Posts by JFS Admin
Investing in Soft Skills Training: Maximising Your School’s Success
As a School Business Manager, you understand the critical role your Education Support Staff play in providing exceptional service to teachers, parents, students, stakeholders, and the wider community. While it’s essential to focus on academic and technical skills, the importance of soft skills should not be overlooked. Soft skills, also known as people skills, are…
Read MoreFrom Fatigue to Flourishing: Strategies for Supporting Education Support Teams
In the midst of the COVID-19 pandemic, we witnessed a distressing surge in negative behaviours towards frontline customer service staff. This issue extends beyond businesses to our schools, affecting Education Support Staff who tirelessly serve teachers, parents, students, stakeholders, and the wider community. Instances of yelling, swearing, blaming, and threatening have left many ESS feeling…
Read MoreThe Role of School Business Managers in Customer Service Training
In the fast-paced world of education, School Business Managers play a critical role in managing a team of Education Support Staff who serve as the frontline representatives of your school. Their customers encompass teachers, parents, students, stakeholders, and the wider community. As a School Business Manager, you understand the importance of having a team that…
Read MoreMastering the Top 3 Challenges in Leading Education Support Teams
If you’re a School Business Manager responsible for managing a team of Education Support Staff who interact with a diverse range of customers, including teachers, parents, students, stakeholders, and the wider community, then you know firsthand the unique challenges of your role. Juggling the triad of needs, educating and motivating staff, and feeling isolated can…
Read MoreEquipping Your ESS for Success: How to Avoid These Top 3 Training Mistakes
As a School Business Manager, you know that effective teamwork and excellent customer service are essential for success. But how can you ensure that your Education Support Staff are equipped to provide the best possible service to your customers, including teachers, parents, students, stakeholders, and the wider community? Avoiding these top three mistakes in your…
Read MoreSoft Skills for ESS: A Must-Have for School Business Managers
As a School Business Manager, you know that delivering excellent customer service is essential to your school’s success. Your team of Education Support Staff interacts with a diverse range of customers, including teachers, parents, students, stakeholders, and the wider community. To provide top-notch service, your staff need the proper knowledge and skills to interact with…
Read MoreUnlocking the Secrets of Effective Communication with DiSC Behavioral Styles
As School Business Managers and Education Support Staff, we all have interactions with parents, students, and other stakeholders where our typical approach may not achieve the desired results. It can be frustrating when we feel like we’re doing everything right, but the other person isn’t responding how we thought they would. That’s where understanding human…
Read MoreSaying No with Confidence: Tips for School Business Managers and Support Staff
Early in my career of providing customer service, communicating NO was something I dreaded. I would have preferred to bungee jump naked off the roof of the Geelong library than have to tell a customer NO. I don’t do heights, falling isn’t high on my list of fun activities, and I REALLY like clothes, so…
Read MoreMotivating ESS for Training: Tips for School Business Managers
As a School Business Manager who manages a team of Education Support Staff, you know that providing excellent customer service is crucial for building positive relationships with teachers, parents, students, stakeholders, and the wider community. However, you may encounter resistance from some team members who may feel that attending customer service training is unnecessary or…
Read MoreMotivating ESS to Improve Skills and Exceed Expectations
As a School Business Manager responsible for managing Education Support Staff, have you considered if your team enjoys doing puzzles? Encouraging your team to ‘play’ at work can have a positive impact on their customer service skills. By treating every challenge or problem as a puzzle, your team can come to work with a curious…
Read More3 things to do before engaging a customer service training provider
Customer service training is a term that covers a broad range of skills and knowledge development. Every school is considered a business, and every business with staff who interact with internal and external customers at your school (either face to face or over the phone), needs those employees to have high-level ‘people skills’ – also…
Read MoreThe sign that you are low on leadership skills
Rude or angry visitors to your school, unexpected changes, staff conflict, delays, complaints, or mistakes can cause harm to even the most positive Leaders. These interruptions can find you thinking (or mumbling), “If people would just leave me alone, I would get so much more done for everyone.” Sound familiar? On those days, you probably…
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