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Evidence Guide: TLIL4005 - Apply conflict/grievance resolution strategies

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

 

TLIL4005 - Apply conflict/grievance resolution strategies

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

Identify potential conflict situations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Signs and stages of conflict or grievance are recognised

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Possible causes of conflict or grievance are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement conflict resolution strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Factors and issues relevant to conflict or grievance are clarified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Strategies for dealing with conflict or grievance are developed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Options for resolving the conflict or grievance are presented that enable constructive responses to be negotiated and established relationships to continue

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Strategies are implemented to resolve the source of conflict

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Outcomes of the process are monitored to ensure objectives continue to be met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use effective interpersonal skills

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effective verbal and non-verbal communication is used during negotiations, including body language, questioning, language style, active listening and reflection

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback is given assertively and received non-defensively during negotiations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Shared understanding is created through written communications

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.

1

Identify potential conflict situations

1.1

Signs and stages of conflict or grievance are recognised

1.2

Possible causes of conflict or grievance are identified

2

Implement conflict resolution strategies

2.1

Factors and issues relevant to conflict or grievance are clarified

2.2

Strategies for dealing with conflict or grievance are developed

2.3

Options for resolving the conflict or grievance are presented that enable constructive responses to be negotiated and established relationships to continue

2.4

Strategies are implemented to resolve the source of conflict

2.5

Outcomes of the process are monitored to ensure objectives continue to be met

3

Use effective interpersonal skills

3.1

Effective verbal and non-verbal communication is used during negotiations, including body language, questioning, language style, active listening and reflection

3.2

Feedback is given assertively and received non-defensively during negotiations

3.3

Shared understanding is created through written communications

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Identify potential conflict situations

1.1

Signs and stages of conflict or grievance are recognised

1.2

Possible causes of conflict or grievance are identified

2

Implement conflict resolution strategies

2.1

Factors and issues relevant to conflict or grievance are clarified

2.2

Strategies for dealing with conflict or grievance are developed

2.3

Options for resolving the conflict or grievance are presented that enable constructive responses to be negotiated and established relationships to continue

2.4

Strategies are implemented to resolve the source of conflict

2.5

Outcomes of the process are monitored to ensure objectives continue to be met

3

Use effective interpersonal skills

3.1

Effective verbal and non-verbal communication is used during negotiations, including body language, questioning, language style, active listening and reflection

3.2

Feedback is given assertively and received non-defensively during negotiations

3.3

Shared understanding is created through written communications

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying interpersonal skills

applying relevant legislation and workplace procedures

communicating effectively with others when applying conflict and grievance resolution strategies

completing relevant documentation

gathering, recording and conveying simple and routine work-related information

identifying existing and potential conflict or grievances

interpreting and following operational instructions and prioritising work

negotiating effectively with others when applying conflict and grievance resolution strategies

participating in small informal work groups

reading and interpreting relevant instructions, procedures, information and signs

responding appropriately to cultural preferences in the workplace, including modes of behaviour and interactions with others

selecting and appropriately applying technology, information systems and procedures to complete workplace tasks

working collaboratively with others when applying conflict and grievance resolution strategies

working systematically with required attention to detail.

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

options for constructive responses to typical conflict/grievance situations

relevant regulation and code requirements

relevant work health and safety (WHS)/occupational health and safety (OHS) policies and procedures

relevant workplace business marketing policies and practices, including requirements for maintaining security and confidentiality

signs, stages and possible causes of conflict in the workplace

typical problems that can occur when applying conflict or grievance resolution strategies and related appropriate action that can be taken

workplace protocols and procedures for identifying and resolving conflict or grievances.

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.