Application
This unit describes the skills and knowledge required to manage conflict, both within the board or committee and with operational personnel in the organisation.
It applies to individuals who are on committees or boards of governance.
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 Consider if the conflict relates to operational or strategic activity 2.2 Acknowledge the issue(s) and the roles of the parties involved, noting that board and committee members' roles are strategic and employees' roles are operational 2.3 Ascertain how the roles of the parties involved have impacted upon the conflict 2.4 Develop resolution strategies in accordance with legislation, the organisation's constitution and in consultation with conflicting parties 2.5 Seek professional advice where needed, maintaining discretion and confidentiality 2.6 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 resolution strategies that are in line with legislation and the roles of the parties involved 3.2 Diffuse emotional situations by focussing on the issue(s) rather than the individual(s) concerned 3.3 Follow organisational grievance policy if conflict has escalated to grievance level 3.4 Allow sufficient time for the conflict to be resolved 3.5 Monitor and evaluate the process used to resolve the conflict |
Evidence of Performance
Evidence of the ability to:
communicate, negotiate and work cooperatively regarding conflict with:
other board or committee members
management and staff of the organisation
key stakeholders
develop strategies to prevent conflict both within the board or committee and between the board or committee and operational personnel
develop resolution strategies with conflicting parties
diffuse emotional conflict situations by focusing on the issues at hand
monitor and evaluate conflict resolution processes.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
discuss potential situations of future conflict
explain the roles of the parties involved (in terms of board or committee member roles as opposed to operational personnel roles)
discuss options for conflict resolution and situations that would warrant the use of the following methods:
formal discussions with third party presence
informal discussions
following organisational policies
professional advice
grievance procedures
describe conflict monitoring and evaluation processes
describe legislative and organisational constitutional requrirements in relation to conflict.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical committee or board of governance activities and include access to:
examples of conflict resolution.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
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 | 1.1, 3.1 | Interprets various texts to guide activities and decisions |
Writing | 1.3, 2.4 | Collates and compiles material using clear and detailed language to convey specific information, requirements and recommendations |
Oral Communication | 2.2-2.4, 3.2 | Participates in a variety of spoken exchanges using suitable tone, language and strategies to confirm, clarify or repair understanding Make constructive suggestions when required Elicits views and opinions of others by active listening and questioning |
Navigate the world of work | 1.1-1.3, 2.1, 2.2, 2.4, 3.1, 3.2, 3.4 | Takes personal responsibility for adherence to legal/regulatory responsibilities relevant to own work context, and draws attention to any issues that may affect the organisation as a whole Recognises and follows explicit and implicit protocols and meets expectations associated with own role |
Interact with others | 2.2-2.4, 2.6, 3.2, 3.3, | Follows accepted communication practices and protocols, adjusting personal communication style in response to values, beliefs and cultural expectations of others |
Get the work done | 1.3, 2.1, 2.4, 2.5, 3.1, 3.3, 3.4 | Develops plans to manage relatively complex tasks with an awareness of how they may contribute to longer term operational strategic goals Makes a range of critical and non-critical decisions in relatively complex situations, taking a range of constraints into account Recognises and addresses some unfamiliar problems of increasing complexity within own scope, recognising when to seek expertise of others |
Sectors
Regulation, Licensing and Risk – Governance