Manage conflict in the Tram and Tramway environment
Overview
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Performance criteria
You must be able to:
Assess situations and decide on action needed
1 recognise situations that involve inappropriate behaviour by others
2 assess the risks to yourself and others in the situation
3 assess the seriousness of the situation and the behaviour of others involved
4 prioritise the action to be taken, in line with your organisation's procedures
5 consider the needs of others when dealing with the situation in line with your organisation's procedures
Take action to deal with conflict
6 take action to manage conflict situations in line with your organisation's procedures
7 get help from other sources in situations that are outside your own authority or ability
8 consider the needs of others, when taking action
9 maintain your own personal safety and security, and that of others in the Tram and Tramway environment, while taking action
10 report the details of any conflict situation in line with your organisation's procedures
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Knowledge and Understanding
You need to know and understand:
| ** ** ** ** ** ** **Assess situations and decide on action needed** 1 the types of **conflict situations** that are likely to arise 2 the range of **circumstances** that could lead to conflict 3 the **warning signs and indications** of potential conflict 4 how to carry out a conflict risk assessment 5 when and how to get help or advice when needed |
| **Take action to deal with conflict** 6 the **action and control** you can take and are authorised to take with regard to managing a conflict situation 7 the **uses and effects** of technology in the prevention of and dealing with conflict 8 your organisation's procedures for dealing with conflict situations, including any relevant legal requirements 9 how to maintain your own personal safety and security, that of others and your organisation's property 10 your organisation's procedures for reporting and recording conflict situations |
Scope/range
Performance Scope
| 1 **Inappropriate behaviour** may include; verbal (e.g. offensive comments, threatening language, selling), physical (e.g. gestures, violence, aggression, unwanted contact, trespassing, loitering, littering, graffiti, being improperly dressed, damaging property, carrying potentially dangerous items). **Others** may include; customers, passengers, those with the intent to travel, the general public, pedestrians, colleagues. 6 **C****onflict situations** may include; verbal abuse, physical abuse, offensive language, actions that could cause danger to others, actions that could cause damage to property. **Manage** may include; using a body camera, CCTV, walking away, opening doors, isolation, offering alternatives, communication, active listening, referral (manager, senior personnel, security, authority, control centre), breathing deeply and calmly, respecting personal space, making controlled movements, positive body language. 7 **Other sources** may include; control centre, colleagues, emergency services. |
Knowledge Scope
1 C*onflict situations* may include; verbal abuse, physical abuse, offensive language, actions that could cause danger to others, actions that could cause damage to property.
2 C*ircumstances* may include; confusion, panic, disappointment, annoyance, disruption, being ignored, disagreements, alcohol, drugs, cultural differences, language barriers, negative body language.
3* * Warning signs and indications may include; negative body language, agitation, raised voices, sharp abrupt tone, rude or inappropriate language or gestures, crowds, delays.
6 A*ction and control* may include; using a body camera, CCTV, walking away, opening doors, isolation, offering alternatives, communication, active listening, referral (manager, senior personnel, security, authority, control centre), breathing deeply and calmly, respecting personal space, making controlled movements, positive body language.
7 U*ses and* effects may include; deterrent, evidence.
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary