Handling parental complaints effectively is essential for maintaining trust, safeguarding pupil wellbeing, and ensuring a positive school reputation. In today’s educational landscape, how a school responds to concerns can make a lasting impact on parent relationships and community confidence. This course equips school staff with the tools and confidence to address complaints professionally, fairly, and in line with UK guidance—helping turn challenging conversations into opportunities for growth and improvement.
This course covers:
The SBM's Role, Policy, and Prevention
The First Response and Active Listening
Choosing Words that Connect, Not Divide
Structuring the Process and Managing Escalations
Leadership, Resilience, and Self-care
Professional Support and Resources
By the end of this training, you will be able to:
1.Use the strategies and practical tools learned to navigate these conversations with confidence and composure.
2.Understand the SBM’s role and the importance of a robust policy framework
3.Employ practical skills of de-escalation, creating a safe space for discussion, and using active listening to truly understand the issue at hand.
4.Use language that builds bridges, not walls, and for setting the boundaries necessary to keep the conversation professional
5.Prepare effectively for meetings, create clear action plans, and manage the formal process if a complaint escalates
How it works:
Make your booking
You’ll be emailed log-in details and a link to our online platform
Work through the course at your own pace
Complete the interactive and dynamic course
Download your certificate of completion upon passing the course
With 12 months access, you can revisit the material as many times as you like
