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Elements and Performance Criteria

1. Identify conflict situations
   • Identify (quickly) signs and possible causes of conflict
   • Determine accurately the stage of the conflict, with respect to progression and possible escalation
   • Take swift and tactful action to prevent escalation
   • Identify (quickly) situations where personal safety of clients or staff may be threatened and organise appropriate assistance (if required)
   • Identify factors within the individual or workplace environment which relate to the developing conflict
2. Implement conflict resolution strategies
   • Take responsibility for resolving the conflict within scope of individual responsibility
   • Clarify factors and issues relevant to the conflict
   • Demonstrate correct use of conflict resolution techniques to manage the conflict after consideration of the particular situation
   • Identify options for resolution of the conflict which allow for constructive responses to be negotiated and enable established work relationships to continue
   • Encourage, treat with respect, and accept (where appropriate) all points of view during negotiations and discussions
3. Use effective interpersonal skills
   • Demonstrate use of effective verbal and non verbal communication during negotiations (including body language, questioning, language style, active listening and reflection)
   • Provide assertive feedback, and receive feedback non-defensively during negotiations

Required Skills

Not applicable

Evidence Required

The Evidence Guide identifies the critical aspects knowledge and skills to be demonstrated to confirm competence for this unit This is an integral part of the assessment of competence and should be read in conjunction with the Range Statements

Critical aspects of evidence to be considered	Assessment must confirm sufficient knowledge of typical symptoms and causes of conflict in the work environment and conflict resolution techniques Assessment of performance should be over the resolution of a minimum of three different conflict situations covering the prescribed number of categories from the Range Statements Assessment must confirm the ability to apply this knowledge and appropriate techniques to identify sources of conflict in the workplace resolve a range of different conflict situations using different options for resolution use suitable communication skills to facilitate effective discussion between all parties and achieve resolution
Interdependent assessment of units	This unit must be assessed after attainment of competency in the following units Nil This unit must be assessed in conjunction with the following units Nil For the purpose of integrated assessment this unit may be assessed in conjunction with the following units Nil
Required knowledge and skills	Required knowledge Signs and stages of conflict in the workplace Possible causessources of conflict ideational status and power goal conflict Functions of conflict functional and dysfunctional Options for constructive responses to typical conflict situations Required skills Interpersonal skills Participation in small informal work groups Problem solving Ability to gather record and convey information
Resource implications	Physical resources assessment of this unit of competency requires access to real or simulated work group situations access to information relevant to the workplace Human resources assessment of this unit of competency will require human resources consistent with those outlined in the Assessment Guidelines That is assessors or persons within the assessment team must be competent in this unit but preferably be competent in the unit at the level above be current in their knowledge and understanding of the industry through provision of evidence of professional activity in the relevant area have attained the mandatory competency requirements for assessors under the Australian Quality Training Framework AQTF as specified in Standard of the Standards for Registered Training Organisations
Consistency in performance	Due to issues such as differences in conflict situations this unit of competency must be assessed over the resolution of a minimum of three different conflict situations to ensure consistency of performance over the Range Statements and contexts applicable to conflict arising in workplaces
Context for assessment	This unit of competency must be assessed in the context of responding to a conflict issue arising during a sport or recreation activity for a group of clients For valid and reliable assessment the clients should be real ie not peers and the sport or recreation activity should be similar to those that occur in the learners work environment The environment should be safe with the hazards circumstances and equipment likely to be encountered in a real workplace Assessment of this unit of competency will usually include observation of processes and procedures oral andor written questioning on required knowledge and skills and consideration of required attitudes Where performance is not directly observed andor is required to be demonstrated over a period of time andor in a number of locations any evidence should be authenticated by colleagues supervisors clients or other appropriate persons

KEY COMPETENCIES
Collect AnalyseampOrganise Information	Communicate IdeasampInformation	PlanampOrganise Activities	Work with Othersampin Teams	Use Mathematical IdeasampTechniques	Solve Problems	Use Technology
These levels do not relate to the Australian Qualifications Framework They relate to the seven areas of generic competency that underpin effective workplace practices The three levels of performance and denote the level of competency required to perform the task Use routine approaches Select from routine approaches Establish new approaches Collecting analysing and organising information Collecting information objectively from all stakeholders involved in a conflict situation Communicating ideas and information Liaising with all stakeholders and presenting solutionfocused ideas Planning and organising activities Not applicable Working with teams and others Collaboratively working with people and negotiating and consulting for a resolution Using mathematical ideas and techniques Not applicable Solving problems Resolving conflict andor preventing conflict from arising in a workplace situation Using technology Not applicable Please refer to the Assessment Guidelines for advice on how to use the Key Competencies

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Range Statement

Range Statements The Range Statements provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. The Range Statements relate to the unit as a whole and helps facilitate holistic assessment. In addition, the following variables may be present for this particular unit of competency

	CATEGORIES
Conflict resolution techniques	[all categories] approaches to conflict resolution include withdrawal smoothing compromise forcing confrontation problem solving compromise majority vote arbitration
Conflict situations	[all categories] situations may include client complaints conflicts among work colleagues conflict between clients/participants
Factors related to conflict	[all categories] factors contributing to conflict may include opposing attitudes, values, beliefs individual versus group goals workload stress limited resources
Interpersonal skills	[all categories] communication verbal non-verbal questioning listening paraphrasing negotiating feedback

Options for resolution	[all categories] win - win win - lose lose - lose
Workplace environment	[one category] sectors of the sport and recreation industry fitness sport community recreation outdoor recreation

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