Vous faites face à un parent en colère lors d’un événement scolaire. Comment pouvez-vous désamorcer la situation et rétablir la paix ?

People want to be heard. You, as the person dealing with the situation, should attune to what the person is saying (truly listen), validate the individual and their feelings, and then find common ground between you and the person.

An example I have witnessed first hand is a colleague listened intently. Gathered concerns and facts of the angry parents. Asked to let us look into to finding possible solutions, and asked for 24 hrs to act. Often times common ground was found. Sometimes it was not.

We must take the time and allow the parent to be heard while utilizing a person centered approach that will reinforce to the parent they are being heard and their feelings validated.

I would recommend finding a quiet space away from any school events to have a conversation with the parents. It is crucial to listen to their perspective and address their concerns in a timely manner. Additionally, providing any additional support that may be necessary to resolve this issue would be greatly appreciated.

When dealing with angry parents, it is essential to recognize that their frustration stems from a place of love for their child. During such interactions, being mindful of when to speak is crucial. By actively listening and ensuring that the parent feels heard and understood, they are more likely to be receptive to your perspective. While it may be challenging to restrain the urge to defend oneself or explain your perspective, listening to the parent's vents and stories can provide valuable insights into the child, their family dynamics, and how to enhance the teaching and learning process. This approach fosters a collaborative relationship with parents and contributes to the overall success of the student's educational experience.

Unless we remain calm we will just end up in a power struggle where both sides become defensive in their approach. When people enter defense mode their executive functioning in the front of the brain is hindered and therefore, nothing meaningful will get accomplished.

Maintaining composure is essential when dealing with an upset parent. Keep your voice even and your body language neutral. Avoid defensive gestures like crossing your arms or frowning, as these can escalate the situation. By staying calm, you act as a stabilizing force, encouraging the parent to mirror your demeanor. This approach doesn't minimize their concerns but shows your commitment to resolving the issue constructively. Staying calm helps to de-escalate tension, fosters a productive dialogue, and demonstrates your professionalism and empathy in handling difficult situations.

One thing to try: low, slow, and quiet. Lower your pitch, talking speed and loudness by just a little. It will help you stay focused on what parents say and what they mean.

Ser direto e objetivo nos atendimentos é crucial, pois demonstra segurança e estabilidade, frisando as possibilidades sobre a demanda solicitada. Caso a solicitação vá contra as normas e o regimento interno da instituição, é imprescindível apresentar com clareza o que poderá ser feito, e o que também não poderá. É importante validar o pedido, mas não deixar em aberto possibilidades que você sabe que não acontecerão, por outro lado, em situações mais complexas, é válido intermediar e avaliar a situação, informando que acompanhará com zelo e apresentará possibilidades e soluções para o pedido.

As school leaders are dealing with parents from different backgrounds and mentalities, they should prepare themselves to deal with angry parents. Some of the procedures to follow 1. Stay calm 2. Take him/her into an administration office 3. Defuse the issue by listening to his/her complain 4. Don't try interrupt while listening unless it is necessary