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Elements and Performance Criteria

  1. Assess conflict or dispute.
  2. Negotiate resolution.
  3. Evaluate response.

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

Required skills

evaluation skills to assess appropriate responses to conflict or disputes and assess effectiveness of resolution processes

interpersonal skills to adapt personal styles to suit conflict or dispute situation consult and negotiate in a culturally sensitive and appropriate manner and relate to people from a range of social cultural and ethnic backgrounds and varying physical and mental abilities

language skills to communicate adequately

negotiation skills to support people involved in a conflict or dispute negotiate agreement of all parties to resolve conflict or dispute

problem solving skills to identify causes and incidences of conflict or dispute and determine contingency responses

technology skills to prepare and present records and reports

Required knowledge and understanding

conflict or dispute resolution techniques and procedures

consultation methods techniques and protocols

ethical practices and relevant codes of conduct

negotiation strategies

organisational policies and procedures for property services including handling of complaints

relevant federal and state or territory legislation and local government regulations related to

antidiscrimination

consumer protection

environmental issues

equal employment opportunity EEO

financial probity

franchise and business structures

industrial relations

OHS

privacy

property sales leasing and management

techniques for dealing with people with special needs

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this Training Package

Overview of assessment

This unit of competency could be assessed through practical demonstration of using communication techniques to manage and resolve conflict and disputes Targeted written including alternative formats where necessary or verbal questioning to assess the candidates underpinning knowledge would provide additional supporting evidence of competence The demonstration and questioning would include collecting evidence of the candidates knowledge and application of ethical standards and relevant federal and state or territory legislation and regulations This assessment may be carried out in a simulated or workplace environment

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

evaluating resolution process and accurately recording and reporting facts and outcomes

knowledge of organisations practices ethical standards and legislative requirements associated with managing and resolving conflict and disputes

negotiating conflict or dispute situations to an effective resolution where possible

using communication techniques to accurately identify causes and incidences of conflict or dispute

Context of and specific resources for assessment

Resource implications for assessment include

access to suitable simulated or real opportunities and resources to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services

Where applicable physical resources should include equipment modified for people with disabilities

Access must be provided to appropriate learning andor assessment support when required

Assessment processes and techniques must be culturally appropriate and appropriate to the language and literacy capacity of the candidate and the work being performed

Validity and sufficiency of evidence require 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 of competence only taken at the point when the assessor has complete confidence in the persons competence

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

where assessment is for the purpose of recognition RCCRPL the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated projectbased activity and must include evidence relating to each of the elements in this unit

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions and will reflect the requirements of the competency and the work being performed


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 in the performance criteria is detailed below. Add any 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.

Conflict or dispute situations may include:

accidents resulting in injury

arguments and disagreements

conflict or disputes between staff and members of the public

destruction of property

ejection of persons

persons suffering from emotional distress or mental illness

persons under the influence of intoxicating substances

persons with criminal intent

refusal to follow directions and guidance

riots and demonstrations

situations affecting the security of self, others or property.

Organisational requirements may be outlined and reflected in:

access and equity principles and practice guidelines

business and performance plans

complaint and dispute resolution procedures

goals, objectives, plans, systems and processes

legal and ethical requirements and codes of practice

mission statements and strategic plans

OHS policies, procedures and programs

policies and procedures in relation to client service

quality and continuous improvement processes and standards

quality assurance and procedure manuals.

Legislative requirements may be outlined and reflected in:

Australian Securities and Investments Commission, Australian Competition and Consumer Commission, and Foreign Investment Review Board requirements

Australian standards

federal and state taxation requirements

consumer protection laws and guidelines

court and tribunal precedents

environmental and zoning laws affecting access security, access and property use

freedom of information

home building requirements

licensing requirements

privacy and confidentiality requirements and laws applying to owners, contractors and tenants

public health

quality assurance and certification requirements

relevant common law

relevant federal, and state or territory legislation and regulations affecting organisational operation, including:

anti-discrimination and diversity

environmental issues

EEO

industrial relations

OHS

relevant industry codes of practice covering the market sector and industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common law

relevant local government policies and regulations

strata, community and company titles

tenancy agreements

trade practices laws and guidelines.

Communication techniques may include:

active listening

clear, legible writing

giving customers full attention

maintaining eye contact

non-verbal communication, including body language and personal presentation

speaking clearly and concisely

using appropriate language and tone of voice

using open and closed questions.

Specialist advice may be sought from:

clients

colleagues

counsellors

emergency personnel

health and safety personnel

legal representatives

members of industry associations

supervisors.

Negotiation techniques should include:

control of tone of voice and body language

demonstrating flexibility and willingness to negotiate

using positive, confident and cooperative language

using clear presentation of options and consequences

using language and concepts appropriate to the people involved

using strategic questioning and listening to gather information and direct the focus of people involved

using summarising of positions and agreements to move understanding.

Social and cultural differences may be expressed in:

beliefs, values and practices

conventions of gender and sexuality

cultural stereotypes

dress

food and diet

religious and spiritual observances

social conventions

traditional practices and observations

verbal and non-verbal language.

Clients may include:

building supervisors

company management

fund managers

fund providers

government and legal instruments or agencies

institutions

insurers

internal and external property groups

owner-occupiers

private investors

property agents

property owners

strata companies

tenants.

Contingency measures may include:

counselling

cultural support

defusing strategies

first aid

intervention

mediation

selecting alternative actions that may require use of force within legal requirements

separation or isolation of source of conflict

special watch

specialists and experts.

Business equipment and technology may include:

computers

data storage devices

email

facsimile machines

internet, extranet and intranet

photocopiers

printers

scanners

software applications, such as databases and word applications.