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1. I would convey to the ladies and Alice's mother sternly that as much as I empathize with Alice's unpleasant experience, this is a school and there are rules in the school to protect the students and staff, as well as certain boundaries that should not be overstepped without prior permission.
2. I would warn them politely that should they refuse to leave/move to the GO, we would have to alert our security guards and call the police if need be.
3. As I make the school's stance clear, I would consciously move in such a way to separate the ladies away from the students by standing in between them. I will also signal other teachers to usher the affected students to the GO and other students back into the classroom to resume their normal lessons.
4. I would also pay attention to the details of what has happened so that I can better brief the P and help in taking steps to resolve the problem.

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If I were the teacher I would explain to them, in measured tones, that reacting with such aggression and violence will not solve the problem, only worsen it. I would tell them that it is not beneficial for them as well because such actions can put them in the wrong, and in the worse case scenario, the parents from 4N2 can choose to press charges. In which case, they would lose out. I would empathize with them as well, saying that I understand their anger, so as to appease them. After they have calmed down, I will arrange a meeting between both parties, in which a punishment deemed appropriate by all parties can be negotiated upon.

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As a teacher, I would first ask them to calm down and tell them that the school is responsible to keep the students safe. Hence, they are not allowed to verbally or physically abused any party within the school compound. I would tell them that our school has put our effort in the investigation. I would also tell them firmly that, if they continue to act violently towards the students and teachers, we would not hesitate to contact the police.

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If I were the teacher or Vice Principal, I will bring Discipline Master and a few teachers to come along with me. I will first step in and stop the commotion between the parents and the students. Next I will bring them to a meeting room and try to calm them down. I will then bring them to the Principal office to settle this issue. If they refuse to cooperate with the school, we will report to the police.

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Looks like the issue has gone from online touting to real life physical violence. As the school principal, I have to protect my teachers. My teachers did nothing wrong when they want to stop the ladies' commotion. They are doing what they should do and so my teachers did nothing wrong. In fact I praise my teachers for their help and bravery in wanting to protect our pupils from physical violence. Now, I would have to tell the ladies and Alice's mother especially, that what they are doing is absolutely unacceptable. The school has to be a safe place for our students to learn and play. What they are doing has amounted to illegal trespassing and I as the guardian of my school, reserve the right to call the police. However, if the ladies are willing to apologise to my teachers and the school I'll not call the police. I absolutely know the reason why Alice's mother resort to such actions and I understand her feelings of wanting to protect her daughter. But I want to reassure her that the school is already looking into this matter and that students who engaged in cyberbullying will be identified and follow up with disciplinary actions. I would also want to tell Alice's mother that, what she is doing now is definitely not helping her daughter but instead isolate her even more other students while making her daughter a laughing stock among students populations. The school is doing all it can to resolve the issue, punish the students who engaged in cyberbullying and protecting her duaghter from more harm. The school will have to quicken our pace of investigations and resolve the matter as soon as possible to prevent the school, our students, Alice's mother and Alice from more harm.

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As the principal, I will issue the ladies a stern warning that violence of any form against anyone will not be tolerated within the school compound, and that both students and teachers deserve respect from each other and everyone else. I will also warn the ladies that the next time such an incident happens, I will call on the police to protect the safety of students and staff.

That being said, I will then separately brief the ladies on the proper channel for airing their grievances, and lead them to understand that their actions are interfering with the school's mission of educating their children. I will then hear their concerns (or motivation for getting involved) and if necessary/ appropriate, I will call in the Discipline Master to report on the progress of the investigation. Following that, I will seek common ground with the ladies, explaining that it is in the best interest of the school's mission as well to ensure that bullying does not take place, and that we are actively pursuing the matter.

After inviting the ladies to leave and patiently wait for further news, I will then have the form teacher address the affected class on this issue. I will also address the issue during morning assembly the next day, making clear the school's stand on bullying (be it by parents or by students). The CCE team will then follow up on the issue of bullying by designing appropriate lessons.

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Since the ladies turned violent, I must first step in and put a safe distance between the ladies and the teacher. At the same time, it must be made known to the ladies that violence towards any of the school staff is not acceptable and if they were to continue with violent behaviours, police will be called in to intervene.

Once the ladies calmed down and cooperate, they will be invited to an office for a private meeting. The discipline committee and school leaders will reassure the ladies once again that the school is doing our best to investigate the matter and to appeal for them to be more patient and not take the matters into their own hands.

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As the Vice Principal, I will talk to each group separately. I will first tell the ladies firmly that not being parents, they are not supposed to enter the school. I will assure them that I understand they are concerned for Alice and her mother, but they should not take things into their own hands like this. I will tell them that they also should not have conducted themselves in that manner to teenagers, and have traumatised students and teachers as well. I will then get security guards to escort them out of the school. If matters escalate, I will inform them  that the school will contact the police.

I will simultaneously get other management staff to comfort the teachers who were implicated here, and mobilise the form teacher and other related teachers to console the other students.

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As the school leader, I would try to separately interview the ladies involved in this conflict in order to find out their motivations for being involved and addressing their emotions or concerns separately. I would try to do this by getting my staff to sit down individually with the the ladies in different rooms, on the pretext that talking all at once in one room is not a good idea because of the heightened tension.

If they refuse, I would focus on Alice's mother, because she is the ringleader. I would be firm and ask her to ask the rest of the ladies to leave. I would let her know that her behaviour will affect her daughter because there are bound to be unpleasant rumors if she and her friends continue exacerbating the situation. It is Alice who ultimately suffers, not her mother and not her mother's friends.

I will also need to speak to the teachers who were involved. I need to ensure that they know I can manage the situation. If any of them are traumatized, they need to be comforted. I will need to work closely with Alice's form teacher to ensure that the negative impact of this incident on Alice is minimized.

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As the VP I would personally intervene at this point by gathering all the parties involved (the group of ladies, the students involved, witnessing teachers involved) and get the discipline committee to take down statements of what transpired. I will need to ensure that in the fracas no harm or laws were infringed that will require police intervention.

Once all the statements are issued, I will have to speak to each group with my discipline master to calm them down, listen to their grievances and remind them of the consequences of irresponsible, hooligan like behaviour. Once the various groups have calmed down, I will get all the parties involved in the meeting room with my discipline committee present to mediate an agreed solution between the parties. Once a solution is agreed upon and the matter is put to rest, I will get an agreement from the main parties involved not to reignite the issue again.

When the situation has died down, the principal or myself will have to address the school during assembly about the din that took place in the school. No names will be mentioned but the school's stand not to allow conflict or bullying of any kind will be reiterated. Follow-up action such as conflict resolution and emotional management can be conducted in CCE lessons.

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In the office, the ladies will be told that their actions are already against the law and that it is not acceptable. However, this will not be done as we value students' parents as valuable partners. The rest of the irrelevant parties however will need to be reported to the police.

The school will offer to update the mother on a weekly basis on the case, with promise that the cyber bullies will be brought to justice.

The mother will also be counseled on why HER own behaviour will also negatively affect Alice's position and well being  in the school (e.g how will she face the rest of her schoolmates in the future? How would the rest of the school view her? )

Assuming that the mother then accepts and gets the message, this incident will be raised at a staff meeting and teachers instructed how to react especially should external parties catch wind of the incident.

The class who has witnessed the scene will also be counseled and reassured that the school is in the midst of handling the situation and that the school takes their safety and well being seriously.

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If I were the teacher/vice principal, I would first ask both parties to calm down as the situation had gone out of hand and turned violent. I must note that my request, though framed with positive wordings, must also be firm so that they will be more willing to listen. After the parties involved calm down, I will ask them to share their views and thoughts on this issue, as well as to uncover the "truth" of the whole incident.

