Assessor Resource
TLIL507D
Apply conflict/grievance resolution strategies
Assessment tool
Version 1.0
Issue Date: May 2024
Work involves discretion and judgement for self and others in management and resolution of conflicts and grievances both internal and external to the workplace.
Work is performed under minimum supervision with general guidance on progress and outcomes of work. It involves application of conflict/grievance resolution strategies in conflict situations that may arise amongst personnel both internal to and external to the workplace.
This unit involves the skills and knowledge required to apply conflict resolution strategies to resolve grievances that may occur in the course of work, including identifying potential conflict situations, implementing appropriate conflict resolution strategies, and using effective interpersonal skills. Grievances and conflict situations may include those between employees in the workplace, between employees and managers, as well as grievances that might be raised by customers.
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