Managing Difficult Situations Conflict and Security

A DVD/video-based workshop for school secretaries and receptionists

In the last three years, over 2000 school secretaries and receptionists were trained by Leapwade throughout the UK , at LEA teacher training centres and universities.

Focus of the course:-

• The public relations and security aspects of the secretary's job.
• Trainer presentations, highly realistic DVD/video scenarios and discussions to equip delegates with transferable skills and strategies to deal confidently with a variety of conflict situations.
• It examines ten difficult situations which secretaries experience and analyses the behaviours shown and the skills used. The roles on DVD/video are played by professional actors and talented drama teachers from all over the country.
• It equips them to discuss the security issues raised with their own individual headteachers to determine detailed procedures.
• Working in pairs or groups, delegates will learn how to defuse aggression and acquire the skills necessary to ensure they do not cause problems themselves by mishandling a complaint. This will reduce the risk of verbal abuse or even violence towards themselves or others.
• THERE IS ABSOLUTELY NO ROLE PLAY!

Outcomes.

The workshop will enable secretaries to: -

• analyse and improve their confidence and skills in handling
  complaints and conflict.
• define, understand and be able to use positive behaviours is dealing with upset parents and other visitors.
• see on DVD/video and analyse the positive and negative performances of
  secretaries in handling others.
• develop a 'skills' model for handling complaints and aggression.
• contribute their own thoughts to group discussion.
• greatly increase their confidence and ability to deal with anger and
  distress; be able to defuse aggression when already present; ensure they do not cause the conflict by what they say and do.
• consider security procedures in their own schools