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Elements and Performance Criteria

1. Identify and assess conflict situation and select response option.
   • Review work instructions, procedures and policies including WHS to confirm own responsibilities and authority to ensure compliance with legal rights and responsibilities when performing security work.
   • Select and use personal protective equipment to ensure own safety, and communication equipment to exchange information with relevant persons.
   • Observe the work environment to maintain situational awareness and identify sources of conflict and security risk to people, property or premises.
   • Assess conflict situation and nature and degree of risk, and use communication equipment to seek assistance from relevant persons.
2. Negotiate conflict resolution.
   • Use interpersonal techniques to exchange and gather information to clarify conflict situation.
   • Use negotiation techniques to offer options and encourage a shared approach to conflict resolution.
   • Use even tone of voice and positive non-verbal and spoken communication that takes account of individual social and cultural differences throughout negotiation.
   • Anticipate factors that might escalate conflict or risk safety and security, and apply contingency measures.
3. Report, evaluate and improve conflict response procedures.
   • Report incident observations and response actions using workplace documentation.
   • Discuss response with relevant persons and review procedures to evaluate effectiveness and identify improvements.
   • Recognise effects of stress and manage own well-being using stress management techniques.