'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 the Summa She worked as a receptionist/telephone operator, and now she's a facilities services provider. "You often encounter students who don't follow the rules, get angry, or react aggressively. It's important to remain calm and respectful." When dealing with a student of Turkish, Moroccan, or Somali descent, for example, she always begins with "as-salamu alaykum," an Arabic greeting. "That works perfectly; it breaks the ice."

Farida followed the training Communication and pedagogical skills for educational support staffShe found the explanation of the adolescent brain particularly interesting. "I understand students' reactions better now. This allows me to respond to them more effectively." The knowledge she's gained also helps her in her role as a student counselor for students enrolled in programs at Summa Facilitair and doing internships at Summa itself. "It's really great work, and I'd love to develop further in that area."