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For the most part, teachers will handle conflict situations professionally and will be able to work out solutions that all parties can live with. There always will be, however, a few conflicts that end up on the principal’s desk.
When issues find their way to the principal’s office, you should contact the superintendent to let he/she know that there is an issue that poses a potential problem. It is not advisable to have your immediate supervisor surprised or blind-sided by an issue.
Next, try to buy some time. Take time to visit with all parties so that you can get a true picture of what the issues and perspectives are. Take time to reflect regarding the options available. Take time to check policy. Finally, take time to check your gut feeling.
Time helps to diffuse the angry call or angry parent who comes into the office. There are very few choice words of wisdom that can solve a problem that was not solved between parent and staff member. Try to listen, probe for better understanding, and clarify the issue. Do not take these calls personally. Do not get defensive. This will open the door for a lose-lose resolution or stalemate.
If appropriate, offer to mediate a solution in a meeting with both the teacher and the parent. If the parent does not want to meet with the teacher again, tell the parent you would like to investigate, discuss the issue with the teacher and/or administrative team, and then follow up with the parent either in person or via phone call.
If the issue does not involve a staff member but rather an issue related to student behavior or program, try to listen and then promise to look into the matter. Let the parent know what your constraints are related to policy, budget, master contract, precedent, or other. Promise them, however, that you will try your best to help resolve the issue. |
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