Assessment Requirements for CPPDSM4056 Manage conflicts and disputes in the property industry

Release: 1

Assessment Requirements for CPPDSM4056 Manage conflicts and disputes in the property industry

Modification History

Release 1.

Replaces superseded equivalent CPPDSM4056A Manage conflicts and disputes in the property industry.

This version first released with CPP Property Services Training Package Version 5.

Performance Evidence

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also use communication techniques to manage and resolve two of the following different conflicts or disputes in a property industry context:

breakdown of communication

change of economic and commercial circumstances

differing legal concepts and changes in law

differing views of underlying facts

impact of third parties and force majeure

a person under the influence of intoxicating substances

a person with criminal intent

refusal to comply with committee or group decisions

refusal to pay for services

situations affecting the safety and security of self, others or property

technical problems or defective products.

In doing the above, the person must:

evaluate resolution process and accurately record and report facts and outcomes

apply knowledge of organisation’s practices, ethical standards and legislative requirements associated with managing and resolving conflict and disputes

negotiate conflict or dispute situations to an effective resolution where possible

use communication techniques to accurately identify causes and incidences of conflict or dispute.

Knowledge Evidence

A person demonstrating competency in this unit must demonstrate knowledge of:

conflict or dispute-resolution techniques and procedures

consultation methods, techniques and protocols

ethical practices and relevant codes of conduct

negotiation strategies

organisational policies and procedures for property services relating to managing conflicts and disputes, including procedures for handling complaints

key requirements of federal, state or territory legislation and local government regulations relating to:

anti-discrimination

consumer protection

environmental issues

equal employment opportunity (EEO)

financial probity

franchise and business structures

industrial relations

privacy

property sales, leasing and management

strata community management

work health and safety (WHS).

Assessment Conditions

The following must be present and available to learners during assessment activities:

equipment:

computer system with internet, email and printing facilities

specifications:

contextual information on conflicts or disputes to be managed and resolved

organisational conflict and dispute-resolution policies and procedures

organisational templates for reporting conflicts and disputes

guides on negotiation techniques and conflict-resolution strategies

relationship with team members and supervisor:

member of a work team in a property industry context.

Assessor requirements

As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=6f3f9672-30e8-4835-b348-205dfcf13d9b