Jurisdiction

Question 1

List the situations that you have authority to handle

Answer 1

• advice on approaching lessons
• lesson debriefs
• help with operating the systems
• finding resources for lessons
• guiding on lesson preparation
• elaborating on policy/procedure decisions

Question 2

List the A-type situations

Answer 2

Escalated to the MD

• student endangerment
• serious infractions to the Genius policy
• complaints or concerns from GIs
• overwhelmed Gis
• GIs who want more lessons

Question 3

What is the procedure for handling A-type situations?

Answer 3

1. Listen - use reflective listening and find out the what and why (ask high quality questions)
2. Inform - tell the GI you’ll talk to Dean and thank them for sharing then tell them you can resolve this
3. Escalate - call Dean within 12h to talk about it and he’ll tell you what needs to happen next if necessary
4. Revert - phone them after 12 hours to debrief on the call with Dean and what’s next OR if Dean has spoken to them, find out how they feel about it
5. Follow up - after a few days to a week call to find out how it unfolded and tell Dean about unresolved issues