This unit 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.

ELEMENT

PERFORMANCE CRITERIA

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 the conflict occurring

2.2. Identify responsibilities within the conflict

2.3. Develop resolution strategies in consultation with the conflicting parties

2.4. Seek professional advice where needed, maintaining discretion and confidentiality

2.5. Ensure the 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 that respect the cultures of the parties involved

3.2. Allow sufficient time for the conflict to be resolved

3.3. Monitor and evaluate the process used to resolve the conflict

Required skills

communication, teamwork and negotiation skills to listen to differences of opinion and work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders

culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities

evaluation, decision-making and problem-solving skills to monitor and review information presented to the board and to develop conflict-resolution strategies

Required knowledge

concept of community control of organisations and how it may impact on how conflict is resolved

conflict resolution theories and strategies, including mediation strategies

cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that might impact on how conflict is resolved

geographic, social, economic and political contexts in which particular organisations operate and how these may impact on how conflict is resolved

how equity and diversity principles might apply to the way conflict is resolved

organisationalpolicies, procedures and code of conduct relevant to the conflict situation

potential causes of conflict that board members may need to address when undertaking board duties

professional support available to assist in conflict resolution

provisions of federal, state or territory legislation and funding body requirements that may impact on decisions made to resolve conflict

relevant protocols and cultural responsibilities that impact on how conflict is resolved

provisions of the constitution relevant to the conflict situation

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

recognise causes of conflict

apply conflict-resolution strategies

manage conflicteffectively.

Context of and specific resources for assessment

Assessment must ensure:

access to examples of issues worked with by boards of governance that have the potential to involve conflict

access to examples of relevant documents

knowledge and performance are assessed over time to confirm consistency in performance.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance on a board or simulated board

direct questioning combined with reflection of practical board performance by the candidate

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations and group discussions

observation of performance in role plays

analysis of feedback from the other board members, staff, community or other stakeholders regarding performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Causes of conflict may include:

competing group, family or personal interests or needs

cross-cultural issues

differences between cultural groups

dissatisfaction in the community

government policies

interference from outside individuals or organisations, including government

lack of communication

lack of funding

personality clashes

power and control issues

unclear roles and responsibilities.

Situations of future conflict may include:

between the organisation and the community

between the organisation and the wider community

within the board

within the organisation.

Implications of the conflict may include:

community divisions

breakdown in social cohesion

impacts on service delivery or business operations

individual and family health and wellbeing

legal implications, such as breach of contract, duty of care

personal actions.

Resolution strategies may include:

codes of conduct

community and family meetings

cultural resolution strategies

grievance policy and procedure

listening and respect

mediation

memorandums of understanding.

Unit sector

Regulation, licensing and risk - ATSI governance

This unit contains employability skills.