Elements and Performance Criteria

Assessment will require demonstration in the workplace contexts of:
conflict within a custodial setting (controlled environment);
conflict in the general community and in public locations;
conflict influenced by both known and unknown factors;
conflict involving people from different cultures and social values.

Assessment will require demonstration of negotiation techniques which include:
using strategic questioning and listening to gather information and direct the focus of people involved;
use of positive, confident and cooperative language;
control of tone of voice and body language;
using language and concepts pitched at the level of the people involved;
using clear presentations of options and consequences;
demonstrating flexibility and willingness to meet half-way;
using summarising of positions and agreements to move understanding.

Assessment will require stress management strategies such as:
formal personal and organisational debriefing;
informal exploration of incidents with team members and supporters;
counselling;
time off;
review of practice and resources;
conscious use of personal recreational activities.

Assessment of this unit will be based on evidence drawn from a combination of:
Knowledge testing and simulation exercises conducted in a training program or in the work environment;
Knowledge testing through questioning on performance and contingency scenarios;
Observation of performance in routine workplace activities;
Documentation and products produced as part of routine work activities;
Observation and documentation from specially conducted assignments based on routine or anticipated work requirements;
Observations from supervisors, colleagues and clients.

Key Evidence Requirements
Assessment in this unit will be based on evidence of the following outcomes:
accurate interpretation of and compliance with legal and procedural requirements (KC Information);
selection of conflict management responses within specified legal and strategic limits (KC Problem solving);
selection of conflict response options which are most effective for the objective;
use of a wide range of communication techniques to reduce the level of threat or conflict (KC Communication);
use of communication to give clear, accurate and concise information;
identification of current and potential risk factors and their impact on the incident/situation;
review of conflict management strategies and adjustments made according to changing circumstances (KC Planning and organising);
cooperating with team members and specialist units (KC Teamwork);
using security and response equipment (KC Technology).

Knowledge
Assessment in this unit requires the applicant to demonstrate the following knowledge, directly and through the integration of knowledge with performance:
legislative requirements covering use of force, duty of care, use of restraint, use of arrest, use of defensive weapons;
organisation's policies and procedures covering conflict response, use of weapons, use of restraint, incident management, chain of command, recording and reporting;
principles of effective communication and use of interpersonal techniques, especially under pressure and to achieve agreement;
principles of problem solving;
team roles and responsibilities, delegations, chain of command, accountability;
use of security equipment;
principles of cooperative team work.