Course Title: Deal with conflict

Part A: Course Overview

Program: C4386 Certificate IV in Tertiary Preparation

Course Title: Deal with conflict

Portfolio: Vocational Education

Nominal Hours: 30

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.

Important Information:

Please note that this course may have compulsory in-person attendance requirements for some teaching activities.  

To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption.  

Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT:  

Please read the Student website for additional requirements of in-person attendance:  


Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance.  



Course Code




Learning Mode

Teaching Period(s)


City Campus


650T Vocational Business Education

Face-to-Face or Internet

Term1 2018,
Term2 2018,
Term1 2019,
Term2 2019,
Term1 2020,
Term2 2020

Course Contact: Ms Vicki Mesiti

Course Contact Phone: +61 3 9925 5425

Course Contact Email:

Course Description

This unit describes the skills required to handle difficult interpersonal situations and address the conflicts that may arise in day to day work activities. It includes identifying the cause of conflict, establishing and implementing strategies for dealing with conflict and evaluating the response and outcomes. 
This unit applies to those working in generalist and specialist roles within the public sector.
The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.
Those undertaking this unit would work independently, performing complex tasks in a range of familiar and unfamiliar contexts.
No licensing, legislative or certification requirements apply to unit at the time of publication.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

PSPGEN032 Deal with conflict


1. Identify the cause of conflict

2. Establish and implement strategies for dealing with conflict

3. Evaluate response and outcome

Learning Outcomes

At successful completion of this course you should be able to:
•        Apply a range of communication techniques, both generic and written, relevant to resolving conflict for a range of organisations while managing their legal and compliance requirements. •        Evaluate the effect of a range of legal problems and determine appropriate responses for organisations through relevant conflict management strategies. •        Develop reasoned viewpoints, draw conclusions, and make recommendations after interpreting, analysing, and evaluating legal issues to resolve conflict.

Overview of Assessment

In order to achieve competency in this unit, you must provide:

Performance Evidence
To demonstrate evidence of competency in this unit you must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified you must demonstrate evidence of performance of the following on at least one occasion:
• communicating strategies with a diverse workforce and client base including strategies of assertiveness, listening, non verbal communication, language style, problem solving • using problem solving to deal with unexpected issues or attitudes • dealing with difficult situations and people.
Knowledge Evidence
To demonstrate evidence of competency in this unit you must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified your depth of knowledge demonstrated must be appropriate to the job context including: 
• public sector legislation including WHS and environment, regulations, organisational policies, procedures and guidelines relating to conflict in the public sector workplace • types of conflict in the workplace and typical causes • conflict theory including signs, stages, levels, factors involved, results • group processes and roles people play • organisational structures and workplace culture • different social and cultural practices • conflict resolution skills and strategies • personal power and positional power • grievance procedures in the public sector.
Assessment Conditions
The assessment strategy must verify assessment requirements and practical application using more than one of the following assessment methods:
• written and/or oral assessment of the learners required knowledge • documented observation of the learners implementation of appropriate requirements, procedures and techniques for the safe, effective, and efficient achievement of required outcomes • consistent achievement of required outcomes • first hand testimonial evidence of the learners working with others to understand and complete the performance evidence assessment requirements.
Feedback will be provided throughout the semester in class and/or online discussions. You are encouraged to ask and answer questions during class time and online sessions to obtain feedback on your understanding of the concepts and issues being discussed. You can also email or arrange an appointment with your teacher to gain further feedback on your progress. 
You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.