View Unit : Manage Difficult Situations in the Rail Industry

Unit

Unit Reference Number

F/503/1445

Qualification Framework

QCF

Title

Manage Difficult Situations in the Rail Industry

Unit Level

Level 3

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

4.3 Transportation Operations and Maintenance

Unit Grading Structure

Pass

Assessment Guidance

This unit should be assessed predominately in the workplace. Observation, witness testimony, questioning and professional discussion are all sources of evidence which can be used.

Realistic workplace simulation may be used to assess areas that cover non routine situations with the agreement of the awarding organisation.

If this unit is used in an NVQ qualification linked to GoSkills National Occupational Standards the overarching assessment strategy must be followed. This can be accessed via the GoSkills website at the link below:

http://www.goskills.org

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	Be able to follow organisational procedures to resolve conflict	1.1	Undertake a risk assessment in a difficult situation assessing how serious the situation is and the behaviour of the people involved
		1.2	Maintain own personal safety
		1.3	Undertake sensitive questioning to gain information about a situation
		1.4	Collect information and accurately report on an incident in line with the organisation’s procedure
		1.5	Support other staff dealing with difficult situations
2	Understand how to follow procedures to resolve conflict	2.1	Outline the types of difficult situations that may arise within the organisation and explain how to respond to each of these situations
		2.2	Explain organisational policy on dealing with situations of conflict
		2.3	Explain the relevant legal issues covering self defence and the use of force
		2.4	Explain why effective communication is important when dealing with people in difficult situations and why poor communication can make the situation worse
		2.5	Describe the appropriate forms of body language and other non-verbal types of communication that can be used
		2.6	Describe what is meant by personal space and how to maintain personal space in a difficult situation
		2.7	Explain why it is important to be seen to be listening to what is being said and the techniques how to do this
		2.8	Explain why it is important to show empathy in a difficult situation
		2.9	Describe how to use sensitive questioning in order to get information about a situation
		2.10	Explain why it is important to summarise and give feedback to people about what has been said
		2.11	Explain how to carry out risk assessments in difficult situations
		2.12	Describe the types of situations in which it would not be appropriate to do the following: Do nothing Keep watching the situation Give advice or a warning Use a report or incident cared Consider ejection Consider arrest
		2.13	Explain the organisational procedure relating to collecting and reporting information about people involved in the situation
		2.14	Explain why it is important to keep an accurate record of what has happened in the situation
		2.15	Describe what classes as evidence and what needs to be recorded
		2.16	Describe what other sources of evidence are available and could be used
3	Be able to communicate with people in difficult situations	3.1	Select the type of communication skills that limit and reduce conflict in difficult situations
		3.2	Use sensitive questioning and listening skills
		3.3	Accurately summarise and confirm the details of the situation and give constructive feedback
		3.4	Accurately record and report back on a conflict situation
4	Understand how to communicate with people in difficult situations	4.1	Explain the appropriate forms of body language and other non-verbal types of communication
		4.2	Explain the mechanism for reporting back on a conflict situation within the organisatio
		4.3	Explain what support can be given to other staff in the organisation where they are experiencing difficult situations

Equivalent Units

There are no equivalences to display.