Article Link: http://exchangepress.com/article/how-to-defuse-an-angry-parent/5010834/
"I saw a bite mark on my son's leg last night. Why didn't someone tell me he had been bitten yesterday?"Anger, one of the strongest emotions, can explode with extreme behavior and damaging words. A defensive response is normal when a parent yells about your center's inadequacy. But a different approach will defuse a parent's anger in order to settle a misunderstanding or reach an agreement.
First, listen carefully without interrupting. Even better, listen with eye contact. Your undivided attention tells the parent you take his complaint seriously. He doesn't have to yell louder or be dramatic to get your attention and action.
Second, restate the parent's complaint to be sure you understand what the parent believes about the problem. Did he say: "I'm angry because the teacher didn't prevent the bite?" or "Why didn't someone tell me about the bite?" Perhaps parents of a toddler will understand an occasional bite but will not tolerate an irresponsible teacher who fails to report the incident.
Third, accept the parent's feelings. This doesn't mean you agree with his interpretation of the event or will lay down while he verbally assaults your staff. It does mean ...