Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
TLIL4005A Mapping and Delivery Guide
Apply conflict/grievance resolution strategies
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | TLIL4005A - Apply conflict/grievance resolution strategies |
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Description | This unit involves the skills and knowledge required to apply conflict resolution strategies to resolve grievances that may occur in the course of work, including identifying potential conflict situations, implementing appropriate conflict resolution strategies, and using effective interpersonal skills. Grievances and conflict situations may include those between employees in the workplace, between employees and managers, as well as grievances that might be raised by customers. Licensing, legislative, regulatory or certification requirements are applicable to this unit. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | Work involves discretion and judgement for self and others in management and resolution of conflicts and grievances both internal and external to the workplace.Work is performed under minimum supervision with general guidance on progress and outcomes of work. It involves application of conflict/grievance resolution strategies in conflict situations that may arise amongst personnel both internal to and external to the workplace. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not Applicable | ||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Identify potential conflict situations |
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Element: Implement conflict resolution strategies |
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Element: Use effective interpersonal skills |
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