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

Required Skills

problemsolving strategies to know how to deal with unexpected questions or attitudes

interpersonal skills to develop rapport with other parties in the conflict

capacity to evaluate own response to situations of conflict and manage own emotions

communication skills to effectively come to an agreed outcome

negotiation skills to negotiate difficult situations and resolve problems as they arise

flexibility to adjust quickly to differing situations

empathy to develop rapport and understanding with and for the other party

dealing with difficult people and situations

Required Knowledge

legislative andor other legal provisions

conflict resolution strategies

organisational policies and procedures relating to managing conflict through negotiation

recording and reporting procedures

principles of cooperative team work

different social and cultural practices

Overview of assessment requirements

A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria The knowledge and skill requirements described in the Range Statement must also be demonstrated For example knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated

Critical aspects of evidence to be considered

The demonstrated ability to

interpret accurately and comply with legal and procedural requirements

identify typical symptoms and causes of conflict in the workplace and ways of resolving conflict situations

select conflict resolution strategies that are most effective for the objective

use negotiation techniques to defuse and resolve conflict

use communication techniques to give clear and accurate information in a form that is preferred and understood by the receiver

Context of assessment

Competency is demonstrated by performance of all stated criteria with particular attention to the critical aspects of evidence and the knowledge and skills elaborated in the Evidence Guide and within the scope of the Range Statement

Assessment must take account of the endorsed Assessment Guidelines in the Local Government Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies for the particular AQF level Refer to the key competency levels at the end of this unit

Relationship to other unitsprerequisite or corequisite units

To enable holistic assessment this unit may be assessed with other units that form part of the job role

Method of assessment

The following assessment methods are suggested

observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies

written andor oral questioning to assess knowledge and understanding

completion of workplace documentation

thirdparty reports from experienced practitioners

completion of selfpaced learning materials including personal reflection and feedback from trainer coach or supervisor

Evidence required for demonstration of consistent performance

Evidence should be collected over a set period of time that is sufficient to include dealings with an appropriate range and variety of formal and informal situations involving different types of problems and clients

Resource implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Causes of conflict may include:

Legal requirements may include:

Negotiation techniques may include:

Communication techniques may include:

Social and cultural differences may include: