NNCC Handling Complaints and Solving Problems

HANDLING COMPLAINTS AND SOLVING PROBLEMS

Lesia Oesterreich
Family Life Specialist
Human Development and Family Studies
Iowa State University

Copyright/Access Information

Complaints and disagreements with parents are bound to happen every so often. But problems can be solved if the relationship between you and parents is good and communication is open.

IF YOU HAVE A COMPLAINT OR A PROBLEM

Bring it to the attention of the parent at a time when neither of you is tired and when you both have a free moment. If that time never seems to be available, set up an appointment.
Talk in a polite, helpful manner. For instance, if Timmy always seems to be tired, it does not do any good to blame his parents for keeping him up too late. Instead, phrase your comments more positively and ask for the parent's help or advice. "Timmy seems more tired than usual today. Has he had trouble sleeping?"
It will be easier for parents to accept your complaint if they know that you see their child's good points too. And remember to comment sincerely on helpful things the parents do for their child. If you let them know you think they are doing a good job, they may be more open to hearing your suggestions.

WHEN A PARENT COMES TO YOU WITH A COMPLAINT OR DISAGREEMENT

Listen carefully, not just for the words, but for the feelings. Try not to react defensively or in hurt or anger. And never resort to name-calling or blaming. That only makes it more difficult to reach an agreement. Hear parents out. Remember, as your customers, they have a right to complain. Their comments may help you improve the quality of your services.
Once the parent has finished talking, summarize what she has just said so that you can be sure that you understood her concern. Next share your thoughts and feelings about the problem so that the parent can understand your point of view. Together each of you can propose several solutions and try to reach an agreement. Try to be as specific as possible about what you will do to remedy the problem.

IF PROBLEMS CANNOT BE SOLVED

If despite your best efforts things just don't work out, don't blame yourself. It may be the result of a personality clash, differences in beliefs aboutchild-rearing, or unrealistic demands made on you or the child. But this doesn't mean that you're not good for the child-just that you and the client are mismatched. So refer the parent to the child care resource and referral agency, and keep your complaints confidential. Sharing the care of children with parents has more ups than downs. Developing a good working relationship early on often leads to a close personal friendship that may last for years. Parents recognize that their child care provider is a special person who brings skill, professionalism, and love to each family and child that they serve.

SOLVING PROBLEMS

STEP 1 --- STATE THE PROBLEM

Provider: Laura, I noticed that you picked Jon up late every day this week. If you will remember the mutual agreement you signed when Jon began coming here, you agreed to pick him up by 5:30 p.m.

STEP 2 --- LISTEN TO THE PARENT'S EXPLANATION

Mother: I'm sorry, but things have been so crazy at work. They are talking about layoffs, and I'm really trying to put in a little extra effort so that I don't lose my job.

STEP 3 --- CHECK YOUR UNDERSTANDING OF THE PROBLEM BY SUMMARIZING.

Repeat to the parent what she shared with you. Ask more questions if you need clarification.

Provider: I see. So you are putting in extra time because your are worried about you job security? How long do you feel you will have to be staying late like this?

Mother: As long as it takes. It could be a few more weeks or months.

STEP 4 --- SHARE YOUR THOUGHTS AND FEELINGS ABOUT THE PROBLEM.

Provider: I can understand your dilemma. However, I really need to spend time with my family. Also we have evening activities like softball practice and church that we need to get to. When you pick Jon up so late, it really puts a hardship on my family.

STEP 5 --- BRAINSTORM SOME SOLUTIONS.

Provider: Let's try to think of some solutions.

Mother: Well, I guess I could arrange for someone else to pick Jon up. My mother could do it on most evenings, I think.

Provider: You might also hire a teenager to watch Jon for about an hour. There are two teens next door who might be interested in the job. I'd be happy to introduce you.

Mother: What if I brought Jon early- around 6:15 a.m? Would that be as much of an inconvenience for you? I'd be willing to pay extra.

Provider: I would be willing for you to bring Jon early, but it might be hard on him.

STEP 6 --- TRY TO REACH AN AGREEMENT. BE AS SPECIFIC AS POSSIBLE.

Mother: I guess you're right. Mornings are hectic enough already. So I guess we're back to having someone pick him up.

Provider: Why don't you check with your mother tonight and give me a call. If she doesn't feel up to it, then I'll make plans to introduce you to one of the teenagers next door tomorrow afternoon. If that doesn't work out, then we will look at the early morning arrival idea again.

DOCUMENT USE/COPYRIGHT
National Network for Child Care - NNCC. Part of CYFERNET, the National Extension Service Children Youth and Family Educational Research Network. Permission is granted to reproduce these materials in whole or in part for educational purposes only (not for profit beyond the cost of reproduction) provided that the author and Network receive acknowledgment and this notice is included:

Reprinted with permission from the National Network for Child Care - NNCC. (1993) Oesterreich, L. Holt, B.G., Karas, S. "Handling Complaints and Solving Problems" Iowa Family Child Care Handbook. pp.61-63. Iowa State University Extension. Ames, Iowa.

Any additions or changes to these materials must be preapproved by the author .

AVAILABLE FROM::
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Iowa State University
Ames, IA 50011- 3171
Phone: (515) 294-5247
Fax : (515) 294-2945
e-mail : pubdist@iastate.edu

COPYRIGHT PERMISSION ACCESS
Lesia Oesterreich
1086 Lebaron Hall
Iowa State University
Ames, IA 50011
PHONE:: (515) 294-0363
FAX:: (515) 294-5507
E-MAIL:: loesterr@iastate.edu

FORMAT AVAILABLE:: Print -300 pages.
DOCUMENT REVIEW:: Level 2 - State Review
DOCUMENT SIZE:: 9K or 3 pages
ENTRY DATE:: September 1994