ADVOCACY ESSENTIALS • MODULE 4

Managing Difficult Conversations

De-escalation techniques, safe scripts for adversarial moments, and next-step planning that keeps your child’s needs central.

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Learning outcomes

  • Recognise escalation signals and apply simple de-escalation steps
  • Use scripts that prioritise facts and reduce emotional charge
  • Plan safely for follow-up and escalation if necessary

De-escalation framework (3 steps)

  1. Pause: slow the conversation — suggest a short break
  2. Refocus: restate the facts and the shared goal (child’s safety/learning)
  3. Plan: agree on a next step and a named follow-up

Safe script for heated meetings

“I can see this is upsetting. Let’s pause for a moment — my aim is to focus on the facts and agree the next step for [child]. I have a one-page summary and two pieces of evidence that show the impact. Can we agree to review that information first?”

Activity — De-escalation roleplay

Practice the 3-step pause/refocus/plan sequence with a friend or support person. Note what phrases helped to change the tone.

If things remain adversarial

Record the date/time and ask for a short, written summary of the discussion. Move to a written complaint or internal review if safety or process concerns persist.

Course Complete

You’ve completed Advocacy Essentials. Use the templates and scripts across the modules to prepare meetings, write clear requests and manage challenging conversations.

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