How to Design & Deliver High Impact Presentations: Before & After Examples

By Dr. Barrett Mosbacker

Leaders make presentations. Transformative leaders deliver inspirational, informative, and persuasive presentations.

Good presentations are hard to design and deliver, which is why we have suffered through so many poorly delivered seminars and workshops. Although I like to think of myself as a decent speaker and presenter, the truth is that I’ve given my share of poor keynotes and boring seminars.

Fortunately for those who must listen to me (my staff) and those who will do so voluntarily during conferences, graduate classes, and workshops, I’m improving. My growth in giving higher impact presentations is the result of reading articles and books, the critique of others, and trial and error. I offer the following tips with the hope that you can benefit from my reading and experience.

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PREPARATION

Preparation Time

The amount of time that you spend on your presentation will vary based on the subject and context but in general, a 30-60 minute high impact presentation will require 36-90 hours of preparation. You read that right; a quality one hour presentation = 36-90 hours of preparation.

Presentation authority Nancy Duarte, author of the book Slideology and principal at Duarte Design (clients include Apple, Cisco, and Al Gore among many others), puts it this way; “The amount of time required to develop a presentation is directly proportional to how high the stakes are.” Duarte goes on to provide this guidance:

• 6-20 Hours Research and collect input from the web, colleagues, and the industry

• 1 hour Build an audience-needs map

• 2 hours Generate ideas via sticky notes

• 1 hour Organize the ideas

• 1 hour Have colleagues critique or collaborate around the impact the ideas will have on the audience

• 2 hours Sketch a structure and/or a storyboard

• 20-60 hours Build the slides in a presentation application

• 3 hours Rehearse, rehearse, rehearse (in the shower, on the treadmill, or during your commute)

Total Time: 36-90 hours

Is that accurate? Thirty six to ninety hours for a one hour presentation given all that I have to do? For what it is worth, that has been my experience lately. It takes a long time to prepare a good presentation. I have spent hours over several weeks preparing and designing presentations.

You are a steward not only of your time but of your audience’s time as well. Don’t waste your time or theirs by giving a poorly designed and delivered presentation. Don’t abuse your audience with a mediocre presentation.

I recommend that you schedule time throughout the week for several weeks to prepare your presentation. Your preparation time will be more efficient if you work on it in small, frequent chunks over an extended period of time.

Know your Audience

Your presentation is not about you; it is about your audience and what they need to hear, learn, and/or do. Your presentation is a service to them.

To serve your audience well you need to know them and their perceived as well as real needs. If I am speaking to an outside group I make it a habit to ask my host the following questions:

• How many will be in attendance?

• What is the average age?

• What is the average educational level?

• What will be the gender mix: balanced, mostly women, mostly men?

• If this is a school audience, are most in attendance teachers, administrators, board members? If all three, in what proportion?

• What are the primary areas of interest or concern of this audience regarding this topic? What are some of their likely questions?

Tailor your presentation to your audience. The stories you tell, the examples used, and the graphics employed should match the demographics and needs of your audience. Otherwise your presentation will be largely irrelevant.

Know the Venue

To prepare properly you need to know the venue and to request things that you may need. I typically ask:

• What type of room/auditorium will I be in?

• What type of sound and video equipment will be available?

• Will I be controlling my slides or will you have an AV tech. assisting?

• Will there be a podium mic? May I use a lapel mic.? (I prefer a lapel or head mic so that I am not restricted to standing behind a podium.)

• I am using a Mac/Windows PC, can I load my PowerPoint/Keynote presentation on the local computer or do I need to have my computer on the platform?

SLIDE DESIGN-Less is MORE!

Less is MUCH MORE! This is probably the most important lesson I have learned from my reading and my experience. Keep it simple, clean, and elegant. Remove everything that is not absolutely necessary on your slides and charts.

Less is more-fewer slides, fewer points, less text, and less time.

This is harder than it seems! We want to add information, not eliminate it. When designing your slides keep the following in mind:

• You want to talk to your audience and you want them to listen and watch you. You do not want them reading slides!

• Slides are NOT a teleprompter! Do not design and use slides as an outline of your talk.

• Slides are used to illustrate key points. They should be simple, clear, and uncluttered.

• Eliminate most transition effects--they distract from your presentation.

• Have few to no bullet points.

• You should seldom have more than six to eight words on a slide.

• Use large easy to read font.

• Use consistent font styles and colors.

• Do not use clip art! It is cheesy and unprofessional. Find good photographs or graphics.

You should seldom use template designs for the same reason--they are distracting. Here is an example of a distracting verses a good slide template:

Distracting Template:

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Good, Clean Template:

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Good and Bad Examples

Assuming that a “picture is worth a thousand words,” here are some examples of before and after designs. Many of these are slides that I have produced--both good and bad and a few are provided from other sources as examples. My slides are indicated by the initials BLM.

THE BAD

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BLM (Cheesy clipart, poor color selection, distracting text)

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BLM (Boring with no graphics or illustration, small font, too many bullet points)

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BLM (This one is so bad it is just embarrassing. There is nothing good about this slide. The graphics are terrible. Too many bullet points. Font too small. Poor color selection.)

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BLM (The slide has too much text, which is too small. The illustration is poorly done and the overall impact of the slide is boring and distracting.)

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BLM (The slide has too much text and cheesy clip art.)

THE BETTER

Here is the same topic being covered with a redesigned slide from the one above.

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BLM (This one has no clipart and no text. A high quality photo covering the entire slide is used. The photo speaks for itself. It is much more impactful than the one before with the same point to make.)

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BLM (This title slide is affective because the professional photo reinforces the title, which is very short and to the point. The photo also matches the audience, this presentation was given in Canada in the winter.)

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BLM (One word with a photo matching the key concept.)

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BLM (Transition slide to next topic--simple text on solid background)

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BLM (This is a playful slide using a professional photo but with a font matching the playful mood. This slide was designed to communicate with and encourage elementary teachers thus the colors and playfulness, which are characteristic of elementary programs.)

The following five slides tell a story and reinforce each other.

• Slide 1 acknowledges how many feel when faced with significant change.

• Slide 2 encourages the audience to laugh and relax because we will provide time and resources to ensure their success.

• Slide 3 reassures that we are confident that they will be successful as a team.

• Slide 4 reassures that we are confident of success because….

• Slide 5 communicates that we will deal with big change in small bites.

• Slide 6 illustrates why they will be successful--a slow, deliberate training and implementation cycle.

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BLM Slide 1

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BLM Slide 2

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BLM Slide 3

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BLM Slide 4

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BLM Slide 5

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BLM Slide 6 This slide has animations so that each date appears and disappears in sequence.

A Word About Charts and Numbers

Charts can be very helpful in a presentation but just like your slides they need to be simple with all distracting and unnecessary elements deleted.

Numbers are usually confusing to the audience. Use as few as possible and allow extra time for the audience to do the math. Numbers should never be ultra precise: “Anticipated revenues of $660,101.83” looks silly. Are your numbers that accurate? Just say $660 thousand.

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This is a busy, hard to read and understand chart with too many words and numbers.

