How To Deal With Parent Complaints

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

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

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

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.