Agenda
November 4, 2025
5:30 p.m. Registration & Log In
6:00 p.m. Program Begins
8:00 p.m. Program Adjourns
*All times in EST
Topics
- Master Customer-Centered Critical Thinking: Overcome biases, evaluate evidence, and apply logical reasoning to make decisions that prioritize customer safety and trust.
- Spot Threats Early: Detect risks swiftly by critically assessing cues, ensuring customer protection from the start.
- Enhance Situational Awareness with the OODA Loop: Amplify your Observe, Orient, Decide, Act cycle with customer-focused analysis for rapid, effective responses.
- Stay Calm Under Pressure: Use critical thinking to maintain composure, reassuring customers in high-stakes moments.
- Respond with Confidence Using the C.A.L.M. Method: Execute Controlled, Assured, Logical, and Methodical actions, grounded in customer-centric judgment.
- Handle Active Threats: Apply sharp thinking for swift interventions that prioritize customer safety.
- Support Recovery: Leverage post-incident analysis to rebuild customer confidence and ensure emotional, physical, and operational recovery.
- Scenario-Based Exercises: Customer-focused critical thinking tests in realistic simulations to solidify skills and principles.
- Wrap-Up and Q&A: Reflect on insights, address concerns, and plan customer-focused next steps.
Speaker(s)
Jim Rechel is president of The Rechel Group, Inc., a risk-consulting firm headquartered in Cincinnati, Ohio. He is one of the board of The Institute for Criminal Justice Education, Montgomery, Alabama and a member of numerous national organizations and is a Certified Financial Security Officer.
He is a past local board member of the International Association of Financial Crimes Investigators Association and the American Society of Industrial Security. Prior to working for The Rechel Group, Inc., Jim was Vice President for Fifth Third Bank headquartered in Cincinnati, where he held positions in various departments, including Retail and Lending, and Security Director and was a Special Agent with the FBI.
Additional Information
Why Choose This Training?
- Customer-First Approach: We integrate critical thinking with a focus on customer safety and trust, enhancing every module.
- Expert-Led Expertise: Delivered by seasoned professionals with real-world experience in high-pressure, customer-facing scenarios.
- Engaging & Actionable: Hands-on exercises ensure skills translate to real-world customer protection.
- Proven Impact: Participants gain sharper focus, faster responses, and the confidence to prioritize customer well-being.
Fees
| IBA Member | Non-Member | |
| 1-4 People | $89 Each | $99 Each |
| 5-9 People | $84 Each | $94 Each |
| 10 or More | $79 Each | $89 Each |
The fees above include the program, and training materials.
location
Virtual Training
Participants will have the ability to join from wherever you're located from the convenience of your computer. We look forward to seeing you online!
Association Contact
Elizabeth DeHaven, Education Manager
edehaven@indiana.bank
317-387-9380
Cancellation Policy
The IBA will send confirmations for its program. For more information contact Elizabeth DeHaven at 317-387-9380 or you may e-mail: edehaven@indiana.bank. Within three or more business days prior to the day of an educational program, no cancellation charge will be assessed. Within two days prior, 50% of the fee is assessed. Refunds are not provided for cancellations the day before or absences on the day of the program. Substitutions are welcome at any time.