Harris - Training and Presentation Descriptions by H3 2016

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CORPORATE TRAINING
COMMUNICATION PRODUCTION
EVENT PLANNING

Heather Holmden Harris, DE | The Holmden Group
Corporate Training | Planning Session Facilitation | Youth and Financial Literacy Leadership
Heatherholmden@gmail.com • 989-944-5655 • Circa 1988 | 2013
HHEEAATTHHEERR HH.. HHAARRRRIISS, DE
CORPORATE TRAINER | BUSINESS FACILITATOR |LEADERSHIP COACH | YOUTH ADVOCATE| SPEAKER
NOTE TO READER: The courses listed below are “core” training modules or presentations personally
created and successfully conducted. Each is customizable to meet your needs and schedule, and listed
in alphabetical order. Sessions are offered as a 90-minute staff training, two-day workshop, keynote
presentation to large or small group, conference breakout session, bi-monthly management meeting,
board and management strategic planning session, and|or a seven-minute stand-up staff “huddle.”
As a self-proclaimed, “credit union enthusiast,” all sessions include a ‘dose of philosophy’ and a mention
of the benefits of youth financial literacy education. ~ Heather
P.S. Please contact me before using the description or “blurb” (below) in your marketing materials, as
I prefer to create the session for your specific audience, and conduct the session “as advertised.”
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Attitude: “Attitude Is Everything” | “Autograph Your Work with Excellence.”
This highly rated session, conducted in a variety of formats, participants will leave with a concrete plan
focused on the concept of “happy by choice.” Attendees will gain useful life skills and tips on how to be
a motivated employee and positive human. See how a positive mental attitude (PMA) will add spark,
energy and enjoyment to life. Expanded sessions include “Leadership: Being the CEO of Your Own Life,”
and “Living the Seven Habits of Highly Effective People” by Steven Covey, and “How to Stop Worrying
and Start Living” by Dale Carnegie, among others.
References: American Business Women’s Association (Seven Island Chapter, Grand Ledge MI), Michigan
Beauty Supply Hair Show, Muskegon Co-Op Credit Union, Nebraska CU League, North Central Area CU,
and the Lansing, Moon, Jackson and Upper Peninsula (UP) Chapters of Credit Unions (MI).
Board | Management Strategic Planning Sessions | Board & Staff Retreats
References: Isabella Community CU, Soo Co-op CU and the MCUL|CUcorp Fall Volunteer Conference.
Business Writing: “Autographing Your Work with Excellence” | E-mail Etiquette
Business experts suggest that, every e-mail, letter, text or tweet sent is a direct reflection of you and/or
your company. Yet, few consistently “autograph their work with excellence.” Subject matter can
include writing an effective e-mail, principles of composition, organization, wording and phrasing, and
tone and persuasion. Hands-on learning includes a focus on writing skills appropriate for interoffice
memos, business letters, e-mail, and all forms of electronic communication. References: CP Federal
CU, Educational Community CU and the Education Department of the Michigan CU League | CUCorp.
Change: Life Changes | “Proven Coping Strategies for Life and Workplace Change”
Although change, welcomed or not, is part of both our personal and professional life…the ability to
“cope, deal or work through” change is an essential skill. Discussions will include why and how people

react differently to change; how to deal with negative reactions; managing the stress that comes with
change; dealing with welcome change and tested, life-improving strategies.
Change: Also see, “Who Moved My Cheese” sessions for staff, management and volunteers. New:
“Leading Employees through Change: Coaching for Managers.” References: The Downriver and Jackson
Chapters of CU’s, Lafayette Schools FCU (LA), Munising CCU and North Central Area CU, Houghton Lake.
“Coaching Your Team” | Teambuilding Success for Managers | “Mentoring for Managers”
Teams perform best when managers serve as both coach and mentor, yet many lack the skills to be
successful in this area. For maximum effectiveness, leaders must employ unique and individual coaching
techniques, active listening skills and corrective feedback to improve performance and create a cohesive
team. As a series of sessions or one powerful punch, participants will learn how to serve their team.
Hands-on team exercises and group discussions provide the tools necessary to help team leaders serve
effectively as coach and mentor. Topics will include, but are not limited to coaching, mentoring,
teamwork skills, training tips for managers, time management, and other related topics. References:
Bell Com CU (Option 1 CU), Co-op Services CU, Isabella Community CU (ICCU) and LSI CU (Option 1 CU).
