Diffusing an elevated or explosive situation with parents

1. Allow the parent to be accompanied by a person who will act as a second set of ears. Someone who will to the offer support to the parent.
2. Put yourself in the parent's shoes. Try to understand the nature of the parent's concerns. Be practical and supportive. Set egos to the side.
3. Find a common ground with the parent. Keeping the child's best interest in mind at all times.
4. Listen, listen, and listen. Do what you need to understand; paraphrase, clarify, suspend judgment, allow time to process.
5. Be aware of your body language. Remember 50% of communication is nonverbal.
6. Be aware of your tone, volume and cadence. Avoid sarcasm or anything that could be construed as derogatory.
7. Watch the parent's body language. Look for signs of confusion, anxiety, fear, sadness, or escalating behaviors. Know when to end a meeting.

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