Elements and Performance Criteria
- Identify conflict situations
- Identify (quickly) signs and possible causes of conflict
- Determine accurately the stage of the conflict, with respect to progression and possible escalation
- Take swift and tactful action to prevent escalation
- Identify (quickly) situations where personal safety of clients or staff may be threatened and organise appropriate assistance (if required)
- Identify factors within the individual or workplace environment which relate to the developing conflict
- Implement conflict resolution strategies
- Take responsibility for resolving the conflict within scope of individual responsibility
- Clarify factors and issues relevant to the conflict
- Demonstrate correct use of conflict resolution techniques to manage the conflict after consideration of the particular situation
- Identify options for resolution of the conflict which allow for constructive responses to be negotiated and enable established work relationships to continue
- Encourage, treat with respect, and accept (where appropriate) all points of view during negotiations and discussions
- Use effective interpersonal skills