Certificate in Managing Difficult Conversations for Frontline Staff

Image of Stephen Burnage
Stephen Burnage Expert practitioner, consultant and trainer
Course 2hr 53min 8 modules

This Essential CPD course provides you with the knowledge and skills you need to ensure you understand how to manage difficult situations and tackle difficult conversations using effective communication techniques confidently.

CPD Certified

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 defuse situations effectively. This ensures that schools maintain excellent customer service and a positive external image. 

Developed by Stephen Burnage, a school leadership specialist and expert practitioner with over 25 years’ teaching experience, this Essential CPD course will provide you with the knowledge and skills to ensure you understand how to manage difficult situations and tackle difficult conversations using effective communication techniques confidently. 

Please note: The course consists of learning through video, task completion and further reading/research. Please consider this when planning and allocating your time. To successfully understand and achieve the objectives from the course, learners are expected to engage in all aspects of the learning process and complete all relevant activities to ensure they can successfully apply the knowledge and skills they have gained in their own setting. 

Designed in line with the following guidance: 

  • Ofsted School Inspection Handbook