Elements and Performance Criteria
- Identify potential conflict situations
- Signs and stages of conflict or grievance are recognised
- Possible causes of conflict or grievance are identified
- Implement conflict resolution strategies
- Factors and issues relevant to conflict or grievance are clarified
- Strategies for dealing with conflict or grievance are developed
- Options for resolving the conflict or grievance are presented that enable constructive responses to be negotiated and established relationships to continue
- Strategies are implemented to resolve the source of conflict
- Outcomes of the process are monitored to ensure objectives continue to be met
- Use effective interpersonal skills
- Effective verbal and non-verbal communication is used during negotiations, including body language, questioning, language style, active listening and reflection
- Feedback is given assertively and received non-defensively during negotiations
- Shared understanding is created through written communications