N
o matter the business you are in, your attitude can make or break you. Even when the odds are stacked against you, and you have someone in your face with a complaint that
may be unwarranted or misdirected, you must keep that smile on your face and remember that your reaction could have a huge impact on how everything plays out. For many on the front lines of the school bus industry, this is just another day. “When a parent calls, first you need to listen
to what they are really saying and try not to hear how they are saying it,” advised Mike Reinders, transportation director
for Winnebago (Ill.)
School District #323. “Active listening skills are re- quired, most importantly. Try not to think of the answer while they are still talking. Even though you and your driver may have done things cor- rectly, try not to get or sound defensive.” Reinders stressed that before you react, make
sure you get all the facts, as all people make mis- takes, and a parent’s issue may have more merit than was initially thought. Also, squash unfound- ed rumors before they make their rounds in the community, said the Northern Illinois direc- tor, adding “Te best defense is a good offense; communicate, even though not all will get the message, [that] it is out there for the record.”
Speak Their Language Today, most people live and die by their cell
phones. Home phones have become the alter- nate numbers for many parents when they fill out the child’s emergency forms at the begin- ning of each school year. Tat’s why districts use every means possible to keep them updat- ed throughout the day. For parents in the Los Angeles Unified School District,
back in the early 1980s,” said LAUSD Transpor- tation Services Director Enrique Boull’t. But that communication needs to filter down
to the driver level as well, according to Indiana State School Bus Drivers Association President Ron Chew. “Drivers always need to keep a line of com-
munication open for parents and directors,” said Chew, adding that drivers need to be con- sistent with their bus rules and must make sure parents are well aware of what will and will not be tolerated on their school bus. Teir demeanor must take on numerous
forms though, since they are the first person those students see in the morning, especially with students who have difficult home lives, said Chew.
Not Too Proud to Partner In some instances, transportation directors
and their staff cannot do it alone, and many are more than happy to reach out to administrators and departments within the community for help. Down in Louisiana’s Calcasieu Parish Pub- lic School System, Andy Ardoin understands that he sometimes needs a little help from his friends. Tis can come in the form of his em- ployees,
the district administration and all
government agencies within his state, parish and community. “We also have a working relationship with all
law enforcement agencies in our parish, that assist us with traffic issues and school safety,” said Ardoin. When the district is situated within a small
town, the close-knit community feel can help in many situations. “It’s a lot easier dealing with someone you
information
comes in every form, whether it be by e-mail, automated by phone or even by traditional snail mail. Te transportation department also keeps everyone updated via its Web site and can field calls from the area’s large Hispanic population. “LAUSD Transportation Services Division im- plemented a bilingual customer service group
❝
know and that knows you,” said Tom Hartless, transportation director for Fowler School District, which is situated southeast of Colo- rado Springs. Te district serves a total of about 390 stu-
dents, so the line between bus driver and family friend is often blurred, according to Hartless. Te communication begins early, with drivers
When a parent calls, first you need to listen to what they
are really saying and try not to hear how they are saying it. ❞ — Mike Reinders, Winnebago School District #323
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