Cross Selling: “Changing Sales Perceptions = Serving the Member” (See “Sales & Service”)
This fun-focused introductory session looks at the fundamentals and misconceptions of cross selling and
sales = serving the member. A spotlight shines on encouraging member-owners to use the products and
services of the cooperative for mutual benefit. Through a variety of hands-on activities, participants will
dump the negative perceptions, prepare themselves to work toward a “selling” mentality, and learn
positive steps to ensure personal success. Expanded and customized sessions available!
~ One of the most requested, highest rated sessions • Customizable for all business types and time slots.
CONFLICT: “Understanding Human Differences” | “Build a Better Airplane” | “Stand”
When working with people, conflict is often an unpleasant result. We all need methods to appropriately
respond to tense situations and resolve issues. This session focuses on ways to sense conflict, the causes
of conflict and five simple steps to resolving conflict. Exercises will focus on how to deal with both
positive and negative conflict and productive ways to find appropriate paths to solutions that improve
personal and business relationships. Optional exercises: “Stand” and “Build a Better Airplane” which
incorporates problem solving, teamwork, conflict and change. References: Lansing and Mid-Michigan
Chapter of CU’s | Option 1 CU, Town & Country CU (now Frankenmuth CU).
Credit Union Philosophy: “Earn Your CU PhD: Philosophy, History and Development” | Credit
Union 101
Often described as “not the least bit boring,” participants will
actively engage in hands-on activities that speak to the unique role
credit unions play in the lives of their members.
Depending upon session length, topics can include the purpose and
vision of credit unions; the history and philosophy of the global
credit union movement; the structure and make-up of the credit
“I had no idea CU’s were so
caring and involved, and I’ve
been working at one for more
than 20 years. Thanks Heather!”
- Senior teller, Detroit Area CU • 2008

union system; global cooperative development initiatives; CU’s as cooperatives; and how an improved
personal attitude can play a key role in serving member-owners and potential members with positive
professionalism.
CU PhD Note: CU Development Educator, Heather H. Harris personally created the
“CU PhD” module for new and seasoned credit union professionals and volunteers.
This, or similar sessions have been enthusiastically conducted on President’s Day
all-staff training events, at Annual Membership meetings, for league conferences,
chapters, individual credit unions, and vendors. Each session is customized, and
audience specific…and of course, fun! Circa 1989 | 2013.
Philosophy References: Chapters: Arizona – Valley of the Sun | Michigan - Grand Rapids, Lansing,
Metro East, Mid-Michigan, Moon, Paul Bunyan and Upper Peninsula • CGI | Communicating Arts CU |
CP Federal CU | Credit Union Association of Oregon | CUNA & Affiliates | CPD – Experience Learning
Live! | FiServe Galaxy Plus | Washington Credit Union League Employees’ Conference.
Diversity in the Workplace: “Are We the Same or Are We Different?”
A thoughtful group discussion, combined with personal workshop exercises will address the following
questions: What is diversity? What does it have to do with me? What factors help create diversity?
What are the barriers to diversity? How important is communication in dealing with diversity? The
question, posed by CU pioneers, Patrick Adams and Hubert H. Hoosman, “Are we the same or are we
different” is discussed various individual and group learning formats. References: Parkside CU | MCUL.
FISH! Philosophy: Releasing the Potential | “Catching It Credit Union Style”
The “FISH! Philosophy” is much more than a Seattle staple; it is a life-long attitude that can help inspire
workplace satisfaction. It can help build great organizations by positively affirming one another, and
establishing a strong “be in the moment” attitude. Hands-on networking activities will focus on the four
"FISH! Philosophies" of "Be There," "Make Their Day," "Play" and "Choose Your Attitude.” Emphasis on
improving service to members, communication with co-workers and daily business operational issues
can be included. References: Northern United FCU, Munising CU, MCUL Education, Iron Mountain Area CU,
and the Grand Rapids North Chapter of Credit Unions.
Interpersonal Skills: Developing and Improving
You never get a second chance to make a quality first impression. The manner in which you
communicate and the words used will help to secure that impression. This session will shine a spotlight
on the basics of communicating, including the importance of using your voice as a business tool, with
emphasis on tone, volume and inflection. Discussion will also include listening skills, communication
styles, bringing clarity to conversations, resolving conflict and enhancing personal and workplace
communication. Depending upon the training goals and time requirements, sections of “Member
Service” and “You Look Great, but How Do You Sound” can also be incorporated. References: North
Carolina CU League (frontline|teller conference), Educational Employees Credit Union (K-Zoo MI),
Mid-Michigan Chapter of Credit Unions (frontline staff workshop).

