Conflict Resolution
Understand, determine, and apply a range of conflict resolution strategies, considering the nature of the scenario and the needs and expectations of citizens, while taking responsibility for issues.
Type
Functional
Competency Area
Citizen Service
Levels
Recognises intent of conflict resolution strategies
Recognises the underlying intent of conflict resolution strategies in citizen service
Understands citizen needs and expectations during the conflict
Aware of help desks/grievance redressal mechanisms citizens can avail
Documents issues brought up during a conflict
Determines appropriate forums for conflict resolution
Lists several conflict resolution strategies, considering the scenario
Discusses pain points with citizens, taking into account the nature of the conflict
Determines an appropriate help desk/grievance redressal mechanisms citizen can avail, considering the conflict
Interprets issues to identify patterns in service delivery and design that lead to conflict
Takes responsibility for conflict resolutions
Applies scenario-specific conflict resolution strategies
Identifies the root cause of the conflict, while maintaining a relationship with the citizen
Coordinates with help desks/grievance redressal mechanisms to ensure the issue is solved
Takes responsibility for solving citizen issues and anticipations any further help they might need