Mental Health & Wellbeing

Customer Service and De-escalation Techniques for Staff

Course Details
Audience: Suitable for all school staff working with parents! This would include reception and office staff, pastoral staff, form tutors, heads of year, teachers and SLT.
Date: Thursday 11th November
Time: 3:00 – 4:30pm
Venue: Online, via Zoom
Cost: FREE for all Bright Futures staff, £30 per person for external colleagues
Facilitated by: Becky Wilkins and Lisa Wisher

We are pleased to be working with 2 experienced facilitators from Marketing and Mental Health backgrounds to deliver valuable training around De-escalation techniques and customer service.

All school staff, but significantly receptionists and front line pastoral staff, have to have so many conversations with parents. Sometimes these conversations can be sensitive or difficult to manage, and not all front line staff have had high quality training on how to get the best out of every conversation.

Every interaction the school has with parents is an opportunity to deepen relationships and really engage.

This session will maintain a valuable focus on staff wellbeing while working in a busy school environment, and will use aspects of Emotion Coaching and some Transactional Analysis to help staff manage conflict and difficult conversations.

Alliance for Learning
Cavendish Road, Bowdon
Altrincham WA14 2NL
Proud to part of the Bright Futures Education Trust