Schools sometimes fail to respond promptly to hateful acts and at other times respond in ways that seem unfair to students. Sometimes quick, unpopular and unexplained responses seem necessary for safety. But if administrators do not subsequently explain those circumstances to students, and if students do not believe that their voices are being heard in times of high tension, the tensions will continue to build.

After schools have addressed safety concerns and begun an investigation of the incident (see also Focus on Safety First and Get the Facts), the following steps will help strengthen confidence in school leadership. Whenever possible, begin these steps on the day of the incident:

• Issue a statement. After addressing safety concerns and beginning an investigation of the incident (see also Focus on Safety First and Get the Facts), write out a simple response statement denouncing the hateful act and reiterating the school's commitment to a respectful, safe environment for all students. (see also Model First Response Statement) Read the first response statement aloud to all students before the end of the day. The principal or administrator in charge should do this, as his/her leadership will be another signal to students that the matter is important and under control.

• Keep parents informed. Urge students to discuss the incident with their parents and let them know that they, too, will be kept informed about the incident and given an opportunity to respond. If possible, distribute copies of the first response statement to all students to take to their families.

• Designate one individual to handle outside inquiries. Keep that person updated on all developments, and route related phone calls to her or him.

• View the media as allies. They can help disseminate accurate information about what has happened and the positive steps the school is taking in response. During interviews or press conferences, give reporters copies of all statements that you give to students and ask them to include these in their stories. Keep in mind that, as members of the school community, students deserve to hear news of the incident before the media receive and broadcast it.

• Address faculty and staff concerns. Set up an emergency meeting to discuss the incident with all administrators, teachers and support staff (including receptionists, cafeteria workers, bus drivers, custodians, etc.). Meet at the earliest possible time — before school the next morning, if possible, and definitely within the next two days.

• Encourage respectful behavior. At the end of the day, ask students to leave the building quietly, to be especially conscious of showing respect to all students and staff, and to honor a "no retaliation" commitment. Emphasize that responding in kind to violence or harassment only increases the danger to everyone.