Elements

Performance Criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify the conflict situation

1.1 Identify and define the conflict, and record details according to workplace policies and procedures

1.2 Anticipate causes of a dispute or conflict and harmful behaviour, and implement appropriate responses to prevent escalation

1.3 Identify parties involved in the conflict

1.4 Identify and analyse the issues of the conflict

1.5 Instigate proceedings to settle the dispute or conflict with minimal delay according to legislative requirementsand workplace procedures

1.6 Identify situations requiring assistance and request support promptly

2. Negotiate resolution

2.1 Address conflict constructively and resolve using appropriate strategies according to workplace procedures

2.2 Use negotiation techniques to maintain positive interaction and to divert and minimise aggressive behaviour

2.3 Use effective communication techniques to ensure third parties understand the information received

2.4 Recognise social and cultural differences and take into account when choosing a negotiation approach

2.5 Request assistance, as required, for situations that cannot be resolved through negotiation or mutual resolution

2.6 Keep an accurate, complete and accessible record of the resolution

3. Evaluate response

3.1 Evaluate the effectiveness of the response and review

3.2 Use appropriate systems, records and reporting procedures to document the evaluation according to workplace procedures

Skill

Description

Reading

Gather, interpret and analyse information to measure the success of conflict-resolution strategies

Oral communication

Use active questioning and listening techniques to confirm understanding