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Here, the key problematic issues are as follows:

1. Alice believes she has been cyberbullied

2. An investigation is pending and online posts can be hidden or deleted

3. Alice's mother took it upon herself to mete out consequences

In the case, it is written that "Alice assumed [that the Facebook posts were] referring to her". The possibility that everything was a huge misunderstanding still remains. Nonetheless, cyberbullying is undesirable regardless of the victim's actual identity.

Firefighting:

As there is a pressing need for remediation, I will first have to comfort the traumatised student. Then, I have to communicate sensitively with Alice's mother, knowing that her actions were wrong but with good intentions to protect her child.

Next to solve the case:

As the form teacher, I will have to address individuals as well as the class in order to manage emotions and find out the truth.

Alice needs to show me the exact evidence either through her account or through screenshots. She will have to write a written statement. Then, I will speak individually to each of the students involved and get them to also write their written statement on the provided "yellow form" from the discipline committee. This has to be signed by themselves, and if necessary, their parents. Follow-up / escalation may have to take place with FTSC, Discipline comm or SLs (Level 2 intervention).

It is possible that the truth may never come to light. However, a CCE lesson or FT time should be set aside to conduct a follow-up session with all students of the 4N(A) class to teach them how online behaviors have actual emotional repercussions. This also allows us to be accountable to Alice and her parent(s).

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Get another teacher to help separate the two parties. I will talk to the parent and tell her that  direct confrontation does not help with the situation. She needs to give time to let the school handle the case.

For the traumatised student, I will calm them down and try to find out what has happened. If the students are indeed very traumatised, then perhaps they can be sent to the school counsellor. Their parents should also be informed of the incident and the school will need to assure their parents that the matter will be looked into.

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I would try to calm the mother down, telling her that neither physical nor verbal violence is called for. This is especially true when she is aggravated by verbal violence against her daughter - responding in the same manner that she claims other students have treated her daughter will only escalate things for her daughter. I will advise her to give the school a chance to look into the matter without any further action on her or Alice's part.

I will then speak to the form teacher to find out more about the situation.

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Explain to the mother the effect of her actions and also check if the student is OK.

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Keep calm and pacify both parties. Most importantly, stay calm myself. Stay impartial. If must, call in reinforcements i.e. Discipline master, student counsellor.

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I will speak to the students who were scolded by Alice's mum, to find out their side of the story. I will then speak to Alice, to hear from her as well, as there is a need to determine whether peer-bullying had indeed taken place or if Alice had in the first place misunderstood and assumed that her peers' remarks were aimed at her. I would then speak to Alice's mother, to reassure her that the school is already investigating the matter and I would use this incident as teachable moments for all the students of that class. She should not take it on herself to scold the students, and should trust the school as a neutral party to mediate the matter and help students learn values such as kindness and respect along the way.

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I would first be calm and remain calm throughout (Important when relating to others who are already filled with anger - does not help if two people are). If we are able to remain calm and speak rationally and understand the other person (with active listening), the conversations and relationships would at least improve and some sort of resolve can be reached eventually through compromise and understanding.

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I would initially assure the mother that the school will deal with the matter and that she should let the school deal with the matter.
I would speak to the class about cyber-bullying to teach them the severity of the situation. It might also be necessary to raise this issue to the school counselors.

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I will first calm the mother and bring her to the side, away from the students. I will let her know that the school will deal with the situation. I will persuade her to trust the school in handling the issue.
I will next surface it up to the higher authorities: school guidance committee and year heads.

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I would request for Alice's mum to calm down and allow us to do investigation into the matter. By confronting Alice's classmates who supposedly made the unkind words, the mum might feel as though she is doing justice to her daughter. I would, then, request for Alice's mum to put herself into the shoes of Alice's classmate's parents: should your child be the one who is accosted for bullying a classmate when he/she did not do so, how would you feel?

Hence, I would reemphasise that she should allow the school to investigate the matter from the point of a neutral party. Once the results are out, all affected parties can then act on the matter and resolve any issues if necessary.

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Dillon: I will first calm her mother down and assure her that I will look into the matter and update her again. I will also inform the discipline comm and the year head to find out the next course of action. 

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Dillon: I will first calm her mother down and assure her that I will look into the matter and update her again. I will also inform the discipline comm and the year head to find out the next course of action. 

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I would request firmly but politely for Alice's mum not to speak to the other students directly as it is an invasion of their privacy. Then
I would assure her that the school will address this issue fairly.
I would then speak to the student who was bullied by Alice's mum to calm her down.
Then I would address the students as a class, without giving names, about the issue of cyber bullying, explaining to them the severity of the issue and how it impacts real life relationships.
Then I would inform the HOD about the issue, in the hope that security measures might be increased to prevent such incidences from happening again.

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I will intervene and calm Alice's mum, assuring her that proper investigation will take place. I will let her understand that confronting the bullies directly as Alice's mum will not solve the issue as it may aggravate the problem.

Next, I will talk to the traumatised student to ensure that she is fine and explain to her that it was a natural reaction for Alice's mum to confront the bullies. From there on, I will try to find out more about the bully and start gathering my information for investigation.

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I will ask the mom aside to a private space, and explain to her, how her actions are irresponsible and selfish, and how she has traumatized the other students. And then calm the students down.

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I would get into contact with Alice's mum, reassure her that the school is taking this situation very seriously and will definitely take action if necessary. I will help her understand that it was not helpful for her to speak to the student personally in her anger and ask her to refrain from doing so again.

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It is important for Alice's mum to first calm down. Thereafter, I will reassure her that the matter will be investigated by the school and the students who were involved in the cyberbullying will be reprimanded.

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I will communicate with the mother and assure her that the school will do something about the situation. I will then talk to the bullies who was scolded to understand his/her side of the story.
Then, I would make sure that the students understand what his/her actions could do. Using the mother's action as a learning point, if they truly feel traumatise I would like them to think about how the victim felt when she was bullied.

There could be a few possible ways I can mediate the situation:

1) I would arrange a meet up between the bully and the victim. Have them talk about the issues face to face instead of hiding behind the screen.

2) Alternatively film the victim (only with his/her permission) talking about her experience being cyber bullied. The bullies will have access to a live feed to the session. The bullies would then apologise to the victim face to face out of their own free will after the session.

After the episode concludes, It is possible to hold CCE lessons regarding the issue. I believe that students can learn when they put themselves in the victim's shoes.

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I'll use this as a learning point, to educate the students about cyber bullying. It does not only affect the victim, it may even affect the victim's mesosystem. Then I will bring Alice's mum to the staffroom for a private cool-down session.

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I would ask Alice's mum to calm down first and take her away from the scene.

I would reassure her that the school will fully investigate this matter.

I will speak to the students who were just scolded by Alice's mum to find out what happened. If there is a need to, I'll approach the Principal to inform him of this and see how we can resolve the issue.

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I will give some time for the Alice's mother to cool down, then explain to her that the school will investigate the matter, and we should co-operate in solving this cyberbullying issue together.

I will advise Alice's mother not to interact with the students directly as it may aggravate matters or cause discomfort to other students. After all, Alice's mother will probably not want other parents to scold her own child as well

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First of all, if I were to chance upon the scene where Alice's mother is scolding and traumatizing the student, I would have to talk to her and try to get her to calm down.

Instead of letting her interact with the students directly, I would have to let her talk to the Vice-principal/ Principal/ whoever is available.

After which, I would have to speak with the class directly about the issue of cyberbullying, and ask them to cease and desist.

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I will first reassure the parent that the school will engage all parties to ensure that students have a safe environment to study.

Next, activate an emergency meeting with year head and the parent to talk manage and resolve problem.

I will also talk to the security guard and make sure that parents cannot come into the school without a valid reason.

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I would refer this issue to the discipline committee as the parent must be made aware that she is not allowed to hit an underaged child (or anyone for that matter)

I would also have to address the issue of cyberbullying in class without singling any names.

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I would break up the confrontation, assure the mother that the school will look into it.

Thereafter, speak to every member of the class individually to get the full picture, then act accordingly. If students are found to be guilty as charged, I will hand them over to the level head for punishment/counselling.

Also, I will make use of Class Contact Time to address this issue of cyberbullying. (but make sure that parties involved are anonymous - don't make it personal)

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I will ask the head of year to bring the angry mother to the General Office, while I will bring the child to somewhere that is safe and quiet (away from the angry mother) to calm her down.