As an experienced educator, chances are good that you’ve already had to deal with an upset parent. While these situations are never fun, there are some strategies you can use to help ease and resolve the conversation.  

• • Move the conversation to a safe place.  If there are kids around, find someplace private.  If you feel uncomfortable, move to some place a bit more public (but out of earshot of others.) You can say something like, “pardon me for interrupting, but this sounds really important and I’d like to move to a place where I can focus on what you’re saying.”
  • Listen and repeat back what you’ve heard, then ask the parent to confirm that you’ve understood correctly. This strategy helps clear up misunderstandings and will also buy you time before you have to respond. When they stop talking, try saying, “O.K. so what I have heard is….. is this correct?”

• Look for common ground. Keep in mind that the parent is upset simply because they care about their child and want the best for him or her.  At the end of the day, we want what is best for the camper too! Try saying something like, “I totally see where you’re coming from, and as a parent I would want that too.”

• Look for a mutually agreeable resolution.  This can happen in a number of different ways.  You might ask the parent how they would like to see the situation resolved.  Or you can offer a few suggestions of ways to move forward.  You might also say that you’d like to have some more time to speak with your team and to get back to the parent.  Then set expectations for when you will respond.
• Follow through and follow up.  This is very important.  Make sure to follow through with what you said you would do.  Then, take a moment to report-back to the parent (via phone, text, email, or in person) what actions you took.  This shows them that you truly took to heart what they said and that their child is important to you.
• Check-In again.  After the issue is resolved, make a point to check-in with this parent the following day (or a few days later.)  Don’t wait for them to bring another issue to your attention, but rather seek their input and advice.  Again, they will feel valued, and oftentimes this follow up leads to them talking positively about how things have changed at the camp or with their child.
• Debrief. Managing conflict is scary and you don’t have to face it alone.  Talk to an educator colleague, or call the home office.  Collectively, we’ve all had to resolve difficult situations and can lend support, ideas, and encouragement!