PSPGEN097 — Contribute to conflict management

1 Acknowledge the presence of conflict.

• 1.1Recognise actual and potential conflict situations.
• 1.2Refer situations outside the scope of own job role in accordance with organisational policies and procedures.
• 1.3Record actual and potential conflict situations.

2 Deal with emotions.

• 2.1Reflect on own behaviour and feelings about the situation.
• 2.2Recognise and manage own emotions.
• 2.3Acknowledge and address the other parties’ emotions in a manner that prevents escalation.

3 Address barriers to communication.

• 3.1Identify barriers to effective communication.
• 3.2Use appropriate communication techniques to identify, clarify and confirm factors and issues relevant to the situation, seeking third party support if necessary.
• 3.3Take into account individual differences in communication style and approach.

4 Gather the facts.

• 4.1Encourage the other party to describe the facts as they see them.
• 4.2Assess information from the other party, considering emotions or behaviour.
• 4.3Share facts objectively from own point of view with the other party.
• 4.4Gather and include additional information, to ensure all perspectives are considered.

5 Agree on and implement action.

• 5.1Determine strategies to resolve the problem in consultation with the other party.
• 5.2Obtain approval where necessary on agreed strategies and implement.
• 5.3Refer, where agreement cannot be reached, on strategies for resolution.
• 5.4Monitor progress to confirm that the agreed action is effective.
• 5.5Complete records and reports in accordance with organisational policies and procedures.

What does an assessment tool for PSPGEN097 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for PSPGEN097 needs to address all 42 unit components: 5 elements with 18 performance criteria, 6 performance evidence requirements, 16 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for PSPGEN097?

Auditori pulls the current release of PSPGEN097 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for PSPGEN097 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing PSPGEN097 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of PSPGEN097, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.