Managing Difficult Situations and Conflict with Parents


Inservice Training Workshops for Headteachers, Senior Managers and Staff. Delivery by Leapwade or the school.


Morning Agenda


Complaint Handling/Defusing Aggression


09:00 - 09:15 Tea and Coffee

09:15 - 09:30 Welcome and Introductions

09:30 - 10:40 Analysis of positive and negative behaviours in dealing with parents.

Participants watch scenarios on DVD/video, followed by group work and whole-course discussion:-


Situation 1 - Parents’ Evening meeting

Situation 2 - Parents’ Evening meeting


10:40 - 11:00 Morning Break - Tea/Coffee

11:00 - 11:30 Situation 3 - Parents’ Evening meeting

11:30 - 12:10 ‘The Empathetic Model’

Participants and tutor develop a model which focuses on those

interpersonal skills which are essential for dealing professionally with

difficult situations. This session uses DVD/video graphics, together with

group activities and tutor input, to make the essential link between our interpersonal skills and how we are seen by others - i.e. our behaviour.


12:10 - 12:30 Situation 4 - Teacher/Parent meeting

Situation 5 - Teacher/Parent meeting


12:30 - 1:30 Lunch


Afternoon Agenda

Policies & Procedures


Analysis and discussion of more difficult scenarios, which could have legal and/or safety implications for the school and for which policies and procedures should be in place. These include:-


1.30 - 3.30 Situation 6 - The Estranged Parent (wanting to remove a child)

Situation 7 - The Highly Aggressive Parent

Situation 8 - A Parent Confronts a Bully

Situation 9 - A Parent Demands an Apology


3.30 Close





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Delivery by School

Delivery by Leapwade

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