Deal with conflict

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver PSPGOV411A, 'Deal with conflict'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Deal with conflict' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Identify the cause of conflict

1.1 The conflict situation, including the cause, is analysed and the position of each party established.

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

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

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

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

2. Establish and implement strategies for dealing with conflict

2.1 All parties involved in the conflict are encouraged to take shared responsibility for finding a solution to the situation.

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

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

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

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

3. Evaluate response and outcome

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

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

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

Qualifications and Skillsets

PSPGOV411A appears in the following qualifications:

  • CHC42708 - Certificate IV in Volunteer Program Coordination
  • PSP42010 - Certificate IV in School Support Services
  • PSP41904 - Certificate IV in Government (School Support Services)
  • PSP42108 - Certificate IV in Government (Revenue Administration)
  • PSP42210 - Certificate IV in Government (Workplace Relations)
  • PSP40104 - Certificate IV in Government

And the skillsets: