Every time I come to Darwin I stay at the same hotel. The reason is the staff are so efficient, friendly, personable and they know what they are doing. Their fine performance is capped by a welcoming reception highlighting the importance of effective receptionists. Of course this is the same in schools - the receptionist is a key salesperson of the school and l believe contributes to enrolments. In my journeys I have seen great receptionists who sure make a difference and some who sure wouldn’t. In one school overseas I was received on my mission to see the principal and was parked outside the Principal’s office facing three lights beside the door, red , green and orange indicating availability and all I wanted was a coffee and a biscuit while I waited for the Principal.

Another place I visit has a receptionist who may be efficient but is cold as ice. Not helpful. The receptionist should be one of your most valuable employees ! Similarly the presentation of the reception really helps to sell the school. Effective receptions are friendly, present photos, artifacts etc. highlighting the friendly, purposeful, successful aspects of the school. A person may have to wait sometime, preferably not too long, so they should have something to look at. A TV screen on the wall with pictures of happy, smiling, active students is always appealing.

My EAs had a good coffee machine nearby, a selection of good teas plus nice biscuits.They would always offer a visitor hospitality. The problem for me would be that I would join them with a coffee and would end the day being over caffeinated - not wise!

In the early days we did so much ourselves because we couldn’t afford an alternative. A board member had a relation who was a public relations expert and I took notice of his advice. He was critical of my first selection of photos for PR and kept saying “ you need pictures of happy smiling faces”. Great advice and I never forgot it.

This brings me to another vital issue - it is no good having pictures of “happy smiling faces” if indeed behind the mask they are not. Being aware of the morale of both staff and students must be considered regularly and tackled creatively. If there is a decline in morale, then this must be dealt with immediately by the Principal. A Principal who ignores this, even if it is difficult, does so at their own peril. A draw full of ideas to enhance morale should always be in the Principal’s desk. I believe that you can feel how the school is faring and therefore the level of morale. Dr. John Rae who spent 16 years as Head of Westminster school in London wrote a book titled “Humbug in the tuckshop: Delusions of grandeur: A Headmaster’s life1966-86.” I thoroughly enjoyed reading it, learnt much from it and it was given to me, about year 14 of my career, by a former teacher of mine who was head of one of the nation’s big Independent Schools. I got him to lead our significant school review, a huge but worthwhile job.

John Rae used to meet regularly with his school captains and would pay attention to their thoughts on the state of the school. This affirmed my process of having lunch with my captains and vice captains once a week. These senior members of the school community were great at judging how the school was going. Obviously, it is also always valuable to talk to a range of staff about morale.

None of this is very expensive but it does take time. Investing time in this will be worthwhile.

Clearly so many little things have an effect on the school culture and a Principal who understands the culture will invest in these things, even small things, knowing they will enhance the culture. There are concerning stories about Boards who appoint Principals who have a philosophy misaligned with the school’s culture. It seems to me that such boards are too removed from the school’s culture and a disastrous appointment follows. I have seen this happen dramatically and it can blow the school apart. I have also been in a school which experienced this. Nobody wins; everyone loses. In these cases, the board should have taken more care, done more research, checked references better, interviewed the possibility, a second time etc, etc, etc. Why, because there is too much at stake.

As I have said previously, the Principal must continually model the school’s culture so it is obvious to everyone and encourage staff to do the same. The senior students must be across it and be prepared to also model it. This was the expectation when I was at school and this underpinned my understanding of a good school culture.

Taking serious responsibility was expected at the secondary school I went to. In year 11, I and another senior student was each given a group of 6 students, map, compass and plenty of experience.We had to take our groups down the Great Divide for about 5 or 6 days over country we had never been before. There was just an expectation that you would fulfill the responsibly of the task given to you. At the end of year I had a group of 4 and the expedition was 10 days, ending up to being 11 because we made a mistake in navigation.

Others had been given such responsibility in years gone by and a culture of expecting senior students to take responsibility was established. I doubt if this level of responsibility would be given today. The risk would be considered too great. Recently my brother who had had similar experiences and I reflected on these experiences and the great value they were to us and acknowledged that we would not have experienced responsibility at this level if we were at school today. The experience was valuable in our years of leadership. Our Headmaster was an admirer of Kurt Hahn founder of Gordonstoun and Salem Schools, Outward Bound, Duke of Edinburgh Award Scheme. His philosophy was to give students real responsibility in challenging situations.

Expectation and Responsibilty however can still be a pillar in a good school culture as can a belief in the importance of good morale and an effective school culture.

In addition the welcoming of people warmly into the school should be seen always as a Valuable Responsibility as should the frontline presentation of the school.

Written by Chris Tudor