Elements and Performance Criteria

The application of this unit will depend on the work roles and responsibilities and the nature and requirements of the work environment.
Client may be individuals or groups

Communication strategies will include examples from the following:
Use of positive assertive language
Non verbal gestures
Constructive questioning/listening
Tone of voice
Awareness of cultural values and sensitivity
Defusing verbal aggression
Negotiating agreements

Individual and group behaviour will include a significant selection of examples from:
Changing behaviour patterns
Personal friction
Expressions of anxiety and high level concern
Serious and chronic complaints
Provocative/threatening behaviour
Intent to harm self
Intent to harm others
Forceful refusal to cooperate
Abusive language
Apathy, loss of interest, withdrawal
Rejection of family, friends, support networks
Threatened suicide
Irrational behaviour
Hyperactivity/depression
Racism and bullying behaviour
Behaviour consistent with mental health conditions
Behaviour consistent with developmental issues

Referrals/support will include at least four examples from different support:
Social/welfare worker
Psychologists
Culturally identified support workers
Medical
Drug and alcohol services
Behaviour management programs
Mental Health Teams
Registered Nurses
Counsellors
Supervisor
Religious/spiritual advisers
Program coordinator
Case manager
Aboriginal, Torres Strait Islander Liaison
Welfare organisations
Legal advisers
Family
Personal and community support networks
Emergency/incident response

Reports will include work relevant selection from:
Incident reports
Case notes
Special reports
Inquiries
Reports required by or used by courts and judicial processes

Assessment in the workplace will take account of the unpredictable and variable nature of the circumstances applying in this unit and indirect and supplementary records in individual log books or reflection may be more appropriate than observation. Evidence must include observation in the workplace and performance in a simulated environment.
Critical aspects of evidence:

This unit requires evidence of the following:

Knowledge and applications of organisations policies and procedures related to conflict and critical incidents
Checking the accuracy of information from different sources
Identification of the causes of aggression/violence
Use of a range of conflict management strategies
Applying communication and negotiation skills under pressure

Essential knowledge and skills:

To demonstrate competence in this unit applicants will show that they know:

The organisation's policies, guidelines and procedures relating to responses to behaviour, safety and security, delegations, duty of care
Principles of effective communication for conflict management
Defusing and negotiation strategies
Specific statutory requirements related to treatment of clients with special needs and requiring special support
Reporting procedures and practice, internal and external
Support and referral services and specialists
Principles of responding to human behaviour relating to violence, aggression and suicide
Principal cultural practices and customs of the client population and their impact on behaviour in the particular environment

Resource implications:
Assessment of this competency will require human resources consistent with those outlined in the Assessment Guidelines

Consistency in performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment
Consistency in performance should consider the work environment, worker's role and responsibilities in the workplace

Context for assessment:
Competency must be demonstrated in a real work environment
In cases where the learner does not have the opportunity to cover all categories of the Range Statement in the work environment, the remainder should be assessed through realistic simulations, projects, previous relevant experience or oral questioning on "What if?" scenarios
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on Essential knowledge and skills and consideration of required attitudes
Where performance is not directly observed and/or is required to be demonstrated over a "period of time" and/or in a "number of locations", any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons