Try to remember that these "difficult" parents only want the best for their child; and everyone has different ways of communicating there wishes. We sometimes criticize the parent who drops of their child and vanishes quickly; yet, we are sometimes just as quick to criticize the parent who lingers for more than a few minutes. Here are a few guidelines that will help you to get through those less-than pleasant moments professionally.
First, make a point of being approachable, and LISTEN. Even if you feel you don't have the time, or feel like you are on the hot seat, LISTEN. Avoid making excuses or passing the buck. Simply make eye contact, and listen. Reflect back what you hear so that the parent knows you are listening. Many times, that is all they need. After they have a chance to speak their mind, people often find the problem solved.
Make a special effort to greet these parents enthusiastically. Remember, they care, and may have a lot to offer. It may be time consuming, but in the long run is much more desireable than trying to reach parents who have very little to say. You will be viewed much more positively.
Avoid offering advice unless asked. If you are asked, keep the advice on the level of mere suggestions...try to offer more than one, and back up your suggestions with examples and other important considerations, such as lifestyles and family dynamics.
If something has happened, and you feel you or part of your staff is at fault to any degree, make a point of acknowledging this, apologizing, and communicating what you will do to enusre it does not happen again (upsetting incidents can be anything from an untied shoe to forgotten medication).
Sometimes perceptions are all that matter. You may not have meant to walk away from a parent when they were speaking to you (maybe another baby needed you suddenly, or you had to grab a bottle out of the warmer, etc.), but all that counts is that parent's perception that you did walk away from them.
And finally, as hard as it might be, maintain confidentiality. Try not to join in with other teachers who may talk about parents in a negative light. Set the example.
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