Business Services Initiative
INSDSG 697: Designing Blended Learning Environments (Spring 2013)
Amanda Cancellieri
Program: Business Services Initiative – This program consists of a pre-workshop assignment, 4 weeks of self-guided product
review articles and quizzes, and culminates in a 4-hour interactive, face-to-face workshop.
Audience: All Community Banking platform staff (Branch Managers, Assistant Branch Managers, Customer Service Reps, and
any other staff who have been cross-trained on the platform)
Timeline: Program will be presented to the Branch Managers at their May meeting. Pre-workshop assignment and topics
begin June 3, and weekly until the end of June. Workshops begin July 1.
Resources: eVillage (the Bank’s intranet site), the Business Services Initiative page on the Training Department site, the Cash
Management page, SMEs from the Cash Management and Business Banking Departments, Business Worksheet, portfolios
(distributed in the workshop), various articles and links provided by SMEs and the instructor.
Learning Objectives: At the conclusion of this program, participants will be able to:
1. Identify resources within the Bank’s intranet site.
2. Have a basic awareness of industry challenges faced by business customers.
3. Ask effective open-ended questions to encourage business customers to discuss what banking products/services
are important to them.
4. Use reflective listening skills to gain and maintain rapport with the business customers.
5. Identify key product features and their benefit to business customers.
6. Make effective and educated product referrals to business customers after having an exploratory conversation
to uncover banking needs.
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Business Services Initiative
INSDSG 697: Designing Blended Learning Environments (Spring 2013)
Amanda Cancellieri
Module
Learning Objectives
Instructional Strategies
Instructional Materials
Assessment
Resources
Pre-Workshop
Assignment:
Build-ABusiness Plan
1. Participants will be able to
identify different types of
business structures (e.g., LLC,
DBA, Corporation, Sole
Proprietorship, etc.).
Online Elements:
Participants will use
eVillage (Bank intranet)to
access business plan
template, pre-workshop
product information, and
Bank Bonanza quizzes
PowerPoint
Captivate
Videos
 Articles/readings
Flip charts
YouTube videos
Case study
 Handouts
Quick reference materials
Discussion post/chat room
 Other: Business plan
template to be completed
prior to workshop, business
articles provided by Small
Business Lending manager
Quiz
Journal
Survey
 Other:
Completed
business
template
 eVillage
 Training
Homepage
Reading list
 Articles
 Other: Mass.
State website
for businesses
(http://www.m
ass.gov/portal/
business/)
Timeframe:
Deploy
assignment 1
month prior to
workshop.
Participants will
bring completed
business plan to
workshop.
2. Participants will be aware of
issues that business owners
face in managing the business
finances.
3. Participants will be aware of
the financial needs and
stressors that can be triggered
in certain markets/industries.
F2F Elements: None
Notes: The Build-A-Business assignment is designed to put the workshop participants in the shoes of the business owners they service. Too often, bankers
launch into product features and benefits without first asking about the business and the owner – what type of business they own, what brought them into
the branch, what types of banking services does he or she like/dislike, etc. Participants will use the Commonwealth of Massachusetts website for businesses
as a resource when designing the business plan.
The Plan: This piece is a self-guided project assigned as pre-work. Participants will have access to the Business Services Initiative page on the Bank’s intranet
site, where a business plan template and instructions can be found. The instructor will send a communication via email to the participants with detailed
instruction for completing the business plan, as well as resources to assist them in completing said plan. The idea is for participants to think of a business
(either an established org. with which they are familiar or a business idea that they have), and learn about the financial needs of the business. Some
questions for the participants to ponder: how will I manage cash flow? How will I accept and make payments? Where is my business located? What do I know
about the industry?
Assessment: Review of completed business plan in the workshop.
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Business Services Initiative
INSDSG 697: Designing Blended Learning Environments (Spring 2013)
Amanda Cancellieri
Module
Learning Objectives
Instructional Strategies
Instructional Materials
Assessment
Resources
Pre-Workshop:
Week 1 –
Business Plus
Account &
Analysis
1. Participants will identify fee
structure of the Business Plus
Account.
Online Elements:
Participants will read the
information sheet
provided by the instructor
and the Cash
Management Dept. on the
Business Services Initiative
intranet page, and explore
the Account Analysis
example sheet.
PowerPoint
Captivate
Videos
 Articles/readings
Flip charts
YouTube videos
Case study
 Handouts
 Quick reference materials
Discussion post/chat room
Other:
 Quiz
Journal
Survey
Other:
 eVillage
Training
Homepage
Reading list
 Articles
 Other: Account
Analysis
example sheet
Timeframe:
Week of 6/3
2. Participants will be able to
explain the parts of the
account analysis statement.
3. Participants will refer qualified
customers to the Business
Plus Account.
F2F Elements: None
Notes: Instructor will collaborate with the Cash Management Department to create the information sheet prior to the week of 6/3. The information will be
distributed to participants by the Friday before 6/3, and placed on the intranet site the morning of 6/3.
