511 kssesso• x ; COO, EiSBSTR401 Prom: X I 0 Course: 6S6STR502 FaCilit, X >ownloads/BSBCAIMS11%20Assessor%.20Marking%20Guide.pdf
acct aloud
— + (3 9 of 26 6) LE) • Solutions: It is impcxtant to identify more than one solution to the issues being negotiated and prioritising the most important issues to resolve. • Objective cnteria: all negotiations should be made on objective criteria, for example, when negotiating wages, the industry standard should be taken into account. • Win-coin agreement finding a solution that is acceptable to both parties is the best
outcome. 5. .cplain the mediation process and at least three key principles that should be taken into account when mediating at work. Response should broadly cover the following: Mediation is a process in which an independent person (a mediator) helps people in disagreement at work address their differences, and work towards resolution. The process ‘oases on future behaviour rather than past. It therefore offers a way of dealing with tension and is useful in tackling problems in communication or working relationships. Response should also include the following three principles:
• Impartiality of the mediator is of key importance to ensure a fair outcome. • Confidentiality of the mediation discussion is also impotent to ensure that sensitive information is not divulged_ • Attendance at mediation should be voluntary, each party should want to be at the mediation
Rite 44203 CRICOSi 03420C
.8CN1A5f I Assess. G•r•ir
Ritril 2023
Revision date Version
Apra 2 24
di Chat I Microsoft Teams
la SYDNEY CITY 911E.9.uttT9TPI.
6. Discuss three effective conflict resolution techniques. Response shut. include al least three of the hallowing. • Staying Neutral there ate always two sides to every story, so before you try to resolve a problem, ensure you have examined the roots of the conflict objectively and thoroughly. • Acknowledging the Problem: even if you consider that it is a minor or even a it petty issue. can still be a significant issue for someone. ▪ Focus On the Problem• Not the People: as the conflict resolution facilitator, it’s crucial that You and the parties look at hand be problem at difficult oi disagreeable personalities and focus on the • Seek Common Ground: encourage parties to identify areas of agreement and use those as a basis for creati an rtable corn romIse sole.
I t r
BSEICMM511 COmmunicate wah influence
Page 9 of 26
I