1 Evaluate the suitability of different methods of conflict management in different situations

ML17 Manage conflict within a team

Unit aim

The aim of this unit is to provide learners with an understanding of the principles of conflict

management. It is also to provide learners with an ability to reduce the potential for conflict

within a team and to deal with any conflict that may arise.

Learning outcomes

There are three outcomes to this unit. The learner will:

1. Understand the principles of conflict management

2. Be able to reduce the potential for conflict within a team

3. Be able to deal with conflict within a team

Outcome 1 Understand the principles of conflict management

The learner can:

1 evaluate the suitability of different methods of conflict management in different situations

2 describe the personal skills needed to deal with conflict between other people

3 analyse the potential consequences of unresolved conflict within a team

4 explain the role of external arbitration and conciliation in conflict resolution

Outcome 2 Be able to reduce the potential for conflict within a team

The learner can:

1 communicate to team members their roles, responsibilities, objectives and expected

standards of behaviour

2 explain to team members the constraints under which other colleagues work

3 review systems, processes, situations and structures that are likely to give rise to

conflict in line with organisational procedures

4 take action to minimise the potential for conflict within the limits of their own authority

5 explain how team members’ personalities and cultural backgrounds may give rise to

conflict

Outcome 3 Be able to deal with conflict within a team

The learner can:

1 assess the seriousness of conflict and its potential impact

2 treat everyone involved with impartiality and sensitivity

3 decide a course of action that offers optimum benefits

4 explain the importance of engaging team members’ support for the agreed actions

5 communicate the actions to be taken to those who may be affected by it

6 adhere to organisational policies and procedures, legal and ethical requirements when

dealing with conflict within a team


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