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Elements and Performance Criteria

Required Skills

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

Required skills

interpreting and estimating level of conflict and degree of risk

using effective communication techniques to deal with aggressive and uncooperative people

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

applying strategies to prevent escalation of incidents

using surveillance and observation techniques

recording and documenting reports on incidents

providing warnings and clear directions and instructions

using communication systems to request assistance if needed

using appropriate reasonable force options to minimise threat to self and others

Required knowledge

organisations policies and procedures and legal requirements related to use of force use of restraint use of specific defensive equipment and techniques misuse of force and duty of care under criminal and civil law

organisations delegations accountability and reporting processes related to critical incidents

principles of effective communication and use of communication techniques under pressure

negotiation strategies

duty of care responsibilities and humane treatment

tactical response within specified legal and strategic limits

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

principles of communication to reduce the level of threat or conflict

principles of communication to give clear accurate and concise information

risk factors and their impact on incidents and situations

conflict management strategies and techniques

stress management strategies and techniques

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

Assessment of this unit can be applied using a combination of training outcomes and performance in the workplace with the principal evidence developed through performance in routine work functions in the workplace Where this unit specified performance in areas with unpredictable and high risk implications assessment in simulations should be used as well as retrospective documentation and observation of performance working with high risk offenders

Evidence needs to be gathered over time in a range of contexts to ensure the person can achieve the unit outcome andor apply the principles in a different situation or change of environment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

In addition to integrated demonstration of the elements and their related performance criteria look for evidence that confirms

the knowledge requirements of this unit

the skill requirements of this unit

application of employability skills as they relate to this unit

ability to manage conflict through negotiation in a range of two or more contexts or occasions over time

Context of and specific resources for assessment

Valid assessment of this unit requires

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when managing conflict through negotiation including coping with difficulties irregularities and breakdowns in routine

copies of legislation policies procedures and guidelines relating to use of force and management of conflict

access to appropriate learning and assessment support when required

Method of assessment

Evidence must include observation and information generated in the workplace as well as observation of performance in routine work functions or where this is not possible in a simulated exercise to confirm the transferability of the competencies

The following assessment methods are suggested

observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations

written andor oral questioning to assess knowledge and understanding

completion of workplace documents and reports produced as part of routine work activities

thirdparty reports from experienced practitioners

completion of performance feedback from supervisors and colleagues

simulations or role plays

Guidance information for assessment

Assessment methods should reflect workplace demands and any identified special needs of the candidate including language and literacy implications and cultural factors that may affect responses to the questions

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge

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 situations may include:	persons with criminal intent persons under the influence of intoxicating substances refusals to follow directions and guidance conflicts between offenders or members of the public ejection of persons situations affecting the security of self, others or property persons suffering from emotional distress or mental illness bystander behaviour accidents resulting in injury riots and demonstrations destruction of property hostile gatherings of large numbers of people.

Legal requirements and organisational procedures may include:	use of force guidelines duty of care, code of conduct and code of ethics use of restraint and defensive weapons rules for searching control of intoxicated persons policies and procedures relating to own role, responsibility and delegation business and performance plans, including organisational goals and objectives access and equity policy, principles and practice records and information systems and processes communication channels and reporting procedures emergency and evacuation procedures.

Negotiation techniques may include:	using calm, confident and assertive language controlling tone of voice and body language using strategic questioning and listening to gather information and direct the focus of people involved demonstrating flexibility and willingness to negotiate using language and concepts appropriate to the people involved distracting and changing focus using clear presentation of options and consequences.

Communication techniques may include:	verbal and non-verbal language two-way interaction constructive feedback active listening interpreting and assessing actions for risk observation techniques use of positive, confident and cooperative language use of language and concepts appropriate to cultural differences.

Social and cultural differences may include:	language traditional practices and observations beliefs, values and practices food and diet dress religious and spiritual observances social conventions cultural stereotypes conventions of gender and sexuality.

Records and reports may include:	incident reports security logs and journals running sheets task allocation sheets records of conversation electronic and paper-based information radio and telephone records.

Stress management techniques may include:	critical incident debriefing informal exploration of incidents with team members and supporters counselling review of practices and resources.