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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
  2. Deal with emotions
  3. Overcome barriers to communication
  4. Gather the facts
  5. Agree on and implement action

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

Skill requirements

Look for evidence that confirms skills in

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

using problem solving to deal with unexpected issues or attitudes

dealing with difficult situations and people

responding to diversity including gender and disability

applying procedures relating to occupational health and safety and environment in the context of conflict resolution

Knowledge requirements

Look for evidence that confirms knowledge and understanding of

legislation regulations organisational policies procedures and guidelines relating to managing conflict in the public sector workplace including equal employment opportunity diversity antidiscrimination harassment occupational health and safety privacy confidentiality freedom of information

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

personal power and positional power

grievance procedures in the public sector

equal employment opportunity equity and diversity principles

public sector legislation such as occupational health and safety and environment in the context of conflict resolution

Evidence Required

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole It must be read in conjunction with the Unit descriptor Performance Criteria the Range Statement and the Assessment Guidelines for the Public Sector Training Package

Units to be assessed together

Prerequisite unitsthat must be achieved prior to this unitNil

Corequisite unitsthat must be assessed with this unitNil

Coassessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include but are not limited to

PSPETHCB Uphold the values and principles of public service

PSPETHC301B Uphold the values and principles of public service

PSPGOVB Work effectively in the organisation

PSPGOV301B Work effectively in the organisation

PSPGOVB Contribute to workgroup activities

PSPGOV302B Contribute to workgroup activities

PSPGOVB Work effectively with diversity

PSPGOV308B Work effectively with diversity

PSPGOVA Use workplace communication strategies

PSPGOV312A Use workplace communication strategies

PSPLEGNB Comply with legislation in the public sector

PSPLEGN301B Comply with legislation in the public sector

PSPOHSA Contribute to workplace safety

PSPOHS301A Contribute to workplace safety

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria look for evidence that confirms

the knowledge requirements of this unit

the skill requirements of this unit

application of Employability Skills as they relate to this unit

contribution to conflict management in a range of or more contexts or occasions over time

Resources required to carry out assessment

These resources include

legislation policy procedures and protocols relating to the public sector

grievance procedures in the public sector

strategies and guidelines for dealing with workplace conflict

case studies and workplace scenarios to capture the range of situations likely to be encountered when contributing to conflict management

Where and how to assess evidence

Valid assessment of this unit requires

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when contributing to conflict management including coping with difficulties irregularities and breakdowns in routine

contribution to conflict management in a range of or more contexts or occasions over time

Assessment methods should reflect workplace demands such as literacy and the needs of particular groups such as

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations

Assessment methods suitable for valid and reliable assessment of this competency may include but are not limited to a combination of or more of

case studies

portfolios

questioning

scenarios

simulation or role plays

authenticated evidence from the workplace andor training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments


Range Statement

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in italics in the Performance Criteria is explained here.

Conflict situations may relate to

conflicts with work colleagues

refusals to follow directions/guidance

customer complaints/dissatisfaction

disagreements with members of the public

bystander behaviour

drug or alcohol affected persons

persons suffering emotional distress

Causes of conflict may include

personality clashes

poor communication

competing needs

cross-cultural issues

abuse of power

workplace bullying

customer dissatisfaction

gender issues

inter-generational issues

Avoidance and/or assistance may be necessary for

unsafe situations

escalating situations

physical danger

situations beyond one's level of expertise or comfort zone

Communication techniques may include

verbal and non-verbal language

questioning and listening

cooperative language

control of emotions, voice and body language

constructive feedback

reflection

summarising

re-phrasing

paraphrasing

presenting options

using language and concepts suited to the occasion and the other party

showing a willingness to compromise

Legislation, policies and procedures may include

State/Territory or Commonwealth legislation, regulations, organisational policies, procedures and guidelines relating to the conflict management in the public sector, including equal employment opportunity, diversity, anti-discrimination, harassment, occupational health and safety, privacy, confidentiality, freedom of information

public sector standards

codes of practice

codes of ethics

security standards

Social and cultural differences may include

beliefs and values

social conventions

family relationships

codes of conduct

cultural observances

verbal and non-verbal language

Strategies may include

a partnership approach

working cooperatively on solving the problem

third party assistance

mediation