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Work matters: Management - Calling all nurseries

Management
Managers should make staff aware that how they handle phone calls matters a lot to the nursery's reputation, says Sue Churchill.

They say if you really want to understand another person, what you need to do is to walk a mile in their shoes. You will then feel intimately how they walk, where their shoes rub, how they feel, whether are literally down at heel. For a short while, you become them.

Alternatively, you could try being a parent at the end of the telephone line. It can be a sobering experience.

'Wait a minute. I'm on the phone.' (to child)

'Hello. Is that Bonny Babies Nursery?'

'Yes. Can I help you? (reluctantly)

'Can I speak to the nursery manager please?'

(Pause) 'She's not here.

'Ah, I see. When will she be back?'

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