Elements and Performance Criteria

Element

Performance Criteria

1

Identify conflict situations

1.1

Identify (quickly) signs and possible causes of conflict

1.2

Determine accurately the stage of the conflict, with respect to progression and possible escalation

1.3

Take swift and tactful action to prevent escalation

1.4

Identify (quickly) situations where personal safety of clients or staff may be threatened and organise appropriate assistance (if required)

1.5

Identify factors within the individual or workplace environment which relate to the developing conflict

2

Implement conflict resolution strategies

2.1

Take responsibility for resolving the conflict within scope of individual responsibility

2.2

Clarify factors and issues relevant to the conflict

2.3

Demonstrate correct use of conflict resolution techniques to manage the conflict after consideration of the particular situation

2.4

Identify options for resolution of the conflict which allow for constructive responses to be negotiated and enable established work relationships to continue

2.5

Encourage, treat with respect, and accept (where appropriate) all points of view during negotiations and discussions

3

Use effective interpersonal skills

3.1

Demonstrate use of effective verbal and non verbal communication during negotiations (including body language, questioning, language style, active listening and reflection)

3.2

Provide assertive feedback, and receive feedback non-defensively during negotiations

The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statements

Critical aspects of evidence to be considered

Assessment must confirm sufficient knowledge of typical symptoms and causes of conflict in the work environment and conflict resolution techniques

Assessment of performance should be over the resolution of a minimum of three (3) different conflict situations, covering the prescribed number of categories from the Range Statements

Assessment must confirm the ability to apply this knowledge and appropriate techniques to

identify sources of conflict in the workplace

resolve a range of different conflict situations, using different options for resolution

use suitable communication skills to facilitate effective discussion between all parties and achieve resolution

Interdependent assessment of units

This unit must be assessed after attainment of competency in the following unit(s)

Nil

This unit must be assessed in conjunction with the following unit(s)

Nil

For the purpose of integrated assessment, this unit may be assessed in conjunction with the following unit(s)

Nil

Required knowledge and skills

Required knowledge

Signs and stages of conflict in the workplace

Possible causes/sources of conflict (ideational, status and power, goal conflict)

Functions of conflict (functional and dysfunctional)

Options for constructive responses to typical conflict situations

Required skills

Interpersonal skills

Participation in small informal work groups

Problem solving

Ability to gather, record, and convey information

Resource implications

Physical resources - assessment of this unit of competency requires access to

real or simulated work group situations

access to information relevant to the workplace

Human resources - assessment of this unit of competency will require human resources consistent with those outlined in the Assessment Guidelines. That is, assessors (or persons within the assessment team) must

be competent in this unit but preferably be competent in the unit at the level above

be current in their knowledge and understanding of the industry through provision of evidence of professional activity in the relevant area

have attained the mandatory competency requirements for assessors under the Australian Quality Training Framework (AQTF) as specified in Standard 7.3 of the Standards for Registered Training Organisations

Consistency in performance

Due to issues such as differences in conflict situations, this unit of competency must be assessed over the resolution of a minimum of three (3) different conflict situations, to ensure consistency of performance over the Range Statements and contexts applicable to conflict arising in workplaces

Context for assessment

This unit of competency must be assessed in the context of responding to a conflict issue arising during a sport or recreation activity for a group of clients. For valid and reliable assessment the clients should be real, i.e., not peers, and the sport or recreation activity should be similar to those that occur in the learners work environment. The environment should be safe with the hazards, circumstances and equipment likely to be encountered in a real workplace

Assessment of this unit of competency will usually include observation of processes and procedures, oral and/or written questioning on required knowledge and skills and consideration of required attitudes

Where performance is not directly observed and/or is required to be demonstrated over a "period of time" and/or in a "number of locations", any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons

KEY COMPETENCIES

Collect, Analyse&Organise Information

Communicate Ideas&Information

Plan&Organise Activities

Work with Others&in Teams

Use Mathematical Ideas&Techniques

Solve Problems

Use Technology

2

2

-

2

-

3

-

These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices.

The three levels of performance (1, 2 and 3) denote the level of competency required to perform the task:

Use routine approaches

Select from routine approaches

Establish new approaches

Collecting, analysing and organising information - Collecting information objectively from all stakeholders involved in a conflict situation

Communicating ideas and information - Liaising with all stakeholders and presenting solution-focused ideas

Planning and organising activities - Not applicable

Working with teams and others - Collaboratively working with people and negotiating and consulting for a resolution

Using mathematical ideas and techniques - Not applicable

Solving problems - Resolving conflict and/or preventing conflict from arising in a workplace situation

Using technology - Not applicable

Please refer to the Assessment Guidelines for advice on how to use the Key Competencies.

Range Statements

The Range Statements provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. The Range Statements relate to the unit as a whole and helps facilitate holistic assessment. In addition, the following variables may be present for this particular unit of competency

CATEGORIES

Conflict resolution techniques

[all categories]

approaches to conflict resolution include

withdrawal

smoothing

compromise

forcing

confrontation

problem solving

compromise

majority vote

arbitration

Conflict situations

[all categories]

situations may include

client complaints

conflicts among work colleagues

conflict between clients/participants

Factors related to conflict

[all categories]

factors contributing to conflict may include

opposing attitudes, values, beliefs

individual versus group goals

workload

stress

limited resources

Interpersonal skills

[all categories]

communication

verbal

non-verbal

questioning

listening

paraphrasing

negotiating

feedback

Options for resolution

[all categories]

win - win

win - lose

lose - lose

Workplace environment

[one category]

sectors of the sport and recreation industry

fitness

sport

community recreation

outdoor recreation