Unit of competency
Modification History
Release |
Comments |
Release 1 |
This version released with ACM Animal Care and Management Training Package Version 1.0. |
Application
This unit describes the skills and knowledge required to resolve disputes and conflict situations that may arise when working in animal control.
This unit applies to individuals who are required to manage conflict and seek resolution in their day-to-day work in the animal control and regulation sector.
No occupational licensing, legislative or certification requirements apply to this unit at the time of publication.
Pre-requisite Unit
Nil
Unit Sector
Animal Control and Regulation (ACR)
Elements and Performance Criteria
Elements |
Performance Criteria |
Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Identify the conflict situation |
1.1 Identify and define the conflict, and record details according to workplace policies and procedures 1.2 Anticipate causes of a dispute or conflict and harmful behaviour, and implement appropriate responses to prevent escalation 1.3 Identify parties involved in the conflict 1.4 Identify and analyse the issues of the conflict 1.5 Instigate proceedings to settle the dispute or conflict with minimal delay according to legislative requirements and workplace procedures 1.6 Identify situations requiring assistance and request support promptly |
2. Negotiate resolution |
2.1 Address conflict constructively and resolve using appropriate strategies according to workplace procedures 2.2 Use negotiation techniques to maintain positive interaction and to divert and minimise aggressive behaviour 2.3 Use effective communication techniques to ensure third parties understand the information received 2.4 Recognise social and cultural differences and take into account when choosing a negotiation approach 2.5 Request assistance, as required, for situations that cannot be resolved through negotiation or mutual resolution 2.6 Keep an accurate, complete and accessible record of the resolution |
3. Evaluate response |
3.1 Evaluate the effectiveness of the response and review 3.2 Use appropriate systems, records and reporting procedures to document the evaluation according to workplace procedures |
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential for performance in this unit of competency but are not explicit in the performance criteria.
Skill |
Description |
Reading |
|
Oral communication |
|
Unit Mapping Information
Code and title current version |
Code and title previous version |
Comments |
Equivalence status |
ACMACR404 Manage conflict situations in an animal control and regulation environment |
ACMACR404A Manage conflict situations in an animal control and regulation environment |
Updated to meet Standards for Training Packages |
Equivalent unit |
Links
Companion Volumes, including Implementation Guides, are available at VETNet: - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=b75f4b23-54c9-4cc9-a5db-d3502d154103