Adapting “Management by Walking Around” for the Hybrid Credit Union

“Management by walking around” (MBWA) has been a management staple for decades. The phrase was popularized in the 1980s. Consultants Tom Peters and Robert Waterman explored the idea in their 1982 book, In Search of Excellence: Lessons from America’s Best-Run Companies. It involves leaders physically visiting their staff to observe their engagement and effort to understand…

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Leadership Requires INTENTIONAL Active Listening

Good News: Active Listening is a Learned Skill In a fast-paced and increasingly remote and digital world, communication has taken various forms, from texting and email to video calls and social media. With the rapid evolution of our work environment, communication needs to be seen in the prism of the art of active listening. We…

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Twelve Steps to Bonding with Your Members

Unlike traditional banks, credit unions have a mission to serve their members, not shareholders. This fundamental difference makes building solid and lasting relationships with their members possible. To make members love their credit union, focusing on delivering exceptional service, fostering trust, and offering financial products that meet their needs is essential. Below, I will explore…

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Junk Fees- Credit Unions have options

Junk Fees are making the headlines. Many of these “junk fees” are designed to punish a member for bad behavior. Is this what the mission, “People helping People,” means? Using fees to punish members who have made mistakes, are financially stressed, or are struggling doesn’t fit this mission. This article will clarify what they are…

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Surviving the Bad Boss

A Comedic Guide to Working in a Cubical/Zoom Wilderness Ah, the workplace—the den of dreams, the source of livelihood, and occasionally, the battleground where bad bosses roam like free-range chickens creating chaos, confusion, and much clucking and pooping on everything. If you’ve ever found yourself trapped under the reign of a terrible boss, fear not!…

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8 Steps to a Successful Digital Transformation at a Credit Union

Digital transformation is necessary for credit unions to remain competitive in today’s rapidly evolving financial landscape. Embracing digital technologies can enhance member experiences, improve operational efficiency, and enable credit unions to meet their members’ evolving needs and expectations. All too often, we see credit unions doing much work to become digital or mobile-first, but often…

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A Case Study of Bold, Transformational Change

This article is for the CEOs and Chief Strategic Officers thinking BOLDLY and going where other organizations have not gone before. Recently I’ve observed and had the joy of working with a couple of credit unions making significant transformations and reinventing their business and service models. If you look at what these credit unions are…

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Building a purpose-driven team in 7 steps

Building an extraordinary team is essential for any organization to succeed. However, creating a high-performing team is a complex task, requiring a lot of effort, patience, and commitment from both the team leader and the team members. This article will discuss the steps necessary to build an extraordinary team. Building an extraordinary team requires effort,…

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