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

PSPGEN032 Mapping and Delivery Guide
Deal with conflict

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency PSPGEN032 - Deal with conflict
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills required to handle difficult interpersonal situations and address the conflicts that may arise in day to day work activities. It includes identifying the cause of conflict, establishing and implementing strategies for dealing with conflict and evaluating the response and outcomes. This unit applies to those working in generalist and specialist roles within the public sector.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 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: Identify the cause of conflict
  • Analyse the conflict situation, including the cause, and establish the position of each party.
  • Take steps to prevent escalation of the conflict.
  • Accept and treat all points of view with respect.
  • Identify, clarify and confirm factors and issues relevant to the situation.
  • Initiate proceedings to settle the conflict with minimal delay.
       
Element: Establish and implement strategies for dealing with conflict
  • Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.
  • Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.
  • Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.
  • Agree on outcomes that meet individual requirements.
  • Seek assistance where necessary.
       
Element: Evaluate response and outcome
  • Maintain records and reports.
  • Provide accurate and constructive observations of incidents in reviewing and debriefing the situation.
  • Evaluate and review effectiveness of response.
       
Element: Identify the cause of conflict
  • Analyse the conflict situation, including the cause, and establish the position of each party.
  • Take steps to prevent escalation of the conflict.
  • Accept and treat all points of view with respect.
  • Identify, clarify and confirm factors and issues relevant to the situation.
  • Initiate proceedings to settle the conflict with minimal delay.
       
Element: Establish and implement strategies for dealing with conflict
  • Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.
  • Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.
  • Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.
  • Agree on outcomes that meet individual requirements.
  • Seek assistance where necessary.
       
Element: Evaluate response and outcome
  • Maintain records and reports.
  • Provide accurate and constructive observations of incidents in reviewing and debriefing the situation.
  • Evaluate and review effectiveness of response.
       


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. Identify the cause of conflict

1.1 Analyse the conflict situation, including the cause, and establish the position of each party.

1.2 Take steps to prevent escalation of the conflict.

1.3 Accept and treat all points of view with respect.

1.4 Identify, clarify and confirm factors and issues relevant to the situation.

1.5 Initiate proceedings to settle the conflict with minimal delay.

2. Establish and implement strategies for dealing with conflict

2.1 Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.

2.2 Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.

2.3 Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.

2.4 Agree on outcomes that meet individual requirements.

2.5 Seek assistance where necessary.

3. Evaluate response and outcome

3.1 Maintain records and reports.

3.2 Provide accurate and constructive observations of incidents in reviewing and debriefing the situation.

3.3 Evaluate and review effectiveness of response.

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.

communicating strategies with a diverse workforce and client base including strategies of assertiveness, listening, nonverbal communication, language style, problem solving

using problem solving to deal with unexpected issues or attitudes

dealing with difficult situations and people

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 conflict in the public sector workplace

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

personal power and positional power

grievance procedures in the public sector

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. Identify the cause of conflict

1.1 Analyse the conflict situation, including the cause, and establish the position of each party.

1.2 Take steps to prevent escalation of the conflict.

1.3 Accept and treat all points of view with respect.

1.4 Identify, clarify and confirm factors and issues relevant to the situation.

1.5 Initiate proceedings to settle the conflict with minimal delay.

2. Establish and implement strategies for dealing with conflict

2.1 Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.

2.2 Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.

2.3 Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.

2.4 Agree on outcomes that meet individual requirements.

2.5 Seek assistance where necessary.

3. Evaluate response and outcome

3.1 Maintain records and reports.

3.2 Provide accurate and constructive observations of incidents in reviewing and debriefing the situation.

3.3 Evaluate and review effectiveness of response.

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
Analyse the conflict situation, including the cause, and establish the position of each party. 
Take steps to prevent escalation of the conflict. 
Accept and treat all points of view with respect. 
Identify, clarify and confirm factors and issues relevant to the situation. 
Initiate proceedings to settle the conflict with minimal delay. 
Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation. 
Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures. 
Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively. 
Agree on outcomes that meet individual requirements. 
Seek assistance where necessary. 
Maintain records and reports. 
Provide accurate and constructive observations of incidents in reviewing and debriefing the situation. 
Evaluate and review effectiveness of response. 
Analyse the conflict situation, including the cause, and establish the position of each party. 
Take steps to prevent escalation of the conflict. 
Accept and treat all points of view with respect. 
Identify, clarify and confirm factors and issues relevant to the situation. 
Initiate proceedings to settle the conflict with minimal delay. 
Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation. 
Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures. 
Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively. 
Agree on outcomes that meet individual requirements. 
Seek assistance where necessary. 
Maintain records and reports. 
Provide accurate and constructive observations of incidents in reviewing and debriefing the situation. 
Evaluate and review effectiveness of response. 

Forms

Assessment Cover Sheet

PSPGEN032 - Deal with conflict
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

PSPGEN032 - Deal with conflict

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: