Does Your School’s Atmosphere Shout “Welcome”?

2012 - 2013

Coming Together is a BeginningKeeping Together is ProgressWorking Together is Success

The Power of the Dream

Schools are Living Systems

• Change is Inevitable: Growth is Optional

• The human aspect of school change is the most difficult, yet essential element of overall success.

-Blankstein, 2004

Vision Statement

What’s our Mindset?

Fixed Mindset• Avoids challenges• Gives up easily• Sees effort as fruitless• Ignores feedback• Threatened by others’

success

Plateau early Achieve less than their

potential

Growth Mindset• Embraces challenges• Persists through obstacles• Sees effort as necessary• Learns from feedback• Inspired by others’ success

Achieve at higher levels Copes with challenges and

changing conditions better

Dr. David Conley, CEO of Education Policy Improvement Center (EPIC)

Exemplary Customer Service Defined

Customer service is a commitment to meeting and exceeding constantly and consistently the needs of our customers. It is treating others twice as well as you would like to be treated yourself.

Who Are Our Customers?• Students• Parents• Co-Workers• Community Members• Other internal and external

customers

Why Go the Extra Mile? • The degree to which a school is welcoming influences

the extent to which parents become involved.

• When families feel welcomed in their child’s school, there is a positive impact on student performance.

• A welcoming and positive school culture correlates strongly with increased student motivation and staff satisfaction.

First Impressions Matter

• Office Staff: A School’s PR Firm

• Office Staff is the schools number one public relations person!

Do both internal and external visitors experience a sense of warmth and friendliness?

Creating a welcoming atmosphere is more an ATTITUDE than anything else!

The Choice is YOURS

• Attitude• Enthusiasm• Energy

Going the Extra Mile

• How do we greet customers when they enter the front office?

• How do we greet customers when we answer the phone?

• How does the office area feel inviting/welcoming to our customers?

• Does it matter how we communicate on the campus PA system?

It’s important to remain calm, pleasant, and professional at all times.

Communication

Communication

Verbal:

The message that we deliver

Vocal:

The voice that we convey

Visual:

Our body language

Verbal- 7%

Vocal- 35%

Visual- 58%

Active Listening

Heart

Eyes

Ears

Bad Habits of Poor Listeners

• Interrupting• Jumping to Conclusions• Finishing others’ sentences for them• Frequently, and abruptly, changing the

subject• Inattentive body language• Not responding to what others have said

It’s Not What you Say, it’s How you Say It

Avoid judgment- Stick to the facts!

• Disrespectful• Hard to get along with• Pushy• Rude

Conflict Resolution

• When you have a potential conflict, resolve your issues by talking directly to the person , rather than talking about your conflict to other people.

Employees are Ambassadors of the School District

• Don’t criticize or complain• Give honest and sincere appreciation • Smile

What’s Your Intent?

When talking about other people, follow these simple rules:

• What you’re saying about the absent person is complimentary or constructive

• You would repeat word for word what you are saying if the absent person were present

It’s Important to Feel Valued

• How do we make parents feel valued and important?

• How do we make students feel valued and important?

Being Positive is HUGE!

• All customers should:• Be acknowledged.• Be greeted with a warm smile.• Feel important.

• Does the school’s front office shout, “WELCOME”?

Being Positive Is HUGE!

Phone etiquette: Does it Matter?

“Thank you for calling ____ Elementary, this is _____ how may I

help you?”

Let’s Reflect!

Role Play, Anyone?

Simple Truths of Service