No-one likes being criticised. It can be very difficult to accept the idea that someone doesn't like what you are doing. However, parents' complaints must be taken seriously - we are looking after their children, so they have a very personal interest in our work. As managers and practitioners, how can we best deal with complaints and use them for our benefit?
I've realised that the key to using complaints in a positive way is to try not to take them personally. It's too easy to go on the defensive and think of all the reasons why the person is wrong to make these criticisms. If we become too busy justifying what we are doing right, we can lose the opportunity to reflect and improve on what we may not be doing so well.
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