Good Sample Video Of Techniques To Use By Teachers To Defuse An Angry Parent
One problem with learning defusing techniques from a book like Building Bridges Between Home And School: The Educator's/Teacher's Guide To Dealing With Emotional And Upset Parent is that you have to imagine the non-verbals, tone of voice and intonations of defusing tactics.
This short four minute video is a role play of a teacher defusing an moderately upset parent. It's a pretty accurate portrayal of how an upset parent actually behaves, so I like it a lot. While the upset person is at the low end in terms of emotional intensity, and isn't insulting or abusive, it's worth watching. The one thing that would have been really nice is to have the techniques summarized somewhere, since it may not be obvious what the teacher is doing effectively in the video.
If you have comments or other suggestions to help other teachers, please leave them below.