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Evidence Guide: PSPGOV411A - Deal with 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

 

PSPGOV411A - Deal with conflict

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

Identify the cause of conflict

  1. The conflict situation, including the cause, is analysed and the position of each party established.
  2. Steps are taken to prevent the escalation of the conflict, in accordance with organisational procedures.
  3. All points of view are encouraged, accepted and treated with respect.
  4. Factors and issues relevant to the situation are identified, clarified and confirmed using appropriate communication techniques.
  5. Proceedings to settle the dispute/conflict in accordance with legislation, organisational policy and procedures are initiated with minimal delay.
The conflict situation, including the cause, is analysed and the position of each party established.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Steps are taken to prevent the escalation of the conflict, in accordance with organisational procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

All points of view are encouraged, accepted and treated with respect.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Factors and issues relevant to the situation are identified, clarified and confirmed using appropriate communication techniques.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Proceedings to settle the dispute/conflict in accordance with legislation, organisational policy and procedures are initiated with minimal delay.

Completed
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Teacher:
Evidence:

 

 

 

 

 

 

 

Establish and implement strategies for dealing with conflict

  1. All parties involved in the conflict are encouraged to take shared responsibility for finding a solution to the situation.
  2. The strategy is selected for resolution, taking account of social andcultural differences and consistency with organisational policies and procedures.
  3. Assertive feedback is provided to the parties and constructive feedback is accepted from the parties non-defensively.
  4. Outcomes are agreed that meet individual, organisational and legislative requirements.
  5. Assistance is obtained where necessary in accordance with organisational policy and procedures.
All parties involved in the conflict are encouraged to take shared responsibility for finding a solution to the situation.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

The strategy is selected for resolution, taking account of social andcultural differences and consistency with organisational policies and procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assertive feedback is provided to the parties and constructive feedback is accepted from the parties non-defensively.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Outcomes are agreed that meet individual, organisational and legislative requirements.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assistance is obtained where necessary in accordance with organisational policy and procedures.

Completed
Date:

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Evaluate response and outcome

  1. Records and reports are maintained in accordance with legislation, policy and procedures.
  2. Accurate and constructive observations of incidents are provided in reviewing and debriefing the situation.
  3. Effectiveness of response is evaluated and reviewed in accordance with organisational policy and procedures.
Records and reports are maintained in accordance with legislation, policy and procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Accurate and constructive observations of incidents are provided in reviewing and debriefing the situation.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Effectiveness of response is evaluated and reviewed in accordance with organisational policy and procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.

Units to be assessed together

Pre-requisite units that must be achieved prior to this unit:Nil

Co-requisite units that must be assessed with this unit:Nil

Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:

PSPETHC401A Uphold and support the values and principles of public service

PSPGOV405B Provide input to change processes

PSPGOV406B Gather and analyse information

PSPGOV408A Value diversity

PSPGOV412A Use advanced workplace communication strategies

PSPGOV417A Identify and treat risks

PSPLEGN401A Encourage compliance with legislation in the public sector

PSPOHS401B Implement workplace safety procedures and programs

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of Employability Skills as they relate to this unit

conflict dealt with in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation, policy, procedures and protocols relating to conflict management in the public sector

grievance procedures in the public sector

strategies and guidelines for dealing with workplace conflict

case studies and workplace scenarios to capture the range of situations likely to be encountered when dealing with conflict

Where and how to assess evidence

Valid assessment of this unit requires:

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when dealing with conflict in the workplace, including coping with difficulties, irregularities and breakdowns in routine

conflict dealt with in a range of (3 or more) contexts (or occasions, over time).

Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations.

Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:

case studies

portfolios

questioning

scenarios

simulation or role plays

authenticated evidence from the workplace and/or training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

Skill requirements

Look for evidence that confirms skills in:

using a range of communication strategies/skills with a diverse workforce and client base including assertiveness, listening, non-verbal communication, language style, problem solving

using problem solving to deal with unexpected issues or attitudes

dealing with difficult situations and people

responding to diversity, including gender and disability

applying procedures relating to occupational health and safety and environment in the context of conflict resolution

Knowledge requirements

Look for evidence that confirms knowledge and understanding of:

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

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

personal power and positional power

grievance procedures in the public sector

equal employment opportunity, equity and diversity principles

public sector legislation such as occupational health and safety and environment in the context of conflict resolution

Range Statement

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.

Conflict situations may relate to:

conflicts among work colleagues and/or work teams

work areas

employees and supervisors

customer complaints

Causes of conflict may include:

differences of opinion

different ways of working

poor communication

competing needs

cross-cultural issues

racial or religious issues

abuse of power

workplace bullying

customer dissatisfaction

gender issues

inter-generational issues

Communication techniques may include:

verbal and non-verbal language

questioning and listening

cooperative language

appropriate use of emotions, voice and body language

constructive feedback

reflection

summarising

re-phrasing

paraphrasing

presenting options

using language and concepts suited to the occasion and the other party

showing a willingness to compromise

Legislation, policy and procedures may include:

State/Territory or Commonwealth legislation, regulations, organisational policies, procedures and guidelines relating to the management of conflict in the public sector, including equal employment opportunity, equity and diversity, occupational health and safety, privacy, confidentiality, anti-discrimination, harassment

public sector standards

codes of practice

codes of ethics

security standards

Social and cultural differences may include:

beliefs and values

social conventions

family relationships

codes of conduct

cultural observances

cross-cultural issues

verbal and non-verbal language

Assistance may include:

mediators

employee assistance providers

advocates

supervisors/senior staff

colleagues