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. |
1 | Identify potential conflict situations | 1.1 | Signs and stages of conflict or grievance are recognised |
1.2 | Possible causes of conflict or grievance are identified |
2 | Implement conflict resolution strategies | 2.1 | Factors and issues relevant to conflict or grievance are clarified |
2.2 | Strategies for dealing with conflict or grievance are developed |
2.3 | Options for resolving the conflict or grievance are presented that enable constructive responses to be negotiated and established relationships to continue |
2.4 | Strategies are implemented to resolve the source of conflict |
2.5 | Outcomes of the process are monitored to ensure objectives continue to be met |
3 | Use effective interpersonal skills | 3.1 | Effective verbal and non-verbal communication is used during negotiations, including body language, questioning, language style, active listening and reflection |
3.2 | Feedback is given assertively and received non-defensively during negotiations |
3.3 | Shared understanding is created through written communications |
Range is restricted to essential operating conditions and any other variables essential to the work environment.
Non-essential conditions can be found in the Companion Volume Implementation Guide.
Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include: |
applying interpersonal skills applying relevant legislation and workplace procedures communicating effectively with others when applying conflict and grievance resolution strategies completing relevant documentation gathering, recording and conveying simple and routine work-related information identifying existing and potential conflict or grievances interpreting and following operational instructions and prioritising work negotiating effectively with others when applying conflict and grievance resolution strategies participating in small informal work groups reading and interpreting relevant instructions, procedures, information and signs responding appropriately to cultural preferences in the workplace, including modes of behaviour and interactions with others selecting and appropriately applying technology, information systems and procedures to complete workplace tasks working collaboratively with others when applying conflict and grievance resolution strategies working systematically with required attention to detail. |
Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of: |
options for constructive responses to typical conflict/grievance situations relevant regulation and code requirements relevant work health and safety (WHS)/occupational health and safety (OHS) policies and procedures relevant workplace business marketing policies and practices, including requirements for maintaining security and confidentiality signs, stages and possible causes of conflict in the workplace typical problems that can occur when applying conflict or grievance resolution strategies and related appropriate action that can be taken workplace protocols and procedures for identifying and resolving conflict or grievances. |
As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.
As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.
Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.
Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.
Resources for assessment include:
a range of relevant exercises, case studies and/or simulations
relevant and appropriate materials, tools, equipment and personal protective equipment currently used in industry
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.
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