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As the school's Vice Principal, my priority would be to ensure that everyone, staff, students and parents alike are physically safe and free from harm and danger. I will brook no argument on this and make it explicit that I do not condone any such actions from parents. I will directly intervene and defuse the situation by exerting my authority as a school leader. Should the parents not co-operate and if they continue to be violent, I would have to involve the security guards in escorting the parents into a function room away from the teachers and students.

I will address the teachers and ensure that I have allayed their fears and panic. They should be tasked to keep mum about this so it remains a private and confidential issue only amongst those involved. Any gossip should not be allowed to spread, and as the VP I would have to communicate the issues and steps for resolution clearly to the staff at a more appropriate time and place.

Once the parents have calmed down I will speak to them to see how we can move past this issue and resolve the case. Conflict management would involve investigation, discussion, remediation and even approbation.

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As a school leader I will make it explicitly clear that physical harassment of our staff is in no way acceptable and will not be condoned. At this point, I will ensure that the staff members are okay, and separately instruct that the police be called down, to make sure that the physical safety of our staff and students is not compromised.

Once the group of ladies is brought into the room for mediation, it is important to remain calm and composed and not to engage in talk that can excite emotions or heighten aggression. I would ask the ladies to then explain their point of view. Separately I would instruct for the communications team to update staff members with a brief confidential email on what is happening, so the entire team is on the same page.

I will explain to the ladies that the students - no matter how rude or aggressive - are mere kids, and cannot be as forward-sighted or as mature in thinking as a fully-fledged adult. I believe this is the root of the conflict - the ladies are treating the kids as their equals. Hence Alice's mother's manner of engagement cannot bring forth any beneficial outcome. I will also make a concerted effort to listen carefully to and address all of the misgivings raised by the parent, but be sure to maintain a firm stand on verbal/online attacks against students regardless of whether these happen in a physical or online space.

At this point the students who have been verbally attacked will need emotional support, so I would send their form teacher and a counsellor to help address the issue.

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1) I would make it clear to the ladies that violence is not allowed within our school grounds and reiterate that if they become violent, we will call security/the police. Then, I would proceed to calm them down by sharing our plans and preliminary finds in the investigation, that only when they stop escalating the situation further can we grab hold of it and investigate thoroughly without adding more confusion. I will make promises to update Alice's mother every single day and if she likes, we will isolate Alice from her class or let her take leave for a few days to ensure her safety. They will be escorted out of school.
2) I would also get my form teacher to contact the parents of the class to take care of the safety of their children these few days lest the gang of ladies strike outside school. This will be coupled with a brief explanation of the situation.
3) Mass email will be sent to staff to inform them of this incident and our school's stance.
3) Investigations would be sped up and more security measures taken to safeguard our students and teachers.

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I would first bring the ladies to the Principal's office and inform the school discipline team to be down for another meeting with the 4N2 students.

I will inform the ladies that 1) entering the school without permission is considered trespassing and the school has the right to bring in the police to settle the meeting; 2) there should be no violence in the school. They are setting a negative example to our students. Also, we have the right to protect our students from all threats and violence, so we have the right again to call the police to settle the matter. However, that will be the worst case scenario, so we hope that they will understand and work with us.

I will then tell them we get to the matter by end of the week and invite Alice's Mother again to explain the solution. She cannot enter the school to seek for the students, for we will have to call the police. We will also explain that by doing so, she is actually inflicting more harm on Alice.

On the other hand, the discipline committee will advise the students involved and tell them not to escalate the situation. The students are warned not to get involved with the ladies outside school, for police will be called in. They are supposed to approach the school for help if they encounter more threats from the ladies. A separate lesson on cyber-bullying will be taught in the future.

I will also approach the security guards and OMs to work on tightening the security of the school.

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Now that the situation has been uplifted to conflict management between parent and teacher, I think it is important to notify the principle about the entire situation. It is important to first calm the ladies down, and ensure to them that this situation will be taken care of by the school. If the group of ladies continue to be vulgar or even violent in the principle's office, the police should be informed.