Elements and Performance Criteria

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 in the performance criteria is detailed below. Add any 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.
Conflict or dispute situations may include:
accidents resulting in injury
arguments and disagreements
conflict or disputes between staff and members of the public
destruction of property
ejection of persons
persons suffering from emotional distress or mental illness
persons under the influence of intoxicating substances
persons with criminal intent
refusal to follow directions and guidance
riots and demonstrations
situations affecting the security of self, others or property.
Organisational requirements may be outlined and reflected in:
access and equity principles and practice guidelines
business and performance plans
complaint and dispute resolution procedures
goals, objectives, plans, systems and processes
legal and ethical requirements and codes of practice
mission statements and strategic plans
OHS policies, procedures and programs
policies and procedures in relation to client service

quality and continuous improvement processes and standards
quality assurance and procedure manuals.
Legislative requirements may be outlined and reflected in:
Australian Securities and Investments Commission, Australian Competition and Consumer Commission, and Foreign Investment Review Board requirements
Australian standards
federal and state taxation requirements
consumer protection laws and guidelines
court and tribunal precedents
environmental and zoning laws affecting access security, access and property use
freedom of information
home building requirements
licensing requirements
privacy and confidentiality requirements and laws applying to owners, contractors and tenants
public health
quality assurance and certification requirements
relevant common law
relevant federal, and state or territory legislation and regulations affecting organisational operation, including:
anti-discrimination and diversity
environmental issues
EEO
industrial relations
OHS
relevant industry codes of practice covering the market sector and industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common law
relevant local government policies and regulations
strata, community and company titles
tenancy agreements
trade practices laws and guidelines.
Communication techniques may include:
active listening
clear, legible writing
giving customers full attention
maintaining eye contact
non-verbal communication, including body language and personal presentation
speaking clearly and concisely
using appropriate language and tone of voice
using open and closed questions.
Specialist advice may be sought from:
clients
colleagues
counsellors
emergency personnel
health and safety personnel
legal representatives
members of industry associations
supervisors.
Negotiation techniques should include:
control of tone of voice and body language
demonstrating flexibility and willingness to negotiate
using positive, confident and cooperative language
using clear presentation of options and consequences
using language and concepts appropriate to the people involved
using strategic questioning and listening to gather information and direct the focus of people involved
using summarising of positions and agreements to move understanding.
Social and cultural differences may be expressed in:
beliefs, values and practices
conventions of gender and sexuality
cultural stereotypes
dress
food and diet
religious and spiritual observances
social conventions
traditional practices and observations
verbal and non-verbal language.
Clients may include:
building supervisors
company management
fund managers
fund providers
government and legal instruments or agencies
institutions
insurers
internal and external property groups
owner-occupiers
private investors
property agents
property owners
strata companies
tenants.
Contingency measures may include:
counselling
cultural support
defusing strategies
first aid
intervention
mediation
selecting alternative actions that may require use of force within legal requirements
separation or isolation of source of conflict
special watch
specialists and experts.
Business equipment and technology may include:
computers
data storage devices
email
facsimile machines
internet, extranet and intranet
photocopiers
printers
scanners
software applications, such as databases and word applications.

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Overview of assessment
This unit of competency could be assessed through practical demonstration of using communication techniques to manage and resolve conflict and disputes. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person who demonstrates competency in this unit must be able to provide evidence of:
evaluating resolution process and accurately recording and reporting facts and outcomes
knowledge of organisation's practices, ethical standards and legislative requirements associated with managing and resolving conflict and disputes
negotiating conflict or dispute situations to an effective resolution where possible
using communication techniques to accurately identify causes and incidences of conflict or dispute.
Context of and specific resources for assessment
Resource implications for assessment include:
access to suitable simulated or real opportunities and resources to demonstrate competence
assessment instruments that may include personal planner and assessment record book
access to a registered provider of assessment services.
Where applicable, physical resources should include equipment modified for people with disabilities.
Access must be provided to appropriate learning and/or assessment support when required.
Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.
Validity and sufficiency of evidence require that:
competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace
where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence
all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence
where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time
assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.
In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.