Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CPPDSM4056A Mapping and Delivery Guide
Manage conflict and disputes in the property industry

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPDSM4056A - Manage conflict and disputes in the property industry
Description This unit of competency specifies the outcomes required to use communication techniques to manage and resolve conflict and disputes in the property industry. It requires the ability to assess conflict or dispute situations, accurately receive and relay information, adapt interpersonal styles and techniques to varying social and cultural environments, and evaluate responses.The unit may form part of the licensing requirements for persons working in the property industry, including in the real estate, business broking, stock and station agency and property operations and development sectors, in those States and Territories where these are regulated activities.
Employability Skills The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.
Learning Outcomes and Application This unit of competency supports the work of those involved in using communication techniques to manage and resolve conflict and disputes in the property industry.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field Property operations and development
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Assess conflict or dispute.
  • Conflict or dispute is identified and responses are evaluated according to organisational and legislative requirements.
  • Causes of conflict or dispute are recognised and appropriate responses to prevent escalation are identified according to organisational procedures.
  • Effective observation and active listening skills are used to elicit and interpret verbal and non-verbal information.
  • Effective communication techniques are used to ensure an accurate exchange of information.
  • Situations requiring specialist advice are identified and assistance is sought as required according to organisational requirements.
       
Element: Negotiate resolution.
  • Conflict or dispute is negotiated and resolved constructively using strategies that comply with established organisational procedures.
  • Negotiation techniques are used to maintain positive interaction, and divert and minimise aggressive behaviour.
  • Communication with others is conducted in a courteous manner that reflects sensitivity to individual, social and cultural differences according to organisational requirements.
  • Contradictions, ambiguity, uncertainty or misunderstandings are identified and clarified according to organisational procedures.
  • Factors that might impact on the safety or security of clients and colleagues are identified and appropriate responses or contingency measures are formulated and implemented.
       
Element: Evaluate response.
  • Effectiveness of response is evaluated and reviewed according to legislative and organisational requirements.
  • Response evaluation findings are organised in a format suitable for analysis according to organisational requirements.
  • Incident observations are provided in an accurate, concise and constructive manner when reviewing and debriefing situations.
  • Business equipment and technology are used to prepare records and reports according to applicable OHS, legislative and organisational requirements.
  • Information is securely maintained with due regard to confidentiality, and legislative and organisational requirements.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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

Overview of assessment

This unit of competency could be assessed through practical demonstration of using communication techniques to manage and resolve conflict and disputes. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment.

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

A person who demonstrates competency in this unit must be able to provide evidence of:

evaluating resolution process and accurately recording and reporting facts and outcomes

knowledge of organisation's practices, ethical standards and legislative requirements associated with managing and resolving conflict and disputes

negotiating conflict or dispute situations to an effective resolution where possible

using communication techniques to accurately identify causes and incidences of conflict or dispute.

Context of and specific resources for assessment

Resource implications for assessment include:

access to suitable simulated or real opportunities and resources to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services.

Where applicable, physical resources should include equipment modified for people with disabilities.

Access must be provided to appropriate learning and/or assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.

Validity and sufficiency of evidence require that:

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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

Required skills:

evaluation skills to assess appropriate responses to conflict or disputes and assess effectiveness of resolution processes

interpersonal skills to adapt personal styles to suit conflict or dispute situation, consult and negotiate in a culturally sensitive and appropriate manner, and relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities

language skills to communicate adequately

negotiation skills to support people involved in a conflict or dispute, negotiate agreement of all parties to resolve conflict or dispute

problem solving skills to identify causes and incidences of conflict or dispute and determine contingency responses

technology skills to prepare and present records and reports.

Required knowledge and understanding:

conflict or dispute resolution techniques and procedures

consultation methods, techniques and protocols

ethical practices and relevant codes of conduct

negotiation strategies

organisational policies and procedures for property services, including handling of complaints

relevant federal and state or territory legislation and local government regulations related to:

anti-discrimination

consumer protection

environmental issues

equal employment opportunity (EEO)

financial probity

franchise and business structures

industrial relations

OHS

privacy

property sales, leasing and management

techniques for dealing with people with special needs.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Conflict or dispute situations may include:

accidents resulting in injury

arguments and disagreements

conflict or disputes between staff and members of the public

destruction of property

ejection of persons

persons suffering from emotional distress or mental illness

persons under the influence of intoxicating substances

persons with criminal intent

refusal to follow directions and guidance

riots and demonstrations

situations affecting the security of self, others or property.

Organisational requirements may be outlined and reflected in:

access and equity principles and practice guidelines

business and performance plans

complaint and dispute resolution procedures

goals, objectives, plans, systems and processes

legal and ethical requirements and codes of practice

mission statements and strategic plans

OHS policies, procedures and programs

policies and procedures in relation to client service

quality and continuous improvement processes and standards

quality assurance and procedure manuals.

Legislative requirements may be outlined and reflected in:

Australian Securities and Investments Commission, Australian Competition and Consumer Commission, and Foreign Investment Review Board requirements

Australian standards

federal and state taxation requirements

consumer protection laws and guidelines

court and tribunal precedents

environmental and zoning laws affecting access security, access and property use

freedom of information

home building requirements

licensing requirements

privacy and confidentiality requirements and laws applying to owners, contractors and tenants

public health

quality assurance and certification requirements

relevant common law

relevant federal, and state or territory legislation and regulations affecting organisational operation, including:

anti-discrimination and diversity

environmental issues

EEO

industrial relations

OHS

relevant industry codes of practice covering the market sector and industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common law

relevant local government policies and regulations

strata, community and company titles

tenancy agreements

trade practices laws and guidelines.

Communication techniques may include:

active listening

clear, legible writing

giving customers full attention

maintaining eye contact

non-verbal communication, including body language and personal presentation

speaking clearly and concisely

using appropriate language and tone of voice

using open and closed questions.

Specialist advice may be sought from:

clients

colleagues

counsellors

emergency personnel

health and safety personnel

legal representatives

members of industry associations

supervisors.

Negotiation techniques should include:

control of tone of voice and body language

demonstrating flexibility and willingness to negotiate

using positive, confident and cooperative language

using clear presentation of options and consequences

using language and concepts appropriate to the people involved

using strategic questioning and listening to gather information and direct the focus of people involved

using summarising of positions and agreements to move understanding.

Social and cultural differences may be expressed in:

beliefs, values and practices

conventions of gender and sexuality

cultural stereotypes

dress

food and diet

religious and spiritual observances

social conventions

traditional practices and observations

verbal and non-verbal language.

Clients may include:

building supervisors

company management

fund managers

fund providers

government and legal instruments or agencies

institutions

insurers

internal and external property groups

owner-occupiers

private investors

property agents

property owners

strata companies

tenants.

Contingency measures may include:

counselling

cultural support

defusing strategies

first aid

intervention

mediation

selecting alternative actions that may require use of force within legal requirements

separation or isolation of source of conflict

special watch

specialists and experts.

Business equipment and technology may include:

computers

data storage devices

email

facsimile machines

internet, extranet and intranet

photocopiers

printers

scanners

software applications, such as databases and word applications.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Conflict or dispute is identified and responses are evaluated according to organisational and legislative requirements. 
Causes of conflict or dispute are recognised and appropriate responses to prevent escalation are identified according to organisational procedures. 
Effective observation and active listening skills are used to elicit and interpret verbal and non-verbal information. 
Effective communication techniques are used to ensure an accurate exchange of information. 
Situations requiring specialist advice are identified and assistance is sought as required according to organisational requirements. 
Conflict or dispute is negotiated and resolved constructively using strategies that comply with established organisational procedures. 
Negotiation techniques are used to maintain positive interaction, and divert and minimise aggressive behaviour. 
Communication with others is conducted in a courteous manner that reflects sensitivity to individual, social and cultural differences according to organisational requirements. 
Contradictions, ambiguity, uncertainty or misunderstandings are identified and clarified according to organisational procedures. 
Factors that might impact on the safety or security of clients and colleagues are identified and appropriate responses or contingency measures are formulated and implemented. 
Effectiveness of response is evaluated and reviewed according to legislative and organisational requirements. 
Response evaluation findings are organised in a format suitable for analysis according to organisational requirements. 
Incident observations are provided in an accurate, concise and constructive manner when reviewing and debriefing situations. 
Business equipment and technology are used to prepare records and reports according to applicable OHS, legislative and organisational requirements. 
Information is securely maintained with due regard to confidentiality, and legislative and organisational requirements. 

Forms

Assessment Cover Sheet

CPPDSM4056A - Manage conflict and disputes in the property industry
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CPPDSM4056A - Manage conflict and disputes in the property industry

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: