D IFFICULT PHONE CALLS

DIFFICULT PHONE CALLSUse them

to build Relationships,

Resilience & Retention

Noah Gallagher Deborah Gilboa, MDCamp Director Camp Parent

“DIFFICULT” CONVERSATIONSWhy do we have them?• Social struggles• Counselor change• Conflict• Disruptive behavior• Adjustment difficulty• Aversion to activity• Bullying

Anything that might result in a negative experience especially that might be shared with family.

“DIFFICULT” CONVERSATIONSWhy do we AVOID them?• Reflects negatively on

camp…• Seems unimportant or minor…• Bad history with parent…• Parent is influential…• Resolution in sight…• Why else?

CASE STUDY:TRANSITION STRUGGLE

The story: camper refuses to unpack (4 days!), but seems to enjoy activities. Says she is having a good time…

To call or not to call?Next steps?

End of the story:

CASE STUDY:SOCIAL ISOLATIONThe story: camper is

separating himself from the group, doesn’t seem to be bothered…

To call or not to call?Next steps?End of the story:

As parents, you can't imagine how amazed we were to receive Noah's phone call…Not just the phone call but [the]directness and honesty about Alex's issues settling in and desire to figure out how to help overcome them were far beyond anything that happens at any other camp we have been involved with, or camps our friends' kids attend.  By sharing Alex's struggles honestly, I knew when you said she was fine that she really was.

I realized I never thanked you for all of the hard work you put into making Josh's summer so successful!  Despite some of the things that occurred, he came home so happy and is already counting down the days until next summer.

PARENT FEEDBACK

WHAT’S HAPPENING AT HOME• Parent’s process• Emotions (fight or flight)• Reactions• Story Telling

• Parents’ goals• Validation• Action• Repercussions• SHARED DECISION MAKING!

MAKE THE CALL TO MAKE THE CALL

Will the camper write home?Will another camper? What might the letter say?!

Have you already solved it?

Dear Mom & Dad,You’ll never believe what happened! These kids

What promise are you fulfilling?

Did the family notify you about this possible issue?

HOW TO MAKE THE CALL

Prep BEFORE the call:• Choose your message• Answer MLQs• Consider the family cultureDURING the call:• Start with your message• Be honest & direct• LISTEN = SILENT• Present an approach• LISTEN• Set a timeline• LISTENAFTER the call:• Log the call• Hold yourself accountable, follow up!

THE UNEXPECTED CALL• LISTEN = SILENT• Gather your objectivity• Ask for a chance to gather info• Set an appointment for reconnecting

PARENT PARTNERING

• Present the issue objectively• Clarify your position as it affects the child’s

experience, independently• Acknowledge your need for assistance – GOAL

SHARING!• Recognize the parent as THE expert on child’s

behavior• Discuss the approach• Share responsibility for following up!!!

FOLLOW UP IS YOUR KEY…

To relationships,To resilience,To retention.

Free camp resources here:

www.AskDoctorG.com/join