PSPGEN100 — Manage conflict

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What an assessment for PSPGEN100 must cover

34 assessable components: 3 elements (11 performance criteria), 2 performance evidence and 17 knowledge evidence requirements, plus 4 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Identify and assess conflict situations.

1.1Identify and predict signs, stages and possible causes of conflict.
1.2Clarify factors and issues relevant to conflict.
1.3Explore possible resolutions and compromises using appropriate communication techniques.
1.4Evaluate responses against workplace requirements, legislation policies and procedures.
1.5Develop resolution strategies that include applicable timeframes and the form of reporting to be used.

2 Implement strategies to resolve conflict.

2.1Identify situations requiring assistance and seek support or refer in accordance with organisational policies and procedures.
2.2Implement strategies to address conflict.
2.3Maintain records and reports in accordance with organisational policies and procedures.

3 Monitor conflict situations.

3.1Evaluate effectiveness of the resolution strategies.
3.2Monitor resolution methodology and initiate remedial actions.
3.3Record and use lessons learnt to improve service delivery and organisational policies and procedures.

Performance evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and: • identify the cause of conflict in two of the following scenarios: • conflicts among work colleagues or work teams • conflicts between employees and supervisors • customer complaints
• resolve two conflict situation using strategies which include the following techniques: • assertive and constructive feedback • problem-solving to deal with unexpected issues or attitudes • dealing with difficult situations • questioning, negotiating and problem-solving.

Knowledge evidence

legislation, regulations, policies, procedures and guidelines relating to managing conflict in the workplace and broader organisation
types of conflict in the workplace and typical causes
conflict theories, including signs, stages, levels, factors involved, resolution
group processes and roles people play
organisational theory and workplace behaviour
organisational structures
individual differences that may contribute to conflict situations
conflict resolution skills and strategies including:
negotiation
empathy
questioning
problem-solving
communication to diffuse tension and achieve positive outcomes
use of assertive and constructive feedback
theory of personal power and positional power and its significance in conflict situations
grievance procedures in the public sector
mediation and counselling in the context of conflict management.

Foundation skills

Reading skills to:: select, and interpret diverse and unfamiliar texts relevant to conflict resolution.
Writing skills to:: communicate simple and complex ideas about conflict resolution, matching style of writing to purpose and audience.
Problem-solving skills to:: objectively analyse causes of conflict and recommend remedial and preventative actions.
Teamwork skills to:: establish rapport with internal and external stakeholders; take account of individual differences in implementing strategies.

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

See what you get before you start

Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:

Questions about assessing PSPGEN100

What does an assessment tool for PSPGEN100 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for PSPGEN100 needs to address all 34 unit components: 3 elements with 11 performance criteria, 2 performance evidence requirements, 17 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for PSPGEN100?

Auditori pulls the current release of PSPGEN100 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for PSPGEN100 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing PSPGEN100 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of PSPGEN100, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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