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Angry parent in head of year job

Discussion in 'Senior Leadership Team' started by sarahmccarthy86, Jul 2, 2012.

  1. What's the best way to deal with an angry parent, as a teacher or in a head of year job? Please help! Thank you very much :) xx
     
  2. What's the best way to deal with an angry parent, as a teacher or in a head of year job? Please help! Thank you very much :) xx
     
  3. Calmly and politely... then pass them on to someone higher up!
     
  4. bnm

    bnm

    Pre number 1 ensure you are in a safe place i.e. others in the vicinity in case it gets nasty
    1. Listen-don't talk-let them get everything off their chest
    2. Eventually, re-cap the key thing(s) they are angry about. Don't react or try to defend at this point. You are there to listen and try to understand their point of view even if you don't agree with it.
    3. Tell them you will look into it/them or pass on if beyond your sphere of influence
    4. Ask them what they would like the outcome to be
    5. Tell them you will be in touch in a couple of days
    6. When they have gone write down everything if you (or someone else) haven't managed to do this at the time
    7. Investigate or pass on as appropriate
    8. Get back in touch with the parent to inform them of the outcome of your investigation. Depending on the outcome of your investigation, take appropriate action or not. I
     

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