Unit of competency Outline

Date retreived
23/07/2026 1:07 PM AWST

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Contribute to conflict management

Contribute to conflict management

Unit of competency
National Code
PSPGOV314A
State Code
C8010
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
3.00
Current Release Date
01/11/2012
View on TGA
State Implementation and Classification
Approved Date
30/10/2014
Field of Education
120301 - Social And Interpersonal Skills Programmes
Original Release Date
30/10/2014
Nominal Hours
20
Description
This unit covers the requirement to contribute to conflict management in the workplace between self and others, such as staff or clients. It includes recognising the presence of conflict, dealing with emotions, overcoming barriers to communication, gathering the facts, agreeing on and implementing action. It does not include managing conflict between two other parties, formal negotiation, counselling or conducting mediation.In practice, contributing to conflict management may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, working effectively, working with diversity, using workplace communication strategies, etc. This is one of 4 units of competency in the Working in Government and Human Resource Management Competency Fields that deal with conflict. Related units are:PSPGOV411A Deal with conflictPSPGOV508A Manage conflictPSPHR603B Provide advisory and mediation servicesNo licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Notes
Elements and Performance Criteria
1. Recognise the presence of conflict
  • 1.1 Conflict situations and/or the potential for conflict are recognised and confirmed.
  • 1.2 The signs, stages and causes of conflict are identified.
  • 1.3 Conflict situations are avoided where appropriate, and assistance sought when necessary.
  • 1.4 Records of actual/potential conflict are completed in accordance with organisational policy and procedures.
2. Deal with emotions
  • 2.1 Own behaviour and feelings about the situation are reflected on.
  • 2.2 Own emotions are recognised and managed.
  • 2.3 The other party's emotions are acknowledged and dealt with in a manner that prevents escalation.
3. Overcome barriers to communication
  • 3.1 Barriers to effective communication are identified.
  • 3.2 Factors and issues relevant to the situation are identified, clarified and confirmed using appropriate communication techniques.
  • 3.3 Third party support is sought if necessary in accordance with legislation, policy and procedures.
  • 3.4 Social and cultural differences are taken into account in the communication style and approach taken.
4. Gather the facts
  • 4.1 The other party is encouraged to relate the facts as they see them.
  • 4.2 Information from the other party, as well as emotions or behaviour, is assessed.
  • 4.3 Facts from own point of view are shared with the other party objectively .
  • 4.4 Additional information is gathered and included where possible, to ensure all perspectives are considered.
5. Agree on and implement action
  • 5.1 Strategies to solve the problem/issue are determined in consultation with the other party.
  • 5.2 Where necessary, approval on agreed strategies is obtained in accordance with organisational policy and procedures, and strategies are implemented.
  • 5.3 Progress is monitored with other party to confirm the effectiveness of the agreed action.
  • 5.4 Records and reports are completed in accordance with legislation, organisational policy and procedures.
  • 5.5 Where agreement cannot be reached on strategies for resolution, the problem/issue is referred in accordance with organisational policy and procedures.
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.
Conflict situations may relate to:
conflicts with work colleagues
refusals to follow directions/guidance
customer complaints/dissatisfaction
disagreements with members of the public
bystander behaviour
drug or alcohol affected persons
persons suffering emotional distress
Causes of conflict may include:
personality clashes
poor communication
competing needs
cross-cultural issues
abuse of power
workplace bullying
customer dissatisfaction
gender issues
inter-generational issues
Conflict solutions may include:
unsafe situations
escalating situations
situations presenting physical danger
situations beyond one's level of expertise or comfort zone
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, organisational policies, procedures and guidelines relating to the conflict management in the public sector, including equal employment opportunity, diversity, anti-discrimination, harassment, occupational health and safety, privacy, confidentiality, freedom of information
public sector standards
codes of practice
codes of ethics
security standards
Social and cultural differences may include:
beliefs and values
social conventions
family relationships
codes of conduct
cultural observances
verbal and non-verbal language
Strategies may include:
a partnership approach
working cooperatively on solving the problem
third party assistance
mediation
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:
PSPETHC301B Uphold the values and principles of public service
PSPGOV301B Work effectively in the organisation
PSPGOV302B Contribute to workgroup activities
PSPGOV308B Work effectively with diversity
PSPGOV312A Use workplace communication strategies
PSPLEGN301B Comply with legislation in the public sector
PSPOHS301A Contribute to 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
contribution to conflict management in a range of (3 or more) contexts (or occasions, over time)
Resources required to carry out assessment
These resources include:
legislation, policy, procedures and protocols relating to the public sector
grievance procedures in the public sector
strategies and guidelines for dealing with workplace conflict
case studies and workplace scenarios to capture the range of situations likely to be encountered when contributing to conflict management
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 contributing to conflict management, including coping with difficulties, irregularities and breakdowns in routine
contribution to conflict management 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
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
Replaced By
State Code National Code Title Type
AWV81 PSPGEN021 Contribute to conflict management Unit of competency