Communication

Communication can take place in a variety of formats. The message and the purpose of the communication can help determine which format is most appropriate. Generally, the more issues-driven and/or detailed the information is, the more direct the communication channel chosen should be. Communication channels include:

• Face-to-face communication – one-on-one meetings, School Council meetings, Parent-Student- Teacher interviews
• Telephone conversations
• Hard copy, written communication – letters sent home from the school, paper school newsletters
• Electronic communication – email, electronic newsletters, websites, social media

When the communication requires a dialogue, such as bringing forward a question or concern or when a discussion is required on a particular topic, the preferred channels of communication are ones that allow for an immediate and ongoing interaction between the people involved. The best formats for this kind of communication are face-to-face conversations or telephone conversations.

Schools and families are encouraged to use these direct channels of communication when a topic is complex or requires a dialogue. These more direct forms of communication also help us establish a personal connection, which helps build relationships that we don’t get in other forms of communication.

When it comes to communication from the school to our families, very rarely do we use only one communication channel. Often we use multiple communication formats together with one another to help ensure the message reaches everyone it needs to.

All staff at a particular school are encouraged to collectively select one common communication tool to use as their primary channel when communicating with parents (e.g., email). This will help ensure consistency throughout the school, so parents have a consistent place to go for information. Some staff may then choose to also use other communication tools to supplement the main communication channel, if they wish.

Social media is quickly becoming a common communication tool used throughout education and the world. The speed at which we can share information using social media and how easily accessible that information becomes, makes it a valuable tool in our communications toolbox. However, social media has its limitations, and therefore it is just that – one tool in the toolbox.

Some social media channels, such as Twitter, only allow the sharing of very short messages. Therefore, it is difficult to share a complex message via Twitter. Instead we sometimes see Twitter being used to share a link to another communication channel (e.g., a website) where the audience can find the detailed information.

Social media platforms may work well for:

• Sharing snippets of good news stories and celebrations
• Sending reminders of key dates Communicating important information during a crisis (however, keep in mind the information can change quickly in these situations and our first priority is always responding to the situation to ensure students and staff safety)
• Providing links to more detailed information or sharing resources
• Asking basic questions of clarification (however, more complex questions may be better asked using email or a telephone conversation when more detail is required in the answer)

Addressing Concerns Directly

If parents/guardians have a concern about something at the school or in the classroom, they are encouraged to bring the concern forward in a timely manner directly to the appropriate person. These discussions should take place in the following order:

1. Discuss the concern with the classroom teacher to determine if the issue can be resolved at the classroom level.

2. If this issue cannot be resolved at the classroom level, bring it forward for discussion with the school principal or assistant principal. Most concerns can be addressed at the school level when school staff and administration as well as parents/guardians engage in open and collaborative discussion.

3. If the issue cannot be resolved at the school level, bring it forward for discussion with the appropriate Central Administration personnel.

Any level of the above discussions may be initiated by telephone or email, but may evolve into a face-to- face meeting, which allows for the best and most collaborative discussion to take place.

Response Time Frames

Every effort should be made to respond in a timely manner, whether the response is required from the home to the school, school to the home, or among schools and/or departments. While there is no guarantee on the specific time frame for a response, generally families can expect a response within two (2) business days.

Just because a school or teacher uses a communication channel that lends itself well to quick communication (e.g., email or social media), doesn’t mean they can always respond just as quickly as that format allows. Schools and/or teachers are encouraged to establish processes or guidelines to ensure those they are communicating with have an understanding of how and when they can expect a response.

Policy

East Central Catholic Schools is committed to working cooperatively and responsibly with the parents of its students. At the same time, East Central Catholic Schools recognize that with the diversity of students, employees, parents, guardians, and the unique culture of each community, differences in understanding, interpretation and opinion may occur from time-to-time.

Therefore, protocol and procedures are established to deal with parent-school conflict.

Beliefs

East Central Catholic Schools believe:

(a) that by initiating a process of conflict resolution, it will be better able to promote conflict resolution that is ethically sound, that responds to the needs of students, staff and parents, and that is in keeping with the basic beliefs and practices of the Catholic Church;

(b) that when it takes a proactive approach and open stance toward conflict resolution, it is better able to facilitate increased cooperation, communication and understanding among the members of its school community;

(c) that conflict resolution is most successfully achieved when mutually acceptable solutions are arrived at through procedures that are designed to find what is in the best interests of the students as well as the individual school and the school district as a whole.

Principles

The following principles shall act as guidelines for the resolution of parent-school conflicts in East Central Catholic Schools:

(a) East Central Catholic Schools recognizes the freedom of all members of the school community (students, staff, parents and neighbours) to voice their concerns in an appropriate manner to the appropriate school personnel.

(b) The school has a responsibility to facilitate communication and to provide procedural direction to parents who initiate complaints or concerns in accordance with the policy and regulations.

(c) All parties in a conflict situation must recognize and respect the protocol, and more specifically the principle of "the first contact." This means that the person(s) who have the concern, have a responsibility to begin addressing the concern directly with those persons with whom they have the concern before taking their concern elsewhere.

(d) All parties in a conflict situation shall be treated with, and have the responsibility to treat each other with fairness, dignity, and respect.

(e) All parties will deal with their concerns in a manner that is consistent with the teachings of the Church.

(f) Attempts will be made to deal with concerns, that are brought to the attention of the school in an appropriate manner, in a timely fashion.

(g) Conflict resolution protocols shall respect the provisions of the School Act, The Code of Professional Conduct of the Alberta Teachers' Association, and Edmonton Catholic Schools policies.

Resolutions

On the basis of the principle of "first contact" - parents must address concerns directly to teachers before raising these concerns with the school administration or Catholic Education Services staff when their concerns are about their child's teacher, program, and/or program support.

Likewise, if a parent has a concern about the school administration, the parent is expected to deal with that concern with the school administration first, before raising these concerns with the Superintendent of Schools.

If in the view of the complainant, the ruling of the school principal is unacceptable, the complainant may address his/her concern(s) to the Superintendent of Schools in writing. The letter must outline the nature of the original complaint, the steps that have been taken, and in what way the decision of the school principal is unacceptable. Upon receipt of such a letter, the Superintendent will direct the correspondence to the appropriate department for resolution.

East Central Catholic Communication Protocol

Other Resources
Additional information and resources related to home/school communication are also available from Alberta Education and the Alberta Teachers’ Association (ATA).

Alberta Education: Working Together to Resolve Differences
http://education.alberta.ca/parents/role/workingtogether.aspx

ATA: Staying Connected to Your Child’s School http://www.teachers.ab.ca/Teaching%20in%20Alberta/Resources%20for%20Parents/Parent- Friendly%20Articles/Pages/Staying%20Connected%20to%20Your%20Childs%20School.aspx

ATA: Preparing for a Parent-Teacher Interview http://www.teachers.ab.ca/Teaching%20in%20Alberta/Resources%20for%20Parents/Parent- Friendly%20Articles/Pages/PreparingforaParentTeacherInterview.aspx