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
Schools are increasingly receiving more complex complaints due to AI usage. This training session looks to support by offering a range of strategies to unpick excessive paperwork, 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 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
