When we get this merry-go-round of money and time right, it’s great… but we can’t stop there.

As team leaders or School Business Managers, we have to review what we do, look for ways to improve, and keep doing and reviewing because customer expectations will change – and if you’re not watching, so can the dedication of your ESS.

• ESS who feel under-appreciated for their dedication to the goal of exceeding customer expectations can become a hand brake on the merry-go-round. 
• ESS who are not recognized for their ability to keep going round and round can stop turning.
• ESS who don’t get time to stop and re-focus can get dizzy and fall off the merry-go-round.

How do you know if anyone on your team is about to stop?

Use the below checklist to gauge if your team is spinning out of control or is in control of creating a remarkable experience for your customers at your school:

• The noise of the workplace includes laughter and sounds of a team having fun
• Staff receive more compliments than complaints from customers
• Staff talk with empathy about their customers’ challenges
• Staff come to you with ideas on how to improve the customer experience
• You measure and share service outcomes
• There is a focus on maintaining a mentally and physically healthy work environment
• The team celebrates success – at least weekly
• You trust your team and are proud of them
• Customers refer friends and family to your school

Want to know how to create an ESS team that meets the above items?

Contact us to find out how we can provide you and your team with the best professional development tailored to your needs.

By Cate Schreck

 Author of The A – Z of Service Excellence

The post Why Education Support Staff Are Stopping Work appeared first on Just For Schools.

According to www.urbandictionary.com: An introvert is a person who is energised by spending time alone. Often found in their homes, libraries, quiet parks or other secluded places, introverts like to think and be alone. Contrary to popular belief, not all introverts are shy. Some may have great social lives and love talking to their friends, but just need some time to be alone to “recharge” afterwards. 

Some of your Education Support Staff and customers at your school will be introverted, and December can leave them feeling anxious and drained of energy. Why?

It’s socialising season! The invitations start rolling in for lunches, drinks, BBQ’s and parties and whilst many people love the group festivities, an introvert who receives an invitation to socialise, may wish you hadn’t bothered.

If you’re an introvert, you will understand the mixed emotions that bubble up when invited to socialise. It’s wonderful to be recognised and thanked for your work and be rewarded for your efforts, but the idea of a social event makes you tired just thinking about it.

You want to say no, but you fear you will offend or be considered rude. A work event on its own may be fine, but in December, you have invitations coming from friends and family too. Christmas lunch on its own can be enough to send a dedicated introvert under the table while extroverted Uncle Barry dances on it.

Here are my five ideas to help you engage and thank your introverted ESS (and customers) this year.

1. Build a personal profile.

Consider each employee’s personal likes/dislikes, i.e. sports clubs or individual sports people they follow, books they like to read, artists or music they enjoy, events they attend, charities they support or games they love to play. (This information will also help you to determine if they are introverted or extroverted.) Aim to find out one piece of information a month, and by the end of the year, you should be able to provide them with a gift they will really appreciate. Start now for next year.

2. Give rather than receive.

Could you and your team volunteer or donate funds to a charity instead of paying for a staff function? This type of “gift” could mean so much more than free food and drinks. Invite staff for input to select who, what, when, where, why and how they support.

3. Make it optional.

Help an introvert feel comfortable saying no by offering a social activity with an optional non-social activity. “Would you prefer to attend a social gathering at the end of the year or receive a movie voucher/book/gift voucher or time off to volunteer?” Introverts may be happy to get together but show more interest in a quieter location that allows them to talk without yelling and sit in smaller groups.

4. Include Name Tags.

Part of the difficulty an introvert experiences in social situations is small talk, particularly with co-workers or customers they don’t know very well. Name tags are a great way to help. Pop a number on the name tags too. The number can represent that person’s years of service, number of pets, number of children, or simply their favourite number. Guessing or asking what the number represents helps start conversations.

5. Ask for suggestions.

Survey your staff to find out what they really want to receive as a reward or thank you for their work or to celebrate a successful year. You may be surprised at the responses, and the information makes choosing a breeze; you know what is guaranteed to delight.

Whatever you choose, remember that, like your customers, your ESS want to feel valued and appreciated.

We do this best by listening, asking questions, and remembering; excellence is many small things done well, and it is not a one-size-fits-everyone process. 

The team at Just For Schools wishes you all a very safe and happy festive season.

By Cate Schreck

 Author of The A – Z of Service Excellence

The post How to Thank Introverted ESS This Festive Season appeared first on Just For Schools.