1.1 Evaluate the suitability of different methods of conflict management in different situations

Learning Outcomes Assessment Criteria The learner will: The learner can:

1. Understand the principles of conflict management

• Evaluate the suitability of different methods of conflict management in different situations
• Describe the personal skills needed to deal with conflict between other people
• Analyse the potential consequences of unresolved conflict within a team
• Explain the role of external arbitration and conciliation in conflict resolution

2. Be able to reduce the potential for conflict within a team

• Communicate to team members their roles, responsibilities, objectives and expected standards of behaviour
• Explain to team members the constraints under which other colleagues work
• Review systems, processes, situations and structures that are likely to give rise to conflict in line with organisational procedures
• Take action to minimise the potential for conflict within the limits of their own authority
• Explain how team members’ personalities and cultural backgrounds may give rise to conflict

3. Be able to deal with conflict within a team

• Assess the seriousness of conflict and its potential impact
• Treat everyone involved with impartiality and sensitivity
• Decide a course of action that offers optimum benefits
• Explain the importance of engaging team members’ support for the agreed actions
• Communicate the actions to be taken to those who may be affected by it
• Adhere to organisational policies and procedures, legal and ethical requirements when dealing with conflict within a team