This unit of competency has wide application in the security industry in those roles involving operational activities. Competency requires legal and operational knowledge applicable to relevant sectors of the security industry. The knowledge and skills described in this unit are to be applied within relevant legislative and organisational guidelines.

ELEMENT

PERFORMANCE CRITERIA

1Assess conflict.

1.1 Applicable provisions of legislative and organisational requirements relevant to own role, competence and authority are identified and complied with.

1.2 Conflict is assessed and response options evaluated against legislative requirements.

1.3 Causes of conflict and harmful behaviour are determined and appropriate responses to prevent escalation are confirmed.

1.4 Communication techniques are used to facilitate an effective exchange of information.

1.5 Specialist assistance is sought as required from relevant persons in accordance with organisational procedures.

2Negotiate resolution.

2.1 Conflict is addressed and resolved using established strategies that comply with organisational guidelines.

2.2 Negotiation techniques are used to maintain positive interaction, divert and minimise aggressive behaviour.

2.3 Communication reflects sensitivity to individual social and cultural differences and used to engage minority groups.

2.4 Contradictions, ambiguity, uncertainty or misunderstandings are identified and clarified.

2.5 Factors which might impact on the safety and security of persons are anticipated and contingency measures formulated and implemented as required.

3Evaluate conflict response.

3.1 Effectiveness of response is reviewed and evaluated in accordance with organisational procedures.

3.2 Incident observations are reported accurately and constructively.

3.3 Review findings identify areas for improvement and recommendations for amending future conflict resolution practices.

3.4 Relevant documentation is completed and securely maintained with due regard to confidentiality in accordance with organisational procedures.

3.5 Effects of stress and other issues related to own well-being are recognised and managed using appropriate stress management techniques.

This section describes the skills and knowledge and their level required for this unit.

Required skills

apply effective communication and negotiation techniques

apply problem solving strategies

communicate effectively with people from different social, cultural and ethnic backgrounds and of varying physical and mental abilities

communicate using clear and concise language

conduct an evaluation and review process

identify and comply with applicable legal and procedural requirements including licensing requirements

identify and comply with security incident response procedures

identify potential security threats to people, property and premises

identify risk factors and assess degree of risk

identify support and assistance requirements

minimise threat to self and others by using appropriate negotiation techniques

observe and accurately record and report information

record, report and document information

review response strategies and make adjustments according to changing circumstances

select and use appropriate personal protection equipment

use negotiation techniques to defuse or resolve conflict.

Required knowledge

emergency and evacuation procedures

how people typically respond in conflict situations, especially young people

incident management techniques using negotiation

indicators of neglect and abuse particularly in young people

instructions and procedures for responding to security risk situations

legal provisions relating to duty of care of self and others

limits of own responsibility and authority

observation and monitoring techniques

operational functions and procedures for the use of communications, security and personal protection equipment

phonetic alphabet

powers and procedures for effecting an arrest

principles of effective communication including techniques

procedures and requirements for documenting security incidents

reporting structure and processes

requirements for collecting and presenting evidence

security incidents and appropriate responses using negotiation

the effects of power plays on a conflict situation.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of:

identifying potential and actual risk factors and their impact on the security risk situation

interpreting and complying with legal and procedural requirements

selecting response options which are most effective for the objective

reviewing conflict management strategies and making adjustments according to changing circumstances

using communication techniques to give clear and accurate information in a form which is preferred and understood by the receiver

using negotiation techniques to defuse and resolve conflict.

Context of and specific resources for assessment

Context of assessment includes:

a setting in the workplace or environment that simulates the conditions of performance described in the elements, performance criteria and range statement.

Resource implications for assessment include:

access to a registered provider of assessment services

access to a suitable venue and equipment

access to plain English version of relevant statutes and procedures

assessment instruments including personal planner and assessment record book

work schedules, organisational policies and duty statements.

Reasonable adjustments must be made to assessment processes where required for people with disabilities. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Method of assessment

This unit of competency could be assessed using the following methods of assessment:

observation of processes and procedures

questioning of underpinning knowledge and skills.

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate and the competency being assessed. In all cases where practical assessment is used, it should be combined with targeted questioning to assess the underpinning knowledge.

Oral questioning or written assessment may be used to assess underpinning knowledge. In assessment situations where the candidate is offered a choice between oral questioning and written assessment, questions are to be identical.

Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Legislative requirements may relate to:

apprehension and powers of arrest

Australian standards and quality assurance requirements

counter-terrorism

crowd control and control of persons under the influence of intoxicating substances

force continuum, use of force guidelines

general 'duty of care' responsibilities

inspection of people and property, and search and seizure of goods

licensing or certification requirements

privacy and confidentiality

relevant commonwealth, state and territory legislation, codes and national standards for:

anti-discrimination

cultural and ethnic diversity

environmental issues

equal employment opportunity

industrial relations

Occupational Health and Safety (OHS)

relevant industry codes of practice

trespass and the removal of persons

use of restraints and weapons:

batons

firearms

handcuffs

spray

Young Offenders Act.

Organisational requirements may relate to:

access and equity policies, principles and practices

business and performance plans

client service standards

code of conduct, code of ethics

communication and reporting procedures

complaint and dispute resolution procedures

emergency and evacuation procedures

employer and employee rights and responsibilities

OHS policies, procedures and programs

outlines of mediation processes

own role, responsibility and authority

personal and professional development

privacy and confidentiality of information

quality assurance and continuous improvement processes and standards

resource parameters and procedures

roles, functions and responsibilities of security personnel

storage and disposal of information.

Conflictsituations may relate to:

accidents resulting in injury

conflicts between members of public

cultural differences

destruction of property

ejection of persons

persons carrying weapons

persons refusing to follow directions and guidance

persons suffering from emotional distress or mental illness

persons under the influence of intoxicating substances

persons with criminal intent

responses of young people due to past experiences of trauma or torture

riots and demonstrations

situations affecting the security of self, others or property

violent, aggressive or threatening persons.

Responsemay involve:

defusing the situation

evacuating the premises

isolating area of potential risk

isolating risk

notifying relevant emergency services agencies

providing access for emergency services

provision of first aid

requesting back-up support or assistance

tactical withdrawal

use of negotiation techniques.

Interpersonal techniques may involve:

active listening

being non-judgemental

being respectful and non-discriminatory

constructive feedback

control of tone of voice, facial expression and body language

culturally aware and sensitive use of language and concepts which engage minority groups

demonstrating flexibility and willingness to negotiate

effective verbal and non-verbal communication

maintaining professionalism

providing sufficient time for questions and responses

reflection, summarising and paraphrasing

two-way interaction

use of plain English

use of positive, confident and cooperative language.

Relevant personsmay include:

colleagues

emergency services personnel

members of the public

supervisor.

Negotiation techniquesmay include:

analysing personal values and their impact on attitudes and interactions in order to avoid personalising issues, discriminations and stereotyping

demonstrating flexibility and willingness to negotiate

interpreting and assessing actions for risk

interpreting non-verbal and verbal messages

observation techniques

questioning to clarify and confirm understanding

resolving differences sensitively taking into account cultural considerations

use of clear presentations of options and consequences.

Social and cultural differencesmay relate to:

dress and personal presentation

food

language

religion

social conventions

traditional practices

values and beliefs.

Contingency measuresmay relate to:

counselling

cultural support

defusing strategies

first-aid

intervention

mediation

separation or isolation

specialists or experts.

Documentationmay include:

activity logs

incident reports

request for assistance forms

vehicle and personnel movements

written and electronic reports.

Effects of stressmay include:

frustration

inability to concentrate

increasing aggression

over-talking

tiredness

uncoordinated movements.

Stress management techniquesmay include:

conscious use of personal recreational activities

counselling

formal debriefing processes

informal exploration of incidents with team members and supporters

review of practice and resources.

Unit sector

Security

Operations

This unit contains employability skills.