Managing challenging exchanges: Responding professionally

By Jennifer Ribarovski



National Quality Standard
QA4Staffing arrangements
QA7Governance and Leadership
Australian Professional Standards for Teachers
6Engage in professional learning
7Engage professionally with colleagues, parents/carers and the community


Jennifer Ribarovski
Jennifer Ribarovski has over 30 years' experience in the education sector, including playing a key role in the implementation of the National Quality Framework for both the NSW Regulatory Authority and the Australian Children’s Education and Care Quality Authority (ACECQA).


Emphasising the importance of professional communication, this module explores strategies that educators and staff can use to address conflict and challenging exchanges within education and care services.

Educational practices and ways of doing things are usually shaped by staff members’ beliefs, values, experiences and learning. As a professional working with young children and their families, you might experience challenges and conflict at times due to differences in beliefs, values and opinions. By implementing communication strategies, you will be able to minimise negative exchanges and sustain a positive and high-quality education and care environment.


This module will help you:

  • delve deeper into your professional role as an educator and reflect on individual professional practice
  • develop organisational strategies to minimise conflict
  • understand the education and care context and apply communication strategies to address conflict and challenging exchanges.


Duration: 2 hours