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How to Handle Unpleasant Situations
TALKING TO PARENTS ABOUT DIFFICULT SITUATIONS:
- Always start the conversation on a positive note.
- Describe the behavior or situation in a matter-of-fact way.
- Do not label the child with terms such as: aggressive, bully, rowdy, shy, or
selfish. Instead try "Sally hit several children today."
- Tell the parent how you are handling the problem during the day.
- Ask the parent not to punish the child for incidents that occurred at your
home, but try to work on causes, and to respond to problems that occur at
home.
- Keep the parent informed.
RESPONDING TO PARENT COMPLAINTS:
- Listen to the entire complaint without interrupting or defending.
- Try not to react defensively or in anger. Try to communicate in a clear,
level manner.
- Ask for clarification until you understand exactly what the concern is.
- Rephrase the concern in your own words to be sure you completely understand
the problem.
- Express your understanding of the parent's feelings.
- Explain your policy or position on the complaint.
- Try to reach an agreement.
- Maintain confidentiality.
- If the complaints continue and there seems to be no common ground, consider
referring the parent elsewhere.
GOOD COMMUNICATION RULES:
- Always greet the parent and child cheerfully by name.
- Emphasize the positive.
- Never discuss problems with the child in front of the child.
- Know your limits. Be honest about what you can and cannot do.
- Ask open-ended questions.
- Always welcome parental visits.
- Always keep communications absolutely confidential.
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