When asked by Director Kate why Mrs Brown and Max were upset when leaving, educator Zennie responds.

'Well Mrs Brown is always busy and stressed and Max has a habit of leaving clothes, socks and shoes wherever he takes them off. Mrs Brown was angry about a missing sock. I do try to look at things from the parent's perspective, but really, a missing sock just isn't even on my radar. She needs to realise Max is only one of many children we care for each day! Mrs Brown can be so rude and demanding. Every day she rushes in and rushes out. She never stops and chats.

Kate listens to Zennie without comment. Kate is concerned that Zennie's comments are unprofessional and lack empathy for Mrs Brown who is a busy working mother.

Kate emails Mrs Brown and apologises. She asks if Mrs Brown could meet with her at a time convenient to her.

Kate meets with Mrs Brown the next afternoon, she apologies again for what occurred yesterday afternoon, and thanks her for meeting with her. Kate asks Mrs Brown to tell her what happened, and Kate nods her head and says mmm while listening. Kate asks Mrs Brown to explain how she is feeling and what she would like to happen in the afternoons. Kate listens as Mrs Brown talks, and then recaps saying 'From what you have said I am hearing that you are frustrated that the time you want to spend with Max is being spent finding lost clothing instead',Kate makes sure that her body language is open and welcoming. She empathises stating,'I can see how stressful that would be for you.'

Kate shares with Mrs Brown the new strategies they have just implemented with all of the children including Max; they have a new sock and shoe basket that goes outside and are encouraging all of the children to put their shoes and socks in the basket, they also have a shoe and sock hunt before they go inside. Kate has noticed that Max has been wearing different shoes each day and wondered if he might be forgetting what shoes and socks are his? She asks Mrs Brown What are your thoughts on this? Would you be willing to try sending Max in the same shoes every day for two weeks?

Kate has attempted to negotiate a solution with Mrs Brown. Using examples from the scenario explain the negotiation and communication skills that Kate has used.