Conflict Resolution with Parents and Aggressive Behaviour Policy

At Winston’s Place Day Nursery, we believe that we have a strong partnership with our parents and an open door policy to discuss any matters arising.

If, as a parent, you have any concerns or issues you wish to raise with the nursery then please follow the complaints procedure.

In the case of a parent emailing, calling or using social media to complain the nursery will direct them to the correct procedure for raising a complaint.

We have a zero tolerance on abusive calls, emails, social media contact and face-to-face confrontation.

This policy is implemented in line with relevant legislation, including the Health and Safety at Work Act 1974, the Data Protection Act, and the EYFS statutory framework, ensuring the safety and wellbeing of both staff and children.

Calls of an aggressive or abusive manner

The call taker receiving a call leading to abuse or aggression will remain calm and professional and ask the caller to follow the Complaints and Compliments policy. If the abuse continues the call taker will end the call. Abusive and aggressive calls will be logged with an outline of the conversation.

Aggressive behaviour includes, but is not limited to shouting, threatening gestures, physical aggression, intimidating body language, or persistent abusive phone calls.

Emails of an aggressive or abusive manner

The responder will ask the parents to come into the setting to speak in person, as per our Complaints and compliments policy. If the emails persist the manager may seek legal action. All emails will be kept as evidence until the matter is resolved.

All abusive emails will be securely stored in accordance with our data protection policy, and reviewed regularly to identify any patterns or concerns.

Social Media

If slanderous or abusive messages appear on any social media sites, we will address these immediately with a request to follow our complaints procedure. We will endeavour to resolve any issue raised through our complaints procedure. If slanderous or abusive messages continue we will seek legal action against the complainant.

All abusive social media activity will be documented, screenshots retained as evidence, and reported to the relevant social media platform.

In the event that any person inside the nursery starts to act in an aggressive manner at the nursery, our policy is to:
• Direct the person away from the children and into a private area, such as the office
• Ensure that a second member of staff is in attendance, where possible, whilst continuing to ensure the safe supervision of the children
• Remain composed and professional in order to calm the aggressive person, making it clear that we do not tolerate aggressive or abusive language or behaviour
• If the aggressive behaviour continues or escalates, we will contact the police in order to ensure the safety of our staff team, children and families

In all instances of aggressive or abusive behaviour, the safety and wellbeing of the children in our care is paramount. Staff will ensure children are never put at risk during any confrontation.
• If the person calms down and stops the aggressive behaviour a member of staff will listen to their concerns and try to resolve the issue
• Following an aggressive confrontation an incident form will be completed detailing the time, reason and any action taken

All incidents of aggressive or abusive behaviour will be logged in detail, including date, time, people involved, and actions taken. Records will be securely stored and reviewed regularly to identify any patterns or concerns.
• Any aggressive behaviour from a parent could result in the withdrawal of a place for the children. Parents will be informed, by the management team, in writing within 3 days of any incident that involved aggressive or threatening behaviour to their staff
• Management will provide support and reassurance to any staff member involved in such an incident

Staff involved in incidents of aggression or abuse will be offered appropriate support, including counselling or guidance, to ensure their wellbeing is prioritised.
• Management will signpost parents to organisations or professionals that can offer support, if applicable.

If aggressive behaviour persists despite initial interventions, the nursery management reserves the right to escalate the matter, which may include temporary suspension of the child’s place, withdrawal of the child’s place, or reporting to the police or other relevant authorities.

This policy will be followed in the event of any other visitor or member of the public displaying this type of behaviour either by phone, email, social media or in person.