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Elements and Performance Criteria

  1. Identify conflict situations
  2. Implement conflict resolution strategies
  3. Use effective interpersonal skills

Evidence Required

The Evidence Guide identifies the critical aspects knowledge and skills to be demonstrated to confirm competence for this unit This is an integral part of the assessment of competence and should be read in conjunction with the Range Statements

Critical aspects of evidence to be considered

Assessment must confirm sufficient knowledge of typical symptoms and causes of conflict in the work environment and conflict resolution techniques

Assessment of performance should be over the resolution of a minimum of three different conflict situations covering the prescribed number of categories from the Range Statements

Assessment must confirm the ability to apply this knowledge and appropriate techniques to

identify sources of conflict in the workplace

resolve a range of different conflict situations using different options for resolution

use suitable communication skills to facilitate effective discussion between all parties and achieve resolution

Interdependent assessment of units

This unit must be assessed after attainment of competency in the following units


This unit must be assessed in conjunction with the following units


For the purpose of integrated assessment this unit may be assessed in conjunction with the following units


Required knowledge and skills

Required knowledge

Signs and stages of conflict in the workplace

Possible causessources of conflict ideational status and power goal conflict

Functions of conflict functional and dysfunctional

Options for constructive responses to typical conflict situations

Required skills

Interpersonal skills

Participation in small informal work groups

Problem solving

Ability to gather record and convey information

Resource implications

Physical resources assessment of this unit of competency requires access to

real or simulated work group situations

access to information relevant to the workplace

Human resources assessment of this unit of competency will require human resources consistent with those outlined in the Assessment Guidelines That is assessors or persons within the assessment team must

be competent in this unit but preferably be competent in the unit at the level above

be current in their knowledge and understanding of the industry through provision of evidence of professional activity in the relevant area

have attained the mandatory competency requirements for assessors under the Australian Quality Training Framework AQTF as specified in Standard of the Standards for Registered Training Organisations

Consistency in performance

Due to issues such as differences in conflict situations this unit of competency must be assessed over the resolution of a minimum of three different conflict situations to ensure consistency of performance over the Range Statements and contexts applicable to conflict arising in workplaces

Context for assessment

This unit of competency must be assessed in the context of responding to a conflict issue arising during a sport or recreation activity for a group of clients For valid and reliable assessment the clients should be real ie not peers and the sport or recreation activity should be similar to those that occur in the learners work environment The environment should be safe with the hazards circumstances and equipment likely to be encountered in a real workplace

Assessment of this unit of competency will usually include observation of processes and procedures oral andor written questioning on required knowledge and skills and consideration of required attitudes

Where performance is not directly observed andor is required to be demonstrated over a period of time andor in a number of locations any evidence should be authenticated by colleagues supervisors clients or other appropriate persons


Collect AnalyseampOrganise Information

Communicate IdeasampInformation

PlanampOrganise Activities

Work with Othersampin Teams

Use Mathematical IdeasampTechniques

Solve Problems

Use Technology

These levels do not relate to the Australian Qualifications Framework They relate to the seven areas of generic competency that underpin effective workplace practices

The three levels of performance and denote the level of competency required to perform the task

Use routine approaches

Select from routine approaches

Establish new approaches

Collecting analysing and organising information Collecting information objectively from all stakeholders involved in a conflict situation

Communicating ideas and information Liaising with all stakeholders and presenting solutionfocused ideas

Planning and organising activities Not applicable

Working with teams and others Collaboratively working with people and negotiating and consulting for a resolution

Using mathematical ideas and techniques Not applicable

Solving problems Resolving conflict andor preventing conflict from arising in a workplace situation

Using technology Not applicable

Please refer to the Assessment Guidelines for advice on how to use the Key Competencies

Range Statement

Range Statements

The Range Statements provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. The Range Statements relate to the unit as a whole and helps facilitate holistic assessment. In addition, the following variables may be present for this particular unit of competency


Conflict resolution techniques

[all categories]

approaches to conflict resolution include






problem solving


majority vote


Conflict situations

[all categories]

situations may include

client complaints

conflicts among work colleagues

conflict between clients/participants

Factors related to conflict

[all categories]

factors contributing to conflict may include

opposing attitudes, values, beliefs

individual versus group goals



limited resources

Interpersonal skills

[all categories]









Options for resolution

[all categories]

win - win

win - lose

lose - lose

Workplace environment

[one category]

sectors of the sport and recreation industry



community recreation

outdoor recreation