Unit of competency details

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.

ELEMENT 

PERFORMANCE CRITERIA 

1 . Identify the cause of conflict 

1.1 The conflict situation , including the cause , is analysed and the position of each party established.

1.2 Steps are taken to prevent the escalation of the conflict, in accordance with organisational procedures.

1.3 All points of view are encouraged, accepted and treated with respect.

1.4 Factors and issues relevant to the situation are identified, clarified and confirmed using appropriate communication techniques .

1.5 Proceedings to settle the dispute/conflict in accordance with legislation, organisational policy and procedures  are initiated with minimal delay.

2 . Establish and implement strategies for dealing with conflict 

2.1 All parties involved in the conflict are encouraged to take shared responsibility for finding a solution to the situation.

2.2 The strategy is selected for resolution, taking account of social and cultural differences  and consistency with organisational policies and procedures.

2.3 Assertive feedback is provided to the parties and constructive feedback is accepted from the parties non-defensively.

2.4 Outcomes are agreed that meet individual, organisational and legislative requirements.

2.5 Assistance  is obtained where necessary in accordance with organisational policy and procedures.

3 . Evaluate response and outcome 

3.1 Records and reports are maintained in accordance with legislation, policy and procedures.

3.2 Accurate and constructive observations of incidents are provided in reviewing and debriefing the situation.

3.3 Effectiveness of response is evaluated and reviewed in accordance with organisational policy and procedures.

This section describes the essential skills and knowledge and their level, required for this unit.

Skill requirements 

Look for evidence that confirms skills in:

• using a range of communication strategies/skills with a diverse workforce and client base including assertiveness, listening, non-verbal communication, language style, problem solving
• using problem solving to deal with unexpected issues or attitudes
• dealing with difficult situations and people
• responding to diversity, including gender and disability
• applying procedures relating to occupational health and safety and environment in the context of conflict resolution

Knowledge requirements 

Look for evidence that confirms knowledge and understanding of:

• legislation, regulations, organisational policies, procedures and guidelines relating to conflict in the public sector workplace
• types of conflict in the workplace and typical causes
• conflict theory including signs, stages, levels, factors involved, results
• group processes and roles people play
• organisational structures and workplace culture
• different social and cultural practices
• conflict resolution skills and strategies
• personal power and positional power
• grievance procedures in the public sector
• equal employment opportunity, equity and diversity principles
• public sector legislation such as occupational health and safety and environment in the context of conflict resolution

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.

Units to be assessed together 

• Pre-requisite units that must  be achieved prior  to this unit:Nil
• Co-requisite units that must  be assessed with  this unit:Nil
• Co-assessed units that may  be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:

PSPETHC401A Uphold and support the values and principles of public service

PSPGOV405B Provide input to change processes

PSPGOV406B Gather and analyse information

PSPGOV408A Value diversity

PSPGOV412A Use advanced workplace communication strategies

PSPGOV417A Identify and treat risks

PSPLEGN401A Encourage compliance with legislation in the public sector

PSPOHS401B Implement workplace safety procedures and programs

Overview of evidence requirements 

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

• the knowledge requirements of this unit
• the skill requirements of this unit
• application of Employability Skills as they relate to this unit
• conflict dealt with in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment 

These resources include:

• legislation, policy, procedures and protocols relating to conflict management in the public sector
• grievance procedures in the public sector
• strategies and guidelines for dealing with workplace conflict
• case studies and workplace scenarios to capture the range of situations likely to be encountered when dealing with conflict

Where and how to assess evidence 

Valid assessment of this unit requires:

• a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when dealing with conflict in the workplace, including coping with difficulties, irregularities and breakdowns in routine
• conflict dealt with in a range of (3 or more) contexts (or occasions, over time).

Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:

• people with disabilities
• people from culturally and linguistically diverse backgrounds
• Aboriginal and Torres Strait Islander people
• women
• young people
• older people
• people in rural and remote locations.

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:

• case studies
• portfolios
• questioning
• scenarios
• simulation or role plays
• authenticated evidence from the workplace and/or training courses

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

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.

Conflict situations  may relate to:

• conflicts among work colleagues and/or work teams
• work areas
• employees and supervisors
• customer complaints

Causes of conflict  may include:

• differences of opinion
• different ways of working
• poor communication
• competing needs
• cross-cultural issues
• racial or religious issues
• abuse of power
• workplace bullying
• customer dissatisfaction
• gender issues
• inter-generational issues

Communication techniques  may include:

• verbal and non-verbal language
• questioning and listening
• cooperative language
• appropriate use of emotions, voice and body language
• constructive feedback
• reflection
• summarising
• re-phrasing
• paraphrasing
• presenting options
• using language and concepts suited to the occasion and the other party
• showing a willingness to compromise

Legislation , policy and procedures  may include:

• State/Territory or Commonwealth legislation, regulations, organisational policies, procedures and guidelines relating to the management of conflict in the public sector, including equal employment opportunity, equity and diversity, occupational health and safety, privacy, confidentiality, anti-discrimination, harassment
• public sector standards
• codes of practice
• codes of ethics
• security standards

Social and cultural differences  may include:

• beliefs and values
• social conventions
• family relationships
• codes of conduct
• cultural observances
• cross-cultural issues
• verbal and non-verbal language

Assistance  may include:

• mediators
• employee assistance providers
• advocates
• supervisors/senior staff
• colleagues