Course Title: Manage conflicts and disputes in the property industry

Part A: Course Overview

Program: C4394 Certificate IV in Strata Community Management

Course Title: Manage conflicts 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.

Flexible Terms

Course Code




Learning Mode

Teaching Period(s)


City Campus


174T School of VE Engineering, Health & Science


VE 2017 (SCM1)

Course Contact: Thierry Demathieu

Course Contact Phone: +61 3 9925 8359

Course Contact Email:

Course Description

This unit of competency specifies the outcomes required to use communication techniques to manage and resolve conflicts 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 supports the work of those involved in using communication techniques to manage and resolve conflicts and disputes in the property industry. It applies to real estate agents, property managers, strata managers, Nationwide House Energy Rating Scheme (NatHERS) assessors, home sustainability assessors and facility managers.

Licensing, legislative, regulatory or certification requirements apply to this unit in some States and Territories. Relevant state and territory regulatory authorities should be consulted to confirm those requirements.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

CPPDSM4056 Manage conflicts and disputes in the property industry


1. Assess conflict or dispute.

2. Negotiate resolution.

3. Evaluate response

Learning Outcomes

On completion of this, course you should be able to:
1. Assess conflict or dispute.
   1.1 Causes of conflict or dispute are identified and response required to prevent escalation is identified and evaluated.
   1.2 Effective communication, observation and active listening skills are applied to elicit and interpret verbal and non-verbal information and ensure an accurate exchange of information.
   1.3 Situations requiring specialist advice are identified and assistance is sought as required.
2. Negotiate resolution.
   2.1 Conflict or dispute is negotiated and resolved constructively using strategies that comply with established organisational procedures.
   2.2 Negotiation techniques are used to maintain positive interaction, and divert and minimise aggressive behaviour.
   2.3 Communication with others is conducted in a courteous manner that reflects sensitivity to individual, social and cultural differences.
   2.4 Contradictions, ambiguity, uncertainty or misunderstandings are identified and clarified.
   2.5 Factors that might impact on the safety or security of clients and colleagues are identified and appropriate responses or contingency measures are formulated and implemented.
3. Evaluate response.
   3.1 Response evaluation findings are organised in a format suitable for analysis.
   3.2 Effectiveness of response is reviewed and evaluated.
   3.3 Incident observations are provided in an accurate, concise and constructive manner when reviewing and debriefing situations.
   3.4 Records and, where required, report of conflict or dispute are prepared using business equipment and technology.
   3.5 Information is securely maintained with due regard to confidentiality, and legislative and organisational requirements.


Overview of Assessment

Assessment may include but not limited to a variety of methods including written short answers, assignments, online quizzes, interactive tasks and multiple choice questions. You will be asked to demonstrate to your teacher/assessor the skills gained during this course to the relevant industry standards. Assessment activities will occur throughout this course and feedback will be provided at regular intervals.