Course Duration: 3 hours 24 minutes (approx.)
Teachers and school leaders must be confident in dealing with difficult situations in the school environment, including in their interactions with parents, leadership teams and each other. By understanding how to handle difficult situations, staff can resolve and effectively diffuse situations quickly that may otherwise escalate.
This essential CPD course provides you with the core content you need to equip you with the tools to deal with difficult conversations and communicate effectively with resilience, empathy and understanding.
Split into bite-size modules, the training has been designed to provide maximum learning potential in the leanest, most cost effective and most time-efficient manner. It has been produced in high quality remote video CPD format which is accessible on any device, anytime, anywhere.
Delivered by Stephen Burnage, a school leadership specialist and expert practitioner with over 25 years’ teaching experience, the course has been divided into nine modules with a knowledge assessment at the end to help you evidence your learning.
Designed in line with the following guidance:
- Ofsted School Inspection Handbook 2019
- Evidencing the three Is of intent, implementation and impact in leadership and supporting positive behaviours for staff and student wellbeing.
- Knowing how to identify and appropriately address ‘hard’ and ‘soft’ issues through using opening lines, applying interaction strategies and de-escalation techniques.
- Developing skills in assertiveness, evidence gathering, effective questioning and target setting to tackle complacency and underachievement.
- Understanding how to offer success-based solutions and develop win-win outcomes.
- Knowing how to evidence the effective leadership of challenging behaviours while putting staff and student wellbeing at the forefront.
Module 1: Effective communication
Module one will explore the critical components of effective communication, how to become an engaged listener using nonverbal signs and managing stress, and positively communicate and build relationships with difficult people by understanding barriers to effective communication.
Module 2: Avoiding aggression and defensiveness
Module two shows the benefits of using evidence-based conversations to diffuse aggression and defensive feelings and how to engage anger management techniques to de-escalate aggression and defensiveness during a difficult conversation.
Module 3: Confidently tackling difficult situations
This module offers practical tools and techniques to enable both parties to reach a ‘win-win’ situation after a difficult conversation. It shows examples of languages that calm, deflect and resolve difficult situations and covers how, when and why saying ‘no’ can be beneficial.
Module 4: Developing empathy and resilience
Module four covers how to recognise and combat stress in the workplace to develop a calmer, constructive and positive environment. This module demonstrates the importance of developing confidence, resilience, and empathy to lead to more positive outcomes for all.
Module 5: Defining your customers
Module five explores how effective communication can add value to the school and the importance of providing a quality service to parents and visitors. It also addresses how to define and know your customers and how controlling your instinctive reactions can help you handle difficult situations.
Module 6: Positive communication
Module six explores what positive communication looks like in practice and how customers' needs can inform this. It explores case studies and shows how to apply the Magnificent 7 tips for great communication.
Module 7: The purpose of difficult conversations
Module seven explores how to address Ofsted’s expectations for intent, implementation and impact of leadership and behaviour. It also explores the psychology of difficult conversations, including overcoming the need to be liked and how to break habits.
Module 8: Leading difficult conversations effectively
Module eight offers strategies and successful methods for preparing, delivering, and dealing with difficult conversations, including practical strategies to deal with personal issues in a professional and supportive way. It discusses case studies and demonstrates how to address a range of issues.
Module 9: Summary
The final module will provide a re-cap of the course and provide a review of the learning outcomes and effective strategies that have been covered.