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BLM This chart is much better. Easy to understand, clean with no distracting elements, e.g., grid lines, unnecessary numbers, and text.

DELIVERY

Arrive Early and Test Everything!

It is stressful and embarrassing to stand up to deliver a presentation only to discover that something is not working. Worse, it is distracting to your audience and immediately reduces your credibility and impact.

You only have about 1 minute to make a first impression. Don’t make it with you trying to get your computer to work or your slides to show up on the screen.

Plan for Murphy to show up. He always does. Plan for the worst case scenario. What will you do if the computer crashes and burns, the video system goes out, or the sound system does not work? Prepare for the unexpected. When you do, you can go with the flow and not skip a beat.

Have your presentation so well rehearsed that you do not need slides as prompts (more on this later). You should be able to speak spontaneously. If you can’t, you don’t know your subject well enough.

If you must have notes, have a printed copy readily available.

Have electronic backup copies of your slides on a thumb drive (for use on a local computer if yours crashes) and your online for immediate download if needed. I use an iPad for this purpose.

Have copies of your notes and slides available for distribution or access online.

Talk to Your Audience, Do Not Read!

Whatever you do do NOT look at your slides and read from them! Keep your eyes on your audience. Make eye contact with individual audience members.

Remember, your slides are to illustrate key ideas, concepts, trends, and facts. Do not use your PowerPoint or Keynote presentation as a teleprompter.

Presentation Style Tips

Remember, your audience will form a first impression within 60 seconds or less! Make that first minute count!

• Dress appropriately for your audience. It is best to “dress up” rather than “down” if in doubt.

• Tell real life stories that reinforce your topic.

• Turn off your cell phone.

• Jump right in and get to the point.

• Give your rehearsed opening statement; don't improvise at the last moment.

• Use the opening to catch the interest and attention of the audience.

• Briefly state the problem or topic you will be discussing.

• Talk at a natural, moderate rate of speech.

• Project your voice.

• Speak clearly and distinctly.

• Speak with enthusiasm.

• Use appropriate well timed humor but not jokes.

• Pause briefly to give your audience time to digest the information on each new slide.

• Keep your eyes on the audience.

• Use natural gestures.

• Don’t turn your back to the audience.

• Don’t hide behind the lectern. As much as possible don’t use a podium at all but if you must or the host site has it there for other speakers, move in front or to the side.

• Avoid looking at your notes. Only use them as reference points to keep you on track. Talk, don’t read.

Length

• To end on time, you must PRACTICE!

• The audience will love you if you end short of your time. Never go over! Remember, less is MORE.

• As a rule of thumb, plan to use 80% of your allotted time.

Demeanor

Show enthusiasm. Nobody wants to listen to a dull presentation. On the other hand, don’t overdo it. Nobody talks and gestures like a maniac in real life. How would you explain your ideas to a friend?

Recommended Reading

All truth is God’s truth. We can learn from unbelievers because by God’s common grace he reveals truth to believers and unbelievers alike. Although I do not endorse everything in the following books (e.g., some have Buddhist and Zen philosophy embedded in them), nevertheless, some of the principles are true and can help anyone design and deliver better presentations.

• Made to Stick

• Presentation Zen

• Slide:ology

Why Sweating the Small Stuff Makes a Big Difference

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By Dr. Barrett Mosbacker

For years I have been taught not to “sweat the small stuff.” I warmly embraced this notion because it reinforced my natural inclination to focus on big strategic initiatives and to pay less attention to the small details, leaving those to others.

I have changed my mind. I have concluded that small stuff make a big difference.  Small stuff deserve a great deal of our attention!

What Convinced Me

God’s Care for Us and Creation:

If anyone was going to focus on big strategic plans it would be God. As the creator and governor of the physical universe and the affairs of heaven and earth, God certainly is focused on large scale objectives.

Yet, notice the incredible attention to detail exhibited by his rule:

Are not two sparrows sold for a penny? And not one of them will fall to the ground apart from your Father. But even the hairs of your head are all numbered. Fear not, therefore; you are of more value than many sparrows. (Mt 10:29–31)

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Consider the remarkable detail in God’s creation. Look at how intricately God designed a flower. While God wrote our names in the Book of Life before he laid the foundations of the world and “made from one man every nation of mankind to live yon all the face of the earth, having determined allotted periods and the boundaries of their dwelling place,” (Ac 17:26), he also designed the intricate details of flowers.

And why are you anxious about clothing? Consider the lilies of the‘ field, how they grow: they neither toil nor spin, yet I tell you, even Solomon in all his glory was not arrayed like one of these. (Matt. 6:28-29)

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Ugly can be beautiful. The head and eyes of a horse-fly may not be “beautiful” in the classical sense yet the incredible creativity, detail, and symmetry is a beautiful reflection of God’s attention to detail and a nearly incomprehensible marriage of function and form.

Few things are more ethereal and ephemeral than a snow flake-especially in the U.S. South! Yet, even with something so fragile and short-lived, the variety, symmetry and beauty of a snow flake is a testament to God “sweating the small stuff.”

Not only does God’s creation “work,” it is beautiful and awe inspiring—and to the attentive soul—soul ennobling. Who has not been in the mountains, on a prairie, a beach, or a lake--and not been enthralled and enriched by the beauty made possible by God’s attention to the smallest details of his creation?

Steve Jobs:

It may seem odd to include Steve Jobs in a list with God. I do so because as an image bearer of his creator Job’s attention to detail imaged that of his creator—whether he chose to acknowledge it or not.  Jobs was fanatical about every detail of Apple’s products--even the unseen innards:

From his father Jobs had learned that a hallmark of passionate craftsmanship is making sure that even the aspects that will remain hidden are done beautifully. One of the most extreme—and telling—implementations of that philosophy came when he scrutinized the printed circuit board that would hold the chips and other components deep inside the Macintosh.

No consumer would ever see it, but Jobs began critiquing it on aesthetic grounds. “That part’s really pretty,” he said. “But look at the memory chips. That’s ugly. The lines are too close together.” One of the new engineers interrupted and asked why it mattered. “The only thing that’s important is how well it works. Nobody is going to see the PC board.”

Jobs reacted typically. “I want it to be as beautiful as possible, even if it’s inside the box. A great carpenter isn’t going to use lousy wood for the back of a cabinet, even though nobody’s going to see it.”

For Jobs, designing and manufacturing electronics was craftsmanship, not merely an economic activity.  He was fanatical about design and detail, even in product packaging because he learned that people DO judge a book by its cover:

“You should never start a company with the goal of getting rich. Your goal should be making something you believe in and making a company that will last.” Markkula wrote his principles in a one-page paper titled “The Apple Marketing Philosophy” that stressed three points.

• The first was empathy, an intimate connection with the feelings of the customer: “We will truly understand their needs better than any other company.”

• The second was focus: “In order to do a good job of those things that we decide to do, we must eliminate all of the unimportant opportunities.”

• The third and equally important principle, awkwardly named, was impute. It emphasized that people form an opinion about a company or product based on the signals that it conveys. “People DO judge a book by its cover,” he wrote. “We may have the best product, the highest quality, the most useful software etc.; if we present them in a slipshod manner, they will be perceived as slipshod; if we present them in a creative, professional manner, we will impute the desired qualities.

Application to Our Leadership and Schools

Perception is important.  How we “present” our product is important.  We may have wonderful teachers and programs but unless we present them with excellence would-be and current parents may perceive our schools as second-rate.  The good news is that “good packaging” doesn’t have to be expensive, it just needs to reflect attention to detail.

Like the cover on a book or your first impression of someone you meet, perceptions are formed almost immediately.  The first impression that parents get is from a phone call to the school, the website, or a visit to the campus.

Facilities

It is easy to become “blind.”  We are like the proverbial frog in the kettle, we have grown so accustomed to our surroundings that we no longer see what a visitor sees.  Everything looks fine to us.

Take one hour and walk through your buildings with a notebook.  Write down everything that is not perfect.  Note every time you see chipped paint, scuff marks, dirty carpet, smudges on glass doors, paper/trash on the floor or in the parking lot, shrubs needing trimmed, bare patches in the grass, book bags lying around, handwritten student or school messages/signs/posters (I’m not reviewing to student projects-I’m referring to announcements, directions, etc.), messy offices and desks, stuff out of place, pictures ajar in the reception area, etc....  You may be surprised just how disheveled things can become.

Phone Calls

How are your phones answered?  Do people reach an electronic message system with a labyrinth of options or a warm professional receptionist?  I have been lobbied for years to install an automated answering system.  It is “more efficient” is the reason given.  I have refused because such a system, though more “efficient” does not reflect the warm nurturing culture of our school.  Besides, people hate electronic answering systems, don’t you?

I call a lot of schools.  I am often dismayed by the poor phone skills of those who answer the phones.  Too often I am greeted with a sweet but unprofessional receptionist (poor grammar or too casual), or a very professional but “cold” individual.  In contrast, whenever I have called Apple headquarters or Apple support, I am greeted by a cheery, pleasant professional who always proves helpful. I am always left with a good impression.

Try this.  Call your school with new ears.  Use a phone that cannot be identified as you.  Was the impression you received that of a well educated, professional, happy individual or one who was harried and poorly spoken?  If you were calling the school for the first time, what impression did you get within the first 30 seconds?

Website

Was your website custom designed by a professional or was it created using a template and/or by a volunteer?  If the latter, it will look like it and the first impressions, while perhaps not “bad,” will not be superb.  Following my own advice, we are completely redesigning our website (not yet up).

When you review your website, look for the following:

•    Simple design, uncluttered •    Easy to navigate •    Warm and friendly •    Professional (drop the apples, crayons, etc.)

Remember, people will not spend a great deal of time reading material on your website.  The website should be designed to give a positive impression of the school, highlight important information, and provide easy navigation on where to obtain more information.

I recommend that you not put the photographs of your staff on the website’s staff directory unless they are unusually and universally photogenic.  A few well chosen photographs of staff and students on your site is very effective, but a directory with staff photos is not.  Most of us are not particularly photogenic so there is little to be gained by plastering our faces on the school’s website.

Staff Appearance

The way you and your staff dress creates a powerful impression. Although dress should be appropriate for the job, overly casual attire or poorly worn clothing does not create an impression of quality.  Walk around your school; discretely notice how your teachers and staff are dressed.  Are men’s ties tied properly?  Are the collars on men’s shirts crisp or wrinkled?  Are shoes polished?  Do some of your staff look “frumpy?” Designer cloths are not necessary, but being professionally dressed in contemporary styles is.

Your Presentations

Your presentations communicate a lot about you and the school!  Every presentation you make is enhancing or diminishing the “customer’s” (students, current and prospective parents, staff) perception of the school.

Are your presentations professional and warm?  Just as being professionally “cold” is to be avoided, so too is overly folksy. Here are some “small things” to sweat about.

•    Start and end on time.  It is unprofessional and inconsiderate of those who arrived on time to start any meeting late.  Do so also “trains” people to come late, after all, the “meeting will not really start until 10 after...” •    Make sure the venue, including the stage area, is neat and clean. •    Less is more--too much information given for too long is counter-productive.  It is best to keep things simple and short and then to provide backup information.

Review your PowerPoint/Keynote slides.  Over the last several years I have read several books on presentation design.  I have radically changed how I design and use slides. I cringe when I review past presentations!

•    Your content should not be on the slides; slides are only used to illustrate or solicit interest. •    Speak as “spontaneously” as possible.  Know what you have to say well enough that you only occasionally glance at notes.  Steve Jobs famously quipped, “People who know what they’re talking about don’t need PowerPoint.” There is a place for slides, but they are never to be your notes! •    It is important to maintain eye contact with your audience--do not turn to look at slides. •    Less is more on slides--few words, large font, great photos and illustrations.  No clipart! Few if any bullet points. Here is an example of how I have changed my slides and presentations.

Old Style:

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New Style:

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There are many other areas of the school-especially in classrooms-where we need to be “sweating the small stuff.”  While we need to focus on long-term strategic initiatives, we must pull the clippers out to ensure that every “blade of grass” in the school reflects the quality that we assure parents is true of our schools.

“Small” stuff matters to God and it should matter to us.  Remember, Jesus said, “He who is faithful in little will be faithful in much.”

God is the master craftsman.  Steve Job insisted on craftsmanship in the products Apple designed.  Do our schools reflect craftsmanship?

Shoulders to Stand On in the Theater of Bullying

A Word from the Publisher:

I am pleased to introduce The Protectors as a new sponsor of the Christian School Blog. More importantly, I can speak from personal experience regarding their effectiveness in training our faculty to create an effective and spiritual response to the problem of bullying. Please feel free to contact me personally for a reference. Dr. Mosbacker, Publisher

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As we digest the sobering conclusion of a recent survey--that bullying is the leading concern among students returning to school--it’s essential that authority in this complex theater understand the real issues that empower this unique form of abuse to harm the mission and integrity of faith-based organizations.

Yet head-smarts have never been enough to create love, light and fairness. Equally if not more important is for administrators, teachers and related faculty to act courageously and quickly against it. Most schools do not lack an anti-bullying policy. What they sometimes lack are the will and courage to enforce it.

Leaders, remind others within your organization that bullying is not about conflict, disagreement, misunderstanding or anger management. It is about something far more insidious and initially difficult to discern: the superior use of power (usually physical, social, or verbal) to deliberately harm another over time.

Bullying is not about two people who “just don’t get along” and “who need to learn how to work out their differences on their own.” It’s about intentional domination of another with the intent to harm, usually through humiliation, isolation and the threat of further abuse. It creates pervasive fear, not just among targets but among the majority of bystanders who quietly worry that they might be next.

Most Christians are familiar with the clarifying truth that perfect love castes out fear (I John 4:18). Yet the inverse is also true: fear casts out love--and learning. Psychology 101 tells us that we don’t learn or grow well when fearful. We just survive, and no faith-based organization charged with educating young minds and stirring tender souls can achieve its mission with this condition in place. Know fear, no meaningful learning and spiritual growth.

Educators, let’s resurrect what seems to be a lost question, “Who started it?” Targets of serial bullying are more sinned against than sinner, and justice is miscarried everyday when this truth is overlooked or explained away through the misapplied proverb, “It takes two to tango.” Sometimes it takes just one.

Authority, be more skeptical than you were last school year when you see what appears to be garden-variety conflict among students. Get in touch with your inner-Columbo, Dexter. Employ your gut. Talk to other teachers and ask a few more penetrating questions among those involved. Also, be more unpredictable in your monitoring of bullying hotspots. Where there is smoke there is likely fire. Put out the fire.

Bullying is abuse that is sometimes evil--not a God-ordained path toward “personal growth.” A recent letter to The Protectors from a mother of a serial target testifies to this truth. Her son is a young adult now, but like approximately 7 out of 10 serial targets, he battles “lots of anger, difficulty with social interaction and relationships, deep-seated resentment, self-hatred, haunted by guilt and shame, and retreats into obsessive behavior when hurting.” He, like the majority of targets, has been more than bit by evil--his soul is poisoned by it. The devil and his minions walk laughing. Pray and behave that such abuse will not take place during your watch.

I recently spoke with a man who helps the poor in Third World countries. When he trains new groups of Americans who will spend the next few weeks building homes and creating other forms of tangible care, he asks them to define a small but potent word: Poverty. Most answer that it is the lack of resources. Surprisingly, “Poverty to the poor,” he reveals, “means lack of hope.”

Targets of ongoing campaigns of humiliating cruelty experience poverty of spirit. When this fundamental need is reduced to a pilot light deep within or, heaven forbid, is blown out, they sometimes turn to dark thoughts of bullycide, suicide due to bullying, or bringing a weapon to school (most school shooters told the Secret Service that they murdered classmates and faculty due to ongoing bullying).

This year, someone within your realm of care will need your help keeping blessed hope alive. And hope is not ushered in upon the wings of worn-out platitudes or a shoulder to cry on. Hope in this theater of deliberate abuse is ushered in upon courageous and justice-building shoulders to stand on.

Be those muscular and protective shoulders this school year and years to come, making your organization a beacon of God’s love, compassion and righteousness.

Paul Coughlin is an author, speaker and Founder & President of The Protectors: Freedom From Bullying--Courageous, Leadership & Character for Life. This faith-based program is used by hundreds of organizations throughout the world, including Christian schools, churches, summer camps and more. www.theprotectors.org.

Full Loyalty, No Negativity? What Can Our Schools Learn from Apple?

By Dr. Barrett Mosbacker

Wouldn’t it be wonderful if someone could write an article describing our schools titled “Full Loyalty, No Negativity?” I am a recent convert from a Windows PC to the Mac computing environment. That is a story for another day but what I want to share with you are some observations from my experiences in Apple stores  and how those observations can be applied to move more of our students, parents, and employees closer to Full Loyalty with No Negativity.

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If you have been in an Apple Store recently (if you haven’t I encourage you to do so as an observant leader--but you may want to leave your wallet at home!) you will discover that they are almost always filled with highly engaged customers, attentive staff, and great customer service. At least, that has been my experience every time I have visited an Apple store. Moreover, whenever Apple introduces a new product or an upgrade to an existing product line, customers will line up for hours and blocks, even camping out overnight, to be first in line to buy Apple products.  Loyal Apple customers even have a nickname: “Apple Evangelists.”  That speaks volumes!  Wouldn’t it be wonderful if our parents were so enthusiastic about our schools that they would line up for hours and blocks and be tagged with the nickname “XYZChristian school evangelists?”

How do we get students, parents, and prospective parents to exhibit the same level of enthusiasm for enrolling their children in our schools and paying tuition as Apple customers do for Apple products?  Without stretching the illustration too far, I think it would be wonderful if when parents and vendors visited our schools they sensed the same type of engagement, enthusiasm, and customer service that one experiences in an Apple store.

Consider some of the observations from a recent Wall Street Journal article; Secrets From Apple's Genius Bar: Full Loyalty, No Negativity.   Below is a summary of the key observations of this article.  Beneath each summary point I have added some possible applications for our schools and for our leadership.

•    Apple goes to great lengths to train its employees at its popular retail stores, tightly managing what feels like a casual consumer experience.  A look at confidential training manuals, a recording of a store meeting and interviews with more than a dozen current and former employees reveal some of Apple's store secrets. They include: intensive control of how employees interact with customers, scripted training for on-site tech support and consideration of every store detail down to the pre-loaded photos and music on demo devices.

APPLICATION:  Our schools could benefit from systematic training in customer service. Such training would include all school personnel from administrators to groundskeepers. Everyone would understand that they are customer service agents with the mission of ensuring that students, parents, and visitors have wonderful experiences in the classroom and with every interaction with school staff.

Additionally, everyone should devote attention to quality throughout the school.  Every detail of the school should reflect quality, attentiveness, and care.  School grounds should be well kept, hallways free of clutter and book bags, walls adorned with well designed posters and student work, school communications should be warm, clear, and professional, the school’s website should be modern and easy to navigate, and all points of contact between students and parents should communicate that “we care.”

•    With their airy interiors and attractive lighting, Apple's stores project a carefree and casual atmosphere. Yet Apple keeps a tight lid on how they operate. Employees are ordered to not discuss rumors about products, technicians are forbidden from prematurely acknowledging widespread glitches and anyone caught writing about the Cupertino, Calif., company on the Internet is fired, according to current and former employees.

APPLICATION:   This is a tricky one.  Although we would not want to go to the extent described above in how we deal with our employees, nevertheless, the focus on “airy Interiors and attractive lighting in a carefree and casual atmosphere” does have relevance for our schools.

Some of our schools and employees are too uptight.  We can improve student achievement and their enjoyment of school–and thus parent satisfaction and enthusiasm for our schools–if our classrooms are characterized by an open, airy, more casual environment in which students are actively engaged in learning, who feel free to be themselves and to ask “politically incorrect questions,” and to make mistakes.  In other words, although school is a serious business it does not have to feel like a strait jacket. Schools should be a place in which the emphasis is not on what is wrong  or what not to do.  Instead, we should champion what students can do and cast a compelling vision for the future.

•    Apple is considered a pioneer in many aspects of customer service and store design. According to several employees and training manuals, sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. "Your job is to understand all of your customers' needs—some of which they may not even realize they have," one training manual says. To that end, employees receive no sales commissions and have no sales quotas.

"You were never trying to close a sale. It was about finding solutions for a customer and finding their pain points," said David Ambrose, 26 years old, who worked at an Apple store in Arlington, Va., until 2007.

APPLICATION: there are two very important principles contained in the description above. The first is the focus on innovation and the second is the focus on meeting needs. Our schools, and more importantly our students and our parents, will benefit immensely if we place an energetic and consistent emphasis on innovative teaching, innovative programs, innovative training, and innovative ways of serving our students and our parents.

Moreover, rather than focusing on our policies and procedures,  we should spend more time focusing on good customer service for both students and parents in an effort to alleviate, insofar as possible, things that produce spiritual, emotional, social, or academic pain. We should focus on finding solutions for our students and parents and less on policies and rules.

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That is not to say that we compromise our standards, rather it is simply to say that if we devote far more attention to making our students’ and parents’ experiences with each person and situation as enjoyable as possible we will go a long way to increasing their satisfaction and deep loyalty to the school.  In effect this is nothing more than applying the Golden Rule, “As you wish that others would do to you, do so to them.” (Luke 6:31, ESV)  The result will be higher retention rates and the enthusiastic endorsement and recommendation of the school to others.  Our parents will become our school “evangelists.”

•    Apple lays out its "steps of service" in the acronym APPLE: Approach customers with a personalized warm welcome Probe politely to understand all the customer's needs Present a solution for the customer to take home today Listen for and resolve any issues or concerns, and End with a fond farewell and an invitation to return

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APPLICATION:  What a wonderful model for our staff to follow! In fact, with a little tweaking this acronym can be readily applied to our schools. In many ways it reflects biblical servanthood, “as you wish that others would do to you, do so to them,” and  “go the extra mile.” Here is the same acronym revised to reflect a Christian school environment.

Approach every student at the beginning of the day and in the halls with a personalized warm welcome.  Greet every parent and school visitor in like manner.

Probe politely to understand student needs--spiritual, emotional, and academic.  Probe politely to understand parents’ needs.

Present solutions for students and parents to take home with them.

Listen for and resolve issues and concerns following James’ instruction, “be quick to hear and slow to speak.” (James 1:19)

End each class period and parent conference with a fond farewell, letting students know that you look forward to seeing them tomorrow and inviting parents to see you again if they continue to have concerns.

•    Apple's control of the customer experience extends down to the minutest details. The store's confidential training manual tells in-store technicians exactly what to say to customers it describes as emotional: "Listen and limit your responses to simple reassurances that you are doing so. 'Uh-huh' 'I understand,' etc."

APPLICATION: Our first impulse when confronted with someone who is angry is to get angry and our second inclination is to seek to be understood and to defend our actions or those of the school. As a consequence, we often fail to comprehend the real nature of the problem being described by the student or the parent.   We can also come across as not listening and defensive.

I have learned over the years that it is better to spend far more time listening than talking and I have also discovered that “less is more.”  Over-explaining and providing more details than necessary often exasperates rather than solves problems.  Sometimes we simply talk too much.

Moreover, it is often better to take time to thoroughly understand the nature of a problem than too quickly jumping to defend one’s actions or those of the school or to arrive at an immediate solution. It is wiser to listen and then to postpone a suggested solution until one has had time to gather all the facts and to pray for wisdom in seeking a proper response.

Accordingly, getting back to a student or a parent a day or so later may actually reflect better service than to attempt to solve a problem that has not been adequately considered or prayed about.

•    Apple employees who are six minutes late in their shifts three times in six months may be let go.

APPLICATION:  Do we hold our teachers to the same standards of punctuality and work that our teachers hold their students to? Do our teachers show up for faculty meetings or chapel services late? If so, what is the consequence? What is the consequence for a student who habitually shows up late for classes? In other words, do we model as administrators and teachers what we expect of our students?

Another way of looking at this is to ask “are our standards of service for each other, our students, and our parents as high as or lower than the standards that Apple requires of its employees who sell computer hardware and software?” Which is more important? If we are to “do everything as unto Christ,” would we show up late for one of his classes?

•    Working for an Apple store can be a competitive process usually requiring at least two rounds of interviews. Applicants are questioned about their leadership and problem-solving skills, as well as their enthusiasm for Apple products, say several current and former Apple store employees. While most retailers have to seek out staff, retail experts say many Apple stores are flooded with applicants.

APPLICATION: How intensive is your recruiting and hiring process? Do you take prospective employees through multiple interviews accompanied by rigorous questions designed not only to ascertain the applicant’s commitment to Christ and to Christian education but his or her enthusiasm for teaching, love for students, creativity and innovation in teaching and assessing students, and willingness to learn?  Or, are you too quick to settle fearing that you will not be able to hire someone to fill a need, in part, because salaries are so low? In the long run, taking shortcuts in hiring will ultimately harm students, negatively impact the school’s reputation and consequently negatively affect student retention, enrollments, and school finances.

•    Once hired, employees are trained extensively. Recruits are drilled in classes that apply Apple's principles of customer service. Back on the sales floor, new hires must shadow more experienced colleagues and aren't allowed to interact with customers on their own until they're deemed ready. That can be a couple of weeks or even longer.

APPLICATION:  How we use your mentoring program? Do you have seasoned teachers who have been given time to work in the classrooms periodically with new hires? Have you given veteran teachers the opportunity to formally and informally mentor new teachers? Or, is it more often the case that new teachers are placed in classrooms with little formal or informal mentoring beyond new staff orientation and standard in-service training programs?  Do we had students to teachers before the teachers are ready?

•    What hasn't changed is Mr. Jobs's interest in the stores. He has provided input on details down to the type of security cables used to keep products leashed to the tables, according to a person familiar with the matter. When the CEO grappled with a liver transplant two years ago, a person who visited him at the time said Mr. Jobs was poring over blueprints for future Apple stores.

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APPLICATION:   The description above reflects three things on the part of Steve Jobs: 1. A love for Apple, 2. A focus on his mission rather than on himself, and 3. Attention to detail. Does our leadership consistently demonstrate the same characteristics as we serve our students and parents under the Lordship of Christ and for his glory?

While  we may never eliminate negativity, we can do much to foster deep loyalty to our schools and reduce the negativity that as fallen human beings we are so prone to. Although a computer company is not a school, nevertheless, we can learn a great deal from successful companies and leaders who place a focus on quality, training, and customer service.

As Christian school leaders we should be at least as devoted to these things as the CEO of Apple is to selling hardware and software, after all, we are the stewards of souls.

How to Turn Parents Into Raving Fans

By Dr. Barrett Mosbacker

Sometimes the blogging “gods” smile upon you!  For years now I have promoted the concept, that I first heard from Dr. Kynerd, that it is best to Under Promise and Over Deliver when dealing with our parents and employees.  Although I often promoted this approach as essential for building good will, I had never heard or read others promoting this approach—until now.

While reading the Wall Street Journal I stumbled upon following article.  Although written for business leaders and owners. it has direct applicability to our schools—after all, our parents and students ARE CUSTOMERS.

How to Turn Customers Into Loyal, Raving Fans, By MIKE MICHALOWICZ-WSJ

Do you want satisfied customers or do you want customers who are so thrilled with your company they become loyal, raving fans? I'll take option No.2. Satisfied customers may come back a second or third time; they may even become regulars. But unless you exceed expectations, your satisfied customers could just as easily become your competitors' satisfied customers.

If you want customers who are so loyal that they would never think of going to anyone else, and if you want customers who are so thrilled with your business that they tell everyone how amazing you are, then you're going to have to move the goal line beyond mere "satisfaction." You're going to have to wow everyone who walks through your door.

Now, I'm sure you could come up with loads of ideas that would dazzle your customers, but there's actually a simple shortcut to knocking their socks off every single time – and it won't cost you a dime. It's the "under-promise, over-deliver" (UPOD) method.

