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

MSMSUP280 Mapping and Delivery Guide
Manage conflict at work

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency MSMSUP280 - Manage conflict at work
Description
Employability Skills
Learning Outcomes and Application This unit of competency covers the skills and knowledge required to manage conflict in a range of personal conflict situations.This unit of competency applies to personnel who are required to liaise and cooperate with other members of the team and to work towards finding common ground and opportunities for problem resolution. It applies to any interactions in the workplace, including interactions between co-workers, between staff and customer/client, and between staff and supervisor.This unit of competency applies to an individual working alone or as part of a team/work group and working in liaison with other shift team members and the control room operator, as appropriate.This unit of competency applies to all work environments and sectors within the industry.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

The unit should be assessed holistically and the judgement of competence based on a holistic assessment of the evidence.

The collection of performance evidence:

should occur over a range of situations which include typical disruptions to normal, smooth operations

will use one or a combination of:

totally off the job, in which case it will use case studies and role plays as well as questions

evidence drawn totally from performance in the workplace

will typically include a supervisor/third-party report focusing on consistent performance and problem recognition and solving. A supervisor/third-party report must be prepared by someone who has a direct, relevant, current relationship with the person being assessed and who is in a position to form a judgement on workplace performance relevant to the unit of competency

may use industry-based simulation for all or part of the unit particularly where safety, lack of opportunity or significant cost is an issue.

Assessment should occur in operational workplace situations. Where this is not possible, or where personal safety or environmental damage are limiting factors, assessment must occur in a sufficiently rigorous simulated environment reflecting realistic operational workplace conditions. This must cover all aspects of workplace performance, including environment, task skills, task management skills, contingency management skills and job role environment skills.

Assessment in a simulated environment should use evidence collected from one or more of:

walk-throughs

pilot plant operation

demonstration of skills

industry based case studies/scenarios

‘what ifs’.

Knowledge evidence may be collected concurrently with performance evidence (provided a record is kept) or through an independent process, such as workbooks, written assessments or interviews (provided a record is kept).

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Conditions for assessment must include access to all tools, equipment, materials and documentation required, including relevant workplace procedures, product and manufacturing specifications associated with this unit.

Foundation skills are integral to competent performance of the unit and should not be assessed separately.

As a minimum, assessors must satisfy the Standards for Registered Training Organisations 2015 assessor requirements.
Prerequisites/co-requisites
Competency Field Support
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: Identify potential sources of conflict
       
Element: Identify actions which are likely to promote a reaction in others
       
Element: Assess the other person’s needs and/or concerns
       
Element: Assess own ability to respond to the other person’s needs
       
Element: Recognise possible causes of conflict
       
Element: Identify potential conflict situations
       


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.

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element

1

Identify potential sources of conflict

1.1

Identify actions which are likely to promote a reaction in others

1.2

Assess the other person’s needs and/or concerns

1.3

Assess own ability to respond to the other person’s needs

1.4

Recognise possible causes of conflict

1.5

Identify potential conflict situations

2

Identify range of alternative approaches

2.1

Discuss with the other person their needs and concerns

2.2

Identify own needs and concerns and discuss with other person

2.3

Identify possible approaches through which the needs and concerns of both may be met

2.4

Develop a range of alternative approaches for achieving goals

3

Resolve conflicts

3.1

Identify areas of common ground or objectives that can be mutually supported

3.2

Agree on an approach which will meet the majority of objectives for both parties

3.3

Implement the approach

3.4

Check that the agreed requirements are being met and that conflict has been resolved

4

Respond to problems

4.1

Identify possible problems in the conflict management process

4.2

Determine problems needing action

4.3

Determine possible causes

4.4

Rectify problem using appropriate solution within area of responsibility

4.5

Follow through items initiated until final resolution has occurred

4.6

Report problems outside area of responsibility to designated person

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

recognise situations, actions and verbal and non-verbal communication that indicate potential or actual conflict

communicate about needs and concerns of self and others and areas of common ground using:

appropriate verbal and non-verbal communication

statements that focus on issues and facts, not people and personalities

accurate reflection of people’s needs and concerns

implement conflict resolution approach and monitor its success

apply known solutions to routine problems

manage conflict as it arises.

Evidence must be provided that demonstrates knowledge of:

likely sources of conflict in own job/workplace

indicators of potential conflict

communication approaches to resolving conflict

conflict resolution skills relevant to own job/workplace.

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.

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element

1

Identify potential sources of conflict

1.1

Identify actions which are likely to promote a reaction in others

1.2

Assess the other person’s needs and/or concerns

1.3

Assess own ability to respond to the other person’s needs

1.4

Recognise possible causes of conflict

1.5

Identify potential conflict situations

2

Identify range of alternative approaches

2.1

Discuss with the other person their needs and concerns

2.2

Identify own needs and concerns and discuss with other person

2.3

Identify possible approaches through which the needs and concerns of both may be met

2.4

Develop a range of alternative approaches for achieving goals

3

Resolve conflicts

3.1

Identify areas of common ground or objectives that can be mutually supported

3.2

Agree on an approach which will meet the majority of objectives for both parties

3.3

Implement the approach

3.4

Check that the agreed requirements are being met and that conflict has been resolved

4

Respond to problems

4.1

Identify possible problems in the conflict management process

4.2

Determine problems needing action

4.3

Determine possible causes

4.4

Rectify problem using appropriate solution within area of responsibility

4.5

Follow through items initiated until final resolution has occurred

4.6

Report problems outside area of responsibility to designated person

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Conflict

Conflict in the context of this unit refers to interpersonal conflict and may arise in any work-related context.

Potential sources of conflict

Potential sources of conflict include conflicts arising from one or more of the following:

different learning/problem solving styles

different work or personal priorities

different personality styles

conflicting key performance indicators (KPIs), work goals or targets

different social, cultural, religious or ethnic background or different gender of sexual preference

different interpretation of requirements or ‘the rules’

Approaches to resolving conflict

Approaches to resolving conflict will be based on direct communication and include one or more of the following:

informal, face-to-face discussions

formal/structured face-to-face discussions

through the use of:

telephones and two-way radios

memos, faxes, letters or emails

Routine problems

Routine problems must be resolved by applying known solutions.

Routine problems are predictable and include one or more of the following:

anger or aggression arising from industrial relations matters

disagreements over processes or work practices

variations in opinions about circumstances or events

interpersonal disputes arising from changes in personal circumstances

Known solutions are drawn from one or more of the following:

procedures

training

remembered experience

Non-routine problems must be reported according to according to relevant procedures.

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
 
 
 
 
 
 

Forms

Assessment Cover Sheet

MSMSUP280 - Manage conflict at work
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

MSMSUP280 - Manage conflict at work

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: