Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
Identify potential conflict situations
Signs and stages of conflict or grievance are recognised
Possible causes of conflict or grievance are identified
Implement conflict resolution strategies
Factors and issues relevant to conflict or grievance are clarified
Strategies for dealing with conflict or grievance are developed
Options for resolving the conflict or grievance are presented that enable constructive responses to be negotiated and established relationships to continue
Strategies are implemented to resolve the source of conflict
Outcomes of the process are monitored to ensure objectives continue to be met
Use effective interpersonal skills
Effective verbal and non-verbal communication is used during negotiations, including body language, questioning, language style, active listening and reflection
Feedback is given assertively and received non-defensively during negotiations
Shared understanding is created through written communications