Understanding Frustration 

Before we delve into solutions, let’s acknowledge that frustration is common in any workplace, and ESS team members are no exception. They often face unique challenges that can lead to frustration. The pressures of multitasking, adapting to shifting priorities, and sometimes feeling undervalued can take a toll. 

The Empowerment Factor 

Empowerment is the name of the game. When your ESS team feels empowered, frustration naturally recedes, and job satisfaction soars. But what does empowerment really mean in this context? It’s about giving your ESS team the tools, trust, and support they need to excel in their roles and find fulfilment in what they do. 

Recognising Signs of Frustration 

How can you tell if frustration is brewing among your ESS team members? Look for signs like decreased enthusiasm, reduced teamwork, or increased absenteeism. These can be red flags indicating that something’s amiss. 

Shifting Perspectives 

To initiate change, we first need to change our perspective on frustration. Rather than seeing it as a problem, let’s view it as an opportunity for growth. As a School Business Manager, you play a pivotal role in fostering a positive mindset among your team. 

Strategies for Empowerment 

Now, let’s dive into the good stuff—strategies to empower your ESS team: 

1. Building Trust and Open Communication: Create a safe space for your team to express concerns. Encourage open dialogue and let them know their voices are heard. 

1. Setting Clear Expectations and Goals: Define roles and responsibilities clearly. Establish performance objectives and help your team understand how their work contributes to the bigger picture. 

1. Providing Opportunities for Skill Development: Tailor professional development plans to their needs. Invest in skill-building workshops and courses that align with their roles. 

1. Recognising and Celebrating Achievements: Acknowledge and celebrate their contributions. Implement employee recognition programs to shine a spotlight on their hard work. 

Fostering Job Satisfaction 

As your ESS team becomes empowered, job satisfaction will follow suit. The ripple effect of this transformation will be felt across your school as morale improves, teamwork strengthens, and fulfilment becomes the norm. 

Conclusion 

In conclusion, it’s time to shift the narrative from frustration to fulfilment for your ESS team. By taking proactive steps to empower them, you’re improving their lives and enhancing your school’s overall environment and reputation. The journey begins with a commitment to lifelong learning and a belief in the power of growth.  

So, are you ready to embark on this transformational journey with your ESS team? Remember, it’s not just about addressing frustration; it’s about nurturing a culture of fulfilment.  

Ready to Raise the B.A.R for Professional Development for Your Education Support Staff? 

We’re here to help you make it happen in three simple steps: 

Book – You no longer need to take a stab in the dark and hope for the best when looking for suitable PD for your team. Engage with us to book the right professional development, saving you time and removing frustration. 

Attend – Our Trainers and Facilitators have a minimum of 10 years of training experience and are experts in the topics they deliver. Meaning your ESS team will leave feeling valued and with enhanced teamwork and service skills, lifting your confidence and reputation as a Business Manager.  

Review – We’ll never love you and leave you after a session with us. Instead, we’ll provide recommendations to maintain that post-training momentum and motivation, leaving you feeling confident and supported. Let’s embark on this journey together! 

The post From Frustration to Fulfilment: Transforming Your ESS Team’s Experience appeared first on Just For Schools.

The Soft Skill Training Dilemma: Budgets and Benefits

When it comes to investing in soft skill training, many School Business Managers face challenges due to limited budgets or the perception that it is an unnecessary expense. However, considering the direct and indirect costs, as well as the benefits, can help you make a compelling case for investing in soft skill development.

Direct Costs of Soft Skill Training:

• External training provider’s fees
• Training materials (if not included in the course fee)
• Travel and accommodation costs for participants
• Additional training materials

Indirect Costs of Soft Skill Training:

• Participants’ wages, including on-costs (e.g., tax, superannuation, and workers’ compensation)
• Cost of temporary staff replacement or productivity loss during training
• Management time spent on organising training
• Administrative costs and utilities associated with the training activity

Benefits of Soft Skill Training:

• Increased employee job satisfaction and retention
• More customer compliments and referrals
• Improved productivity and efficiency
• Reduced staff disagreements and turnover
• Decreased customer complaints
• Enhanced staff motivation to solve problems

Making Informed Training Investments

As a School Business Manager, determining how much to invest in staff training and when to do so can be challenging. You want to ensure that your budget is wisely allocated to achieve the greatest impact. At Just For Schools, we specialise in helping school leaders navigate this process and make informed decisions.

