In the Childcare industry, we run off two things: the employees and the parents. Communication is an effective tool to create the positive parent experience, which in turn brings you income and possibly referrals. We all have those days when an issue may arrive with a parent.
When a problem arises, you need to look for the following:
1. Listen to the Complaint- When there is an issue at your center, the first step is to make sure you fully listen to the parent without any argument or interruptions. Your number one priority to listening at this stage. Once the problem is heard, you can tell them that you understand their frustration and if you can do some research and talk with either the end of the day or the next time you see them. This gives them a sense of priority and comfort that the issue is going to be addressed and they will hear the answer soon.
2. Understand the Reason Behind the Issue- Depending on what the complaint was about, talk with the staff that were present, is there a policy about the issues, and really understand the parents parent point of view.
3. Finding the Solution- Based on what you found out, you need to come up with a solution to solve the problem. Do you need to change your policy at the center? Do you need to change a classroom? Move a Teacher? Whatever the issue, make sure there is a solution. If there is a policy in place but the parent it unaware of-Make sure its aware and that the teacher is following it. Maybe they have not been following it and it caught the parent off guard.
4. Communicate with the Parent- The very next time they come into the center, make sure you have an update or the solution. Make sure you watch to make sure you catch them instead of being busy or trying to avoid them. You may not like confrontations and may be afraid to. But you have to make sure that you are communicating with them or they will leave your center. If you are needing to change a policy, make sure you tell them and get that new policy in writing.
Effective Communication with Parents are essential to the operations of your childcare center. It will create a positive parent-teacher interaction, positive environment, and stress-free interaction with the director.
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