Unit of competency Outline

Date retreived
23/07/2026 2:13 AM AWST

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Deal with conflict

Deal with conflict

Unit of competency
National Code
PSPGEN032
State Code
AWV68
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/03/2016
View on TGA
State Implementation and Classification
Approved Date
21/07/2016
Field of Education
120301 - Social And Interpersonal Skills Programmes
Original Release Date
21/07/2016
Nominal Hours
30
Description
This unit describes the skills required to handle difficult interpersonal situations and address the conflicts that may arise in day to day work activities. It includes identifying the cause of conflict, establishing and implementing strategies for dealing with conflict and evaluating the response and outcomes. This unit applies to those working in generalist and specialist roles within the public sector.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.Those undertaking this unit would work independently, performing complex tasks in a range of familiar and unfamiliar contexts.No licensing, legislative or certification requirements apply to unit at the time of publication.
Notes
Elements and Performance Criteria
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.
No information
No information
Replaces
State Code National Code Title Type
C8021 PSPGOV411A Deal with conflict Unit of competency
Replaced By
State Code National Code Title Type
ODX22 PSPGEN098 Deal with conflict Unit of competency