The Plan: At this point, we are still in the online part of this blended learning workshop. The pre-workshop weeks provide baseline product knowledge so
that participants can focus on sales conversations while in the classroom part of the workshop. Deploy the information sheet and appropriate links to
participants by the Friday before.
Assessment: Create quiz questions from the information contained in the information sheet and the account analysis example sheet. The multiple choice
quiz will assess whether or not participants read the informational handouts and reviewed the quick reference materials on the intranet site. The Bank
Bonanza quiz will be deployed by the end of the week and a link will be sent to participants.
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Business Services Initiative
INSDSG 697: Designing Blended Learning Environments (Spring 2013)
Amanda Cancellieri
Module
Learning Objectives
Instructional Strategies
Instructional Materials
Assessment
Resources
Pre-Workshop:
Week 2 – ACH
Transactions
1. Participants will identify
paperwork and approval
process for ACH transactions.
2. Participants will demonstrate
understanding of what ACH
(Automated Clearing House)
transactions are, who can
initiate them, and the
timeframe for transactions to
be processed.
PowerPoint
Captivate
Videos
 Articles/readings
Flip charts
YouTube videos
Case study
 Handouts
Quick reference materials
Discussion post/chat room
Other:
 Quiz
Journal
Survey
Other:
Timeframe:
Week of 6/10
Online Elements:
Participants will read the
information sheet
provided by the instructor
and the Cash
Management Dept. on the
Business Services Initiative
intranet page.
 eVillage
Training
Homepage
Reading list
 Articles
 Other: Treasury
website for ACH
(http://www.fm
s.treas.gov/ach/
index.html)
F2F Elements: None
Notes: Similar to the previous week, the instructor will partner with the Cash Management Department to write an information sheet about the ACH
transactions, dos and don’ts, requirements, etc. This information sheet will be sent to participants the Friday prior to 6/10, and published on eVillage the
morning of 6/10.
The Plan: Still in pre-workshop mode, this week is all online. Like the week prior, create communications to deploy information to participants, including links
to the Business Services Initiative page, articles, and the information sheet.
Assessment: Create quiz questions from the information contained in the information sheet and the Cash Management page on eVillage. The multiple
choice quiz will assess whether or not participants read the informational handouts and reviewed the quick reference materials on the intranet site. The
Bank Bonanza quiz will be deployed by the end of the week and a link will be sent to participants. Quiz questions are cumulative, so a small portion of
questions will cover information learned about the Business Plus Account and Account Analysis Statement.
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Business Services Initiative
INSDSG 697: Designing Blended Learning Environments (Spring 2013)
Amanda Cancellieri
Module
Learning Objectives
Instructional Strategies
Instructional Materials
Assessment
Resources
Pre-Workshop:
Week 3 –
Business Online
Banking
1. Participants will identify the 3
levels on Business Online
Banking products.
Online Elements:
Participants will read the
information sheet
provided by the instructor
and the Cash
Management Dept. on the
Business Services Initiative
intranet page. In addition,
participants will explore
the online banking
application and associated
documents.
PowerPoint
Captivate
Videos
 Articles/readings
Flip charts
YouTube videos
Case study
 Handouts
Quick reference materials
Discussion post/chat room
Other:
 Quiz
Journal
Survey
Other:
 eVillage
Training
Homepage
Reading list
 Articles
 Other: Link to
the Business
Online Banking
demo site
Timeframe:
Week of 6/17
2. Participants will demonstrate
understanding of fee structure
of the 3 levels of Business
Online Banking and the
features available to business
customers.
3. Participants will be able to
explain the additional security
features of Business Online
F2F Elements: None
Banking available to
customers.
Notes: Instructor will partner with the Cash Management Department and the Online Banking Department to create and informational sheet for
participants. Provide completed examples of online banking applications for a variety of business types (e.g., corporation, DBA, non-profit, etc.) to show the
documents required prior to set up.
The Plan: This week is all online. Participants will receive a communication including the information sheet and links by the Friday before 6/17, with the
article being published on eVillage on the morning of 6/17.
Assessment: Create quiz questions from the information contained in the information sheet and the Cash Management page on eVillage. The multiple
choice quiz will assess whether or not participants read the informational handouts and reviewed the quick reference materials on the intranet site. The
Bank Bonanza quiz will be deployed by the end of the week and a link will be sent to participants. Quiz questions are cumulative, so a small portion of
questions will cover information learned in weeks 1 & 2, in addition to the current week’s topics.
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Business Services Initiative
INSDSG 697: Designing Blended Learning Environments (Spring 2013)
Amanda Cancellieri
Module
Learning Objectives
Instructional Strategies
Instructional Materials
Assessment
Resources
Pre-Workshop:
Week 4 – Sweep
Accounts
1. Participants will be able to
identify the 4 types of sweep
accounts available to business
customers.
Online Elements:
Participants will read the
information sheet
provided by the instructor
and the Cash
Management Dept. on the
Business Services Initiative
intranet page.
