image Full details Print Event Event List


Short URL 
Event code SCH 23/050 
Event description This face to face session is relevant to all governors and senior leaders 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, trainer and also a chair of governors. 
Face to face at Ealing Education Centre 
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 Suitable for all governors 
Subject areas
Target audience
target audience
OFSTED areas Leadership and management
Professional Standards
Ealing Education Centre, Mansell Road, UB6 9EH
Admin contact Kate Kasampali (
Event Commissioner Tina Birch (
Course Costs
Standard cost£97.00
*Ealing Learning Partnership pay as you go£90.00
CPD/Training SLA£0.00
Funding information
Start date Wednesday 22 March 2023
Times 18:00 - 20:00
Number of sessions 1