The best route to a happy, successful workforce is to cultivate a school filled with people of integrity, who are committed to the same values and vision, which will go a long way to avoiding potential complaints, misunderstandings and allegations.
Nevertheless, even in the best schools and with the most effective leaders, people make some terrible choices, requiring headteachers and senior leaders to clear up the mess. When troubles arise, there are some key principles worth bearing in mind…
DON’T GO IT ALONE
First, seek the advice of those paid to know what to do in the relevant situation. If it’s a safeguarding concern, contact the LA’s designated officer, do what they say and stick to it. In other matters, follow the advice you receive from your LA or academy trust. I further made it a rule to tell my chair of governors everything, before anyone else had the chance. You might also consider discussing things with your union.
KNOW THE RULES
If the matter is presented as a complaint, make sure you know your school’s complaints policy thoroughly and have a clear view of what needs to be done at each stage. If some other policy, procedure or protocol arises when seeking expert advice, follow it to the letter.
MAINTAIN A DISTANCE
Creating a professional distance between you and those for whom you’re responsible is vital. There’s nothing more awkward than needing to have a difficult conversation with someone you were having dinner with at the weekend, or whose Facebook page you were posting to last evening. With professional distance comes clear boundaries, and senior leaders need to decide where these boundaries lie. I opted not to ‘friend’ colleagues on social media and wouldn’t talk much about my family or private life – it made those few difficult conversations I had to have far easier.
STICK TO THE FACTS
When one colleague has raised a genuine complaint against the other, don’t let feelings dominate the conversation. Find out what’s been going on and ask those involved to be as specific as they can. Emotions may be running high, but you must focus on the facts and get both sides of the story.
FOCUS ON SOLUTIONS
To help defuse situations, I ask at the start of any meeting, ‘What’s your best hope for what will happen as a result of this meeting?’ It seems like an obvious question, but people will often arrive with a hurt or anger that must first be calmed. That simple question can focus people on the solution, rather than the problem.
AIM FOR A WIN-WIN
Except in cases of clear professional misconduct, I always aim for both parties in the dispute to leave the room with a harmonious working relationship still intact and the values of the school fully upheld. Solutions where justice is done, dignity is upheld and high expectations are reinforced benefit everyone – not least the pupils in our care.
Bruce Waeland is a former headteacher, a trained Ofsted inspector and educational consultant; for more information visit bdweducation.com or follow @HTBruce
