Tips on how to work out a conflict with ministry staff

• Set up an appointment with the worker to talk the problem over on the phone or in person at a meeting.
• Put your concerns in writing so you can remember everything you want to say. Keep it brief.
• You may want to fax, mail, or deliver a copy of your concerns ahead of time. Doing so will give the worker time to research any information you have asked for. Mark your correspondence "confidential."
• Take someone (a family member or a friend) with you for support.
• State your concerns clearly and factually.
• Be respectful. Avoid blaming, swearing, or angry outbursts.
• Listen to what the worker has to say.
• Take notes or have your friend take notes. Check to make sure the worker has listened to what you have to say.
• Ask for copies of any documents, laws, or policies that support what the worker says.
• State clearly what you want as an outcome.
• Remember that ministry staff are ordinary people who have good days and bad days, and who can benefit from constructive criticism.
• When you are finished, write up a brief and factual summary of your interview and send it to the worker and his or her supervisor.
• If the problem is resolved to your satisfaction, say so in person and in writing.