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 strategiesskills 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 conflict in the public sector workplace

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

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 units that must be achieved prior to this unitNil

Corequisite units that 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

PSPETHCA Uphold and support the values and principles of public service

PSPETHC401A Uphold and support the values and principles of public service

PSPGOVB Provide input to change processes

PSPGOV405B Provide input to change processes

PSPGOVB Gather and analyse information

PSPGOV406B Gather and analyse information

PSPGOVA Value diversity

PSPGOV408A Value diversity

PSPGOVA Use advanced workplace communication strategies

PSPGOV412A Use advanced workplace communication strategies

PSPGOVA Identify and treat risks

PSPGOV417A Identify and treat risks

PSPLEGNA Encourage compliance with legislation in the public sector

PSPLEGN401A Encourage compliance with legislation in the public sector

PSPOHSB Implement workplace safety procedures and programs

PSPOHS401B Implement workplace safety procedures and programs

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

conflict dealt with 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 conflict management in 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 dealing with conflict

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 dealing with conflict in the workplace including coping with difficulties irregularities and breakdowns in routine

conflict dealt with 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

Conflict situations may relate to:

Causes of conflict may include:

Communication techniques may include:

Legislation, policy and procedures may include:

Social and cultural differences may include:

Assistance may include: