RESOURCES: Know How - The best way to cope with difficult parents

1. Flouting the rules, missing appointments, not being there to pick up the kids, sending them unprepared or ill-equipped, launching official complaints without first checking the facts, gossiping about other parents ... there are many ways to breach boundaries and subvert acceptable behaviour. It can seem parents have thought of most of them. To respond you need fast thinking, patience and diplomacy. Communication is important, since friction is often caused by misunderstanding. So encourage opportunities to talk and listen. Do not act before you have heard the full story.

2. The most upsetting parents are the angry and aggressive ones. Verbal abuse can be as violent as an actual assault. Try not to show you are upset and don't lose your temper. But make it clear you are a professional, not a punchbag. You do not have to endure threats and abuse. Say so and simply leave, or refuse to discuss anything until the parent calms down. Look after yourself. After any incident take time to debrief with colleagues for mutual support.