This week’s tip: Meet the need. Don’t take a message.
SAMs know that office staff can help the principal have a greater impact on teaching practice, stay on task and go home at a reasonable time ~ if they avoid saying, “Can I take a message?”
Instead, great office staff members use the SAMs Communications Protocol and First Responder system. When a caller, visitor, staff member or student says: “Is the principal available?”, they respond by stating when the principal is available by clicking Auto Select on TimeTrack. (see screen shots, below)
“I can get you in to see the principal at 10:00 AM…but she would not want you to wait. The First Responder for your concern is Eve Stevens. Can I have Eve help you and save the time with the principal in case you still need her?”
It is easier, perhaps, to say: “The principal is not available. Can I take a message?” The problem is this delays dealing with the concern, makes the caller, or person at the front counter, feel unimportant, and leaves the principal with a stack of call-back slips that delays the leader’s departure at the end of the day.
Research shows SAM schools run far smoother than schools that haven’t started the process. Research also shows SAMs who train the office staff to use the Communications Protocol and First Responder systems have the very best schools and the happiest parents, staff and students.
Principals train people to use their time by how they respond to requests. Principals who respond with what they can do, not what they can’t, are far more effective. Principals and SAMs who teach office staff to do the same thing make the school run more smoothly and honor the students, parents and school community members in need of assistance.
You will find tools for training office staff here: https://www.samprocess.com/written-tools-for-sam-teams
Your Time Change Coach can help you train your office staff. Just ask!
Reminder: Yesterday was the deadline for travel information for the for the 18th Annual National SAM Conference. If you haven’t done so, please send to: Travel@SamsConnect.com or let Pam know your situation. We want to be sure your driver is there to meet you when you arrive. This is going to be a terrific conference!
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