Asano, who has Japanese background, has just got certificate III and has been employed at Little.ly Early learning centre for a week. She works in the Toddler's room with three other educators.

Alex, one of the Australian-born parents, complained to Lily about Asano's attitude.

Alex said that whenever she comes to pick up her three-year-old son Jacob, she wants to discuss Jacob's day and the activities he had undertaken but the way Asano talks is difficult to understand.

Alex said that she speaks too fast and mumbles sometimes. Also, during the conversation, Asano avoids maintaining eye contact, which gives her mixed signals as if Asano isn't interested in the conversation.

After discussing this with Alex, Lily set up a meeting with Asano during the children's sleep.

After the meeting with Lily, Asano meets Alex again when she picks up Jacob. Asano implements the strategies discussed with Lilly to resolve differences, taking account of diversity considerations to avoid similar issues in the future.

Asano is cleaning the table.

Lily approaches Asano and asks: Hi Asano, when you finish cleaning, please come to me, we need to have a short meeting relating to the communication with parent.

Asano: Of course, Lily. Let's sit over here _________________________________

Lily: After a week working in this room, how do you feel?

Asano: ______________________________________________________________________

Lily: Is there any difficulty with daily task which you need support?

Asano: ______________________________________________________________________

Lily: Yesterday did you have a conversation with Alex, Jacob's mother? Can you tell to me what has happened?

Asano: ______________________________________________________________________

Lily: Alex told me that she found difficulty to understand what you said because you spoke too fast and mumbles sometimes. Also, Alex felt that you might not interested in talking with her because you didn't look into her eyes during the conversation. Is there any reason behind the avoidance of maintaining eye contact? I notice that you haven't looked into my eye while talking with me.

Asano: ______________________________________________________________________

Lily: How about the "speaking too fast"? Do you think that you spoke too fast or is there any reason behind?

Asano: ______________________________________________________________________

Lily: Do you recognise how Alex felt and why?

Asano: ______________________________________________________________________

Lily: What do you think you should do to solve this misunderstanding with Alex as well as other parents?

Asano: ______________________________________________________________________

____________________________________________________________________________

Lily: Let's use your strategies whenever you communicate with parents. Do you need my help when seeing Alex next time?

Asano: ______________________________________________________________________

Lily: Thanks Asano. Let me know if you need any support!

Asano