BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.4.5//EN TZID:Europe/London X-WR-TIMEZONE:Europe/London BEGIN:VEVENT UID:1060@m25lib.org.uk DTSTART;TZID=Europe/London:20261112T100000 DTEND;TZID=Europe/London:20261112T130000 DTSTAMP:20261008T084505Z URL:https://www.m25lib.org.uk/events/managing-student-behaviour-tg4-msb-6/ SUMMARY:Managing Student Behaviour [TG4/MSB] - FULL DESCRIPTION: \;\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. In this 3-hour online workshop\, we will examine approaches to managing student behaviour supportively and col laboratively\, while maintaining an appropriate environment for learning a nd teaching support. \n\nProgramme:\n\nProblems and Principles\n\n Intro s: I hate it when…\n Chat: listening debrief\n Talk: categorisation an d summary\n Chat: Discussion: reasons for behaviour\n Group work: Advoca cy\n Debrief: Good general principles\n Talk: Starting well—the 3 S’ s\n\nWe start with an exercise which makes clear why people can sometimes behave badly\, and establishes values for a good conflict-free approach. H aving established basic values\, the course goes on to look at potential a reas of conflict between the client and the librarian. First\, we look at beginnings – what kind of environment the student encounters when enteri ng the library in terms of layout\, signage\, and other signals. This lead s into a discussion about effective voice and body language for creating a positive encounter\n\nPractical Techniques\n\n Group work: delivering cr iticism\n Chat: cultural differences\n Group work: dealing with strong e motion\n Debrief: defusing situations\n Talk: shutting down encounter— gears\n Chat: finishing gracefully—dessert/coffee\n\nNext\, we look at how to successfully deliver difficult information\, e.g. criticism for tal king in the library. In a series of exercises we look at delivery of ‘cl ean communication’ to get willing compliance from the library-user. Afte r a short session on cultural differences in communication\, we go on to s ee 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 e nd encounters which are going on too long.\n\n“Brilliant session\, I lau ghed a lot and had such a fantastic time\, I would happily attend another one of these". Attendee\, November 2025\n\n“A fantastic session! Really appreciated that the suggestions and discussions were grounded in reality\ , rather than theoretical”. Attendee\, November 2025\n\nTrainer:\n\nAsh Charlton\, Creative Director at Ace Training\, has been delivering useful and enjoyable training courses for over 20 years.  His clients include un iversities\, charities\, local authorities\, central government and the UN . He specialises in ‘people skills’ such as Customer Care\, Empowering Staff\, Emotional Intelligence\, Time Management\, Diversity and Cultural Awareness - for a complete list\, go to www.acetrainingcourses.co.uk.\n\n Information for joining:\n\n This session is virtual and will run via Zoo m. Once your booking has been confirmed\, joining instructions will be ema iled the day before the event.\n Electronic CPD attendance certificates c an be provided on request. Please request via cpd25@london.ac.uk\n\nCost\ n£25 members\n£50 for other institutions.\n\nCancellations less than one week before the event will be charged a 50% cancellation fee. In the even t of a ‘no-show’ on the day\, the full fee will be charged.\n\n*THIS E VENT IS NOW FULL AND A WAITING LIST IS AVAILABLE*\n\nTo book a place on th e waiting list\, please use our online booking form. Remember to include a purchase order number if required for payment. CATEGORIES:cpd25 Events END:VEVENT BEGIN:VTIMEZONE TZID:Europe/London X-LIC-LOCATION:Europe/London BEGIN:STANDARD DTSTART:20261025T010000 TZOFFSETFROM:+0100 TZOFFSETTO:+0000 TZNAME:GMT END:STANDARD END:VTIMEZONE END:VCALENDAR