Schools divide their academic years into various marking periods. Some schools report grades four times a year, they would be considered quarters; while others operate on trimesters; reporting grades three times a year. Regardless of when your school schedules student grades to be reported, be ready for the concerned parent calls that usually accompany this time of year.
The best way to diffuse a potential confrontation, or to calm a stressed parent is to be as professional as possible. Secretaries are the front line when it comes to spontaneous parent contact, so please be thoughtful when answering the phone.
5 Tips for Taking Phone Messages:
- Use a message pad with a carbon copy that stays attached to your message book.
- Get the caller’s full name and as much information as possible (without divulging any information – confidential or otherwise – you may have been privy to). e.g. “Will the principal know what this is in regards to?” (yes, I’m returning his call)
- Once you get more information about the nature of the call, especially if the caller is upset or seems stressed, offer to direct the caller to an available staff member such as the guidance counselor to resolve the situation. Before transferring the call, I would make sure that the counselor or other staff member is available to avoid frustrating the parent caller. It is also best practice to inform the principal of the call and be sure to include what staff member took the call.
- Ask for the BEST number as a call back number – not necessarily the number that is displayed on Caller ID.
- Ask for the BEST time for the principal to return the call; explain that you do not know when the principal will be able to return the call, so if you have a window for the best time it would be helpful. Also ask if the number they are leaving will be the same number should the principal call back at a later time.
Always remember, students are the reason schools open their doors every day. Students, then parents by association, should be regarded as the top priority. Regardless of any emotional displays, schools should strive to meet every interaction with professionalism, and kindness. If a parent is unable to speak to whomever they are trying to contact, then ensuring that the appropriate message is delivered will go a long way to good school-community relations.
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