Conflict and confrontation are becoming more commonplace in school, not just with pupils, but also with parents and colleagues. This interactive course helps the Head of Year in a number of ways by learning more about one's own motivations which may lead to better empathy with others, by practising and evaluating our own and others' listening and communication skills, by looking at the mananagement of both our own and others' anger, and finally by learning negotiation and mediation strategies to achieve a win-win situation.