Elements and Performance Criteria
- Assess conflict or dispute.
- Causes of conflict or dispute are identified and response required to prevent escalation is identified and evaluated.
- Effective communication, observation and active listening skills are applied to elicit and interpret verbal and non-verbal information and ensure an accurate exchange of information.
- Situations requiring specialist advice are identified and assistance is sought as required.
- Negotiate resolution.
- Conflict or dispute is negotiated and resolved constructively using strategies that comply with established organisational procedures.
- Negotiation techniques are used to maintain positive interaction, and divert and minimise aggressive behaviour.
- Communication with others is conducted in a courteous manner that reflects sensitivity to individual, social and cultural differences.
- Contradictions, ambiguity, uncertainty or misunderstandings are identified and clarified.
- Factors that might impact on the safety or security of clients and colleagues are identified and appropriate responses or contingency measures are formulated and implemented.
- Evaluate response.
- Response evaluation findings are organised in a format suitable for analysis.
- Effectiveness of response is reviewed and evaluated.
- Incident observations are provided in an accurate, concise and constructive manner when reviewing and debriefing situations.
- Records and, where required, report of conflict or dispute are prepared using business equipment and technology.
- Information is securely maintained with due regard to confidentiality, and legislative and organisational requirements.