Handling Difficult Situations

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.

Handling Difficult Situations

Available onsite and online

CITB Registered Employers can claim £240 for each delegate successfully completing this course and its assessment.

Guided Learning Hours

14 hours which are delivered as 2 days (virtual or face-to-face) plus pre- and post-work.


A Question and Answer paper completed at the end of Day 2.

Learning outcomes

The delegate will be able 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
  • 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
  • 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
  • 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
  • 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


Contact Keystone today: lee.baker@keystonetrainingltd.co.uk / 07432 448017

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Call 0330 133 8190 or email hello@keystonetrainingltd.co.uk