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I agree with you.
If children see that you are too soft, they take advantage of it and don't take things seriously. In my opinion, being firm, but friendly helps a lot when it comes to handling young learners.
Also, I think that Maria should ask them to put their hands up when they have a question or when they have to answer. It's a good way of teaching them to be respectful towards their mates and it also helps the teacher to easily focus on what they have to say.
Using their names is also very useful when trying to control them - I create funny badges together with my children and they really enjoy wearing them.

I think that Maria should include in her action plan an attitude that makes her feel the children and be sure about what she is going to do. The children feel you when you are not firm...What do you think?