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, 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.
Triggers for disputes may include:
appeals, grievances and complaints that have escalated and remain unresolved
industrial disputes
interpersonal or team conflict
misunderstandings about expectations or contractual requirements
Key stakeholders may include:
management
partners
staff associations and other work-based groups
staff from other sites or locations
unions
Research into models and systems for mediation may include:
Australian Standards
benchmarking exercises
dispute sources and characteristics
internet searches
psychological associations and professional bodies
resolution techniques
textbooks and journals
training programs
Parameters for a mediation system may include:
code of conduct for mediation
logistics for mediation, including time limits on process, locations used, duration of sessions
number of mediators required within the organisation
privacy and confidentiality provisions
proformas for use in mediation process
rationale for engaging mediation process
recording and reporting requirements
separate discussions with disputing parties and group discussion
Verifying positions of parties to dispute may involve:
empathic consideration of personal or historical issues that may not relate to the specific dispute, but that may set the scene for it and need to be addressed in order to resolve the specific dispute
expert advice from third parties or other professionals as required
independent verification of claims made by non-involved parties
other action in line with mediation guidelines
research into facts about events, transactions or other information presented
Boundaries of allowable options refers to:
any existing policies, procedures and processes that place limits on the options that may be formulated in the dispute resolution process
Communication techniques may include:
active and involved listening, reframing, summarising, reflecting, clarifying, paraphrasing, problem-solving and option-generated listening
techniques to suit the particular flow of the discussions and in response to issues presented, to focus discussions on possible solutions
Currency of knowledge and skill base may be maintained through:
attendance at workshops or in-service activities
participation in formal and informal networking activities of mediators
undertaking formal training programs

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 following is essential:
guidelines for mediation which have been developed, disseminated, monitored and reviewed OR a critical evaluation of existing guidelines detailing the strengths and weaknesses of the approach
effective techniques in mediation of workplace issues
knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment
Assessment must ensure:
records of mediation within privacy and confidentiality provisions
access to feedback from parties involved in mediation within privacy and confidentiality provisions.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
analysis of responses to case studies and scenarios
analysis of validated mediation guidelines and refinement of these guidelines as necessary
assessment of written reports on mediation
demonstration of techniques in mediation
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
oral or written questioning to assess knowledge of mediation models
review of documentation outlining agreements and the process for circulating these documents
review of documentation outlining models and systems for mediation, and parameters for a mediation system
review of research into the history of disputes and dispute resolution within the organisation.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other units from the Diploma of Human Resource Management.