Manage 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 PSPGOV508A, 'Manage conflict'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage 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 and assess conflict situations

1.1 Signs, stages and possible causes of conflict are identified and anticipated.

1.2 Factors and issues relevant to conflict are clarified.

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

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

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

2. Implement strategies to resolve conflict

2.1 The strategy for resolution is selected to take account of social and cultural differences and is consistent with legislation, organisational policies and procedures.

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

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

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

3. Monitor conflict situations

3.1 Effectiveness of the resolution strategies is evaluated.

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

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

Qualifications and Skillsets

PSPGOV508A appears in the following qualifications:

  • PSP42010 - Certificate IV in School Support Services
  • PSP51104 - Diploma of Government (Management)
  • PSP41904 - Certificate IV in Government (School Support Services)
  • PSP51904 - Diploma of Government (Workplace Inspection)
  • PSP52110 - Diploma of Government (Workplace Relations)
  • PSP50304 - Diploma of Government (Court Services)
  • PSP50104 - Diploma of Government
  • PSP50904 - Diploma of Government (Injury Management
  • PSP52210 - Diploma of Government (Trade Measurement)