From the The Wakanheza Project: "Have you ever been in a public place like a grocery store ... and seen a parent struggling with their children, trying to keep them in line and well behaved? Have you watched that situation escalate? Did you wonder then ... what you could have done? Have you ever BEEN that parent?"
Well I have been that parent! Actually, for me it happened at the Huntington Library--a place to which I am reluctant to return. But anyway. The Wakanheza project (pronounced 'wah-CON-juh') "is a community-wide effort [begun in Ramsey County, MN] that provides tools and strategies to help us effectively respond in these every-day situations ... creating welcoming environments for our children, young people (teens), and families."
I can't do their principles justice in one blog post, but I encourage everyone to watch their video, Lending a Hand. You'll come away better armed to deal with the stresses of every day situations.
The project is especially geared toward organizations, such as museums, schools, and community centers (libraries too) that want to create a welcoming atmosphere, but everyone can apply these simple tactics. And you can download their materials for free.
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