Page 1 of 6 Title Demonstrate knowledge of managing conflict situations in a security context Level 2 Credits 4 Purpose This unit standard covers knowledge of conflict management for security personnel. People credited with this unit standard are able to demonstrate knowledge of: the requirements, responsibilities and consequences for security personnel managing conflict situations; factors relating to the subject that influence conflict situations; personal and organisational factors that influence the management of conflict situations by security personnel; distance, space and body positioning in managing conflict situations. Classification Security > Security Staff Services Available grade Achieved Explanatory notes 1 This unit standard has been developed for learning and assessment in any relevant security context, on job or off job. 2 This unit standard is one of two unit standards designed to cover knowledge and application of non-contact conflict management techniques, the other is: Unit 27361, Manage conflict situations in a security context. 3 References Crimes Act 1961; Health and Safety in Employment Act 1992; Private Security Personnel and Private Investigators Act 2010; Sale of Liquor Act 1989; Smoke-free Environments Act 1990; Summary Offences Act 1981; Trespass Act 1980; and their subsequent amendments or replacements.
Page 2 of 6 4 Definitions Duty of Care the legal and professional responsibility of a person or organisation to take due and proper care in their work. Relevant instructions oral, written or electronically transmitted instructions issued to govern the performance of security tasks, duties, and responsibilities. These may be in the form of policies, procedures, manuals, directives, or legal and compliance requirements. They may relate to a particular assignment, organisation, site or operation of equipment. Subject party or parties other than security personnel involved in the conflict. 5 Assessment range a If standard is being assessed off job the relevant instructions can be supplied in a simulated situation. b It is recommended that assessment against this standard be undertaken in conjunction with Unit 27361, Manage conflict situations in a security context; as the two standards assess complementary skills and knowledge. 6 Training and Assessment Requirements For the purposes of maintaining industry consistency the following conditions are included in ETITO's Consent and Moderation Requirements in relation to unit standards 27360 and 27361. a Training and assessment must only be delivered by trainers and assessors who have attended and successfully completed an ETITO recognised training and assessment course. b Trainers and assessors must attend and successfully complete an ETITO recognised refresher course every two years. c Assessors must use ETITO approved assessment resources. ETITO has developed and will make available training resources for this standard. Outcomes and evidence requirements Outcome 1 Demonstrate knowledge of the requirements, responsibilities, and consequences for security personnel managing conflict situations. 1.1 Describe the roles and duties of security personnel in a situation where conflict could arise. situation where conflict could arise may include but is not limited to approaching and speaking to people regarding a breach of rules, regulations, or conditions of entry; response to offensive behaviour; response to verbal abuse; response to threat of assault; evidence of two roles and duties are required. 1.2 Outline in simple terms the legal authority security personnel have under New Zealand legislation in conflict situations with reference to one or more workplace examples.
Page 3 of 6 legal authority relates to use of force, defence of self and others, trespass. 1.3 Describe the implications for security personnel of their lack of additional legal authority beyond that of the general public. 1.4 Describe the responsibility of security personnel to the subject in terms of Duty of Care. 1.5 Describe the requirements for actions taken by security personnel to manage conflict situations with reference to one or more workplace examples. requirements for actions lawful, appropriate, timely, safe. 1.6 Describe the key stages for dealing with conflict situations with reference to a workplace example. key stages include assessment of the situation, action plan development, action taken, post-incident action, debrief and report the incident. 1.7 Describe the consequences of inappropriate behaviour by security personnel when managing conflict situations. consequences include legal, organisational, personal, professional; inappropriate behaviour may include but is not limited to actions and attitudes that may escalate the situation; offensive or abusive language, use of excessive force; evidence of one behaviour is required. 1.8 Describe procedures for response to, and command or control of, incidents in accordance with relevant instructions for the management of conflict situations. Outcome 2 Demonstrate knowledge of factors relating to the subject that influence conflict in a security context. 2.1 Describe the changes in attitude and behaviour of a subject for different levels of conflict as conflict escalates. evidence of one attitude and one behaviour for at least two levels of conflict is required. 2.2 Describe impairment in terms of physical and verbal indicators. impairments include anger, stress, influence of alcohol or drugs, psychological or medical issues;
Page 4 of 6 evidence of one physical and one verbal indicator is required for each impairment. 2.3 Describe how the subject's impairment could influence a conflict situation. impairments include anger, stress, influence of alcohol or drugs, psychological or medical issues. 2.4 Describe cultural differences in communication style in terms of how this could influence a conflict situation in a security context. evidence of two differences is required. Outcome 3 Demonstrate knowledge of personal factors that influence the management of conflict situations by security personnel. 3.1 Describe human responses to emotional and threatening situations in terms of their effect on security personnel managing conflict situations. human responses may include but are not limited to rise in adrenalin, concern for safety of self and others, confusion, stress, anger; evidence of three is required. 3.2 Describe own values, attitudes and assumptions in terms of how they could influence a conflict situation. values, attitudes and assumptions may include but are not limited to bias, stereotypes, cultural beliefs, religious beliefs; evidence of two is required. 3.3 Describe the requirement for assertive behaviour in managing conflict situations. 3.4 Describe physical and verbal indicators in terms of the effect they have on the subject in a conflict situation. physical indicators may include but are not limited to facial expression, gestures, stance; verbal indicators may include but are not limited to type of language, timing of language, volume of language; evidence of two physical indicators and two verbal indicators is required.
Page 5 of 6 Outcome 4 Demonstrate knowledge of the use of distance, space and body positioning in managing conflict situations in a security context. 4.1 Describe factors that impact on reaction times of self and the subject in conflict situations. own factors may include but are not limited to imminent danger, physical fitness, emotions, skills and training; subject factors may include but are not limited to adrenalin, drugs, alcohol, emotions, physique, physical environment; evidence of two own factors and two subject factors is required. 4.2 Describe the use of distance, space and body positioning in terms of safety and creating time to react. use of distance, space and body positioning may relate to positioning self relative to subject, creating the amount of space required for the level of threat, use of fixed objects as barriers, own size and physical fitness, presence of weapons, size and nature of crowd present, physical environment; evidence of three is required. 4.3 Describe tactical withdrawal in terms of when and how to exit a situation safely. Planned review date 31 December 2016 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 20 October 2011 N/A Consent and Moderation Requirements (CMR) reference 0003 This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do. Please note Providers must be granted consent to assess against standards (accredited) by NZQA, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. Industry Training Organisations must be granted consent to assess against standards by NZQA before they can register credits from assessment against unit standards. Providers and Industry Training Organisations, which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.
Page 6 of 6 Requirements for consent to assess and an outline of the moderation system that applies to this standard are outlined in the Consent and Moderation Requirements (CMR). The CMR also includes useful information about special requirements for organisations wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements. Comments on this unit standard Please contact the (ETITO) reviewcomments@etito.co.nz if you wish to suggest changes to the content of this unit standard.