Occupational Skills Programme: Conflict Management
QCTO Accreditation No. 07-QCTO/SDP280426211439
> SAQA ID: 210409
> NQF Level: 5
> Credits: 8
> Duration: 10 Days
About the Conflict Management programme
The Conflict Management programme develops the practical ability to identify, analyse and resolve conflict constructively in the workplace. Learners explore where conflict comes from, how different types of conflict develop, which management and resolution strategies to use, and how emotional intelligence, follow-up and reporting support a sustainable resolution.
The focus is not simply on stopping an argument; it is on understanding the conflict well enough to choose an appropriate response and manage what happens afterwards.
Who is this programme for?
The programme is particularly relevant to people who have responsibility for teams, employees or workplace relationships, including managers and supervisors; team leaders; HR and employee-relations practitioners; and project or operational leaders who regularly need to manage disagreements between people.
What will you be able to do?
On completion of the programme, learners develop the ability to:
- Identify sources of conflict: recognise the issues, behaviours or circumstances contributing to a workplace disagreement.
- Distinguish different types of conflict: understand that conflicts do not all arise for the same reasons and may require different responses.
- Analyse a conflict properly: profile the situation, consider the information supplied by the affected parties and identify likely causes and consequences.
- Choose an appropriate management strategy: determine how the situation should be approached rather than applying the same response to every disagreement.
- Apply conflict-resolution techniques: use appropriate techniques to work towards constructive resolution.
- Use emotional intelligence during conflict: manage emotions and interpersonal dynamics more effectively during difficult engagements.
- Follow up after resolution: develop and implement actions designed to support the agreed resolution.
- Document the outcome: compile a structured conflict-resolution report.
Conflict Management Course Modules
| KNOWLEDGE COMPONENT | Credits | NQF |
| Sources of Conflict | 4 Credits | Level 5 |
| Types of conflicts | ||
| Strategies for conflict management | ||
| Techniques in conflict management | ||
| Conflict consequence analysis | ||
| Emotional intelligence in conflict resolution | ||
| Components Conflict Resolutions Report | ||
| PRACTICAL COMPONENT | ||
| Apply teamwork in conflict process | ||
| Profile a conflict at a workplace | ||
| Analyse a conflict profile and determine the causes of conflict | ||
| Determine and implement appropriate conflict management strategies | ||
| Select and apply conflict resolution techniques | ||
| Analyse and profile conflict consequences | ||
| Apply emotional intelligence in conflict resolution engagement | ||
| Compile and implement conflict resolution follow up plan | ||
| Compile conflict resolution report |
Learn more:
What is workplace conflict management?
Workplace conflict management is the process of identifying and understanding disagreements between people at work and using appropriate strategies to manage or resolve them constructively.
It includes understanding the cause of the conflict, choosing an appropriate response, working towards resolution and following up afterwards.
What causes conflict in the workplace?
Workplace conflict can arise from differences in expectations, goals, values, communication, responsibilities, relationships or the way people interpret a situation.
An important part of conflict management is therefore identifying the underlying source of the disagreement rather than responding only to the behaviour visible on the surface.
Who should take a Conflict Management course?
The programme is particularly useful for managers, supervisors, team leaders and HR professionals who have responsibility for people or regularly need to deal with disagreements in the workplace.
Will I learn practical conflict-resolution techniques?
Yes. The programme covers both conflict-management strategies and practical resolution techniques. Learners apply these by analysing workplace conflict, selecting an appropriate strategy, implementing resolution techniques and developing follow-up actions.
