Presents a format for designing and running workshops to train personnel employed in positions of high customer contact, focusing on the practice of patron contact skills, i.e., communication with problem patrons. Describes opening exercises, attitude exploration, integration skills and attitudes, stress management, and evaluation. (WAS)

Counselors are being challenged to expand their role in the school community. This article discusses use of workshops to teach specific skills applicable to the participants' setting. Specific focus is determined by participant needs and counselor skills. (JAC)

This handbook, written for counselor educators, first presents a brief overview of the Special Training Project on Counseling the Aging, funded by the Administration on Aging to produce training materials on counseling the elderly for use in preservice or inservice programs. The remainder of the handbook serves as a guide for conducting and…