REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit

Required knowledge

Relevant and regulatory and code requirements

Relevant OHampS and environmental protection policies and procedures

Workplace protocols and procedures for the identification and resolution of conflictsgrievances

Relevant workplace business marketing policies and practices including requirements for the maintenance of security and confidentiality

Signs stages and possible causes of conflict in the workplace

Options for constructive responses to typical conflictgrievance situations

Typical problems that can occur when applying conflictgrievance resolution strategies and related appropriate action that can be taken

Required skills

Communicate effectively with others when applying conflict and grievance resolution strategies

Negotiate effectively with others when applying conflict and grievance resolution strategies

Read and interpret instructions procedures information and signs relevant to the application of conflict and grievance resolution strategies

Interpret and follow operational instructions and prioritise work

Gather record and convey simple and routine workrelated information

Complete documentation related to the application of conflict and grievance resolution strategies

Operate electronic communication equipment to required protocol

Identify existing and potential conflictsgrievances

Participate in small informal work groups

Apply interpersonal skills

Work collaboratively with others when applying conflict and grievance resolution strategies

Adapt appropriately to cultural differences in the workplace including modes of behaviour and interactions with others

Promptly report andor rectify any identified problems that may arise when applying conflict and grievance resolution strategies in accordance with regulatory requirements and workplace procedures

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies risk situations and environments

Select and appropriately apply technology information systems and procedures to complete workplace tasks

Work systematically with required attention to detail

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required knowledge and skills the range statement and the assessment guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies and other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials andor equipment andor

applicable documentation including workplace procedures regulations codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through appropriately simulated activities at the registered training organisation andor

in an appropriate range of situations in the workplace

The workplace environment may involve twenty-four hour operation and may include:

Services, products, risks, work systems and requirements may:

Operations involve:

Conflicts/grievances may arise at all levels of the organisation in a range of possible situations including:

Consultative processes may involve:

Communications systems may involve:

Depending on the type of organisation concerned and the local terminology used, workplace plans/procedures may include:

Information/documentation may include:

Applicable regulations and legislation may include: