Course Title: Manage conflicts and disputes in the property industry

Part B: Course Detail

Teaching Period: VE 2017

Class Number: 1617

Class Section: SCM1

Course Code: BUSM8762C

Course Title: Manage conflicts and disputes in the property industry

School: 174T School of VE Engineering, Health & Science

Campus: City Campus

Program: C4394 - Certificate IV in Strata Community Management

Course Contact: Mimma Luppino

Course Contact Phone: +61 3 9925 4979

Course Contact Email: mimma.luppino@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

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.

Pre-requisites and Co-requisites

NIL

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.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CPPDSM4056 Manage conflicts and disputes in the property industry

Element:

1. Assess conflict or dispute.

Performance Criteria:

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.

Element:

2. Negotiate resolution.

Performance Criteria:

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.

Element:

3. Evaluate response

Performance Criteria:

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.


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.

 


Details of Learning Activities

Students will be accessing online materials and resources.

The program area is designed with interactivity utilizing drop down information through online presentations. This information is packaged within videos and text.

 

The learning material is accessed via Blackboard (RMIT Learning Management System or LMS).

 

Interaction with other students is encouraged through Google Communities to engage with other students and facilitate their learning.

Online support and feedback is provided by educators via both Blackboard and Google communities to assist in learning activities


Teaching Schedule

Students are expected to engage in online learning at their own pace within the 12 month delivery period of the program.

The program area is structured to provide sequential learning. Please see the assessment matrix below.

 


Learning Resources

Prescribed Texts


References


Other Resources


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.


Assessment Tasks

This unit of competency is part of an integrated program. You must demonstrate Performance and Knowledge evidence of the unit in order to be deemed competent.

Assessment methods have been designed to measure achievement of each competency over a range of assessment tasks.

The assessment methods may include:

  • multiple choice
  • online quizzes
  • short answer questions
  • written tasks
  • assignments
  • case studies
  • workplace evidence

 

Feedback will be provided to you throughout the program through Blackboard and/or Google communities.

All assessment tasks must be submitted within the given time frame to avoid timing out.

You are expected to prepare all assignments and other written work in a professional manner. More information on general academic study and writing skills can be found on the “Learning Lab” http://emedia.rmit.edu.au/learninglab/ (http://emedia.rmit.edu.au/learninglab/). All work submitted for assessment must be submitted electronically.


Assessment Matrix

The assessment mapping demonstrates alignment of assessment tasks with the elements and performance criteria as stipulated in the unit of competency. The assessment matrix is available on BlackBoard with links to the Assessment task sheet(ATS).

 

 

Assessment Code

Assessment Name

Elements

Performance Criteria

4CR56MC1

Causes of conflict

1

1.1, 1.3

4CR56SA1

Communication & Negotiation Techniques

1 & 2

1.2, 2.1, 2.2, 2.3, 2.4, 2.5

4CR56MC3

Dispute meeting records

3

3.1, 3.2, 3.3, 3.4, 3.5

Course Overview: Access Course Overview