Application
This unit describes the skills required to assess conflict, negotiate solutions and evaluate responses.
This unit applies to those working in detention centres, correctional centres or prisons, community corrections offices, justice administration offices and on work sites where detainees, prisoners or offenders are under statutory supervision.
The language used in this unit implies an institutional setting. Adaptation of the language will be necessary to reflect the practices of non-institutional settings and work sites. Customisation should occur through the introduction of specific organisation security equipment, functions and procedures.
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, particularly those related to security.
Those undertaking this unit work independently drawing upon support from familiar and unfamiliar resources.
No licensing, legislative or certification requirements apply to unit at the time of publication.
Elements and Performance Criteria
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. Assess conflict | 1.1 Anticipate possible conflict situations and select appropriate response to prevent escalation. 1.2 Evaluate responses to conflict against legal requirements and organisational procedures. 1.3 Identify situations requiring assistance and support and request assistance promptly. |
2. Negotiate resolution | 2.1 Use strategies to resolve conflict that comply with organisational policies and procedures. 2.2 Use negotiation techniques that maintain positive interaction and divert and minimise aggressive behaviour. 2.3 Use communication techniques that are effective in ensuring mutual understanding. 2.4 Ensure negotiation styles take into account social and cultural differences. 2.5 Confirm mutual agreement to strategies and required outcomes with all relevant people. |
3. Evaluate responses | 3.1 Evaluate and review effectiveness of response according to legal and organisational requirements. 3.2 Provide accurate and constructive observations of incidents when reviewing and debriefing the situation. 3.3 Provide and maintain records and reports. 3.4 Recognise effects of stress in self and manage these using recognised stress management techniques. |
Evidence of Performance
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 two occasions.
interpreting and estimating level of conflict and degree of risk
using effective communication and negotiation skills, especially under pressure, to calm, distract or change focus
using observation techniques
writing records and reports of incidents
providing verbal warnings and clear directions and instructions
using communication systems to request assistance if needed
Evidence of Knowledge
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.
legal requirements and organisation’s policies and procedures related to use of force, duty of care
principles of effective communication and use of communication techniques under pressure
negotiation techniques
response options that are most effective for the degree and nature of risk
stress management techniques
Assessment Conditions
Assessment of this unit can be applied using a combination of training outcomes and performance in the workplace, with the principal evidence developed through performance in routine work functions in the workplace. Where this unit specified performance in areas with unpredictable and high risk implications, assessment in simulations should be used as well as retrospective documentation and observation of performance working with high risk offenders.
Evidence needs to be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and/or apply the principles in a different situation or change of environment.
Valid assessment of this unit requires a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when managing conflict through negotiation, including coping with difficulties, irregularities and breakdowns in routine.
This unit has been identified by industry as suitable for holistic assessment with:
CSCORG002 Communicate effectively
CSCORG003 Prepare reports
CSCSAS007 Operate central monitoring station
Refer to advice in the
Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Foundation Skills
The foundation skills demands of this unit have been mapped for alignment with the Australian Core Skills Framework (ACSF). The following tables outline the performance levels indicated for successful attainment of the unit.
ACSF levels indicative of performance:
Further information on ACSF and the foundation skills underpinning this unit can be found in the
Competency Field
Safety and security