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Conflict Management


  • Accredited at the Services SETA
  • Unit Standard: “Use communication skills to handle and resolve conflict in the workplace
  • Unit Standard ID: 9533
  • NQF Level 3, Credits 3
  • Duration: two days


We all experience conflict as part of our work and personal lives. It is part of human interaction and communication. Conflict, if we can effectively deal with it, 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 course, as they will be able to identify conflict situations, learn how to deal with them and to distinguish between constructive and destructive conflict situations.

Course Contents:

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” will be issued representing the credit values and NQF Level. Entry-level requirements for assessment according to the Unit Standard: ABET Level 4 Literacy.

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