Cheat Sheet / Call Card for parent phone calls

I received a copy of this "phone call cue card" to assist in calling parents. It looks pretty useful for when you're at a loss for words, as I sometimes am when parents become confrontational. (Southern Regional Education Board)

Front:

1. Hello, Mr. /Mrs _____. This is Mr / Ms _____, John's teacher. I am calling to let you know that John did not have his assignment for class today, and I need your help. You know that Failure Is Not An Option in my class or here at _____ Middle / High School), and all students have to complete all of their assignments.
2. I (We) realize that John may need extra help or time in order to get it done, and he is going to need to stay after school tomorrow in order to get some help to complete the assignment. Who will be coming to pick him up? _____ Is there a relative who could come? A neighbor?
3. I understand, but since he can't stay, I am going to need your help. The assignment he missed is _____. I need for you to make sure that he completes his assignment tonight, and please sign it at the bottom to show that you have helped him to complete it.
4. I understand that you are upset, but I am doing my job trying to get your son to be successful in my class. I need your assistance to talk to him and encourage him to complete this assignment.

Back

5. If parent demands that you not call at work, respond in a calm voice ... "I certainly don't want to have to call you Mr. / Mrs. _____, and hopefully I won't have to call you again if you can assist me in getting John to complete his assignments prior to class. Do you need for me to send you another copy of our grading policy for our assignments?

6. If the parent becomes irate or confrontational... Respond in a calm voice... "I understand that you are upset, but this is my job. I want John to be successful more than anything, and I am going to continue to work very hard to make sure that he does. Would you prefer that I call his dad (mom) at work. I'd be happy to do that instead of calling you if you will share that number with me."

7. Regardless of the parent response, always end the conversation with a positive comment about the student that you know he /she can do the work if he/she will come in for extra help that you are providing or if he will work hard. You can even apologize that you are placed in the position of having to call at work, but never apologize for calling.

8. End the conversation with something like, "I appreciate your working with me to get John on the right track, and I'll let you go now. Thank you for your help, goodbye."