Understanding Parents Why do they complain? In groups discuss and list possible complaints made by parents?
The Teacher why such a problem? Time consuming Irritating Initiates a sense conflict Frustrating Danger it becomes personal Stuck in the middle
Key Messages! NEVER feel alone! Always seek help and advice! Choose your BATTLES! No complaint is ever the same! 99.9% of complaints will be resolved!
A parent is complaining, what should you do? In groups discuss and list 5 rules that you feel should be followed when dealing with parental complaints
If I face a complaint what should I do? Listen to the complaint (show interest). Be understanding even if the complaint frustrates you (and it probably will). Keep an open and objective mind. Keep to the facts. DON’T make promises, you may not be able keep to them. GIVE YOURSELF TIME!!!!! Keep communication open at all times. Only ever deal with parents complaining. Never name children.
Complaint Scenarios Scenario One A parent has come to you almost in tears to complain that her son was not picked for the football team on Saturday. She keeps repeating how angry her husband is about this. What do you say and what do you do?
Complaint Scenarios Scenario Two Letter: Michael Gray
Complaint Scenarios Scenario Three A grandparent approaches you on behalf of a parent. You are told that the parent is unable to speak to you as they are angry! You are told that during playtime the previous day their grandchild received a bump to the head. The parent is angry as they had not received a bumped head note. The grandparent believes that the school in breach of safeguarding regulations, duty of care and has inadequate first aid provision. How do you deal with this situation?