Comment pouvez-vous gérer efficacement les parents difficiles en tant que directeur d’école ?

My 2 cents: 1. Parenting is not easy, with many struggles, stress and temptations. The new generation is struggling due to the perilous times we live in. Thus we need to empathise with them. 2. Understand their perspective and expectations. 3. Schools need to educate not only the students but their parents too. Parenting is a 24 × 7 responsibility and everyone is not good at it. We need to be patient with them. 4. Don't be aggressive or defensive. No arguments. Be calm and respectful. 5. Communicate effectively and maintain absolute transparency and clarity on the rules/ regulations and policies of the school. 6. Be a Servant Leader and a GIVER who believes in serving people. Love NEVER EVER fails. 7. Listen more, speak less.

Allow them to advocate for their child/ren and accept that they will be emotional and subjective. Listen and really hear what they are telling you, don't judge or assume. Allow, accept and acknowledge their perspective. Offer support where appropriate and work in partnership where possible. Be as transparent and honest as you can about situations, admitting mistakes where appropriate and redirecting or reframing when needed. Above all else remember there is a child at the centre of everything and your duty of care and professional responsibility is to work with all stakeholders to enable the holistic wellbeing and education of that young person.

What many teachers and leaders don't consider is that parents have their own 'school traumas' as well. In my experience, young people who have had difficulties with school have often had parents who have experienced the same thing. This breeds distrust, fear and anger towards the school, which is seen as 'the enemy.' The most important message that you must make sure the parents receive from you is: We are on the same team. You both want what is best for their child and must work TOGETHER to achieve that desired outcome. Gently walk parents through the processes, listen to their concerns and remove any barriers that hinder the child's success. If you do that well, chances are you will make progress.

More than anything difficult parents are most difficult when they feel disrespected and unheard. Parents want the best for their children and many will rush to defend them whenever they feel under attack or uncomfortable, which is completely understandable. The key to communication is developing a relationship with open and frequent communication that lowers the parent’s defenses. Using supportive language is also important so that parents feel that resolution is desired not just punishment.

Handling challenging parents as a school principal is not that easy at most times but I believe that staying calm, practicing active listening, and fostering trust through transparent communication helps a lot to encourage collaborative problem-solving and ensure consistency in decision-making. Approach each interaction with empathy and a commitment to a positive school environment.

90% of parent issues that escalate to the principal's office are from parents feeling no-one is listening and so they assume no-one cares about their most beloved aspect of their life - their child. Apply 80-20 rule, listen 80%, talk 20%. Ears and body language open, and mouth zipped at first. Let the parent speak, then ask solution-focused questions. Be respectful and empathise, summarise key issues. Articulate next steps and do what you say you'll do.

I would turn this argument on its head. Firstly you won’t have difficult parents if the communication is transparent and regular. What tends to happen is that parents are contacted for the first time when a negative behaviour occurs from their child. Immediately your back is against the wall. My advice would be to have a standardised system where all parents are aware of their child’s attainment and behaviour in school. This can be done in several ways including the school platform where parents can access at home or on their phones via the app and / or a weekly newsletter. But remember these 4 but pivotal guidance points: - communication - transparency - regularity - empathy

One thing I've found helpful with difficult parents is to simply listen. Working in international schools means that many parents work hard to invest in their child's education and that is often accompanied with a high amount of expectation which quite often doesn't meet reality. Listening to parents allows them an opportunity to be heard (regardless of the issue) and provides you as the educator with all of the information to respond and manage expectations appropriately. Parents need reassurance and supporting just as much as students, and *most* of the time, difficult parents can be brought back to reason with a sensitive ear. By being a mirror we can reflect back to parents the reality of the situation and clarify our position.

My four key rules: How will you achieve this? - Be honest with yourself and the other person - Create value - Stick to the facts - Show empathy The facts are vital. If you deal in facts, they cannot be denied!

Sometimes people get so focused on their perspective and what they are thinking, right or wrong, that's it's hard to diffuse escalating anger or one-sided thinking. I like to use "If I understand you correctly ..." and restate what they said in a different way. Often, this will give people pause when they hear back what they've said or are expecting.

I think the issue is better framed as “How do you build relationships with parents who have different expectations and culture norms than you?” The reference to “handling” does presume a “right and wrong” perspective and a very transactional approach. Building a learning-centred relationship often helps to set clear boundaries of the communication and expectations of mutual respect and open-to-learn conversations. Face-to-face conversations take time and effort but are usually the most effective way to achieve a successful connection.

Before accepting a child into school, the parents should be made to go through the school policies and the rules and regulations to avoid issues in the future. This will help in setting boundaries. Other than helping in setting boundaries, it will guide the parents' behaviours and actions.

As a School principal, understand that handling difficult parents can be challenging and stressful. It's important to remember that these situations can be emotionally charged, and it's natural to feel overwhelmed. I encourage you to approach each interaction with empathy and understanding, while setting clear boundaries and expectations. Communicate school policies and expectations with kindness and respect, ensuring parents are aware of the standards for behaviour and communication. Remember that cooperation within these established parameters is essential for the benefit of the students and the school community. Approach difficult situations with empathy and understanding, you can create a positive and supportive environment for all.

The parents need to understand boundaries when it comes to their wards education. They need to know that the school has a part to play in preparing their child's future. These boundaries need to be communicated clearly with the parents even before admitting the child and must be consistently made clear whenever the parents put up an attitude.

It's important to support your teachers and staff. Make sure that you communicate to parents that disrespect towards school staff is not acceptable. It's beneficial for schools to have a set of core values that guide interactions between students, staff, administration, and parents. Share these publicly and reference them often. The culture will build upon itself and make challenging situations easier over time.

As pastoral coordinator, I believe it is essential other staff members are involved depending on the issue. So for example, the head of the school and the head of secondary can be involved, as well as other staff members involved in the issue. Meeting up to discuss the meeting the day beforehand is essential, so everyone is on the same page and they have an understanding of the situation and the reason why the parents, or staff, are asking for a meeting. Also, in international education, some parents do have a lot of influence e.g. wealthy or political families. If you believe that parents will try to abuse their power, it is essential you stick together as a team, stand by your principals and do not let them intimidate staff.

I'm not an 'expert' in this area, but I have been *that* parent, and the first thing I would say is I was not 'difficult'. My daughter started to refuse school a year ago - her mental health declined, she wasn't eating, sleeping, and personal care was out of the window. Yet if she was forced to go into school, she would appear 'fine'. She was compliant and didn't cause problems - yet she would explode at home. Our family life was turned upside-down and it affected everyone in our home. I wasn't being 'difficult', I was in need. My daughter was in need. My plea would be to listen and believe what the parents are saying, use empathy and understanding. And don't tell them to go on parenting courses!

In my experience, parents are pivotal stakeholders in the success of continuous improvement and achieving institutional vision and mission. Without parents’ involvement, schools cannot genuinely reflect the needs of this critical stakeholder for a quality education and service to their children. In effective schools, parents play an active role in various school committees, review of the school improvement plan and self evaluation, and providing feedback and review of curriculum adaptations. Parents are also teachers of their own children and their knowledge and expertise, which should not be underestimated, can be harnessed to supplement the efforts of school teachers. Schools and parents working together ensures the wellbeing of all.

Many years ago I worked with a collague from a major academics state. Excellent - High academic achievement! Parent's meeting participation / IEP school meetings were closely montored by financial social services institutions. $$$$$$$$$ speaks !!!!!!

As the school management, it is first important to clarify whether the class teacher/subject teacher has also been contacted by the parents/guardians in advance. As part of open communication, all those involved should also be given the opportunity to work on solving the problem. This strengthens the necessary trust within the school system, but it is also important for external communication to deal with problems in a transparent manner. From the perspective of the school management, the first step is to identify the real problem and then involve those involved.

For me, the key is listening to parents - letting them express their fears, their concerns, their dreams for their children. Too often we try to address a particular issue without seeing the bigger picture, without hearing the emotions involved. Many times, parents have just needed to tell us what they are worried about, and feel reassured we have heard them.

There is always room for growth and reflection. Part of managing difficult parents is the skills around de-escalating, but a team must also reflect. Hence, provide your team a space and place for that reflection. What points were valid that the parent might of made? And if they were unreasonable—what coaching does your team need to help the parent cool down in order to be able to hear a different perspective?

There should be proper communication between parents and teachers. Then the involvement of principal won’t come. Communication is the key!

Keep asking them questions and find out about their perspective. One can learn a lot from consulting other people who are not experts in the field. Such insight creates wisdom and often once gained, it can act as a propeller in handling difficult situations with other concerned parents…

Once a decision has been made regarding a situation, follow up with the parent. This shows that you care about their child and family as individuals, and it also gives them a chance to voice their opinions on the decision made. Be open to change or suggestions they make.

There is no such thing as a difficult parent. Rather, there are different parents with differing needs. The perception of a difficult parent is vey subjective and likely having to do with some educators discomfort to be challenged. Educators need to remember that parents have their own children’s best interest and have a right to question and seek convincing answers. At the same time, educators need to respond based on verifiable data and best practice to achieve parental understanding and positive rapport. Pursuing an open line of communications with parents and respecting their knowledge and experience, and above all according them the respect they deserve are the best options to work with parents whom we perceive as difficult.

Understand that the parent is not the problem. The parent is in fact an underserved customer who has entrusted your school with their most precious of things. They may unhappy, yes. Ask yourself why. Beyond that, it’s important to remember that everyone is a product of their journey. The way they behave is not just shaped by the context of the moment but also by their life experiences, which may have included a very negative personal experience of their own education.

As parents have many expectations with the school most of the time they come up with grievances. For an easy solution listen to them carefully and make them understand the process ,rules ,regulations of the controlling agencies and how nicely the students are doing the things then only the principal can elaborate the schools part to connect parents emotionally

One thing I have found helpful is to build relationships before uncomfortable conversations need to happen. When the majority of your communications focus on building community and celebrating the wins of the school community it makes it easier for all stakeholders to accept difficult truths from school leaders.

I’d like to challenge the label “Difficult Parents.” Do we refer to our children that way? Our colleagues? Our leaders? Language matters. It informs dynamics, sets culture, directs mindset. In no other sector is anyone referred to in this way, so why parents? I became That Parent as a result of systemic and systematic failures by the systems that should’ve been there to offer information, advice, support, understanding, compassion, care. Institutional harms and the need to survive & protect my child from further decline necessitated Difficult Conversations. #AskWhy #ProfessionalCuriosity #EthicalLeadership #FliptheNarrative THINK is your view: Thoughtful? Helpful? Inclusive & Informed? Necessary? Kind? Choose Another Way #SquarePegs

Parents/Caregivers don't necessarily need to be handled. Mostly they need to be assured that you are willing to listen to them and to consider their input. Caregivers want to understand how things work in their student's classrooms and across campus. Having consistent school-wide expectations and demonstrating examples of those can ease defensiveness, and give each of you a common focal point to head toward. Ultimately, caregivers (and students) need to feel safe in their communication with you. To that end, holding high and realistic boundaries around communication and outcomes, and following through with agreements will often create a path toward grace, understanding and creative problem solving that you can travel on, together.

I agree language is important, using the word ‘difficult’ moves our mindset to one of judgement. Just like when we handle students that are struggling we need to be curious - why? Why now? What’s going on for them. In my experience these parents just want to be seen, heard and understood. Meeting them face to face and listening is key. However, understanding how other people’s behaviour can trigger our nervous systems to shift into a state of fight or flight is important as is the concept of limbic leakage. This is why I believe educators need to understand nervous systems, theirs and other people’s so that they can self-regulate - co-regulate- deescalate and empower parents and students to do this too. It takes a village!

I believe there are no inherently "difficult" parents. Every parent deserves undivided attention. Listen to their concerns, empathize, and work together on solutions. Be proactive, and follow up to ensure satisfaction with the solution you offered. Remember, every interaction is a chance to build trust and improve the educational experience of children.

Secure their buy-in as important stakeholders in the process of wanting the best outcomes for *their* ward. Once that happens, one doesn't have to work solo anymore.