This unit involves the skills and knowledge required to apply conflict or grievance resolution strategies to resolve issues that may occur in the course of work. It includes identifying potential conflict situations, implementing appropriate conflict resolution strategies and using effective interpersonal 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.