'I understand students' reactions better now'

Farida Kharmich is a facilities manager at Summa. "In the past, tasks were divided: you had the concierge and the receptionist. Now we're all in one: receptionist, host/hostess, and supervisor. We're visible, the point of contact for everyone. So it's helpful to have good pedagogical and communication skills."

22 years ago, she started at Summa as a receptionist/telephone operator; now she is a facilities service provider. “You do occasionally have to deal with students who don't follow the rules, are angry, or react aggressively. It is important to remain calm and respectful.” With a student of, for example, Turkish, Moroccan, or Somali descent, she always starts with as-salamu alaykum, an Arabic greeting. “That works perfectly; it breaks the ice.”

Farida took the training in Communication and Pedagogical Skills for Educational Support Staff. She found the explanation about the adolescent brain particularly interesting. “I understand students’ reactions better now. As a result, I can respond to them better.” The knowledge she gained also helps her in her role as a student supervisor for students studying at Summa Facilitair and interning at Summa itself. “It’s really fun work; I would like to develop myself further in this field.”