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Elements and Performance Criteria

1. Establish needs of parties
   • Identify desires, needs, requirements and outcomes of all parties using open and professional communication strategies
   • Identify and document potential issues and problems, and successful outcomes for organisation and client
   • Identify, analyse and discuss strategies and options for achieving outcomes with relevant parties
   • Identify and evaluate risks and contingency strategies
   • Establish information, facts and issues relevant to situation, and obtain expert advice from third parties or other professionals where required prior to negotiations
2. 2. Negotiate to achieve agreed outcome
   • Obtain agreement on strategies and options to achieve goals and complete processes, and communicate it professionally to relevant parties
   • Review strategies and options for compliance with contractual, legislative, regulatory and professional requirements, in accordance with organisational policy and procedures
   • Obtain, confirm and correctly document agreement by all parties
3. Identify and document causes of disputes
   • Identify and analyse issues or disputes promptly and establish position of relevant parties
   • Use professional communication techniques that demonstrate respect and empathy for other viewpoints and positions to establish confidence of relevant parties
   • Document disputes and issues promptly and accurately, and verify with all relevant parties
4. Implement and manage strategies to resolve disputes
   • Identify, evaluate and implement strategies and options which are most likely to achieve favourable outcomes for all relevant parties
   • Implement proceedings promptly to settle dispute in accordance with legislative, regulatory, professional and organisational requirements
   • Manage dispute to optimise likelihood of favourable outcome for all parties in line with organisational policy and goals
   • Ensure procedures to resolve dispute are in accordance with organisational policy and procedures, and legislative, regulatory and professional requirements
   • Document accurate, thorough and accessible records of all aspects of dispute for follow up and future reference
   • Contact relevant parties to identify any follow up action required to ensure client satisfaction
5. Negotiate to achieve agreed outcome
   • Obtain agreement on strategies and options to achieve goals and complete processes, and communicate it professionally to relevant parties
   • Review strategies and options for compliance with contractual, legislative, regulatory and professional requirements, in accordance with organisational policy and procedures
   • Obtain, confirm and correctly document agreement by all parties