TOPICS: “Be the CEO of Your Own Life" | “Leadership from the Inside Out” | “Personal
(Self) Leadership” | “Leadership for Branch and Middle Managers” | “Welcome to the
Board: Now What?” | “Life Mastery: The Essence of Leadership”
Regardless of the leadership topic, these sessions will develop the leader within, and will focus
on fine-tuning participant’s individual leadership styles. Session attendees will learn how to
become a better coach and mentor, as well as a strategist, advisor, motivator, moderator, and
quality communicator. Discussions can include the differences between manager and leader;
the role leaders play in an effective organization; leadership styles; how to development
leadership habits; and leading your team through change. Participants will use every day
experiences to focus on leadership opportunities with a spotlight on credit unions service to
members, through group work and individual reflection exercises.
CEO, Jacci Pothoff of NCACU in Houghton Lake, MI suggests businesses, “Offer four focused
leadership events with Heather instead of 12 regular monthly management team meetings.”
Sessions can also include the works of Steven Covey, author of “The Seven Habits of Highly
Successful People," “First Things First,” or “Principal Centered Leadership,” and Kevin Cashman’s
“Leadership from the Inside Out” among others.
References: HPC CU (board retreat), MDOT – Michigan Department of Transportation, North
Central Area CU x4, United Educational CU, and United Federal Credit Union.
Member Service Excellence | Serving Members | “Service: The Credit Union Difference”
Exceptional service is never accidental. This course focuses an optimistic spotlight on exceptional
service to member-owners. Attendees will learn how understanding credit union uniqueness, combined
with a positive personal attitude can create long-lasting, trusted relationships. Participants will see
realize how understanding member needs and wants, gives them the tools to “help themselves.”
Hear real credit union stories and participate in activities that will lift the spirit, improve listening skills
and offer a better understanding of the importance of exceptional service to members. Highly rated! •
References: Nebraska, North Carolina, Michigan and Washington CU Leagues, Dearborn Schools CU
and Tahquamenon Area Credit union.
Money Management for CU Employees | “Basic Budgeting: Why Am I so Broke?” | Fraud
Much like plumbers with a clogged drain, credit union employees don’t always have a balanced
checkbook. Participants will learn tips that connect the basics with reality and offer the “live under
your means” philosophy of money management. Basic budgeting and smart spending tips included.
Decades of financial and classroom education and consumer education seminars, combined with cash
handling, scam and fraud training have been used to create workshops that are insightful and in many
cases, life improving. References: ICCU’s Student-Run CU | Kellogg Community CU, Oasis Alternative
High School | SECU (now Lake Trust CU) | Michigan Credit Union League Education.
Phone Etiquette and Communication Skills
Too often, the first impression many consumers have of a credit union is from a cold and impersonal
telephone conversation. Make it instead, a positive experience conducted by a well-trained employee
who understands and employs good communication skills. This “funner-than-expected” session will
address proper telephone etiquette with members, potential members, vendors and employees.
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Common pitfalls to communicating, improving listening skills and using the telephone as a business tool
will also be uncovered and discussed. References: Alpena Alcona Area CU and the Lansing Chapter of CU’s.
Presentation Skills and Public Speaking: “You Look Good … But How Do you Sound?” |
“Presentation is Everything!” | “Your Voice as a Business Tool” | Individual Coaching Sessions
When you are speaking live, electronically or “just” leaving a voice mail, how you sound and the words
you say are critical. A one-on-one conversation with a board member can be just as important and
impactful as a formal presentation to co-workers. Your voice and tone say volumes about you and the
business you represent. Learn tips to eliminate common verbal mistakes and habits, how to
communicate clearly, use technology combined with your voice as a sales and service tool, and ways to
speak with the voice of authority. Also available: “AV Tips and Techniques,” “Powerful Presentations,”
“Turning Training into Learning,” “PowerPoint (PPT) for Professionals” and individual coaching sessions.
References: AAA CU, Bandit Industries, Inc., CUNA & Affiliates| CPD, Limestone Federal CU, MCUL Call
Center Conference and the Michigan Credit Union League presented for MCUL | CUcorp staff by
invitation by CEO, Dave Adams.
Robbery & Security Awareness
The reality is financial institutions are robbed on a routine basis. Although credit unions are the lesser
target, the best defense is to “know your members and know your credit union.” In this customized
session, the focus is on what to do “before, during and after” a robbery, and what should be done in
each stage. The discussion will include identification, protecting evidence and the importance of working
as a team. Tools like regular rehearsals, a “robbery box” and written instructions can help reduce
trauma and stress. Also, hear real-life credit union success stories from employees who wish to share
their personal coping and survival tips to help others. Time and topic pending, an on-sight “security
awareness team tour and/or security hunt” can be conducted including an extensive debriefing session
immediately following.
