The Master Teacher Blog

We want students to be recognized and reinforced when they do a good job. We want them to feel good about what they have accomplished. We also want them to be motivated to replicate their success with future challenges and in other circumstances. Achieving this goal requires more than general praise and positive words. 

Students need to feel they own their successes. They must see their accomplishments as more than luck or good fortune. The more students understand how their actions led to their success, the better able they will be able to apply effective strategies and the more confidence they likely will have when approaching new challenges.

Consequently, the words and approaches we select must convey a multi-level message beyond, “Good job.” What we choose to say needs to reveal key elements that are within the student’s control and offer enough clarity and specificity for them to reflect, learn, and act on what they hear.

Here are eight ways we can send the message that what the student did was good, how they can own their behavior, and how they can use what they have done to do even better in the future:

• Choose a context that is comfortable for the student. Some students thrive when their efforts and accomplishments are shared in front of an audience. Other students will feel embarrassed to have others witness our feedback and prefer to receive praise privately. Tailoring our approach to the student can make a significant difference in how they will respond and use what we offer.
• Focus on the student, not your feelings. After the student talks about what they did, how they feel, and what it means, we can follow-up with expressions of pride and delight. However, the focus needs to be on the student, not on how it makes us feel.
• Highlight what the student did, not their ability or talent. Effort, persistence, flexibility, creativity, and other behaviors are within the control of the student. They can be replicated and built on. Talent, ability, and giftedness may be nice to have, but students are likely to see them as inherent qualities over which they have little control and may not be present when facing the next task or challenge.
• Be specific. Point out the behavior or behaviors that led to the achievement. Highlighting strategies, persistence, and good use of resources helps students to know what they can do next time to achieve similar results.
• Be timely. Praise and other forms of feedback that make a difference need to be shared as soon after a student engages in a behavior, completes a task, overcomes a challenge, or achieves success. The longer we wait to share our observations, the less students will recall about what they did and the less likely our message will lead to repetition of the behavior.
• Point out evidence of progress. Noting signs of emerging skills, improving habits, and better processes can give students information on areas they can reflect on and focus. Seeing evidence of progress also can be a powerful motivator to keep going.
• Link effort to outcome. Students do not always see how what they did led to the outcome they achieved. Our pointing out key connections and providing examples from their work can help students to see that they were responsible for what they achieved. The connection between effort and outcome can be a powerful motivator for future behavior.
• Connect performance to purpose. The connection might be to an established goal, benefit to the student or others, or the classroom environment. Understanding that their work matters and makes a difference can give students strong encouragement to do more.

Praise and other forms of positive feedback can be powerful motivators. However, students need to see how their behavior led to their improvement or success. They need to feel ownership for the outcomes they achieve. And they need to hear it from us.

Last week was Teacher Appreciation Week, which often features special events, thank-you activities, notes written by students, and sometimes even parent expressions of gratitude. These gestures are important and can be meaningful ways to convey appreciation. It is good, after all, to have your work and contributions recognized.

However, the most meaningful expressions of appreciation often come from another source: our colleagues. The people we work with every day understand the stresses and strains of teaching better than others who may observe or benefit from our efforts. Appreciation from a colleague comes from a place of camaraderie, insight, and shared experience.

Now that Teacher Appreciation Week has passed, consider taking time to share your appreciation for the people you work with each day. Maybe that’s someone who helps you to be successful or who makes your days a little easier or brighter. It might be someone who makes important contributions to the shared work of the staff or who goes the extra mile to support students. Or maybe it’s someone who just needs to be appreciated and encouraged.

Honoring, recognizing, and appreciating colleagues does not have to be expensive or time consuming, and doing so can send powerful messages of respect and value. Equally important, these messages are made more meaningful coming from someone who truly understands the demands and challenges that define life as an educator.

Want some ideas? Here are a dozen appreciation-sharing ideas to stimulate your thinking. Not every idea is appropriate for every colleague, so think about what your colleagues will appreciate and find meaningful.

