Your primary objective as an instructor is to ensure that all children and youth participants have safe, meaningful and impactful STEM learning experiences. Oftentimes things like excitement, behaviour challenges, and conflict may arise...despite your best efforts and preparedness. This is normal! 

An important strategy when communicating with Parents, and with camp/club participants is called 'De-escalating'. 

Read the following article, watch the video, and complete the scenario reflection questions.

To extend your knowledge on Communicating with Parents, check out the article below.

In your Workbook, or personal notebook work through the following scenarios.

Following the ‘How to Win Over Angry and Complaining Parents” Video, use the scenarios below to consider how you might respond. Apply the “thank you, because I’m sorry, let’s work together” approach to the following scenarios.

Scenario #1: 

The parent who . . . wants to tell you how to teach. Your camper's mother has planned to meet with you in the afternoon, but she has given you no indication of what she wants to talk about. Your camper is doing very well with the activities and socially, so you don't have a clue as to the topic. At the end of the day, Mom enters the room, sits down, and begins to tell you that she feels you need to present your lessons in a different way, that your curriculum could be improved and that as an instructor you are not engaged enough with the campers.

Thank you…  

Because I’m sorry…

Let’s work together…

Scenario #2: 

The parent who . . . always brings her kids late. One of your students is consistently brought late to camp. Not only do they miss the morning routine, but usually at least 20 minutes of instruction. When they finally arrive, the routine is interrupted by the parent's apology and excuses, and you must take time away from the other campers to help the child get their day started. You realize the parent is having a difficult time at home.

Thank you…  

Because I’m sorry…

Let’s work together…

Scenario #3:

The parent who . . . wants to talk daily about their child’s social acceptance within the group. It happens every morning like clockwork. The campers have already come into the room, the beginning of camp is just a couple of minutes away, and... there they are at your door. They are uneasy and insistent on talking to you: "This will only take a second" — but of course, it never does. They are always worried about how their child is doing within the group and whether or not they have engaged any new friends. Always the professional, you give them your attention. By the third day, however, you begin to resent the daily intrusion and realize you have a problem on your hands.

Thank you…  

Because I’m sorry…

Let’s work together…

Scenario #4:

The parent who . . . is frustrated with parking. While dropping their child off for summer camp, the parent stays a little too long and is required to pay for parking. Upset that they have had to pay for camp and parking the parent comes to the sign in desk visibly frustrated and upset. As the person at the sign in desk you receive most of their frustration. 

Thank you…  

Because I’m sorry…

Let’s work together…