Elements and Performance Criteria
- Identify conflict situations.
- Identify potential for conflict quickly and take swift and tactful action to prevent escalation.
- Identify quickly situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
- Identify and use resources to assist in managing conflict where appropriate and according to organisation policy and procedures.
- Resolve conflict situations.
- Take responsibility for finding a solution to the conflict within scope of individual responsibility.
- Deal with conflict sensitively, courteously and discreetly and take steps to minimise impact on other colleagues and customers.
- Use effective communication skills to assist in management of the conflict.
- Encourage all points of view, acknowledge them and treat them with respect.
- Establish and agree on the nature and details of the conflict with all parties and assess the impact of the situation on them.
- Determine possible options to resolve the conflict and promptly analyse and decide on the best solution in agreement with all parties, taking into account any organisation constraints.
- Use accepted conflict resolution techniques to manage the conflict situation and develop solutions.
- Complete any necessary documentation accurately and legibly within time constraints.
- Evaluate conflict situations.