1. Share your smile. Smiles are powerful expressions, and multiple research studies have shown that smiles are actually contagious. Having someone smile and make eye contact with us signals recognition and respect. A friendly smile during a challenging day can be a powerful spirit lifter.
2. Ask how a colleague is doing and really listen. Too often, people inquire about others without real interest and then fail to listen to their response. Slowing down, asking sincerely, and listening carefully can send an authentic message about our caring and appreciation that person.
3. Invite a colleague to spend quality time together. Choosing to spend quality time with someone—whether at a campus activity or social event or just to visit—can send a powerful message of caring and appreciation about them as individuals.
4. Offer a sincere and specific compliment. Of course, the most direct way to share appreciation is to tell someone we appreciate them and why. Want more impact? Studies have shown that when we include enough detail to extend our message for as little as twenty seconds, it becomes even more powerful and memorable.
5. Write a note of appreciation. Handwritten communication is increasingly rare in today’s technology-dominated world. Sharing appreciation in writing not only demonstrates an investment of time and effort, but the note can also become an important keepsake or bulletin-board reminder for its recipient. They may refer back to it during times of doubt or insecurity. At the very least, it will have made them feel seen and valued.
6. Bring them a treat. Coffee, tea, a baked good, their favorite snack—thinking of someone as we pick up a beverage and/or treat and gifting them a boost of energy can be a great way to show appreciation and show that we pay attention to their likes and dislikes. It can also be a timely opportunity to start the day by checking in with a valued and respected colleague. Very few people are made unhappier by being given a treat!
7. Share a useful tip, helpful strategy, or needed resource. When we find an approach or strategy that works well, choosing to share it can communicate connection. Saving someone time or helping them to secure a needed resource can be a great way to show appreciation.
8. Volunteer to lighten a load. Offering to cover a duty assignment or class (where possible and appropriate, of course) and give a colleague a break can send a significant message of understanding and appreciation. You might be a significant member of a teacher’s support system or “village.” Offering to make additional copies or help set up for an activity can lighten a load at just the right time.
9. Ask to visit and learn from a class or activity. Share that you admire your colleague’s practice and want to learn from them. Of course, some teachers may be reluctant to have a colleague observe them, but even if they decline, your message will still likely be appreciated.
10. Give a public shout-out. Consider finding an opportunity at a staff or team meeting to publicly recognize and compliment a colleague. Not everyone appreciates public recognition, though, so if you are not certain of how the colleague might react, consider sharing your intent and ask for their approval. If they aren’t comfortable with the spotlight, then perhaps the following approach would be more appropriate.
11. Compliment a colleague to their principal or supervisor. Informing supervisors about a colleague's contributions and achievements shows appreciation and encourages them to recognize the deserving colleague too. Depending on your relationship with the colleague, you might let them know what you shared. Doing so can double the appreciation they feel.
12. Write an anonymous note to a colleague on behalf of the team or staff describing the difference they make. Again, highlighting what specifically the person does that makes a difference can provide an important lift. Coming from an anonymous source can make the message even more memorable and mysterious.

Though Teacher Appreciation Week has passed, these ideas and our support for each other are no less important or appreciated throughout the school year. In fact, these are actions that we can adopt as behaviors and turn them into habits.

Every year, we schedule a variety of annual check-ups to maintain optimal health. We see a doctor to review our physical health. We make appointments with a dentist to check our oral health. We may schedule an appointment with the optometrist to evaluate our vision and eye health, and many people even see a dermatologist once a year for a skin check. We also schedule check-ups for other nonorganic but important systems on which we depend, like inspections and service appointments for our vehicles or appointments for technicians to check our home heating and cooling systems. The list could go on.

The point is that we need to take care of the systems and processes in our lives that can have an important impact on our health, comfort, and success. We want to prevent problems from developing where we can and identify the emergence of potentially serious problems before they become disruptive, expensive, or even dangerous.

With this responsibility in mind, there is another activity that deserves an annual check-up and should be added to our list. Even if our hearing itself is good, we may need to give attention to whether we are truly listening at an optimal level. Are we listening clearly and completely? Or are we developing behaviors that may lead us to miss important information, misinterpret intended messages, or even stifle open communication? Like other important processes, our listening skills can deteriorate over time, and we can find ourselves developing inefficient, ineffective listening habits.

It is customary for annual check-ups to involve a checklist of areas and elements that often need cleaning up or fixing. Check-ups also often include adjustments and corrections we can make to improve functions and operations going forward. Consider these ten items as you conduct a review of your listening skills, habits, and actions.

Item #1: Do you find that, occasionally, in conversations you just sort of passively listen and miss information?

Improvement opportunity: Focus on what is said. Notice the tone. Observe nonverbal cues like facial expressions and body language. Resist trying to “mind read” by making assumptions or unwarranted connections about what is said. Clarify details if you find yourself confused or unsure.

Item #2: Do you focus on your response while the other person is still speaking?

Improvement opportunity: Give your full attention to hearing before deciding how you might respond. Trust yourself to find the right words to communicate your message. Listen to hear, not to respond.

Item #3: Do you try to compete with or one-up the other participant(s) in conversations?

Improvement opportunity: Resist making conversations a competition. Acknowledge the other person’s message. Make your goal to celebrate or empathize, not to overshadow.

Item #4: Do people often respond to you by saying, “That’s not what I meant”?

Improvement opportunity: Confirm your understanding of what the other person said before attempting to respond. It can help when you begin your response by saying, “What I’m hearing you say is…” so that the other person has a chance to correct a misinterpretation. Or, if you are confused, simply ask for clarification.

Item #5: Do you occasionally hear statements like “I don’t feel like you’re listening?”

Improvement opportunity: Concentrate on your attending skills. Watch your eye contact and nonverbal responses. Avoid distractions and competing activities. And, of course, listen actively.

Item #6: Do your emotions occasionally become barriers to your listening?

Improvement opportunity: Resist becoming defensive or interrupting, even (read: especially) when it’s hard. Take a breath. If you need to bring your emotions under control, pause before responding or, if necessary, pause the conversation and return to it later by saying something like “You’ve given me a lot to think about. I’ll need some time to reflect on this.”

Item #7: Do you sometimes tune people out before they finish speaking?

Improvement opportunity: Guard against allowing biases, negative experiences, and perceptions of the person or their message to get in the way of your listening. Commit to suspending judgment until you have had a chance to hear and reflect on the message. All too often, we can allow our preconceived notions to stand in the way of what is actually being communicated.

Item #8: Do you occasionally find that you heard the words spoken but missed the underlying message?

Improvement opportunity: While listening, search for what is not said in addition to what is said. If you sense that there is more to the message than you hear, ask for additional details. Also, confirm your understanding of what you think might be the implications or underlying message.

Item #9: Do you sometimes miss information because you are distracted or thinking of other things while trying to listen?

Improvement opportunity: Dedicate your attention to one activity at a time. Stop what you are doing to listen or ask the other person to wait until you can give them your full attention. You could say something like “Hang on one second while I finish this email. I want to be able to give you my full attention.”

Item #10: Do you find that, following a conversation, you sometimes cannot recall key information, details, or decisions made?

Improvement opportunity: Take time at the conclusion of the conversation to summarize what you heard and recap any follow-up actions or commitments agreed to. The summary will confirm everyone’s understanding. Meanwhile, your repetition of the information will strengthen your recall. If necessary, also take a minute to record any commitments that will require your attention.

At face value, listening seems simple enough, but in actuality, it is a challenging activity. It requires focus, openness, nuance, and judgment. Yet, listening well is a crucial skill and key factor in developing and maintaining relationships. It is worth doing well. An occasional review and recalibration can help us to move from just hearing to really listening.

Our voice is a powerful tool. Our tone can tell others how we are feeling, provide a context for what we want to communicate, or project how we want to be seen. Our pacing can communicate nervousness, confidence, or hesitation. Our volume can demand respect, convey impatience, or request attention. Amazingly, all these elements can be present in as little as one spoken sentence! 

Without question, the words we choose to convey information matter. We need to be organized, prepared, and timely in our instruction and other communication. We need to stay focused and avoid sidetracks that can generate confusion and distractions. However, how we say what we say is likely to have as significant an impact on whether our students hear and accept our instruction and other messages as what we say.  

