Unit of competency Outline

Date retreived
22/07/2026 1:09 PM AWST

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Contribute to conflict management

Contribute to conflict management

Unit of competency
National Code
PSPGEN097
State Code
ODX24
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
03/04/2022
View on TGA
State Implementation and Classification
Approved Date
08/07/2022
Field of Education
080305 - Personal Management Training
Original Release Date
08/07/2022
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to contribute to conflict management in the workplace between self and others. This unit applies to those working in a role where they may be required to deal with conflict in the workplace. Those undertaking this unit work independently, performing complex tasks in a range of familiar and unfamiliar contexts.The skills in this unit must be applied in accordance with Commonwealth and State or Territory legislation, Australian standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Acknowledge the presence of conflict.
  • 1.1. Recognise actual and potential conflict situations.
  • 1.2. Refer situations outside the scope of own job role in accordance with organisational policies and procedures.
  • 1.3. Record actual and potential conflict situations.
2. Deal with emotions.
  • 2.1. Reflect on own behaviour and feelings about the situation.
  • 2.2. Recognise and manage own emotions.
  • 2.3. Acknowledge and address the other parties’ emotions in a manner that prevents escalation.
3. Address barriers to communication.
  • 3.1. Identify barriers to effective communication.
  • 3.2. Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.
  • 3.3. Take into account individual differences in communication style and approach.
4. Gather the facts.
  • 4.1. Encourage the other party to describe the facts as they see them.
  • 4.2. Assess information from the other party, considering emotions or behaviour.
  • 4.3. Share facts objectively from own point of view with the other party.
  • 4.4. Gather and include additional information, to ensure all perspectives are considered.
5. Agree on and implement action.
  • 5.1. Determine strategies to resolve the problem in consultation with the other party.
  • 5.2. Obtain approval where necessary on agreed strategies and implement.
  • 5.3. Refer, where agreement cannot be reached, on strategies for resolution.
  • 5.4. Monitor progress to confirm that the agreed action is effective.
  • 5.5. Complete records and reports in accordance with organisational policies and procedures.
No information
No information
Replaces
State Code National Code Title Type
AWV81 PSPGEN021 Contribute to conflict management Unit of competency
State Code National Code Title Type
BHP1 PSP30122 Certificate III in Government Qualification