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Evidence Guide: PSPGEN050 - Manage conflict

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

 

PSPGEN050 - Manage conflict

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

Identify and assess conflict situations

  1. Identify and anticipate signs, stages and possible causes of conflict.
  2. Clarify factors and issues relevant to conflict.
  3. Explore possible resolutions and/or compromises using appropriate communication techniques.
  4. Evaluate responses against workplace requirements, legislation, policies and procedures.
  5. Develop resolution strategies that identify the timeframes involved and the form of reporting to be used.
Identify and anticipate signs, stages and possible causes of conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify factors and issues relevant to conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explore possible resolutions and/or compromises using appropriate communication techniques.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate responses against workplace requirements, legislation, policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop resolution strategies that identify the timeframes involved and the form of reporting to be used.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement strategies to resolve conflict

  1. Select a strategy for resolution taking social and cultural differences into account.
  2. Identify situations requiring assistance and seek support as required.
  3. Implement strategies to address conflict.
  4. Maintain records and reports.
Select a strategy for resolution taking social and cultural differences into account.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify situations requiring assistance and seek support as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement strategies to address conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain records and reports.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor conflict situations

  1. Evaluate effectiveness of the resolution strategies.
  2. Monitor resolution methodology and initiate remedial actions as required.
  3. Record and use lessons learnt to improve service delivery and organisational policy and procedures as required.
Evaluate effectiveness of the resolution strategies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor resolution methodology and initiate remedial actions as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and use lessons learnt to improve service delivery and organisational policy and procedures as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and assess conflict situations

  1. Identify and anticipate signs, stages and possible causes of conflict.
  2. Clarify factors and issues relevant to conflict.
  3. Explore possible resolutions and/or compromises using appropriate communication techniques.
  4. Evaluate responses against workplace requirements, legislation, policies and procedures.
  5. Develop resolution strategies that identify the timeframes involved and the form of reporting to be used.
Identify and anticipate signs, stages and possible causes of conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify factors and issues relevant to conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explore possible resolutions and/or compromises using appropriate communication techniques.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate responses against workplace requirements, legislation, policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop resolution strategies that identify the timeframes involved and the form of reporting to be used.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement strategies to resolve conflict

  1. Select a strategy for resolution taking social and cultural differences into account.
  2. Identify situations requiring assistance and seek support as required.
  3. Implement strategies to address conflict.
  4. Maintain records and reports.
Select a strategy for resolution taking social and cultural differences into account.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify situations requiring assistance and seek support as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement strategies to address conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain records and reports.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor conflict situations

  1. Evaluate effectiveness of the resolution strategies.
  2. Monitor resolution methodology and initiate remedial actions as required.
  3. Record and use lessons learnt to improve service delivery and organisational policy and procedures as required.
Evaluate effectiveness of the resolution strategies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor resolution methodology and initiate remedial actions as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and use lessons learnt to improve service delivery and organisational policy and procedures as required.

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. Identify and assess conflict situations

1.1 Identify and anticipate signs, stages and possible causes of conflict.

1.2 Clarify factors and issues relevant to conflict.

1.3 Explore possible resolutions and/or compromises using appropriate communication techniques.

1.4 Evaluate responses against workplace requirements, legislation, policies and procedures.

1.5 Develop resolution strategies that identify the timeframes involved and the form of reporting to be used.

2. Implement strategies to resolve conflict

2.1 Select a strategy for resolution taking social and cultural differences into account.

2.2 Identify situations requiring assistance and seek support as required.

2.3 Implement strategies to address conflict.

2.4 Maintain records and reports.

3. Monitor conflict situations

3.1 Evaluate effectiveness of the resolution strategies.

3.2 Monitor resolution methodology and initiate remedial actions as required.

3.3 Record and use lessons learnt to improve service delivery and organisational policy and procedures as required.

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. Identify and assess conflict situations

1.1 Identify and anticipate signs, stages and possible causes of conflict.

1.2 Clarify factors and issues relevant to conflict.

1.3 Explore possible resolutions and/or compromises using appropriate communication techniques.

1.4 Evaluate responses against workplace requirements, legislation, policies and procedures.

1.5 Develop resolution strategies that identify the timeframes involved and the form of reporting to be used.

2. Implement strategies to resolve conflict

2.1 Select a strategy for resolution taking social and cultural differences into account.

2.2 Identify situations requiring assistance and seek support as required.

2.3 Implement strategies to address conflict.

2.4 Maintain records and reports.

3. Monitor conflict situations

3.1 Evaluate effectiveness of the resolution strategies.

3.2 Monitor resolution methodology and initiate remedial actions as required.

3.3 Record and use lessons learnt to improve service delivery and organisational policy and procedures as required.

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.

communicating with a diverse workforce and client base including use of assertiveness, active listening, non-verbal communication, appropriate language styles, teamwork

using problem solving to deal with unexpected issues or attitudes

dealing with difficult situations

questioning, negotiating and problem solving

mediating and counselling in the context of conflict management

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, policies, procedures and guidelines relating to conflict in the public sector workplace

types of conflict in the workplace and typical causes

conflict theories including signs, stages, levels, factors involved, resolution

group processes and roles people play

organisational theory and workplace behaviour

organisational structures

different social and cultural practices

conflict resolution skills and strategies including negotiation, empathy, communication to diffuse tension and achieve positive outcomes

personal power and positional power

grievance procedures in the public sector