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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. Identify and assess conflict situations
   • Identify and anticipate signs, stages and possible causes of conflict.
   • Clarify factors and issues relevant to conflict.
   • Explore possible resolutions and/or compromises using appropriate communication techniques.
   • Evaluate responses against workplace requirements, legislation, policies and procedures.
   • Develop resolution strategies that identify the timeframes involved and the form of reporting to be used.
2. Implement strategies to resolve conflict
   • Select a strategy for resolution taking social and cultural differences into account.
   • Identify situations requiring assistance and seek support as required.
   • Implement strategies to address conflict.
   • Maintain records and reports.
3. Monitor conflict situations
   • Evaluate effectiveness of the resolution strategies.
   • Monitor resolution methodology and initiate remedial actions as required.
   • Record and use lessons learnt to improve service delivery and organisational policy and procedures as required.
4. Identify and assess conflict situations
   • Identify and anticipate signs, stages and possible causes of conflict.
   • Clarify factors and issues relevant to conflict.
   • Explore possible resolutions and/or compromises using appropriate communication techniques.
   • Evaluate responses against workplace requirements, legislation, policies and procedures.
   • Develop resolution strategies that identify the timeframes involved and the form of reporting to be used.
5. Implement strategies to resolve conflict
   • Select a strategy for resolution taking social and cultural differences into account.
   • Identify situations requiring assistance and seek support as required.
   • Implement strategies to address conflict.
   • Maintain records and reports.
6. Monitor conflict situations
   • Evaluate effectiveness of the resolution strategies.
   • Monitor resolution methodology and initiate remedial actions as required.
   • Record and use lessons learnt to improve service delivery and organisational policy and procedures as required.

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.

communicating with a diverse workforce and client base including use of assertiveness, active listening, non-verbal communication, appropriate language styles, teamwork

using problem solving to deal with unexpected issues or attitudes

dealing with difficult situations

questioning, negotiating and problem solving

mediating and counselling in the context of conflict management

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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, policies, procedures and guidelines relating to conflict in the public sector workplace

types of conflict in the workplace and typical causes

conflict theories including signs, stages, levels, factors involved, resolution

group processes and roles people play

organisational theory and workplace behaviour

organisational structures

different social and cultural practices

conflict resolution skills and strategies including negotiation, empathy, communication to diffuse tension and achieve positive outcomes

personal power and positional power

grievance procedures in the public sector

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