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