CPPDSM4056A – Manage Conflict and Disputes in Property Industry
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Added on 2020-07-22
CPPDSM4056A – Manage Conflict and Disputes in Property Industry
Added on 2020-07-22
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CPPDSM4056AManage conflict anddisputes in the propertyindustryAssessmentReal Estate TrainingSolutions
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.
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.
CPPDSM4056A Manage conflict and disputes in the property industry
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.
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.
CPPDSM4056A Manage conflict and disputes in the property industry Conflict or dispute situations mayinclude:•accidents resulting in injury•arguments and disagreements•conflict or disputes between staff andmembers of the public•destruction of property•ejection of persons•persons suffering from emotionaldistress or mental illness•persons under the influence ofintoxicating substances•persons with criminal intent•refusal to follow directions andguidance•riots and demonstrations•situations affecting the security of self,others or property.Organisational requirements may beoutlined and reflected in:•access and equity principles andpractice guidelines•business and performance plans•complaint and dispute resolutionprocedures•goals, objectives, plans, systems andprocesses•legal and ethical requirements andcodes of practice•mission statements and strategic plans•OHS policies, procedures and programs•policies and procedures in relation toclient service•quality and continuous improvementprocesses and standards•quality assurance and proceduremanuals.Legislative requirements may beoutlined and reflected in:•Australian Securities and InvestmentsCommission, Australian Competition andConsumer Commission, and ForeignInvestment Review Board requirements•Australian standards•federal and state taxation requirements•consumer protection laws andguidelines•court and tribunal precedents•environmental and zoning lawsaffecting access security, access andproperty use•freedom of information•home building requirements•licensing requirements•privacy and confidentialityrequirements and laws applying toowners, contractors and tenants•public health•quality assurance and certificationrequirements•relevant common law•relevant federal, and state or territorylegislation and regulations affectingorganisational operation, including:•anti-discrimination and diversity•environmental issues•EEO•industrial relations•OHS•relevant 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 law•relevant local government policies andregulations•strata, community and company titles•tenancy agreements•trade practices laws and guidelines.Communication techniques mayinclude:•active listening•clear, legible writing•giving customers full attention•maintaining eye contact•non-verbal communication, includingbody language and personal presentation•speaking clearly and concisely•using appropriate language and tone ofvoice•using open and closed questions.Specialist advice may be sought from:•clients•colleagues•counsellors•emergency personnel•health and safety personnel•legal representatives•members of industry associations•supervisors.Negotiation techniques shouldinclude:•control of tone of voice and bodylanguage•demonstrating flexibility andwillingness to negotiate•using positive, confident andcooperative language•using clear presentation of options andconsequences•using language and conceptsappropriate to thepeople involved
CPPDSM4056A Manage conflict and disputes in the property industry •using strategic questioning andlistening to gatherinformation and direct the focus ofpeople involved•using summarising of positions andagreements tomove understanding.Social and cultural differences maybe expressed in:•beliefs, values and practices•conventions of gender and sexuality•cultural stereotypes dress•food and diet•religious and spiritual observances•social conventions•traditional practices and observations•verbal and non-verbal language.Clients may include: •building supervisors•company management•fund managers•fund providers•government and legal instruments oragencies•institutions•insurers•internal and external property groups•owner–occupiers•private investors•property agents•property owners•strata companies•tenants.Contingency measures may include:•counselling•cultural support•defusing strategies•first aid•intervention•mediation•selecting alternative actions that mayrequire use of force within legalrequirements•separation or isolation of source ofconflict•special watch•specialists and experts.Business equipment and technologymay include:•computers•data storage devices•email•facsimile machines•internet, extranet and intranet•photocopiers•printers•scanners•software applications, such asdatabases and word applications.•.•s
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