Our expertise lies in:

• Assessing training needs and identifying skill gaps within your Education Support Staff
• Designing tailored training programs to address specific challenges and opportunities within your school community
• Maximising the return on investment by targeting the right individuals at the right time for training
• Providing ongoing support and evaluation to ensure the training translates into real-world results

Unlock the Potential of Your Education Support Staff

Investing in soft skill training for your Education Support Staff is an investment in the overall success of your school. By developing their people skills, you empower them to deliver exceptional customer service, foster positive relationships, and contribute to a thriving school community.

If you’re ready to determine the optimal investment in staff training and unleash the potential within your Education Support Staff, contact us at [Your Contact Information]. Let’s work together to create a training plan that aligns with your school’s unique needs and goals. Remember, when it comes to soft skills, the rewards are far-reaching and long-lasting.

Don’t miss out on the opportunity to take your school’s success to new heights. Invest wisely in soft skill training and witness the positive impact it brings to your Education Support Staff, teachers, parents, students, stakeholders, and the wider community. Contact us today and let’s embark on this transformative journey together!

The post Investing in Soft Skills Training: Maximising Your School’s Success appeared first on Just For Schools.

Understanding the Pressure: Supporting Staff in Uncertain Times

The pandemic has placed unprecedented stress on both individuals and schools. School Business Managers, alongside their teams, are facing unique challenges while juggling personal responsibilities. The weight of these circumstances, coupled with the demands of reviewing, adapting, and supporting their staff, can result in emotionally draining days. However, it’s important to remember that even during difficult times, expressing stress through intimidating behaviours is not acceptable.

Highlighting Positive Interactions and Building Resilience

Amidst the challenges, there have been inspiring instances of kindness and understanding from caring School Business Managers. These individuals not only defend ESS but also work collaboratively with them. Their actions reinforce the idea that we are all in this together and provide a much-needed boost to the morale of schools. Recognising and appreciating these positive interactions is crucial in maintaining a sense of optimism and perseverance.

Equipping School Business Managers: Tools for Empowering Education Support Teams

At Just For Schools, we have been dedicated to creating teams of confident and engaged ESS since 2012. However, the current climate has highlighted the significant levels of fatigue, anxiety, and anger experienced by ESS and their managers. In response, we are offering customer service, teamwork, and leadership training programs to infuse positivity, confidence, and clarity into teams. Our goal is to equip School Business Managers with the necessary tools to support their staff effectively.

Introducing the Book: A Resource for the Depleted

We understand the challenges faced by Education Support Staff and their managers. To provide support and guidance, we have just the book for them. Each chapter addresses crucial aspects of the customer service experience, emphasising emotional intelligence, fun, handling complaints, gaining perspective, and finding daily moments of Zen. It serves as a reminder of the value and resilience of frontline staff.

Join us in supporting fatigued, frustrated, and anxious ESS by purchasing this valuable resource. Let’s work together to navigate the storm, ensuring exceptional customer service and fostering a positive work environment.

Purchase the book today and empower your Education Support Team to weather any challenge with resilience, empathy, and professionalism.

The post From Fatigue to Flourishing: Strategies for Supporting Education Support Teams appeared first on Just For Schools.

Customers quickly get frustrated and tire of ESS who can’t match their customer service rhythm.

Understanding our own service rhythm is the first step in adjusting to suit the rhythm of a customer.

At Just For Schools, we use tailored Training to give ESS the knowledge and skills they need to adjust to the rhythm of every customer.

Below is an example of 4 customers who have different service rhythms.

Customer A is Calm and Friendly

They have done their research and have planned enough time to listen carefully and ask questions. They prefer a quieter environment, so moving them away from other people or noise will help them to relax. They are motivated by helping others so, for example, if your school provides support to local communities/charities, make sure you take the time to explain this to them.

Their theme song is… Imagine by John Lennon

Customer B is Positive and Happy

They love to chat, they are very social and often talk and think fast. They want your attention, and they love to make people smile and will look for opportunities to engage and delight. They are motivated by positive outcomes and will use their humour, quick wit and positivity to make sure everyone around them is having a good time – which means you may have to repeat information as they can be easily distracted.

Their theme song is… Can’t Stop The Feeling by Justin Timberlake

Customer C is Careful and Concise

They have done all the research and will arrive prepared. They know what you can or can’t do, they have ideas of how you can do it better, and they want your undivided attention. They are motivated by facts and direct communication – leave the small talk out of it. They will appreciate time to think and assess before they decide.

Their theme song is… It’s Got To Be Perfect by Fair Ground Attraction

Customer D is Direct and Demanding

They have limited time and loads of confidence, so they will expect you to have all the answers otherwise, get them someone who does, They want to be treated as high priority, and they want the best you can offer – now. Their direct communication may feel abrupt, but they are busy people who don’t have time for chit-chat and are motivated by staff who get to the point, move fast and get things done – now.

