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Conflict Resolution for Managers


  • Accredited at the Services SETA
  • Unit Standard: “Interpret and manage conflicts within the workplace
  • Unit Standard ID: 114226
  • NQF Level 5, Credits 8
  • Duration: two days

Course Overview

Managers who attend this training will be able to identify and manage the resolution of personal conflict between people or parties. The main focus will be on the workplace although the same principles can be used in all walks of life. The purpose of this course is to gain an understanding of conflict, why it exists and how to resolve issues resulting in conflict.

Course Contents:

Describing the main sources of conflict

  • Drawing up a list of possible sources of conflict, including perceptions and assumptions of where they are most likely to occur.
  • Analysing the positive and negative characteristics of conflict in the workplace examples.
  • Explaining organisational conflict modes.
  • Describing conflict, which may arise in personality types, using transactional analysis.

Explaining appropriate techniques in conflict management

  • Discussing the various business conflict modes with examples.
  • Analysing useful steps to be taken to manage conflict with examples.
  • Exploring the route which conflicts normally follow toward resolution.

Using an appropriate action plan and strategies to manage conflict

  • Identifying methods available to resolve conflict in terms of the Labour Relations Act.
  • Choosing the most appropriate strategy to resolve a particular conflict situation justifying the choice of strategy.
  • Explaining the need to adopt action plans and adapting them to a particular conflict situations.
  • Explaining the role of policies and procedures that should be in place in the organisation in terms of its role in preventing and/or resolving conflicts.

Explaining the attributes of an effective conflict manager

  • Identifying personal attributes of a good conflict manager and how each characteristic contributes to conflict resolution.
  • Conducting a skills audit to identify the skills managers need to develop to be effective conflict managers.

Assessment of Learners

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 8 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 be competent in Communication, Mathematical Literacy and Computer Literacy at NQF Level 4.

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