NZQA registered unit standard
27360 version 1
Page 1 of 6
Title
Demonstrate knowledge of managing conflict situations in a security
context
Level
2
Purpose
Credits
4
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.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27360 version 1
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.
Evidence requirements
1.1
Describe the roles and duties of security personnel in a situation where conflict
could arise.
Range
1.2
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.
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.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
Range
27360 version 1
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.
Range
1.6
Describe the key stages for dealing with conflict situations with reference to a
workplace example.
Range
1.7
key stages include – assessment of the situation, action plan
development, action taken, post-incident action, debrief and report
the incident.
Describe the consequences of inappropriate behaviour by security personnel
when managing conflict situations.
Range
1.8
requirements for actions – lawful, appropriate, timely, safe.
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.
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.
Evidence requirements
2.1
Describe the changes in attitude and behaviour of a subject for different levels
of conflict as conflict escalates.
Range
2.2
evidence of one attitude and one behaviour for at least two levels
of conflict is required.
Describe impairment in terms of physical and verbal indicators.
Range
impairments include – anger, stress, influence of alcohol or drugs,
psychological or medical issues;
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27360 version 1
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.
Range
2.4
impairments include – anger, stress, influence of alcohol or drugs,
psychological or medical issues.
Describe cultural differences in communication style in terms of how this could
influence a conflict situation in a security context.
Range
evidence of two differences is required.
Outcome 3
Demonstrate knowledge of personal factors that influence the management of conflict
situations by security personnel.
Evidence requirements
3.1
Describe human responses to emotional and threatening situations in terms of
their effect on security personnel managing conflict situations.
Range
3.2
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.
Describe own values, attitudes and assumptions in terms of how they could
influence a conflict situation.
Range
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.
Range
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.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27360 version 1
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.
Evidence requirements
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.
Range
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.
Range
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.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27360 version 1
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 ElectroTechnology Industry Training Organisation (ETITO)
reviewcomments@etito.co.nz if you wish to suggest changes to the content of this unit
standard.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016