Child Care Business Practice 101

4.4 Business and Professional Communication

Professional communication is the ability to share information clearly, respectfully, and appropriately in the workplace. It includes both what you say and how you say it, as well as how you communicate in writing.

The words you choose matter. Professional language is:

Clear and specific
Respectful and calm
Focused on facts, not opinions
Solution based

Select each button to learn communication strategies for each group.

Communication with families

A child care staff warmly greets a mother and her son at drop off. Families are the primary partners in a child care provider’s work with children. Building strong relationships with families is a key part of business etiquette and professional practice. When families feel respected, informed, and included, they are more likely to engage positively with your program.

This includes:

Greeting families in a respectful and welcoming way
Sharing daily updates clearly and honestly
Responding to concerns in a timely and professional way
Using calm, neutral language when discussing concerns
Listening to questions or concerns without becoming defensive

Even short conversations—like drop-off and pick-up—can have a lasting impact.

What does this look like?

A parent is late picking up their child. Which response shows positive business etiquette?

"You’re late again. This is inconvenient. I have to get home to my own children."

"According to our policy, late pick-ups result in a fee. Let’s review how we can avoid this in the future."

Written Communication Tip

Use standard forms or templates to communicate important information clearly and consistently. For example, a program could create a standardized form for sharing news about a child’s illness or injury, when a child must stay home, or when they can return. Include key details like what happened, what steps were taken, and what families need to do next.

Using a consistent format helps make sure information is clear, complete, and easy for families to follow.

Communication with coworkers

A group of child care staff sitting at a table and talking. Collaborative, respectful communication strengthens trust among staff and children.

This includes:

Sharing information clearly and respectfully
Being polite, respectful and considerate
Avoiding gossip or negative talk
Addressing concerns privately and appropriately

What does this look like?

Instead of saying:

“You always just take your group to the next activity without telling me or helping me with my group.”

A professional response would be:

“Can we come up with a plan for transitions to the next activity so we can support each other and the children more smoothly?”

Communication with supervisors and leadership

A child care staff talks to her supervisor in her classroom. Professional communication with directors or supervisors is also important.

This includes:

Asking questions when you are unsure
Sharing concerns in a respectful and appropriate way
Providing clear, accurate, and factual information
Following communication procedures within your program

What does this look like?

Instead of saying:
“You never listen to what we need in the classroom.”

A professional response would be:
“I’d like to share some challenges we’ve been having in the classroom. Could we set aside time to talk about possible solutions and supports?”

This approach communicates concerns respectfully, avoids blame, and invites collaboration with a supervisor.

Communication with licensing and governmental agencies

A teacher talks to her Licensing Specialist. Professional communication with licensing representatives and government agencies is essential for maintaining compliance and improving health and safety.

Programs should:

Communicate with authorized or designated individuals
Provide accurate, complete, and factual information
Respond to requests and submitting required documentation in a timely manner
Follow established reporting procedures and guidelines including, but not limited to:
- Health and safety guidelines
- Appropriate staff-to-child ratios
- Appropriate storage of materials, records, and medications

Licensing Specialists from the Office of Child Care are sometimes seen as people who are only there to enforce rules. However, their role is much broader.

Licensing specialists are partners in ensuring safe, high-quality care for children.

They:

Help programs understand and meet requirements
Provide guidance and clarification
Monitor health and safety standards
Support program improvement

When viewed as partners rather than “enforcers,” interactions become more productive and professional.

Questions for Reflection and Action

Think about a recent conversation you had with a child’s family or a coworker.

What is one specific thing you said or did that helped the conversation go well?
What is one thing you could have said or done differently to improve the interaction?