Timeout for Leadership-your one-minute leadership idea

30 second time out

Who are the forgotten ones?

Today, I wanted to take a break from what Yoda might be thinking relative to the dark side in your school.  I am gong to call a quick 30 second time-out to look at some of your forgotten, yet important people in your school.  So, in the spirit of the upcoming March Madness, I call for this brief break in the action.

I can think of two forgotten people in your school.  I hope that is all.  And both of these people perform similar functions.  For those of you not in education, it will be easy for you to make the comparison to those that perform the same services in your business or organization.

These two people that I speak to you about are your receptionist secretary and the security guard that may meet and greet all visitors to your school.

When was the last time that you provided some professional development for these folks?  My guess is never.  To adhere to limits of my thirty second time out, I will use a bulleted list with a short explanation.  So, let’s see what comes to mind:

• Does he or she know how to greet people?  My experience tells me that there is a great deal of work needed in this area.  Here are wo quick examples:
  • I recently visited a school where three secretaries sat behind a counter working.  They clearly knew that I was there because I made enough noise entering.  Not a single person looked up to greet me.  I actually had to “excuse” myself for interrupting.
  • Today, I visited a school and was met by a security guard or safety officer.  When he met me, I thought I was just pulled over for speeding or I was about to get “cuffed” for visiting a school.  Let’s face it, many of the security guards today are retired policeman.  My experience tells me that they need some wok on their workplace manners.  Perhaps they need to develop a gentler, softer demeanor.
• Does he or she have a complete job description?  They should have received this before they started the job.  I am betting that many did not.  Did you review it?  I bet once again, if you did it was a cursory review.
• Does he or she know who he or she reports to?  Is there a Head Secretary? Is there a Security Captain / Supervisor?  Does he or she know the administrative chain of command for the building?
• Does he or she know what to do if one has some free time on his or her hands?  Does he or she have the green light to be industrious?  Does he or she know who to ask for work if needed?
• Does he or she realize that his or her work station is not a social gathering post?  It cannot be used for the centralized school “bitching” center.
• Does he or she know the required telephone skills and numbers to call in order to be helpful in the building?
• Does he or she know all emergency procedures?
• Does he or she know who does what in the building and where they do it? 

You never get a second chance to make a good first impression.  You have heard that before.  And also remember that when a visitor has a negative experience with your secretary or security guard it is like they are having a bad experience with you.  Don’t let it happen.  We are in the people business and never forget that.