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Evidence Guide: PSPGOV508A - 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

 

PSPGOV508A - Manage conflict

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

Identify and assess conflict situations

  1. Signs, stages and possible causes of conflict are identified and anticipated.
  2. Factors and issues relevant to conflict are clarified.
  3. Possible resolutions and/or compromises are explored using appropriate communication techniques.
  4. Responses are evaluated against workplace requirements, legislation, policies and procedures.
  5. Resolution strategies are developed that identify the timeframes involved and the form of reporting to be used.
Signs, stages and possible causes of conflict are identified and anticipated.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Factors and issues relevant to conflict are clarified.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Possible resolutions and/or compromises are explored using appropriate communication techniques.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Responses are evaluated against workplace requirements, legislation, policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolution strategies are developed that identify the timeframes involved and the form of reporting to be used.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement strategies to resolve conflict

  1. The strategy for resolution is selected to take account of social and cultural differences and is consistent with legislation, organisational policies and procedures.
  2. Situations requiring assistance are identified and support is sought as required, according to organisational policy and procedures.
  3. Strategies to address conflict are implemented promptly in accordance with legislation, policy and procedures.
  4. Records and reports are maintained in accordance with legislation, policy and procedures.
The strategy for resolution is selected to take account of social and cultural differences and is consistent with legislation, organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Situations requiring assistance are identified and support is sought as required, according to organisational policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Strategies to address conflict are implemented promptly in accordance with legislation, policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Records and reports are maintained in accordance with legislation, policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor conflict situations

  1. Effectiveness of the resolution strategies is evaluated.
  2. Resolution methodology is monitored and remedial actions are initiated as required.
  3. Lessons learnt are recorded and used to improve service delivery, organisational policy and procedures as required.
Effectiveness of the resolution strategies is evaluated.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolution methodology is monitored and remedial actions are initiated as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Lessons learnt are recorded and used to improve service delivery, organisational policy and procedures as required.

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:

PSPETHC501B Promote the values and ethos of public service

PSPGOV504B Undertake research and analysis

PSPGOV505A Promote diversity

PSPGOV507A Undertake negotiations

PSPGOV511A Provide leadership

PSPGOV512A Use complex workplace communication strategies

PSPGOV514A Facilitate change

PSPLEGN501B Promote compliance with legislation in the public sector

PSPOHS501A Monitor and maintain workplace safety

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

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

Resources required to carry out assessment

These resources include:

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

public sector and organisational grievance procedures

strategies and guidelines for dealing with workplace conflict

case studies and workplace scenarios to capture the range of situations likely to be encountered when managing 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 managing conflict, including coping with difficulties, irregularities and breakdowns in routine

management of conflict 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

observation

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:

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 and people

questioning, negotiating and problem solving

mediation and counselling in the context of conflict management

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, 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

equal employment opportunity, equity and diversity principles

public sector legislation such as occupational health and safety and environment legislation 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.

Causes of conflict may include:

differences of opinion

different ways of working

poor communication

competing needs

cross-cultural issues

abuse of power

workplace bullying

customer dissatisfaction

gender issues

inter-generational issues

Conflict situations/events may include:

work pressures

organisational restructures

conflicts/incidents among work colleagues

refusals to follow directions/guidance

customer complaints/dissatisfaction

disagreements between members of the public

bystander behaviour, for example when policing compliance or dealing with service difficulties

drug or alcohol affected persons

persons suffering emotional distress

Communication techniques may include:

verbal and non-verbal language

questioning and listening

cooperative language

control 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, policies and procedures may include:

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

public sector standards

codes of practice

codes of ethics

code of conduct

security standards

Resolution strategies may include:

relocation

changed procedures

office re-organisation

change in reporting lines

change in behaviour

disciplinary action.

Social and cultural differences may include:

beliefs and values

social conventions

family relationships

cultural observances

verbal and non-verbal language

Support may include:

mediators

counsellors

interpreters

human resources staff

grievance officers

team leaders

managers

Conflict management strategies may include:

mediation

counselling

assertiveness training

time out

reflective listening

mapping the conflict

seeking win/win outcome

workable compromise

confrontational coaching/mentoring