References: Christian Financial CU, Communications Family CU, Onaway Community FCU, Marshall
Community CU, Motown First FCU, Wanigas CU, Maine Credit Union League, MCUL Education, MCUL
Trainer’s Network, and Metro East Chapter of CU’s.
TOPICS: “Coaching Staff to Sell” | “I Hate Sales” | “Changing Sales Perceptions:
Serving the Member” | “Developing a Sales Culture in Your CU” | “Building Member
Relationships” | “Selling Credit Union Products and Services” | Individual Coaching
Cooperatives work best when the member-owners USE the products and services offered.
If consumers are unaware of a product, or the staffer offering a service does not use it, or know
how it works, your marketing efforts (and eventually your credit union) will feel the impact.
Topics range from the fundamentals and misconceptions of sales and selling, connecting with
member-owners, and tips to “speaking simply to be simply understood” by members of all ages.
Participants will engage in hands-on activities designed to prepare or catapult them to service
and selling and/or cross-selling success. Enhancing listening skills, asking the right questions,
overcoming objections and moving from order taker to credit union star are covered.
“Selling doesn’t have to be painful and Heather showed us how.” ~ Marshall Community CU teller
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Extra’s: Certified Trainer for CUNA’s Volunteer Achievement (VAP), STAR and MERIT courses
(e-courses and live) and CUNA & Affiliate’s BDSTCLASS – Classroom Lead Accelerated Sales
& Service Training.
References: CP Federal CU, Dearborn Schools CU, Detroit Postal & Family CU, Firefighters CCU (OH),
Nebraska CU League, Metro West Chapter of CU’s, MCUL AC&E, Michigan FCU, Motor Parts FCU,
Muskegon Governmental CU, Taylor CCU, Upper Peninsula (U.P.) Annual Meeting.
Teller: Being a Professional Teller | Frontline Teller Conference | “Teller Boot Camp”
Make your service “shine on your credit union’s frontline.” Participants will gain tips on portraying a
positive, professional image with attire, mannerisms and polished communication skills. Discuss and
demonstrate good public speaking skills and ways to ‘autograph your work with excellence’ through
better listening, decision-making and a focus on service. References: Iowa and North Carolina Credit
Union Leagues.
Time Management
Unfortunately, not everyone uses time wisely or productively. In this time sensitive world, an
employees’ use of their daily allotment can make or break a company. This enlightening session will
focus on time wasters and how to avoid them; how to improve performance through the management
of time; and ways to stop procrastinating and get things done effectively and efficiently. This is a great
refresher course for seasoned employees who work late and have a hard time realizing a comfortable
“work | life balance.” References: Michigan Schools & Government CU, Mt. Pleasant Chamber of
Commerce, Option 1 CU, MCUL Education.
Who Moved My Cheese” (Coping with Change) – Also see “Change”
Participants will follow the simple story of “Who Moved My Cheese,” by Spencer Johnson, M.D. to
identify and overcome the challenges they may have toward change. In this session, the “Cheese” is a
metaphor for things of importance – relationships, health, the way people do their job, peace of mind,
etc. The “Maze” is where they look for it (family, organization, community, home). Topics will include
learning how to recognize change, identify fears, learning how to “dump” the old and ineffective,
overcoming challenges and finding ways to adapt and be more flexible. A unique credit union teamwork
twist aids employees in the use of their talents and skills to accept and embrace change and improve
work relationships. References: Iron Mountain CU, Munising Community CU and the Ohio CU League.
Teamwork: Working as a Team
Teamwork … the word and concept are easily tossed-around, but not often realized. This impactful
session focuses on how teams function, the roles and responsibilities of individuals in a team and how
each person contributes to the success or demise of a team. Participants will learn how to work as a
team and make decisions together through various team-building exercises, problem solving activities
and feedback from team members. This session can be a fun, hands-on after lunch event, an all-staff
workshop, or team huddle.”
References: Howmet CU, Lansing Chapter of Credit Unions, MCUL AC&E, MidWest Financial CU. Also see
“Conflict” for fun exercises.

Youth Topics & Events: “Reach, Teach and Inspire!”
 Financial Education | Student Workshops | Classroom Presentations |
Educational Connections | Board Development | National Youth Leadership
 Lending to Youth: “Taking a Leap of Faith,” “99% Collectable: Try It!” | Consultant services
 Marketing: Product & Service Promotion | Savings Programs | Community Involvement
 “Rediscover the Potential of Youth” – National Cooperative Business Association (NCBA)
 “Selling the Profitability of Youth” – North East MI CU Marketing Alliance marketing seminar
 Student Job Fairs = “Teens Guide to Employment” | “Job Interviewing” | “Resume Building”
 Student-Run Credit Unions (SRCUs): Start-Up, Operation, Marketing | Maintaining | Resources
 Talking Teen: Reaching and Teaching Young Adults | “Teen Talk” | Youth Focus Groups
 Youth Summits and “Extravaganzas!” = Train-the-Trainer | Profitable Chapter Workshops
 “Youth Financial Literacy | VAP 602” – Wisconsin CU League’s Directors Conference
 Youth Lending: “Taking a Leap of Faith” | Policies, Board Approval and Implementation
Youth Author | Writer | Editorial Support
 “Marketing Across the Generations: Youth” and “Saving Teen” – CUNA & Affiliates | CPD
 “Googolplex” – Money websites for CU’s. Member of start-up team with B. Main | P. Heckman
 “REALity List: Ten Things Everyone Should Know” with support from Judy Thelen (SECU | 1985)
 “Student-Run Credit Union Handbook” – Editorial support, profit donated to NYIB for six years
 “Youth Lending Manual” – MCUL/Family Involvement Council (FIC) – Editor|writer, editions 1-3.
 “Youth Financial Literacy | VAP 602” – Author and editorial support | credit union scout
YOUTH References: Consumer Educators of MI, CUES “CU Emerge,” Genisys User Meeting, Maryland
Credit Union Association “Youth Symposium,” MCUL “CU’s in the Classroom” and MCUL Marketing
Conferences x 3,” Midwest Lending Summit (MO), MI Youth Extravaganza x4, National Youth
Involvement Board (www.NYIB.org) x8, Nebraska Credit Union League | Midwest Regional Marketing
& Training Conference, Willow Run Federal Credit Union. Circa 1978.
“Zen of Golf: The Art of Business”
Co-created by Richard O. Harris, II • circa 2012 • Presented on the course or board room prior to a golf outing
To achieve Zen in golf, one must focus on the ball, play the course, use the appropriate club, and have
the ability to sink a short putt as well as hit a long-focused drive. To be a balanced and effective leader,
one must incorporate similar strategies. Much like the game of golf, success in business
is a combination of skill, luck, creative thinking, financially sound practices, and the
proper doses of fun and focus. This lively and unique session offers business insights
and pointers to enhance both personal and professional effectiveness, whether in the
boardroom or on the golf course.
References: HPC Credit Union, MDOT (condensed session), Soo CO-OP CU management

Do not see what you are looking for? Ask!
Customization is encouraged and expected. Each “gig” is designed to achieve
your goals and objectives. Included: Quality conversations regarding learner outcomes,
scheduling, audience appropriateness, location and facilities, set-up,
audio-visual needs, participant materials, and session evaluation and follow-up.
No session is identical … each is unique!
Here is what attendees are saying about Heather’s sessions:
“It was practical, useful and combined with
realistic strategies.”
“Never a dull moment; was always in contact
with the group on a personal level.”
“She is dynamic … this session was quite
uplifting and well presented.”
“Pertinent points and a lively group
discussion…well presented.”
“Heather is very knowledgeable and likeable.”
“Good content, concepts and ideas that I can
take back to work tomorrow.”
“Thanks … you really turned my light bulb on!”
“Best speaker of the entire conference.”
“Heather caught my attention and kept it”
“Heather is an excellent presenter. She created an
open environment to share ideas with others.”
“Very, very knowledgeable and friendsly….it was fun
and NOT BORING AT ALL!”
“Thank you for being part of our all day staff
training, and for helping kick off our branch
manager training. The staff had many positive
things to say about the day.”
“I enjoyed the (forced) interaction and the
way she changes things up.”
“Hit the nail on the head! Very enthusiastic, not
too long…just right to keep all awake.”
“Best speaker, EVER…and I’ve been to many
training events, conferences and workshops.”
“I enjoyed the video conference immensely,
and will do more if Heather does them.”
“Your four-part leadership series was very thought provoking, helped me grow as a leader.”
Contact Information:
Heather H. Harris, DE
Corporate Trainer | Business Facilitator | Credit Union Enthusiast | Youth Mentor
The Holmden Group
4346 East Beal City Road • Mt. Pleasant MI 48858
Phone: 989-944-56655 • Email: Heatherholmden@gmail.com

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