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This event is suitable for Ealing maintained schools and all other schools
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Event code SCH 21/143 
Event description This sessions relevant to all governors and head teachers from all school settings. The aim is to examine the theory of good effective communication skills and to put in to practice strategies that will help defuse tension, manage difficult situations and recognise what outcomes it is your colleagues or parents are really seeking.
Any person, including members of the general public, may make a complaint about any provision of facilities or services that a school provides. Furthermore, complaints are on the increase generally. Whatever policy you have in place, whether staff grievances or parental complaint, you can be sure of one thing - they cost time, money and cause huge anxiety to all parties involved.
However, learning how to handle different personality types and appreciate issues from other perspectives can turn a potentially negative situation into a winning outcome for all parties involved.
This session will cover practical skills:
•      Appreciating behaviour dynamics
•      Anger management techniques – defusing the emotion
•      Right use of language and phrases
•      Focusing on future outcomes
The objective of the session will be to embed simple strategies from adjustment of body language to use of assertiveness, appropriate voice and tonality, to afford better and more effective communication skills and reach a solution for all parties concerned.
Delegates will have the opportunity (as appropriate) to share experiences, in a confidential environment and build their confidence and skills in dealing with different personalities and challenging situations.

This session will be delivered by Wendy Smith, communications coach and trainer.
Suitable for all governors

As a courtesy to your trainer and fellow delegates if you could please note the following that will be much appreciated:

  • Please do not share the online training link with others. Participants must register on for courses. Attendees who have not registered in advance, may not be admitted by the trainer.

  • By joining this session you understand that your name, school and e mail will be shared with the trainer so they can allow you access to the online session

  • Please make sure you can access the platform prior to the session i.e. Zoom

  • Please join the session 5 minutes before the starting time. When you join the session, you will be placed in a waiting room until the trainer opens the meeting. The session will commence promptly.

  • If you are more than 5 minutes late to the session, it is at the trainers discretion whether they will admit you

  • We understand at times participants may lose connection. Whilst the trainer will be mindful of this it may not be possible for you to re-join the meeting once it has started or there may be a delay.

We look forward to seeing you at this session. 
Training objectives By the end of the session delegates will be able to:

  • Demonstrate an understanding of the stages of anger and work to avoid escalation and reach a satisfactory conclusion.

  • Be able to demonstrate they have recognised the other person’s concern by use of acknowledgement and paraphrasing.

  • Understand and practice fine-tuned listening skills to enable better outcomes

  • Recognise the difference between aggressive and assertive behaviour, the adverse effects of non-assertive behaviours. Practice          using ‘I’ statements to embed learning.

Target Group  
Key stages
EYFS image KS1 image KS2 image KS3 image KS4 image Post 16 image 
Subject areas Governor training
Target audience Governors: All
OFSTED areas
Professional Standards
Venue via Zoom (online), ., . map
Admin contact Mohid Hasham (
Event Commissioner Tina Birch (
Course Costs
Standard cost£97.00
*Ealing Learning Partnership pay as you go£90.00
CPD/Training SLA£0.00
Start date Wednesday 17 March 2021
Times 18:00 - 19:30
Number of sessions 1