List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions. |
1. | Assess conflict or dispute. | 1.1. | Causes of conflict or dispute are identified and response required to prevent escalation is identified and evaluated. |
| | 1.2. | Effective communication, observation and active listening skills are applied to elicit and interpret verbal and non-verbal information and ensure an accurate exchange of information. |
| | 1.3. | Situations requiring specialist advice are identified and assistance is sought as required. |
2. | Negotiate resolution. | 2.1. | Conflict or dispute is negotiated and resolved constructively using strategies that comply with established organisational procedures. |
| 2.2. | Negotiation techniques are used to maintain positive interaction, and divert and minimise aggressive behaviour. |
| | 2.3. | Communication with others is conducted in a courteous manner that reflects sensitivity to individual, social and cultural differences. |
| | 2.4. | Contradictions, ambiguity, uncertainty or misunderstandings are identified and clarified. |
| | 2.5. | Factors that might impact on the safety or security of clients and colleagues are identified and appropriate responses or contingency measures are formulated and implemented. |
3. | Evaluate response. | 3.1. | Response evaluation findings are organised in a format suitable for analysis. |
| 3.2. | Effectiveness of response is reviewed and evaluated. |
| | 3.3. | Incident observations are provided in an accurate, concise and constructive manner when reviewing and debriefing situations. |
| | 3.4. | Records and, where required, report of conflict or dispute are prepared using business equipment and technology. |
| | 3.5. | Information is securely maintained with due regard to confidentiality, and legislative and organisational requirements. |
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.
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).
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.