CU staffers get great results when they put themselves in members’ shoes. By Laura Lynch At the ServiStar users group meeting in Atlanta last month, 100 credit union staffers put themselves in the shoes of their members and prospective members.

They promote dialog and thinking, have a diverse membership, know about partnering and leadership, and are self-aware. By Stephanie Schwenn Sebring Catalytic questions encourage dynamic dialog and critical thinking, and better thinking leads to a higher-performing organization, says Cathy Trower, Ph.D., president of Trower & Trower, Inc., Weare

Be prepared; speak with confidence and authority; and be an expert negotiator. By Brad Young Sponsored by SWBC Those of us that have been in the collections business for some time understand that calling and collecting past-due payments is not always a perfect science; sometimes, it’s more of an art.

Your board needs to establish the strategic context for your CU’s program. By Molly Parsells You see parents tell their children to think before acting. This is so the child has time to consider his options and respond to the situation he’s in, rather than just react to it.

Credit unions can win big with bets on these three main ingredients of a robust protection strategy. By Terrence Griffin Sponsored by CO-OP Financial Services Increasing security, reducing fraud and minimizing

Make cool member offerings cool for staff, too, by better coordinating batches with your core. By Jason O’Brien Sponsored by SWBC Payment options and consumer convenience are all the rage.

Spoiler alert: Technical prowess isn’t chief among them. By Butch Leonardson One of the more interesting realities of becoming a leader is discovering that how you think is more important than what you know. While what you know helped you become an executive, how you think will determine how well you flourish in your leadership role.