Leadership
School Office & Admin Staff: How to Excel in Your Role
Handle the queue at reception, the angry phone call and the flustered colleague in a way that leaves everyone, you included, a bit happier.
- 44 minutes
- 8 modules
- 0.5 CPD hours
- Certificate
Members
14 days free, then £70 a year or £7 a month.
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What you'll learn
- See how your role shapes the way people feel about your school
- Meet what parents, visitors and colleagues expect when they come to you
- Stay calm with an angry or stressed visitor by understanding what's behind it
- Notice your own triggers and plan how you'll respond to them
- Take ownership of a request and keep people updated when there's a delay
About this course
You're often the first person a parent sees and the voice on the end of the phone. That shapes how people feel about your school, and it's easy for it to go unnoticed, even by you.
This course helps you do the job with more confidence and get more out of it. You'll look at what parents and visitors expect when they come to you. You'll also see why someone who arrives angry may have flipped their lid for reasons that have nothing to do with you, and how to stay steady when it happens. There are simple habits too: answering the phone quickly, owning a problem rather than passing it on, and being honest when something will take longer.
Running through it all is a bucket of sunshine. You'll notice what fills yours, and how much you add to everyone else's.
- For support staff. All phases.
8 modules
Open in order
- 5 min
Introduction
- 4 min
Your job
- 9 min
Your customers
- 5 min
How do others see you?
- 6 min
Understanding ourselves
- 8 min
Empathy and understanding others
- 7 min
Stress and tension
- 3 min
Wrap up