When we talk about "customer satisfaction," we strive to deliver on our promises. Complete the market study by Friday, as promised. Deliver the new couch in July, as promised. Provide two valet attendants, as promised. When you do exactly as you said you would, you end up with satisfied customers. But when you give them something more than they expect -- faster service, extra help, more options, early delivery and so on -- you end up with the loyal, raving fans you need to propel your business into the stratosphere.

The idea behind UPOD is that people are most favorably influenced by great service they don't expect, rather than great service they do expect. And they expect it because you promise it. If you tell customers they will get their new shoes the next day, and the shoes arrive the next day, those customers will be satisfied, maybe even happy. But if you tell customers they will get their new shoes in five days, and the footwear arrives the next day, your customers will be amazed and thrilled.

Here's the trick with UPOD: It's not about doing things faster or throwing in "extras." It's about building the "under-promise" part into the equation from the start. If Friday is the earliest you can complete a study, then promise to have it done the following Wednesday. "Surprise! We finished early." If you know you will deliver a couch in July, promise to have it there by August. "Great news! We wanted you to have it as soon as possible!" Build a business model in which you have enough income to cover three valet attendants, promise two, and the day of the party, send over three. "We just thought you could use the extra help. No extra charge."

Most businesses know UPOD is a good practice, but few adhere to it because people think they have to change their operation to wow customers. Just take this very simple shortcut: Change your promise.

Using UPOD will also help you avoid mistakes that inevitably occur when people rush to meet deadlines. It will enable you to respond positively to last-minute requests and help you stay calm, cool and collected as you work surprisingly reasonable hours. Most importantly, when you under-promise and over-deliver, you will inspire satisfied customers to become devoted customers – and that's money in the bank.

Take a few minutes to reflect upon this article and then jot down ways in which you can apply the UPOD principle to your leadership or your classroom.  Also reflect upon how UPOD is consistent with Jesus’ command that we are to:

You have heard that it was said,  An eye for an eye and a tooth for a tooth. But I say to you, Do not resist the one who is evil. But if anyone slaps you on the right cheek, turn to him the other also.  And if anyone would sue you and take your tunic, let him have your cloak as well. And if anyone forces you to go one mile, go with him two miles. Give to the one who begs from you, and do not refuse the one who would borrow from you. (Mt 5:38-42)

6 Teacher Personality Traits That Make Classroom Management More Difficult

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A repost from an article by by MICHAEL LINSIN on JULY 2, 2011

If you’re struggling with classroom management and wondering why, one of the first areas to examine is the personality you bring with you to the classroom.

Many teachers become different people the minute their students walk through the door. Sometimes this is a good thing—if being around students makes you brighten like a Broadway singer or become as preternaturally calm as a mountain lake.

But for the vast number of teachers, the presence of a large and active group of students can, at least to some degree, bring about personality traits that are detrimental to classroom management success.

The good news is that with a simple two-minute routine you can condition yourself to eliminate those traits that work against you, and replace them with those that work in your favor.

The following six teacher personality traits make classroom management more difficult. You’ll do well to leave them outside your classroom door.

1. Impatience

Impatient teachers talk fast, move fast, and tend to either look the other way in the face of misbehavior, or react emotionally to it. They rush through lessons, gloss over instructions, and out of necessity have lower expectations for students. This produces a restless, excitable classroom that is primed to cause trouble.

2. Quick To Anger

A single flash of anger can undo weeks of rapport building with your students. When you yell, scold, use sarcasm, or otherwise lose your cool, you distance yourself from your students and undermine their trust and respect of you. You become less approachable, less likeable, and less influential—all critical keys to creating a well-behaved classroom.

3. Pessimism

Teachers who are pessimistic in nature are unable to create the well-behaved classroom they desire. Negative thoughts, feelings, and attitudes about students—particularly difficult students—are impossible to hide. They reveal themselves through your words, body language, and tone of voice and make building relationships with them an impossibility.

4. Irritability

Irritability (grouchiness, moodiness) communicates to students that they can’t trust you or depend on you. It creates resentment, confusion, and instability. It also causes you to be inconsistent—both with your classroom management plan and in your interactions with students—leading to more frequent and more severe misbehavior.

5. Overly Sensitive

Teachers with thin skin—those who take misbehavior personally—inevitably, and often subconsciously, seek revenge against their students. They can’t help themselves. Out of their resentment and spite they make the kind of classroom management mistakes like yelling, scolding, and holding grudges that result in a spiraling of student behavior.

6. Easily Frustrated

Frequent sighs, rolling eyes, red-faced lectures. Outward signs of frustration can cause enveloping, knife-cutting tension in your classroom. When you allow students to get under your skin, it not only makes your classroom unnerving and unpleasant, but it causes students to challenge your authority and test you whenever they get the chance.

An Open Letter to Teachers

 

Source: Justin Tarte:

Dear teachers,

We have a lot of respect for what you do. Your job is extremely difficult, and we understand the many difficulties that encompass being a teacher. Your ability to lead an entire class is frankly amazing, and more importantly, you always seem cool, calm and collected despite what might be going on. There are times when we would love to be back in the classroom; there are other times when we can't imagine going back. Your job is definitely not an easy job, but as administrators, here are a few things we would like you to keep in mind:

1) - When we ask you and your fellow teachers for opinions and feedback, we would really appreciate it if you would take us seriously and put some thought into ways we can improve our school. We know you have a lot on your mind, but if we are going to take the time to ask you, we are doing it because we value your opinion.

2) - We love visiting your classrooms to see the students growing and developing, but when we visit a classroom and the students are having a free day or are watching a movie unrelated to anything of any real value, we are disappointed and feel as if the students are being cheated. We all have bad days and difficult things going on in our lives, but please make it a priority to do something valuable for your students every single day.

3) - Professional development is something we really enjoy, but please don't rely on us to plan and develop every single PD day. We want you to have a say and a voice in YOUR professional growth, and as such we would love to hear your ideas and suggestions. We also really would like you to take our PD days seriously and go into each session with the mindset of, "what can I learn today?"

4) - Can you please stop writing office referrals and sending students to the office for not coming to class prepared or coming late to class. We are here to support you and help you do your job, but if we are constantly tied up dealing with small and petty issues like this then how are we going to have any time to tackle some of the larger issues? Please talk with some of your colleagues and see how they handle these issues...contact the student's parents...take a moment and talk to the student BEFORE sending them down to us.

5) - We understand the importance of being visible and in the halls in between classes, but our administrative team is not very large. We will try our best to be in the halls as often as possible, but sometimes things come up and they need to be dealt with immediately, consequently we need your help. We need you in the halls helping to cover the spots we aren't able to cover. It's a group effort, and you play a crucial role in our overall effectiveness.

6) - Sometimes a lesson doesn't take the entire class period, or the students get done quicker than expected, but please do not allow your students to line up at the door. Furthermore, please do not let your students stand in the hallway as they wait to leave your class. Your class time is valuable and should not be discarded so easily. If your students end class 5 minutes early every day it adds up to over 3 weeks of instructional time over the course of the year. Think what your students could learn in that much time.

