1. How to Effectively Communicate with Angry and Emotional Parents
FAPT SUMMER SYMPOSIUM
June 25, 2012
How to Effectively Communicate with Angry and Emotional Parents
Mike Connors, CDPT
Director of Transportation
Brevard District Schools

2. DISCLAIMER This presentation is based on the experiences and opinions of the presenter and does not necessarily represent or reflect the position of the U.S. Department of Education, the Florida Department of Education, the Brevard School District or the highly experienced and knowledgeable group of transportation professionals seated in this room.

3. CAUSES OF PARENT ANGER INCONVENIENCED Early/Late School Bus
Denial of Transportation Service
Actions by a School Bus Driver
Student Discipline
Improper Driving
Words and/or actions to student
Communication with Transportation Staff
INCONVENIENCED

4. LET’S HEAR FROM AN ANGRY PARENT - CATHY

5. IMPORTANCE OF RECONCILIATION IMPORTANCE OF KNOWING ALL
AND
IMPORTANCE OF KNOWING ALL
THE FACTS
Situation 1 – Ms. Nicole “surprise ending”
2. Situation 2 – Mr. Jim “the fact of the matter”

6. SURVIVING ANGRY PARENTS
FACTS:
Anger is a strong emotion of displeasure
The angrier a person gets – the more their ability
to reason diminishes
Angry parents blame some other person or event
Anger causes parents to (1) defend, or to (2)
attack
Angry parent probably only has part of the story

7. SURVIVING ANGRY PARENTS
After an anger episode – the body takes about 20 minutes to return to normal.
Frustration causes anger
Venting reduces frustration
It does not take much to reignite the anger
spark

8. WHAT IS THE PARENTS’ MOTIVATION??
Love and concern for their child
They want what is best for their child
Their child is “Number 1”
They have a passion for their child

9. RESPONDING TO COMMON VERBAL CHALLENGES
“I pay my taxes”
“So you are telling me that………..”
“I am pressing charges or I have obtained an
attorney”
“I will immediately call Channel ____”
“Would you let your child walk to school in this
area?”
“If anything happens to my child, you will be held
responsible”
“Who is your boss and what is his/her number?

10. SUGGESTED ANGRY PARENT
SURVIVAL TECHNIQUE
Screen the initial call if possible for a call back
(secretaries the first line of defense).
When calling back, take notes. They may be
useful in the future.
Be sure your return call is timely.
On first contact project an openness to
help/cooperate.
Listen, then listen some more. It is okay for them
to ask “Are you still there?”

11. SUGGESTED ANGRY PARENT SURVIVAL TECHNIQUES (CONT)
Let them vent
Do not attack back
Find something to agree on
Remain calm
Ask what do you want from me
Express compassion
Do not say “I cannot fire this driver.”
Maintain your self respect
Do not offer a solution until you are sure it is the
right one.

12. SUGGESTED ANGRY PARENT SURVIVAL TECHNIQUES (CONT)
Try to focus on the student, not the angry
parent.
Do not say “we are not going to do that” without
giving the source.
Remember, bus videos can be your strongest
supporter.
Do not take the anger call personally.
Do not accept verbal abuse – warn – warn –
then terminate the call and document.

13. ON THE LIGHTER SIDE
HUMIDITY
BAND INSTRUMENT
UNSAFE BUS STOP

15. Do not take the approach “I’ve got to win this one” RATHER
BOTTOM LINE
Do not take the approach
“I’ve got to win this one”
RATHER
“Let’s just try to break even.”
REMEMBER
“We love this job”

16. “He has exceeded my expectations and done
even better” - Yogi Berra

17. THE END