Google Links

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

Elements and Performance Criteria

  1. Develop and implement dispute resolution procedures.
  2. Conduct an initial investigation into business disputes and possible resolution strategies.
  3. Identify opportunities for dispute resolution.

Required Skills

Required skills

Required skills for this unit are

communication skills to

communicate by telephone

enable clear and direct communication using questioning to identify and confirm requirements share information listen and understand

research and evaluate information and circumstances surrounding a business dispute

read and interpret relevant legislation

use and interpret nonverbal communication

use language and concepts appropriate to cultural differences

written skills to

complete checklists

send emails and faxes

write memos and reports

negotiation relevant to dispute resolution situations

problem solving in the context of dispute resolution

research and evaluate information and circumstances surrounding a business dispute

Required knowledge

Required knowledge for this unit is

contractual and business frameworks underpinning the building and construction industry

mores values and attitudes of various groups in the community that should be accounted for in discussions

possible reactions from persons under pressure such as anger and withdrawal

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

This unit of competency could be assessed by developing a set of dispute resolution procedures and demonstrating how these would apply to a selection of disputes

This unit of competency can be assessed in the workplace or a close simulation of the workplace environment provided that simulated or projectbased assessment techniques fully replicate construction workplace conditions materials activities responsibilities and procedures

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of the ability to

identify the nature of the dispute and the identity of the parties to the dispute

document the details of the dispute in sufficient terms for an unambiguous evaluation of the issues to occur

identify and follow established dispute resolution procedures

develop and implement dispute resolution procedures where there are none established

understand need to remain completely impartial in any involvement in a dispute

Context of and specific resources for assessment

This competency is to be assessed using standard and authorised work practices safety requirements and environmental constraints

Assessment of essential underpinning knowledge will usually be conducted in an offsite context

Assessment is to comply with relevant regulatory or Australian standards requirements

Resource implications for assessment include

documentation that should normally be available in either a building construction or civil contracting office

relevant codes standards and government regulations

suitable work area appropriate to the construction process

Reasonable adjustments for people with disabilities must be made to assessment processes where required This could include access to modified equipment and other physical resources and the provision of appropriate assessment support

Method of assessment

Assessment methods must

satisfy the endorsed Assessment Guidelines of the Construction Plumbing and Services Training Package

include direct observation of tasks in real or simulated work conditions with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments

Validity and sufficiency of evidence requires that

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision on competency only taken at the point when the assessor has complete confidence in the persons demonstrated ability and applied knowledge

all assessment that is part of a structured learning experience must include a combination of direct indirect and supplementary evidence

Assessment processes and techniques should as far as is practical take into account the language literacy and numeracy capacity of the candidate in relation to the competency being assessed

Supplementary evidence of competency may be obtained from relevant authenticated documentation from third parties such as existing supervisors team leaders or specialist training staff


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.

Dispute resolution procedures include:

arbitrated decisions

common law outcomes

litigated decisions

mutual resolution

on-site negotiations

reference to contractual obligations.

Cause of business disputes includes:

contract payment issues

different opinions about design, structural layout or dimensions

dissatisfaction with project progress

structural finish, quality, materials or construction methodology.