Their theme song is… My Way by Frank Sinatra

If all of the above seems daunting, never fear – Just For Schools is here.

We specialise in providing Education Support Staff with the training that gives them the ability to identify customer rhythms and effortlessly sync up and sing up a storm (which translates to creating a remarkable reputation for the school). It’s a triple win.

Contact us today to tune up your customer service team.

By Cate Schreck – Author of “The A – Z of Service Excellence” 

The post How Kermit can cause customer complaints appeared first on Just For Schools.

What would happen if you empowered them to come up with and road test a new way of doing just 1 thing every week?

TWO RULES

1. The actions have to positively impact customer service

2. You have to let your team decide, implement and review the new (you have to take a step back).

And there you have it! 52 customer service improvement ideas created and tested by the people who know your customers likes, dislikes, needs and wants.

If you are already thinking of 52 reasons why this won’t or can’t work, why?

Unless you’ve done it before or in the middle of doing it, why wouldn’t you give it a go?

I’m not trying to be pushy here, I really want to know why.

Why I think you should is obvious. I know the huge benefits of empowering your ESS to come up with and road test service improvement ideas, but if you want more evidence, below are four stats that might make you rethink why letting your team do the thinking could be worth their time and not yours…

• 91% of unhappy customers will not willingly do business with you again.

Source: Lee Resources

• It can take as many as 12 positive experiences to make up for 1 negative experience.

Source: Understanding Customers by Ruby Newell – Legner

• 76% of consumers say they view customer service as the true test of how much a business values them.

Source: 2015 Aspect Consumer Experience Survey

• Customers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences.

Source: 2012 Global Customer Service Barometer

(Schools are a business and the term customer relates to the people who use the School services ie: Students, Parents/Guardians etc) 

Go on, I challenge you to light a fire of service excellence in ESS and let it burn across your frontline. 

Want some help? My book is packed with the A – Z of customer service improvement ideas and actions.  Grab the book and you will have 26 actions ready to go – you’re welcome 🙂

By Cate Schreck – Author of “The A-Z of Service Excellence”

The post Are you brave enough to do this 52 times? appeared first on Just For Schools.

It began when the frontline employee asked Mr Customer if he would like a bag for his purchases. Mr Customer used his outside voice to declare there were more important things for businesses to concentrate on other than what type of bags they offered their customers.

In Mr Customer’s opinion, plastic bags weren’t an environmental problem in Australia, and businesses should care more about what customers care about, like prices, service, safety, poor shop layouts, inadequate parking and (ironically) queues.

Mr Customer was VERY passionate, and he was in danger of being heckled (from a safe distance)by the growing queue of waiting for customers if he didn’t pack up his soapbox and head off to spread his wealth of opinions elsewhere.

What drives customers to behave this way? Was Mr Customer aware or unaware of how he was coming across? Did he care? Was this the first time he was given a chance to vent his views? Was he aching for human connection? Was he a serial opinion-sharer with “trapped” frontline staff?

Mr Customer’s reason is not the reason why I am sharing this story.

I am sharing to highlight a frontline employee who behaved professionally in what could easily have become a big problem.

The frontline employee did three key things:

1. Listened with respect. She did this by maintaining eye contact with the customer and nodding to confirm he had her attention, and she was genuinely listening to what he was saying.

2. Neither agreed nor disagreed. She did not reply or respond positively or negatively to what Mr Customer was saying. She neither challenged nor encouraged. She listened – with her eyes and her ears.

3. Helped the customer to move along. She thanked him sincerely for his perspective and wished him a lovely day as she invited the next customer to the counter.

What was also impressive about how this employee behaved was that she didn’t belittle Mr Customer after he had gone. It would have been easy for her to shake her head, roll her eyes or let out a big sigh and share her opinion or discomfort with waiting for customers (who were rolling their eyes and sighing).

This talented frontline served the next customer just as professionally as the last. She is a true professional.

No one is born with the skills to manage tricky customer situations easily; it takes soft skill training and on-the-job practice.

Share the above three soft skill steps with your Education Support Staff and then step back and let them practice. Practice grows confidence, and the combination of soft skills and experience makes for a professional frontline which gives your school a remarkable reputation.

Contact us if you want to create your team of confident Education Support Staff with the best professional development training for improved people skills.

By Cate Schreck – Author of The A – Z of Service Excellence

The post How One Employee Stopped a Customer Riot appeared first on Just For Schools.