Importance of Communication

Effective communication is paramount while on-site at programs, fostering a collaborative and supportive environment. Clear and open communication between staff and participants promotes engagement, understanding, and a sense of belonging, enriching the overall program experience. Additionally, maintaining transparent communication channels between staff and parents ensures trust, transparency, and the efficient exchange of important information regarding participant well-being and program logistics. Internal communication among staff members facilitates coordination, teamwork, and the timely resolution of any issues that may arise.

Non-Verbal Communication

Body Language

- Body language is important to the way others read you. Since body language is a natural, unconscious language that broadcasts your true feelings and intentions, people will likely listen to your nonverbal message over what you say.
- Frequently crossing your arms can put others on the defensive and make it look as if you are closing yourself off to communication. If you do not know what to do with your hands, try pressing your fingers against each other in front of your chest. Children and adults are more likely to be receptive to your ideas if you have body language that is open to them.
- Some examples of good body language include: smiling, not crossing your arms or putting your hands in your pockets, making eye contact, and standing up straight.

Eye Contact

- Eye contact is extremely important during communication and conversation. Sometimes, our eyes and body language speak even more than words. Keeping eye contact with the person you are talking to shows that you are actively listening and paying attention.

Smile

- A smile communicates a sort of friendliness and openness and it attracts others to you. Smiling often speaks louder than words and is contagious! 😊

NOTE: DO NOT SIT DOWN WHILE YOU ARE ON-SITE unless your participants are sitting down.

Body Language Speaks Louder Than Words ⚾️🔊

Verbal Communication

Tone of Voice

- Always use a positive tone of voice and never yell- keep your cool!
- Be aware of how others can perceive your message. Remember, it is not just what you say, it is how you say it.

Greetings

- Remember to say, "Hello" and "Good Bye" to the participants every day.
- Greet children by name; this shows them that you care about each of them personally.

Word Choice

- Be deliberate about the words you use with the kids. By asking instead of telling and by explaining why it is important, you can help them understand the rules better without them feeling bossed around.
- Be cautious when joking or using sarcasm as others can perceive you as being offensive. Do not fight sarcasm with sarcasm.
- Always communicate sensitive information to others in private.

Appropriate Conversations

Professionalism is Expected

Staff are to be respectful, responsible, ethical, and team-oriented, and to possess strong communication, interpersonal, and problem-solving skills. Wrap these skills up all together and you’ve got professionalism.

Staff is expected to conduct appropriate conversations and use appropriate language at all times. Any conversations including profanity, sex, drugs, alcohol, political or religious views, gambling, class, racial or cultural degradation, relationships, violence or other potentially offensive themes will not be tolerated. This includes words such as retarded, gay, lame, sucks, crap, stupid, and any racial slur.

Gossip between staff is not to the benefit of the program. This includes venting frustrations or concerns with coworkers in person or on social media. If coworkers are having a problem, they need to address it outside of program hours and work towards a resolution. If a resolution cannot be reached, report the problem to a supervisor. In extreme cases, staff may be reassigned.

Sharing staff or program issues with participants is detrimental to the overall success of the program and will not be tolerated.

Dealing with Issues Between Coworkers

When appropriate, let us help you directly solve the issue with the person.

Communicating with Families

Effective communication with families about their child is paramount in our approach. It's essential because children often share their experiences from their own perspective, which may not always capture the full picture. Therefore, it's crucial for us as adults to directly relay information to ensure accuracy and transparency. By maintaining open channels of communication between adults, we can provide a comprehensive understanding of the child's progress and experiences, fostering trust and collaboration between the coach and the family.

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.

Directors should update guardians at pick-up each day on how their child did in the program- some examples include the good, the bad, injuries, a great play, a sportsmanship moment, etc.
Overcommunicate with parents- especially if you suspect a participant might cause issues in the future. Honor that parents may communicate more defensively when discussing their child. It is best to approach conversations with a compliment sandwich (something good - areas needed to improve- finish with a positive)
In the event an adult/parent has a concern about the program, staff must involve the site director in the conversation.
Under no circumstance is staff allowed to provide letters, make written or verbal statements on behalf of a parent, or give copies of reports to participants, parents, or guardians. Any request for such materials must be made at the District office.

