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Negotiation Skills, Conflict and Diversity Management


  • Duration: nine days

Services SETA Accreditation Status: Full Accreditation
This programme is aligned to the following Unit Standards:

  • Manage a diverse work force to add value: US ID: 252043
  • Interpret and manage conflicts within the workplace: US ID: 114226
  • Conduct negotiations to deal with conflict situations: US ID: 117853

NQF Level 5 Credits 22

Programme Overview

Managers attending this training will acquire skills to manage the three most prominent managerial workplace challenges: Diversity, Conflict and Negotiations.

  • Every person is diverse and managers need to manage and lead diversity.
  • Conflict is part of life and team formation, managers need to resolve differences and conflict situations amongst team members and groups.
  • Negotiations form an integral part of settling disagreements or disputes in a win-win manner.

Programme Contents:

Managing diversity

  • Understanding diversity in the workplace.
  • Examining the implications of diversity for external and internal relationships to the organisation.
  • Understanding the reality of diversity and its value in a unit.
  • Exploring ways of meeting the diverse needs and goals of team members and clients in relation to the goals and objectives of a unit.
  • Managing diverse team members taking into account similarities and differences.
  • Dealing with disagreements and conflicts arising from diversity in a unit.
  • Recognising common beliefs, values, interests and attitudes that will serve as basis for leading the team through interaction.

Interpreting and managing conflict situations within the workplace

  • Exploring the main sources of conflict.
  • Discussing positive and negative characteristics of conflict and organisational conflict modes.
  • Analysing personality types and conflict.
  • Applying suitable techniques for different conflict situations.
  • Exploring the process and steps towards conflict resolution.
  • Applying conflict resolution strategies and plans.

Negotiation skills

  • Preparing for negotiations and explaining the purpose of negotiation, clearly identifying and prioritising issues to be negotiated, using participatory processes.
  • Exploring a variety of negotiation strategies and processes in terms of process, application, strengths and weaknesses, and selecting an appropriate strategy based on the negotiation at hand.
  • Identifying and informing relevant stakeholders about issues to be negotiated according to the agreed upon time-frame and through effective communication methods.
  • Taking and initiating appropriate actions when obtaining mandates from constituencies.
  • Collating and sharing relevant information about identified issues with all parties.
  • Anticipating the negotiation process and identifying, selecting and motivating appropriate tactics to parties involved.
  • Conducting negotiations in a manner that maintains or enhances relationships and promotes outcomes that are satisfactory or advantageous in terms of the purpose of the negotiation.
  • Explaining and aligning behaviour and conduct during negotiations together with selected negotiation strategy and tactics.
  • Facilitating the negotiation process using effective communication and interpersonal skills.
  • Clearly presenting, explaining and motivating negotiated outcomes to the constituency.
  • Concluding negotiations and accurately recording proceedings and interim outcomes for feedback purposes. 
  • Evaluating negotiations processes in terms of strengths and weaknesses and the extent to which the brief was achieved.
  • Identifying and recording opportunities and mechanisms to improve upon the negotiation process for integration into future processes.


Learners who attend this training, will receive a “Certificate of Attendance” directly after the training. Additionally, learners can also be enrolled to participate in the assessment process at an additional fee. Assessment entails the completion of a Portfolio of Evidence (PoE) and if being assessed as competent, the learner will be awarded 22 credits on NQF Level 5. In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard: Learners should demonstrate competence in Communication, Mathematical Literacy and Computer Literacy at NQF Level 4.

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