Article Link: http://exchangepress.com/article/diffusing-conflict-with-parents-a-model-for-communication/5009359/
Mr. Martin entered the center, using his 6'2" frame to its full extent of intimidation, to tell the director that Billy was picking on his son, and he wanted something done about it - immediately. The 5'3" director wisely insisted that they sit down together to discuss his concern. She did this for two reasons. Sitting down equalized their sizes somewhat - she did not want to let him continue to use his size to try to intimidate her. It also indicated the seriousness with which she took his concern.The director used a technique I call reflect, reframe, & review to work toward a resolution that eased this parent's mind. The steps work as follows:
Reflect. It is essential to listen with full attention to the parent as she/he states the concern. Follow-up remarks indicate that the director understands how the parent feels, and that she/he considers the parent's feelings to be valid and important.
For example, Mr. Martin said, "My son says he doesn't want to go to school because Billy hits him and calls him names." Her reflective re-sponse was: "Your son seems genu-inely afraid of Billy." This response ...