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Negotiation Skills, Conflict and Diversity Management

  • Duration: 5 Days

Services SETA Accreditation Status: Full Accreditation

This learning program is aligned to the following Unit Standards:

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

NQF Level 5 Credits 22

Learning Program Overview

Managers attending this learning program 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.

Learning Outcomes

Managing diversity

  • Understanding diversity in the workplace.
  • The implications of diversity for external and internal relationships to the organisation.
  • The reality of diversity and its value in a unit.
  • 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

  • The main sources of conflict.
  • Positive and negative characteristics of conflict and organisational conflict modes.
  • Analysing personality types and conflict.
  • Techniques for different conflict situations.
  • The process and steps towards conflict resolution.
  • 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.
  • 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 strategies and tactics.
  • Facilitating the negotiation process using effective communication and interpersonal skills.
  • Presenting, explaining and motivating negotiated outcomes to the constituency.
  • Concluding negotiations and accurately recording proceedings and interim outcomes for feedback purposes.
  • Evaluating negotiation processes in terms of strengths and weaknesses.
  • 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”, endorsed by Services SETA, will be issued representing the credit value and NQF Level. Entry-level requirements for assessment according to the Unit Standard: Learners should be competent in Communication, Mathematical Literacy and Computer Literacy at NQF Level 4.

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