1. Lead Yourself, Lead the Team – Leadership Touch Point
Year One – Chief Retail Officer Perspective
Laurie Callahan
Sit with your teams!

2. Executive Banking School Roadmap
GROWING
Capability
Confidence
Courage
YEAR THREE
Chief Executive Officer
Perspective
YEAR ONE
Chief Retail Officer
Perspective
YEAR TWO
Chief Financial Officer
Perspective

3. Executive Banking School Roadmap
GROWING
Capability
Confidence
Courage
YEAR THREE
Chief Executive Officer
Perspective
YEAR ONE
Chief Retail Officer
Perspective
YEAR TWO
Chief Financial Officer
Perspective

4. Year One – Chief Retail Officer Perspective Retail Strategy Curriculum
Leadership
Communication
Leading the Retail Line of Business via a Balanced Scorecard
Discovering Customer Segments & Consumer Behaviors
Successfully Communicating & Advertising in Retail Banking
Developing and Pricing Profitable Bank Products
Modernizing & Optimizing Delivery to Meet Customer Requirements
Facing Ethical Dilemmas in Banking
Applying Concepts Learned to Today’s Market
Chief Retail Officer Perspective

5. Year One – Chief Retail Officer Perspective Retail Strategy Curriculum
Leadership
Communication
Leading the Retail Line of Business via a Balanced Scorecard
Discovering Customer Segments & Consumer Behaviors
Successfully Communicating & Advertising in Retail Banking
Developing and Pricing Profitable Bank Products
Modernizing & Optimizing Delivery to Meet Customer Requirements
Facing Ethical Dilemmas in Banking
Applying Concepts Learned to Today’s Market
Chief Retail Officer Perspective

6. This Session’s Critical Topics
Explore stages of group development
Reflect on individual contribution and leadership lessons
Determine next steps for enhanced team effectiveness 6

7. Share Build Knowledge Team Improve Learn Motivate Collaborate
Development
Navigate
Direction
Leadership
Inspire
Team
Relationships
Improve
Education
Mentor
Collaborate
Performance
Feedback
Opportunities
Together
Exposure
Skills
Structure
Network
Insight
Share
Future
Connections
Knowledge
Experience
Learn
Intentional
Work
Engage
Focus
Listen
Examples
Improve
Quality
Build
Motivate
Tools
Strategies

8. Look familiar?

11. Bias
A particular tendency, feeling, or opinion that results in judgment without question.
- Provides mental shortcuts based on experiences
- Helps create meaning
- Filters information
- Can be wrong or skewed
- Based on perceived experience, not necessarily reality 11

12. Reframing Barrier Labels
He’s unrealistic.
He’s clueless.
He’s arrogant.
She’s a pushover.
She’s bossy.

13. Stages of Group Development

15. Forming
Storming
Norming
Performing
Not clear on what we’re supposed to do.
Roles / responsibilities are articulated.
Feedback is objective and well received.
We” versus “I” orientation.
Wondering where we’re going.
Problem solving doesn’t work well.
Appreciation and trust build.
High openness and support.
No group history; unfamiliar with group members.
Anxiety abounds.
Competition is high.
Team confidence is high. Open Communication.
Collaborating with other teams.
Interested but skeptical
Trying new ideas.
Team is creative.
High empathy.
Concerned about own competence in learning new skills.
Level of participation is at its highest for
some and its lowest for some.
Commitment is gained from all members on direction and goals.
Little waste. Very efficient team operations.
Little or no commitment or trust.
Feeling closer to some but not others.
More individual motivation.
Team members have
objective outlook.
Norms of the team are not established.
Struggling with not placing blame
More proactive than reactive.
Feeling like “owners”
High learning.
People push for position and power.
Success occurs.
Ok to risk confrontation.

16. Next Steps for Team Effectiveness

17. Action Steps: “Forming” to
“Storming”
Action Steps: “Storming” to “Performing”
Action Steps: “Norming” to “Performing”
Figure ways to build trust.
Everyone works actively for supportive environment.
Self-evaluate without a fuss.
Set goals.
Buy into objectives and activities.
Communicate all the time.
Establish roles.
Build trust by honoring commitments.
Delegate freely within the team.
Decide once and for all to be on the team.
Request and accept feedback.
Share responsibility.
Take risks.
Agree on individuals’ roles and responsibilities.
Praise and complement each other.
Leader must be directive.
Listen to each other.
Share leadership role based on who does what the best.
Assess whether you are going along to get along.
Build trust by honoring commitments
Keep raising the bar with how things get done

18. Individual Reflection
Next Steps for Team Effectiveness
Individual Reflection
What specific ways did I serve the team productively with my talents?
What can I do differently to add greater value to the team and process?
What is working well for the team?
What is the greatest opportunity to improve team effectiveness?
What leadership lessons have been learned or confirmed?

19. Team Reflection What’s working well for us?
Next Steps for Team Effectiveness
Team Reflection
What’s working well for us?
What’s the greatest opportunity to improve team effectiveness?
What leadership lessons have been learned or confirmed?

20. Team Assignment

21. Team Room Team Reflection Questions
Team Assignment
Team Room
Team Reflection Questions
Daily specific feedback to be given on contributions and expectations

22. Your Resources
Instructors
Community leaders
Executive coaches

23. Start with talent – finish with strength
‟Leadership is not about changing the mindset of the group, but in the cultivation of an environment that brings out the best and inspires the individuals in that group.”
-Arthur F. Carmazzi

24. Questions?

25. Year One – Chief Retail Officer Perspective Retail Strategy Curriculum
Leadership
Communication
Leading the Retail Line of Business via a Balanced Scorecard
Discovering Customer Segments & Consumer Behaviors
Successfully Communicating & Advertising in Retail Banking
Developing and Pricing Profitable Bank Products
Modernizing & Optimizing Delivery to Meet Customer Requirements
Facing Ethical Dilemmas in Banking
Applying Concepts Learned to Today’s Market
Chief Retail Officer Perspective

26. Executive Banking School Roadmap
GROWING
Capability
Confidence
Courage
YEAR THREE
Chief Executive Officer
Perspective
YEAR TWO
Chief Financial Officer
Perspective
YEAR ONE
Chief Retail Officer
Perspective