7) - Time is limited, and when we try to implement new programs we are doing so because we believe they can help students. Unfortunately, when we try to initiate a new program it seems as if a lot of teachers immediately disregard the program because they think the program will be pushed to the side and simply forgotten by next year. We realize it's difficult to implement several programs simultaneously, but they are aimed at improving the educational experience for our students. Please give our programs a chance before casting them to the side...our students could be missing out.

8) - When you were hired you were hired because we think you are the best, and because we think you are the best we want to get out of your way so you can do great things. We want to empower you, encourage you, and watch you take risks in an attempt to do some awesome things, but when we see you do the same thing every year we wonder if you really want autonomy. Additionally, we would be more than happy to provide you time to observe some of your colleagues if this time was used productively. Please be the awesome teacher you were hired to be.

Don't take this open letter as us trying to tell you how to do your job. As Educators we must all be open for suggestions and advice, and we hope that if anyone had any advice or suggestions, they would take the time to inform us. As previously mentioned, we understand all the parts of your job because we were once in your shoes, but we hope this letter provides a small reminder of how much your decisions and actions affect others.

Thank you for your time, and we look forward to your response,

The administrators

An Open Letter to Administrators

  Source: Justin Tarte

Dear administrators,

We have a lot of respect for what you do. Your job is extremely difficult, and there are lots of aspects of your job that we don't fully understand. Your ability to lead an entire staff and student body is frankly amazing, and more importantly, you always seem cool, calm and collected. There are times where we would love to have your job; there are other times where we couldn't imagine having your job. Your job is definitely not an easy job, but as teachers, here are a few things we would like you to keep in mind:

1) - When making decisions that are going to affect our classes or our students, we would really appreciate it if you would ask for our opinions and feedback first. We know you can't ask for feedback for every decision, but more often than not would be much appreciated.

2) - Will you please come to our classrooms more often. We are really doing some awesome, innovative and creative things with our students, and we would love to share our experiences and successes with you and our staff.

3) - It would really mean a lot to us if you would participate in our professional development days. As Educators, we all need to be lifelong learners, and the staff would be quite receptive if you were learning side by side with us. We know your presence can skew the way some Educators respond, but we feel that would only be temporary until your presence becomes common practice.

4) - Can you please refrain from blanketing the entire staff with a punishment/lecture when the problem lies with a small group of Educators, and not the entire staff. Just as we don't do this with students, it's not fair to do it with us either.

5) - Your time is extremely limited and you are always busy, but we would really love it if you were more visible in the hallways between classes. Establishing and building a school community are crucial to the school's success, and this is one of the easiest ways to show students and teachers we are all in this together.

6) - It would be much appreciated if you would include teachers, students and community members when developing the building's vision and goals. Additionally, it would be wise to revisit and redevelop our building's vision and goals, as society and the needs of our students are always changing. Lastly, we should really believe and follow through on our building's vision and goals.

7) - We love any new idea or initiative that can improve the education we offer at our school, but if we are going to add new programs would you please consider eliminating other programs that aren't quite as effective. Speak with students and teachers to determine which programs are really helping, and which programs we could probably do without.

8) - Lastly, the more autonomy and voice you give us Educators, the better we will perform. Allow us to do the jobs that you hired us for. Support us, empower us, and encourage us, but please don't control us. Tell us it's OK to take chances in an effort to do something awesome with our students. Provide time for us to see the awesome things other Educators are doing in our building. Please be the instructional leader you were hired to be.

Don't take this open letter as us trying to tell you how to do your job. As Educators we must all be open for suggestions and advice, and we would hope that if anyone had any advice or suggestions, they would take the time to inform us. As previously mentioned, there are parts of your job that we don't always understand because we have never been administrators, but we hope this letter provides a small reminder of how much your decisions and actions affect others.

Thank you for your time, and we look forward to your response,

The teachers

How can we still say no to tech in classrooms?

This article is adapted from one written by shaubo, a high school principal in Stony Plain, Alberta, Canada.

Why aren’t all teachers embracing technology?  Why are some jumping in with both feet, some paddling around in the kiddie pool, and some well back of the water?

Come on in! The water's fine!

Is it stubborness? Fear? Intimidation? Perhaps – but it could also be a genuine concern that the embedded use of technolgy doesn’t change anything about the material they are addressing.

Some teachers question why it may be more beneficial to students to use GoogleDocs to write an essay than it is to do it on a word processor at home and submit it?  Why is doing an online slideshow on a project more relevant than a paper poster? How does making a video change what is learned?

Here are my thoughts on why the use of technology and social media is often limited, and why it’s use in the classroom is essential:

1.  I’m concerned many teachers don’t see the true importance of collaboration.  Simply put, collaboration is an essential 21st Century skill; and cannot be limited to the classroom during a set time period.  Using online tools to collaborate and create allows students to combine their best thoughts and ideas, regardless of the time of day or where they are – ultimately creating a deeper learning experience.  I’m reading ‘The Global Achievement Gap” by  Tony Wagner  in which he discusses how corporations and academia are relying on their employees to be strong collaborators and creative, critical thinkers – not just with their colleagues down the hall, but with ones around the world. Learning is a collaborative effort and making peer-editting and/or authentic discussions a part of the assignment increases this skill.

2.  Most teachers are auditory or text-based learners.  This has a lot to do with why we have excelled in school.  Unfortunately students today are visual or visual-kinesthetic learners, and this has developed because of digital bombardment.  We see images as a complement to the text we read. Digital learners see text as a complement to the images they see.  I’ve heard a few teachers use this information as an argument for the need to teach todays learners about the importance of text, and I’ll admit, I believe there is some merit in that idea.  I ask myself however, why would we not modify our style to one that best fits the learner and the world?  If most people under the age of 25 are digital learners, why do we continue to prepare them to learn in a way that most likely will have little to no use within the next generation?  We have no problem altering the way we teach to reach students who need coloured paper to increase their comprehension levels.   We all have strategies to deal with students who have ADD or any other number of learning disabilities.  We differentiate our instruction.  It’s now time for us to develop strategies for our digital learners.  For a thorough and detailed discussion on this, see Ian Jukes’ work.

3.  I believe many educators do not recognize that, rather than schools being at risk of failing our students, we are at risk of becoming obsolete or at the very least, irrelevant to our students.  We force them to reference textbooks that are out-of-date before they are published.  We don’t allow them to use their personal devices in class.  We make them come to us for the information they could just as easily get online, and in a manner perhaps better suited to their learning style.  This worked for us.  We assume it will work for today’s students.  Unfortunately for most, it does not. We must develop our curricula and teaching to a standard that connects with today’s students and is relevant in the world.

4. Although we understand the importance of creativity and critical thinking skills, many teachers believe that these either cannot be taught, or if they can, simply evolve over the years of study.  I believe we can teach students to be creative – often by simply giving them authentic tasks and asking them to solve them, with our support, but without prescriptive guidelines.  Critical thinking comes from asking students to research, weigh the evidence, and make an informed decision that they can defend to the teacher and to their peers.  Think about how many online and social media techniques there are that can support this type of learning.  Take the online experience away, and we severely limit the scope of learning.

