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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

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
   • Consider if the conflict relates to operational or strategic activity
   • 2.2 Acknowledge the issue(s) and the roles of the parties involved, noting that board and committee members' roles are strategic and employees' roles are operational
   • Ascertain how the roles of the parties involved have impacted upon the conflict
   • 2.4 Develop resolution strategies in accordance with legislation, the organisation's constitution and in consultation with 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 resolution strategies that are in line with legislation and the roles of the parties involved
   • Diffuse emotional situations by focussing on the issue(s) rather than the individual(s) concerned
   • Follow organisational grievance policy if conflict has escalated to grievance level
   • Allow sufficient time for the conflict to be resolved
   • Monitor and evaluate the process used to resolve the conflict

Performance Evidence

Evidence of the ability to:

communicate, negotiate and work cooperatively regarding conflict with:

other board or committee members

management and staff of the organisation

key stakeholders

develop strategies to prevent conflict both within the board or committee and between the board or committee and operational personnel

develop resolution strategies with conflicting parties

diffuse emotional conflict situations by focusing on the issues at hand

monitor and evaluate conflict resolution processes.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

discuss potential situations of future conflict

explain the roles of the parties involved (in terms of board or committee member roles as opposed to operational personnel roles)

discuss options for conflict resolution and situations that would warrant the use of the following methods:

formal discussions with third party presence

informal discussions

following organisational policies

professional advice

grievance procedures

describe conflict monitoring and evaluation processes

describe legislative and organisational constitutional requrirements in relation to conflict.

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