Managing Crises and Complaints: Using Feedback to Improve Reputation

Christine Bayliss
Education consultant in project management, governance and communications

Webinar

48 min

Rated 5 stars

(18)

This webinar will provide you with expert advice and guidance on using data from stakeholder feedback and unforeseen events to drive improvement as part of a continuous cycle, enhancing provision and, ultimately, reputation.
CPD Certified
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For: Leaders, governors and trustees

Aim: This webinar will provide you with expert advice and guidance on using data from stakeholder feedback and unforeseen events to drive improvement as part of a continuous cycle, enhancing provision and, ultimately, reputation.

Rationale: Commercial organisations use customer feedback to effectively identify and address development areas, which, in turn, can improve their reputation - a practice which can also be applied in education settings. A strong reputation impacts allocation of school places and teacher recruitment, and underpins long-term financial stability, excellent classroom teaching and outstanding pupil achievement.

Outcome 1:

Understanding the continuous improvement cycle of ‘Plan, Do, Check and Act’, and how this can be used to drive improvement and enhance reputation

Outcome 2:

Appreciating the importance of establishing a culture in your education setting which embraces critical feedback as a learning opportunity

Outcome 3:

Recognising how to effectively respond to unexpected events by putting in place reactive systems to address them and proactive systems to collect feedback

Outcome 4:

Understanding how to use the complaints process to collect data which can be used to inform continuous improvement

Outcome 5:

Appreciating the value of two-way conversations in gathering meaningful information and in-depth insight

Christine Bayliss

Christine Bayliss is an experienced education consultant with a background as a successful civil servant in the Department for Education. 

Christine has a successful track record in delivering high-quality and successful bids for Free School Projects across the country. She has project managed the preopening phase for free schools in Kent and Suffolk building on her knowledge working as Head of Free School Delivery for the Southeast and South London Regional Director. She also project-managed the closure of the UTC at Newhaven working with the principal to ensure that the final cohort of students left with the best ever exam results. 

Christine also undertakes interim posts most recently as CEO of a single academy trust in Brixton. She took on this role just as the Trust was issued with a financial notice to improve. She successfully steered the trust to join a reputable multi-academy trust while at the same time restoring the health of financial accountability and governance of the academy.

Christine also assists schools and academy trusts with communications, stakeholder engagement and marketing advice. Together with a colleague she wrote and presented training material for the communications and reputation management element of the National Professional Qualification for Executive Leaders.

See more from Christine Bayliss
It is very important that most schools focuses on the protecting of their school reputation
Kamuzu Academy
I knew how much important in continuous improvement cycle like identify, plan, execute and review. We have to build good organizational culture surround us. Evaluate and gather more data for making implement change.
Brainworks Thingangyun
The webiner is clear on how a school becomes open to complains and makes it a culture to welcome positive criticism.
Trust Leader - Braeside Lavington School
The information from the course is useful basic and fundamental facts and information to use in daily life.
Brainworks Thingangyun
The seminar covered a wide range of relevant issues, regardless of prior knowledge, could benefit from the sessions.
Teacher - Westlake International School
it is easy to understand
GEMS Al Khaleej International School
very good topic
Other - Al Khor International School (AKIS)
very related to real life situation - superb!
Malvern College Hong Kong
An impressive training on how to manage crisis and complaints, and how to enhance school reputation
Malvern College Hong Kong
Easy to understand due to great examples
Nonteaching - Huxlow Academy, NN9 5TY - Tove learning Trust, NN9 5TY
It will give support to our work
GEMS Winchester School, Jebel Ali
It was good platform for learning and developing self in order to support our task at work.
GEMS Winchester School, Jebel Ali
Good course, informative.
Other - Nishkam High School
brilliant and informative course
Nonteaching - Nishkam High School
i can improve my knowledge how to handle complaints in my school
Sekolah Lentera Indonesia
lots of real life advice and examples
Nonteaching - BISS Gausel STI
Great webinar, the author has a really engaging manner of presentation which helps to better understand and be involved in the topic
Haileybury Almaty
Very informative webinar.
Governor - Rampton Primary School