Nursery conflict resolution with parents who may be challenging policy

At The University of Dundee Nursery Ltd we believe that we have a strong partnership with our parents and an open-door policy to discuss any matters arising.

In the unlikely event that a parent starts to act in an aggressive or abusive way at the nursery, our policy is to:

• Direct the parent away from the children and into a private area such as the office (where appropriate).
• Ensure that a second member of staff is in attendance, where possible, whilst continuing to ensure the safe supervision of the children.
• Act in a calm and professional way, ask the parent to calm down and make it clear that we do not tolerate aggressive or abusive language or behaviour.
• Contact the police if the behaviour escalates
• Once the parent calms down, the member of staff will then listen to their concerns and respond appropriately.
• An incident form will be completed detailing the time, reason and action taken.
• Management/Nursery Director will provide any support and reassurance that staff may need following the experience, and seek further support where necessary.
• Management will also signpost parents to further support where applicable.
• Staff will protect the privacy of the children in our care and ensure that information regarding the incident is kept confidentially.

Document information