AB 203 All Assignment AB 203 All Assignment | Page 11

· Written communication
Sun Trust Takes Training to the Bank
Read the vignette “SunTrust Takes Training to the Bank” at the end of
Chapter 7. Review the information about needs assessment, training
methods and measuring the success of training programs in Chapter 7.
SunTrust Banks, based in Atlanta, operates the eighth-largest U.S. bank.
It also has several subsidiaries offering other financial services such as
mortgage banking, insurance, and
Investment management. The bank serves customers in Florida,
Georgia, Maryland, North
Carolina, South Carolina, Tennessee, Virginia, West Virginia, and the
District of Columbia. As the banking industry struggled to recover from
the recent financial crisis and recession (and new regulations) that
followed, SunTrust’s management decided that the key to the
company’s future lay with fully engaging employees in serving
customers. That approach is consistent with the company’s mission of
“helping people and institutions prosper.”
SunTrust began to restructure its banking business in accordance with
three guiding principles: (1) operating as a single team; (2) putting
clients first; and (3) focusing on profitable growth. This principle-driven
approach to growth requires managers who know how to foster
employees’ commitment to their work and their clients. To that end,
SunTrust has made it a priority to develop managers’ leadership skills.
First-line managers receive training in how to coach and lead others.
Middle managers work with mentors on their leadership skills. Upper
level managers use assessments by peers, subordinates, and others to