Elements and Performance Criteria
- Assess potential conflict situations
- Implement conflict resolution strategies
- Factors and issues relevant to the conflict are clarified.
- Strategies for dealing with conflict situations are developed in accordance with organisational procedures.
- Assistance is sought as required and is appropriate to the person's skill and responsibility.
- Options for resolution of the conflict are identified which allow for constructive responses to be negotiated.
- Negotiation techniques are used to maintain positive interaction and to divert and minimise aggressive behaviour.
- Effective communication techniques are used to ensure understanding of information received or relayed.
- Social and cultural differences are taken into account in the negotiation style and approach taken.
- Mutual agreement to the situation and its resolution is confirmed and follow up action is agreed upon by all parties.
- Systems, records and reporting procedures are maintained according to organisational procedures.
- Evaluate response and outcome
- Effectiveness of response is evaluated and reviewed according to information available and organisational practices.
- Accurate and constructive observations of incidents are provided in reviewing and debriefing the situation.
- Records and reports are provided and maintained according to organisational requirements.
- Effects of stress are recognised and addressed through stress management techniques and debriefing.