1. Does Your School’s Atmosphere Shout “Welcome”?

2. 2012 - 2013 Coming Together is a Beginning Keeping Together is Progress Working Together is Success The Power of the Dream

3. Schools are Living Systems Change is Inevitable: Growth is Optional The human aspect of school change is the most difficult, yet essential element of overall success. -Blankstein, 2004

4. Vision Statement

5. What’s our Mindset? Fixed Mindset Avoids challenges Gives up easily Sees effort as fruitless Ignores feedback Threatened by others’ success  Plateau early  Achieve less than their potential Growth Mindset Embraces challenges Persists through obstacles Sees effort as necessary Learns from feedback Inspired by others’ success  Achieve at higher levels  Copes with challenges and changing conditions better Dr. David Conley, CEO of Education Policy Improvement Center (EPIC)

6. Exemplary Customer Service Defined Customer service is a commitment to meeting and exceeding constantly and consistently the needs of our customers. It is treating others twice as well as you would like to be treated yourself.

7. Who Are Our Customers? Students Parents Co-Workers Community Members Other internal and external customers

8. Why Go the Extra Mile? The degree to which a school is welcoming influences the extent to which parents become involved. When families feel welcomed in their child’s school, there is a positive impact on student performance. A welcoming and positive school culture correlates strongly with increased student motivation and staff satisfaction.

9. First Impressions Matter Office Staff: A School’s PR Firm Office Staff is the schools number one public relations person!

10. Do both internal and external visitors experience a sense of warmth and friendliness?

11. Creating a welcoming atmosphere is more an ATTITUDE than anything else!

12. The Choice is YOURS Attitude Enthusiasm Energy

13. Going the Extra Mile How do we greet customers when they enter the front office? How do we greet customers when we answer the phone? How does the office area feel inviting/welcoming to our customers? Does it matter how we communicate on the campus PA system?

14. It’s important to remain calm, pleasant, and professional at all times.

15. Communication Verbal: The message that we deliver Vocal: The voice that we convey Visual: Our body language Verbal- 7% Vocal- 35% Visual- 58%

16. Active Listening Heart Eyes Ears

17. Bad Habits of Poor Listeners Interrupting Jumping to Conclusions Finishing others’ sentences for them Frequently, and abruptly, changing the subject Inattentive body language Not responding to what others have said

18. It’s Not What you Say, it’s How you Say It Avoid judgment- Stick to the facts! Disrespectful Hard to get along with Pushy Rude

19. Conflict Resolution When you have a potential conflict, resolve your issues by talking directly to the person, rather than talking about your conflict to other people.

20. Employees are Ambassadors of the School District Don’t criticize or complain Give honest and sincere appreciation Smile

21. What’s Your Intent? When talking about other people, follow these simple rules: What you’re saying about the absent person is complimentary or constructive You would repeat word for word what you are saying if the absent person were present

22. It’s Important to Feel Valued How do we make parents feel valued and important? How do we make students feel valued and important?

23. Being Positive is HUGE! All customers should: Be acknowledged. Be greeted with a warm smile. Feel important. Does the school’s front office shout, “WELCOME”?

24. Being Positive Is HUGE! Phone etiquette: Does it Matter? “Thank you for calling ____ Elementary, this is _____ how may I help you?”

25. Let’s Reflect! Role Play, Anyone?

26. Simple Truths of Service