Assessor Resource

LGACOMP008A
Apply conflict resolution strategies

Assessment tool

Version 1.0
Issue Date: March 2024


This unit supports the attainment of skills and knowledge required for competent workplace performance in councils of all sizes. Knowledge of the legislation and regulations within which councils must operate is essential. The unique nature of councils, as a tier of government directed by elected members and reflecting the needs of local communities, must be appropriately reflected.

This unit covers dealing effectively with conflict, both in the workplace and outside the organisation. The unit outlines the knowledge and skills required to assess potential conflict situations and deal appropriately with the situation to achieve a resolution. The unit is suitable for all people working within the organisation.

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

Prerequisites

Not applicable.


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.

Overview of assessment requirements

A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated.

Critical aspects of evidence to be considered

The demonstrated ability to:

interpret accurately and comply with legal and procedural requirements

identify typical symptoms and causes of conflict in the workplace and ways of resolving conflict situations

select conflict resolution strategies that are most effective for the objective

use negotiation techniques to defuse and resolve conflict

use communication techniques to give clear and accurate information in a form that is preferred and understood by the receiver

Context of assessment

Competency is demonstrated by performance of all stated criteria, with particular attention to the critical aspects of evidence and the knowledge and skills elaborated in the Evidence Guide, and within the scope of the Range Statement.

Assessment must take account of the endorsed Assessment Guidelines in the Local Government Training Package.

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment.

Assessment should reinforce the integration of the key competencies for the particular AQF level. Refer to the key competency levels at the end of this unit.

Relationship to other units(prerequisite or co-requisite units)

To enable holistic assessment this unit may be assessed with other units that form part of the job role.

Method of assessment

The following assessment methods are suggested:

observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies

written and/or oral questioning to assess knowledge and understanding

completion of workplace documentation

third-party reports from experienced practitioners

completion of self-paced learning materials including personal reflection and feedback from trainer, coach or supervisor

Evidence required for demonstration of consistent performance

Evidence should be collected over a set period of time that is sufficient to include dealings with an appropriate range and variety of formal and informal situations, involving different types of problems and clients.

Resource implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace.


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.

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

Required Skills

problem-solving strategies to know how to deal with unexpected questions or attitudes

interpersonal skills to develop rapport with other parties in the conflict

capacity to evaluate own response to situations of conflict and manage own emotions

communication skills to effectively come to an agreed outcome

negotiation skills to negotiate difficult situations and resolve problems as they arise

flexibility to adjust quickly to differing situations

empathy to develop rapport and understanding with and for the other party

dealing with difficult people and situations

Required Knowledge

legislative and/or other legal provisions

conflict resolution strategies

organisational policies and procedures relating to managing conflict through negotiation

recording and reporting procedures

principles of cooperative team work

different social and cultural practices

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 in the Performance Criteria is detailed below.

Causes of conflict may include:

refusal to follow directions and guidance

dissatisfaction of client with council service or information

disagreement between members of the public

disagreement between members of the organisation

ejection of persons

persons suffering from emotional distress

bystander behaviour

Legal requirements may include:

relevant state and commonwealth legislation

decisions of relevant tribunals

roles and responsibilities

terms and conditions of employment

Negotiation techniques may include:

strategic questioning and listening to gather information and direct the focus of the people involved

positive, confident and cooperative language

control of tone of voice and body language

using language and concepts appropriate to the people involved

using clear presentations of options and consequences

demonstrating flexibility and willingness to compromise

summarising positions and agreements made to confirm understanding between the negotiating parties

Communication techniques may include:

verbal and non-verbal language

two-way interaction

constructive feedback

active listening

reflection and summarising

Social and cultural differences may include:

verbal and non-verbal language

beliefs and values

religious or spiritual observances

relationships and family structures

social conventions

codes of conduct

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
Signs, stages and possible causes of conflict are identified and anticipated. 
Appropriate responses are evaluated against organisational procedures and legal requirements. 
Additional information is identified and sought as required to assist in the assessment of the conflict situation. 
Factors and issues relevant to the conflict are clarified. 
Strategies for dealing with conflict situations are developed in accordance with organisational procedures. 
Assistance is sought as required and is appropriate to the person's skill and responsibility. 
Options for resolution of the conflict are identified which allow for constructive responses to be negotiated. 
Negotiation techniques are used to maintain positive interaction and to divert and minimise aggressive behaviour. 
Effective communication techniques are used to ensure understanding of information received or relayed. 
Social and cultural differences are taken into account in the negotiation style and approach taken. 
Mutual agreement to the situation and its resolution is confirmed and follow up action is agreed upon by all parties. 
Systems, records and reporting procedures are maintained according to organisational procedures. 
Effectiveness of response is evaluated and reviewed according to information available and organisational practices. 
Accurate and constructive observations of incidents are provided in reviewing and debriefing the situation. 
Records and reports are provided and maintained according to organisational requirements. 
Effects of stress are recognised and addressed through stress management techniques and debriefing. 

Forms

Assessment Cover Sheet

LGACOMP008A - Apply conflict resolution strategies
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

LGACOMP008A - Apply conflict resolution strategies

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: