How To Deal With Parent Complaints
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QUESTION: What's a helpful way to deal with Parent Anger?
- 1.Why should you use this approach with angry or frustrated parents? Please give at least 3 reasons.
- 2.What is the first thing you should do when confronted by an angry parent?
- A.
Run Away
- B.
Stop and take a deep breath
- C.
Explain to the parent that they shouldn't be upset
- D.
Tell the parent to send you an email
- E.
Make them stop talking and listen to your point of view
- 3.What is the correct way to empathize with a parent?
- A.
Dismiss their feelings
- B.
Ignore the anger
- C.
Tell them "I understand that you are upset and frustrated..." and ask them to explain the situation
- D.
Tell them "You are wrong to be upset"
- E.
Tell them how YOU feel about the situation
- 4.
- A.
Feels threatened, overwhelmed, embarrassed, and/or frustrated with the “system.”
- B.
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.”
- C.
Has perhaps learned in other parts of their life, being angry is “the only way” to get what you need.
- D.
Or is stressed or angry about something else that happened earlier in their day (or life).
- E.
All of the above
- 5.Which of the following should you NOT do when dealing with upset parents?
- A.
Use a calm and even tone of voice.
- B.
Say, “It is our policy that…”
- C.
Answer a question with a question for clarification.
- D.
Monitor your body language so that you convey a neutral, non-threatening and interested demeanor.
- E.
Say what you can do to help, not what you can’t do.
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