Unit of competency Outline

Date retreived
22/07/2026 8:18 AM AWST

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Manage conflict situations in a regulatory environment

Manage conflict situations in a regulatory environment

Unit of competency
National Code
LGAREG003
State Code
ODA04
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
10/02/2021
View on TGA
State Implementation and Classification
Approved Date
02/07/2021
Field of Education
080313 - Public And Health Care Administration
Original Release Date
02/07/2021
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to resolve disputes and conflict situations that may arise when working in regulatory work roles.This unit applies to individuals who work in local government and other regulatory environments.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. Identify the conflict situation.
  • 1.1. Identify and define the conflict, and record details according to organisational policies and procedures.
  • 1.2. Anticipate causes of conflict and harmful behaviour and implement responses to prevent escalation.
  • 1.3. Identify parties involved in the conflict.
  • 1.4. Identify and analyse the issues of the conflict.
  • 1.5. Instigate proceedings to settle the conflict with minimal delay.
  • 1.6. Identify situations requiring assistance and request support promptly.
2. Negotiate resolution.
  • 2.1. Address conflict constructively applying strategies to resolve conflict according to organisational policies and procedures.
  • 2.2. Use negotiation techniques to maintain positive interaction and to divert and minimise aggressive behaviour.
  • 2.3. Use communication techniques to ensure third parties understand the information received.
  • 2.4. Recognise social and cultural differences and take into account when choosing a negotiation approach.
  • 2.5. Request assistance for situations that cannot be resolved through negotiation and mutual resolution.
  • 2.6. Keep accurate, complete and accessible records of the situation and resolution.
3. Evaluate response.
  • 3.1. Evaluate the effectiveness of the response and review.
  • 3.2. Document the evaluation according to organisational policies and procedures.
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State Code National Code Title Type
BGO7 LGA50120 Diploma of Local Government Qualification
BGO1 LGA40120 Certificate IV in Local Government Qualification