Taking swift action to avoid the escalation of conflictRemaining positive despite failed attempts to deal with conflictIdentify the respective needs of each party and be prepared to compromiseQuestion and listen to people when they address the reasons for conflictRefusing to engage in gossip and talkbehind people’s backsResponsibility might be assumed in the following ways:Approaching the staff members or customers who are causing conflictGiving reasons why their behaviour or actions are considered unreasonable and asking them to make changesOffering your assistance Assuming control of the situation and exerting a physical presenceReferring to other staff members when necessaryType of observation/evidence:What did the learner do?When did s/he do it? Over what period of time?How did s/he do it?What was the outcome?Other relevant comments/evidence:HA_SITXCOM005_Learner Workbook V2.0_7/12/2017
P a g e | 796.Take responsibility for seeking a solutionto conflict within scope of own role and responsibilities, seeking assistance where requiredIt is important to spend some time considering any issues that are raised before attempting to establish resolutions. The learners should listen carefully and give a summary of any statements that are made. There should be an opportunity to discuss the key issues in depth. A variety of possible solutions should be outlined in easily understandable terms. It will be necessary to establish mutual agreement before any issues can be dealt with. Learners should attempt to deal with one issue at a time when attempting to resolve workplace conflicts. It is advisable to begin with relatively minor problems before progressing to the discussion of potentially complex and significant matters. They might encourage the respective parties to take part in a brainstorming session for the identification of possible solutions. However, it is important not to make anyjudgements or definite decisions during the initial stages of conflict resolution. It will be necessary to decide which criteria to use when evaluating the proposed solutions. The learners should create an action plan and ensure that each of the parties are in agreement.They may seek the following types of assistance:MediationEmployee assistanceAdvocacySupervision/guidance by senior staffmembersColleague support Type of observation/evidence:What did the learner do?When did s/he do it? Over what period of time?How did s/he do it?What was the outcome?Other relevant comments/evidence:HA_SITXCOM005_Learner Workbook V2.0_7/12/2017
P a g e | 807.Identify and evaluate impact of conflict on business reputation and legal liabilityLearners should be aware that the approach to conflict management may have a significant bearing on the reputation of their businesses. If your efforts prove effective then the reputation of the business is likely to improve. However, the unsuccessful management of conflict may have a variety of negative effects.
You've reached the end of your free preview.
Want to read all 94 pages?
Unit of Competence, Billy Ramadas, Jutinut Chaisak