What is a difﬁcult person? • Someone who has a bad attitude. • Someone who is never wrong. • Someone who doesn’t listen. • Someone who acts childish. • Someone who does not share your point of view or the organization’s point of view.
Assist them quickly and efﬁciently. • If you receive a message, make sure you call back as soon as possible. • Make sure your secretary knows how you want to handle situations. • Be proactive. Be the ﬁrst story home. • Call before they hear the issue from the student or other faculty.
Smile.•A smile can often diffuse any serious situation.• Be friendly and personable to show them that you are always concerned.• Pretend not to hear any insults.• Make them know they will get a smile and pleasant demeanor from you every time.
Listen without interrupting. • Many times the person is just venting. • Venting helps dissipate the anger. • If you interrupt, many times they will start all over again. • This allows you to take a non- adversarial stance.
Never take a complaint personally. • In many cases, a person is upset about a policy or procedure. • Always let the person know that your goal is to help every child succeed. • If a person is angry over something you are responsible for, try to explain what happened.
Difﬁcult people case studies.We’re leaving! •A parent stops in and says he wants to pull his son out of your school because he doesn’t feel his son is getting a good education. He says his son never has homework and has never been asked to write an essay in his English class. How do you handle the parent?It’s all in the ratings! •A parent calls you as says that she is not happy that your school did not earn a “Recognized” rating like you did last year. She wants to know if your teachers are incompetent or if you feel your students just can’t perform well. What do you say?Lewd and lascivious •You have a very well liked volunteer who comes by your school twice a week. One of your front ofﬁce staff tells you that lately the volunteer has been making sexually oriented comments to them but only when no one else is in the ofﬁce. How do you handle this situation?
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