Elements and Performance Criteria
- Assess conflict.
- Applicable provisions of legislative and organisational requirements relevant to own role, competence and authority are identified and complied with.
- Conflict is assessed and response options evaluated against legislative requirements.
- Causes of conflict and harmful behaviour are determined and appropriate responses to prevent escalation are confirmed.
- Communication techniques are used to facilitate an effective exchange of information.
- Specialist assistance is sought as required from relevant persons in accordance with organisational procedures.
- Negotiate resolution.
- Conflict is addressed and resolved using established strategies that comply with organisational guidelines.
- Negotiation techniques are used to maintain positive interaction, divert and minimise aggressive behaviour.
- Communication reflects sensitivity to individual social and cultural differences and used to engage minority groups.
- Contradictions, ambiguity, uncertainty or misunderstandings are identified and clarified.
- Factors which might impact on the safety and security of persons are anticipated and contingency measures formulated and implemented as required.
- Evaluate conflict response.
- Effectiveness of response is reviewed and evaluated in accordance with organisational procedures.
- Incident observations are reported accurately and constructively.
- Review findings identify areas for improvement and recommendations for amending future conflict resolution practices.
- Relevant documentation is completed and securely maintained with due regard to confidentiality in accordance with organisational procedures.
- Effects of stress and other issues related to own well-being are recognised and managed using appropriate stress management techniques.