Modification History
Release |
TP Version |
Comments |
3 |
PSP12V1 |
Unit descriptor edited. |
2 |
PSP04V4.2 |
Layout adjusted. No changes to content. |
1 |
PSP04V4.1 |
Primary release. |
Unit Descriptor
This unit covers the requirement to contribute to conflict management in the workplace between self and others, such as staff or clients. It includes recognising the presence of conflict, dealing with emotions, overcoming barriers to communication, gathering the facts, agreeing on and implementing action. It does not include managing conflict between two other parties, formal negotiation, counselling or conducting mediation.
In practice, contributing to conflict management may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, working effectively, working with diversity, using workplace communication strategies, etc.
This is one of 4 units of competency in the Working in Government and Human Resource Management Competency Fields that deal with conflict. Related units are:
- PSPGOV411A Deal with conflict
- PSPGOV508A Manage conflict
- PSPHR603B Provide advisory and mediation services
- No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Application of the Unit
Not applicable.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements are the essential outcomes of the unit of competency. |
Together, performance criteria specify the requirements for competent performance. Text in bold italics is explained in the Range Statement following. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1 . Recognise the presence of conflict |
1.1 Conflict situations and/or the potential for conflict are recognised and confirmed. 1.2 The signs, stages and causes of conflict are identified. 1.3 Conflict situations are avoided where appropriate, and assistance sought when necessary. 1.4 Records of actual/potential conflict are completed in accordance with organisational policy and procedures. |
2 . Deal with emotions |
2.1 Own behaviour and feelings about the situation are reflected on. 2.2 Own emotions are recognised and managed. 2.3 The other party's emotions are acknowledged and dealt with in a manner that prevents escalation. |
3 . Overcome barriers to communication |
3.1 Barriers to effective communication are identified. 3.2 Factors and issues relevant to the situation are identified, clarified and confirmed using appropriate communication techniques . 3.3 Third party support is sought if necessary in accordance with legislation, policy and procedures . 3.4 Social and cultural differences are taken into account in the communication style and approach taken. |
4 . Gather the facts |
4.1 The other party is encouraged to relate the facts as they see them. 4.2 Information from the other party, as well as emotions or behaviour, is assessed. 4.3 Facts from own point of view are shared with the other party objectively . 4.4 Additional information is gathered and included where possible, to ensure all perspectives are considered. |
5 . Agree on and implement action |
5.1 Strategies to solve the problem/issue are determined in consultation with the other party. 5.2 Where necessary, approval on agreed strategies is obtained in accordance with organisational policy and procedures, and strategies are implemented. 5.3 Progress is monitored with other party to confirm the effectiveness of the agreed action. 5.4 Records and reports are completed in accordance with legislation, organisational policy and procedures. 5.5 Where agreement cannot be reached on strategies for resolution, the problem/issue is referred in accordance with organisational policy and procedures. |
Required Skills and Knowledge
This section describes the essential skills and knowledge and their level, required for this unit. |
Skill requirements Look for evidence that confirms skills in:
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Knowledge requirements Look for evidence that confirms knowledge and understanding of:
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Evidence Guide
The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package. |
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Units to be assessed together |
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Overview of evidence requirements |
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
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Resources required to carry out assessment |
These resources include:
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Where and how to assess evidence |
Valid assessment of this unit requires:
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:
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For consistency of assessment |
Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments |
Range Statement
The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here. |
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Conflict situations may relate to: |
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Causes of conflict may include: |
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Conflict solutions may include: |
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Communication techniques may include: |
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Legislation , policies and procedures may include: |
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Social and cultural differences may include: |
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Strategies may include: |
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Unit Sector(s)
Not applicable.
Competency field
Working in Government.