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Evidence Guide: PSPGEN032 - Deal with conflict

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

PSPGEN032 - Deal with conflict

What evidence can you provide to prove your understanding of each of the following citeria?

Identify the cause of conflict

  1. Analyse the conflict situation, including the cause, and establish the position of each party.
  2. Take steps to prevent escalation of the conflict.
  3. Accept and treat all points of view with respect.
  4. Identify, clarify and confirm factors and issues relevant to the situation.
  5. Initiate proceedings to settle the conflict with minimal delay.
Analyse the conflict situation, including the cause, and establish the position of each party.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take steps to prevent escalation of the conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accept and treat all points of view with respect.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, clarify and confirm factors and issues relevant to the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate proceedings to settle the conflict with minimal delay.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and implement strategies for dealing with conflict

  1. Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.
  2. Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.
  3. Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.
  4. Agree on outcomes that meet individual requirements.
  5. Seek assistance where necessary.
Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Agree on outcomes that meet individual requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek assistance where necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate response and outcome

  1. Maintain records and reports.
  2. Provide accurate and constructive observations of incidents in reviewing and debriefing the situation.
  3. Evaluate and review effectiveness of response.
Maintain records and reports.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide accurate and constructive observations of incidents in reviewing and debriefing the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate and review effectiveness of response.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify the cause of conflict

  1. Analyse the conflict situation, including the cause, and establish the position of each party.
  2. Take steps to prevent escalation of the conflict.
  3. Accept and treat all points of view with respect.
  4. Identify, clarify and confirm factors and issues relevant to the situation.
  5. Initiate proceedings to settle the conflict with minimal delay.
Analyse the conflict situation, including the cause, and establish the position of each party.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take steps to prevent escalation of the conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accept and treat all points of view with respect.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, clarify and confirm factors and issues relevant to the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate proceedings to settle the conflict with minimal delay.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and implement strategies for dealing with conflict

  1. Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.
  2. Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.
  3. Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.
  4. Agree on outcomes that meet individual requirements.
  5. Seek assistance where necessary.
Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Agree on outcomes that meet individual requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek assistance where necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate response and outcome

  1. Maintain records and reports.
  2. Provide accurate and constructive observations of incidents in reviewing and debriefing the situation.
  3. Evaluate and review effectiveness of response.
Maintain records and reports.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide accurate and constructive observations of incidents in reviewing and debriefing the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate and review effectiveness of response.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Identify the cause of conflict

1.1 Analyse the conflict situation, including the cause, and establish the position of each party.

1.2 Take steps to prevent escalation of the conflict.

1.3 Accept and treat all points of view with respect.

1.4 Identify, clarify and confirm factors and issues relevant to the situation.

1.5 Initiate proceedings to settle the conflict with minimal delay.

2. Establish and implement strategies for dealing with conflict

2.1 Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.

2.2 Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.

2.3 Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.

2.4 Agree on outcomes that meet individual requirements.

2.5 Seek assistance where necessary.

3. Evaluate response and outcome

3.1 Maintain records and reports.

3.2 Provide accurate and constructive observations of incidents in reviewing and debriefing the situation.

3.3 Evaluate and review effectiveness of response.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Identify the cause of conflict

1.1 Analyse the conflict situation, including the cause, and establish the position of each party.

1.2 Take steps to prevent escalation of the conflict.

1.3 Accept and treat all points of view with respect.

1.4 Identify, clarify and confirm factors and issues relevant to the situation.

1.5 Initiate proceedings to settle the conflict with minimal delay.

2. Establish and implement strategies for dealing with conflict

2.1 Encourage all parties involved in the conflict to take shared responsibility for finding a solution to the situation.

2.2 Select a strategy for resolution, taking into account social and cultural differences and consistency with organisational policies and procedures.

2.3 Provide assertive feedback to the parties and accept constructive feedback from the parties non-defensively.

2.4 Agree on outcomes that meet individual requirements.

2.5 Seek assistance where necessary.

3. Evaluate response and outcome

3.1 Maintain records and reports.

3.2 Provide accurate and constructive observations of incidents in reviewing and debriefing the situation.

3.3 Evaluate and review effectiveness of response.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

communicating strategies with a diverse workforce and client base including strategies of assertiveness, listening, nonverbal communication, language style, problem solving

using problem solving to deal with unexpected issues or attitudes

dealing with difficult situations and people

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

public sector legislation including WHS and environment, regulations, organisational policies, procedures and guidelines relating to conflict in the public sector workplace

types of conflict in the workplace and typical causes

conflict theory including signs, stages, levels, factors involved, results

group processes and roles people play

organisational structures and workplace culture

different social and cultural practices

conflict resolution skills and strategies

personal power and positional power

grievance procedures in the public sector