Elements and Performance Criteria
- Identify conflict situations.
- Resolve conflict.
- Take responsibility for finding a solution to conflict.
- Establish and agree on the nature and details of conflict with all parties and assess impact.
- Deal with conflict sensitively, courteously and discreetly.
- Minimise impact on other colleagues and customers.
- Use effective conflict resolution techniques and communication skills to manage the conflict and develop solutions.
- Encourage all points of view, acknowledge them and treat them with respect.
- Identify and evaluate the impact of conflict on business reputation and legal liability.
- Evaluate options to resolve the dispute taking into account any organisational policies and constraints.
- Implement the best solution and complete required documentation.
- Evaluate conflicts and resolutions.