| Pay Attention |
Deal with all complaints respectfully and attentively. |
| Document |
Document each complaint. Record the time and date of the concern, and take factual notes. File your documentation. |
| Listen |
Practise active listening. Rephrase what you’ve heard to verify
understanding. Ask for further clarification if needed.
Identify any underlying issues. |
| Investigate |
Get all the facts from the complainant.
Check out the facts with all parties involved before responding. |
| Consult |
Review facts, political management issues, and possible outcomes
with relevant parties (e.g. superintendent, OPC, an experienced
colleague). |
| Respond |
Ideally, you should respond within one business day. Indicate that
you will investigate. Arrange a specific time to report progress.
Don’t make hasty promises or decisions on the spot that you cannot
keep.
Respect the ownership of the issue. For example, when parents
refer a classroom concern to you, attempt to refer the issue to the
teacher for resolution. |
| Avoid |
Don’t defend the indefensible, make excuses or justify inappropriate
behaviour.
Do not use inappropriate language, even if the complainant does.
You may have to agree to disagree, but remain polite, professional
and calm.
If the complainant becomes abusive and does not respond to your
appeal for reason, discontinue the conversation. Consult immediately
with the supervisory officer. |