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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Prepare for dispute resolution
   • Establish facts and issues surrounding the dispute
   • Analyse key strengths and weaknesses of own and opposing case
   • Determine and analyse dispute resolution process to be applied
   • Identify evidence that can be used to support own case
   • Make an assessment of realistic and achievable outcomes and agree on objectives for participating in the processes
   • Develop an appropriate strategy to deal with the dispute through agreed or established processes
   • File appropriate documentation in accordance with agreed procedure and/or tribunal requirements
2. Participate in dispute resolution processes
   • Present an outline of position to support own case and respond to and/or rebut opposing arguments
   • Identify common areas of agreement, seek to minimise areas of disagreement and achieve an outcome that aligns with own objective/s
3. Reach an outcome to dispute resolution
   • Use communication techniques to put forward options for dispute resolution
   • Seek agreement on identified options consistent with own objectives
   • Consult with appropriate parties over authority to reach agreement on particular options
   • Refer to appropriate tribunal/person in accordance with dispute resolution process, where agreement cannot be reached
   • Clarify agreement or withdraw from dispute resolution process
4. Evaluate and review outcome against objectives
   • Report back to relevant personnel
   • Review outcome with relevant personnel against objectives
   • Review dispute resolution processes for effectiveness