BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.4.3//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:20260907T115116Z URL:https://www.m25lib.org.uk/events/managing-student-behaviour-tg4-msb-6/ SUMMARY:Managing Student Behaviour [TG4/MSB] DESCRIPTION: \;\n\n \;\n\nStudents are often under financial\, prof essional and personal pressure\, and this can be reflected in their behavi our towards staff. University staff find themselves worrying about coping with strong emotion\, challenging behaviour and noncompliance. In this 3-h our online workshop\, we will examine approaches to managing student behav iour supportively and collaboratively\, while maintaining an appropriate e nvironment for learning and teaching support. \n\nProgramme:\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 behavi our\n Group work: Advocacy\n Debrief: Good general principles\n Talk: S tarting 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. Having established basic values\, the course goes on to look at potential areas of conflict between the client and the libra rian. First\, we look at beginnings – what kind of environment the stude nt encounters when entering the library in terms of layout\, signage\, and other signals. This leads into a discussion about effective voice and bod y language for creating a positive encounter\n\nPractical Techniques\n\n Group work: delivering criticism\n Chat: cultural differences\n Group wo rk: dealing with strong emotion\n Debrief: defusing situations\n Talk: s hutting down encounter—gears\n Chat: finishing gracefully—dessert/cof fee\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 fr om the library-user. After a short session on cultural differences in comm unication\, we go on to see how to defuse strong emotion and complaints. O nly then do we go on to a method to use when positive resolution is imposs ible: the gears technique. The day finishes with a quick look at ‘closin g’ techniques: how to end encounters which are going on too long.\n\n“ Brilliant session\, I laughed a lot and had such a fantastic time\, I woul d happily attend another one of these". Attendee\, November 2025\n\n“A f antastic 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\, ha s been delivering useful and enjoyable training courses for over 20 years.   His clients include universities\, charities\, local authorities\, cent ral government and the UN. He specialises in ‘people skills’ such as C ustomer Care\, Empowering Staff\, Emotional Intelligence\, Time Management \, Diversity and Cultural Awareness - for a complete list\, go to www.acet rainingcourses.co.uk.\n\nInformation for joining:\n\n This session is vir tual and will run via Zoom. Once your booking has been confirmed\, joining instructions will be emailed the day before the event.\n Electronic CPD attendance certificates can be provided on request. Please request via cp d25@london.ac.uk\n\nCost\n£25 members\n£50 for other institutions.\n\nCa ncellations less than one week before the event will be charged a 50% canc ellation fee. In the event of a ‘no-show’ on the day\, the full fee wi ll be charged.\n\nTo book a place\, please use our online booking form. Re member 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