PowerPoint
Captivate
Videos
 Articles/readings
Flip charts
YouTube videos
Case study
 Handouts
Quick reference materials
Discussion post/chat room
Other:
 Quiz
Journal
Survey
Other:
 eVillage
Training
Homepage
Reading list
 Articles
Other:
Timeframe:
Week of 6/24
2. Participants will be aware of
the approval process and
credit requirements for
business customers.
F2F Elements: None
3. Participants will be able to
explain how a sweep account
works.
Notes: Instructor will partner with the Cash Management Department to create and informational sheet for participants. Provide completed examples of
sweep accounts, how they are used, and when might an employee suggest a customer open a sweep account.
The Plan: This week is all online. Participants will receive a communication including the information sheet and links by the Friday before 6/24, with the
article being published on eVillage on the morning of 6/24. Reminders will be sent out to participants to make sure they are registered for the classroom
workshop beginning the first week of July (see MSBU schedule for specific dates).
Assessment: Create quiz questions from the information contained in the information sheet and the Cash Management page on eVillage. The multiple
choice quiz will assess whether or not participants read the informational handouts and reviewed the quick reference materials on the intranet site. The
Bank Bonanza quiz will be deployed by the end of the week and a link will be sent to participants. Quiz questions are cumulative, so a small portion of
questions will cover information learned in weeks 1-3 in addition to current week’s information.
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Business Services Initiative
INSDSG 697: Designing Blended Learning Environments (Spring 2013)
Amanda Cancellieri
Module
Learning Objectives
Instructional Strategies
Workshop:
Week 5 –
Business
Services
Workshop
1. Participants will employ openended questioning and
reflective listening skills to
help customers achieve
banking goals
Online Elements: Postworkshop Bank Bonanza
quiz.
Instructional Materials
PowerPoint
Captivate
Videos
Articles/readings
Flip charts
YouTube videos
Case study
Handouts: Business
Worksheet
Quick reference materials
Discussion post/chat room
Other: Role plays using the
Build-A-Business plans
Other: Guest speaker Q&A
session with reps from Cash
Management and Business
Banking departments
Assessment
Resources
 Quiz
Journal
Survey
 Other: Peer
feedback in
role plays
 eVillage
 Training
Homepage
Reading list
Articles
 Other: Cash
Management
page on
eVillage

F2F Elements: The 4-hour 
workshop is an in-class
Timeframe:
2. Participants will be able to
workshop. The workshop
Beginning 7/1
identify key questions to ask
agenda is as follows:

business owners in order to
 Intros & Challenges
Workshop will
facilitate correct product
 Product review based
be 4 hours in
referrals
on trouble areas
length
 Q&A w/SME guest

3. Participants will utilize
speakers
Business Worksheet to take
 Question brainstorm

notes during conversation
 Trio role plays
with business customer(s)
Participants will have an
opportunity to chat with
their peers to gain
broader insight into how
to have an effective
conversation with
business customers
without being too salesdriven.
Notes: Prior to the workshop, pull reports of quiz responses to identify areas where participants may need a review. Work in a small time to review these
“trouble areas” in the first part of the workshop. Print enough copies of the 2-sided Business Worksheet so that participants can use one in class and have
one to take with them. Turn on projector and instructor PC in the classroom and bookmark the eVillage sites, including Business Services page, Cash
Management page, and the Business Online Banking demo page.
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Business Services Initiative
INSDSG 697: Designing Blended Learning Environments (Spring 2013)
Amanda Cancellieri
The Plan: This piece will be all face-to-face instruction in a workshop format for all platform staff (Branch Managers, Assistant Branch Managers, CSRs, and
any other cross-trained staff). Participants will have an opportunity to introduce themselves and share a challenge that they face in assisting business
customers in the branch. Take notes of the challenges to tie them into the learning objectives for the workshop. Introduce the guest speakers (Cash
management Dept. Manager and Business Banking Manager). Review products/services that seemed to be “pain points” for many. Answer any questions
with the help of the guest speakers. Facilitate group activity of brainstorming appropriate and effective open-ended questions to ask business customers.
Each group shares their questions. Break into trios to practice using open-ended questions and reflective listening. In each trio, there will be a business
owner, a banker, and an observer. Roles will rotate each round so that each participant has a turn playing each role. The business owner will use his/her own
business plan (workshop pre-assignment) as topic of conversation with the banker. Banker will play themselves, using the open questions, reflecting, and
business worksheet to make quality product referrals to the business customer. The observer will take notes and give feedback to the banker on what they
did well, what could be done differently next time to be more effective, and any other suggestions. Instructor will float to each group, giving feedback and
coaching as necessary, and will lead the final debrief at the conclusion of the workshop.
Assessment: After the workshop, deploy the final Bank Bonanza quiz on eVillage. The quiz questions will encompass all topics from the preceding weeks,
including topics covered in the workshops. The quiz will be sent to all participants via email with a link to access the quiz on eVillage.
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