Skills Programme Purpose

To identify and manage the resolution of conflict between persons or parties in the workplace.

Conflict in the workplace negatively affect the productivity and quality of work.

Effective and efficient management of conflicts to create peace and harmony in the workplace (on a prevention basis).A qualified learner will be able to:

• Identify and describe the main sources of conflict.
• Distinguish types of conflicts
• Apply appropriate strategies to manage conflict.
• Resolve conflict using appropriate techniques in the workplace.
• Develop and implement follow up plans
• Compile conflict resolution reports

Entry Requirements

• NQF Level 4 or equivalent

Quality Assurance

QCTO will facilitate the assessment and quality assurance

Topic elements to be covered include

The learning will enable learners to demonstrate an understanding of:

• Topic 1: Sources of conflict.
• Topic 2: Types of conflicts
• Topic 3: Strategies for conflict management.
• Topic 4: Techniques in conflict management.
• Topic 5: Conflict consequences analysis
• Topic 6: Emotional intelligence in conflict resolution
• Topic 7: Components of Conflict Resolution Report

Assessments

The only way to establish whether you are competent and have accomplished the learning outcomes is through continuous assessments. This assessment process involves interpreting evidence about your ability to perform certain tasks. You will be required to perform certain procedures and tasks during the training programmer and will be assessed on them to certify your competence.

This module includes assessments in the form of self-evaluations/activities and exercises. The exercises, activities and self-assessments will be done in pairs, groups or on your own. These exercises/activities or self-assessments (Learner workbook) must be handed to the facilitator. It will be added to your portfolio of evidence, which will be proof signed by your facilitator that you have successfully performed these tasks.

Listen carefully to the instructions of the facilitator and do the given activities in the time given to you.