Elements and Performance Criteria
- Identify and clarify the nature of workplace disputes
- Potential and actual workplace disputes are identified, or reported disputes noted, and resolution procedures initiated according to workplace procedures.
- Facts and issues surrounding dispute are established through separate consultations with each disputing party and appropriate organisational research.
- Relevant information is documented, collated and disseminated to the disputing parties and other appropriate persons according to organisational and legislative requirements.
- Select and explain dispute-resolution procedures
- Dispute-resolution procedures are analysed, explained to and discussed with relevant parties.
- Dispute-resolution procedures and objectives are negotiated with relevant parties and decisions are verified and documented.
- Roles and responsibilities of parties in the dispute-resolution process are determined and explained to participants.
- Dispute-resolution procedures are scheduled and initiated according to organisational and legislative requirements.
- Dispute-resolution procedures conducted by either statutory agencies or external dispute-resolution providers are analysed and explained.
- Referrals to statutory agencies or external dispute-resolution providers are made, as necessary, according to workplace procedures.
- Implement dispute-resolution procedures
- Appropriate conduct of disputing parties during dispute-resolution procedures is explained and confirmed as understood.
- Communication strategies are employed during the resolution process to ensure timely progress and promote positive outcomes.
- Negotiation between parties is facilitated and supported to encourage agreement to a course of action.
- Agreed courses of action are clarified, documented and validated by all parties or reasons for failure to agree are documented and dispute-resolution procedures are closed.
- Unresolved disputes are referred to appropriate tribunal or person according to organisational and legislative requirements.
- Report on and evaluate resolution procedures
- Outcomes of dispute-resolution procedures are reported to relevant parties according to organisational and legislative requirements.
- Outcomes are compared to objectives and any issues preventing satisfactory resolution are reviewed.
- Strategies for improving the effectiveness of dispute-resolution procedures are discussed with relevant parties and reported according to organisational procedures.