Modification History
PSPGOV411A Release 2: Layout adjusted. No changes to content.
PSPGOV411A Release 1: Primary release.
Unit Descriptor
This unit covers the requirements for handling difficult interpersonal situations and addressing the conflicts that may arise in day-to-day work activities. It includes identifying the cause of conflict, establishing and implementing strategies for dealing with conflict and evaluating the response and outcomes. It does not include formal negotiation, counselling or mediation.
In practice, dealing with conflict may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, applying government processes, gathering and analysing information, using advanced 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:
- PSPGOV314A Contribute to conflict management
- PSPGOV508A Manage conflict
- PSPHR603B Provide advisory and mediation services
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 . 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. |
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 |
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:
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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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Communication techniques may include: |
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Legislation , policy and procedures may include: |
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Social and cultural differences may include: |
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Assistance may include: |
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Unit Sector(s)
Not applicable.
Competency field
Working in Government.