CITB Handling Difficult Situations

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 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:

• 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 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 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