Embracing the ‘C’ Word: Building a culture of open feedback in early childhood services

If I had one wish as an early childhood professional, it would be to genuinely understand what parents are thinking. Imagine having the insight depicted in the movie “What Women Want,” but tailored specifically to “What Parents Want.” With such insight, addressing parental concerns, questions, or even dare I say it complaints, would be effortless.

However, let’s pause there. The term “complaint” itself seems to carry a negative weight, creating barriers rather than bridges. Perhaps it’s the ‘C’ at the start of the word that makes it seem harsh. Maybe a playful variation like “chomplaint” would lighten the load, making the act of sharing concerns less intimidating.

At Empower Early Learning Group, we don’t have superpowers, but we have something arguably just as impactful: a strategic commitment to fostering open communication. We actively encourage families to share their thoughts, ideas, concerns, and, yes, even complaints, understanding fully that discomfort often precedes meaningful growth.

It genuinely troubles me when parents feel compelled to start conversations with qualifiers like, “This isn’t a complaint, but” my immediate response is always to reassure them: “You have every right to voice your thoughts without justification or apology.” Every observation, suggestion, and feedback, even every “chomplaint” is essential for our continuous improvement and pursuit of excellence.

This commitment to openness and reflection is evident in the dialogues currently shaping our practice, which include:

• Mealtimes and nutrition
• Scheduling of events and visits
• Recognising and valuing children’s identities and names
• Respecting and uplifting our image of the child
• Ensuring body safety and awareness

Remarkably, each of these conversations began with a hesitant “This is not a complaint,” yet each has driven meaningful change and improvement. This culture of openness has led to heartfelt feedback from families, such as:

“I am honestly shocked so far and so happy she’s making progress! She told me today she’s been having lunch with you and Pumpkin soup was so yummy, it’s definitely a good start!” 

“You know, as horrible as it is seeing what has been in the news, I take comfort in the fact that I didn’t feel like I had to have any serious conversations with the centre. I’m not a stranger to asking uncomfortable questions so knowing that I immediately felt safe leaving my girl with you all, even after all the racing thoughts, is a testament to every single one of you. Thank you for all that you do. I simply can’t say this enough.”

Families are not merely stakeholders, they are essential partners and assets in early childhood education. It is our professional responsibility to create environments where families feel comfortable sharing their perspectives.

Here are practical steps early childhood professionals can take to foster a culture of open, honest dialogue:

• Reframe “complaint” as “chomplaint” to reduce negative connotations.
• Close emails and correspondence with invitations like “What are your thoughts?”
• Regularly ask families face-to-face, “Is there anything you’d like me to know?”
• Encourage relaxed, informal discussions during drop-offs and pick-ups.
• Engage families in conversations about relevant news events and educational practices.
• Share your reflective practices, ideas, and upcoming initiatives openly with families.
• Invite family participation in team meetings or discussions.
• Include families in policy reviews, particularly those directly impacting them.

Reflective questions for early childhood professionals:

• How genuinely do you value family input?
• Does the term “complaint” hinder open dialogue in your service?
• How can you further embed a culture of openness and transparency?

Let’s commit to breaking down barriers, embracing the value of every “chomplaint,” and continuously building meaningful partnerships with the families we serve.

Jessica Azar is an Early Childhood Teacher, working as a Director at Empower Early Learning Group. Jessica hold’s her bachelor of Teaching 0-5.