A recent study from Monash University has shed light on a concerning trend across Victoria’s government schools: growing hostility from parents is contributing to stress, burnout, and an exodus of school staff—particularly principals and teachers.
Nearly 60% of school leaders considering leaving the profession say tension with parents is a major factor. School administration staff are often the first point of contact and the frontline in managing these difficult interactions. Here are some practical tips to help you navigate this challenging environment.
1. Help set clear behavioural expectations
The study urges education departments to establish consistent, system-wide standards for how school communities interact. Tip: Collaborate with leadership to develop and clearly display a Code of Conduct for parents and carers in your school office, website, and newsletters. Reinforce these expectations calmly but firmly in conversations.
2. Understand the root causes of aggression
Many parents are frustrated by a lack of access to educational support or feel unheard when advocating for their children. Their aggression may stem from deeper systemic issues, their experience with the schooling system and other underlying family pressures. Tip: Practice empathetic listening. Acknowledge concerns without becoming defensive. Where possible, guide them toward mutually agreed on solutions or follow-up channels.
3. Recognise the impact of community stress
Principals have observed that student aggression often reflects distress at home—such as exposure to family violence or harmful content online. This emotional turbulence spills over into school environments. Tip: When supporting teachers or fielding complaints, keep in mind the broader context students and parents are living in. Where appropriate, recommend school wellbeing or counselling services.
4. Support your colleagues
Burnout is real. The research above indicates that only 30% of Victorian public educators plan to remain in the system until retirement, with a similar trend occurring in other jurisdictions. Excessive workloads, disrespect, and parent conflict are taking a toll. Tip: Encourage staff check-ins, peer support channels to assist with dealing with parents, and access to training in conflict resolution and EAP (Employee Assistance Programs). A kind word, shared workload, or five-minute break can make a difference.
5. Stay calm during difficult interactions
Handling an angry parent at the front desk or over the phone can be confronting. Tip: Use de-escalation strategies: speak slowly, keep your tone neutral, avoid reacting emotionally, and set firm boundaries if a conversation becomes abusive.
6. Document and report incidents
If a parent’s behaviour crosses the line, it’s important to record what happened and alert leadership. Tip: Keep a log of aggressive incidents using your school’s protocol. Timely documentation helps build a case for additional support or intervention if needed.
7. Be part of the bigger picture
Schools are struggling to maintain their role as trusted community hubs. Your role in welcoming families, enforcing respectful communication, and supporting educators is vital. Tip: Think of your work not just as admin, but as relationship-building. Every respectful interaction you model helps shift the culture.
Final thought: You shouldn’t have to bear the brunt of community stress. But with the right strategies and system support, school admin staff can help restore respect, reduce friction, and create calmer, more connected school environments.
Sign up for our Tough Conversation for Frontline Staff webinar on 28 May to learn first-hand the techniques for handling those tough conversations.