Cambridge University Library Staff : Managing People Through Difficult Situations

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This course is designed to help give you confidence when managing people through difficult situations, to hone your skills further and highlight any areas that may require further development.

Outline:

Difficult? - Understanding difficulty - What can cause difficult behaviour/performance issues? - Developing empathy/Stepping back - Personality Style: Difficult or just Different? - Difficult situations: examples

Feedback - Purpose and Pitfalls - The four feedback factors - Giving feedback effectively

Behaviour/Performance Management - Managing difficult behaviours: Foundations - The One-to-One: The CHANGE model - Approaches to difficult people and situations - Handling defensiveness - Know when to involve HR

Action Planning.

The course is designed for any manager (within Cambridge University Libraries staff) who may have to deal with issues with staff performance or behaviour.

One Day Workshop