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Managing Student Behaviour: Resolving Conflicts [TG4/MSB2]


10:30 am - 12:00 pm

Event Type

In this workshop, we will cover how to cope with unavoidable conflicts and get win/win outcomes, as well as how to defuse strong emotion. This will be applied to specific situations suggested by participants. Finally, we will consider how to look and stay calm in these difficult situations.

Attendance at the first workshop in November 2020 isn’t necessary to join this workshop.

Session 1 Resolving Conflicts

♦ Intros: 1 thing I remember…

♦ Group work: handbag exercise

♦ Debrief: winning strategies

♦ Case studies: conflict situations

♦ Talk: looking calm

♦ Chat: specific situations

♦ Talk: defusing techniques

We begin with a quick review of key learning from previous sessions, then go into a lighthearted conflict resolution game: the handbag exercise. From this we extract and develop the essential elements of conflict resolution and apply these to real-life case studies to see how to get win/win solutions with students. We then look at how to look and sound calm when delivering these messages, as well as how to apply them to other conflict scenarios.

Session 2 Strong Emotion

♦ Chat: signs of strong emotion

♦ Group work: do’s and don’t’s

♦ Debrief: defusing strong emotion

♦ Talk: specific situations—groups etc.

♦ Chat: dealing with specifics situations

♦ Talk: methods for staying calm

After defining the signs and cues of strong emotion, we look at how to defuse the three ‘biggies’: anger, panic and sorrow. Having established best practice for these, we then apply all the course material to specific practical situations such as dealing with noisy groups, people who lie or mislead and so on: most of these will be set/suggested by participants. In all cases we will look at how to apply the skills covered on the course. Finally, we’ll take a look at how not to take this behaviour personally, and remain calm and happy in the workplace during difficult times.


Information for joining:

  • This session is virtual and will run via Zoom. Once your booking has been confirmed, joining instructions will be emailed the day before the event.
  • The trainer is Ash Charlton –
  • Electronic CPD attendance certificates can be provided on request. Please request via

£25 members
£35 for other institutions.

Cancellations less than one week before the event will be charged a 50% cancellation fee. In the event of a ‘no-show’ on the day, the full fee will be charged.

To book a place please use our online booking form. Please remember to include your PO number as bookings cannot be confirmed without this.

Booking form for M25 Members   Booking form for non-Members