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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Recognise the presence of conflict
   • Recognise and acknowledge conflict situations and/or the potential for conflict.
   • Avoid conflict situations where possible, seek assistance when necessary.
   • Record actual and/or potential conflict.
2. Deal with emotions
   • Reflect on own behaviour and feelings about the situation.
   • Recognise and manage own emotions.
   • Acknowledge and deal with other parties' emotions in a manner that prevents escalation.
3. Overcome barriers to communication
   • Identify barriers to effective communication.
   • Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.
   • Take into account social and cultural differences in communication style and approach.
4. Gather the facts
   • Encourage the other party to describe the facts as they see them.
   • Assess information from the other party, considering emotions or behaviour.
   • Share facts objectively from own point of view with the other party.
   • Gather and include additional information, to ensure all perspectives are considered.
5. 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.
6. Recognise the presence of conflict
   • Recognise and acknowledge conflict situations and/or the potential for conflict.
   • Avoid conflict situations where possible, seek assistance when necessary.
   • Record actual and/or potential conflict.
7. Deal with emotions
   • Reflect on own behaviour and feelings about the situation.
   • Recognise and manage own emotions.
   • Acknowledge and deal with other parties' emotions in a manner that prevents escalation.
8. Overcome barriers to communication
   • Identify barriers to effective communication.
   • Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.
   • Take into account social and cultural differences in communication style and approach.
9. Gather the facts
   • Encourage the other party to describe the facts as they see them.
   • Assess information from the other party, considering emotions or behaviour.
   • Share facts objectively from own point of view with the other party.
   • Gather and include additional information, to ensure all perspectives are considered.
10. 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.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

using communication techniques with a diverse workforce and client base including assertiveness, listening, nonverbal communication, language style, problem solving

dealing with difficult situations

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

public sector legislation including WHS and environment, regulations, organisational policies, procedures and guidelines relating to managing conflict in the public sector

types of conflict in the workplace and typical causes

conflict theory including signs, stages, levels, factors involved, results

group processes and roles people play

organisational structures and workplace culture

different social and cultural practices

conflict resolution skills and strategies

concept of personal power vs. positional power

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