“This was a professionally life-changing course – I couldn’t rate it highly enough. It has been transformative for me and the rest of the SLT.”Mr Parr, Head Teacher, Sunny Hill School, London

A school leadership programme to learn the skills and have the confidence to tackle those tricky

conversations successfully

Successful Difficult Conversations

Workplace conflict

“Working with Heads Up is the best choice I’ve made in 15 years of school leadership”

- Kim Parnell, Outstanding Head teacher, Balfour Junior School

Our mission is to make all schools outstanding.

The CBI estimates that it costs UK business £33 billion per year, taking up 20% of leadership time and potentially losing up to 370 million working days.

Most school leaders are very comfortable in having difficult conversations with children, but not with adults. This is because most school leaders are not trained in how to have successful difficult conversations with adults.

Difficult conversations are a daily, key skill of leadership (and life!) yet most of us are never taught how. How often do you have a difficult conversation? Once a week? Once a day? Once an hour?

Did you know...

There are three components to having a successful difficult conversation… And you need all three in place

If emotions are not managed, the conversation can be exhausting.

Ever relived, replayed or reinvented the conversation?

When you don’t have structure, your message is unclear.

Ever felt the other person didn’t get your point?

Any conversation where trust is missing is unlikely to be successful.

Ever thought, ‘They’re clearly not going to do what I’ve asked them to?’

The 3 elements you need

For something you and your team do every day don’t you want to make sure you’re having difficult conversations as successfully as possible?

Are you talking about everything you need to?

In the best teams not only is performance excellent but so is their behaviour; this is even more important in

schools because your children learn so much by seeing how adults behave with each other.

What is a successful difficult conversation?

A successful difficult conversation is a learning conversation; it puts you on the path to resolving the issue

and creating positive change.

Why do you need to have successful difficult conversations?

Most teams go through a cycle when they form and how well they go through affects how effective they are

(Tuckman, 1965):

They become a team - there is lots of nice get-to-know-you chat (the

honeymoon period)

They form good and bad norms – these are the unspoken rules for their

group

They know how the group works - they can focus more than before on the task at

hand

They start to disagree on things - factions might form

One stage is more important than all the others: storming

How well a team storms affects how well they norm and perform, and storming is about successful difficult

conversations.

Successful difficult conversations

The skill of resolving conflict is a key feature of high performing teams

We’ve trained 100s of school leaders with great results

Step 1: The core skills of having successful difficult conversations

We start by teaching you the core skills which make difficult conversations successful, so that you can tackle issues as they happen with greater confidence.

Programme overview

Step 2: Flex your leadership style to get the best result

Your team will learn how to adapt their approach to get the best out of the situation which means they will resolve difficult issues more quickly.

Step 3: Know the parameters of the law

Because many people worry about overstepping the law, you will have a day with our legal expert, understanding capability, medical capability, and how the law supports employers, so that your team can be confident that they are working within the law.

Step 4: Get to the point quickly and kindly

The single biggest mistake we see is not clearly knowing and stating the issue in a difficult conversation. We make sure you don’t fall into this common trap which means many more of your conversations will be effective.

Step 5: Tools and techniques to make all difficult conversations successful

Now you’re ready to learn a range of techniques so that you can be increasingly versatile in a difficult conversation, overcome any obstacle, and increase the conversation’s success.

Ongoing implementation support

We want you to use these skills effectively and create an amazing school culture, so we offer valuable ongoing support in the form of ½ day bespoke team sessions where we work on whatever you need for the best impact in your school.

1. Core skills

Without this:

- You will have issues that will drag on - The issues are unlikely to ever be fully resolved - You will be exhausted dealing with these issues

With this:

- You will get a quick resolution - You and your team will have a consistent approach to resolving issues - You will no longer have sleepless nights or worry as you head into a difficult conversation

Managing conflict is a key leadership skill and one that the whole team need to be good at. This one day workshop gives your team the core skills they need to have more successful difficult conversations.

You will:

Learn to manage the emotions so

your conversation stays on track

Know how to build trust so your message is heard

Be able to structure the conversation so you resolve the issue quickly

Based on psychological principles which are simple to use, your leaders will be able to put these skills to use immediately.

2. Flex your leadership style

Without this:

- You will use your preferred style which often isn’t the most effective - You will find that issues could be aggravated and get worse - You won’t be able to fully support the improvement journey the person needs to go on

With this:

- You will adapt your approach to the needs of the person - You will resolve issues more quickly - You will be able to support the person in the best way for them, leading to longer lasting change

Adapting your approach is something school leaders do naturally with children but many struggle to do with adults. This one day workshop gives your team a simple method to knowing what approach will work best for any given person or situation.

You will:

Know which leadership style

to use and when for the best effectUnderstand the

competency curve and its practical application

Know and use a range of leadership styles

Based on leadership psychology your leaders will be able to put these skills to use immediately and further improve their skills in resolving difficult issues.

3. Legal awarenessWithout this:

- You will not know if you are over-stepping the law - You will not be in as strong a position if you go to tribunal - You will not be confident in having difficult conversations for fear of ‘getting it wrong’

With this:

- You will know the parameters of the law - You will be better prepared if you are ever called to tribunal - You can be confident you are ‘getting it right’ legally

Being secure that you are operating within the law is crucial if you are to effectively tackle issues in your school. This one day workshop will equip you with the knowledge to work comfortably within the law.

You will:

Manage capability within the current legal

framework

Know the core legal framework for managing employees

Manage sickness absence

You will be guided by a practising employment solicitor with years of experience in working in the public sector.

4. Get to the point

Without this:

- You will often have the conversation about the wrong thing! - You will fall into the most common mistake - The conversation will be confusing and issue will not be resolved

With this:

- You will always be dealing with the real issue that needs addressing - You will be clear in yourself and with others about what needs to change - Your conversation will stay on track for so you get the improvement you seek

Talking about the real issue is a crucial part of securing improved performance and behaviour. This one day workshop gives a range of techniques for getting the conversation started and ensuring it’s about what really needs to be talked about.

You will:

Avoid the most common

mistake of difficult

conversationsHave range of ways to start the conversation

Know how to get clear on the issue yourself

Your leaders will be tackling all the right areas efficiently so you don’t have any more of those ‘perennial problems’.

5. Tools and techniques

Without this:

- You can get stuck - You won’t have the versatility needed to handle every difficult conversation - You can lose control of the conversation

With this:

- You will be able to take any difficult conversation to resolution - You will be able to get past any problem in the conversation - You will be cool and calm no matter how the conversation progresses, knowing you have the tools to get a good outcome

Conversations are movable feasts and being able to adapt to them in the moment is a master skill of resolution. This one day workshop will give you a battery of techniques for every eventuality, making sure you’re never stuck in a difficult conversation again.

You will:

Know when to use them

Have tools for every part of the

conversation

Learn over 15 techniques to get you out of any tricky situation

Your leaders will be totally confident in tackling any issue and issues will be truly nipped in the bud!

Implementation support

1. Half day leadership sessions

Where we work directly with you and your leadership team on whatever you need to make the training work in the unique setting of your school.

2. Surgery sessions

Where we focus on particular issues so you are able to resolve them well.

We know that knowledge without implementation is nothing.

To make sure you get the full benefit of the training and implement what you have learnt, we offer ongoing support in the form of one or both of the following:

Del’s teaching required improvement, however, he thought he was good or better. Various members of the school’s leadership team had given Del feedback about his teaching and they had tried everything you could think of! In one feedback meeting, when trying to get him to understand his marking required improvement and Del didn’t agree, insisting it was good, they went with him to his books to look at the marking so that they were both dealing with really concrete evidence. The message still didn’t get through.

With our training and implementation support, the Head was able to approach this exceptionally difficult conversation in a new way, hoping to move Del from an almost ‘ignorance is bliss’ state to understanding the problem, as kindly as possible.

How did it go? Del took the message on board this time and, although he was initially down, worried, and scared, he moved through those emotions to a place where he was able to accept the school’s support. He started to improve his teaching - something he wasn’t able to do until he accepted there was a problem.

How effective is the training?

100% of attendees recommend the training

The team

Meet some of the team

Sonia Gill, Founder, Author and Director of Heads Up, is an educational leadership

coach who supports school leaders to create outstanding schools. As a qualified

teacher she has taught every age from Reception to Y11 and is also a successful

business leader, leading multi-million pound businesses and teams of hundreds. Since

founding Heads Up she has personally supported 100’s of Heads and school leaders

to create a culture of excellence.

Robert Stephenson has a wealth of experience in schools: from supporting school

leaders develop their teams and transition into new roles to supporting hundreds of

schools to develop their creative curriculum and gain the Artsmark to lecturing at the

University of Essex. He is passionate about education and, as a coach and exceptional

trainer, he brings the art of having successful difficult conversations to life in a unique

way for every individual.

Emma Webster is a principal solicitor at YESS (Your Employment Settlement Service), a

charity which is dedicated to resolving employment law disputes; their advice is aimed

at providing solutions to problems rather than escalating them to litigation. Emma

has worked with many schools and teachers advising them on how to tackle difficult

situations fairly and lawfully. Her advice and lectures to schools are practical, focused,

and aimed at avoiding unnecessary mistakes caused by lack of understanding of the

legal frameworks. She is a qualified mediator and school governor and also sits as a

part-time employment tribunal judge.

At Heads Up we love doing what we do and we love working with Heads and school leaders like you

Testimonials

What our clients say

“I bounced all the way back to Carlisle the training was so good! And London to Carlisle is a long way to bounce!”David Hodgkiss, Head Teacher

“Thank you… It’s been a long time since I really felt like I have learnt and developed a new skill. It made me realise that, as senior leaders, we are really not trained or always equipped to deal with the emotional side of the job.” Mrs Harris, Outstanding Head Teacher, St George the Martyr Primary School, London

“The difficult conversations course was the best I have had of its kind. It provided practical skills rather than rhetorical questions to enable healthy, necessary discussion to take place.” Margaret Johonnet, Middle Leader, South London

“Sonia was a really enthusiastic presenter who really inspires. Her ability to make everything link to examples in the classroom made the course a success for me.” Laura, Year Group Leader, South London

The cost of conflict

Learn the 5-step structure to make any difficult conversation more successful at: http://www.ukheadsup.com/-e-course-sign-up

Conflict costs your school at least £13k pa (And an additional £9k per form entry!)

H SLT Te TA

The cost if your team spend just 30 minutes a week on conflict in some way

1 Head, 3 SLT, 7 Teachers, 7 TAs

£688 £1

543

£318

6

£145

6

Salary Cost

£6.9k in salary

£5k in sickness

absence

£1.2k in leavers

Teachers average 8 sick days a year

We’ve assumed that 2 are due to stress related to conflict

The CBI estimates that conflict resolution costs UK businesses £33bn per year, taking up to 20% of leadership time and potentially losing up to 370 million working days

50% For 50% of people

who choose to leave conflict is a

decisive factor

Supply cover

Interview time

Job advert

Course details and prices

Core Skills Confident in Conversation

Versatility in difficult

conversations

Core skills / / /

Flexing your leadership style / /

Legal awareness / /

Get to the point /

Tools & techniques /

Delivered in your school / / /

All materials included / / /

Dedicated Heads Up trainer for the duration / / /

Access to special rates with Yesslaw / / /

Implementation support (1/2 days) 1 3

Duration One Term Two Terms One Year

Price* £1650+VAT £5700+VAT £9550 +VAT

* Reasonable travel expenses may be charged, this will be discussed with you before booking

“This was a professionally life changing course - I couldn’t recommend it highly enough’”- Mr Parr, Head Teacher, Sunny Hill School, London

Successful Difficult Conversations Programme

Part 1 - The core skills of having

successful difficult conversations

Journey to Outstanding ProgrammeA school leadership team programme designed to let you create the high-performing, outstanding

school you have always dreamt of leading.

Strategy 1 - Vision: create your compelling value based vision, so your

team is truly on-board

Strategy 2 - Healthy Conflict: create great performance and behaviour in

your team, through successful difficult conversations

Strategy 3 - Growth: create excellence by developing your whole team’s skills

to deliver an exceptional quality of education

© Heads Up Ltd 2015. Company Registration: 8541858 VAT Registration: 162 6753 95 Kemp House, 152-160 City Road, London EC1V 2NX. Registered in England and Wales.

A school leadership team programme to learn the skills and have the confidence to tackle those tricky conversations successfully.

Part 2 - Flex your leadership style for quick improvements

Part 3 - Keep within the

parameters of the law

Part 4 - Get to the point quickly and

kindly

Part 5 - Tools and techniques to

make all difficult conversations

successful

Personal Coaching ProgrammeIndividual coaching is a fantastic way to support school leaders maximise their potential and their

impact on your school and children.

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available on our website.

For a no-obligation meeting to find out more about any of our programmes go to www.ukheadsup.com or email us at info@ukheadsup.com or call 07973 769 678