Example 4: Schedule Change Confusiom

Situation:

A parent is upset because a special activity didn’t happen as expected.

Staff Response

“I understand why that would be disappointing. Let me check what caused the change and get back to you.”

STEP 1: Receive the Concern

Who: Teacher or Front Desk Staff

• Listen calmly and thank the parent for raising the concern.

• Do not guess or explain before verifying details.

• Do not dismiss partial naps or rest periods.

What to Say

“Thank you for bringing this up.

Staff Must NOT

• Say “the app is wrong”

• Blame the system or another staff member

• Minimize the concern by saying “it was only a short nap”

STEP 2: Verify Classroom Information

Who: Lead Teacher or Administrator

• Confirm:

  • The reason of the schedule change

  • Identify whether documentation reflects:

STEP 3: Director Follow-Up With Family

Who: Director or Assistant Director

• Contact the family within the same business day whenever possible.

• Clarify what occurred.

• Reassure the family that reporting accuracy matters.

What to Say

“Thank you for your patience.. We’re going to make sure we inform you in advance of schedule changes.

Director Follow-Up

“The activity was moved due to staffing coverage, but we should have communicated that more clearly. Thank you for your feedback.”

Why this works:

• Owns the communication gap

• Reinforces transparency

• Strengthens trust