Handling Difficult Situations - 2 Days

CITB Approved

Course:

The purpose of this standard is to enable the delegate to develop knowledge and understanding of handling difficult situations regarding performance, discipline, conflict, stress and diversity as required by a practising or potential site supervisor. 

At the end of the course the delegate will be able to:

Explain how to use assessment and active listening and feedback to manage the performance of team members on site.

  • Explain the practices of performance management and the role of the supervisor in performance management.

  • Describe the value of formal and informal assessment of poor performance on site

  • Describe at least two ways to ensure fair and objective formal assessment

  • Explain active listening and feedback and the importance of this in improving performance

  • Explain how to give effective feedback on performance

Explain how to manage poor performance and discipline of team members on site

  • Explain why it is important to correctly identify the root cause of poor performance if it is to be managed appropriately

  • Explain the difference between disciplinary procedures for dealing with poor performance.

  • Identify the organisation’s employment policies and procedures that support the supervisor in dealing with disciplinary issues

  • Describe at which point in the organisational procedures the supervisor should seek assistance from their line manager or human resources when dealing with the management of poor performance

  • Explain how a supervisor should prepare for a meeting regarding probable poor performance

Explain how to manage conflict on site

  • Describe the principal features of conflict and how conflict can affect individual and team performance on site

  • Explain one recognised technique a supervisor can use to resolve conflict.

  • Explain how a supervisor can promote a positive atmosphere in order to minimise the adverse effects of

    conflict.

Explain how to identify and manage work-related stress

  • Explain what is meant by work-related stress.

  • Explain how work-related stress develops.

  • Explain the responsibilities of the supervisor in ensuring the risks from work related stress are effectively managed and controlled.

Explain how to manage a diverse workforce

  • Explain at least two benefits of an inclusive working environment to the organisation

  • Describe the role of responsibilities of a supervisor in promoting equality and diversity

  • Provide an example of inappropriate behaviour in relation to equality and deiversity and explain how it should be addressed by the supervisor.

Price: £284 + VAT

Testimonials:

“The whole programme was facilitated in a highly professional manner. Laura has a true ability to speak to her audience and find the right balance of being on point to a serious subject and keeping everyone engaged with humour.”

“Excellent execution.”

“Best teacher ever had!”

When attending our courses, CITB levy payers can claim back some of the costs invested in training. As an approved CITB organisation we can further assist you by applying for these grants on your behalf. 

If you are interested in any of our courses, or would like to have more information, please get in touch or call our office on 01948 871 373 and speak with one of our professional and friendly team.