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Evidence Guide: CSCSAS013 - Manage conflict through negotiation

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

 

CSCSAS013 - Manage conflict through negotiation

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

Assess conflict

  1. Anticipate possible conflict situations and select appropriate response to prevent escalation.
  2. Evaluate responses to conflict against legal requirements and organisational procedures.
  3. Identify situations requiring assistance and support and request assistance promptly.
Anticipate possible conflict situations and select appropriate response to prevent escalation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate responses to conflict against legal requirements and organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify situations requiring assistance and support and request assistance promptly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate resolution

  1. Use strategies to resolve conflict that comply with organisational policies and procedures.
  2. Use negotiation techniques that maintain positive interaction and divert and minimise aggressive behaviour.
  3. Use communication techniques that are effective in ensuring mutual understanding.
  4. Ensure negotiation styles take into account social and cultural differences.
  5. Confirm mutual agreement to strategies and required outcomes with all relevant people.
Use strategies to resolve conflict that comply with organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use negotiation techniques that maintain positive interaction and divert and minimise aggressive behaviour.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use communication techniques that are effective in ensuring mutual understanding.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure negotiation styles take into account social and cultural differences.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm mutual agreement to strategies and required outcomes with all relevant people.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate responses

  1. Evaluate and review effectiveness of response according to legal and organisational requirements.
  2. Provide accurate and constructive observations of incidents when reviewing and debriefing the situation.
  3. Provide and maintain records and reports.
  4. Recognise effects of stress in self and manage these using recognised stress management techniques.
Evaluate and review effectiveness of response according to legal and organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide accurate and constructive observations of incidents when reviewing and debriefing the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide and maintain records and reports.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise effects of stress in self and manage these using recognised stress management techniques.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess conflict

  1. Anticipate possible conflict situations and select appropriate response to prevent escalation.
  2. Evaluate responses to conflict against legal requirements and organisational procedures.
  3. Identify situations requiring assistance and support and request assistance promptly.
Anticipate possible conflict situations and select appropriate response to prevent escalation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate responses to conflict against legal requirements and organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify situations requiring assistance and support and request assistance promptly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate resolution

  1. Use strategies to resolve conflict that comply with organisational policies and procedures.
  2. Use negotiation techniques that maintain positive interaction and divert and minimise aggressive behaviour.
  3. Use communication techniques that are effective in ensuring mutual understanding.
  4. Ensure negotiation styles take into account social and cultural differences.
  5. Confirm mutual agreement to strategies and required outcomes with all relevant people.
Use strategies to resolve conflict that comply with organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use negotiation techniques that maintain positive interaction and divert and minimise aggressive behaviour.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use communication techniques that are effective in ensuring mutual understanding.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure negotiation styles take into account social and cultural differences.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm mutual agreement to strategies and required outcomes with all relevant people.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate responses

  1. Evaluate and review effectiveness of response according to legal and organisational requirements.
  2. Provide accurate and constructive observations of incidents when reviewing and debriefing the situation.
  3. Provide and maintain records and reports.
  4. Recognise effects of stress in self and manage these using recognised stress management techniques.
Evaluate and review effectiveness of response according to legal and organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide accurate and constructive observations of incidents when reviewing and debriefing the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide and maintain records and reports.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise effects of stress in self and manage these using recognised stress management techniques.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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 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 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