As a member of the admininistration staff dealing with parents, visitors, outside agencies etc, you will sometimes find yourself facing a difficult situation for which you are not prepared. You may be presented with unexpected hostility or criticism, or an emotional outburst, or refusal to listen, or aggressive demands. These encounters can leave you feeling upset and undermined.

Here is an opportunity to learn some skills and strategies which will help you to manage these difficult encounters with confidence.

Through a variety of exercises, discussion and activities, you will find out how to put into practice what you have learnt and will return to work with enhanced confidence in your ability to handle challenging situations.