Is this just a problem only teachers face? Yes and no. Teachers I know believe they are doing a good job, and they’re right.  Students are engaged, test results are good, graduation rates are high.  Why do they need to change?  Because students are often failing to exhibit deep learning about the subject.  Technology opens up doors for them to ask questions teachers may not know about, to extend their learning, to find an area (perhaps even outside the prescribed curricula) in which they have a true interest.  The default is to limit ourselves to what can easily be measured by the standardized tests.   What we as teachers need to embrace however, is that this deeper learning will in turn support continued (and perhaps increased) success on assessements, regardless of their format.  Why would we not want to enable students to achieve the deepest learning and interest possible?  It’s about more than preparing them for the test – it’s about preparing them for their future the best way we can – we don’t know what that future will look like, but I’m pretty sure we know what it will NOT look like – like today’s classroom.

So, as educational leaders, how do we help to change this?  I believe it starts with supporting and encouraging teachers to step outside of their comfort zone.  This must become an expectation of teaching.  Teachers expect their students to do this every day.  It’s time we expected it of ourselves – both as teachers and administrators.

• Administrators need to model online and digital teaching/learning techniques in our interactions with teachers – our staff meetings must include digital learning and sharing of successes. And yes, that means we have to learn it!

• We must make the effective use of technology something we look for and provide feedback on when we do supervision and evaluation. It’s no longer good enough that they use an interactive whiteboard or post homework online.  We need to look for teaching that uses technology in a way that deepens learning.

• We must insist on collaboration among teachers in this area – and insist this collaboration not be limited to the school or the school division, but a PLN that stretches to a global level.

As principals and leaders, are we ready to do that?  If you want to lead a school or a school division, you need to be.  As I met and discussed this issue with a number of delegates at a conference I was recently at, it donned on me why this may be more difficult than I originally hoped.  This was a national conference for educational leaders, and the majority of delegates were significantly behind in adoption of technological supports in education.   As George Couros discusses in a recent blog post  to push the teachers, we must first push ourselves.

I’m not asking everyone to dive into the deep end right now.  I do however insist you get off the deck chair and at least paddle around the kiddie pool.  Just like every little kid who watches the other swimmers, I think we’ll learn we want to be in the diving tank sooner than later.

A Crash Course in Communication

By Dr. Barrett Mosbacker

Although I might make some minor adjustments to the content of this article, the advice is sound and applicable to our leadership.  The article was written by By Jamie Walters and Sarah Fenson.  The original can be found here.

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Recently I heard someone say, "Communication is easy." I disagree. Talking is easy; communication, which means an exchange or communion with another, requires greater skill. An exchange that is a communion demands that we listen and speak skillfully, not just talk mindlessly. And interacting with fearful, angry, or frustrated people can be even more difficult, because we're less skillful when caught up in such emotions. Yet don't despair or resign yourself to a lifetime of miscommunication at work or home! Good communicators can be honed as well as born. Here are a few tips to get you started.

• Don't take another person's reaction or anger personally, even if they lash out at you in what seems a personal manner. Another person's mood or response is more likely about fear or frustration than it is about you as an individual. Take a deep breath and count to 10, and see it as a way of letting the other person vent before he is able to communicate what's really on his mind.

• You don't have to have all the answers. It's OK to say, "I don't know." If you want to find out, say so, then follow up to share your findings. Or you may decide to work on the problem together to find the answer.

• Respond (facts and feelings); don't react (feelings) -- e.g., "Tell me more about your concern" or "I understand your frustration" instead of "Hey, 'm just doing my job" or "It's not my job" (which is sure to cause more irritation). Share responsibility for any communication in which you're a participant, and realize that sometimes, maybe often, your own personal reactions may be causing your frustrations about communicating with others.

• Understand that people want to feel heard more than they care about whether you agree with them. It's strange how many people complain about others not hearing them, yet they don't listen to others either! You can show that you're listening by giving someone your complete attention and saying things like:

"Tell me more about your concern." "What is it about XYZ that concerns you?" "I'm interested in what you've just said. Can you share a little bit about what lead you to that belief?" "What would have to happen for you to be more comfortable with XYZ?"

• Remember that what someone says and what we hear can be amazingly different! Our personal filters, assumptions, judgments, and beliefs can distort what we hear. Repeat back or summarize to ensure that you understand. Restate what you think you heard and ask, "Have I understood you correctly?" If you find yourself responding emotionally to what someone said, say so, and ask for more information: "I may not be understanding you correctly, and I find myself taking what you said personally. What I thought you just said is XYZ; is that what you meant?"

• Acknowledge inconvenience or frustration and offer a timeline, particularly if you need someone else's cooperation or your activities will affect them. For example, if you'll be updating someone's desktop computer system and need access to her office, you might say, "I know it's frustrating to have someone in your space at a time that might not be convenient for you, and I appreciate your cooperation. It'll help us to keep your system working well. We expect to be in your office at about 3 p.m., and out by 5 p.m."li>Don't offer advice unless asked. This can be tough, particularly if we have experience that we think might benefit another person. Use respectful expressions such as "One potential option is..." or "One thing that helped me in a similar situation was X. I'd be happy to share more about my experience if you think it'd be helpful to you" instead of "You should do X."

• Look for common ground instead of focusing solely on differences. What might you both be interested in (e.g., making the experience as non-disruptive as possible)? One way to begin discovering commonality is to share your underlying intention -- for example, "My intention in sharing this is to help you succeed on this project."

• Remember that change is stressful for most people, particularly if your activities affect them in a way that they aren't scheduling or controlling. Our routines can be comforting in the midst of what appears to be a chaotic world. So if you're in someone's space or need him to do something on your timeline, provide as much information as you can about what you'll need from the person and when. If you can, tell him how what you're doing will benefit him. Work to keep a positive mental focus. One of the choices we always have is how we see or experience any given circumstance. Many people who are considered skillful and successful, including professional athletes and cultural leaders, work to maintain a positive mind-set. Ask yourself, "What's great about this?" or "What can I learn from this?" to help maintain a positive state. Don't forget to adopt a variety of stress reduction practices that work best for you. Understand that most people, including you, have a unique, often self-serving, agenda. This isn't necessarily bad, because it helps us achieve and protect ourselves. Just don't assume that someone will know or share your agenda, so talking about what's most important to you and asking what's most important to others, can help build a solid foundation for conversation.

• Improve your listening skill. Most people think they listen well, but the truth is that most of people don't listen at all -- they just speak and then think about what they're going to say next. Good listening often means asking good questions and clearing your mind of distractions, including what you're going to say next, whom you're meeting with next, or what's going on outside. When someone makes prickly comments or complaints, there's often a concern or fear lurking. Like a detective, ask questions that get to the bottom of someone's real concern or agenda. Only then can you have a truly rich, beneficial conversation.

This information provides food for thought rather than counsel specifically designed to meet the needs of your situation. Please use it mindfully. The most effective communication plan should be tailored to your unique needs, so don't hesitate to get individualized assistance from a communication expert.