Modification History
LGACOMP008A Release 2: Layout adjusted.
LGACOMP008A Release 1: Primary release.
Unit Descriptor
This unit covers dealing effectively with conflict, both in the workplace and outside the organisation. The unit outlines the knowledge and skills required to assess potential conflict situations and deal appropriately with the situation to achieve a resolution. The unit is suitable for all people working within the organisation.
Application of the Unit
This unit supports the attainment of skills and knowledge required for competent workplace performance in councils of all sizes. Knowledge of the legislation and regulations within which councils must operate is essential. The unique nature of councils, as a tier of government directed by elected members and reflecting the needs of local communities, must be appropriately reflected.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a Unit of Competency |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the Range Statement. Assessment of performance is to be consistent with the Evidence Guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Assess potential conflict situations |
1.1 Signs, stages and possible causes of conflict are identified and anticipated. 1.2 Appropriate responses are evaluated against organisational procedures and legal requirements . 1.3 Additional information is identified and sought as required to assist in the assessment of the conflict situation. |
2. Implement conflict resolution strategies |
2.1 Factors and issues relevant to the conflict are clarified. 2.2 Strategies for dealing with conflict situations are developed in accordance with organisational procedures. 2.3 Assistance is sought as required and is appropriate to the person's skill and responsibility. 2.4 Options for resolution of the conflict are identified which allow for constructive responses to be negotiated. 2.5 Negotiation techniques are used to maintain positive interaction and to divert and minimise aggressive behaviour. 2.6 Effective communication techniques are used to ensure understanding of information received or relayed. 2.7 Social and cultural differences are taken into account in the negotiation style and approach taken. 2.8 Mutual agreement to the situation and its resolution is confirmed and follow up action is agreed upon by all parties. 2.9 Systems, records and reporting procedures are maintained according to organisational procedures. |
3. Evaluate response and outcome |
3.1 Effectiveness of response is evaluated and reviewed according to information available and organisational practices. 3.2 Accurate and constructive observations of incidents are provided in reviewing and debriefing the situation. 3.3 Records and reports are provided and maintained according to organisational requirements. 3.4 Effects of stress are recognised and addressed through stress management techniques and debriefing. |
Required Skills and Knowledge
This describes the essential skills and knowledge and their level, required for this unit |
Required Skills |
|
Required Knowledge |
|
Evidence Guide
Overview of assessment requirements |
A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated. |
Critical aspects of evidence to be considered |
The demonstrated ability to:
|
Context of assessment |
Competency is demonstrated by performance of all stated criteria, with particular attention to the critical aspects of evidence and the knowledge and skills elaborated in the Evidence Guide, and within the scope of the Range Statement. Assessment must take account of the endorsed Assessment Guidelines in the Local Government Training Package. Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment. Assessment should reinforce the integration of the key competencies for the particular AQF level. Refer to the key competency levels at the end of this unit. |
Relationship to other units (prerequisite or co-requisite units ) |
To enable holistic assessment this unit may be assessed with other units that form part of the job role. |
Method of assessment |
The following assessment methods are suggested:
|
Evidence required for demonstration of consistent performance |
Evidence should be collected over a set period of time that is sufficient to include dealings with an appropriate range and variety of formal and informal situations, involving different types of problems and clients. |
Resource implications |
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace. |
Range Statement
The Range Statement relates to the Unit of Competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the Performance Criteria is detailed below. |
|
Causes of conflict may include: |
|
Legal requirements may include: |
|
Negotiation techniques may include: |
|
Communication techniques may include: |
|
Social and cultural differences may include: |
|
Unit Sector(s)
Common