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Aimed at support staff who want to improve their communication & interpersonal skills

This three-part course is designed to equip you with the skills and confidence to deal with tricky people and situations so that you can provide outstanding customer service in your school. The course is comprised of a half day workshop each term over three terms and is aimed at support staff who play an increasingly important role as the ‘face’ of our schools. Each workshop builds and reinforces key skills and concepts from the previous session in order to help embed learning and sustain momentum in providing outstanding customer service. The sessions are interactive and engaging and will provide you with a real boost to the people skills and problem-solving skills that are so important in a front-line role. 

Areas covered include: 

• Dealing with tricky customer situations effectively
• The Golden Rules of customer service
• Understanding internal customer service and the importance of effective teamwork  
• Understanding conflict and how to de-escalate
• Communicating brilliantly face to face, in writing and on the telephone

The course is comprised of a half day workshop over spring and summer terms

Course leader: Laura McMillan

Delivery model: Face-to-face  

Venue:  Professional Development Centre

Laura McMillan - Learning and Development Consultant, Trainer and Coach

Laura has been a learning and development professional for over 20 years. She began her career at Scope, a large national disability charity, as a Training Advisor and then as L&D Manager. In 2010, Laura set up her own business providing high quality training and coaching consultancy services. Laura has provided training for around 20 schools in Tower Hamlets, mostly development workshops commissioned by School Business Managers for their support staff.