Required skills

analyse dispute or conflict situations

complete relevant workplace documentation using appropriate equipment to record and report information regarding conflict situations

use negotiation techniques to resolve dispute or conflict situations

use effective communication techniques to resolve dispute or conflict situations and to ensure third parties understand the information received

literacy skills to read and follow organisational policies and procedures including occupational health and safety OHS follow sequenced written instructions record accurately and legibly information collected and select and apply procedures to a range of defined tasks

oral communication skillslanguage to fulfil the job role as specified by the organisation including negotiation questioning techniques active listening asking for clarification acknowledging and responding to a range of views asking for clarification and consulting with or seeking advice from supervisor

numeracy skills to estimate calculate and record routine workplace measures

interpersonal skills to work with others and relate to people from a range of cultural social and religious backgrounds and with a range of physical and mental abilities

problemsolving skills to use available resources and prioritise daily tasks

Required knowledge

human behaviour and body language

organisational policies and procedures including systems records and reporting requirements

principles of animal welfare and ethics

principles of cooperative teamwork

principles of cultural awareness

principles of negotiation and conflict resolution

relevant legislation and codes of practice relating to OHS and animal control and regulation requirements

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

The evidence required to demonstrate competence in this unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria required skills and knowledge and the range statement of this unit Assessors should ensure that candidates can

identify a disputeconflict situation its cause and the parties involved

analyse the disputeconflict and act to resolve it through negotiation and mediation

communicate effectively with parties involved using both verbal and nonverbal techniques

comply with legislative requirements

follow systems records and reporting requirements in accordance with organisational policies and procedures

The skills and knowledge required to manage conflict in an animal care and regulation environment must be transferable to a range of work environments and contexts and include the ability to deal with unplanned events

Context of and specific resources for assessment

Assessment of this unit is to be practical in nature and will be most appropriately assessed in an animal control and regulation workplace or in a situation that reproduces normal work conditions

There must be access to conflict situations regarding animals involving two or more human parties as well as the appropriate equipment andor resources to enable one to demonstrate competence

Method of assessment

To ensure consistency in ones performance competency should be demonstrated to industry defined standards on more than one occasion over a period of time in order to cover a variety of circumstances cases and responsibilities and over a number of assessment activities

The assessment strategy must include practical skills assessment Suggested strategies for this unit are

written andor oral assessment of candidates required knowledge

observed documented and firsthand testimonial evidence of candidates application of practical tasks

simulation exercises that reproduce normal work conditions

case study analysis

thirdparty evidence

workplace documentation

This unit may be assessed in a holistic way with other units of competency relevant to the industry sector workplace and job role

Guidance information for assessment

Assessment methods should reflect workplace demands eg literacy and numeracy demands and the needs of particular target groups eg people with disabilities Aboriginal and Torres Strait Islander people women people with a language background other than English youth and people from low socioeconomic backgrounds

Examples of dispute or conflict situations may include:

Parties involved may include:

Legislative requirements that must be followed include:

Negotiation resolutions may include:

Negotiation techniques may include:

Effective communication techniques may include:

Social and cultural differences may include: