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.