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 SITXCOM005, '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



Elements describe the essential outcomes.

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

1. Identify conflict situations.

1.1.Identify potential for conflict and take swift and tactful action to prevent escalation.

1.2.Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.

1.3.Identify and use resources to assist in managing conflict.

2. Resolve conflict.

2.1.Establish and agree on the nature and details of conflict with all parties and assess impact.

2.2.Manage conflict within scope of own role and responsibilities, and according to organisational procedures.

2.3.Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.

2.4.Identify and evaluate impact of conflict on business reputation and legal liability.

2.5.Evaluate options to resolve the conflict, taking into account organisational policies and constraints.

2.6.Implement the best solution and complete required reports.

3. Evaluate conflict resolution.

3.1.Communicate with parties involved to seek and provide feedback on conflict and its resolution.

3.2.Evaluate and reflect on the conflict and effectiveness of the solution.

3.3.Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.