Learning Outcomes Assessment Criteria The learner will: The learner can:
1. Understand the principles of conflict management
1.1 Evaluate the suitability of different methods of conflict management in different situations
1.2 Describe the personal skills needed to deal with conflict between other people
1.3 Analyse the potential consequences of unresolved conflict within a team
1.4 Explain the role of external arbitration and conciliation in conflict resolution
2. Be able to reduce the potential for conflict within a team
2.1 Communicate to team members their roles, responsibilities, objectives and expected standards of behaviour
2.2 Explain to team members the constraints under which other colleagues work
2.3 Review systems, processes, situations and structures that are likely to give rise to conflict in line with organisational procedures
2.4 Take action to minimise the potential for conflict within the limits of their own authority
2.5 Explain how team members’ personalities and cultural backgrounds may give rise to conflict
3. Be able to deal with conflict within a team
3.1 Assess the seriousness of conflict and its potential impact
3.2 Treat everyone involved with impartiality and sensitivity
3.3 Decide a course of action that offers optimum benefits
3.4 Explain the importance of engaging team members’ support for the agreed actions
3.5 Communicate the actions to be taken to those who may be affected by it
3.6 Adhere to organisational policies and procedures, legal and ethical requirements when dealing with conflict within a team