5.2 Explain the importance of own professional skills and behaviour when liaising with parents/carers of children with SEND

This guide will help you answer 5.2 Explain the importance of own professional skills and behaviour when liaising with parents/carers of children with SEND.

Liaising with parents or carers of children with Special Educational Needs and Disabilities (SEND) requires a high level of skill and professional conduct. This is because these interactions often involve sensitive topics, strong emotions, and the need for clear, respectful communication. Your behaviour during these conversations can shape the trust and confidence parents have in you and in the setting.

Parents and carers need to feel respected, heard, and valued. The way you present yourself, both in words and actions, can have a significant impact on the relationship. Your skills must show that you are a competent practitioner who cares deeply about the wellbeing and development of their child. Professional behaviour is not about being overly formal but about being considerate, ethical, and guided by sound practice.

Building Trust Through Communication

Trust is the foundation of any productive relationship with parents and carers. Without trust, information may be withheld, and collaboration may be limited. To build trust, you should communicate openly but professionally.

Consider the following points:

• Speak in clear, plain English that avoids jargon
• Listen carefully without interrupting
• Use positive language, focusing on a child’s strengths alongside areas for support
• Show empathy for parents’ experiences and emotions
• Be consistent in what you say and do

Active listening shows that you value the parents’ perspective. Even when you are sharing challenging information, it should be done in a way that supports the parent to feel involved rather than judged.

Respecting Confidentiality

Confidentiality is a legal and ethical requirement, especially when dealing with SEND information, which can include medical details, educational reports, and observations linked to a child’s needs. Breaching confidentiality can cause harm to the child, damage relationships with parents, and lead to disciplinary action or legal consequences.

Ways to uphold confidentiality include:

• Only discussing a child’s needs with relevant staff or professionals
• Keeping paperwork secure in locked cabinets or password-protected files
• Avoiding conversations about a child in public areas

By respecting privacy, you protect the dignity of the child and the trust of the family.

Professional Presentation and Conduct

Professional behaviour involves how you present yourself in meetings or conversations. Parents may already be dealing with stress or anxiety linked to their child’s needs, so your behaviour should help to make them feel supported.

Examples include:

• Being punctual for meetings
• Using polite and respectful language
• Demonstrating patience during discussions
• Dressing appropriately to reflect your role
• Maintaining positive body language, such as eye contact and a calm tone of voice

Your conduct should communicate that you are competent and reliable. A reassuring and professional presence can ease difficult conversations and encourage cooperation.

Empathy and Sensitivity

Parents or carers of children with SEND may face unique challenges, such as navigating health appointments, managing specialist equipment, or addressing learning difficulties. It is important to approach conversations with empathy and sensitivity.

Ways to show sensitivity in your role:

• Acknowledge parents’ feelings without trying to dismiss them
• Provide reassurance based on evidence and practical steps
• Avoid making assumptions about the family’s circumstances
• Be mindful of cultural differences and individual preferences

Empathy builds a stronger connection and ensures that parents feel supported in their role as their child’s primary advocate.

Knowledge and Understanding of SEND

Having a strong knowledge base about SEND helps you liaise more effectively with parents and carers. This includes understanding specific conditions, learning how they may affect development, and being familiar with intervention strategies that can be used in your setting.

Developing your knowledge can involve:

• Taking part in ongoing professional training
• Reading current guidance or research
• Working closely with specialists such as speech and language therapists
• Observing children carefully to identify needs and monitor progress

Your professional knowledge demonstrates competence and gives parents confidence that you can provide appropriate support.

Collaborative Working

Contact with parents is not a one-way process. You work with them as partners to support the child. When discussing SEND, collaboration is key to making decisions and setting goals that work both at home and in the setting.

Ways to encourage collaboration:

• Share observations and progress reports regularly
• Ask for parents’ input on strategies and resources
• Respect the parents’ expertise about their child
• Agree on actions and review them together
• Attend joint meetings with health or education specialists

Collaboration supports consistent care and development for the child across different environments.

Effective Use of Information

When liaising with parents, the way you use and share information matters. Sending too much at once can overwhelm them, while giving too little might leave them feeling excluded. Information should be clear, relevant, and easy to understand.

Tips for using information effectively:

• Summarise complex reports so they are easier to follow
• Use visual resources where appropriate, such as charts or photos
• Offer written notes after meetings so parents can review what was discussed
• Highlight progress alongside areas needing support

Balancing information ensures parents feel informed but not overloaded.

Managing Difficult Conversations

Sometimes discussions with parents about SEND can be challenging. This may occur when there is disagreement, frustration, or a change in support provision. How you manage these situations will directly affect the ongoing relationship.

Approaches to keep in mind:

• Stay calm and avoid reacting emotionally
• Focus on facts and evidence rather than personal opinion
• Allow time for parents to express concerns fully
• Suggest practical solutions or next steps
• Be prepared to follow up after the conversation

Handling difficult talks in a respectful and problem-solving manner preserves trust and keeps the focus on the child’s needs.

Cultural Awareness and Inclusion

Families come from varied cultural backgrounds, and these can influence their views on SEND, education, and communication. Being culturally aware means recognising these differences and adapting your communication style to avoid misunderstandings.

Good practice includes:

• Learning about cultural views on disability
• Using interpreters where language is a barrier
• Being sensitive to family customs or traditions during discussions
• Avoiding assumptions based on stereotypes

Inclusive communication reinforces the message that all families are valued and respected within the setting.

Reflecting on Your Practice

Self-reflection helps you improve the way you liaise with parents and carers. This involves looking back on previous meetings, assessing what went well, and identifying areas to improve.

Reflection may include:

• Reviewing how you handled challenging questions
• Considering if your tone and language were supportive
• Checking if you gave parents enough opportunity to speak
• Noting any follow-up actions you need to complete

By reflecting regularly, you develop stronger professional skills and adapt your behaviour for better outcomes.

Professional Boundaries

Maintaining professional boundaries is important for a healthy working relationship. It means keeping the connection focused on the child’s needs without becoming overly involved in family matters that do not relate to your role.

Boundaries may include:

• Avoiding oversharing personal details
• Not offering medical or legal advice unless qualified
• Being friendly but not allowing personal bias to influence decisions
• Respecting the parents’ autonomy while offering guidance

Clear boundaries protect both you and the family, ensuring interactions remain appropriate.

Supporting Parents Emotionally

SEND discussions can be emotionally charged for parents or carers. They may feel worry, frustration, or sadness about their child’s challenges. Part of your professional skill involves supporting them emotionally without making promises you cannot keep.

You can support them by:

• Offering reassurance based on the child’s strengths
• Pointing them towards support groups or resources
• Being patient during emotional moments
• Using a calm, consistent tone

By recognising these emotional needs, you help create a positive atmosphere for problem-solving and planning.

Continuing Professional Development

Your skills grow with ongoing learning. This is particularly important in SEND where care strategies, interventions, and legislation may change over time. Keeping yourself informed helps you provide accurate and current information to parents and carers.

Actions for development:

• Attend SEND-specific training courses
• Read updates from reliable organisations and government sources
• Engage in peer discussions and share good practice
• Learn from case studies and real examples within your setting

Development of your skills shows commitment to quality care and strengthens relationships with families.

Record Keeping and Follow-Up

Parents value consistent follow-up after discussions about SEND. Making clear records of what was discussed helps ensure plans are acted upon and progress is tracked.

Good record keeping includes:

• Date and content of meetings
• Key points raised by parents
• Actions agreed and deadlines
• Notes from professionals involved

Follow-up communication can be in writing or a quick conversation. It maintains transparency and demonstrates care and commitment.

Final Thoughts

Your professional skills and behaviour greatly influence the relationship you have with parents or carers of children with SEND. Professionalism is about more than meeting standards or following rules. It is about showing genuine respect, empathy, and commitment to partnership. Communication, confidentiality, and collaborative working are at the heart of this process.

By reflecting on your practice, committing to professional development, and approaching discussions with patience and sensitivity, you can build strong, trusting relationships with families. This trust allows parents to feel confident in your abilities and willing to work together for the benefit of the child. When your behaviour is consistent, respectful, and informed, it supports not only the child’s progress but the wellbeing of the entire family.