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: June 2024
Qualification | - |
Unit of Competency | MSMSUP280 - Manage conflict at work |
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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. |
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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 | |
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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 |