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Communication with families is imperative and staff are expected to form positive and professional relationships with all. During program time, each and every person that walks into the program must be greeted by a staff member with a smile.
In the event an adult/parent has a concern about the program, the Coordinator must be present for the conversation. It is your responsibility to resolve the situation in a positive manner.
Speak with the adult away from participants and staff. Communicate in a positive, non-accusatory, non-defensive manner.
Provide them the opportunity to share their concern.
If the situation is not resolved, communicate the situation with your supervisor so they can follow up.
Tips for Building Relationships with Families
PREPARE. Before addressing parents, principals, or employees, take a moment to map out your conversation. Keep your main points in mind, so you can control the direction of the conversation.
LAFF. When confronted by a disgruntled customer, remember LAFF - Listen, Apologize, Fix, Follow Up. By listening and apologizing, we can validate concerns and ease tension. Offer solutions and follow up to ensure your solutions resolved the situation.
MAKE FIRST CONTACT. If you know someone will be calling to express a concern, call them first. Being caught off guard by an upset parent puts us at a disadvantage. Prepare your thoughts and call your customer first, to maintain control of the situation and be proactive in your response.
USE TACTFUL PHRASES. When dealing with conflict, use language that is direct, but tactful. Phrases such as, “Help me understand by explaining why you feel that way” and “I’m glad we have a difference of opinion so we can find the best solution” can do a lot to defuse a situation and help you avoid an argument.
GIVE SPECIFICS. Have you ever described a child’s behavior as a “tantrum” or “meltdown”? Oversimplifying the behavior does not describe what actually happened. When giving behavior reports, be specific about the child’s actions and describe the situation without including summative language or implying how someone felt. Specific language creates a more honest, direct conversation and does not mislead the listener.
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