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4.5 per day PD HOURS

Event Details


Log on between 9.15am and 9.25am for the 9.30am start (AEST)

Live Streamed Webinar

All School Administration and Management Staff

$215 + GST

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Managing Front Office Conversations, Conflict & Cranky People

If you are in the front line and work with parents, teaching staff, and students on a regular basis then this workshop is for you.

This program is ideal for general office staff whose role includes working with and supporting all members of complex school communities. Front of office staff drive the heart beat and often provide the first impression of ‘who we are’ at many schools -culture. Front of office staff are the often the ‘first responders’ to distressed and sometimes angry parents, anxious and often self-important students, stressed and sometimes demanding teachers. Establishing and sustaining productive relationships across the school is a key role of office staff and they need adequate training and skills to make sure their wellbeing is maximized and the office can function without toxic relationships and unnecessary conflict.

In this workshop participants will:
• Take away the very effective L.E.A.P approach to manage challenging conversations with people.
• Learn to implement a ‘10 step’ approach to facilitating courageous conversations with parents.
• Explore the influences that brain chemistry and emotional states (affect) can have on challenging conversations.
• Learn to have a 4 x 2 conversation with staff, students and parents.
• Learn how the physical environment and meeting and greeting protocols can influence how we do business with the wider school community .
• Investigate the origins of conflict and how people respond and what are the preferred outcomes.
• Learn to apply a wide range of effective strategies that defuse high level emotions and engage people in constructive conversations.

Presented by Critical Agendas

David Vinegrad

David Vinegrad is a well-known presenter with extensive experience in the area of behaviour management both nationally and internationally. He has highly developed skills as a facilitator, trainer, and presenter and is widely recognised as an international expert on restorative justice. He has played a major role in the introduction of restorative practices into schools in Australia and internationally and is an experienced counsellor and mediator including high level management of critical incidents and school based trauma. David has over 30 years of experience working with teachers and students in a variety of diverse educational settings undertaking and developing a wide range of roles including recent work in Japan and Brazil.

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Hear from teachers who have attended a Critical Agendas Event

Loved the passion of the Presenters

Ivana Ryan

Keep up the fantastic PD opportunities! Very  professional and well-researched workshops and conferences.

Paul Dillon

The best P.D. I have attended in living memory!” I loved every minute of this engaging, interesting and informative PD. And I have been teaching for 40+ years!

Susan Snooks

Loved the honesty in the sharing of information and strategies

Liberty Hatzidimitriou

Passionate &  Authentic Speakers – Meaningful Strategies

Tamara Rundle

I love the fantastic variety of workshops and conferences on offer. Always look forward to Critical Agendas PD’s.

Tim Livy

“It is the first P.L. in a long long time that I haven’t been checking in with my watch.”


Inspirational Speakers –  the knowledge gained will be so beneficial in my classrooms

Libby Fullard.