Childminders’ Focus April

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By Allison Lee — childminder, author and tutor

Allison Lee advises on how to deal with complaints; how to settle a child into your setting; and suggests some fun ‘Traditional stories’ activities for the home

Expert advice

Dealing with complaints

There may be times, despite how many hours you devote to your business or how many training courses you go on, when you receive a complaint from a parent. It is never easy to accept criticism, however, listen to what the parent has to say and, if you feel that they have a valid point, learn from what they are telling you.

If you feel that a parent is being unreasonable, explain why you feel this way in a calm and professional manner. Never resort to raising your voice or being rude, even if the parent is doing so. It is important to remember that working parents may be busy, tired or simply feeling guilty for leaving their child, and sometimes the stress that they are experiencing at the end of a long day is released when they reach your setting. In these cases, bite your tongue, remain polite and refrain from passing judgement. If, however, parents have a legitimate cause for complaint, it is essential that you are prepared to solve the matter as amicably and as quickly as possible.