Elements and Performance Criteria
- Assess conflict.
- Negotiate resolution.
- Use strategies to resolve conflict that comply with organisational policies and procedures.
- Use negotiation techniques that maintain positive interaction and divert and minimise aggressive behaviour.
- Use communication techniques that are effective in ensuring mutual understanding.
- Ensure negotiation styles take into account social and cultural differences.
- Confirm mutual agreement to strategies and required outcomes with all relevant people.
- Evaluate responses.
- Evaluate and review effectiveness of response according to legal and organisational requirements.
- Provide accurate and constructive observations of incidents when reviewing and debriefing the situation.
- Provide and maintain records and reports according to organisational requirements.
- Recognise effects of stress and manage these, using recognised stress management techniques.