NZQA registered unit standard
12833 version 4
Page 1 of 2
Title
Apply communication skills within the mediation process
Level
4
Credits
4
Purpose
People credited with this unit standard are able to identify
communication skills and strategies within the mediation
process and apply communications skills within the mediation
process.
Classification
Public Sector Services > Mediation
Available grade
Achieved
Explanatory notes
1
Mediation is a process whereby the parties have the opportunity to resolve their own
disputes and the role of the mediator is facilitative of the process, not the content.
The mediator is independent with no personal interest in the dispute.
2
For the purposes of this unit standard role play, video or actual mediated disputes
may be used in assessment situations.
Outcomes and evidence requirements
Outcome 1
Identify communication skills and strategies within the mediation process.
Evidence requirements
1.1
Communication skills used in mediation are identified and explained.
Range
1.2
may include but are not limited to – active listening, clarifying,
reflection, questioning – open and closed, summarising, feedback.
Communication strategies to overcome communication blocks are identified and
explained.
Outcome 2
Apply communications skills within the mediation process.
Evidence requirements
2.1
Communication environment suitable for the mediation process is established.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
12833 version 4
Page 2 of 2
2.2
Language selected and used accommodates specific needs of the parties.
2.3
Application includes the gathering of information about the dispute from the
parties.
2.4
Application includes the creation of an environment which achieves commitment
from the parties and enables them to express their needs, concerns and
expectations.
2.5
Application includes facilitation of the mediation so that communication blocks
are addressed.
Status and review information
Registration date
20 September 2002
Date version published
16 July 2010
Planned review date
31 December 2013
Accreditation and Moderation Action Plan (AMAP) reference
0121
This AMAP 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, or
an inter-institutional body with delegated authority for quality assurance, 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.
Consent requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP 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 Skills Organisation info@skills.org.nz if you wish to suggest changes
to the content of this unit standard.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016