Course CodeVBS107Fee CodeS3Duration (approx)100 hoursQualificationStatement of Attainment Learn to manage staff Lesson Structure There are 10 lessons in this course: Human behaviour Individual and group behaviour Perception Gestalt theory of perception Influences on perception: behaviour, appearance, expectations, primary effect, attribution, schemas Perception and reality Selective attention Central traits Attribution Kelley's theory of attribution Changing perceptions Defence mechanisms Psychologically healthy individuals Influences on human behaviour Socialisation Family influence Influence of school Influence of peers Influence of society Workplace communications Communication defined Variables affecting communication: context, nature and quality of the transmitted message and the received message Effective communication Listening effectively Giving clear instructions Workplace conditions Unions Duty of care Workplace safety Costs of illness and injury Lifting and manual handling Protective equipment Workplace bullying and violence Workplace design; physical and psychological factors Colour Office landscaping Controlling Operations Supervising staff: listening, informing, leading Managing a project Applying standards Monitoring performance Regulating progress Giving directives and introducing change Dealing with contingencies Developing contingency plans Problem solving methodology Stock control Quality control Production control Labour utilisation control Financial control Recruitment and Induction Advertising a position Interviewing Interview guidelines Interview questions Types of questions Staff training Responsibilities of a trainer Factors affecting learning: Attention, intelligence, self esteem. etc How we learn Memory Assessing training needs Sources of information for a needs assessment Communication skills for trainers Body language Reasons that people do not learn -communication barriers Developing conversation Effective questioning Motivating learners Principles of learning Adult learners Work teams Conformity -Heiders Balance Theory Different styles of handling conflict Delegation Delegation situations: High Experience/Low Motivation; High Experience/High Motivation etc Conflict handling tequniques Dealing with anger (in yourself and in others) Negotiation Joint problem solving approach Mediation Negotiation problems Positive Discipline Static and dynamic principle Giving praise Enforcing rules The disciplinary interview Changing behaviour -classic and operant conditioning Reinforcement Punishment Grievances and Complaints Detecting a problem Guidelines for dealing with grievances Reducing grievances Applying the formal problem solving technique Monitoring and Reporting Monitoring performance Observation Regular review Scheduled evaluations Report writing Work study Techniques of work study Work measurement