The Power of Positivity: A Resource Guide for School Business Managers
As a School Business Manager, your role revolves around managing a team of Education Support Staff who are the frontline representatives of your school. Their interactions span a diverse spectrum of stakeholders, including teachers, parents, students, and the wider community. It’s evident that the attitudes of your Education Support Staff can significantly influence the school environment. In this blog, we delve into the realm of fostering a positive service attitude among your team.
The Impact of Attitude on Interactions
Your Education Support Staff understand firsthand that their attitudes directly affect their behaviours. Negative attitudes can lead to undesirable behaviours, impacting not only their interactions but also the experiences of everyone they engage with. Authentic positivity trumps mere surface-level attempts to fake a positive demeanor, as the latter is not sustainable in the long run.
The Frontline Visibility
Being on the frontline means being visible to everyone around. Yet, it’s common for frontline staff to momentarily forget that they are constantly observed. Rude people, unexpected challenges, and disruptions can test even the most seasoned professionals. However, customers and co-workers alike can discern insincerity from genuineness.
Positivity in the Face of Challenges
Certain days demand a greater effort to maintain a positive attitude. Education Support Staff must choose the right attitude consciously, especially during tough times. This conscious shift in attitude not only reduces stress but also garners positive feedback from both customers and co-workers. A positive attitude becomes a powerful tool for navigating challenges.
The Toolbox of Attitude Adjusters
Education Support Staff wield a toolbox filled with attitude adjusters, enabling them to navigate even the most challenging situations:
- Active Listening and Empathy: Handling Angry or Confused Customers
- Prioritisation: Balancing Day-to-Day Demands
- Self-Awareness and Self-Regulation: Components of Emotional Intelligence
- The “Yes, I Can Help” Belief: A Positive Mindset
The Struggle for Daily Positivity
While choosing positivity at the start of the day is ideal, it’s not always easy to maintain that attitude throughout. Personal situations, mental health, and physical well-being can all affect emotions and hinder concentration. It’s important to acknowledge that tough times may impact work performance.
The Importance of Disclosure
In instances where personal challenges hinder performance, disclosing these challenges to Managers becomes essential. Managers have a responsibility to provide a safe environment for all. Education Support Staff who are unable to function safely or maintain professionalism due to personal challenges can affect the entire workplace’s productivity and safety.
Caring for Yourself and Seeking Support
When challenging times arise, practicing self-kindness is crucial. Being honest with your Manager about personal challenges allows for appropriate support and steps to be taken. Taking breaks, seeking guidance, and engaging in open discussions can help recharge your customer service batteries and promote an attitude of service excellence.
Explore “The A-Z of Service Excellence”
If you aspire to foster a team of Education Support Staff who embody Customer Service Professionals, consider diving into “The A-Z of Service Excellence,” a resource by Cate Schreck, Director of Just For Schools. This book is available in hard copy, e-book, and audio formats, offering insights and strategies to enhance service excellence within your school community.