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Range Statement

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Conflict

Conflict in the context of this unit refers to interpersonal conflict and may arise in any work-related context.

Potential sources of conflict

Potential sources of conflict include conflicts arising from one or more of the following:

different learning/problem solving styles

different work or personal priorities

different personality styles

conflicting key performance indicators (KPIs), work goals or targets

different social, cultural, religious or ethnic background or different gender of sexual preference

different interpretation of requirements or ‘the rules’

Approaches to resolving conflict

Approaches to resolving conflict will be based on direct communication and include one or more of the following:

informal, face-to-face discussions

formal/structured face-to-face discussions

through the use of:

telephones and two-way radios

memos, faxes, letters or emails

Routine problems

Routine problems must be resolved by applying known solutions.

Routine problems are predictable and include one or more of the following:

anger or aggression arising from industrial relations matters

disagreements over processes or work practices

variations in opinions about circumstances or events

interpersonal disputes arising from changes in personal circumstances

Known solutions are drawn from one or more of the following:

procedures

training

remembered experience

Non-routine problems must be reported according to according to relevant procedures.

Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria and demonstrate the ability to:

recognise situations, actions and verbal and non-verbal communication that indicate potential or actual conflict

communicate about needs and concerns of self and others and areas of common ground using:

appropriate verbal and non-verbal communication

statements that focus on issues and facts, not people and personalities

accurate reflection of people’s needs and concerns

implement conflict resolution approach and monitor its success

apply known solutions to routine problems

manage conflict as it arises.