Students are gauging and evaluating what we are saying in the context of what they hear in the unspoken messages carried by our voice. Let’s explore six of the most common emotions conveyed by the tone, pace, volume, and other elements of our voice.   

Confidence. Students want assurance that we know what we are talking about and are confident enough to help them if they struggle. Confidence can be communicated through an even speaking pace, a clear voice, and the absence of filler words like “um,” “like,” and “you know.” Confidence can also be conveyed through the absence of frequent hesitation and distracting pauses used to refer to notes and reminders. 

Enthusiasm. Students listen for whether what we are discussing is interesting to us and worth becoming excited about. A positive tone and quickened speaking pace can be conveyors of enthusiasm. The volume of our voice, be it raised or lowered, can also communicate excitement, wonder, or novelty.  

Empathy. Students seek reassurance that what we are saying includes consideration of their needs, fears, and questions. Our voice tone can tell students that we care about whether they grasp what we are saying and that we understand that they may struggle initially. We also may slow our pace when discussing elements that students may find challenging or unfamiliar.  

Curiosity. Students will likely be listening to hear if we are interested in and paying attention to their response to what we are saying. Our curiosity can be conveyed through brief gaps in our speech as we observe whether students seem to be following us. We may speed up or slow down as we gauge our students’ readiness and ability to stay with our pace. We may even shift the tone of our voice at the end of a statement to allow it to sound like a question.  

Vulnerability. Students want to hear and observe that we are human. We may misspeak, forget a point, or need to adjust in response to what we observe in how students are responding. Our voice can communicate whether we are angry, embarrassed, or accepting that we are not perfect. In fact, an even tone, matter-of-fact response, and some humor can be reassuring for students. Yes, it is possible to be confident and willing to be vulnerable.  

Responsiveness. Students are listening for clues in our voice that it is okay to ask questions. They may even be wondering if they can disagree with or challenge an aspect of what we say. The tone and volume of our voice in response to a question or pushback can either invite more dialogue or close the door to further engagement. When students feel as though we are open to questions, welcoming of observations, and accepting of different perspectives, we are more likely to hear what they are thinking and be able to engage them in deeper dialogue.  

We know that nonverbal communication speaks volumes, but we may not think much about how the tone, volume, and pace of our voice influence student perceptions and acceptance of our instruction and other communication. Yet, they often carry the “unspoken” message that determines whether the words we say are given the weight they deserve. 

Occasionally, we have all found ourselves in situations wherein we felt manipulated. It may have been a request, an expectation, an insinuation, or something else that left us feeling confused or uncomfortable. Regardless of the specifics, it was generally not a good feeling.

Some manipulation is the result of happenstance and is not intentional. At other times, we might bring the situation on ourselves by failing to be clear or feeling obligated to cooperate. Fortunately, most people do not attempt to manipulate others as their primary approach to relationships.

Yet, there are certainly people who rely on manipulation as a go-to behavior to get what they want. They may be a colleague, student, friend, or even a family member. They reveal themselves through their frequent reliance of any, some, or all the following behaviors:

• Guilting—Making us feel guilty for not cooperating with or volunteering to carry out their wishes or taking responsibility for their emotions.
• Playing the victim—Seeking sympathy and claiming that others are responsible for their problems and feelings.
• Blame-shifting—Claiming that everything bad is someone else’s fault, even when the fault clearly lies with them.
• Lying—Refusing to admit falsehoods even when the evidence is obvious.
• Gaslighting—Raising suspicions about what we know or have experienced, leading us to question our reality.
• Intimidating—Making subtle threats, threatening to exert power, or hinting at consequences if cooperation is not forthcoming.

Unfortunately, regular engagement with emotionally manipulative people can take a significant mental, emotional, and physical toll on us. We can experience depression and anxiety, feel helpless and lack of confidence, and suffer from guilt and shame. We may even engage in unhealthy coping behaviors and suffer from exhaustion.

The good news is that there are several useful strategies we can tap to protect our well-being and manage manipulators and their behavior. Here are seven approaches to help you gain control and remain sane.

Set and enforce emotional boundaries. Be ready for the manipulator to press and test your boundaries. Expect attempts to ridicule and guilt you for not prioritizing the manipulator’s interests and priorities. If pushed, refuse to engage; instead, respond by stating your commitment to prioritizing your well-being.

Refuse to take responsibility for the manipulator’s emotions. Don’t take what the manipulator says personally. Your guilt, shame, and vulnerability are what they crave to be successful. When you break that link, you diminish their power. Their feelings and behavior are their choice, not your responsibility.

Remain calm. When the manipulator attempts to pull you in, refuse to react. Detach emotionally from what the manipulator is saying or doing. When manipulators do not receive the reaction they expect, they often lose interest. If the manipulator persists, you may need to create physical space, including walking away or ending the relationship.

Avoid power struggles. Manipulative people excel at power competition and advantages. They have lots of strategies and are not reluctant to use them, no matter how they may impact you. Resist debating, forget trying to win, and detach from determining who is right or wrong. The manipulator is trying to escalate the situation to achieve an advantage. Don’t take the bait.

Be clear about your needs and expectations. State what you mean in direct terms. Resist sending open-ended messages, invitations, or requests. Vagueness and mixed signals are the manipulator’s playground. They will reinterpret what you said or meant and leave you feeling guilty, regretful, and bewildered. Meanwhile, expect vagueness and mixed signals from the manipulator, often followed by an interpretation that favors what the manipulator wants or expects.

Listen to your intuition. Manipulators can be difficult to spot. They are often friendly, even seemingly genuinely helpful, when it fits their purpose. They may compliment and smother with kindness when they want something. If you find yourself second-guessing your interpretation or feeling “icky” following a conversation or experience, manipulation may have been at play. If something feels manipulative, it probably is.

Tap sources of support. Manipulators often attempt to isolate those whom they are trying to manipulate. Their tactics work best when their intended victims are not testing their experiences against reality or others’ perceptions. Talk to friends, colleagues, or family members about what is happening and get their reactions. If they have experience with the manipulator, they may be able to validate your experience and offer advice. Consider seeking professional help if the situation is becoming serious and you are having difficulty finding a path forward.

Of course, the “through line” for each of these strategies is that we need to take care of ourselves. Self-care is a critical element in successfully countering an emotional manipulator. They depend on others’ emotional and physical exhaustion for their success. But we are not powerless, and we can prevail. Own your own!

This time of year is emotionally challenging for many students. The holidays can be a time of uncertainty and stress. Relationships formed earlier in the year may not be going well or may have disintegrated. The end of the calendar year may include challenges and deadlines that are disruptive to families. Meanwhile, colder weather and fewer hours of sunlight can lead to emotional stress and dips in mental health. The list could go on.

Of course, we, too, might be experiencing stress, pressure, disappointment, and uncertainty that make it challenging to sense our students’ struggles and respond in helpful and supportive ways. As a result, we can misstep, overstep, or under-respond to students who need our attention and support.

Admittedly, these may not be easy or comfortable situations. However, with a few reminders, we can avoid some of the most common mistakes and missteps in response to student emotional challenges. Here are six “potholes” worthy of our reflection and avoidance as we enter the holiday season.

Assuming—We might think that we know or can predict why a student is upset. Yet, what is causing the student’s emotions may actually have nothing at all to do with what we assume. Our jumping to conclusions can leave the student feeling unheard, misunderstood, and discounted.

Instead: We can put aside our preconceived notions and ask open-ended questions that invite the student to share what they are feeling and why. Our interest can lead to understanding, and our concern will be reassuring. Meanwhile, we will not have to backtrack and apologize for assuming that we knew what we did not.

Shaming—We can be tempted to tell a student variations of “get over it,” “toughen up,” or “just ignore it.” However, even when we softly convey those sentiments, we discount the student’s concern and risk sending the message that what they are feeling is not worthy, that expressing emotion is not acceptable, or that they should be ashamed.

Instead: We need to reassure students that it is natural to experience strong emotions, even when they are negative. Everyone goes through times when they face difficult circumstances and struggle. We can normalize the expression of emotion as a sign of strength, not weakness.

Overlooking—We might be busy or distracted, only to discover that we missed or misinterpreted multiple clues that a student needed our attention and support. Students do not always verbally or directly tell us when they are struggling. They do not always reach out and request our help. Yet, they may be sending multiple messages via shifts in their behavior and body language or through other nonverbal cues.

Instead: We can be mindful and observant of our students’ behavior. When a talkative student suddenly goes silent, a usually even-tempered student immediately becomes agitated, or a demonstrative student withdraws, we need to check in with them in an inquiring, non-judgmental manner.

Abandoning—We might have an initial conversation with a student that seems to help and then we move on to other things. Yet, the student may still be struggling and may need more support. Or we may promise to do or provide something but neglect to follow up or follow through.

Instead: Make it a point to check back with distraught students to see how they are doing and if they need anything. Following up and following through builds trust and communicates that we value our students and their well-being.

Pressing—We might think that we can convince upset students to let go and move forward quickly or that we have given them a solution to their situation that they should accept and implement immediately. We might feel the urgency of students getting back to work, but we need to remember that moving beyond intense emotions such as anxiety, worry, and grief takes time. Pressing during these times can leave students feeling unheard or misunderstood. As a result, their feelings may intensify.

Instead: We can step back and give students time to process their feelings and regain composure. We might suggest a break, moving to a private space, or even a few minutes to calm themselves. Of course, we need to reassure the student that we are available if they need to talk more.

Overreacting—Sometimes the emotions students are feeling touch a pain point in our emotions or stimulates a strong reaction in us. We might react harshly or become emotional ourselves. In either case, we risk escalating the student’s emotional state, setting off a power struggle, or struggling to deal with our own emotions.

Instead: We can focus on remaining calm and in control. Rather than reacting, we might respond by recognizing that the student is upset and inquire about what is causing it. Also, giving the situation some time by pausing, taking a deep breath, or physically stepping back can create space for us to gain control and avoid making the situation worse. Later, we can reflect on why we reacted so strongly and what we may need to do to feel better.

Dealing with emotions is hard. The challenge is even greater for young people as they navigate relationships, mature, and encounter many of life’s experiences for the first time. Obviously, we cannot always prevent or change their feelings, nor can we solve all their emotional difficulties. However, we can be ready with our attention, support, encouragement, and patience. Very often, that is enough.

What we intend with our words and actions may be laudable and admirable, but what students and others experience does not always align with what we mean and expect. When there is a disconnect, we can feel surprised, disappointed, and frustrated in response. However, as tempting as it might be, we cannot simply blame students or others for not interpreting what we say and do in a manner consistent with our intentions.

Even though our intentions might be pure, when the impact elicits a negative response or is misinterpreted, we must first examine our role in the situation. The only actions we control are our own. Understanding where and how a disconnect occurred starts by accepting responsibility, working to rectify the current situation, and understanding how to prevent its reoccurrence in the future.

How does intention become disconnected from impact? The culprit might be any of several factors. Here are four common causes:

• Our communication style or strategy. Our message may not have actually been clear to its recipient. Our tone may have been harsher or more critical than we intended. It might even be that what we said and how we said it was fine, but our body language betrayed us or communicated something else unintentionally.
• Assumptions we made about readiness to hear and learn. Students may not have fully mastered the skills on which new content and actions depend. They may have learned—but since forgotten—crucial information and processes necessary for success in the planned activity. Others may have been distracted or not had the background understanding we assumed.
• The strategy we chose to motivate. A setup that previously was motivating may no longer hold the same meaning and pull. Our word choice may have undermined the motivational message we intended. Or our timing might have been off and, as such, people may have misread what we were attempting to accomplish.
• Our intent and the context may not have been a match. What happened the day prior, or even earlier in the day, might have poisoned the context. Consequently, despite our intent, students or others were unable to separate their emotions and let go of their negative perceptions of us and the situation.

The obvious questions are, how we can reduce the potential for a disconnect to occur between our intentions and the impact of our actions, and what can we learn when disconnects do occur? Here are five strategies worth considering:

• Assume positive intentions. Assuming positive intentions reduces the temptation to blame others for the impact. Once we decide to blame others, we risk not fully understanding what happened, how we might fix the disconnect, and what we might learn to avoid repetition in the future.
• Reflect. The precipitating action was ours, in one way or another, so reflecting is a good place to start. When we understand what we missed, misinterpreted, or assumed incorrectly, we can begin to uncover where and how the disconnect occurred.
• Ask for feedback. In real time, checking for understanding and soliciting feedback can help us to avoid plunging ahead when others are not with us. In retrospect, feedback can offer hints and insights about how our words or actions had an impact, and we can begin to close the information loop.
• Look for communication gaps and gaffs. What we said and how we said it—and what we did and how we did it—matters. As much as we may think that we were clear, the proof is in the reception of information, not in the sending of it.
• Be aware of nonverbal clues and cues. Confused looks, frowns, furrowed brows, crossed arms, physically turning away, and whispered comments are just a few of the clues we might observe when our intent is not having the impact we expect. These behaviors are cues that it is time for us to stop and sort what is happening before any additional confusion, consternation, or disconnection occurs.
• Take responsibility and be accountable. When our first step in repairing a disconnect is taking responsibility, we open communication and reduce the need for others to explain, defend, or blame. We may need to explain and clarify our intentions, but we also need to be ready to apologize if we could or should have seen the disconnect coming.

Every day, we strive to lift our students, nurture in them a love for learning, and lead them to see a future filled with possibility. Sometimes we get it right and we see an amazing impact. At other times, we may need to stop, step back, and set a new course. These are times for reflection, learning, and recommitment, not occasions for regret or retreat. Every day, we have a new opportunity to turn positive intentions into amazing impacts.

Despite how positive and optimistic we seek to be, we can find ourselves pulled down by having to listen to what feel like chronic complainers. Regardless of the situation, some people always seem to find something to complain about. They may even appear to be addicted to complaining. Sound familiar? For these people, nothing ever seems good enough, they are quick to find problems, and they often ignore what seem like obvious solutions.

Of course, some complaints are legitimate and deserve consideration and action. We need to be careful to avoid assuming that a complaint coming from a frequent complainer is not worthy and deserving of attention. In these cases, we need to be ready to listen and consider their complaint with an open mind and give it legitimate attention.

However, responding effectively and productively to chronic complainers is not always simple. We hear lots of advice, but it is often contradictory. Some people advise using humor, while others counsel to avoid making light of or discounting concerns. Some suggest pointing out the good things in the complainer’s life or situation, but others counter that with caution to avoid appearing to minimize the significance of the concern. Still others suggest drawing attention to the frequency with which the person complains, but others offer the counter-advice of recognizing that the current complaint may be legitimate.

The best approach, of course, is to consider the complainer and complaints within context. Choosing how to respond depends on what we know about the complainer and complaint, our relationship to the complainer, and the power we may have to do something about the situation. Each of these factors can play a role in the strategy we choose for responding and the results we hope to achieve.

Fortunately, there is a five-step approach to engaging with chronic complainers around which there is broad agreement:

1. We can listen for the need. Complaints can be intended to meet a variety of needs. As we listen, we might ask ourselves: What is driving this complaint? Is the complainer seeking attention? Does the complainer want recognition or to be taken seriously? Or is the complainer looking for a solution and the support to implement it? Understanding what is driving a complaint can provide the insight we need to respond effectively.
2. We need to empathize and acknowledge the concern. We may not agree with the substance of the complaint, but we can recognize how the complainer sees the situation and empathize with how they might feel as a result. Arguing rarely moves the conversation forward or leads to resolution.
3. We can ask what they see as a good solution. We may find that the complainer offers a useful answer to move the situation forward. If we assume that what we are about to hear is just another complaint, we risk missing what could be an important issue to be resolved. If we hear a promising solution, we might ask what the complainer sees as some initial steps toward resolution.
4. If the complainer seems stuck on the complaint, we might nudge the conversation toward solutions and shifting their perspective. We might ask if there is another way to look at the situation. Or we might inquire about what they have tried and what else they have considered.
5. If the conversation seems not to be moving forward, we might ask, “Do you want my advice?” If the complainer is genuinely stuck, they are likely to be open to hear what we might offer. We might suggest some initial steps, share some ideas about who would be able to do something about their complaint, or we might suggest some additional options for them to consider.

The complainer may choose to do nothing to resolve their complaint, but they will have been assured that their concern was heard and taken seriously. Meanwhile, we will have modeled a process that positions the complainer to take responsibility for finding a solution, not just identifying and voicing a complaint.

There may have been a time when parents, family members, and other caregivers deferred to their child’s teacher and trusted that said teacher would do what was necessary to support their child’s learning. Families may have sent their child to school without a specific expectation to hear from the teacher unless there was a problem. However, if they existed, those days are long gone.

Parents and caregivers today expect to be informed. They want to know who we are, how we will support their child, and what we will do to ensure their success. They also seek assurance that we value them and want their involvement. Of course, they also want to hear that we are committed to and enthusiastic about our work.

With this context in mind, taking a proactive approach to communicating with parents is a wise decision. As we approach the beginning of the new year, it would be wise for us to develop and share with parents the information and reassurance they seek while also setting the stage for a strong, positive relationship.

Obviously, we need to share information on beginning-of-school logistics, including schedules, necessary supplies, and other need-to-know information. In addition, we might share with parents several key messages to introduce ourselves and reassure them of our commitment to their child’s success and our readiness to partner with them. Here are five key parent and caregiver messages to consider, modify, and share before the year begins.

I am looking forward to getting to know your child and building a relationship with them. You might discuss the early and ongoing activities you have planned to help their child feel welcome and develop a sense of belonging. Share your anticipation of the opportunity to learn the child’s unique personality, strengths, and interests. Invite parents to share any concerns, advice, and hopes that they believe would be helpful to your getting to know their child and forming a relationship. The invitation might be general and informal, and it may be followed by a survey or, if practical, a conversation with the child’s parents or caregivers.

I look forward to developing a productive partnership with you on your child’s behalf. Note that a crucial component of learning and social success is a sense of shared commitment and expectations among the adults in a child’s life. A strong partnership featuring frequent and timely communication and coordination of effort can make an enormous difference for students, especially when they struggle or lose focus. Provide parents with specific options and opportunities to connect with you. Share examples of when parents can expect to hear from you and what they can do if they have questions, concerns, or need to connect. This also is a good time to highlight school events, opportunities to volunteer, and other avenues for parents to participate as partners in their child’s school life.

I am committed to your child’s success. Be explicit in your commitment to make each day an important experience and step in the child’s learning journey. Emphasize the importance of regular reinforcement of past learning, building learning through the introduction of new concepts and skills, and the crucial role of practice to strengthen and lengthen retention of what is learned. Underscore the importance of the child’s regular attendance to sustain strong relationships with classmates, maintain learning momentum, and build continuity and rhythm in the school experience.

I want to help your child grow intellectually, develop socially, and gain strength of character. Remind them that while formal education is about building academic knowledge and skills, a strong, well-rounded education also helps students to develop and manage relationships with others. Further, for students to make the best use of what they learn, they need to grow their character. Honesty, compassion, fairness, responsibility, and other character elements help students become more than informed and knowledgeable; they become better people.  

I am excited and energized to begin a new learning journey with your child. You cannot know all that lies ahead in the coming months. There will be hours of exhilaration, days of disappointment, and weeks of amazing progress. Yet, with each step in the journey, you will be creating with their child a unique path of learning and growth. You can expect some twists and turns, maybe even a few side trips, but you can assure parents that your focus will remain on building knowledge and skills, nurturing good people, and encouraging their best work.

The beginning of school is an exciting time, but it is also crucial to setting the stage for a successful year. Sharing key messages of reassurance, expectations, and commitment can help us get off to a great start.