Elements and Performance Criteria

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.
Causes of conflict may include:
differences of opinion
different ways of working
poor communication
competing needs
cross-cultural issues
abuse of power
workplace bullying
customer dissatisfaction
gender issues
inter-generational issues
Conflict situations/events may include:
work pressures
organisational restructures
conflicts/incidents among work colleagues
refusals to follow directions/guidance
customer complaints/dissatisfaction
disagreements between members of the public
bystander behaviour, for example when policing compliance or dealing with service difficulties
drug or alcohol affected persons
persons suffering emotional distress
Communication techniques may include:
verbal and non-verbal language
questioning and listening
cooperative language
control of emotions, voice and body language
constructive feedback
reflection
summarising
re-phrasing
paraphrasing
presenting options
using language and concepts suited to the occasion and the other party
showing a willingness to compromise
Legislation, policies and procedures may include:
State/Territory or Commonwealth legislation, regulations and organisational policies, procedures and guidelines relating to conflict management in the public sector, including equal employment opportunity, equity diversity, occupational health and safety, privacy, confidentiality, anti-discrimination, harassment, dispute resolution
public sector standards
codes of practice
codes of ethics
code of conduct
security standards
Resolution strategies may include:
relocation
changed procedures
office re-organisation
change in reporting lines
change in behaviour
disciplinary action.
Social and cultural differences may include:
beliefs and values
social conventions
family relationships
cultural observances
verbal and non-verbal language
Support may include:
mediators
counsellors
interpreters
human resources staff
grievance officers
team leaders
managers
Conflict management strategies may include:
mediation
counselling
assertiveness training
time out
reflective listening
mapping the conflict
seeking win/win outcome
workable compromise
confrontational coaching/mentoring

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.
Units to be assessed together
Pre-requisite units that must be achieved prior to this unit:Nil
Co-requisite units that must be assessed with this unit:Nil
Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:
PSPETHC501B Promote the values and ethos of public service
PSPGOV504B Undertake research and analysis
PSPGOV505A Promote diversity
PSPGOV507A Undertake negotiations
PSPGOV511A Provide leadership
PSPGOV512A Use complex workplace communication strategies
PSPGOV514A Facilitate change
PSPLEGN501B Promote compliance with legislation in the public sector
PSPOHS501A Monitor and maintain workplace safety
Overview of evidence requirements
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
the knowledge requirements of this unit
the skill requirements of this unit
application of Employability Skills as they relate to this unit
management of conflict in a range of (3 or more) contexts (or occasions, over time)
Resources required to carry out assessment
These resources include:
public sector legislation, and organisational policy, procedures and protocols relating to conflict management
public sector and organisational grievance procedures
strategies and guidelines for dealing with workplace conflict
case studies and workplace scenarios to capture the range of situations likely to be encountered when managing conflict
Where and how to assess evidence
Valid assessment of this unit requires:
a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when managing conflict, including coping with difficulties, irregularities and breakdowns in routine
management of conflict in a range of (3 or more) contexts (or occasions, over time).
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
people with disabilities
people from culturally and linguistically diverse backgrounds
Aboriginal and Torres Strait Islander people
women
young people
older people
people in rural and remote locations.
Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:
case studies
observation
portfolios
questioning
scenarios
simulation or role plays
authenticated evidence from the workplace and/or training courses
For consistency of assessment
Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments