CPPDSM4056A – Manage Conflict and Disputes in Property Industry


Added on  2020-07-22

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Professional DevelopmentNutrition and WellnessLaw
CPPDSM4056AManage conflict anddisputes in the propertyindustryAssessmentReal Estate TrainingSolutions
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CPPDSM4056A Manage conflict and disputes in the property industry © Real Estate Training Solutions P/L V4_12132CopyrightThe information in this booklet is copyright to Real Estate Training Solutions and may notbe used or reproduced in whole or in part without the prior written consent of RealEstate Training Solutions.DisclaimerWhile every effort has been made to ensure that the information contained in this productis free from errors and omissions and is not misleading in any way, Real EstateTraining Solutions makes no representations or warranties and is not liable for any lossor damage or injury of any kind (however caused) under any theory of law includingnegligence resulting from or in any way connected with the use of this product. RETSdoes not assume any legal liability, whether direct or indirect, for the accuracy,comprehensiveness or usefulness of any information, or the reliance on thisinformation.
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CPPDSM4056A Manage conflict and disputes in the property industry AssessmentsCompleting your assessmentsYou will find as follows the assessments you will need to complete for thisunit of competence. You will need to complete all of the assessments. To complete the assessments you can do either of the following:1)Type your answers directly into the document and print off and signeach page, then post to RETSor2)Print off and hand write the answers, sign each page, then post to RETSYOU MUST COMPLETE AND HAND IN THIS ENTIRE DOCUMENT. If we do not receive the entire completed work book it will be sentback unmarked.YOU MUST WRITE YOUR NAME, SIGN AND DATE EACH PAGE OFYOUR ASSESSMENT Sending in AssessmentsAll written assessments and evidence must be legible. When you arecompleting your assessments and collecting your evidence keep in mindthe elements and performance criteria– you will find these at the front ofthe Learners Guide. Your assessor will be assessing you against all of thesethings. If you need more information on assessment go to your ‘StudentAssessment Information Booklet’ which is in your traineeship kit,alternatively speak to your assessor.Ensure that all necessary parts of the Assessment Cover Sheet are signed.You will see these are indicated with an’. You will need to have yourworkplace supervisor also sign the necessary sections.Remember: if you are posting your assessments and evidence always keep a copy or scan of all of your work. RETS is not responsible for any material that is lost in the post or does not reach our office.
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CPPDSM4056A Manage conflict and disputes in the property industry
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CPPDSM4056A Manage conflict and disputes in the property industry About the UnitCPPDSM4056A – Manage conflict and disputes in the property industryELEMENTPERFORMANCE CRITERIAElements describe the essentialoutcomes of a unit of competency.Performance criteria describe the required performanceneeded to demonstrate achievement of the element. Wherebold italicised text is used, further information is detailedin the required skills and knowledge and/or the rangestatement. Assessment of performance is to be consistentwith the evidence guide.1Assess conflict or dispute.1.1Conflict or dispute is identified and responses areevaluated according to organisational and legislativerequirements.1.2Causes of conflict or dispute are recognised and appropriateresponses to prevent escalation are identified according toorganisational procedures.1.3Effective observation and active listening skills are used toelicit and interpret verbal and non-verbal information.1.4Effective communication techniques are used to ensurean accurate exchange of information.1.5Situations requiring specialist advice are identified andassistance is sought as required according to organisationalrequirements.2Negotiate resolution.2.1Conflict or dispute is negotiated and resolved constructivelyusing strategies that comply with established organisationalprocedures.2.2Negotiation techniques are used to maintain positiveinteraction, and divert and minimise aggressive behaviour.2.3Communication with others is conducted in a courteousmanner that reflects sensitivity to individual, social andcultural differencesaccording to organisationalrequirements.2.4Contradictions, ambiguity, uncertainty or misunderstandingsare identified and clarified according to organisationalprocedures.2.5Factors that might impact on the safety or security ofclients and colleagues are identified and appropriateresponses or contingency measures are formulated andimplemented.3Evaluate response.3.1Effectiveness of response is evaluated and reviewedaccording to legislative and organisational requirements.3.2Response evaluation findings are organised in a formatsuitable for analysis according to organisationalrequirements.3.3Incident observations are provided in an accurate, conciseand constructive manner when reviewing and debriefingsituations.3.4Business equipment and technology are used toprepare records and reports according to applicable OHS,legislative and organisational requirements.3.5Information is securely maintained with due regard toconfidentiality, and legislative and organisationalrequirements.
