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Evidence Guide: PSPGEN021 - Contribute to conflict management

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

 

PSPGEN021 - Contribute to conflict management

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

Recognise the presence of conflict

  1. Recognise and acknowledge conflict situations and/or the potential for conflict.
  2. Avoid conflict situations where possible, seek assistance when necessary.
  3. Record actual and/or potential conflict.
Recognise and acknowledge conflict situations and/or the potential for conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Avoid conflict situations where possible, seek assistance when necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record actual and/or potential conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with emotions

  1. Reflect on own behaviour and feelings about the situation.
  2. Recognise and manage own emotions.
  3. Acknowledge and deal with other parties' emotions in a manner that prevents escalation.
Reflect on own behaviour and feelings about the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise and manage own emotions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge and deal with other parties' emotions in a manner that prevents escalation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Overcome barriers to communication

  1. Identify barriers to effective communication.
  2. Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.
  3. Take into account social and cultural differences in communication style and approach.
Identify barriers to effective communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take into account social and cultural differences in communication style and approach.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather the facts

  1. Encourage the other party to describe the facts as they see them.
  2. Assess information from the other party, considering emotions or behaviour.
  3. Share facts objectively from own point of view with the other party.
  4. Gather and include additional information, to ensure all perspectives are considered.
Encourage the other party to describe the facts as they see them.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess information from the other party, considering emotions or behaviour.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share facts objectively from own point of view with the other party.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather and include additional information, to ensure all perspectives are considered.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Agree on and implement action

  1. Determine strategies to resolve the problem in consultation with the other party.
  2. Obtain approval where necessary on agreed strategies and implement.
  3. Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.
  4. Refer, where agreement cannot be reached, on strategies for resolution.
Determine strategies to resolve the problem in consultation with the other party.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain approval where necessary on agreed strategies and implement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer, where agreement cannot be reached, on strategies for resolution.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise the presence of conflict

  1. Recognise and acknowledge conflict situations and/or the potential for conflict.
  2. Avoid conflict situations where possible, seek assistance when necessary.
  3. Record actual and/or potential conflict.
Recognise and acknowledge conflict situations and/or the potential for conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Avoid conflict situations where possible, seek assistance when necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record actual and/or potential conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with emotions

  1. Reflect on own behaviour and feelings about the situation.
  2. Recognise and manage own emotions.
  3. Acknowledge and deal with other parties' emotions in a manner that prevents escalation.
Reflect on own behaviour and feelings about the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise and manage own emotions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge and deal with other parties' emotions in a manner that prevents escalation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Overcome barriers to communication

  1. Identify barriers to effective communication.
  2. Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.
  3. Take into account social and cultural differences in communication style and approach.
Identify barriers to effective communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take into account social and cultural differences in communication style and approach.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather the facts

  1. Encourage the other party to describe the facts as they see them.
  2. Assess information from the other party, considering emotions or behaviour.
  3. Share facts objectively from own point of view with the other party.
  4. Gather and include additional information, to ensure all perspectives are considered.
Encourage the other party to describe the facts as they see them.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess information from the other party, considering emotions or behaviour.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share facts objectively from own point of view with the other party.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather and include additional information, to ensure all perspectives are considered.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Agree on and implement action

  1. Determine strategies to resolve the problem in consultation with the other party.
  2. Obtain approval where necessary on agreed strategies and implement.
  3. Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.
  4. Refer, where agreement cannot be reached, on strategies for resolution.
Determine strategies to resolve the problem in consultation with the other party.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain approval where necessary on agreed strategies and implement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer, where agreement cannot be reached, on strategies for resolution.

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. Recognise the presence of conflict

1.1 Recognise and acknowledge conflict situations and/or the potential for conflict.

1.2 Avoid conflict situations where possible, seek assistance when necessary.

1.3 Record actual and/or potential conflict.

2. Deal with emotions

2.1 Reflect on own behaviour and feelings about the situation.

2.2 Recognise and manage own emotions.

2.3 Acknowledge and deal with other parties' emotions in a manner that prevents escalation.

3. Overcome barriers to communication

3.1 Identify barriers to effective communication.

3.2 Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.

3.3 Take into account social and cultural differences in communication style and approach.

4. Gather the facts

4.1 Encourage the other party to describe the facts as they see them.

4.2 Assess information from the other party, considering emotions or behaviour.

4.3 Share facts objectively from own point of view with the other party.

4.4 Gather and include additional information, to ensure all perspectives are considered.

5. Agree on and implement action

5.1 Determine strategies to resolve the problem in consultation with the other party.

5.2 Obtain approval where necessary on agreed strategies and implement.

5.3 Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.

5.4 Refer, where agreement cannot be reached, on strategies for resolution.

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. Recognise the presence of conflict

1.1 Recognise and acknowledge conflict situations and/or the potential for conflict.

1.2 Avoid conflict situations where possible, seek assistance when necessary.

1.3 Record actual and/or potential conflict.

2. Deal with emotions

2.1 Reflect on own behaviour and feelings about the situation.

2.2 Recognise and manage own emotions.

2.3 Acknowledge and deal with other parties' emotions in a manner that prevents escalation.

3. Overcome barriers to communication

3.1 Identify barriers to effective communication.

3.2 Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.

3.3 Take into account social and cultural differences in communication style and approach.

4. Gather the facts

4.1 Encourage the other party to describe the facts as they see them.

4.2 Assess information from the other party, considering emotions or behaviour.

4.3 Share facts objectively from own point of view with the other party.

4.4 Gather and include additional information, to ensure all perspectives are considered.

5. Agree on and implement action

5.1 Determine strategies to resolve the problem in consultation with the other party.

5.2 Obtain approval where necessary on agreed strategies and implement.

5.3 Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.

5.4 Refer, where agreement cannot be reached, on strategies for resolution.

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 one occasion.

using communication techniques with a diverse workforce and client base including assertiveness, listening, nonverbal communication, language style, problem solving

dealing with difficult situations

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.

public sector legislation including WHS and environment, regulations, organisational policies, procedures and guidelines relating to managing conflict in the public sector

types of conflict in the workplace and typical causes

conflict theory including signs, stages, levels, factors involved, results

group processes and roles people play

organisational structures and workplace culture

different social and cultural practices

conflict resolution skills and strategies

concept of personal power vs. positional power