Course Title: Manage conflict and disputes in the property industry

Part A: Course Overview

Program: C4233 Certificate IV in Property Services (Operations)

Course Title: Manage conflict and disputes in the property industry

Portfolio: SEH Portfolio Office

Nominal Hours: 20

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Course Code




Learning Mode

Teaching Period(s)

Course Contact: Tony Skinner

Course Contact Phone: +61 3 9925 4444

Course Contact Email:

Course Description

This unit of competency specifies the outcomes required to use communication techniques to manage and resolve conflict and disputes in the property industry. It requires the ability to assess conflict or dispute situations, accurately receive and relay information, adapt interpersonal styles and techniques to varying social and cultural environments, and evaluate responses. The unit may form part of the licensing requirements for persons working in the property industry, including in the real estate, business broking, stock and station agency and property operations and development sectors, in those States and Territories where these are regulated activities.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

CPPDSM4056A Manage conflict and disputes in the property industry


1. Assess conflict or dispute.

2. Negotiate resolution.

3. Evaluate response.

Learning Outcomes

Overview of Assessment

Assessment may incorporate a variety of methods including written/oral activities and demonstration of practical skills to the relevant industry standards. Participants are advised that they are likely to be asked to personally demonstrate their assessment activities to their teacher/assessor. Feedback will be provided throughout the course.