Unit of competency Outline

Date retreived
23/07/2026 11:43 AM AWST

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Lead difficult conversations

Lead difficult conversations

Unit of competency
National Code
BSBCMM412
State Code
OCE38
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
25/01/2022
View on TGA
State Implementation and Classification
Approved Date
16/03/2021
Field of Education
080303 - Human Resource Management
Original Release Date
16/03/2021
Nominal Hours
35
Description
This unit describes the skills and knowledge required to prepare, facilitate and lead difficult conversations. The unit applies to individuals who may work as managers and leaders, and are required to lead difficult conversations in the workplace. They contribute well developed verbal and relationship building skills in having difficult conversations.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Prepare for conversation
  • 1.1 Identify conversational requirements
  • 1.2 Identify, gather and develop materials required for the conversation according to organisational policies and procedures
  • 1.3 Organise the logistics and stakeholders required for the conversation
  • 1.4 Seek feedback from relevant personnel on conversational content
  • 1.5 Review conversational content and make changes according to feedback received
  • 1.6 Select delivery style according to conversational context and stakeholder requirements
2. Facilitate difficult conversation
  • 2.1 Undertake conversation with relevant stakeholders
  • 2.2 Provide opportunity for stakeholder input
  • 2.3 Confirm relevant stakeholders understand conversation and outcomes
  • 2.4 Document relevant points of conversation
  • 2.5 Refer stakeholders to relevant support services, as required
3. Follow up and review conversation
  • 3.1 Evaluate own effectiveness in the conversation
  • 3.2 Seek and respond to feedback from relevant personnel on personal performance
  • 3.3 Identify areas of improvement for undertaking difficult conversations according to feedback received
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