Elements and Performance Criteria

Range Statements
The Range Statements provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. The Range Statements relate to the unit as a whole and helps facilitate holistic assessment. In addition, the following variables may be present for this particular unit of competency

RANGE STATEMENT
CATEGORIES
Conflict resolution techniques
[all categories]
approaches to conflict resolution include
withdrawal
smoothing
compromise
forcing
confrontation
problem solving
compromise
majority vote
arbitration
Conflict situations
[all categories]
situations may include
client complaints
conflicts among work colleagues
conflict between clients/participants
Factors related to conflict
[all categories]
factors contributing to conflict may include
opposing attitudes, values, beliefs
individual versus group goals
workload
stress
limited resources
Interpersonal skills
[all categories]
communication
verbal
non-verbal

questioning
listening
paraphrasing
negotiating
feedback

Options for resolution
[all categories]
win - win
win - lose
lose - lose
Workplace environment
[one category]
sectors of the sport and recreation industry
fitness
sport
community recreation
outdoor recreation

Evidence Guide
The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statements

Critical aspects of evidence to be considered
Assessment must confirm sufficient knowledge of typical symptoms and causes of conflict in the work environment and conflict resolution techniques
Assessment of performance should be over the resolution of a minimum of three (3) different conflict situations, covering the prescribed number of categories from the Range Statements
Assessment must confirm the ability to apply this knowledge and appropriate techniques to
identify sources of conflict in the workplace
resolve a range of different conflict situations, using different options for resolution
use suitable communication skills to facilitate effective discussion between all parties and achieve resolution
Interdependent assessment of units
This unit must be assessed after attainment of competency in the following unit(s)
Nil

This unit must be assessed in conjunction with the following unit(s)
Nil

For the purpose of integrated assessment, this unit may be assessed in conjunction with the following unit(s)
Nil
Required knowledge and skills
Required knowledge
Signs and stages of conflict in the workplace
Possible causes/sources of conflict (ideational, status and power, goal conflict)
Functions of conflict (functional and dysfunctional)
Options for constructive responses to typical conflict situations

Required skills
Interpersonal skills
Participation in small informal work groups
Problem solving
Ability to gather, record, and convey information
Resource implications
Physical resources - assessment of this unit of competency requires access to
real or simulated work group situations
access to information relevant to the workplace

Human resources - assessment of this unit of competency will require human resources consistent with those outlined in the Assessment Guidelines. That is, assessors (or persons within the assessment team) must
be competent in this unit but preferably be competent in the unit at the level above
be current in their knowledge and understanding of the industry through provision of evidence of professional activity in the relevant area
have attained the mandatory competency requirements for assessors under the Australian Quality Training Framework (AQTF) as specified in Standard 7.3 of the Standards for Registered Training Organisations
Consistency in performance
Due to issues such as differences in conflict situations, this unit of competency must be assessed over the resolution of a minimum of three (3) different conflict situations, to ensure consistency of performance over the Range Statements and contexts applicable to conflict arising in workplaces
Context for assessment
This unit of competency must be assessed in the context of responding to a conflict issue arising during a sport or recreation activity for a group of clients. For valid and reliable assessment the clients should be real, i.e., not peers, and the sport or recreation activity should be similar to those that occur in the learners work environment. The environment should be safe with the hazards, circumstances and equipment likely to be encountered in a real workplace
Assessment of this unit of competency will usually include observation of processes and procedures, oral and/or written questioning on required knowledge and skills and consideration of required attitudes
Where performance is not directly observed and/or is required to be demonstrated over a "period of time" and/or in a "number of locations", any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons

KEY COMPETENCIES
Collect, Analyse&Organise Information
Communicate Ideas&Information
Plan&Organise Activities
Work with Others&in Teams
Use Mathematical Ideas&Techniques
Solve Problems
Use Technology
2
2
-
2
-
3
-
These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices.
The three levels of performance (1, 2 and 3) denote the level of competency required to perform the task:
Use routine approaches
Select from routine approaches
Establish new approaches
Collecting, analysing and organising information - Collecting information objectively from all stakeholders involved in a conflict situation
Communicating ideas and information - Liaising with all stakeholders and presenting solution-focused ideas
Planning and organising activities - Not applicable
Working with teams and others - Collaboratively working with people and negotiating and consulting for a resolution
Using mathematical ideas and techniques - Not applicable
Solving problems - Resolving conflict and/or preventing conflict from arising in a workplace situation
Using technology - Not applicable
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies.