The Customer Centered Office and Emotional IQ
– culture, behaviors, and emotions!

August 2020 or available on request
[Registration PENDING]
Full-day – 9:00 AM to 2:30 PM
Dates and locations to be determined

     School and district culture, and the school-community, intersect in offices. Interests, decisions, actions, relations and emotions interact. Office personnel monitor and guide many of these interactions and set the tone for resolution and results.
Office personnel are expected to handle the pressures of a complex environment. Moments of calm can be punctuated by crisis. Office personnel control the atmosphere, attitudes, efficiency, effectiveness and feelings in these cultures.
People talk about the interactions they have, “I went to the office and…”or “When I got to the office…” Parents and community members trust who they have come to know and remember how they were treated.

For school office, business office, and district office personnel – secretaries, administrative assistants, and office personnel – great for office teams

Why this Workshop is Important
The success of working together as a school and community can frequently be impacted by differences in expectations and values of the groups that belong to its constituencies, especially when the differences become personal and emotional. This workshop will focus on the elements of customer service that impact the cooperative and positive nature of school-community relations and culture. Participants will discuss and share experiences around:
– Who are the school’s customers and what are they “buying”?
– What are some possible conflicts that contribute to customer “dissatisfaction”?
– What are the positive outcomes of a strong customer service culture?
– What are some keys to creating and maintaining a customer service culture?
Workshop participants will have an opportunity to assess their school’s culture, identify areas of strengths and weaknesses in service expectations of their customers, and develop guidelines that address identified needs.

Faculty – Susan Gray, Ph.D., SDA, Ethicist, Culturalist, and Clinical Psychologist
Dr. Sue Gray is retired Superintendent of the Penfield Central Schools, 2000 to 2008. Prior to her Penfield leadership experience, she served for 10 years as a principal, assistant superintendent and Superintendent in the Hornell City School District, and 14 years prior working as an administrator in the areas of special education and school psychology at the Steuben-Allegany BOCES. Dr. Gray is a certified school psychologist and licensed clinical psychologist. Dr. Gray earned her undergraduate degree in Psychology and French from the College of Wooster; her doctorate in Educational Psychology with a focus on educational research from Penn State University; her School Psychologist certification from Alfred University and her Educational Administration certification from St. Bonaventure University. Before moving to public education administration she was a professor at CCNY, teaching undergraduate and graduate courses in child development, the psychology of learning and educational research. Dr Gray has continued teaching graduate courses in special education, teaching learning and emotionally disabled children, educational leadership, and appraisal and assessment at Alfred University, SUNY Brockport and the University of Rochester.  She consults and teaches workshops in New York State on school and district culture, and ethics in administration and school business.

The cost of this workshop is $245 for the first participant, plus $225 for the second participant, plus $195 for the third and subsequent participants from the same school district.

Each workshop participant will receive workshop-related materials and guides.

Hosted and administered by ELI@NYSAWA
at the New York State Association for Women in Administration
James M. Merrins, Ed.D., Executive Program Administrator
Mary Balme, Executive Director

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Contact James Merrins, Ed.D.
Comments, corrections, source documents, and questions welcome
42 Rosalyn Court, Fredonia, New York 14063
(716) 672-5473, FAX (716) 672-5472,