Thu, 29 Jan 2026, 09:30 – 13:00 | Croydon @
The training will focus on developing effective skills to manage complaints in a timely manner, and the importance of clear, documented responses. We will cover fostering a positive culture by creating a culture of openness and responsiveness within the school and building trust with parents and stakeholders. There will be discussions and interactive activities which will include real case studies of complaints, exploring recurring issues, and an opportunity to share examples of concerns and complaints in your school
This course will cover 4 main focus areas:
Session 1 – Awareness & Investigating Common Themes in Complaints
Reviews of prior complaints & common themes and identifying training needs and gaps where staff may require further guidance e.g., communication, conflict resolution and identifying
Session 2 – Skills & Practical Tools for Managing Complaints
Distinguishing between a concern and a complaint (define concerns vs. complaints), de-escalation techniques and strategies to defuse tense situations and engage calmly with parents or stakeholders. Reviewing of complaints policy and policy compliance.
Session 3- Attitude; Creating a Collaborative& Inclusive Approach
Acknowledge the diverse backgrounds of parents and how perspectives may affect views and approach to complaints, building a collaborative problem-solving culture and looking at strategies for opening lines of communication, both internal (staff) and external (parents).
Session 4 – Whole-School Training and Engagement
Discussing the benefits of training all staff (office staff, SBM, teachers, tutors, middle leaders, senior leaders) in complaints management and how a unified approach improve the effectiveness of complaint handling and foster a consistent response from all staff members.
Please note you must book to attend the session.
All courses should be booked via our portal. Click ‘Book Now’ to log in and secure your place. If you do not have a user account for our portal or require further assistance please contact us at educationenquiries@croydon.gov.uk .
Course fee is £152 per delegate
For any assistance, please contact us at educationenquiries@croydon.gov.uk or call us on 020 8241 5460
