Education Support Staff must live by this customer service rule: “One size does NOT fit all”. 

As humans, we all have what has referred to us a natural or preferred behavioural style. When we know our natural behavioural style, we can then take steps to adjust our style to more adequately suit the style of the parent, student or stakeholder, and that’s when the magic happens. Even slight adjustments in our communication can have customers more likely to trust us,.

Oh how wonderful… and the best news is, it’s not magic –  it’s DiSC.

The 4 DiSC Behavioural Styles

By understanding the 4 DiSC Behavioral Styles, we can become more effective communicators, Business Managers, and motivators and ultimately provide top-level service to our stakeholders.

The 4 DiSC Behavioral Styles are:

D – determined, fast-paced, and task-focused

A D-style customer likes to take control and make quick decisions, so it’s important to be direct and specific with them. 

I – inspiring, fast-paced, and people-focused

An I-style customer is positive and good at influencing others, so being friendly, having fun, and scheduling time for chatting can help build a rapport with them.

S – steady, slower-paced, and people-focused

An S-style customer values stability and calmness, so it’s best to present issues logically and focus on building a sincere connection. 

C – compliant, slower-paced, and task-focused

A C-style customer seeks data and information to ensure things are done correctly, so providing them with plenty of detailed information and being patient is key. 

By identifying a parent’s, student’s or stakeholder’s preferred behavioural style, we can adjust our communication style to better suit them and increase the chances of building trust and improving satisfaction.

Without the knowledge of human behaviour and communication styles, delighting our stakeholders can be a difficult task. But with the right education and training, we can learn to communicate effectively with even the most challenging stakeholders and achieve increased satisfaction and decreased complaints.

So let’s ditch the one-size-fits-all approach and embrace the DiSC Behavioral Styles to become top-level service providers in our schools!

Are you tired of feeling powerless when dealing with difficult people? Do you want to learn practical techniques to take control during and after challenging interactions? Our Dealing with Difficult People training is the solution for you and your Education Support Staff team. Gain insight into why people use challenging behaviours and learn how to respond effectively to minimise negative impact. Don’t wait any longer; book your training session today and become an expert in managing difficult situations with ease!

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

The post Unlocking the Secrets of Effective Communication with DiSC Behavioral Styles appeared first on Just For Schools.

As a School Business Manager or member of an Education Support Staff team, you may find it challenging to say NO to parents, students or other stakeholders. But fear not! Saying NO can actually be a great customer service technique.

As time (years) went by, I gained a lot of experience in saying NO to customers, and today, NO is no longer a problem. In fact, saying NO to customers has some very positive side effects. Before you read the three positive side effects, you, first of all, need to remember the following:

Body Language – Your actions speak louder than your words

Tone of Voice – It’s not what you say but how you say it.

The above is essential to remember when saying NO because, as Prof Albert Mehrabin (Author of Silent Messages) has helped us understand…

• In a face-to-face situation, 93% of your customer’s perceptions of how you feel and what your attitude is will come from your body language and tone of voice.
• When we say NO to a customer over the telephone, 85% of our attitude and how we feel is conveyed via our tone of voice.

Here are three reasons why saying NO can be a great customer service technique:

1. Saying NO can help you add unexpected value. If you don’t have what a parent or student needs, don’t be afraid to offer alternatives that may be outside of what you provide. For example, you could direct them to other schools or resources that may better suit their needs. By doing this, you’re showing that you’re honest and helpful, which can lead to positive word-of-mouth referrals.
2. Saying NO can help you manage unrealistic expectations. Some parents or students may demand things that are simply not possible or within your control. In these cases, it’s important to be assertive, not aggressive. By providing factual reasons why you can’t meet their needs, you’re demonstrating that you know your school and its services well. This can help build trust and credibility with your stakeholders.
3. Saying NO can help you think about future needs. While saying NO may mean that a parent or student has to adjust their expectations or go elsewhere, it’s important to make it easy for them to stay or come back in the future. For example, you could show them your school’s online resources or add them to your database for special offers and newsletters. By being proactive and helpful, you’re demonstrating that you care about their needs and want to build a long-term relationship.

Of course, we can’t please every parent, student or stakeholder all of the time and saying NO can change how a customer behaves. You might see disappointment, hear “salty” language, or some customers will do their best to make you feel totally responsible for their inability to get what they want.  

Remember, saying NO is not personal – it’s about the situation. So, say NO like a pro by being assertive, not submissive or aggressive.

If you’re looking to improve your Education Support Staff team’s communication skills and become experts at saying NO like a pro, contact Just For Schools today.

