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PSPGEN100 Manage conflict

PSPGEN100 Manage conflict

No matter how well-intentioned, every community group faces conflict from time to time. The church is not different.  Conflict is not the issue; management is the issue.  Conflict management skills are not quickly developed. To this end, Vision International College utilises and Christianises BSBATSIL503 Manage conflict.

This unit describes the skills and knowledge required to manage conflict within an organisation,  a church or a community between the organisations and the community. It applies to individuals who contribute their skills and knowledge to monitoring and guiding the activities of organisations in situations where there may be a conflict between individuals or groups.

This unit focuses on effectively managing conflict within the realm of Christian ministry. It provides guidance on the desired outcomes, skills, and knowledge needed to handle conflicts that may arise in this context. The unit is designed for individuals in various roles within the public sector, particularly generalist and specialist positions. It acknowledges that conflicts can occur in familiar or unfamiliar situations, and individuals undertaking this unit are expected to independently resolve complex conflicts.

Logo RTF AQFWhen dealing with conflict in Christian ministry, it is important to align actions with relevant legislation, such as Commonwealth and State or Territory laws, as well as Australian standards and industry codes of practice. Adhering to these legal and ethical frameworks ensures that conflicts are addressed in a fair and respectful manner. By participating in this unit, individuals in Christian ministry acquire the skills necessary to effectively manage conflicts that may arise in their work. This includes developing strategies for conflict resolution, actively listening, communicating effectively, and promoting reconciliation.

By applying these skills and knowledge, individuals can navigate conflicts in a way that aligns with Christian principles and promotes the well-being of all parties involved. Ultimately, this unit highlights the significance of managing conflict within the context of Christian ministry. By equipping individuals with the necessary skills and knowledge, they can approach conflicts with empathy, understanding, and a commitment to reconciliation. This fosters an atmosphere of peace, unity, and growth within Christian communities

Performance Criteria

Identify and assess conflict situations.
• Identify and predict signs, stages and possible causes of conflict.
• Clarify factors and issues relevant to conflict.
• Explore possible resolutions and compromises using appropriate communication techniques.
• Evaluate responses against workplace requirements, legislation policies and procedures.
• Develop resolution strategies that include applicable timeframes and the form of reporting to be used.
Implement strategies to resolve conflict.
• Identify situations requiring assistance and seek support or refer in accordance with organisational policies and procedures.
• Implement strategies to address conflict.
• Maintain records and reports in accordance with organisational policies and procedures.
• Monitor conflict situations.
Evaluate effectiveness of the resolution strategies.
• Monitor resolution methodology and initiate remedial actions.
• Record and use lessons learnt to improve service delivery and organisational policies and procedures.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
1. identify the cause of conflict in two of the following scenarios:
• conflicts among work colleagues or work teams
• conflicts between employees and supervisors
• customer complaints
2. resolve two conflict situation using strategies which include the following techniques:
• assertive and constructive feedback
• problem-solving to deal with unexpected issues or attitudes
• dealing with difficult situations
• questioning, negotiating and problem-solving.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
1. legislation, regulations, policies, procedures and guidelines relating to managing conflict in the workplace and broader organisation
2. types of conflict in the workplace and typical causes
3. conflict theories, including signs, stages, levels, factors involved, resolution
4. group processes and roles people play
5. organisational theory and workplace behaviour
6. organisational structures
7. individual differences that may contribute to conflict situations
8. conflict resolution skills and strategies including:
• negotiation
• empathy
• questioning
• problem-solving
• communication to diffuse tension and achieve positive outcomes
• use of assertive and constructive feedback
9. theory of personal power and positional power and its significance in conflict situations
10. grievance procedures in the public sector
11. mediation and counselling in the context of conflict management.

Assessment Condition

Skills must be demonstrated in the workplace or in a simulated environment that reflects workplace conditions.
Assessment must ensure access to:
• legislation, regulations, policies, procedures and guidelines relating to managing conflict in the workplace and broader organisation
• public sector and organisational grievance procedures
• resources and equipment of the working environment.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.


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