Q1. The National Law and the Regulations require serious incidents to be reported to the Regulatory Authority. List four examples of a 'serious incident' as defined in the Regulations.

Q2. In what circumstances are children's education and care services required to notify their state/territory health authority.

Q3. According to Safe Work Australia, what are the three criteria for a notifiable incident in the workplace?

Q4. Where a notifiable WHS incident occurs what three actions must be followed?

Q5. A core principle of the ECA Code of Ethics is 'respectful, responsive and reciprocal relationships are central to children's education and care'. Briefly explain how this principle might guide educator behaviour when responding to a complaint by a stakeholder.

Q7. Explain how the principle of equitability can be applied when responding to complaints.

Q8.

Typical features of complaint procedures

How are complaints defined by the Australian and New Zealand Standard (AS/NZS 10002:2014)?

Explain thefive effective componentsto complaints management as suggested by the NSW Ombudsman's Complaint Management Framework (2015).

Commitment:

Facilitation:

Resourcing:

Learning:

Guiding:

In relation to complaints management, what is the meaning of the term procedural fairness?

Q9. State the section of the Education and Care Services National Regulation that relates to having in place a policy and procedures for responding to and managing complaints in a fair and transparent manner.

Q10. State the section of the Education and Care Services National Regulation that requires services to make the name and telephone number of the person to whom complaints may be addressed clearly visible at the service.

Q11. State the section of the Education and Care Services National Regulation that requires services to have in place a policy and procedures for governance and management of the service, including confidentiality of records.

Q13. Readings

Examples of Conflict Theory in the Workplace.

• https://www.indeed.com/career-advice/career-development/example-of-conflict-theoryLinks to an external site.

4 Levels of Conflict and Tips for Managing Them.

• https://www.indeed.com/career-advice/career-development/levels-of-conflictLinks to an external site. Provide examples for each of the following levels of conflict in the context of an ECEC service.

1. Intergroup

2. Interpersonal

3. Intragroup

4. Intrapersonal

Q14. Explain what mediation is.

Q15. Explain the role of the mediator.

Q16. When might it be necessary to engage in mediation to resolve a complaint?

Q17. Provide an example of conflict within an ECEC environment for each of the following causes. Include dialogue in your examples where appropriate.

1. Economic

2. Values

3. Power

Q18. For the scenario, identify the conflict behaviour.

"How about we write down all the positives and negatives and discuss possible options.'

Q19. For the scenario, identify the conflict behaviour.

"I don't know what to do. Let's just wait and see what happens."

Q20. For the scenario, identify the conflict behaviour.

"How about I agree to add this to the recommendations if you agree to talk to the team about trailing the new strategy."

https://www.indeed.com/career-advice/career-development/example-of-conflict-theoryLinks to an external site.

https://www.indeed.com/career-advice/career-development/levels-of-conflictLinks to an external site. Provide examples for each of the following levels of conflict in the context of an ECEC service.