Our ESS Communication Excellence training is designed to help your team brush up on their face-to-face and telephone communication techniques, both verbal and non-verbal, so they can confidently handle any situation with stakeholders. Don’t wait any longer to provide your team with the tools they need to excel in their roles. Book our training today and see the positive impact on your school community!

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

The post Saying No with Confidence: Tips for School Business Managers and Support Staff appeared first on Just For Schools.

Schools often seek external training providers that specialise in soft skill development which is fantastic as there are many to choose from but finding the right training provider can be a challenge.

Sadly, if you haven’t had a negative experience with an external training provider, you probably know someone who has.

Perhaps….

• The trainer was inexperienced in the topic or as a trainer

• The time and money spent didn’t achieve the desired outcome

• A poor level of service was given by the training provider – they don’t practise what they preach.

You’re not alone, as we often hear of these and other unsatisfactory experiences that have left schools untrusting of training organisations. Rest assured, there are many professional and competent external training providers ready and waiting to help you, but before you hit ‘Google’, keep on reading.

DIY SOLUTIONS

First step. Before engaging an external training provider, be clear on what outcomes you are seeking and ask the provider how they would address your need, rather than tell them what you want. This will give you an insight whether they use a “one size fits all’ process or if they seek to learn about your school and offer customised solutions.

Ask training providers these 3 questions:

1. What experience do your trainers have in the chosen topics?

2. What schools have you worked with and how did you help them?

3. How will you learn about our school, our staff and our customers?

Speak to the trainer. It is not unusual for the person who takes your information and arranges the training program to be different to the person who turns up on the day.

Contact your governing or industry body. They should be able to recommend reliable and professional training providers.

LET US HELP YOU

If your ESS needs people (soft skills) development ie: customer service attitudes, team work, stress management and dealing with difficult people, then we will help to repair your confidence.

You can join our Live Leadership Masterclasses, delivered online, to provide year-round learning so you can help your ESS best.

If you’re more into face-to-face training, you can explore our Onsite Training sessions delivered by an experienced trainer who is a specialist in their field, is the most effective way to educate and motivate ESS.

We have an extensive list of delighted schools who are happy to speak with you and share their experiences with our services.

“Thank you for designing a session specific to the needs of our ESS team and for making it interactive without making staff feel uncomfortable. I had immediate feedback from the attendees saying how great the session was and asking for more.”

– School Business Manager

Reach out to us today to find out the best option to suit your school.

The post 3 Things to do Before Engaging an External Training Provider appeared first on Just For Schools.

If your role is to educate and inspire your Education Support Staff to work together in harmony and provide great service, read on to make sure you’re not guilty.

Disclaimer – This is my top 3. It comes from 25+ years of attending  and providing teamwork and customer service workplace training.

1. Death by PowerPoint

Lots and lots of word-heavy slides, little to no images or colour, and the presenter/factilitator reads them out word by word with their back to the room and face to the slides.

Using PowerPoint slides is a great way to help you, the presenter, stay on track and cover everything, BUT when you’re sharing information with adults, you need to be aware of the 3 Adult Learning Styles and that some people learn best when all 3 styles are covered.

These 3 styles are:

Auditory

What can be heard. This can include words, music or noises that are relevant to the content. Using words to tell a relevant story is a powerful way to transfer information.

Visual

What can be seen. This can be written words, images, colours, numbers, graphs etc. Always remember the saying, “A picture is worth a thousand words.”

Kineasthetic

What can be done. This is for those who learn from using their other senses – touch, taste and smell. ‘Let me try’ is the cry of the Kineasthetic learner.

2. Role Playing

They make most attendees feel anxious, which turns off their ears for fear of being asked to perform in front of their peers. Think of what you bring into the training that is ‘real play’.

Games, competitions and case studies that are relevant to the learning goal, are great ways to let people practise skills in pairs or small groups. Steer clear of people ‘standing out the front’ and trying something new in front of everyone – some will be OK, most will hate it.

3. No Sense of Respect

The content is ‘one size fits all’ and not adjusted to suit the skills, knowledge and experiences of the team. It’s telling people what to do (Auditory) and expecting your words to motivate everyone to do it and keep doing it. Tailor the training to include asking attendees to bring along their ideas. People are more likely to abide by standards if they have input into them.

Being a workplace trainer is a skill you can learn, and it’s not just reserved for the brave, the extroverted or the specialists – it’s for those who are willing to learn and keep learning, and it’s for those who know it’s not about them…it’s about those in front of them.

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

The post Are You Guilty of the BIG 3? appeared first on Just For Schools.