Time: 9:30am - 12pm
This course is being delivered online, and a recording will be available for up to 30 days after the event has ended.
Fees
Member - £99
Non-Member - £149
Facilitator - Victoria Hatton
Are AI-generated parent complaints changing the way your school handles conflict? This essential, practical session for school leaders explores how artificial intelligence is reshaping parental communication and what your school can do to stay ahead.
Combining real-world case studies, the latest policy insight and a proven strategic framework - Prevention, Protection, Process – this session will equip leaders with immediately actionable strategies.
You will explore how to prevent complaints from escalating build AI literacy in your staff, respond confidently to AI-generated correspondence and parallel data requests, and handle vexatious complaints lawfully and proportionately.
Leave with practical tools to de-escalate conflict, protect your school and foster constructive relationships with parents and the wider community.
Aims
By the end of the session participants will:
- Recognise how AI is reshaping parent complaints - spot the signs of AI-generated correspondence and understand how to respond constructively and proportionately, without escalating conflict
- Apply the ‘Prevention, Protection and Process’ framework - use this three-pillar model to analyse real complaint scenarios and identify which policies are engaged, from parental conduct to data protection
- Manage vexatious complaints lawfully and effectively - know when and how to scope, limit and respond to complaint bombardment, and leave with practical strategies to de-escalate conflict and protect staff wellbeing
Audience
School leaders and senior staff, including headteachers, principals, deputy headteachers, business managers and governance leads in maintained schools, academies and multi-academy trusts.
It is particularly relevant for those responsible for handling parent complaints, managing data requests and overseeing complaints procedures.
Facilitator
Victoria Hatton
Victoria Hatton is a Partner at Browne Jacobson LLP and heads the firm's South West education practice. Victoria advises schools, academy trusts and independent schools on the full spectrum of education law matters. She has developed specialist expertise in managing complaints and difficult parent relationships, leading the firm's development of complaints management and parental behaviour resources and training to equip school leaders with effective, practical conflict resolution strategies.