Returning dreaded phone call to the negative parent calls

First: Try to find out what issue the phone call is regarding.
Second: Gather any information, files, and notes that you can so that you are prepared with the information you need.
Third: Make the phone call when you are relatively stress-free and have time to listen to the parent.
Fourth: Take notes and make verbal comments to indicate that you are listening. Paraphrase and clarify as necessary.
Fifth: If you cannot resolve the issue within fifteen minutes, let the parent know that you will need to do some further investigation and call them back.

If you have difficulties with a perpetually needy or complaining parent, or one who talks for a long time, return a phone call before your next instructional time begins. Let the parent know that it was important for you to return their call but that you have to get to the next class and you only have a few minutes to hear their concerns. This way you will encourage them to keep their issues "short and sweet". If they do not get it all out during this time, suggest another time to talk (also helps you to get more support or information as necessary).