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 SRXGRO002A, 'Deal with conflict'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Deal with conflict' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

Elements and Performance Criteria

Element

Performance Criteria

1

Identify conflict situations

1.1

Identify (quickly) signs and possible causes of conflict

1.2

Determine accurately the stage of the conflict, with respect to progression and possible escalation

1.3

Take swift and tactful action to prevent escalation

1.4

Identify (quickly) situations where personal safety of clients or staff may be threatened and organise appropriate assistance (if required)

1.5

Identify factors within the individual or workplace environment which relate to the developing conflict

2

Implement conflict resolution strategies

2.1

Take responsibility for resolving the conflict within scope of individual responsibility

2.2

Clarify factors and issues relevant to the conflict

2.3

Demonstrate correct use of conflict resolution techniques to manage the conflict after consideration of the particular situation

2.4

Identify options for resolution of the conflict which allow for constructive responses to be negotiated and enable established work relationships to continue

2.5

Encourage, treat with respect, and accept (where appropriate) all points of view during negotiations and discussions

3

Use effective interpersonal skills

3.1

Demonstrate use of effective verbal and non verbal communication during negotiations (including body language, questioning, language style, active listening and reflection)

3.2

Provide assertive feedback, and receive feedback non-defensively during negotiations


Qualifications and Skillsets

SRXGRO002A appears in the following qualifications:

  • AUR20105 - Certificate II in Automotive Administration
  • AUR30105 - Certificate III in Automotive Administration
  • AHC40110 - Certificate IV in Agriculture
  • AHC41010 - Certificate IV in Agribusiness
  • AHC40910 - Certificate IV in Conservation and Land Management
  • SFI30311 - Certificate III in Seafood Industry (Environmental Management Support)
  • RGR20208 - Certificate II in Racing (Kennelhand)
  • RGR40408 - Certificate IV in Racing (Greyhound Trainer)
  • RGR40608 - Certificate IV in Racing Services (Steward)
  • RGR40508 - Certificate IV in Racing Services (Racing Administration)
  • RGR30108 - Certificate III in Racing (Trackrider)
  • RGR20308 - Certificate II in Racing Services (Racing Administration)
  • RGR50108 - Diploma of Racing (Racehorse Trainer)
  • RGR50208 - Diploma of Racing Services (Racing Administration)
  • RGR50308 - Diploma of Racing Services (Steward)
  • RGR30308 - Certificate III in Racing Services (Racing Administration)
  • RGR40108 - Certificate IV in Racing (Racehorse Trainer)
  • RGR30208 - Certificate III in Racing (Advanced Stablehand)
  • RGR40308 - Certificate IV in Racing (Harness Race Driver)
  • RGR30408 - Certificate III in Racing Services (Cadet Steward)
  • RGR40208 - Certificate IV in Racing (Jockey)