Case Study 1

Shoshana, a room leader, has a team member, Hannah, who says she simply cannot provide feedback to the mother of a particular child in the room because it is ‘impossible’ to understand the unclear speech of the mother, Laida. Shoshana discusses the matter with her manager, where they decide that Shoshana should have an initial informal meeting with Hannah to discuss the matter. After discussing it with her manager, Shoshana has an informal meeting to explain to Hannah why daily feedback is important to all parents and carers and show her the relevant policies. Under the setting’s discrimination and communications policies, and in line with the Equality Act 2010, the setting cannot treat a parent with a communication difficulty any less favourably than another parent. Therefore they have a legal obligation to make sure that Laida receives full feedback. They look at Laida’s parent information form and note that Laida has listed her communication preferences as ‘written’. Shoshana suggests that today Hannah tries writing her daily feedback down on a sheet, with a space for Laida to write her response. The meeting is a positive one; Hannah now understands why it is so important to be able to communicate well with Laida, and wants to do so. Shoshana reports back to the manager who sees her own shortcomings in not following up that Laida’s communication preferences were being met. She decides to meet with Laida later. She also reflects that perhaps Hannah’s issue was not that she did not want to give feedback to Laida, but possibly that she did not know how to. The manager resolves: • To arrange a training session for all staff on how to check on and meet communication preferences of all parents • To be more involved in making sure that staff apply this training and makes a mental note to discuss it during staff meetings and supervisions • To revise the procedure for informing staff of parents’ communication wishes once their forms have been received. When Laida comes in later that day, Hannah, Shoshana and the manager meet her together and ask if she would like her feedback to be written from now on. Laida is very relieved as she has been frustrated at the communication difficulties, and wants to be more in the loop about her daughter’s time at nursery. The manager apologises that Laida’s preference has not been followed until now, and says she will monitor the situation from now on. Laida is delighted as she can fully respond to the feedback for the first time.

• Note down each example of good practice that you see in this case study.
• How could this situation have been avoided?

It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your assessor.