How to best talk with parents for teachers, social workers and counselors

Dealing with "Shocking" Questions

A youth sports staff plays a pivotal role not only in teaching skills and strategies but also in shaping young athletes' values and character. When faced with controversial questions from participants, such as those related to race, gender, or politics, the staff must navigate these discussions with sensitivity and respect. By fostering open dialogue and providing thoughtful guidance, coaches can help young athletes develop critical thinking skills and empathy. Additionally, coaches must keep their own controversial views to themselves to maintain a safe and inclusive environment where all players feel valued and supported. This ensures that the focus remains on sportsmanship, teamwork, and personal growth, rather than divisive issues that may detract from the overall experience.

Conversation Chaos Training.mp4

Dealing with Complaints and Conflict Management

Human beings are complicated and can be difficult- it's a natural part of life! Review the tools below to help navigate conflict when it inevitably arises.

Although we strive to be excellent communicators and organized, sometimes things will happen that are out of your control causing someone to complain, no matter what you do and how great your program is. Regardless of the type or validity of the complaint, you should always listen. Most of the time, that is all the complainer is looking for.

Here are some examples, along with resolutions, of the top five complaints in youth sports. If you can eliminate these types of complaints, it will resolve 95% of any issues you may have throughout a season.

Playing Time: Have mandatory play rules and track playing time.
Issues with Coach: Have a code of conduct. Educate, train, communicate and monitor your coaches.
Fairness/Balance of the Teams: Put the effort needed in evaluating players and forming your teams. If parents still complain about losing, you have back up to at least show them the process was fair and on paper they have the same skill level as every other team.
“I didn’t know:” Communicate, communicate, communicate. Don’t give them a reason to blame you for missing the information you sent out or posted multiple times.
Calls During the Game: Train, educate, monitor and evaluate your referees. Open a line of communication and meet before every game day to improve consistency week-to-week. Educating parents and coaches helps here as well because they have a better understanding of the rules and won’t misinterpret a correct call as a bad call because they didn’t know the rules.

When a complaint does come in, here are some tips to handle a complaint effectively, resolve it, and move forward.

Move Away from the Kids: The first thing you should always do if something comes up at the game is get the conversation away from the kids. Whether it is an unruly adult directed at you or two adults arguing, you need to remove yourself from the playing area to deal with it. In these scenarios the kids are the mature ones and the adults causing the confrontation are the immature ones. The last thing you want is the kids to have to see this and emulate it.

Be Responsive and Listen: Regardless of getting the complaint in person, on a game day, or through email or phone call, it is imperative you are responsive to that person. Listen to what they have to say and if it involves some investigating, get back to them within 48 hours with a resolution. Most of the time they just want someone to listen to what they have to say.

Taking the Complaint: Here are a few things you can do when the complaint comes in, whether it is in person, over the phone or even through email.

Actively listen.
Ask supporting questions if more information is needed for resolution.
Apologize sincerely.
Find out what they want from the complaint and verify the resolution.
Document the complaint using the proper forms and notify a supervisor if needed.
Resolve the complaint.
Thank them.

Use the CARP Method if a participant becomes unruly

Control the situation.
Acknowledge the dilemma.
Refocus the conversation.
Problem-solve.

Conflict Resolution: An unfortunate trend in youth sports is conflict among parents, coaches and referees. It is almost always the adults who are causing issues and rarely your young athletes. Here are some more tips to display great customer service while resolving a conflict.

Be calm and try to calm down the person.
Be friendly.
Be respectful.
Listen.
Be responsive.
Be positive.
Clearly communicate.
Listen to both sides.
Say thank you.
Keep high standards.
Find a resolution.

A conflict management tip to keep peace of mind!

"Forgiveness is for anyone that needs safe passage through my mind." - Buddy Wakefield.

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