Elements and Performance Criteria
- Recognise the presence of conflict
- Deal with emotions
- Overcome barriers to communication
- Gather the facts
- Agree on and implement action
- Determine strategies to resolve the problem in consultation with the other party.
- Obtain approval where necessary on agreed strategies and implement.
- Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.
- Refer, where agreement cannot be reached, on strategies for resolution.
- Recognise the presence of conflict
- Deal with emotions
- Overcome barriers to communication
- Gather the facts
- Agree on and implement action
- Determine strategies to resolve the problem in consultation with the other party.
- Obtain approval where necessary on agreed strategies and implement.
- Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.
- Refer, where agreement cannot be reached, on strategies for resolution.