Unit of competency Outline

Date retreived
22/07/2026 2:56 PM AWST

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Contribute to conflict management

Contribute to conflict management

Unit of competency
National Code
PSPGEN021
State Code
AWV81
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/03/2016
View on TGA
State Implementation and Classification
Approved Date
21/07/2016
Field of Education
120301 - Social And Interpersonal Skills Programmes
Original Release Date
21/07/2016
Nominal Hours
20
Description
This unit describes the skills required to contribute to conflict management. It includes recognising the presence of conflict, dealing with emotions, overcoming barriers to communication, gathering facts, agreeing upon and implementing action.This unit applies to those working in a role where they may be required to deal with conflict in the workplace.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.Those undertaking this unit would generally work independently, performing complex tasks in a range of familiar and unfamiliar contexts.No licensing, legislative or certification requirements apply to unit at the time of publication.
Notes
Elements and Performance Criteria
1. Recognise the presence of conflict
  • 1.1 Recognise and acknowledge conflict situations and/or the potential for conflict.
  • 1.2 Avoid conflict situations where possible, seek assistance when necessary.
  • 1.3 Record actual and/or potential conflict.
2. Deal with emotions
  • 2.1 Reflect on own behaviour and feelings about the situation.
  • 2.2 Recognise and manage own emotions.
  • 2.3 Acknowledge and deal with other parties' emotions in a manner that prevents escalation.
3. Overcome barriers to communication
  • 3.1 Identify barriers to effective communication.
  • 3.2 Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.
  • 3.3 Take into account social and cultural differences in communication style and approach.
4. Gather the facts
  • 4.1 Encourage the other party to describe the facts as they see them.
  • 4.2 Assess information from the other party, considering emotions or behaviour.
  • 4.3 Share facts objectively from own point of view with the other party.
  • 4.4 Gather and include additional information, to ensure all perspectives are considered.
5. Agree on and implement action
  • 5.1 Determine strategies to resolve the problem in consultation with the other party.
  • 5.2 Obtain approval where necessary on agreed strategies and implement.
  • 5.3 Monitor progress to confirm the effectiveness of the agreed action, complete records and reports.
  • 5.4 Refer, where agreement cannot be reached, on strategies for resolution.
No information
No information
Replaces
State Code National Code Title Type
C8010 PSPGOV314A Contribute to conflict management Unit of competency
Replaced By
State Code National Code Title Type
ODX24 PSPGEN097 Contribute to conflict management Unit of competency