In this episode, former Metropolitan Police hostage and crisis negotiator Nicky Perfect shares strategies to help school leaders deal with difficult everyday situations by improving communication with pupils, parents and colleagues when emotions are running high.

Using lessons learned confronting the extremes of human behaviour, Nicky talks about what to say – and what not to say, explains the importance of a ‘really good listen’ and shares powerful tools that can help you communicate better, defuse conflict and negotiate effectively. Hear her in conversation with NAHT assistant general secretary James Bowen.

Nicky will be a keynote speaker at this year’s Inspiring Leadership Conference, which takes place on 12 and 13 June in Birmingham. She is one of a line-up that includes naturalist Chris Packham and Olympic gold medallist Ben Hunt-Davis, who will all be there to share their stories and strategies with school leaders. Find out more.