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Conflict Management

  • Duration: 2 Days

Services SETA Accreditation Status: Full Accreditation

This learning program is aligned to the following unit standard:

Use communication skills to handle and resolve conflict in the workplace

Unit Standard ID: 9533

NQF Level 3, Credits 3

Learning Program Overview

Conflict is an integral part of human interaction and communication. People differ and have different perspectives that can lead to different approaches and conflict situations. 

Constructive conflict resolution can have positive value if it excites to action, increases group cohesiveness, diffuses what might lead to more serious conflicts, serves as a measure of how important issues, ideas and people are to us.

Team members can benefit by attending this two-day learning program, as they will be able to identify conflict situations, learn how to deal with challenging conflict situations and to explore different means of approaching it.

Learning Outcomes

Identifying conflict situations

  • Defining conflict.
  • Understanding the different types of conflict situations.
  • Analysing the role-players in conflict situations.
  • Identifying the conflict within a conflict situation.
  • Evaluating the effects of conflict.

 Understanding the human factor in conflict

  • Understanding behaviour patterns in conflict situations.
  • Analysing the role of emotions in conflict.
  • Using appropriate communication strategies in different situations.

 Resolving the conflict

  • Identifying a potential conflict situation.
  • Analysing possible outcomes of conflict.
  • Applying the W-I-N Formula.
  • Deciding the most appropriate conflict style to apply.
  • Understanding the process of conflict resolution.
  • Negotiating win-win solutions (role-play and video recordings).


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 3 credits on NQF Level 3. 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: ABET Level 4 Literacy.

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