Unit of competency Outline

Date retreived
22/07/2026 1:17 PM AWST

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Deal with conflict

Deal with conflict

Unit of competency
National Code
PSPGOV411A
State Code
C8021
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
3.00
Current Release Date
01/11/2012
View on TGA
State Implementation and Classification
Approved Date
15/07/2014
Field of Education
120301 - Social And Interpersonal Skills Programmes
Original Release Date
15/07/2014
Nominal Hours
30
Description
This unit covers the requirements for handling difficult interpersonal situations and addressing the conflicts that may arise in day-to-day work activities. It includes identifying the cause of conflict, establishing and implementing strategies for dealing with conflict and evaluating the response and outcomes. It does not include formal negotiation, counselling or mediation.In practice, dealing with conflict may overlap with other generalist or specialist public sector work activities such as acting ethically, complying with legislation, applying government processes, gathering and analysing information, using advanced communication strategies, etc. This is one of 4 units of competency in the Working in Government and Human Resource Management Competency Fields that deal with conflict. Related units are:PSPGOV314A Contribute to conflict managementPSPGOV508A Manage conflictPSPHR603B Provide advisory and mediation servicesNo licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Notes
Elements and Performance Criteria
1. Identify the cause of conflict
  • 1.1 The conflict situation, including the cause, is analysed and the position of each party established.
  • 1.2 Steps are taken to prevent the escalation of the conflict, in accordance with organisational procedures.
  • 1.3 All points of view are encouraged, accepted and treated with respect.
  • 1.4 Factors and issues relevant to the situation are identified, clarified and confirmed using appropriate communication techniques.
  • 1.5 Proceedings to settle the dispute/conflict in accordance with legislation, organisational policy and procedures are initiated with minimal delay.
2. Establish and implement strategies for dealing with conflict
  • 2.1 All parties involved in the conflict are encouraged to take shared responsibility for finding a solution to the situation.
  • 2.2 The strategy is selected for resolution, taking account of social andcultural differences and consistency with organisational policies and procedures.
  • 2.3 Assertive feedback is provided to the parties and constructive feedback is accepted from the parties non-defensively.
  • 2.4 Outcomes are agreed that meet individual, organisational and legislative requirements.
  • 2.5 Assistance is obtained where necessary in accordance with organisational policy and procedures.
3. Evaluate response and outcome
  • 3.1 Records and reports are maintained in accordance with legislation, policy and procedures.
  • 3.2 Accurate and constructive observations of incidents are provided in reviewing and debriefing the situation.
  • 3.3 Effectiveness of response is evaluated and reviewed in accordance with organisational policy and procedures.
The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.
Conflict situations may relate to:
conflicts among work colleagues and/or work teams
work areas
employees and supervisors
customer complaints
Causes of conflict may include:
differences of opinion
different ways of working
poor communication
competing needs
cross-cultural issues
racial or religious issues
abuse of power
workplace bullying
customer dissatisfaction
gender issues
inter-generational issues
Communication techniques may include:
verbal and non-verbal language
questioning and listening
cooperative language
appropriate use of emotions, voice and body language
constructive feedback
reflection
summarising
re-phrasing
paraphrasing
presenting options
using language and concepts suited to the occasion and the other party
showing a willingness to compromise
Legislation, policy and procedures may include:
State/Territory or Commonwealth legislation, regulations, organisational policies, procedures and guidelines relating to the management of conflict in the public sector, including equal employment opportunity, equity and diversity, occupational health and safety, privacy, confidentiality, anti-discrimination, harassment
public sector standards
codes of practice
codes of ethics
security standards
Social and cultural differences may include:
beliefs and values
social conventions
family relationships
codes of conduct
cultural observances
cross-cultural issues
verbal and non-verbal language
Assistance may include:
mediators
employee assistance providers
advocates
supervisors/senior staff
colleagues
The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.
Units to be assessed together
Pre-requisite units that must be achieved prior to this unit:Nil
Co-requisite units that must be assessed with this unit:Nil
Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:
PSPETHC401A Uphold and support the values and principles of public service
PSPGOV405B Provide input to change processes
PSPGOV406B Gather and analyse information
PSPGOV408A Value diversity
PSPGOV412A Use advanced workplace communication strategies
PSPGOV417A Identify and treat risks
PSPLEGN401A Encourage compliance with legislation in the public sector
PSPOHS401B Implement workplace safety procedures and programs
Overview of evidence requirements
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
conflict dealt with in a range of (3 or more) contexts (or occasions, over time)
Resources required to carry out assessment
These resources include:
legislation, policy, procedures and protocols relating to conflict management in the public sector
grievance procedures in the public sector
strategies and guidelines for dealing with workplace conflict
case studies and workplace scenarios to capture the range of situations likely to be encountered when dealing with conflict
Where and how to assess evidence
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 dealing with conflict in the workplace, including coping with difficulties, irregularities and breakdowns in routine
conflict dealt with in a range of (3 or more) contexts (or occasions, over time).
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
people with disabilities
people from culturally and linguistically diverse backgrounds
Aboriginal and Torres Strait Islander people
women
young people
older people
people in rural and remote locations.
Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:
case studies
portfolios
questioning
scenarios
simulation or role plays
authenticated evidence from the workplace and/or training courses
For consistency of assessment
Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments
Replaced By
State Code National Code Title Type
AWV68 PSPGEN032 Deal with conflict Unit of competency