Extrait
Theo
Thanks for meeting with me, Susan. To start, could you tell me about a time you had to rebuild trust with someone who was frustrated?
Susan
Certainly. Last year, a parent contacted the school after several emails about her son had gone unanswered.
Theo
So the issue had already been building before she reached out directly?
Susan
Yes, and by the time we spoke, she felt that we had been ignoring her, even though the delays had mostly resulted from a staff transition.
Theo
How did you handle that first conversation?