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.
Causes of conflict may include:
refusal to follow directions and guidance
dissatisfaction of client with council service or information
disagreement between members of the public
disagreement between members of the organisation
ejection of persons
persons suffering from emotional distress
bystander behaviour
Legal requirements may include:
relevant state and commonwealth legislation
decisions of relevant tribunals
roles and responsibilities
terms and conditions of employment
Negotiation techniques may include:
strategic questioning and listening to gather information and direct the focus of the people involved
positive, confident and cooperative language
control of tone of voice and body language
using language and concepts appropriate to the people involved
using clear presentations of options and consequences
demonstrating flexibility and willingness to compromise
summarising positions and agreements made to confirm understanding between the negotiating parties
Communication techniques may include:
verbal and non-verbal language
two-way interaction
constructive feedback
active listening
reflection and summarising
Social and cultural differences may include:
verbal and non-verbal language
beliefs and values
religious or spiritual observances
relationships and family structures
social conventions
codes of conduct

Overview of assessment requirements
A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated.
Critical aspects of evidence to be considered
The demonstrated ability to:
interpret accurately and comply with legal and procedural requirements
identify typical symptoms and causes of conflict in the workplace and ways of resolving conflict situations
select conflict resolution strategies that are most effective for the objective
use negotiation techniques to defuse and resolve conflict
use communication techniques to give clear and accurate information in a form that is preferred and understood by the receiver
Context of assessment
Competency is demonstrated by performance of all stated criteria, with particular attention to the critical aspects of evidence and the knowledge and skills elaborated in the Evidence Guide, and within the scope of the Range Statement.
Assessment must take account of the endorsed Assessment Guidelines in the Local Government Training Package.
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment.
Assessment should reinforce the integration of the key competencies for the particular AQF level. Refer to the key competency levels at the end of this unit.
Relationship to other units(prerequisite or co-requisite units)
To enable holistic assessment this unit may be assessed with other units that form part of the job role.
Method of assessment
The following assessment methods are suggested:
observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies
written and/or oral questioning to assess knowledge and understanding
completion of workplace documentation
third-party reports from experienced practitioners
completion of self-paced learning materials including personal reflection and feedback from trainer, coach or supervisor
Evidence required for demonstration of consistent performance
Evidence should be collected over a set period of time that is sufficient to include dealings with an appropriate range and variety of formal and informal situations, involving different types of problems and clients.
Resource implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace.