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Evidence Guide: CPPDSM4056 - Manage conflicts and disputes in the property industry

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CPPDSM4056 - Manage conflicts and disputes in the property industry

What evidence can you provide to prove your understanding of each of the following citeria?

Assess conflict or dispute.

  1. Causes of conflict or dispute are identified and response required to prevent escalation is identified and evaluated.
  2. Effective communication, observation and active listening skills are applied to elicit and interpret verbal and non-verbal information and ensure an accurate exchange of information.
  3. Situations requiring specialist advice are identified and assistance is sought as required.
Causes of conflict or dispute are identified and response required to prevent escalation is identified and evaluated.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effective communication, observation and active listening skills are applied to elicit and interpret verbal and non-verbal information and ensure an accurate exchange of information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Situations requiring specialist advice are identified and assistance is sought as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate resolution.

  1. Conflict or dispute is negotiated and resolved constructively using strategies that comply with established organisational procedures.
  2. Negotiation techniques are used to maintain positive interaction, and divert and minimise aggressive behaviour.
  3. Communication with others is conducted in a courteous manner that reflects sensitivity to individual, social and cultural differences.
  4. Contradictions, ambiguity, uncertainty or misunderstandings are identified and clarified.
  5. Factors that might impact on the safety or security of clients and colleagues are identified and appropriate responses or contingency measures are formulated and implemented.
Conflict or dispute is negotiated and resolved constructively using strategies that comply with established organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication with others is conducted in a courteous manner that reflects sensitivity to individual, social and cultural differences.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Factors that might impact on the safety or security of clients and colleagues are identified and appropriate responses or contingency measures are formulated and implemented.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate response.

  1. Response evaluation findings are organised in a format suitable for analysis.
  2. Effectiveness of response is reviewed and evaluated.
  3. Incident observations are provided in an accurate, concise and constructive manner when reviewing and debriefing situations.
  4. Records and, where required, report of conflict or dispute are prepared using business equipment and technology.
  5. Information is securely maintained with due regard to confidentiality, and legislative and organisational requirements.
Response evaluation findings are organised in a format suitable for analysis.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effectiveness of response is reviewed and evaluated.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incident observations are provided in an accurate, concise and constructive manner when reviewing and debriefing situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Records and, where required, report of conflict or dispute are prepared using business equipment and technology.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information is securely maintained with due regard to confidentiality, and legislative and organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

1.

Assess conflict or dispute.

1.1.

Causes of conflict or dispute are identified and response required to prevent escalation is identified and evaluated.

1.2.

Effective communication, observation and active listening skills are applied to elicit and interpret verbal and non-verbal information and ensure an accurate exchange of information.

1.3.

Situations requiring specialist advice are identified and assistance is sought as required.

2.

Negotiate resolution.

2.1.

Conflict or dispute is negotiated and resolved constructively using strategies that comply with established organisational procedures.

2.2.

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

2.3.

Communication with others is conducted in a courteous manner that reflects sensitivity to individual, social and cultural differences.

2.4.

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

2.5.

Factors that might impact on the safety or security of clients and colleagues are identified and appropriate responses or contingency measures are formulated and implemented.

3.

Evaluate response.

3.1.

Response evaluation findings are organised in a format suitable for analysis.

3.2.

Effectiveness of response is reviewed and evaluated.

3.3.

Incident observations are provided in an accurate, concise and constructive manner when reviewing and debriefing situations.

3.4.

Records and, where required, report of conflict or dispute are prepared using business equipment and technology.

3.5.

Information is securely maintained with due regard to confidentiality, and legislative and organisational requirements.

Required Skills and Knowledge

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.

1.

Assess conflict or dispute.

1.1.

Causes of conflict or dispute are identified and response required to prevent escalation is identified and evaluated.

1.2.

Effective communication, observation and active listening skills are applied to elicit and interpret verbal and non-verbal information and ensure an accurate exchange of information.

1.3.

Situations requiring specialist advice are identified and assistance is sought as required.

2.

Negotiate resolution.

2.1.

Conflict or dispute is negotiated and resolved constructively using strategies that comply with established organisational procedures.

2.2.

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

2.3.

Communication with others is conducted in a courteous manner that reflects sensitivity to individual, social and cultural differences.

2.4.

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

2.5.

Factors that might impact on the safety or security of clients and colleagues are identified and appropriate responses or contingency measures are formulated and implemented.

3.

Evaluate response.

3.1.

Response evaluation findings are organised in a format suitable for analysis.

3.2.

Effectiveness of response is reviewed and evaluated.

3.3.

Incident observations are provided in an accurate, concise and constructive manner when reviewing and debriefing situations.

3.4.

Records and, where required, report of conflict or dispute are prepared using business equipment and technology.

3.5.

Information is securely maintained with due regard to confidentiality, and legislative and organisational requirements.

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also use communication techniques to manage and resolve two of the following different conflicts or disputes in a property industry context:

breakdown of communication

change of economic and commercial circumstances

differing legal concepts and changes in law

differing views of underlying facts

impact of third parties and force majeure

a person under the influence of intoxicating substances

a person with criminal intent

refusal to comply with committee or group decisions

refusal to pay for services

situations affecting the safety and security of self, others or property

technical problems or defective products.

In doing the above, the person must:

evaluate resolution process and accurately record and report facts and outcomes

apply knowledge of organisation’s practices, ethical standards and legislative requirements associated with managing and resolving conflict and disputes

negotiate conflict or dispute situations to an effective resolution where possible

use communication techniques to accurately identify causes and incidences of conflict or dispute.

A person demonstrating competency in this unit must demonstrate knowledge of:

conflict or dispute-resolution techniques and procedures

consultation methods, techniques and protocols

ethical practices and relevant codes of conduct

negotiation strategies

organisational policies and procedures for property services relating to managing conflicts and disputes, including procedures for handling complaints

key requirements of federal, state or territory legislation and local government regulations relating to:

anti-discrimination

consumer protection

environmental issues

equal employment opportunity (EEO)

financial probity

franchise and business structures

industrial relations

privacy

property sales, leasing and management

strata community management

work health and safety (WHS).

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Causes of conflict or dispute must include at least three of the following:

breakdown of communication

change of economic and commercial circumstances

differing legal concepts and changes in law

differing views of underlying facts

impact of third parties and force majeure

a person under the influence of intoxicating substances

a person with criminal intent

refusal to comply with committee or group decisions

refusal to pay for services

situations affecting the safety and security of self, others or property

technical problems or defective products.

Communication techniques must include at least four of the following:

active listening

clear, legible writing

giving customers full attention

maintaining eye contact

non-verbal communication, including body language and personal presentation

speaking clearly and concisely

using appropriate language and tone of voice

using open and closed questions.

Negotiation techniques must include at least four of the following:

control of tone of voice and body language

demonstrating flexibility and willingness to negotiate

using positive, confident and cooperative language

using clear presentation of options and consequences

using language and concepts appropriate to the people involved

using strategic questioning and listening to gather information and direct the focus of people involved

using summarising of positions and agreements to move understanding.

Contingency measures must include at least two of the following:

arbitration

counselling

cultural support

defusing strategies

intervention

legal action

mediation

selecting alternative actions that may require use of force, within legally permissible limits

security

specialists and experts.