Resolving Conflict with Teachers and Parents
Non Academic Staff responsible for coordinating services for teachers and parents often become the target of dissatisfaction with the school, at no fault of their own. Operational staff is seldom prepared for the expectations of these key stakeholders and must rely on the school’s policies to defend their work.
This program is designed to provide an engaging and challenging approach to developing and demonstrating commitment to the interpersonal skills and awareness that create the foundation for Service Excellence. The purpose of this workshop is to help Non-Academic Staff to effectively resolve complaints and conflict born from dissatisfied parents and teachers.
The program approach is to develop the right mindset to manage conflict, build awareness of different value systems and personality styles, provide proven techniques for accommodating them and empower our Non-Academic staff with the tools and confidence necessary to navigate difficult conversations with parents and teachers.
Operational staff that are responsible for coordinating and provisioning services for staff and parents.
- Develop a positive mindset for managing conflict;
- Learn to tailor your communication for Cross-Cultural interactions;
- Understand how to use Consultative Communication skills to identify the facts and core interests;
- Confidently facilitate a Collaborative Strategy for resolving conflict; and
- Identify solutions to real cases presented by peers.
Workshops will commence at 8:30am and aim to finish by 4:30pm. There will be two 15-minute breaks each day and a 45-minute lunch break. The workshop modules will be:
Day 1: Morning
- Exploring ‘Customer’ Relationship Dynamics
- Introduction to consultative communication
Day 1: Afternoon
- Identifying customer needs & expectations
- Use questioning skills to understand the real problem
Day 2: Morning
- Conflict Resolution Model: Collaborative Strategy
- Handling objections/complaints
Day 2: Afternoon
- Using Peer Feedback to Resolve Conflict
- Trend Analysis for Resolving Conflict in International Schools
This workshop is available for facilitation in English, Mandarin or Cantonese. All written materials will be in English to support the schools working language environment.
Limited to 30 participants (Exceptions can be made to include more).