Assessor Resource

FNSORG601A
Negotiate to achieve goals and manage disputes

Assessment tool

Version 1.0
Issue Date: May 2024


This unit may apply to a range of job roles with responsibility for managing business performance.

This unit describes the performance outcomes, skills and knowledge required to set and gain agreement to organisational goals and effectively manage disputes with stakeholders to achieve the best outcome.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.



Evidence Required

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.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

apply high level communication, interpersonal and negotiation skills to achieve rapport and emphasise with others

manage relationships to achieve goals and results

use sound conflict resolution skills and strategies

interpret and comply with relevant legislation, regulations and professional codes of practice.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisational polices and procedures documentation.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

observing processes and procedures in workplaces or role plays

verbal or written questioning on underpinning knowledge and skills

setting and reviewing business simulations or scenarios

accessing and validating third party reports.

Guidance information for assessment

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

high level communication skills to:

determine and confirm organisational goals, using questioning and active listening as required

negotiate goals and resolve disputes

liaise with peers, staff and external service providers, share information, listen and understand

use language and concepts appropriate to cultural differences

research skills for:

accessing and managing complex information from a wide variety of sources

interpreting complex data

highly developed literacy skills to read and interpret documentation from a variety of sources and produce high quality reports and other documentation

IT skills for accessing and using appropriate software such as spreadsheets and databases and using internet information

management skills for working effectively in a constantly changing environment

interpersonal skills to establish rapport with peers, staff and clients

highly developed judgement skills for forming recommendations in senior organisational situations

organisational and time management skills to sequence tasks, meet timelines and arrange meetings

well-developed problem solving skills to identify business issues that have the potential to impact on the organisation and to develop options to resolve these issues when they arise

self-management skills for complying with ethical, legal and procedural requirements

learning skills to maintain knowledge of changes to compliance legislation and best practice management techniques

teamwork skills

high level project management skills

Required knowledge

contract law

current legislative, regulatory and industry practices, procedures and services

dispute resolution and conflict theory

negotiating processes and strategies

organisation policies and procedures

relevant business principles, practices and law

relevant consumer protection requirements

risk assessment and evaluation strategies

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Risks apply to both the client and the organisation and may include:

business, professional, personal reputation

financial or economic

legal, regulatory or licensing

personal.

Contingency strategies may include:

ceasing services

declining service

delaying the initiation of action or service

referral to other professionals or third parties

requesting further information or evidence.

Negotiations may:

deal with a range of matters, including contentious issues or problems in the course of a transaction prior to settlement with suggestions on both practical and legal options for resolution

Organisation policy and procedures may include:

clerical and administrative procedures

client management practices and principles

disputes and complaints resolution procedures

financial and IT systems

management and supervisory practices

professional codes of practice

professional development requirements.

Documentation may include:

documents dealing with real or personal property

electronic documents or messages

electronic funds management transaction statements

interview records

legal, government, professional and other documents

meeting notes

minutes

official/general/other correspondence

records of telephone conversations

reference to all instructions, evidence and information gathered or considered

reports, correspondence or advice from other professionals or third parties

the basis on which decisions were determined

time sheets.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Desires, needs, requirements and outcomes of all parties are identified and established through open and professional communication strategies 
Potential issues and problems as well as successful outcomes for the organisation and the client are identified and documented 
Strategies and options for achieving outcomes are identified, analysed and discussed with relevant parties 
Risks and contingency strategies are identified and evaluated 
Information, facts and issues relevant to the situation are established, and where required, expert advice from third parties or other professionals is sought prior to negotiations 
Strategies and options to achieve goals and complete processes are agreed to and professionally communicated to the relevant parties 
Strategies and options are reviewed for compliance with contractual, legislative, regulatory and professional requirements, and are in accordance with the organisation policies and procedures 
Agreement by all parties is sought, confirmed and properly documented 
Issues or disputes are promptly identified and analysed and the position of the relevant parties are established 
The confidence of other parties is established through open and professional communication and through respect and empathy for other viewpoints and positions 
Disputes and issues are promptly and accurately documented and verified with all other relevant parties 
Strategies and options which are most likely to achieve favourable outcomes for all relevant parties are identified, evaluated and implemented 
Proceedings to settle the dispute are implemented promptly and are in accordance with legislative, regulatory, professional and the organisation's requirements 
The dispute is managed to optimise the likelihood of a favourable outcome for all parties in line with the organisation's policies and goals 
Procedures to resolve dispute are in accordance with the organisation's policies and procedures and with legislative, regulatory and professional requirements 
Accurate, thorough and accessible records of all aspects of the dispute documented for follow-up and future reference 
Relevant parties are contacted to identify any follow-up action required to ensure client satisfaction 

Forms

Assessment Cover Sheet

FNSORG601A - Negotiate to achieve goals and manage disputes
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

FNSORG601A - Negotiate to achieve goals and manage disputes

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: