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Elements and Performance Criteria

1. Identify existing and potential conflict
   • Determine if conflict exists and its possible causes
   • Identify potential situations of future conflict
   • Develop strategies to prevent conflict
2. Consider the conflict situation
   • Identify the implications of the conflict occurring
   • Identify responsibilities within the conflict
   • Develop resolution strategies in consultation with the conflicting parties
   • Seek professional advice where needed, maintaining discretion and confidentiality
   • Ensure the wellbeing of individuals and the organisation is considered when developing resolution strategies
3. Use strategies to resolve conflict
   • Promptly, appropriately and impartially implement strategies that respect the cultures of the parties involved
   • Allow sufficient time for the conflict to be resolved
   • Monitor and evaluate the process used to resolve the conflict

Required Skills

Required skills

communication teamwork and negotiation skills to listen to differences of opinion and work cooperatively with other board members management and staff of the organisation members community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation decisionmaking and problemsolving skills to monitor and review information presented to the board and to develop conflictresolution strategies

Required knowledge

concept of community control of organisations and how it may impact on how conflict is resolved conflict resolution theories and strategies including mediation strategies cultural context in which Aboriginal and Torres Strait Islander boards operate including their role in upholding traditional and cultural values and how that might impact on how conflict is resolved geographic social economic and political contexts in which particular organisations operate and how these may impact on how conflict is resolved how equity and diversity principles might apply to the way conflict is resolved organisationalpolicies procedures and code of conduct relevant to the conflict situation potential causes of conflict that board members may need to address when undertaking board duties professional support available to assist in conflict resolution provisions of federal state or territory legislation and funding body requirements that may impact on decisions made to resolve conflict relevant protocols and cultural responsibilities that impact on how conflict is resolved provisions of the constitution relevant to the conflict situation

Evidence Required

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 recognise causes of conflict apply conflictresolution strategies manage conflicteffectively
Context of and specific resources for assessment	Assessment must ensure access to examples of issues worked with by boards of governance that have the potential to involve conflict access to examples of relevant documents knowledge and performance are assessed over time to confirm consistency in performance
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit observation of performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions observation of performance in role plays analysis of feedback from the other board members staff community or other stakeholders regarding performance
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

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Range Statement

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.
Causes of conflict may include:	competing group, family or personal interests or needs cross-cultural issues differences between cultural groups dissatisfaction in the community government policies interference from outside individuals or organisations, including government lack of communication lack of funding personality clashes power and control issues unclear roles and responsibilities.
Situations of future conflict may include:	between the organisation and the community between the organisation and the wider community within the board within the organisation.
Implications of the conflict may include:	community divisions breakdown in social cohesion impacts on service delivery or business operations individual and family health and wellbeing legal implications, such as breach of contract, duty of care personal actions.
Resolution strategies may include:	codes of conduct community and family meetings cultural resolution strategies grievance policy and procedure listening and respect mediation memorandums of understanding.

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