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Dealing with Difficult Conversations and Managing Complaints(ID 1229)

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18 places available
No.No of Delegates
Single delegate £40.00
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Designed and facilitated by experienced school leaders from the BTSA, this training aims to support all school staff (teaching, associate, pastoral and support) to develop strategies to manage difficult conversations and complaints in a positive manner whilst promoting resilience and wellbeing. 

The training session offers a range of strategies to effectively deescalate complaints and facilitate more positive conversations.  It encourages all staff to develop a positive approach, build confidence and resilience, reflect on their own practice and consider areas for personal development.

The session includes:

  • Managing complaints with a view to dealing with them effectively and efficiently to minimise impact and additional concerns
  • Upskilling participants to prepare for difficult conversations, planning for their own resilience and aiming to maintain relationships and behaviours
  • Considering why people behave in the way that they do using evidence and current reading
  • Reflecting on their own practice and leaving with a repertoire of skills and strategies to practice in the future

To view pdf. Dealing with Difficult Conversations and Managing Complaints



The course is suitable for teaching, associate, pastoral and support staff at all levels in primary, secondary and early years phases. This course will be delivered through a face-to-face session at The King John School.  

No. of peopleDescriptionPrice
1Per Person£40.00

This training will take place on Wednesday 19th June 2024 (4.00pm-5.30pm) at The King John School, Shipwrights Drive, Thundersley, Benfleet SS7 1RQ.

The course is suitable for teaching, associate, pastoral and support staff at all levels in primary, secondary and early years phases. 

This event will be held at The King John School:

The King John School
Shipwrights Drive

This event will be held in the meeting room in the Humanities block which is situated at the rear of The King John School.  Please come to the school entrance on Benfleet Road and park in the car park at the rear.  Please enter  SAT NAV Postcode: SS7 1QF for Benfleet Road entrance. The Humanities Block is located to the left of the car park and participants will be able to sign in at reception there.

Please can all delegates ensure they arrive at their destination 5-10 minutes prior to the start of the event.  This will allow time for delegates to sign in at reception and be escorted to the meeting room. When attending an online event, please join the meeting on time and muted (unless requested otherwise) to ensure all delegates are able to hear the facilitator. 


Should delegates wish to cancel a place on a course you must notify the BTSA Manager, Denise Mair at

Failure to attend a course will be considered a cancellation and as such no refund will be offered. If you cancel a place on a fee-paying course within four working weeks, 50% of the fee paid will be reimbursed. Cancellations received within two working weeks will incur the full fee paid. Non-attendance of funded or free places without notification of extenuating circumstances within 48 hours will result in a charge to the school/organisation of £35 per session. Please inform us if you are unable to attend as this may allow another delegate to attend in your place. 

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