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Elements and Performance Criteria

1. Identify potential conflict situations
2. Signs and stages of conflict or grievance are recognised
3. Possible causes of conflict or grievance are identified
4. Implement conflict resolution strategies
5. Factors and issues relevant to conflict or grievance are clarified
6. Strategies for dealing with conflict or grievance are developed
7. Options for resolving the conflict or grievance are presented that enable constructive responses to be negotiated and established relationships to continue
8. Strategies are implemented to resolve the source of conflict
9. Outcomes of the process are monitored to ensure objectives continue to be met
10. Use effective interpersonal skills
11. Effective verbal and non-verbal communication is used during negotiations, including body language, questioning, language style, active listening and reflection
12. Feedback is given assertively and received non-defensively during negotiations
13. Shared understanding is created through written communications

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying interpersonal skills applying relevant legislation and workplace procedures communicating effectively with others when applying conflict and grievance resolution strategies completing relevant documentation gathering, recording and conveying simple and routine work-related information identifying existing and potential conflict or grievances interpreting and following operational instructions and prioritising work negotiating effectively with others when applying conflict and grievance resolution strategies participating in small informal work groups reading and interpreting relevant instructions, procedures, information and signs responding appropriately to cultural preferences in the workplace, including modes of behaviour and interactions with others selecting and appropriately applying technology, information systems and procedures to complete workplace tasks working collaboratively with others when applying conflict and grievance resolution strategies working systematically with required attention to detail.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

options for constructive responses to typical conflict/grievance situations relevant regulation and code requirements relevant work health and safety (WHS)/occupational health and safety (OHS) policies and procedures relevant workplace business marketing policies and practices, including requirements for maintaining security and confidentiality signs, stages and possible causes of conflict in the workplace typical problems that can occur when applying conflict or grievance resolution strategies and related appropriate action that can be taken workplace protocols and procedures for identifying and resolving conflict or grievances.

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