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CPPDSM4056A Manage conflict and disputes in the property industry Range StatementThe range statement relates to the unit of competency as a whole. It allows for differentwork environments and situations that may affect performance. Bold italicised wording inthe performance criteria is detailed below. Add any essential operating conditions that maybe present with training and assessment depending on the work situation, needs of thecandidate, accessibility of the item, and local industry and regional contexts.
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CPPDSM4056A Manage conflict and disputes in the property industry Conflict or dispute situations mayinclude:accidents resulting in injuryarguments and disagreementsconflict or disputes between staff andmembers of the publicdestruction of propertyejection of personspersons suffering from emotionaldistress or mental illnesspersons under the influence ofintoxicating substancespersons with criminal intentrefusal to follow directions andguidanceriots and demonstrationssituations affecting the security of self,others or property.Organisational requirements may beoutlined and reflected in:access and equity principles andpractice guidelinesbusiness and performance planscomplaint and dispute resolutionproceduresgoals, objectives, plans, systems andprocesseslegal and ethical requirements andcodes of practicemission statements and strategic plansOHS policies, procedures and programspolicies and procedures in relation toclient service•quality and continuous improvementprocesses and standardsquality assurance and proceduremanuals.Legislative requirements may beoutlined and reflected in:Australian Securities and InvestmentsCommission, Australian Competition andConsumer Commission, and ForeignInvestment Review Board requirementsAustralian standardsfederal and state taxation requirementsconsumer protection laws andguidelinescourt and tribunal precedentsenvironmental and zoning lawsaffecting access security, access andproperty usefreedom of informationhome building requirementslicensing requirementsprivacy and confidentialityrequirements and laws applying toowners, contractors and tenantspublic healthquality assurance and certificationrequirementsrelevant common lawrelevant federal, and state or territorylegislation and regulations affectingorganisational operation, including:anti-discrimination and diversityenvironmental issuesEEOindustrial relationsOHSrelevant industry codes of practicecovering the market sector and industry,financialtransactions,taxation,environment, construction, land use,native title, zoning, utilities use (water,gas and electricity), and contract orcommon lawrelevant local government policies andregulationsstrata, community and company titlestenancy agreementstrade practices laws and guidelines.Communication techniques mayinclude:active listeningclear, legible writinggiving customers full attentionmaintaining eye contactnon-verbal communication, includingbody language and personal presentationspeaking clearly and conciselyusing appropriate language and tone ofvoiceusing open and closed questions.Specialist advice may be sought from:clientscolleaguescounsellorsemergency personnelhealth and safety personnellegal representativesmembers of industry associationssupervisors.Negotiation techniques shouldinclude:control of tone of voice and bodylanguagedemonstrating flexibility andwillingness to negotiateusing positive, confident andcooperative languageusing clear presentation of options andconsequencesusing language and conceptsappropriate to thepeople involved
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CPPDSM4056A Manage conflict and disputes in the property industry using strategic questioning andlistening to gatherinformation and direct the focus ofpeople involvedusing summarising of positions andagreements tomove understanding.Social and cultural differences maybe expressed in:beliefs, values and practicesconventions of gender and sexualitycultural stereotypes dressfood and dietreligious and spiritual observancessocial conventionstraditional practices and observationsverbal and non-verbal language.Clients may include: building supervisorscompany managementfund managersfund providersgovernment and legal instruments oragenciesinstitutionsinsurersinternal and external property groupsowner–occupiersprivate investorsproperty agentsproperty ownersstrata companiestenants.Contingency measures may include:counsellingcultural supportdefusing strategiesfirst aidinterventionmediationselecting alternative actions that mayrequire use of force within legalrequirementsseparation or isolation of source ofconflictspecial watchspecialists and experts.Business equipment and technologymay include:computersdata storage devicesemailfacsimile machinesinternet, extranet and intranetphotocopiersprintersscannerssoftware applications, such asdatabases and word applications..s
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