Conflict Management


Interpret and Manage Conflict within the Workplace 

SAQA US 114226, NQF Level 5 - 8 Credits

Conflict is an inevitable reality of day to day life, whether it is within the workplace or socially. People with different values, expectations and attitudes are likely to have disparities. The most difficult conflict is those that arise from having different value systems. To understand the causes of differences is of vital importance. Understanding differences will ensure engaging of discussion in order to resolve conflict.

The majority of conflicts can be avoided through effective communication thus we focus on measures to be taken to prevent conflicts from arising. Conflict can be beneficial if adequate conflict management methods are utilized. 

A learner who has successfully completed this Unit Standard will be able to identify and manage the resolution of conflict between persons and / or parties. Although the main focus of this training course is based on the workplace, the same principles learnt can be applied in any environment.

A learner being found competent on completion of this unit standard, will possess the ability to: 

  • Describe the main sources of conflict. 
  • Recognize how our attitudes and actions can impact on those around us.
  • Relate to the importance of active listening.
  • Describe appropriate techniques to manage conflict. 
  • Implement a strategy to resolve conflict.
  • Develop the attributes of a good conflict manager. 
  • Work effectively with individuals and teams in order to understand conflict and the resolution thereof. 
  • Organise oneself and one`s activities so that conflict can be identified and dealt with. 
  • Collect, analyse and identify information supplied by parties in a conflicts situation in order to accurately convey them to affected parties.
  • Communicate effectively with an employer with regards to conflict issues.