Handling difficult situations
Overview
Duration
14 guided learning hours
Purpose/scope
The purpose of this standard is to enable the delegate to develop knowledge and understanding of handling difficult situations regarding performance, discipline, conflict, stress and diversity as required by a practising or potential site supervisor.
Scope:
- using assessment, active listening and feedback to manage the performance of team members on site
- managing poor performance and discipline of team members on site
- managing conflict on site
- identifying and managing work-related stress
- managing a diverse workforce
Occupational relevance
Training delivered against this standard would be relevant to the following occupational groups: supervision, management and leadership.
Delegates pre-requisites
There are no delegate pre-requisites as part of this standard.
Instruction/ supervision
As a minimum, course trainers must be able to demonstrate that, in relation to this standard, they have:
- an award in education and training (or equivalent, as per requirements for approved training organisations)
- successfully completed training to this standard (within the last 3 years)
- at least 3 years relevant industrial experience
- a verifiable CV
- knowledge of ILM VRQ learning and assessment processes (optional)
Delivery
Delivery may be in an on or off the job environment.
All materials and equipment must be of a suitable quality and quantity for delegates to achieve learning outcomes and must comply with relevant legislation.
The class size and delegate/trainer ratio must allow training to be delivered in a safe manner and enable delegates to achieve the learning outcomes. Number of delegates not to exceed 20 per trainer.
The following delivery methods may be used in the delivery of this standard: face to face; virtual.
This standard is considered to contain 51% or more theoretical learning.
This standard is considered to be set at an intermediate level.
Assessment
For the successful completion of training, delegates must complete an end of course assessment that measures all learning outcomes and meets the pass criteria for each.
The method of formal assessment considered appropriate for training delivered against this standard is by a paper of 19 questions based on one question per assessment criteria point within the learning outcomes with a bank of 2 sets of question papers. Delegates must achieve 75% correct answers to pass. For the avoidance of doubt there must be model answers for consistency.
Quality assurance
Assured
Quality assurance against this standard will require initial approval of the training organisation and their content mapped to the standard.
CITB will also conduct an approval intervention, either desk-based or centre visit, to ensure the training organisation can meet the requirements of the training standard.
Approved training organisations (ATOs) will be required to present information on records of training and assessment upon request to CITB for desk-based analysis. They will also be visited annually by the CITB quality assurance team.
Renewal
There are no mandatory renewal or recommended refresher requirements for this standard.
Classification
Lifetime (Please note standards using this classification will only be grant aided once per delegate)
Approval date
May 2022
Review cycle
On request or 5 years from approval date.
Learning outcomes
The delegate will be able to:
- explain how to use assessment and active listening and feedback to manage the performance of team members on site
- Assessment of this learning outcome must cover the delegates ability to:
- explain the practices of performance management and the role of the supervisor in performance management
- describe the value of formal and informal assessment of performance on site
- describe at least two ways to ensure fair and objective formal assessment
- explain active listening and feedback and the importance of this in improving performance
- explain how to give effective feedback on performance
- Assessment of this learning outcome must cover the delegates ability to:
- explain how to manage poor performance and discipline of team members on site
- Assessment of this learning outcome must cover the delegates ability to:
- explain why it is important to correctly identify the root cause of poor performance if it is to be managed appropriately
- explain the difference between disciplinary procedures and procedures for dealing with poor performance
- identify the organisation’s employment policies and procedures that support the supervisor in dealing with disciplinary issues
- describe at which point in the organisational procedures the supervisor should seek assistance from their line manager or human resources when dealing with the management of poor performance
- explain how a supervisor should prepare for a meeting regarding probable poor performance
- Assessment of this learning outcome must cover the delegates ability to:
- explain how to manage conflict on site
- Assessment of this learning outcome must cover the delegates ability to:
- describe the principal features of conflict and how conflict can affect individual and team performance on site
- explain one recognised technique a supervisor can use to resolve conflict
- explain how a supervisor can promote a positive atmosphere in order to minimise the adverse effects of conflict
- Assessment of this learning outcome must cover the delegates ability to:
- explain how to identify and manage work-related stress
- Assessment of this learning outcome must cover the delegates ability to:
- explain what is meant by work-related stress
- explain how work-related stress develops
- explain the responsibilities of the supervisor in ensuring the risks from work related stress are effectively managed and controlled
- Assessment of this learning outcome must cover the delegates ability to:
- explain how to manage a diverse workforce
- Assessment of this learning outcome must cover the delegates ability to:
- explain at least two benefits of an inclusive working environment to the organisation
- describe the role and responsibilities of a supervisor in promoting equality and diversity
- provide an example of inappropriate behaviour in relation to equality and diversity and explain how it should be addressed by a supervisor
- Assessment of this learning outcome must cover the delegates ability to:
Additional information about this standard
This training standard is derived from the ILM Level 3 in Leadership and Management Practice for the Construction and Built Environment Sector, unit 8626-303 Handling Difficult Situations.