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Recorded Webinars

Recorded Webinar: Sorry Seems to be the Hardest Word: Best Practice Complaints and Disputes Management for Schools

It’s human nature to bury your head in the sand or jump to the defensive when faced with a complaint or a potential dispute. Unfortunately, neither reaction will achieve the best outcome. This session will examine how schools can be on the front foot when faced with a complaint,
PRESENTED BY Jennifer Parkes Partner - Hicksons Lawyers , Newcastle

Date/Time

About the Webinar

It’s human nature to bury your head in the sand or jump to the defensive when faced with a complaint or a potential dispute. Unfortunately, neither reaction will achieve the best outcome. This session will examine how schools can be on the front foot when faced with a complaint, and provides a toolkit for best practice dispute management and solution, including:

  • Why and how to set up a complaint handling/dispute management framework
  • Delegating dispute management within the school – whose responsibility?
  • Key essentials of a complaints handling procedure
  • Strategies for identifying potential issues at an early stage and immediate steps that need to be taken
  • Tips for taking out the heat and replacing it with a timely and structured process
  • What every parent wants to happen or hear and how the school should respond
  • Why apologies are so resisted and when is it appropriate to make one?
  • Weighing up the merits, cost, reputational issues and other impacts before acting
  • Alternative dispute resolution methods and responsive listening
  • Is it ever OK to let a dispute proceed to litigation?

Presented By

Jennifer Parkes
Partner, Hicksons Lawyers Newcastle, NSW

Jennifer is a litigation lawyer, with over 15 years’ experience, who specialises in education, discrimination, privacy and workers compensation matters. She has extensive experience in preventing and resolving legal issues with a core focus on discrimination in the secondary and tertiary education sector.

Jennifer’s experience and thorough approach allows her to address matters in the most effective way and to negotiate an alternative resolution to the dispute, avoiding the need for litigation and preserving her clients’ reputation while minimising their risk exposure.

Who Should Attend?

This webinar is suitable for senior executives from private and independent schools, around Australia, along with their advisors. This webinar is for practitioners with some knowledge in this area and looking to improve their knowledge.

CPD Information

This webinar has been designed to run for 1 hour, however, webinar lengths can vary depending on the level of questions and discussion.

Enquiries/Assistance

If you need assistance or have an enquiry, please do not hesitate to contact our Webinar Coordinator, Lisa Tran on (03) 8601 7709 or email: [email protected]

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