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Elements and Performance Criteria

1. Identify the conflict situation
   • Identify and define the conflict, and record details according to workplace policies and procedures
   • Anticipate causes of a dispute or conflict and harmful behaviour, and implement appropriate responses to prevent escalation
   • Identify parties involved in the conflict
   • Identify and analyse the issues of the conflict
   • Instigate proceedings to settle the dispute or conflict with minimal delay according to legislative requirementsand workplace procedures
   • Identify situations requiring assistance and request support promptly
2. Negotiate resolution
   • Address conflict constructively and resolve using appropriate strategies according to workplace procedures
   • Use negotiation techniques to maintain positive interaction and to divert and minimise aggressive behaviour
   • Use effective communication techniques to ensure third parties understand the information received
   • Recognise social and cultural differences and take into account when choosing a negotiation approach
   • Request assistance, as required, for situations that cannot be resolved through negotiation or mutual resolution
   • Keep an accurate, complete and accessible record of the resolution
3. Evaluate response
   • Evaluate the effectiveness of the response and review
   • Use appropriate systems, records and reporting procedures to document the evaluation according to workplace procedures