Building a Culture of Service in Schools

January 5-6, 2023 | 8:30 am - 4:00 pm

This is a Certificate Program – 18 Hours of Professional Development will be Awarded.

Schools that had leaders recently complete this course:

 

Professional Development for Administrative or Academic Support Staff and Teachers with real school cases illustrating how support staff members and faculty members can provide exceptional service to everyone in the educational community. The ultimate purpose of delivering stellar service to parents, teachers, and other staff members is to meet the students' needs, enhancing their learning eventually.

We ought to build a culture of service for the whole school.

If you want to increase the real value and benefit of working and learning at your school, you need to accept that we are all working in service to one another to realize the vision and mission of our school. We ought to build a culture of service for the whole school. In doing so, we show our parents, their children, and our teachers and other staff members that we care about them. Whenever an issue pops up, it is important that we engage, answer doubts, and help solve the problem. That's how these critical stakeholders know that we want what is best for our students.

“During the Legendary Service workshop, Henry set an example of legendary service. Because of work, I had to leave the first session midway. Henry took the initiative to contact me to make up lessons for me and then recommended a very applicable book to my current work situations. His care and mindfulness moved me. Throughout the training course, Henry invited professionals such as a foreign teacher, a parent, and an operations director to share their customer service encounters with the school's staff members. He also meticulously put all of us in groups to ensure diversity and encourage in-depth sharing. Henry also created case studies for us to role-play and practice the techniques. The case studies helped us to see challenges from the perspectives of colleagues in various departments. The whole training has given me two biggest inspirations: first, providing legendary service is teamwork. Second, legendary service begins with leadership. If it doesn’t happen, we should do our best to implement legendary service ourselves by cultivating legendary service into a culture. I thank ACAMIS and Henry for organizing this training!”

— Connie Liang, Beijing Chaoyang Kaiwen Academy

What will I learn?

By the end of the workshop, participants will understand the importance of providing exceptional service, learning to care for students, parents, teachers, and other staff members, and applying the service principles and techniques in the school environment.

Many managers tell their frontline administrative and academic staff members and teachers to be friendly and give outstanding service but do not explain how to deliver it. This is a very hands-on program; there will be ample opportunity to put the principles into practice.

 

Module 1

Making a Commitment to Legendary Service

The why always precedes the what and the how. Knowing the why will give us a better chance of success. It is essential to understand the importance of providing amazing service intrinsically. Next, it is necessary to know what stellar service is and what characteristics are critical to delivering the desired service. With that knowledge, we will more readily commit to our goals. Participants will craft a clear personal service vision. Participants will learn three simple steps to build rapport and relationships with parents, students, teachers, and other staff members as a starter.

At the end of this module, the participants will be able to:

  1. Understand the importance of delivering stellar service.

  2. List a set of qualities of an outstanding service professional.

  3. Construct a clear personal service vision (a Thank You letter).

  4. State simple steps in developing rapport with parents, teachers, and other staff members.

Module 2

Knowing the People You Serve and Their Preferences

To support and serve others more fully, it is vital to be attentive to them to know who they are and what they want. Participants will learn about profiling. Active listening establishes connections between participants and the people they support and serve, which allows for ease of interaction and ensures that messages are being related completely and accurately. This will encourage these people to express themselves more clearly and candidly.

At the end of this module, the participants will be able to:

  1. Examine profiling to know the difference types of people they serve and their specific preferences.

  2. Develop a method for collecting and processing feedback.

  3. Cultivate active listening skills.

 

Module 3

Forming Longstanding First and Last Impressions

Making students, parents, teachers, and other staff members feel welcome is the first step. As the saying goes, you never get a second chance to make a first impression. The last impression you make may be the one that sticks with the people you serve and support the most. 

At the end of this module, the participants will be able to:

  1. Discuss ideas for making remarkable first and last impressions.

  2. Identify points of contact with customers during day-to-day interactions.

  3. Draft a plan to make each interaction matter.

Module 4

Being Responsive to the Needs of Parents, Students, Teachers, and Other Staff Members

Focusing on relationships with these stakeholders is the school’s most powerful competitive advantage. To accomplish that, participants will discover ways to show them that they care. Participants must respond to needs with kindness and empathy in situations. In particular, it is extremely stressful to manage difficult situation that involve parents and staff members. 

At the end of this module, the participants will be able to:

  1. Identify ways to show the people they serve that they care about them.

  2. Seek opportunities to build trust and earn trust with the people they serve and their direct supervisors.

  3. Learn techniques to deal with difficult situations that involve parents and staff members.

 

Program Reading

Legendary Service: The Key is to Care
极致服务：如何创造不可思议的客户体验

By Ken Blanchard

The book is included in the registration fee.
Participants (or Schools) have the option of selling back the book at SGD 8.

Here are some ways to purchase the book yourself:

 

Facilitator

Henry Wong

In addition to being an accomplished editor on interpersonal relationships, Henry is one of the few administrators that have served in both academic and non-teaching roles in a school. He has more than sixteen years of work experience in international schools based in Singapore, China, and the US. His administrative positions have included Senior Admissions and Marketing Manager, Business Administration Director and Co-head.

Henry worked in three international schools and two bilingual schools with student populations ranging from 220 to 1400. His international schools’ responsibility was to oversee and provide leadership for non-teaching functions, including the Admissions & Marketing, Finance, Human Resources, Public Relations, IT Help Desk, Facilities Management, Auxiliary Services, Procurement, and Inventory departments. These schools had very culturally diverse teaching and family populations. All the schools are accredited by associations of schools and colleges (US) and IBO authorizes the three international schools. He published a booklet titled “Preparing Host Country Support Staff for their Roles in International Schools.”

At Suzhou Singapore International School (SSIS), Henry raised his support staff’s service standards to a level that equals to best practices of great international schools in less than two years. Most of his departments and offices received more than 90% of satisfaction from parents and teachers. Three offices obtained 100% customer satisfaction over three consecutive years. During his three years at SSIS, they witnessed the lowest turnover rate of the business admin division staff; only one staff member resigned. A healthy working relationship was established between the academic and admin teams.

Henry obtained his bachelor’s degree at Biola University, California, majoring in Organizational Leadership. After acquiring his master’s degrees in Education at Pepperdine University, and Intercultural Studies with an emphasis in International Business at Biola University, he took up an instructor position at Tianjin University of Technology in China. He taught two subjects – Intercultural Communication and International Trade. In addition, he taught Mathematics to middle school students for two years. He also received a multiple subject teaching credential with a supplementary authorization in Business Studies from California.

What people are saying…

SGD 443.00

Per Registration - Inclusive of Lunch, break time snacks, and the Legendary Service book.

Participants will receive a copy of Ken Blanchard’s LEGENDARY SERVICE: The Key is to Care 1st Edition.

If you would like to pay by bank wire transfer, please email erren@pdacademia.com with the name, job title and email address of each person you would like to register and we will email you an invoice with bank payment instructions.

For bulk registrations, please email erren@pdacademia.com with the name, job title and email address of each person you would like to register along with the payment receipt.

*All bank wire fees (local and international) are the sole responsibility of the registrant. Please ensure PD Academia receives the net amount of SGD 443 per participant.

Registration Fee Refund Policy

  • If notice of cancellation re the registered participant is received:

    • 30+ days pre-event: 80% of fee is refundable

    • 15-29 days pre-event: 40% of fee is refundable

    • Less than 15 days pre-event: no refund

  • "Event" means the first session in the program.

  • Participants who commence but do not complete the full annual program (withdrawing part way through) will not be granted any fee refund.

  • You may request substitution of a participant(s) and this will be processed at no cost.

  • Any free places purchased will be cancelled first. Free places cancelled are not refundable.