Elements and Performance Criteria

Element

Performance Criteria

1

Identify potential conflict situations

1.1

Signs, stages and possible causes of conflict/grievance are identified

2

Implement conflict resolution strategies

2.1

Factors and issues relevant to conflict/grievance are clarified

2.2

Strategies for dealing with conflict/grievance situations are developed

2.3

Options for resolution of the conflict/grievance are identified which allow for constructive responses to be negotiated and enable established relationships to continue

2.4

Strategies are implemented for the resolution of the source of conflict

2.5

Outcomes of the process are monitored to ensure objectives continue to be met

3

Use effective interpersonal skills

3.1

Effective verbal and non-verbal communication is used during negotiations, including body language, questioning, language style, active listening and reflection

3.2

Feedback is given assertively and received non-defensively during negotiations

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant and regulatory and code requirements

Relevant OH&S and environmental protection policies and procedures

Workplace protocols and procedures for the identification and resolution of conflicts/grievances

Relevant workplace business marketing policies and practices, including requirements for the maintenance of security and confidentiality

Signs, stages and possible causes of conflict in the workplace

Options for constructive responses to typical conflict/grievance situations

Typical problems that can occur when applying conflict/grievance resolution strategies and related appropriate action that can be taken

Required skills:

Communicate effectively with others when applying conflict and grievance resolution strategies

Negotiate effectively with others when applying conflict and grievance resolution strategies

Read and interpret instructions, procedures, information and signs relevant to the application of conflict and grievance resolution strategies

Interpret and follow operational instructions and prioritise work

Gather, record and convey simple and routine work-related information

Complete documentation related to the application of conflict and grievance resolution strategies

Operate electronic communication equipment to required protocol

Identify existing and potential conflicts/grievances

Participate in small informal work groups

Apply interpersonal skills

Work collaboratively with others when applying conflict and grievance resolution strategies

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may arise when applying conflict and grievance resolution strategies in accordance with regulatory requirements and workplace procedures

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Select and appropriately apply technology, information systems and procedures to complete workplace tasks

Work systematically with required attention to detail

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

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

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and/or equipment, and/or

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

The workplace environment may involve twenty-four hour operation and may include:

single and multi-site locations

large, medium and small companies

Services, products, risks, work systems and requirements may:

potentially vary across different sections of the workplace

Operations involve:

internal and external customer contact and coordination

Conflicts/grievances may arise at all levels of the organisation in a range of possible situations including:

amongst internal personnel

between internal personnel and external personnel such as customers, suppliers, contractors, equipment manufacturers, etc.

between external personnel and the organisation

between internal personnel and management

Consultative processes may involve:

other employees and supervisors

management

customers/clients

suppliers of goods/materials

manufacturers of equipment

contractors

relevant authorities

union representatives

OH&S specialists

other maintenance, professional or technical staff

Communications systems may involve:

face-to-face conversations and meetings

telephone

fax

email

mail

Depending on the type of organisation concerned and the local terminology used, workplace plans/procedures may include:

company plans/procedures

enterprise plans/procedures

organisational plans/procedures

established plans/procedures

Information/documentation may include:

workplace procedures for the resolution of conflicts/grievances

records of action to resolve conflicts/grievances and documentation of agreements reached

job specifications

conditions of service, relevant legislation, regulations and related documentation

award, enterprise bargaining agreement, workers compensation, and other industrial arrangements

relevant codes of practice including the national standards for manual handling and the industry safety code

supplier and/or client instructions

manifests, bar codes, goods and container identification

goods identification numbers and codes

manufacturers specifications

material safety data sheets

relevant Australian standards and certification requirements

quality assurance procedures

emergency procedures

Applicable regulations and legislation may include:

relevant regulations, standards and codes of practice

trading regulations relevant to business operations

relevant Australian and state/territory OH&S legislation

environmental protection regulations

hazardous substances and dangerous goods codes

relevant Australian standards and certification requirements

licence, patent or copyright arrangements