My relationship with parents of the children at nursery is central to its smooth running. I need them to choose our nursery when selecting their childcare; if they don't, the nursery will not be viable. It is all a matter of confidence - confidence that my staff and I will provide quality care for their child.
How do I inspire that confidence? I believe it happens on a number of different levels. The way I present myself and the nursery is important. Parents have said to me that they looked around nurseries where the manager looked 'scruffy' and their reaction was, 'if she can't look after herself then we don't have the confidence that she can look after our child!'
Equally important is being knowledgeable about regulations and developments in childcare practice and being able to communicate these effectively to parents, to whom the world of Ofsted, EYFS and childcare vouchers is uncharted territory.
It doesn't end once the parents have chosen the nursery - building an enduring relationship takes time and effort, and the staff have to be brought into the relationship as well. The parents' confidence has to extend to the staff; they need to be sure that the philosophy and ethos that I have told them the nursery is founded on, is what is being delivered in reality by the staff. I believe parents not only want a manager who has a good understanding of child development and Ofsted requirements, but also one who really knows their child and can talk to them about that child in a knowledgeable way.
All this stands me in good stead if there are problems. First, parents have to feel that I am approachable and will really listen when they have concerns. I always take time to establish the facts from everyone involved and then to think through the most constructive way forward before reviewing the situation with the parents.
It is important to remember, however, that although the parents pay the fees that enable the nursery to operate, it does not give them an automatic right to demand what they want, when they want. The skill is in agreeing a course of action that meets their child's needs without compromising the smooth running of the nursery and thus impacting on other nursery users. Hopefully, if you have invested time in building a good relationship with the parents, it will be easier to achieve a positive outcome for all concerned.
