Capital One 
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Value Stream 1 Engaged People

Overcoming the addiction to the status quo

Coaching people who are not on board, in denial or resisting change
Thursday, Oct. 27 Location Code
10:45am-11:45am Dallas Ballroom A, 1st floor ThP/43

Gain cutting edge information about needed communication skills to elicit effective change. Learn basic elements of motivational interviewing, identifying an individual’s behavioral characteristics and moving a leader/associate from resistance to action through the stages of change.


Hear how Capital One is moving from tools and compliance to evoking behavioral change that creates invested hearts and minds. Learn about the wisdom being used at Capital One to address the addiction to status quo that prevents organizations from sustaining a transformation. Learn the countermeasures used to address the culture change and lessons learned. Discover the stages of behavioral change where classical coaching is a barrier/roadblock to behavioral change. Attendees will learn why Capital One is changing how they approach people who are resistant to changing their behavior, who seriously consider action but do not commit to change, and people intent upon changing their behavior but who lack the confidence to experiment with new behavior/change.


Capital One is a diversified bank that offers a broad array of financial products and services to consumers, small businesses and commercial clients. A Fortune 500 company, Capital One has one of the most widely recognized brands in America. As one of the nation's top 10 largest banks based on deposits, Capital One serves banking customers through branch locations primarily in New York, New Jersey, Texas, Louisiana, Maryland, Virginia and the District of Columbia.

Presenter: Ron Oslin

Ron Oslin is a leadership coach/therapist at Capital One. He joined Capital One in 2007 with more than 20 years of lean application in manufacturing and service. He began his process learning journey in 1982 as an intern with Dr. Edward Deming and honed his leadership skills as a leader at Toyota. Oslin has held roles as CEO, COO and transformation leader in several organizations and has applied lean methodologies in printing, auto manufacturing, marine heating and air conditioning manufacturing, health care, education and banking. He specializes in organization change and transformation. Oslin co-authored ‘Motivational Interviewing and Lean Coaching' (Target magazine, 2015). He received his bachelor’s degree from Virginia Commonwealth University.