Module 3: Building Relationships with Families on an Individual Level

• Keep an open posture and stay oriented toward the person speaking 
• Occasional nodding shows that you are listening 
• Smile appropriately to show warmth and comfort 
• Show empathy through facial expressions 
• Maintain eye contact to show that you are listening 
• Respect personal boundaries (i.e., do not touch anyone without asking, do not sit too closely to someone) 
• Use a calm and reassuring tone 
• Speak at a moderate pace and avoid professional jargon 
• Demonstrate a curiosity to learn from the family 
• Ask only one question at a time to avoid overwhelming family members 
• Take time to share about yourself and learn about the family before jumping into problem-solving discussions about the student. 

 Also, look for signs of discomfort in family members, such as tense body posture, fidgeting, strained voice, silence, or speaking quickly. If you notice signs of discomfort, acknowledge that the topic may feel challenging to discuss. Provide reassurance and validate the family member’s feelings. It may be helpful to offer a break in the interview.  

 While it may, at times, feel challenging to navigate cultural and linguistic differences with families, difficulties can often be bridged with sincere care and communicating a genuine desire to support the child. Most of all, families want to know that you care about their child, have the child’s best interests at heart, and will work to serve their child’s needs. Conveying this care to the family in a respectful, open, and genuine way will create a foundation upon which to build an ongoing partnership.