This section describes the essential skills and knowledge and their level required for this unit

Skill requirements

Look for evidence that confirms skills in

communicating with a diverse workforce and client base including use of assertiveness active listening nonverbal communication appropriate language styles teamwork

using problem solving to deal with unexpected issues or attitudes

dealing with difficult situations and people

questioning negotiating and problem solving

mediation and counselling in the context of conflict management

responding to diversity including gender and disability

applying procedures relating to occupational health and safety and environment in the context of conflict resolution

Knowledge requirements

Look for evidence that confirms knowledge and understanding of

legislation regulations policies procedures and guidelines relating to conflict in the public sector workplace

types of conflict in the workplace and typical causes

conflict theories including signs stages levels factors involved resolution

group processes and roles people play

organisational theory and workplace behaviour

organisational structures

different social and cultural practices

conflict resolution skills and strategies including negotiation empathy communication to diffuse tension and achieve positive outcomes

personal power and positional power

grievance procedures in the public sector

equal employment opportunity equity and diversity principles

public sector legislation such as occupational health and safety and environment legislation in the context of conflict resolution

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole It must be read in conjunction with the Unit descriptor Performance Criteria the Range Statement and the Assessment Guidelines for the Public Sector Training Package

Units to be assessed together

Prerequisite units that must be achieved prior to this unitNil

Corequisite units that must be assessed with this unitNil

Coassessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include but are not limited to

PSPETHCB Promote the values and ethos of public service

PSPETHC501B Promote the values and ethos of public service

PSPGOVB Undertake research and analysis

PSPGOV504B Undertake research and analysis

PSPGOVA Promote diversity

PSPGOV505A Promote diversity

PSPGOVA Undertake negotiations

PSPGOV507A Undertake negotiations

PSPGOVA Provide leadership

PSPGOV511A Provide leadership

PSPGOVA Use complex workplace communication strategies

PSPGOV512A Use complex workplace communication strategies

PSPGOVA Facilitate change

PSPGOV514A Facilitate change

PSPLEGNB Promote compliance with legislation in the public sector

PSPLEGN501B Promote compliance with legislation in the public sector

PSPOHSA Monitor and maintain workplace safety

PSPOHS501A Monitor and maintain workplace safety

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria look for evidence that confirms

the knowledge requirements of this unit

the skill requirements of this unit

application of Employability Skills as they relate to this unit

management of conflict in a range of or more contexts or occasions over time

Resources required to carry out assessment

These resources include

public sector legislation and organisational policy procedures and protocols relating to conflict management

public sector and organisational grievance procedures

strategies and guidelines for dealing with workplace conflict

case studies and workplace scenarios to capture the range of situations likely to be encountered when managing conflict

Where and how to assess evidence

Valid assessment of this unit requires

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when managing conflict including coping with difficulties irregularities and breakdowns in routine

management of conflict in a range of or more contexts or occasions over time

Assessment methods should reflect workplace demands such as literacy and the needs of particular groups such as

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations

Assessment methods suitable for valid and reliable assessment of this competency may include but are not limited to a combination of or more of

case studies

observation

portfolios

questioning

scenarios

simulation or role plays

authenticated evidence from the workplace andor training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

Causes of conflict may include:

Conflict situations/events may include:

Communication techniques may include:

Legislation, policies and procedures may include:

Resolution strategies may include:

Social and cultural differences may include:

Support may include:

Conflict management strategies may include: