1 Identify potential conflict situations Signs and stages of conflict or grievance are recognised

Unit Sector

Not applicable.

Elements and Performance Criteria

ELEMENT S 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

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

2 

Implement conflict resolution strategies 

2.1

Factors and issues relevant to conflict or grievance are clarified

2.2

Strategies for dealing with conflict or grievance are developed

2.3

Options for resolving the conflict or grievance are presented that enable constructive responses to be negotiated and established relationships to continue

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 interpersonal skills 

3.1

Effective verbal and non-verbal communication is 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

3.3

Shared understanding is created through written communications


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