Dealing with Angry Patrons

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• Dealing with Angry Patrons

ISBA 10 Minute Training Exercise
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Scenario

• It is 630 p.m. on a Wednesday evening. You are
  just about to sit down for dinner with your
  family when the phone rings. On the line is a
  very upset patron wanting to visit with you right
  now about a specific issue. Of course, before
  they will let you go, they want an immediate
  solution at this very moment.
• What should you do?

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Discussion

• Take a few minutes to discuss among yourselves
  what appropriate action you can take to help this
  patron and resolve the issue.

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Recommendations

• Do NOT promise the patron that you will take care
  of the situation.
• Remember, only the Board can take action.
  Individual trustees have no power or authority.
• Bear in mind that by listening to a complaint
  your impartiality may be compromised.
• Follow the chain of command.
• Refer the patron back to the individual closest
  to the situation. (Teacher, Principal, or
  Superintendent)
• Be a good listener.
• Sometimes just listening is all that a patron
  wants. They want to express their concerns and
  know that you care.

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• Write down the concerns from patrons.
• Keep a log of who calls, when, and what their
  issues are. If they are expressing an opinion
  on an issue that may come before the board, this
  information may be necessary.
• Try not to get emotional or defensive.
• Stay calm and level headed. You have the
  responsibility to control the tenor of the
  conversation.
• Use your district policies to support your
  understanding of the issues. Refer the patron to
  the policy manual.
• Keep in mind your board code of conduct.
• Do NOT breach the rules of confidentiality.
• Follow-up with the patron as quickly as possible
  to make sure district policies are working.
• If you have to call the patron back try to do so
  within 24-hours.

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Thank You

• Thank you for your participation in the ISBA 10
  minute training exercise.
• If you have further questions, please feel free
  to call.
• ISBA is here to serve you.
• Idaho School Boards Association
• [phone]
• Toll Free [phone]