Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.
Conflict situations may include:
persons with criminal intent
persons under the influence of intoxicating substances
refusals to follow directions and guidance
conflicts between offenders or members of the public
ejection of persons
situations affecting the security of self, others or property
persons suffering from emotional distress or mental illness
bystander behaviour
accidents resulting in injury
riots and demonstrations
destruction of property
hostile gatherings of large numbers of people.
Legal requirements and organisational procedures may include:
Commonwealth and State/Territory legislative requirements
use of force guidelines
duty of care, code of conduct and code of ethics
use of restraint and defensive weapons
rules for searching
control of intoxicated persons
policies and procedures relating to own role, responsibility and delegation
business and performance plans, including organisational goals and objectives
access and equity policy, principles and practice
records and information systems and processes
communication channels and reporting procedures
emergency and evacuation procedures.
Negotiation techniques may include:
using calm, confident and assertive language
controlling tone of voice and body language
using strategic questioning and listening to gather information and direct the focus of people involved
demonstrating flexibility and willingness to negotiate
using language and concepts appropriate to the people involved
distracting and changing focus
using clear presentation of options and consequences.
Communication techniques may include:
verbal and non-verbal language
two-way interaction
constructive feedback
active listening
interpreting and assessing actions for risk
observation techniques
use of positive, confident and cooperative language
use of language and concepts appropriate to cultural differences.
Social and cultural differences may include:
language
traditional practices and observations
beliefs, values and practices
food and diet
dress
religious and spiritual observances
social conventions
cultural stereotypes
conventions of gender and sexuality.
Records and reports may include:
incident reports
security logs and journals
running sheets
task allocation sheets
records of conversation
electronic and paper-based information
radio and telephone records.
Stress management techniques may include:
critical incident debriefing
informal exploration of incidents with team members and supporters
counselling
review of practices and resources.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Overview of assessment
Assessment of this unit can be applied using a combination of training outcomes and performance in the workplace, with the principal evidence developed through performance in routine work functions in the workplace. Where this unit specified performance in areas with unpredictable and high risk implications, assessment in simulations should be used as well as retrospective documentation and observation of performance working with high risk offenders.
Evidence needs to be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and/or apply the principles in a different situation or change of environment.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
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
ability to manage conflict through negotiation in a range of (two or more) contexts or occasions, over time.
Context of and specific resources for assessment
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 through negotiation, including coping with difficulties, irregularities and breakdowns in routine
copies of legislation, policies, procedures and guidelines relating to use of force and management of conflict
access to appropriate learning and assessment support when required.
Method of assessment
Evidence must include observation and information generated in the workplace as well as observation of performance in routine work functions or, where this is not possible, in a simulated exercise to confirm the transferability of the competencies.
The following assessment methods are suggested:
observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations
written and/or oral questioning to assess knowledge and understanding
completion of workplace documents and reports produced as part of routine work activities
third-party reports from experienced practitioners
completion of performance feedback from supervisors and colleagues
scenarios
simulations or role plays.
Guidance information for assessment
Assessment methods should reflect workplace demands, and any identified special needs of the candidate, including language and literacy implications and cultural factors that may affect responses to the questions.
In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.