Structure of the course
The Dealing with Difficult Conversations and Managing Complaints training session takes place face to face from 3:45 pm until 5:15 pm at The King John School, Shipwrights Drive, Benfleet, SS7 1RQ
Dealing with difficult conversations and managing complaints
Tuesday 21st April 2026 3.45pm-5.15pm (1 hr 30 mins)
COST
£60 per delegate (1 session)
BTSA: Dealing with Difficult Conversations and Managing Complaints
Our Dealing with Difficult Conversations and Managing Complaints training is designed to support all staff (teaching, associate and pastoral) to develop strategies to manage difficult conversations in a positive manner whilst promoting resilience and wellbeing.
Suitable for primary and secondary phases
The training offers a range of strategies to facilitate more positive conversations and effectively deescalate complaints, whilst encouraging staff to develop a positive approach to 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 delegates 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
