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UID:945@m25lib.org.uk
DTSTART;TZID=Europe/London:20231101T103000
DTEND;TZID=Europe/London:20231102T120000
DTSTAMP:20231023T081442Z
URL:https://www.m25lib.org.uk/events/managing-student-behaviour-tg4-msb-4/
SUMMARY:Managing Student Behaviour [TG4/MSB]
DESCRIPTION:&nbsp\;\n\n*THIS EVENT IS NOW FULL AND A WAITING LIST IS AVAILA
 BLE*\n\nStudents are often under financial\, professional and personal pre
 ssure\, and this can be reflected in their behaviour towards staff. Univer
 sity staff find themselves worrying about coping with strong emotion\, cha
 llenging behaviour and noncompliance.\n\nThis course will be run over two 
 mornings\, the 1st and 2nd November:\n\nProgramme:\n\nWednesday 1st Novemb
 er\, 10.30am-12pm\n\nProblems and Principles\n\n 	Intros: I hate it when
 …\n 	Chat: listening debrief\n 	Talk: categorisation and summary\n 	Chat
 : Discussion: reasons for behaviour\n 	Group work: Advocacy\n 	Debrief: Go
 od general principles\n 	Talk: Starting well—the 3 S’s\n\nWe start wit
 h an exercise which makes clear why people can sometimes behave badly\, an
 d establishes values for a good conflict-free approach. Having established
  basic values\, the course goes on to look at potential areas of conflict 
 between the client and the librarian. First\, we look at beginnings – wh
 at kind of environment the student encounters when entering the library in
  terms of layout\, signage\, and other signals. This leads into a discussi
 on about effective voice and body language for creating a positive encount
 er\n\nThursday 2nd November\, 10.30am-12pm\n\nPractical Techniques\n\n 	Gr
 oup work: delivering criticism\n 	Chat: cultural differences\n 	Group work
 : dealing with strong emotion\n 	Debrief: defusing situations\n 	Talk: shu
 tting down encounter—gears\n 	Chat: finishing gracefully—dessert/coffe
 e\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 lo
 ok at delivery of ‘clean communication’ to get willing compliance from
  the library-user. After a short session on cultural differences in commun
 ication\, we go on to see how to defuse strong emotion and complaints. Onl
 y then do we go on to a method to use when positive resolution is impossib
 le: the gears technique. The day finishes with a quick look at ‘closing
 ’ techniques: how to end encounters which are going on too long.\n\nInfo
 rmation for joining:\n\n 	This session is virtual and will run via Zoom. O
 nce your booking has been confirmed\, joining instructions will be emailed
  the day before the event.\n 	The trainer is Ash Charlton -https://www.ace
 trainingcourses.co.uk/\n 	Electronic CPD attendance certificates can be pr
 ovided on request. Please request via cpd25@london.ac.uk\n\nCost\n£45.00
  members\n£90.00 for other institutions.\nThis course will be run over tw
 o mornings\, each lasting 90 minutes. Fees cover the cost of attending bot
 h dates.\n\nCancellations less than one week before the event will be char
 ged a 50% cancellation fee. In the event of a ‘no-show’ on the day\, t
 he full fee will be charged.\n\n*THIS EVENT IS NOW FULL AND A WAITING LIST
  IS AVAILABLE*\n\nTo book a place on the waiting list please use our onlin
 e booking form.
CATEGORIES:cpd25 Events
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