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

PSPGEN021 Mapping and Delivery Guide
Contribute to conflict management

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency PSPGEN021 - Contribute to conflict management
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills required to contribute to conflict management. It includes recognising the presence of conflict, dealing with emotions, overcoming barriers to communication, gathering facts, agreeing upon and implementing action.This unit applies to those working in a role where they may be required to deal with conflict in the workplace.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.Those undertaking this unit would generally work independently, performing complex tasks in a range of familiar and unfamiliar contexts.No licensing, legislative or certification requirements apply to unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

Prerequisites/co-requisites
Competency Field General
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: Recognise the presence of conflict
  • Recognise and acknowledge conflict situations and/or the potential for conflict.
  • Avoid conflict situations where possible, seek assistance when necessary.
  • Record actual and/or potential conflict.
       
Element: Deal with emotions
  • Reflect on own behaviour and feelings about the situation.
  • Recognise and manage own emotions.
  • Acknowledge and deal with other parties' emotions in a manner that prevents escalation.
       
Element: Overcome barriers to communication
  • Identify barriers to effective communication.
  • Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.
  • Take into account social and cultural differences in communication style and approach.
       
Element: Gather the facts
  • Encourage the other party to describe the facts as they see them.
  • Assess information from the other party, considering emotions or behaviour.
  • Share facts objectively from own point of view with the other party.
  • Gather and include additional information, to ensure all perspectives are considered.
       
Element: Agree on and implement action
  • Determine strategies to resolve the problem in consultation with the other party.
  • Obtain approval where necessary on agreed strategies and implement.
  • Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.
  • Refer, where agreement cannot be reached, on strategies for resolution.
       
Element: Recognise the presence of conflict
  • Recognise and acknowledge conflict situations and/or the potential for conflict.
  • Avoid conflict situations where possible, seek assistance when necessary.
  • Record actual and/or potential conflict.
       
Element: Deal with emotions
  • Reflect on own behaviour and feelings about the situation.
  • Recognise and manage own emotions.
  • Acknowledge and deal with other parties' emotions in a manner that prevents escalation.
       
Element: Overcome barriers to communication
  • Identify barriers to effective communication.
  • Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.
  • Take into account social and cultural differences in communication style and approach.
       
Element: Gather the facts
  • Encourage the other party to describe the facts as they see them.
  • Assess information from the other party, considering emotions or behaviour.
  • Share facts objectively from own point of view with the other party.
  • Gather and include additional information, to ensure all perspectives are considered.
       
Element: Agree on and implement action
  • Determine strategies to resolve the problem in consultation with the other party.
  • Obtain approval where necessary on agreed strategies and implement.
  • Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.
  • Refer, where agreement cannot be reached, on strategies for resolution.
       


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

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Recognise the presence of conflict

1.1 Recognise and acknowledge conflict situations and/or the potential for conflict.

1.2 Avoid conflict situations where possible, seek assistance when necessary.

1.3 Record actual and/or potential conflict.

2. Deal with emotions

2.1 Reflect on own behaviour and feelings about the situation.

2.2 Recognise and manage own emotions.

2.3 Acknowledge and deal with other parties' emotions in a manner that prevents escalation.

3. Overcome barriers to communication

3.1 Identify barriers to effective communication.

3.2 Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.

3.3 Take into account social and cultural differences in communication style and approach.

4. Gather the facts

4.1 Encourage the other party to describe the facts as they see them.

4.2 Assess information from the other party, considering emotions or behaviour.

4.3 Share facts objectively from own point of view with the other party.

4.4 Gather and include additional information, to ensure all perspectives are considered.

5. Agree on and implement action

5.1 Determine strategies to resolve the problem in consultation with the other party.

5.2 Obtain approval where necessary on agreed strategies and implement.

5.3 Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.

5.4 Refer, where agreement cannot be reached, on strategies for resolution.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

using communication techniques with a diverse workforce and client base including assertiveness, listening, nonverbal communication, language style, problem solving

dealing with difficult situations

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

public sector legislation including WHS and environment, regulations, organisational policies, procedures and guidelines relating to managing conflict in the public sector

types of conflict in the workplace and typical causes

conflict theory including signs, stages, levels, factors involved, results

group processes and roles people play

organisational structures and workplace culture

different social and cultural practices

conflict resolution skills and strategies

concept of personal power vs. positional power


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

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Recognise the presence of conflict

1.1 Recognise and acknowledge conflict situations and/or the potential for conflict.

1.2 Avoid conflict situations where possible, seek assistance when necessary.

1.3 Record actual and/or potential conflict.

2. Deal with emotions

2.1 Reflect on own behaviour and feelings about the situation.

2.2 Recognise and manage own emotions.

2.3 Acknowledge and deal with other parties' emotions in a manner that prevents escalation.

3. Overcome barriers to communication

3.1 Identify barriers to effective communication.

3.2 Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.

3.3 Take into account social and cultural differences in communication style and approach.

4. Gather the facts

4.1 Encourage the other party to describe the facts as they see them.

4.2 Assess information from the other party, considering emotions or behaviour.

4.3 Share facts objectively from own point of view with the other party.

4.4 Gather and include additional information, to ensure all perspectives are considered.

5. Agree on and implement action

5.1 Determine strategies to resolve the problem in consultation with the other party.

5.2 Obtain approval where necessary on agreed strategies and implement.

5.3 Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.

5.4 Refer, where agreement cannot be reached, on strategies for resolution.

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
Recognise and acknowledge conflict situations and/or the potential for conflict. 
Avoid conflict situations where possible, seek assistance when necessary. 
Record actual and/or potential conflict. 
Reflect on own behaviour and feelings about the situation. 
Recognise and manage own emotions. 
Acknowledge and deal with other parties' emotions in a manner that prevents escalation. 
Identify barriers to effective communication. 
Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary. 
Take into account social and cultural differences in communication style and approach. 
Encourage the other party to describe the facts as they see them. 
Assess information from the other party, considering emotions or behaviour. 
Share facts objectively from own point of view with the other party. 
Gather and include additional information, to ensure all perspectives are considered. 
Determine strategies to resolve the problem in consultation with the other party. 
Obtain approval where necessary on agreed strategies and implement. 
Monitor progress to confirm the effectiveness of the agreed action, complete records and reports. 
Refer, where agreement cannot be reached, on strategies for resolution. 
Recognise and acknowledge conflict situations and/or the potential for conflict. 
Avoid conflict situations where possible, seek assistance when necessary. 
Record actual and/or potential conflict. 
Reflect on own behaviour and feelings about the situation. 
Recognise and manage own emotions. 
Acknowledge and deal with other parties' emotions in a manner that prevents escalation. 
Identify barriers to effective communication. 
Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary. 
Take into account social and cultural differences in communication style and approach. 
Encourage the other party to describe the facts as they see them. 
Assess information from the other party, considering emotions or behaviour. 
Share facts objectively from own point of view with the other party. 
Gather and include additional information, to ensure all perspectives are considered. 
Determine strategies to resolve the problem in consultation with the other party. 
Obtain approval where necessary on agreed strategies and implement. 
Monitor progress to confirm the effectiveness of the agreed action, complete records and reports. 
Refer, where agreement cannot be reached, on strategies for resolution. 

Forms

Assessment Cover Sheet

PSPGEN021 - Contribute to conflict management
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

PSPGEN021 - Contribute to conflict management

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: