Students make complaints to resolve issues. During the complaint process, there can be circumstances or triggers that cause students to feel frustrated, distressed, or unheard. This can result in escalating behaviour, and navigating these situations can be challenging.

Our webinar explains the drivers and dynamics of behaviour in student complaints, explores what de-escalation is and how to spot early signs. Industry expert Shiv Martin shares practical tools to create a better environment for conversation, establish healthy boundaries and maintain procedural fairness.

By exploring principles of engagement, the webinar highlights practical de-escalation and communication skills to re-engage students in complaint processes.

Presenters

• Shiv Martin, Founder and Principal Consultant of Shiv Martin Consulting - (External link)
• April Vocale, member of NSO’s Education Advisory Group

Facilitator

• Sarah Bendall, First Assistant Ombudsman, NSO

Further resources

• De-escalation skills in student complaint handling - Presentation slides (Externally supplied)
• De-escalation skills in student complaint handling- Presentation Transcript (PDF)