Elements and Performance Criteria

The Range of Variables explains the range of contexts within which the performance and knowledge requirements of this unit may be assessed. The scope of variables chosen in training and assessment may depend on the work contexts.

What are some examples of dispute or conflict situations?
Animals off leash in an on-leash area, wandering at large, excessive barking, aggressive behaviour, animal attack and animal welfare situations.

What are some examples of the parties that may be involved?
Animal owner, non-animal owner, observer / witness and victim of aggressive animal behaviour (e.g. an attack).

What legislative requirements must be followed?
Federal and state or territory legislation and regulations, standards, codes of practice and local laws for animal control and regulation services and other associated legislative constraints.

What are possible resolutions to a dispute or conflict?
Keeping animals on leash, off leash in an off-leash area, higher fences, muzzle to stop barking, etc.

What negotiation techniques could be used?
Strategic questioning and listening to gather information and direct the focus of people involved; positive, confident and cooperative language; control of tone of voice and body language; language and concepts appropriate to the people involved; clear presentations of options and consequences; demonstrating flexibility and willingness to compromise; summarising positions of agreements to move towards understanding.

What effective communication techniques could be used?
Verbal and non-verbal communication, two-way interaction, constructive feedback, active listening, reflection and summarising.

What are some of the social and cultural differences that should be taken into account in dispute or conflict resolution?
Verbal and non-verbal communication, beliefs and values, religious or spiritual observances, relationships or family structures, social conventions, and codes of conduct.

What are the critical aspects of evidence required for this unit of competency as a whole?
The critical requirements that are valuable for this unit of competency as a whole are listed below.

Assessment must confirm one's ability to:

identify a dispute / conflict situation, its cause and the parties involved
analyse the dispute / conflict and act to resolve it through negotiation and mediation
communicate effectively with parties involved, using both verbal and non-verbal techniques
comply with legislative requirements.

What specific knowledge is needed to achieve the performance criteria?

Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this unit of competency are listed below and include:

relevant legislation
organisational policies and procedures
principles of negotiation and conflict resolution
principles of cooperative teamwork
principles of cultural awareness
human behaviour and body language.

What specific skills are needed to achieve the performance criteria?

To achieve the performance criteria, some complementary skills are required. These skills include:

ability to use negotiation techniques to resolve dispute or conflict situations
ability to analyse dispute or conflict situations
ability to use effective communication techniques to resolve dispute or conflict situations and to ensure third parties understand the information received
interpersonal skills to communicate, relate to and negotiate with a wide range of internal and external stakeholders from a wide range of social and cultural backgrounds
literacy skills to read, interpret and apply relevant legislation and regulations
literacy and information technology skills to record and report information regarding the situation
oral communication skills / language competence to fulfil the job role including negotiation, questioning techniques, active listening, asking for clarification, acknowledging and responding to a range of views
problem-solving skills to resolve the dispute / conflict situations.

What are the specific resource implications for this unit of competency?
For valid assessment, one
an appropriate workplace or an environment that reproduces normal work conditions
equipment and resources normally used in the workplace
a conflict situation regarding an animal, involving two or more human parties.

What considerations should there be for consistency in performance?
To ensure consistency in one's performance, competency should be demonstrated on more than one occasion over a period of time in order to cover a variety of circumstances, cases and responsibilities, and where possible, over a number of assessment activities.
The skills and knowledge required to

What considerations should there be for context of assessment?
Assessment for this unit of competency is to be largely practical in nature and will be most appropriately assessed in an animal control and regulation workplace or in a situation that reproduces normal work conditions.
There must be access in either situation to the appropriate equipment and / or resources to enable one to demonstrate competency.

Are there other units of competency that could be assessed with this one?
This unit of competency

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number in brackets indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process and 3 = perform, administer and design the process.
Communicating ideas and information
Through discussion with third parties about the dispute / conflict situation. (2)

Collecting analysing and organising information
Through observing the body language of third parties and using effective communication techniques. (2)

Planning and organising activities
By scheduling dispute resolution meetings. (2)

Working with others and in teams
By working with other team members on solutions and exchanging ideas and information. (2)

Using mathematical ideas and techniques
By coordinating meetings and following strict timelines. (1)

Solving problems
By negotiating a resolution that is agreeable to all parties. (2)

Using technology
By recording and reporting the situation and resolution. (2)