Responding calmly to upset parents

Jessica Cabeen, a contributor for Edutopia, writes: “In working with children and families, we’ll all encounter what I call ‘ouch moments’ — a phone message with a parent’s complaint about an interaction gone wrong, for example, or a social post taken out of context. The ouch can take the form of an email in 60-point font, bold, capitalized, and underlined; or a post on social media painting you or your school in a less-than-positive light.”  READ MORE

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