Managing difficult issues: handling parental complaints; handling staff complaints and grievances; when parental and staff complaints become enmeshed

• Recognising the interconnectedness of parental complaints, bullying and challenges with staff is key to addressing these issues robustly and with confidence:
• This session will give governors a framework for evaluating what has gone on with a parental complaint and the know-how to address each one assertively
• Can we just say Sorry? Making parents feel heard and understood:
• Case studies examined

Trainer : Maria Goldsmith