Unit of competency Outline

Date retreived
23/07/2026 6:52 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Deal with conflict

Deal with conflict

Unit of competency
National Code
PSPGEN098
State Code
ODX22
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
03/04/2022
View on TGA
State Implementation and Classification
Approved Date
08/07/2022
Field of Education
080305 - Personal Management Training
Original Release Date
08/07/2022
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to handle difficult interpersonal situations and address the conflicts that arise in day-to-day work activities. This unit applies to those working in generalist and specialist roles within the public sector. Those undertaking this unit work independently, performing complex tasks in a range of familiar and unfamiliar contexts.The skills in this unit must be applied in accordance with Commonwealth and State or Territory legislation, Australian standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Determine the cause of conflict.
  • 1.1. Identify, clarify and confirm factors and issues relevant to the conflict situation.
  • 1.2. Analyse the conflict situation, including the cause, and establish the position of each party.
  • 1.3. Accept and treat all points of view objectively and with respect.
  • 1.4. Take action to prevent escalation of the conflict in accordance with organisational policies and procedures.
  • 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 to share responsibility for finding a solution.
  • 2.2. Select a strategy for resolution in accordance with organisational policies and procedures.
  • 2.3. Provide assertive feedback and accept constructive feedback in a non-defensive manner.
  • 2.4. Agree on outcomes that meet individual, organisational and legislative requirements.
  • 2.5. Seek assistance where necessary.
3. Evaluate response and outcome.
  • 3.1. Maintain records and reports in accordance with organisational policies and procedures.
  • 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
AWV68 PSPGEN032 Deal with conflict Unit of competency
State Code National Code Title Type
AWL5 CHC44015 Certificate IV in Coordination of volunteer programs Qualification
BHO9 PSP40122 Certificate IV in Government Qualification