This course will provide front of house school reception staff with the skills and knowledge they need to meet the needs of their customers, communicate effectively, deal with difficult people, and manage their time effectively.
The role of the front of house school reception staff is varied and challenging, often done with little or no training on the specific demands of the position. This full day masterclass has been designed to support staff in some of the biggest challenges they face. You will start the day by exploring the importance of customer service in a school setting and how you can work to identify and meet the needs of your customers. Our expert trainer will then lead you through a detailed session on effective communication, so that you feel equipped to improve your written and verbal communication skills. The second half of the day will begin with a workshop on dealing with difficult people, so that you are able to identify and diffuse difficult situations to prevent them escalating. You will end the day with a session on time management, to support you to effectively prioritise and manage your time.
WHO SHOULD ATTEND
This masterclass is perfect for new and experienced school reception staff and other front of house staff.
KEY LEARNING OBJECTIVES
Understand the importance of customer service in a school setting
Identify the needs of their customers and how to meet those needs
Communicate effectively with their customers, both verbally and in writing
Deal with difficult people in a professional and effective manner
Manage their time effectively to ensure that they are able to meet the demands of their job
FACILITATOR: Stephen Burnage
Stephen has spent over 25 years teaching and leading challenging secondary schools across the UK, is now a sought after expert practitioner, consultant and trainer in: Developing outstanding leadership at all levels, Highly effective strategies to ensure outstanding learning, teaching and progress, Positive behaviour management techniques to re-engage disaffected learners, Restorative justice, Performance management, professional development, coaching and mentoring, peer mentoring, Safe recruiting, child protection and safe interview practices, Meeting the needs of exceptionally able learners; and Music and Performing Arts Education
