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Parental Complaints – art of the possible
November 2, 2022 @ 9:30 am - 12:30 pm
Virtual course
2 November 2022
Time: 9.30am – 12 noon
Fees
Member – £99
Non-Member – £149
Facilitator – Guy Dudley, NAHT
This course will provide you with the tools and tips to manage parental complaints as effectively as you can and will cover the following:
– The scope of your complaints procedure
– Roles and responsibilities
– The ‘complaint’
– Campaigns and persistent complainants
– Persistent correspondents
– Unreasonable complaints
– Anonymous complaints
– Complaints received outside term-time
– Recording of meetings
– When to stop responding
– Complainants and social media
– Dealing with abusive visitors
– Prevention strategies
– Building effective home-school partnerships
Audience
Aims
By the end of the session, you will be:
– Prepared to adjust your complaints procedure
– Clearer about your role
– More able to qualify the complaint
– Better equipped to handle ‘difficult’ complaints and complainants
– Clear about procedural diversions
– More confident to take action
Objectives
You will have the confidence to do the following:
– Change your complaints procedure
– Train relevant staff in the new procedure
– Publicise your new procedure on the school’s website and let parents know
– Integrate the building of home-school partnerships into your school’s strategy and plans [INSET days, school improvement plans, Ofsted-ready preparations]
Facilitators
Guy Dudley, MCIPD, FSSP
NAHT since 2013
Senior Editor, Pathway, NAHT-Discovery Education
Previously, NAHT Head of Specialist Advice
Providing information, advice, guidance and support to school leaders on all topics related to running their schools; my specialist areas are human resources, employment law, leadership and governance, working with stakeholder groups and school support functions.
Previously, a variety of senior HR-related posts held at the Department for Education, international charities, an energy provider and a hospice.