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Conflict Resolution for Managers

  • Duration: 2 Days

Services SETA Accreditation Status: Full Accreditation

This learning program is aligned to the following unit standard:

Interpret and manage conflicts within the workplace

Unit Standard ID: 114226

NQF Level 5, Credits 8

Learning Program Overview

The art of conflict management is the key to effective communication and a positive team spirit. Managers must be able to identify possible sources of conflict and use a variety of techniques to effectively deal  with conflict situations.

The purpose of this learning program is to gain an understanding of conflict, why it exists and how to resolve issues resulting in conflict.

Learning Outcomes

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 with examples.
  • Explaining organisational conflict modes.
  • Using transactional analysis to describe conflict, which may arise in personality types.

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 follows 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 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.

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.


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”, 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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