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Elements and Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify conflict situations.
1.1.Identify potential for conflict and take swift and tactful action to prevent escalation.
1.2.Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
1.3.Identify and use resources to assist in managing conflict.
2. Resolve conflict.
2.1.Establish and agree on the nature and details of conflict with all parties and assess impact.
2.2.Manage conflict within scope of own role and responsibilities, and according to organisational procedures.
2.3.Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
2.4.Identify and evaluate impact of conflict on business reputation and legal liability.
2.5.Evaluate options to resolve the conflict, taking into account organisational policies and constraints.
2.6.Implement the best solution and complete required reports.
3. Evaluate conflict resolution.
3.1.Communicate with parties involved to seek and provide feedback on conflict and its resolution.
3.2.Evaluate and reflect on the conflict and effectiveness of the solution.
3.3.Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.