How To Deal With Parent Complaints

What is the correct way to empathize with a parent?

• Dismiss their feelings

• Ignore the anger

• Tell them "I understand that you are upset and frustrated..." and ask them to explain the situation

• Tell them "You are wrong to be upset"

• Tell them how YOU feel about the situation

What is the first thing you should do when confronted by an angry parent?

• Run Away

• Stop and take a deep breath

• Explain to the parent that they shouldn't be upset

• Tell the parent to send you an email

• Make them stop talking and listen to your point of view

Which of the following should you NOT do when dealing with upset parents?

• Use a calm and even tone of voice.

• Say, “It is our policy that…”

• Answer a question with a question for clarification.

• Monitor your body language so that you convey a neutral, non-threatening and interested demeanor.

• Say what you can do to help, not what you can’t do.

Anger is a sign of __________.

Which of the following is a reason a parent may come to you upset or frustrated?

• Feels threatened, overwhelmed, embarrassed, and/or frustrated with the “system.”

• Has perhaps had past experiences in which s/he felt ignored or rejected (e.g. in another setting, community, or country) and expects a “replay.”

• Has perhaps learned in other parts of their life, being angry is “the only way” to get what you need.

• Or is stressed or angry about something else that happened earlier in their day (or life).

• All of the above

Why should you use this approach with angry or frustrated parents? Please give at least 3 reasons.