Application
This unit describes the skills and knowledge required to manage conflict, both within the board and the organisation, and between the organization, the community and the wider community.
It applies to individuals who contribute their skills and knowledge to monitoring and guiding the activities of organisations in situations where there may be conflict between individuals or groups.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Identify existing and potential conflict | 1.1 Determine if conflict exists and its possible causes 1.2 Identify potential situations of future conflict 1.3 Develop strategies to prevent conflict |
2 Consider the conflict situation | 2.1 Identify the implications of conflict occurring 2.2 Identify responsibilities within the conflict 2.3 Develop resolution strategies in consultation with conflicting parties 2.4 Seek professional advice where needed, maintaining discretion and confidentiality 2.5 Ensure wellbeing of individuals and the organisation is considered when developing resolution strategies |
3 Use strategies to resolve conflict | 3.1 Promptly, appropriately and impartially implement strategies respecting the cultures of parties involved 3.2 Allow sufficient time for conflict to be resolved 3.3 Monitor and evaluate the process used to resolve the conflict |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 3.3 | Gathers, interprets and analyses information to measure the success of conflict-resolution strategies |
Writing | 1.3, 2.3, 2.4, 3.3 | Develops material for a specific audience using clear and detailed language to convey explicit information, requirements and recommendations |
Oral Communication | 1.1-1.3, 2.1-2.5, 3.1, 3.3 | Articulates clearly using specific language and suitable tone to convey requirements for different audiences Uses active questioning and listening techniques to confirm understanding |
Interact with others | 2.3-2.5, 3.1 | Recognises the importance of building rapport to establish effective working relationships Adapts personal communication style to build positive working relationships and show respect for opinions, values and particular needs of others Collaborates and negotiates with others to achieve agreeable outcomes, playing an active role in facilitating consensus in potentially contentious situations, seeking expert advice if required |
Get the work done | 1.1-1.3, 2.1-2.3, 3.1-3.3 | Uses analytical processes to decide on a course of action, establishing criteria for deciding between options and seeking input and advice from others before taking action Allows sufficient time for difficulties to be resolved in an impartial and appropriate manner Uses formal and informal processes to monitor implementation of solutions and reflect on outcomes Makes a range of critical and non-critical decisions in relatively complex situations, taking a range of constraints into account |
Sectors
Regulation, Licensing and Risk – ATSI Governance