Mediation-Informed Communication Skills for Education Professionals
Practical training drawing on professional mediation practice to equip education staff with the skills and confidence to manage challenging conversations constructively.
Course Synopsis
Every day, education staff navigate conversations that have the potential to build trust or create conflict. Whether discussing attendance, behaviour, safeguarding concerns, SEND provision or parental complaints, the way conversations are handled shapes outcomes for children, families and schools.
This practical training draws on professional mediation practice, conflict resolution theory and trauma-informed approaches to equip staff with the skills and confidence to manage challenging conversations constructively.
What You Will Learn
Participants will learn:
• Why conflict escalates and how to recognise early warning signs
• How systems-induced trauma and previous experiences influence parental behaviour
• Communication techniques that reduce defensiveness and build trust
• Practical questioning skills used by professional mediators
• Strategies for managing emotion and maintaining professional relationships
• How to create clarity, accountability and trust through effective follow-up
Course Details
For: Education staff, including headteachers, senior leaders, SENCOs, DSLs, attendance leads, pastoral teams, teachers, and family support staff
Delivery: Online or in person
Duration: Half a day
Group size: 6–25
Dates: Delivered annually
Book Training for Your Staff
We deliver this training for individual schools and trusts, online or in person. Get in touch to discuss a session.
Mediation-Informed Communication Skills for Education Professionals
Authors
Student Feedback
We had been in dispute with the council for over a year. The mediator helped both sides actually listen. We reached agreement in one session.
Parent, West Midlands
I did not think mediation would work, but the mediator was so knowledgeable about the process. We got the provision our son needed.
Parent, London
Outstanding course content and delivery. The practical examples really helped me understand complex concepts.
Client, Manchester
Course Authors
Marilyn Webster
Marilyn trained as a family mediator in 1991 and has practised continuously since. Her SEN work predates the 2001 Code of Practice: she sat on the regional working party that helped draft its mediation sections, and in 2001 delivered in-house SEND mediation training to one of the first regional SEND mediation services. For close to twenty years she has served on working groups and boards of national mediation organisations, pressing for practice standards across the profession. At Prime Resolution she leads the development and delivery of our training, runs supervision and professional practice consultancy for our mediators, and coaches trainees to accreditation.
Sophie Webster
Sophie worked in the NHS from 2006, including more than a decade as a community children's physiotherapist specialising in neurology and neuromuscular conditions. That work with children, families and colleagues across education, health and social care underpins her commitment to multi-agency, inclusive practice. Since training as a mediator she has worked mainly in family and workplace mediation, and is also trained in conflict coaching and Family Group Conferencing. At Prime Resolution she leads business development and marketing for family mediation, workplace mediation, supervision and conflict coaching, and is the organisation's Designated Safeguarding Lead. She is particularly concerned that children's voices are heard in decisions that affect them. Outside Prime she is a secondary school governor with responsibility for SEND and safeguarding.
Register your interest
Not Currently Scheduled
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