Schools with certified school membership can access this course by logging into the hub.
Certificate in Effective Communication and Managing Difficult Conversations for Frontline Staff
Play Trailer
$74.28
You will be invoiced £60 as we are based in the United Kingdom.
About The Course
Certificate in Effective Communication and Managing Difficult Conversations for Frontline Staff
Course Duration: 2 hours 53 minutes (approx.)
Frontline staff must be confident in dealing with difficult situations in the school environment, including their interactions with parents, leadership teams and each other. By understanding how to handle difficult conversations, staff can resolve and diffuse situations effectively. This ensures that schools maintain excellent customer service and a positive external image.
This essential CPD course provides you with the core content you need to ensure you understand how to manage difficult situations and tackle difficult conversations using effective communication techniques confidently.
Split into bite-size modules, the training has been designed to provide maximum learning potential in the leanest, most cost effective and most time-efficient manner. It has been produced in high quality remote video CPD format which is accessible on any device, anytime, anywhere.
Delivered by Stephen Burnage, a school leadership specialist and expert practitioner with over 25 years’ teaching experience, the course has been divided into seven modules with a knowledge assessment at the end to help you evidence your learning.
Designed in line with the following guidance:
- Ofsted School Inspection Handbook 2019
Learning outcomes
- Evidencing the three Is of intent, implementation and impact and supporting positive behaviours for staff and student wellbeing.
- Knowing how to identify and appropriately address ‘hard’ and ‘soft’ issues through using opening lines, applying interaction strategies and de-escalation techniques.
- Developing skills in assertiveness, evidence gathering, effective questioning and target setting to tackle complacency and underachievement.
- Understanding how to offer success-based solutions and develop win-win outcomes.
- Knowing how to evidence the effective leadership of challenging behaviours while putting staff and student wellbeing at the forefront.
Course Units
Introduction
Delivered by Stephen Burnage, a school leadership specialist and expert practitioner with over 25 years’ teaching experience, the course has been divided into seven modules with a knowledge assessment at the end to help you evidence your learning.
Module 1: Effective communication
Module one will explore the critical components of effective communication, how to become an engaged listener using nonverbal signs and managing stress, and positively communicate and build relationships with difficult people by understanding barrier...
Module 2: Avoiding aggression and defensiveness
Module two shows the benefits of using evidence-based conversations to diffuse aggression and defensive feelings and how to engage anger management techniques to de-escalate aggression and defensiveness during a difficult conversation.
Module 3: Confidently tackling difficult situations
This module offers practical tools and techniques to enable both parties to reach a ‘win-win’ situation after a difficult conversation. It shows examples of languages that calm, deflect and resolve difficult situations and covers how, when and why sa...
Module 4: Developing empathy and resilience
Module four covers how to recognise and combat stress in the workplace to develop a calmer, constructive and positive environment. This module demonstrates the importance of developing confidence, resilience, and empathy to lead to more positive outc...
Module 5: Defining your customers
Module five explores how effective communication can add value to the school and the importance of providing a quality service to parents and visitors. It also addresses how to define and know your customers and how controlling your instinctive react...
Module 6: Positive communication
Module six explores what positive communication looks like in practice and how customers' needs can inform this. It explores case studies and shows how to apply the Magnificent 7 tips for great communication.
Module 7: Summary
The final module will provide a re-cap of the course and provide a review of the learning outcomes and effective strategies that have been covered.
Latest Training
Other Similar Courses
Annual Certificate in Understanding Sexual Harassment and Sexual Violence for PSHE/RSHE Leads (2022-23)
- Available On Demand
Developed by Lorna Ponambalum, safeguarding expert and senior leadership education professional, this Essential CPD course provides you with the core content you need to understand your statutory safeguarding requirements around sexual harassment and sexual violence in schools.
Annual Certificate in Understanding Sexual Harassment and Sexual Violence for School Governors (2022-23)
- Available On Demand
Developed by Lorna Ponambalum, safeguarding expert and senior leadership education professional, this Essential CPD course provides you with the core content you need to understand your statutory safeguarding requirements around sexual harassment and sexual violence in schools.
Annual Certificate in Understanding Sexual Harassment and Sexual Violence for DSLs & Deputy DSLs (2022-23)
- Available On Demand
Course Duration: 1 hour 35 minutes (approx.) Developed by Lorna Ponambalum, safeguarding expert and senior leadership education professional, this Essential CPD course provides you with the core content you need to understand your statutory safeguarding requirements around sexual harassment and sexual violence in schools.
Certified School Programme
Our Whole School Community Approach to Online Safety Training
Our Certified School Programme is a complete solution for schools to implement an effective approach to online safety.
It has been designed by education professionals to meet the statutory online safety safeguarding duties outlined in the Keeping Children Safe in Education (KCSIE) September 2022 guidance.
Whole School Community Training
CPD accredited training for the whole school community, including, DSLs, teachers, school staff, parents and carers.
Monthly Online Safety Update Service
Supporting schools to stay on top of online safety related news, social media updates, gaming updates and evolving online issues.
Meet DfE Statutory Safeguarding Requirements
Designed by education professionals to meet the statutory online safety statutory duties outlined in Keeping Children Safe in Education (KCSIE) September 2022.
NOS Certified School Accreditation
Accreditation for your school including a certified school plaque when you meet our approval criteria.
Dedicated Online Safety eLearning Hub
Implement training to all staff and parents with just one click and report on course access and completion.
Resources, Lesson Plans and Parent Guides
Access to our Resource Hub containing over 500 platform guides and lesson plans in online safety.
Still Have Questions?
Interested in becoming a member? Contact us today to find out more.
An Online Safety Advisor will be in touch within 24 hours