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

Elements and Performance Criteria

1. Assess conflict
   • Anticipate possible conflict situations and select appropriate response to prevent escalation.
   • Evaluate responses to conflict against legal requirements and organisational procedures.
   • Identify situations requiring assistance and support and request assistance promptly.
2. Negotiate resolution
   • Use strategies to resolve conflict that comply with organisational policies and procedures.
   • Use negotiation techniques that maintain positive interaction and divert and minimise aggressive behaviour.
   • Use communication techniques that are effective in ensuring mutual understanding.
   • Ensure negotiation styles take into account social and cultural differences.
   • Confirm mutual agreement to strategies and required outcomes with all relevant people.
3. Evaluate responses
   • Evaluate and review effectiveness of response according to legal and organisational requirements.
   • Provide accurate and constructive observations of incidents when reviewing and debriefing the situation.
   • Provide and maintain records and reports.
   • Recognise effects of stress in self and manage these using recognised stress management techniques.
4. Assess conflict
   • Anticipate possible conflict situations and select appropriate response to prevent escalation.
   • Evaluate responses to conflict against legal requirements and organisational procedures.
   • Identify situations requiring assistance and support and request assistance promptly.
5. Negotiate resolution
   • Use strategies to resolve conflict that comply with organisational policies and procedures.
   • Use negotiation techniques that maintain positive interaction and divert and minimise aggressive behaviour.
   • Use communication techniques that are effective in ensuring mutual understanding.
   • Ensure negotiation styles take into account social and cultural differences.
   • Confirm mutual agreement to strategies and required outcomes with all relevant people.
6. Evaluate responses
   • Evaluate and review effectiveness of response according to legal and organisational requirements.
   • Provide accurate and constructive observations of incidents when reviewing and debriefing the situation.
   • Provide and maintain records and reports.
   • Recognise effects of stress in self and manage these using recognised stress management techniques.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

interpreting and estimating level of conflict and degree of risk

using effective communication and negotiation skills, especially under pressure, to calm, distract or change focus

using observation techniques

writing records and reports of incidents

providing verbal warnings and clear directions and instructions

using communication systems to request assistance if needed

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

legal requirements and organisation’s policies and procedures related to use of force, duty of care

principles of effective communication and use of communication techniques under pressure

negotiation techniques

response options that are most effective for the degree and nature of risk

stress management techniques

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