Elements and Performance Criteria
- Identify the cause of conflict
- Analyse the conflict situation, including the cause, and establish the position of each party.
- Take steps to prevent escalation of the conflict.
- Accept and treat all points of view with respect.
- Identify, clarify and confirm factors and issues relevant to the situation.
- Initiate proceedings to settle the conflict with minimal delay.
- Establish and implement strategies for dealing with conflict
- Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.
- Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.
- Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.
- Agree on outcomes that meet individual requirements.
- Seek assistance where necessary.
- Evaluate response and outcome
- Identify the cause of conflict
- Analyse the conflict situation, including the cause, and establish the position of each party.
- Take steps to prevent escalation of the conflict.
- Accept and treat all points of view with respect.
- Identify, clarify and confirm factors and issues relevant to the situation.
- Initiate proceedings to settle the conflict with minimal delay.
- Establish and implement strategies for dealing with conflict
- Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.
- Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.
- Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.
- Agree on outcomes that meet individual requirements.
- Seek assistance where necessary.
- Evaluate response and outcome