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UID:842@m25lib.org.uk
DTSTART;TZID=Europe/London:20201118T103000
DTEND;TZID=Europe/London:20201119T120000
DTSTAMP:20201105T125942Z
URL:https://www.m25lib.org.uk/events/managing-student-behaviour-tg4-msb-2/
SUMMARY:Managing Student Behaviour [TG4/MSB]
DESCRIPTION:Students are often under financial\, professional and personal 
 pressure\, and this can be reflected in their behaviour towards staff. Uni
 versity staff find themselves worrying about coping with strong emotion\, 
 challenging behaviour and noncompliance.\n\nProgramme:\n\nWednesday 18 Nov
 ember\, 10.30am-12pm\n\nProblems and Principles\n\n 	Intros: I hate it whe
 n…\n 	Chat: listening debrief\n 	Talk: categorisation and summary\n 	Cha
 t: Discussion: reasons for behaviour\n 	Group work: Advocacy\n 	Debrief: G
 ood general principles\n 	Talk: Starting well—the 3 S’s\n\nWe start wi
 th an exercise which makes clear why people can sometimes behave badly\, a
 nd establishes values for a good conflict-free approach. Having establishe
 d basic values\, the course goes on to look at potential areas of conflict
  between the client and the librarian. First\, we look at beginnings – w
 hat kind of environment the student encounters when entering the library i
 n terms of layout\, signage\, and other signals. This leads into a discuss
 ion about effective voice and body language for creating a positive encoun
 ter\n\nThursday 19 November 10.30am-12pm\n\nPractical Techniques\n\n 	Grou
 p work: delivering criticism\n 	Chat: cultural differences\n 	Group work: 
 dealing with strong emotion\n 	Debrief: defusing situations\n 	Talk: shutt
 ing down encounter—gears\n 	Chat: finishing gracefully—dessert/coffee\
 n\nNext\, we look at how to successfully deliver difficult information\, e
 .g. criticism for talking in the library. In a series of exercises we look
  at delivery of ‘clean communication’ to get willing compliance from t
 he library-user. After a short session on cultural differences in communic
 ation\, we go on to see how to defuse strong emotion and complaints. Only 
 then do we go on to a method to use when positive resolution is impossible
 : the gears technique. The day finishes with a quick look at ‘closing’
  techniques: how to end encounters which are going on too long.\n\nInforma
 tion for joining:\n\n 	This session is virtual and will run via Zoom. Once
  your booking has been confirmed\, joining instructions will be emailed th
 e day before the event.\n 	The trainer is Ash Charlton -https://www.acetra
 iningcourses.co.uk/\n\nCost\n£45.00 members\n£63.00 for other institutio
 ns.\nThis course will be run over two mornings\, each lasting 90 minutes. 
 Fees cover the cost of attending both dates.\n\nCancellations less than on
 e week before the event will be charged a 50% cancellation fee. In the eve
 nt of a ‘no-show’ on the day\, the full fee will be charged.\n\n*THIS 
 EVENT IS NOW FULL. NEW BOOKINGS WILL BE ADDED TO A WAITING LIST* To book a
  place on the waiting list\, please use our online booking form. 
CATEGORIES:cpd25 Events
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