Music To My Ears

My wife and I went to a musical over the last weekend. The play involved a learner from our high school and it took place on the stage in the auditorium of the school district where I worked as a principal prior to accepting the position as superintendent in Green Island. I anxiously looked forward to the play for two reasons. First, the chance to experience the talent of a young lady from Heatly who accepted this demanding challenge as a vehicle to pursue her personal dream of a career in the performing arts. This would be the culmination of a series of rehearsals and endless practices in preparation for the three presentations of The Sound of Music. Second, I suspected that I would see several people from my years of work in that community. It would be a welcome opportunity to re-connect with acquaintances. In addition, curiosity compelled me to examine the outcome of a recently completed capital project in the district - featuring a renovated auditorium with new seats, lights, sound system, and air conditioning.

A wave of personal nostalgia swept over me as people made their way through the entrance of the building. One after another, I recognized familiar faces of young and old and took the time to catch up on what has transpired in the nearly nine months since my departure from the school system. It was a terrific experience. Yet, despite the lustre of the encounters I found no regret about leaving twenty years of effort and energy behind went I left for Green Island. I was incredibly fortunate to serve a supportive community, work with an extraordinarily high performing staff, and exercise responsibility of thousands of wonderful learners who stretched through two generations. I learned a great deal and grew on a personal and professional level as a result of my experience working there. I wouldn't trade it for anything. I am indebted to the support and care I received from members of that school community.

However, the decision to leave that excellent district came down to a pivotal point that separated reality from dreams. I wanted to accept the responsibility of influencing an entire school system rather than an abbreviated portion, like an elementary school, or a junior high school, or a high school. It wasn't the size of the building necessarily but the breadth of the span of influence. I wanted to make a difference on a grander scale that stretched from Kindergarten through grade twelve. I wanted to advance toward that professional dream enough to start all over at a new assignment.

Interestingly, the pursuit of a dream is what inspired the young lady to travel approximately forty miles each way to practice and rehearse for this production, not to mention the time invested in memorizing lines and songs and the intricate interactions in time and space with her fellow performers. It offered her another step closer to realizing her personal vision. It would become an experience that would help her further her resume and expand possibilities. Clearly, in my opinion, she displayed skills worthy of distinction and recognition that will equip her to receive additional roles in other performances.

Now you know that this Blog entry is leading back toward our purpose and meaning at Heatly - it always does, doesn't it? I have mentioned in previous posts over the last few months about efforts we have generated to fulfill the goals developed at a School Board Advance (we can't afford to retreat at Heatly!) held in August. We have challenged ourselves to remain a small school, create BIG ideas, and offer enriched and expanded learning experiences - in the face of a loss of state aid to education during tough economic times. Ah, but I will steal a line from a song in the musical - "When God closes a door he opens a window," to explain our perspective on searching for opportunity within a crisis.

I have communicated plans about increasing the expanse of our curriculum through on-line learning in the form of academic electives not currently provided. In fact, we begin registration on Wednesday. I also have referred to future plans that would allow high school seniors to block their required classes in the morning so they could attend classes at local colleges in the afternoons. In addition, we expect to organize the infrastructure necessary for the evolution of a school-to-work program that would enable seniors to engage in extended job shadowing experiences at various organizations in the area that feature extended opportunities for high school seniors to learn about prospective careers. Toward that end, we hope to cultivate a mutually beneficial relationship with many other businesses in the next year or two. Well, we have secured a relationship with one such enterprise for next year. It is the Capital Repertory Theatre in Albany and the first intern we will place there is the young lady who sang her heart out in The Sound of Music over the weekend.

Beyond our mission of, Preparing graduates for college, career, and citizenship, is our commitment to sustain hope and nurture dreams of learners of all ages, at all stages. That's music to my ears...

Crossing Paths

This Blog entry is rather short compared to normal posts, but I hope that it will be measured by content rather than quantity. I compose the written pieces every evening. And right now I'm really tired after remaining at work in my office until a little after midnight last evening (early this morning). There was much to be done following the school board meeting last night. There were various loose ends to be connected, budget numbers to be reviewed for accuracy, ideas needed for alternative solutions... Since I had been at school since 7:15 that morning, the only time available for the Blog posting yesterday was after the meeting concluded at 10:00pm. I have yet to miss posting an entry on a school day this year so I squeezed that in to the cramped schedule. I'm anxious to catch up on my sleep as soon as I complete this entry.

I enjoy escaping the confines of the office and walking around the school, even if it's only for a few minutes reprieve here and there. It's a reaffirming opportunity because it reminds me of what's important and reinforces our meaning and mission. Also, it's great to leave the office after being held hostage at my desk by the significant amount of work required in developing a budget during a continuing economic crisis.

Anyway, among the interactions I had and the observations I made today while traveling back and forth along the hallways and up and down the stairways of our three story building, was a particularly revealing experience that offers yet another example of the uniqueness of The Heatly School. I had come across the Kindergarten class as they were making their way from the Art room on the second floor back to their classroom downstairs. Each of the children along the lengthy single file line proudly displayed the project they made in class to me as they passed. Every one of them sported a large multi-colored Easter egg decorated with bright designs. They each took turns opening their individual egg, secured by a hinge-like device, to show me the little chick popping out from inside. The wide smiles on the faces of these five year old children instantly proved uplifting. That's another reason I make it a point to get out of the office as frequently as possible. That's what makes the difficult work in the office worthwhile. I am here to serve the learners of Green Island and promote opportunities for them to invent their future.

Soon after the class had descended the stairs in the direction of their room, a straggler came by after picking up something he had forgotten in the Art room. As he walked down the hallway he came across two high school girls strolling ahead of me. They're both members of the senior class. The little boy promptly stopped their progress and showed them his egg, opening it to surprise them with the chick peering out from inside the colorful egg. He was both happy and proud. I could tell that he wanted to impress the much older girls with his creativity. I joined them at that point and stood by watching the exchange. The young ladies were responsive and respectfully polite, each pausing to acknowledge his work and offer him a smile and feigning shock at the surprising appearance of the chick.

I couldn't help taking the opportunity to draw attention to the benefits of a single building school district that houses all grades from Kindergarten through 12th. I thanked the girls for bringing a smile to the boy's face. I asked the girls if they could sense how much their acceptance and recognition meant to the young boy. They chuckled and said he was cute and they thought his Easter egg was cool. I asked them if they realized if they attended one of the many larger high schools in the area that they would never have the chance to interact like this with the little boys and girls of the elementary grades. I reminded them of how much the elementary children look up to the members of our high school and emphasized how their charitable smiles and the brief, but valuable, amount of time they extended to the boy seemed to make his day. They nodded in understanding and agreement as the boy skipped happily down the hall to his class.

I walked back to the office with a little more spring in my step, and back to the stacks of papers covering my desk, reminding myself -  That's why I'm here. That's why the learners of Green Island deserve my very best effort at creating a budget that extends their hopes and sustains their dreams  - without extinguishing the hopes and vanishing the dreams of the taxpayers of Green Island.

Come To Speak Of It...

Public speaking is often enough of a challenge that most people avoid it at all costs. There have been studies that revealed that delivering a speech to a group of people in public is the biggest fear among respondents to a survey soliciting information on common fears. Just to show you how deep seeded and widespread this fear is, the second highest fear identified among people was the fear of death. That ironic ranking of fears prompted the joke that the ultimate fear would be the responsibility of delivering a eulogy at a funeral.

I can admit that when I was in school I would try every way imaginable to avoid giving oral book reports or participating in formal debates in class. It was only during my first year in college, when a required public speaking class provided me no escape from the task, that I confronted the fearful prospect of presenting a formal speech. Despite incredible anxiety and trepidation I surprised myself with the successful grade I received. Now, there is no doubt many people who wish I would stop speaking. Overcoming my fear of public speaking was empowering to me. In the last two decades I have been invited to speak at many educational conferences at the state and national levels. The largest audience was approximately 3,000 people. I have even made presentations on live television talk shows. It has been a quantum leap from those days that I was dizzy from anxiety at the possibility of speaking in public.

I raise this subject because at this evening's school board meeting we heard reports from representatives of the Elementary Student Council as well as the High School Student Council. These two groups occupy points on the Board of Education agenda at each and every meeting. The speakers provided impressive reports, delivered with clarity and purpose, with crisp voices, eye contact with the audience, and composure and confidence. I envy the head start they have on a very important skill. They are much more advanced than I was at that age. It was interesting to note that the teacher who has volunteered to serve as an advisor for our new Debate Club was also in attendance at the meeting. Both High School Student Council speakers are members of the Debate Club.

Our society values the ability of people who communicate with substance and style. Perhaps this is attributed to the fear most have about public speaking. They admire people who perform a task they consider insurmountable. Regretfully, some people have achieved fame based on the style of their speaking, despite the lack or absence of substance in their speaking.

It's a pleasure to see our learners engaging in developing public speaking skills because it affords them an advantage when it comes to job interviews and other activities where public speaking is expected. Exercising this vital communications skill will expand possibilities for these learners in future endeavors. 

Silver Medal!!

Wow!

Yesterday's Blog entry featured the outstanding accomplishments of our basketball teams, with both varsity teams earning well deserved Scholar Athlete Team recognition for our boys and girls from the state athletic governing council.

Today's Blog entry announces more great news. The Heatly Elementary Chorus was awarded Silver Medal status in competition with many other schools in the New York State School Music Association festival. The judges were very impressed by the performance of these talented boys and girls under the direction of music teacher Tiffany Dzembo. Last year marked the initial foray into the competitive music arena by our chorus and they proudly walked away with a Bronze Medal rating. As you can see, their effort this year attracted even higher performance ratings by the judges. Be prepared next year to celebrate a Gold Medal as the chorus continues to progress as they gain more experience.

Presenting yourself in public competition, like our chorus and sports teams, is both a challenge and a risk. Good or bad, your performance is witnessed by many people. Mistakes are magnified. Pressure is intense. Preparation is important. Focus is essential. Dedication and resilience and persistence contribute toward success. Teamwork is absolutely necessary for harmony in sound or action. Each of these attributes, and many others cultivated by similar activities, extend a person far beyond the actual event, whether it's music competition or a sporting contest.  These experiences often build confidence and composure that represent a benefit whenever the person engages in a new challenge. In short, these skills and characteristics expand possibilities of the individuals who participate in extra-curricular activities. Once developed, these qualities remain accessible to the performer in many different opportunities in daily life in the future.

While performance in sports and chorus is measured for all to see, the value of the accompanying statistics that dictate medal status or victories pales in comparison with the worth placed on state mandated assessments from the perspective of the No Child Left Behind legislation which emphasizes frequent, high pressure tests - even though both types of "tests" are closely associated with producing success later in life. Unfortunately, the gains of extra-curricular experiences are considered "soft" data (i.e. revealing subjective indicators of personal qualities and attitude) versus the "hard" data yielded by assessments measured in percentiles, scaled scores and standard deviations (generating numbers easily converted into objective evaluations). There is a saying that bears repeating when examining these state mandated tests in selected academic areas of Math and English Language Arts - "We measure what we treasure." That is, this could be interpreted as a reflection of the priorities and values of the state education department.

Sadly, it appears that many schools this year have been forced to contend with economic problems of declining resources by reducing extracurricular activities. Again, with demanding pressure to meet with success in those areas assessed by the state - with the resulting data published on the state education department's website for all to see - the scarcity of resources eventually points fingers to those elements of the curriculum and those of the supportive extra-curricular opportunities that are not considered important enough to measure in state-wide exams.

The Green Island community has reason to be proud of the extraordinary accomplishments of our learners across the full spectrum of experiences provided at Heatly, regardless of whether they are assumed to be significant by the state education department. They count to us and they should matter to you.

Hard Earned Victories

The Heatly School of Green Island has been notified that both of our varsity basketball teams are being recognized for their outstanding accomplishments in the classroom. The boys and the girls squads have each qualified as a Scholar Athlete team by the New York State Public High School Athletic Association for achieving high academic performance based on the collective grade point average of team members.

This honor is notable on several counts. First, maintaining excellent grades is a difficult challenge in itself, but considering that these scholar athletes were able to reach this pinnacle while devoting considerable amounts of time to team responsibilities makes the award even more distinguished. This is particularly true in basketball because it is a sport with a long season that spans Thanksgiving and Christmas holiday breaks, with a number of games that far exceeds the total regular season contests in other sports. Second, both teams experienced great success in the classroom and on the basketball court. Each group earned playoff berths, and subsequent victories, with the girls acknowledged as the top seed in their tournament.

I have made reference in earlier Blog entries of the strong correlation between participation in extra-curricular activities and success in the classroom. These scholar athletes certainly reinforce the research on the issue. The self discipline, goal orientation, cooperation, and practice that serve to produce success in sports are the same qualities that greatly contribute to success in academics. Of special note is the fact that the girls who comprise the basketball team are largely the same group of girls who also received the Scholar Athlete Team honor as a soccer team this fall. We are hoping that the girls can continue their spectacular year by garnering the same honor as a softball team as well. Additionally, we wish good luck for the boys' baseball team in the classroom too. (Now, if the weather will only cooperate so the softball and baseball teams can actually play a game...)

Congratulations to these dedicated young men and women who have consistently displayed a commitment to excellence. Their hard work and sacrifices have been a positive reflection on our school and community.

Hopeful Expectations

Nearly twenty years ago, Tom Peters, author of Thriving on Chaos, stated:

“In an era when most institutions are hard put to define how they differ from their neighbors/competitors, no point of differentiation is likely to prove more powerful than quality.”

His words are even truer now than they were then. This claim should resonate with all public institutions, particularly in the field of education. In the years since Peters offered his assertion the alternatives to public school education have increased dramatically. Private schools, charter schools, and home-schooling have made a strong impact on the market that was once dominated by public schools. The resulting virtual monopoly on clientele may have contributed to a sense of complacency that has weakened the appeal of public schools by parents who perceived them as indifferent and unresponsive.  The public schools, perhaps through mandates that promote standardization and uniformity, have not appeared to differentiate themselves from other cookie-cutter style public schools enough to offer a choice for discerning consumers. Overall, this has not been an effective strategy for public schools.

Quality and value are not defined by the provider; they are determined by the customer.  National polls and a wide range of research on public perception of public schools reveals that parents are concerned with much more than simply achievement test scores. While the hard data on performance levels, graduation rates, and attendance can easily be measured and presented, parents emphasize the soft elements of schools in areas like respect, creativity, individuality, opportunities for parent participation, and curricular and extra-curricular experiences not easily reduced to percentiles and scaled scores.

Education provides an intangible product. It is not something that you can experience or test prior to purchasing the product. This is in contrast to a tangible product that you can test, touch, watch, or taste before buying.

Here are several observations on this issue made by Theodore Levitt, author of The Marketing Imagination.

“What makes intangible products unique is that they are entirely nonexistent before being bought, entirely incapable of prior inspection or review. For that reason, the customer is forced to make judgments far more on the basis of what’s asserted or implied about the product than with tangible products.”

“Intangible products are by nature highly people-intensive in their production and delivery. The more people-intensive a product, the more room there is for personal discretion, idiosyncrasy, error, and delay.”

“Customers buy hopeful expectations, not actual things. "Feelings" are more important than "feeling." How we feel about a car is more important than how the car feels.”

“People buy products in order to solve problems. A product is, to the potential buyer, a complex cluster of value satisfactions. The generic “thing” or “essence” is not itself the product. The “product” is what the product “does.”

“Customers attach value to products in proportion to the perceived ability of those products to help solve their problems. Hence, a product has meaning only from the viewpoint of the buyer or the ultimate user. All else is derivative. Only the buyer or user can assign value, because value can reside only in the benefits he wants or perceives.”

“Instead of trying to get the buyer to want what the seller has, the seller should try to have what the buyer will want.”

Here’s some advice for those involved in education from David Bangs and Andi Axman, authors of A Crash Course in Marketing:

“Recognize that people don’t buy products and services. They buy solutions to their problems, and satisfactions of their wants and needs”.

In differentiating your product/service from the competition – tout the benefits of your product/service – not its features.

You don’t buy coal/oil/natural gas – you buy heat;

You don’t buy circus tickets – you buy thrills;

You don’t buy paper – you buy the news;

You don’t buy glasses – you buy vision.

And finally, taking a cue from the paragraph above, here are some of my expectations as superintendent of the Green Island Union Free School District regarding the benefits of our school.

Green Island children do more than “attend” school – they get closer to their dreams day by day.

Green Island staff members do more than “teach” children – they sustain hope and grow learners.

Green Island parents do more than send their children to school - they share them with a caring staff.

Green Island taxpayers don’t buy an education – they invest in building the future.

The Heatly School of Green Island isn’t a big school with small ideas – it’s a small school with BIG ideas.

A Bad Taste

Bear with me as I beg your indulgence. This recount of an unusual experience at dinner tonight does have a relationship with education and school. Let me explain.

Brenda and I went out to dinner this evening. It seemed like a long week for both of us and we looked forward to relaxing and enjoying a nice meal together. We chose a small restaurant that I had been to before, although this would be her first time there. I appreciated the meal I had experienced during my prior visit. We were the first arrivals but others wandered in every now and then. There was music scheduled to begin an hour after we sat down.

I imagine that most people elect to eat at a restaurant to either relax or celebrate or acknowledge something positive, as opposed to going out for dinner when you feel terrible or indifferent. Restaurants operate in the service industry. That is, the purpose of restaurants is oriented toward supplying customers with a pleasant and memorable experience so it will entice the diners to return again and again. You pay for the meal in exchange for well prepared food, an accommodating atmosphere, and positive customer service.

Ah, but this last element, customer service was sorely lacking tonight. The waitress fumbled through our order – several small plates of different types of foods. Meanwhile, another waitress could be overheard (it’s a small place) explaining to customers that “today is like one of those days that you wish you could erase.” That should have been a precursor for the meal. A couple of dishes of food arrived, but we were without a main entrée. After what seemed like fifteen minutes, and another chorus of lament by the other waitress with the apologetic refrain about erasing the day (to yet another nearby table of people altogether) our waitress returned with two dishes we had not ordered. She simply went back to the kitchen with them after we reminded her of the missing main entrée again. On her way to the kitchen she checked with a couple at the adjacent table and asked them if they had ordered (they had twenty minutes ago and were waiting impatiently). Nonetheless, she apologized and asked them to order once more.

Our main entrée arrived, but with another dish that we had not ordered (that makes three altogether). Brenda asked for another pot of hot tea. The waitress repeated her trip to the kitchen and came back almost immediately with a plate of food to the table behind us, whereupon she announced to the group (she obviously knew personally), “Here, I stole this from another order to speed things up.” These words were not reassuring. Within a few minutes the waitress brought out the food for the couple that had just re-ordered their meal, thus indicating that their order had gone in on time, she simply forgot she had submitted the request. They did not look happy.

The food was very good, the service was very bad. The co-owner appeared to sense that the operation of the restaurant was not smooth tonight. They have only been open for business for two or three months. He made the rounds among the tables soliciting feedback and extending apologies. They were having a bad day. Again, I believe that most people expect to engage with a positive experience in exchange for the price they pay for the meal. If the restaurant staff had just come right out and announced that they were experiencing some difficulties then we could have excused ourselves and gone elsewhere for a pleasant and enjoyable meal. I empathize with them. They had problems with the menu that was misprinted and the absence of a member of the wait-staff and the owner had to move her daughter as well as her eight year old granddaughter and….  That’s okay. I understand. It happens.  I feel bad – but – I arrived at the restaurant in good spirits willing to pay for a rather expensive meal. I did not come for inferior customer service – and a costly meal. We left dispirited and disappointed. It’s too bad because the food was delicious.

Now, what’s this have to do with education?

Each day hundreds of learners arrive at Heatly, at all ages, at all stages. Each of them brings their hope and promise of being another day closer to their dreams. They rely on our staff for support and direction, for assistance and accommodation, for care and compassion. They expect our very best. They need our finest effort. Anything less than that will not only be disappointing but it could have significant consequences measured in diminished growth and lost opportunities in their future. Many of these learners are dependent on us for their success. We can’t let them down.

I won’t return to that restaurant. Why would I when there are so many alternatives. Research shows that one disgruntled customer passes their negative perceptions to a couple of friends who subsequently share the news here and there until, on the average, a little over one hundred people have heard about the bad experience. That’s terrible word-of-mouth communication for the business.

I trust that staff members at Heatly realize that this spread of bad reviews that expands like ripples among dissatisfied customers is no different than what may happen each and every time we display poor customer service. Now, more than ever, with private, parochial, charter schools, and home schooling sprinkled throughout every district, schools cannot afford to be insensitive and unresponsive. The restaurant business has always been very competitive. Education has only recently entered the competitive arena. Our survival rests on providing a quality product with high performing customer service and value added experiences that enhance the interaction between client and provider.