Unit of competency Outline

Date retreived
23/07/2026 1:24 PM AWST

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Negotiate to achieve goals and manage disputes

Negotiate to achieve goals and manage disputes

Unit of competency
National Code
FNSORG601A
State Code
D4270
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
24/11/2010
View on TGA
State Implementation and Classification
Approved Date
31/07/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
31/07/2014
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to set and gain agreement to organisational goals and effectively manage disputes with stakeholders to achieve the best outcome.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Establish the needs of the parties
  • 1.1. Desires, needs, requirements and outcomes of all parties are identified and established through open and professional communication strategies
  • 1.2. Potential issues and problems as well as successful outcomes for the organisation and the client are identified and documented
  • 1.3. Strategies and options for achieving outcomes are identified, analysed and discussed with relevant parties
  • 1.4. Risks and contingency strategies are identified and evaluated
  • 1.5. Information, facts and issues relevant to the situation are established, and where required, expert advice from third parties or other professionals is sought prior to negotiations
2. Negotiate to achieve an agreed outcome
  • 2.1. Strategies and options to achieve goals and complete processes are agreed to and professionally communicated to the relevant parties
  • 2.2. Strategies and options are reviewed for compliance with contractual, legislative, regulatory and professional requirements, and are in accordance with the organisation policies and procedures
  • 2.3. Agreement by all parties is sought, confirmed and properly documented
3. Identify and document causes of disputes
  • 3.1. Issues or disputes are promptly identified and analysed and the position of the relevant parties are established
  • 3.2. The confidence of other parties is established through open and professional communication and through respect and empathy for other viewpoints and positions
  • 3.3. Disputes and issues are promptly and accurately documented and verified with all other relevant parties
4. Implement and manage strategies to resolve disputes
  • 4.1. Strategies and options which are most likely to achieve favourable outcomes for all relevant parties are identified, evaluated and implemented
  • 4.2. Proceedings to settle the dispute are implemented promptly and are in accordance with legislative, regulatory, professional and the organisation's requirements
  • 4.3. The dispute is managed to optimise the likelihood of a favourable outcome for all parties in line with the organisation's policies and goals
  • 4.4. Procedures to resolve dispute are in accordance with the organisation's policies and procedures and with legislative, regulatory and professional requirements
  • 4.5. Accurate, thorough and accessible records of all aspects of the dispute documented for follow-up and future reference
  • 4.6. Relevant parties are contacted to identify any follow-up action required to ensure client satisfaction
RANGE STATEMENT
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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Risks apply to both the client and the organisation and may include:
business, professional, personal reputation
financial or economic
legal, regulatory or licensing

personal.
Contingency strategies may include:
ceasing services
declining service
delaying the initiation of action or service
referral to other professionals or third parties
requesting further information or evidence.
Negotiations may:
deal with a range of matters, including contentious issues or problems in the course of a transaction prior to settlement with suggestions on both practical and legal options for resolution
Organisation policy and procedures may include:
clerical and administrative procedures
client management practices and principles
disputes and complaints resolution procedures
financial and IT systems
management and supervisory practices
professional codes of practice
professional development requirements.
Documentation may include:
documents dealing with real or personal property
electronic documents or messages
electronic funds management transaction statements
interview records
legal, government, professional and other documents
meeting notes
minutes
official/general/other correspondence
records of telephone conversations
reference to all instructions, evidence and information gathered or considered
reports, correspondence or advice from other professionals or third parties
the basis on which decisions were determined
time sheets.
EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
apply high level communication, interpersonal and negotiation skills to achieve rapport and emphasise with others
manage relationships to achieve goals and results
use sound conflict resolution skills and strategies
interpret and comply with relevant legislation, regulations and professional codes of practice.

Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to organisational polices and procedures documentation.

Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
observing processes and procedures in workplaces or role plays
verbal or written questioning on underpinning knowledge and skills
setting and reviewing business simulations or scenarios
accessing and validating third party reports.

Guidance information for assessment
Replaces
State Code National Code Title Type
C9781 FNSICORG603B Negotiate to achieve goals and manage disputes Unit of competency
Replaced By
State Code National Code Title Type
AUS45 FNSORG601 Negotiate to achieve goals and manage disputes Unit of competency