Ron Nash shows how to replace “whatever” with “whatever it takes” through this professional development program focused on individual reflection. Includes examples from successful schools nationwide.

Not Waiting for the “Go!”

Not waiting for the “go!”

Years ago, when I was conducting new-employee orientation training for our school district, another trainer and I worked with approximately thirty new employees in each orientation session. These newcomers were classified employees from all over our school district. There were secretaries, carpenters, plumbers, cafeteria workers, custodians, supervisors, and teacher assistants. One aspect of the training was customer service, and it was always my favorite part of the session. In these workshops, we distinguished between internal and external customers, and we arranged participants in groups of four or five at wall charts, where they discussed, charted, and later reported on various aspects of serving each other, the students, and the public (including “What is good customer service?” ...

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