Unit of competency Outline
Date retreived
22/07/2026 5:01 AM AWST
22/07/2026 5:01 AM AWST
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Manage conflict at work
Manage conflict at work
Unit of competency
National Code
MSMSUP280
MSMSUP280
State Code
AWC25
AWC25
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
04/05/2016
Field of Education
120301 - Social And Interpersonal Skills Programmes
Original Release Date
04/05/2016
Nominal Hours
20
Description
This unit of competency covers the skills and knowledge required to manage conflict in a range of personal conflict situations.This unit of competency applies to personnel who are required to liaise and cooperate with other members of the team and to work towards finding common ground and opportunities for problem resolution. It applies to any interactions in the workplace, including interactions between co-workers, between staff and customer/client, and between staff and supervisor.This unit of competency applies to an individual working alone or as part of a team/work group and working in liaison with other shift team members and the control room operator, as appropriate.This unit of competency applies to all work environments and sectors within the industry.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Identify potential sources of conflict
- 1.1 Identify actions which are likely to promote a reaction in others
- 1.2 Assess the other person’s needs and/or concerns
- 1.3 Assess own ability to respond to the other person’s needs
- 1.4 Recognise possible causes of conflict
- 1.5 Identify potential conflict situations
2 Identify range of alternative approaches
- 2.1 Discuss with the other person their needs and concerns
- 2.2 Identify own needs and concerns and discuss with other person
- 2.3 Identify possible approaches through which the needs and concerns of both may be met
- 2.4 Develop a range of alternative approaches for achieving goals
3 Resolve conflicts
- 3.1 Identify areas of common ground or objectives that can be mutually supported
- 3.2 Agree on an approach which will meet the majority of objectives for both parties
- 3.3 Implement the approach
- 3.4 Check that the agreed requirements are being met and that conflict has been resolved
4 Respond to problems
- 4.1 Identify possible problems in the conflict management process
- 4.2 Determine problems needing action
- 4.3 Determine possible causes
- 4.4 Rectify problem using appropriate solution within area of responsibility
- 4.5 Follow through items initiated until final resolution has occurred
- 4.6 Report problems outside area of responsibility to designated person
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| W8292 | MSAPMSUP280A | Manage conflict at work | Unit of competency |