Communication is always the key isn't it? I've never been a teacher, but I have been in customer service on line and off. Letting people know that I feel their pain and that I will work to rectify the situation is key for that industry.
Thanks for a really thoughtful post. I really do appreciate it.
Tom,
You are right on! Intent of the parties is very important and when you put yourself in the other person's shoes they see that you are working to build a trusting relationship with them.
Thanks, there is nothing worse than dealing with angry parents and if they are aware of issues right away then it avoids a lot of stress.
There is a primary difference. When people call or email support they are hop up and down mad right from the start :)