Assessor Resource

PSPGEN050
Manage conflict

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills required to manage conflict. It includes identifying and assessing conflict situations, implementing strategies to resolve conflict and monitoring conflict situations.

This unit applies to those working in generalist and specialist roles within the public sector.

The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.

Those undertaking this unit would work independently performing complex tasks in a range of familiar and unfamiliar contexts.

No licensing, legislative or certification requirements apply to unit at the time of publication.

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


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.

ELEMENTS

PERFORMANCE CRITERIA

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 section.

1. Identify and assess conflict situations

1.1 Identify and anticipate signs, stages and possible causes of conflict.

1.2 Clarify factors and issues relevant to conflict.

1.3 Explore possible resolutions and/or compromises using appropriate communication techniques.

1.4 Evaluate responses against workplace requirements, legislation, policies and procedures.

1.5 Develop resolution strategies that identify the timeframes involved and the form of reporting to be used.

2. Implement strategies to resolve conflict

2.1 Select a strategy for resolution taking social and cultural differences into account.

2.2 Identify situations requiring assistance and seek support as required.

2.3 Implement strategies to address conflict.

2.4 Maintain records and reports.

3. Monitor conflict situations

3.1 Evaluate effectiveness of the resolution strategies.

3.2 Monitor resolution methodology and initiate remedial actions as required.

3.3 Record and use lessons learnt to improve service delivery and organisational policy and procedures as required.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

communicating with a diverse workforce and client base including use of assertiveness, active listening, non-verbal communication, appropriate language styles, teamwork

using problem solving to deal with unexpected issues or attitudes

dealing with difficult situations

questioning, negotiating and problem solving

mediating and counselling in the context of conflict management

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

public sector legislation including WHS and environment, regulations, policies, procedures and guidelines relating to conflict in the public sector workplace

types of conflict in the workplace and typical causes

conflict theories including signs, stages, levels, factors involved, resolution

group processes and roles people play

organisational theory and workplace behaviour

organisational structures

different social and cultural practices

conflict resolution skills and strategies including negotiation, empathy, communication to diffuse tension and achieve positive outcomes

personal power and positional power

grievance procedures in the public sector

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

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.

ELEMENTS

PERFORMANCE CRITERIA

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 section.

1. Identify and assess conflict situations

1.1 Identify and anticipate signs, stages and possible causes of conflict.

1.2 Clarify factors and issues relevant to conflict.

1.3 Explore possible resolutions and/or compromises using appropriate communication techniques.

1.4 Evaluate responses against workplace requirements, legislation, policies and procedures.

1.5 Develop resolution strategies that identify the timeframes involved and the form of reporting to be used.

2. Implement strategies to resolve conflict

2.1 Select a strategy for resolution taking social and cultural differences into account.

2.2 Identify situations requiring assistance and seek support as required.

2.3 Implement strategies to address conflict.

2.4 Maintain records and reports.

3. Monitor conflict situations

3.1 Evaluate effectiveness of the resolution strategies.

3.2 Monitor resolution methodology and initiate remedial actions as required.

3.3 Record and use lessons learnt to improve service delivery and organisational policy and procedures as required.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

communicating with a diverse workforce and client base including use of assertiveness, active listening, non-verbal communication, appropriate language styles, teamwork

using problem solving to deal with unexpected issues or attitudes

dealing with difficult situations

questioning, negotiating and problem solving

mediating and counselling in the context of conflict management

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

public sector legislation including WHS and environment, regulations, policies, procedures and guidelines relating to conflict in the public sector workplace

types of conflict in the workplace and typical causes

conflict theories including signs, stages, levels, factors involved, resolution

group processes and roles people play

organisational theory and workplace behaviour

organisational structures

different social and cultural practices

conflict resolution skills and strategies including negotiation, empathy, communication to diffuse tension and achieve positive outcomes

personal power and positional power

grievance procedures in the public sector

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

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
Identify and anticipate signs, stages and possible causes of conflict. 
Clarify factors and issues relevant to conflict. 
Explore possible resolutions and/or compromises using appropriate communication techniques. 
Evaluate responses against workplace requirements, legislation, policies and procedures. 
Develop resolution strategies that identify the timeframes involved and the form of reporting to be used. 
Select a strategy for resolution taking social and cultural differences into account. 
Identify situations requiring assistance and seek support as required. 
Implement strategies to address conflict. 
Maintain records and reports. 
Evaluate effectiveness of the resolution strategies. 
Monitor resolution methodology and initiate remedial actions as required. 
Record and use lessons learnt to improve service delivery and organisational policy and procedures as required. 
Identify and anticipate signs, stages and possible causes of conflict. 
Clarify factors and issues relevant to conflict. 
Explore possible resolutions and/or compromises using appropriate communication techniques. 
Evaluate responses against workplace requirements, legislation, policies and procedures. 
Develop resolution strategies that identify the timeframes involved and the form of reporting to be used. 
Select a strategy for resolution taking social and cultural differences into account. 
Identify situations requiring assistance and seek support as required. 
Implement strategies to address conflict. 
Maintain records and reports. 
Evaluate effectiveness of the resolution strategies. 
Monitor resolution methodology and initiate remedial actions as required. 
Record and use lessons learnt to improve service delivery and organisational policy and procedures as required. 

Forms

Assessment Cover Sheet

PSPGEN050 - Manage conflict
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

PSPGEN050 - Manage conflict

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: