PSPGEN098 — Deal with conflict

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What an assessment for PSPGEN098 must cover

28 assessable components: 3 elements (13 performance criteria), 2 performance evidence and 10 knowledge evidence requirements, plus 3 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Determine the cause of conflict.

1.1Identify, clarify and confirm factors and issues relevant to the conflict situation.
1.2Analyse the conflict situation, including the cause, and establish the position of each party.
1.3Accept and treat all points of view objectively and with respect.
1.4Take action to prevent escalation of the conflict in accordance with organisational policies and procedures.
1.5Initiate proceedings to settle the conflict with minimal delay.

2 Establish and implement strategies for dealing with conflict.

2.1Encourage all parties involved to share responsibility for finding a solution.
2.2Select a strategy for resolution in accordance with organisational policies and procedures.
2.3Provide assertive feedback and accept constructive feedback in a non-defensive manner.
2.4Agree on outcomes that meet individual, organisational and legislative requirements.
2.5Seek assistance where necessary.

3 Evaluate response and outcome.

3.1Maintain records and reports in accordance with organisational policies and procedures.
3.2Provide accurate and constructive observations of incidents in reviewing and debriefing the situation.
3.3Evaluate and review effectiveness of response.

Performance evidence

identify the cause of conflict, and suggest strategies to resolve the conflict, in two of the following scenarios: conflicts among work colleagues or work teams; conflicts between employees and supervisors; customer complaints
problem-solve to deal with unexpected issues or attitudes.

Knowledge evidence

legislation, regulations, policies, procedures and guidelines relating to managing conflict in the workplace
types of conflict in the workplace and typical causes
conflict theory, including signs, stages, levels, factors involved, results
conflict resolution skills and strategies
group processes and roles people play
organisational structures and workplace culture
individual differences that may contribute to conflict situations
theory of personal power and positional power and its significance in conflict situations
grievance procedures in the public sector
assistance and referral support available: mediators; employee assistance providers; advocates; supervisors and senior staff; colleagues

Foundation skills

Writing skills: prepare written reports and records of issues, options and actions requiring accuracy and formal language structures.
Problem solving skills: use analytical techniques to identify issues and generate possible solutions, seeking input from others to propose solutions; draw on diverse perspectives of others to gain insights into causes of conflict and potential solutions.
Teamwork skills: collaborate with others to achieve joint outcomes, playing an active role in facilitating effective group interaction, influencing direction and taking a leadership role on occasion.

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

See what you get before you start

Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:

Questions about assessing PSPGEN098

What does an assessment tool for PSPGEN098 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for PSPGEN098 needs to address all 28 unit components: 3 elements with 13 performance criteria, 2 performance evidence requirements, 10 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 PSPGEN098?

Auditori pulls the current release of PSPGEN098 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 PSPGEN098 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing PSPGEN098 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 PSPGEN098, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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