Handling Difficult Situations
CITB Approved
Course:
The purpose of this course is to enable the delegate to develop knowledge and understanding of the role and responsibilities of a team leader and be able to improve personal performance.
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.
£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!”
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Did you know?
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.