Page 72 - 2018 Summer Employee Handbook

PARENTAL COMMUNICATION
If a call to the parent is necessary for any reason (discipline, injury, etc.,) professional communication is important. Here are some guidelines to make that contact go smoothly.
Greeting – Always ask for Mr. or Mrs. (correct last name) - look it up on the roster as it may be different from the child’s last name.
Introduce yourself – This is (your name) from Clinton Township Recreation Day Camp.
Be specific – I am calling you because. . . .
 If it is a discipline issue offer involvement – I would like your help/suggestions on the best way to deal with this
concern. Let them answer – don’t interrupt. Research their concerns – If they mention a circumstance you were unaware of (he says that Susie punches him every day) offer to check that out. Indicate the infractions and the consequences; refer to the behavior contract that they signed.
 If it is an injury issue offer details- He ran into the wall and has a small red lump on his forehead. His pupils are equal, he is not complaining of a headache.
Make a plan of action together –
 If a discipline issue – We really want to insure that your child stays in our program and has a great experience. We
appreciate you discussing acceptable behavior with him - that will be a great help. We will encourage him when he is doing well and keep a close eye on Susie to be sure he is not being provoked unfairly. If there are any further problems please call us immediately.
 If an injury – We have put a cold pack on the lump and have him sitting out from all activity now. We will call you if his condition changes and will let him participate in the next activity as you have requested.
The Friendly Close – Thank you so much for your time and assistance.
Special Hints:
1. Don’t call when angry – your voice and tone are as important as your words – be composed.
2. Focus on the child - Remember that each call is being made in the best interests of the child. Make that your focus.
Do not mention how stressed the staff is or how the other children are being impacted. The focus and concern of this parent is on their child. “The main reason for my call is to ensure that “Little Betty” will have a more positive experience at camp.”
3. Be direct – The parent needs to know why you are calling – don’t start with compliments about the child and then bring up a discipline issue. Don’t talk about the weather, ask how their day is going – people are busy and concerned about why you called – tell them.
4. Don’t assume – Don’t infer that there might be something “wrong” at home, with the child or with the family. Children act out and make mistakes because they are children; there doesn’t have to be a deep, dark underlying issue – don’t look for one.
5. See it through – At the end of the conversation be sure to come to an agreement with the parents on the plan of action.
6. Thank the parents for their time – They may have been in the middle of something at work or at home. Your call is unexpected and is probably not great news. Thank them for the time and help. Do not imply that this call is a huge imposition for you – it is a reasonable part of your job.
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