Unit of competency Outline

Date retreived
22/07/2026 5:38 PM AWST

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Apply conflict and grievance resolution strategies

Apply conflict and grievance resolution strategies

Unit of competency
National Code
TLIL0004
State Code
ODP85
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
22/11/2021
View on TGA
State Implementation and Classification
Approved Date
14/03/2022
Field of Education
120301 - Social And Interpersonal Skills Programmes
Original Release Date
14/03/2022
Nominal Hours
35
Description
This unit involves the skills and knowledge required to apply conflict and grievance resolution strategies. It includes identifying potential conflict situations, developing and implementing appropriate conflict resolution strategies and using effective communication skills. Work is performed under minimum supervision with general guidance on progress and outcomes. Work involves discretion and judgement for self and others when managing and resolving conflict or grievances internal and external to the workplace.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Identify potential conflict situations
  • 1.1 Signs and stages of conflict or grievance are recognised
  • 1.2 Possible causes of conflict or grievance are identified
  • 1.3 Factors and issues relevant to conflict or grievance are clarified
  • 1.4 Conversations are facilitated to support the identification of issues and potential solutions
2 Develop and implement conflict resolution strategies
  • 2.1 Strategies for dealing with conflict or grievance are developed
  • 2.2 Options for resolving the conflict or grievance are presented to relevant stakeholders to enable constructive responses to be negotiated and established relationships to continue
  • 2.3 Agreed strategies are recorded
  • 2.4 Strategies are implemented to resolve the source of conflict
  • 2.5 Outcomes of the process are monitored to ensure objectives continue to be met
3 Use effective communication skills
  • 3.1 Effective verbal and non-verbal communication are used during negotiations, including body language, questioning, language style, active listening and reflection
  • 3.2 Feedback is given assertively and received non-defensively during negotiations recognising cultural preferences in the workplace, including modes of behaviour and interactions with others
  • 3.3 Shared understanding is created throughout the conflict or grievance resolution processes via facilitated conversations and written communications
No information
No information
Replaces
State Code National Code Title Type
AVI66 TLIL4005 Apply conflict/grievance resolution strategies Unit of competency