Managing Difficult Conversations: Resources

This webinar equips school leadership teams with essential skills to manage complaints from parents, particularly when interactions escalate to disrespectful or hostile behaviour. With a rise in fast-tracked complaints to Ofsted, many teachers and senior staff feel apprehensive about engaging with parents via phone or email.

This session provides strategies to foster respectful communication, set boundaries, and handle complaints constructively. Leaders will learn how to protect their teams, maintain morale, and create a safe, supportive environment for staff, thereby promoting wellbeing and resilience at all levels.

*Please note: This is a pre-record and for purchasing resources only*

Speaker

Lisa McCall

Headteacher, Wales High School, Rotherham

Richard Harrison

Assistant Headteacher, Wales High School

Learning outcomes

Participants will:

develop effective communication skills: learn and apply techniques for managing difficult conversations with parents, focusing on de-escalating confrontational behaviour and fostering respectful dialogue.
implement clear complaint handling processes: leaders will gain strategies to manage complaints constructively, including setting boundaries and understanding when to escalate or mediate concerns, to ensure consistent and fair responses.
enhance staff support and wellbeing: attendees will identify methods to support their teams under pressure, including techniques for reducing staff anxiety, building resilience, and creating a work environment where staff feel safe and valued.

Who can attend?

Suitable for the following roles in primary and secondary settings, special schools and PRUs: