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Evidence Guide: MSMSUP280 - Manage conflict at work

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

 

MSMSUP280 - Manage conflict at work

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

Identify potential sources of conflict

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify actions which are likely to promote a reaction in others

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess the other person’s needs and/or concerns

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess own ability to respond to the other person’s needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise possible causes of conflict

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify potential conflict situations

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

1

Identify potential sources of conflict

1.1

Identify actions which are likely to promote a reaction in others

1.2

Assess the other person’s needs and/or concerns

1.3

Assess own ability to respond to the other person’s needs

1.4

Recognise possible causes of conflict

1.5

Identify potential conflict situations

2

Identify range of alternative approaches

2.1

Discuss with the other person their needs and concerns

2.2

Identify own needs and concerns and discuss with other person

2.3

Identify possible approaches through which the needs and concerns of both may be met

2.4

Develop a range of alternative approaches for achieving goals

3

Resolve conflicts

3.1

Identify areas of common ground or objectives that can be mutually supported

3.2

Agree on an approach which will meet the majority of objectives for both parties

3.3

Implement the approach

3.4

Check that the agreed requirements are being met and that conflict has been resolved

4

Respond to problems

4.1

Identify possible problems in the conflict management process

4.2

Determine problems needing action

4.3

Determine possible causes

4.4

Rectify problem using appropriate solution within area of responsibility

4.5

Follow through items initiated until final resolution has occurred

4.6

Report problems outside area of responsibility to designated person

Required Skills and Knowledge

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element

1

Identify potential sources of conflict

1.1

Identify actions which are likely to promote a reaction in others

1.2

Assess the other person’s needs and/or concerns

1.3

Assess own ability to respond to the other person’s needs

1.4

Recognise possible causes of conflict

1.5

Identify potential conflict situations

2

Identify range of alternative approaches

2.1

Discuss with the other person their needs and concerns

2.2

Identify own needs and concerns and discuss with other person

2.3

Identify possible approaches through which the needs and concerns of both may be met

2.4

Develop a range of alternative approaches for achieving goals

3

Resolve conflicts

3.1

Identify areas of common ground or objectives that can be mutually supported

3.2

Agree on an approach which will meet the majority of objectives for both parties

3.3

Implement the approach

3.4

Check that the agreed requirements are being met and that conflict has been resolved

4

Respond to problems

4.1

Identify possible problems in the conflict management process

4.2

Determine problems needing action

4.3

Determine possible causes

4.4

Rectify problem using appropriate solution within area of responsibility

4.5

Follow through items initiated until final resolution has occurred

4.6

Report problems outside area of responsibility to designated person

Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria and demonstrate the ability to:

recognise situations, actions and verbal and non-verbal communication that indicate potential or actual conflict

communicate about needs and concerns of self and others and areas of common ground using:

appropriate verbal and non-verbal communication

statements that focus on issues and facts, not people and personalities

accurate reflection of people’s needs and concerns

implement conflict resolution approach and monitor its success

apply known solutions to routine problems

manage conflict as it arises.

Evidence must be provided that demonstrates knowledge of:

likely sources of conflict in own job/workplace

indicators of potential conflict

communication approaches to resolving conflict

conflict resolution skills relevant to own job/workplace.

Range Statement

This field allows for different 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.

Conflict

Conflict in the context of this unit refers to interpersonal conflict and may arise in any work-related context.

Potential sources of conflict

Potential sources of conflict include conflicts arising from one or more of the following:

different learning/problem solving styles

different work or personal priorities

different personality styles

conflicting key performance indicators (KPIs), work goals or targets

different social, cultural, religious or ethnic background or different gender of sexual preference

different interpretation of requirements or ‘the rules’

Approaches to resolving conflict

Approaches to resolving conflict will be based on direct communication and include one or more of the following:

informal, face-to-face discussions

formal/structured face-to-face discussions

through the use of:

telephones and two-way radios

memos, faxes, letters or emails

Routine problems

Routine problems must be resolved by applying known solutions.

Routine problems are predictable and include one or more of the following:

anger or aggression arising from industrial relations matters

disagreements over processes or work practices

variations in opinions about circumstances or events

interpersonal disputes arising from changes in personal circumstances

Known solutions are drawn from one or more of the following:

procedures

training

remembered experience

Non-routine problems must be reported according to according to relevant procedures.