ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Develop mediation guidelines

1.1 Research and collate history of disputes and dispute resolution within the organisation, including triggers for disputes

1.2 Consult identified key stakeholders to determine requirements related to mediation

1.3 Determine mediation requirements within the organisation

1.4 Research and document models and systems for mediation

1.5 Identify and document parameters for a mediation system from consultation and research process

1.6 Draft and validate guidelines for mediation with stakeholders

1.7 Obtain endorsement for guidelines from senior management team

1.8 Circulate guidelines and train mediators in guidelines and procedures

2 Prepare for mediation

2.1 Identify parties in dispute requiring mediation and explain mediation procedure, in accordance with established guidelines

2.2 Obtain agreement and willingness to participate in mediation process

2.3 Conduct separate interviews with parties in dispute and clarify issues

2.4 Verify and document position of each party to the dispute

2.5 Determine boundaries for allowable options in dispute

3 Settle dispute through mediation

3.1 Use a range of communication techniques to mediate

3.2 Establish mutual agreement between parties in dispute

3.3 Formulate options for resolution of dispute and preferences

3.4 Continue with mediation until agreement is reached or time constraints conclude

4 Finalise and review mediation

4.1 Circulate documented agreements to all parties and complete all documentation required by organisational guidelines

4.2 Review effectiveness of mediation, identify improvements and refine mediation guidelines

4.3 Assess and maintain currency of knowledge and skill base of mediators

Skill

Performance

Criteria

Description

Reading

1.1, 1.4, 1.5, 1.6, 1.8, 2.1, 2.4, 4.1, 4.2,

Identifies and interprets relevant information and ideas within a range of contexts to determine all organisational requirements

Writing

1.1-1.7, 2.2, 2.4, 2.5, 3.3, 4.1, 4.2

Records information for personal use

Creates organisational documentation using appropriate vocabulary and structure

Oral Communication

1.2, 1.6-1.8, 2.2-2.4, 3.1-3.4

Uses appropriate terminology and non-verbal features when mediating and presenting information

Uses open questioning and active listening when seeking feedback or information from others

Navigate the world of work

2.1, 4.1, 4.2

Understands and adheres to organisational policies and guidelines

Interact with others

1.2, 1.6, 1.8, 2.2-2.4, 3.1, 3.2, 3.4, 4.1, 4.3

Selects and uses appropriate conventions and protocols when communicating with a range of people

Participates in conversations relevant to role responding, explaining, negotiating and persuading as required

Collaborates with others to achieve joint outcomes, playing an active role in facilitating effective interaction

Get the work done

1.1, 1.3, 1.4, 1.8, 2.5, 3.3, 3.4, 4.2, 4.3

Plans and organises complex tasks to ensure that that the mediation process progresses according to requirements, ensuring that all parties are kept informed

Monitors progress of plans and schedules and reviews and changes them to meet new demands and priorities

Uses problem-solving processes to make critical decisions in complex situations, taking a range of variables into consideration and interacting with others as required

Evaluates and analyses results of decisions to identify opportunities for improvement