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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Interpret and manage conflicts within the workplace 
SAQA US ID UNIT STANDARD TITLE
114226  Interpret and manage conflicts within the workplace 
ORIGINATOR
SGB Human Resource Management and Practices 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Human Resources 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 5  Level TBA: Pre-2009 was L5 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
The person credited with this Unit Standard is able to identify and manage the resolution of personal conflict between persons or parties. The main focus will be on the workplace although the same principles can be used elsewhere.

The qualifying learner is capable of:
  • Describing the main sources of conflict
  • Describing appropriate techniques to manage conflict
  • Implementing a strategy to resolve conflict
  • Developing the attributes of a good conflict manager 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The learner undertaking this Unit Standard must be competent in:
  • Communication at NQF Level 4 or equivalent
  • Mathematical Literacy at NQF Level 4. 

  • UNIT STANDARD RANGE 
  • A wide variety of conflict situations may be identified but this Unit Standard will focus on those in the workplace
  • Issues related to diversity management and conflicts which may arise therefrom are dealt with in other Unit Standards 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Describe the main sources of conflict. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. A list of possible sources of conflict, including perceptions and assumptions, is drawn up with examples of where they are most likely to occur. 

    ASSESSMENT CRITERION 2 
    2. Positive and negative characteristics of conflict in the workplace are discussed with examples. 

    ASSESSMENT CRITERION 3 
    3. Organisational conflict modes are explained with examples. 

    ASSESSMENT CRITERION 4 
    4. Conflict, which may arise in personality types, can be described, using transactional analysis. 

    SPECIFIC OUTCOME 2 
    Explain appropriate techniques in conflict management. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The various business conflict modes are discussed with examples. 

    ASSESSMENT CRITERION 2 
    2. Useful steps to be taken to manage conflict are explained with examples. 

    ASSESSMENT CRITERION 3 
    3. The route, which conflicts normally follow toward resolution can be described with examples. 

    SPECIFIC OUTCOME 3 
    Describe the appropriate action plan and strategies to manage conflict. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Methods available to resolve conflict in terms of the Labour Relations Act are listed with examples. 

    ASSESSMENT CRITERION 2 
    2. The most appropriate strategy to resolve a particular conflict is chosen with a justification for the choice of strategy. 

    ASSESSMENT CRITERION 3 
    3. The need to adopt action plans and adapt them to a particular conflict is demonstrated with examples. 

    ASSESSMENT CRITERION 4 
    4. The role of policies and procedures in place in the organisation are explained in terms of their role in preventing and/or resolving conflicts. 

    SPECIFIC OUTCOME 4 
    Explain the attributes of an effective conflict manager. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Personal attributes of a good conflict manager can be listed with examples of how each characteristic contributes to conflict resolution. 

    ASSESSMENT CRITERION 2 
    2. A skills audit is done by the learner to identify the skills he/she needs to develop to be an effective conflict manager are identified. 

    ASSESSMENT CRITERION 3 
    3. The negative attributes which should be avoided or controlled by an effective conflict manager are listed with an explanation of the negative effect each has on the resolution of conflict. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • A learner wishing to be assessed (including through RPL) against this Unit Standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Anyone assessing a learner against this Unit Standard must be registered as an assessor with the relevant ETQA or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this Unit Standard or assessing this Unit Standard must be accredited as a provider with the relevant ETQA or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA or by an ETQA that has a Memorandum of Understanding with the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The knowledge underpinning the above specific outcomes is:
  • Knowledge of the sections of the Labour Relations Act which are appropriate to conflict and the resolution thereof
  • Knowledge of specific terminology related to personal relationships
  • Knowledge of the learners organisational structure, policies and procedures 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
    Work effectively with individuals and teams in order to understand conflict and the resolution thereof. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one`s activities so that conflict can be identified and dealt with. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse and identify information supplied by parties to a conflict in order to accurately convey them to affected parties. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with an employer with regard to conflict issues. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  58394   National Certificate: Film and Television Production  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  MICTS 
    Core  93993   National Certificate: Labour Relations Practice  Level 5  NQF Level 05  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Core  50245   National Certificate: Maintenance Coordination  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered" 
    2010-11-11  TETA 
    Core  49337   National Certificate: Multi-National Safety and Security Operations Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  SAS SETA 
    Core  50060   National Certificate: Public Administration  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 
    Core  58802   National Diploma: Disability Employment Practice  Level 5  NQF Level 05  Reregistered  2023-06-30  SABPP 
    Core  79808   National Diploma: Occupational Safety  Level 5  NQF Level 05  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  73129   National Diploma: Public Relations Practice  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Core  64330   National Certificate: Mission Corporate Services Management  Level 6  Level TBA: Pre-2009 was L6  Reregistered  2023-06-30  PSETA 
    Core  49783   National Diploma: Joint and Multi-National Operations  Level 6  NQF Level 06  Reregistered  2023-06-30  SAS SETA 
    Core  61729   National Diploma: Policing  Level 6  NQF Level 06  Reregistered  2023-06-30  SAS SETA 
    Fundamental  49398   National Certificate: Incident Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  TETA 
    Fundamental  50419   National Certificate: Port Control and Admissions  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered" 
    2009-06-29  Was PSETA until Last Date for Achievement 
    Elective  79986   Further Education and Training Certificate: Dance Instruction  Level 4  NQF Level 04  Reregistered  2023-06-30  CATHSSETA 
    Elective  50081   Further Education and Training Certificate: Leadership Development  Level 4  NQF Level 04  Reregistered  2023-06-30  LG SETA 
    Elective  57713   Further Education and Training Certificate: Specialist Security Practices  Level 4  NQF Level 04  Reregistered  2023-06-30  SAS SETA 
    Elective  58696   National Certificate: Close Protection  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  SAS SETA 
    Elective  59201   National Certificate: Generic Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  66869   National Certificate: Home Affairs Services  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 
    Elective  58978   National Certificate: Journalism  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  MICTS 
    Elective  79406   National Certificate: Maintenance Coordination  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  MERSETA 
    Elective  59258   National Certificate: Polygraphy  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  SAS SETA 
    Elective  63529   National Certificate: Railway Signalling Technology  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  TETA 
    Elective  57450   National Diploma: Automotive Diagnostics and Repair  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered" 
    2009-02-18  Was MERSETA until Last Date for Achievement 
    Elective  50333   National Diploma: Occupationally Directed Education, Training and Development Practices  Level 5  NQF Level 05  Reregistered  2023-06-30  ETDP SETA 
    Elective  58309   National Diploma: Project Management  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Elective  50330   Bachelor: Occupationally Directed Education Training and Development Practices  Level 6  NQF Level 07  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. A5 COMPETENCE EVOLUTION PTY LTD 
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    3. ABVAHO PHANDA GROUP PTY LTD 
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    10. Africa Institute For Public Administration 
    11. AFRICAN ETD ACADEMY 
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    21. Amadube Investments CC 
    22. AMALUNGELO TRAINING GROUP PTY LTD 
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    93. eMedia Investment 
    94. ENGLISH BUSINESS SKILLS TRAINING 
    95. Enjo Consultants 
    96. ERNST & YOUNG INC 
    97. EXECUPRIME BUSINESS COLLEGE 
    98. EXPERIENTIAL TECHNOLOGIES PTY LTD 
    99. Falcon Business Institute (Pty) Ltd 
    100. Felix Risk Training Consultants 
    101. FILM Mentorship & Training 
    102. Fire Protection Association of Southern Africa 
    103. Footprint Media academy Pty ltd 
    104. FORUM SEKURITEIT 
    105. Frugatrax Consultants 
    106. FUTURE PERFORMANCE TRAINING PTY LTD 
    107. GCINA HUMAN POTENTIAL PTY LTD 
    108. Goitsikitso Enterprise Trading 
    109. GREENCHILD PROJECT 
    110. GROWTH POINT LEARNING SOLUTIONS 
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    112. HR CONSULTANCY AND LEARNING PTY LTD 
    113. HR MATTERS PTYLTD 
    114. I-FUNDI 
    115. IALE School of Advanced Learning and Education (Pty) Ltd 
    116. IDLEADS 
    117. IMBOKODO BUSINESS NETWORKS PTY LTD 
    118. IMITHENTE DEVELOPMENT HOLDINGS PTY LTD 
    119. IMSIMBI TRAINING PTY LTD 
    120. In Excess Trading 22 T/A ATTI Polokwane 
    121. INDALO TRADINGS PTY LTD 
    122. INJABULO HOME GROWN LEARNING AND DEVELOPMENT SOLUTIONS 
    123. INNOVATIVE KNOWLEGE WORX TRADING AND PROJECTS PTY LTD 
    124. INNOVATIVE SHARED SERVICES 
    125. INSTITUTE OF PEOPLE DEVELOPMENT 
    126. INTELLIGENT AFRICA MARKETING & TRAINING 
    127. INTELLIGO SOLUTIONS PTYLTD 
    128. INTERNATIONAL INSTITUTE OF BUSINESS & MANAGEMENT IIBM PTY LTD 
    129. IQ Group Holdings (Pty) Ltd 
    130. IQ Skills Academy (PTY) LTD. 
    131. IZIPHO ZOMPHAKATHI MULTISKILLS 
    132. JACKSON LEADERSHIP & MANAGEMENT CONSULTANTS 
    133. Jeppe College of Commerce and Computer Studies 
    134. Jobafrik Consulting 
    135. JVR ACADEMY 
    136. K & Y TRAINING SOLUTIONS 
    137. K Shabangu FET College 
    138. K V FUZE TRADING PTY LTD 
    139. KAGISHO BUSINESS CONCEPTS (Pty) LTD 
    140. KAHANI TRAINING AND CONSULTING PTY LTD 
    141. KALIDEEN MANAGEMENT SERVICES 
    142. Kamanga Skills Projects 
    143. Karabo Ya Karabo 
    144. KENO CONSULTING PTY LTD 
    145. Kernel Management and Consulting (PTY) LTD. 
    146. KEY WELLNESS GROUP OF COMPANIES PTY LTD 
    147. Kgolo Institute 
    148. KHOSITHI TRAINING 
    149. KHULISANE ACADEMY 
    150. KINGSBURY INTERNATIONAL COLLEGE SA PTY LTD 
    151. KITCHERSAULOS TRADING AND PROJECTS 
    152. KLM EMPOWERED HUMAN SOLUTIONS SPECIALISTS PTYLTD 
    153. KNOWLEDGE QUEST PTY LTD 
    154. KOFTECH INSTITUTE OF TECHNOLOGY 
    155. KOKANO PROJECTS PTY LTD 
    156. KUKHULA GLOBAL PROJECTS PTY LTD 
    157. Kundani Trading 
    158. KVR TRAINING AND BUSINESS SOLUTIONS PTY LTD 
    159. KWELANGA TRAINING PTY LTD 
    160. KWEZI LOMSO TRAINING AND SERVICES 
    161. KWINDLA INSTITUTE OF LEARNING AND CONSULTING 
    162. Lagnita Skills Solutions 
    163. LANHAM-LOVE CONSULTING PTY LTD 
    164. LEANO HUMAN CAPITAL SOLUTIONS PTY LTD 
    165. LEVELS OF LEADERSHIP PTY LTD 
    166. Lewerb Holdings (PTY) Ltd 
    167. LFP TRAINING CONSULTANTS 
    168. LIGHTON SOCIAL CHANGE PTY LTD 
    169. LIMBA HOLDINGS 
    170. LIP HOLDINGS 
    171. LNR TRAINING AND DEVELOPMENT PTYLTD 
    172. LSC STAFFING SOLUTIONS PTY LTD 
    173. LULWANDLE TRAINING CONSULTANTS 
    174. M.I.C. Training and Development 
    175. Maccauvlei Learning Academy 
    176. MACCAUVLEI LEARNING ACADEMY PTY LTD 
    177. MADYONZI TRADING AND PROJECTS 
    178. MAFUMANI TRADING 
    179. MAGOS GROUP CC 
    180. MAHARISHI INVINCIBILITY INSTITUTE 
    181. MAKARIOS LEADERSHIP ACADEMY PTY LTD 
    182. MAKEMAGIC TRADING AND PROJECTS 777PTY LTD 
    183. Makhophila Business Enterprise 
    184. Management College of Southern Africa (MANCOSA) 
    185. MANAGEMENT DEVELOPMENT INSTITUTE OF SOUTH AFRICA 
    186. Mangalani Business Enterprises 
    187. Maqhawe College 
    188. MATHOLWANE CONSUTING 
    189. MCANYI GENERAL SUPPLY PTY LTD 
    190. MERIT BUSINESS INSTITUTE 
    191. MGWENA AND ZINJHIVA HOLDINGS 
    192. Mgwezane Training and Events Management CC. 
    193. Miczo's Enterprise 
    194. MIKYLE CONSULTING CC 
    195. MILA CLEANING SERVICES PTY LTD 
    196. Mission Point Consulting 
    197. ML VILJOEN CONSULTANTS 
    198. Mmalethabo Consulting 
    199. Mod-Mosh Projects and Consulting (PTY) LTD 
    200. MOONRAISES STRATEGIC SOLUTIONS 
    201. Mortarboard Training Solutions 
    202. MPEMBE PROJECT MANAGEMENT 
    203. MPHOLAFUDI HOLDINGS TRADING AS MPHOLAFUDI INSTITUTE 
    204. MTHENGENYA & ASSOCIATES 
    205. Ndivuka Skills Development 
    206. NEMBA CAPITAL CC 
    207. Networx for Career Development 
    208. NEUROCOACH INSTITUTE PTY LTD 
    209. NEW BEGINNINGS STAFFING PTY LTD 
    210. NEW GENERATION SKILLS 
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    213. Nhlahle Development Agency 
    214. NJ & L Trading Enterprise CC. 
    215. NJONJOZELA TRADING 
    216. NKOSINGIPHE INKAZIMULO TRADING & PROJECTS PTY LTD 
    217. NOVEL IDEA TRADING 98 
    218. NOVEL IDEA TRAINING 98 CC 
    219. NRBC TRAINING AND DEVELOPMENT PTY LTD 
    220. NS Global Academy 
    221. NS ZONKE MANAGEMENT CONSULTANTS 
    222. Nyankwavi Investment CC. 
    223. ORANGE TRAINING ACADEMY PTY LTD 
    224. ORGANISATIONAL DEVELOPMENT INTERNATIONAL PTY LTD 
    225. PACINAMIX PTY LTD. 
    226. PAM INTER GROUP PTY LTD 
    227. PEAKFORD MANAGEMENT CONSULTING 
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    229. Pioneer Business Consulting 
    230. PIROT SECURITY SERVICES 
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    232. Powernexus 
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    236. PROEXPERT TRAINING 
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    238. PROSAM CONSULTING &TRAINING GROUP 
    239. Pudi's Educational Services And Youth Development 
    240. PUISANONG INVESTMENT ENTERPRISES PTY LTD 
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    261. South African Film Institute 
    262. SPECIAL ASSET PROTECTION SERVICES T/A DE PAUW TRADING CC 
    263. Summat Training Institute 
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    268. Talent Emporium Academy (PTY) Ltd 
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    270. Techtisa (pty) Ltd 
    271. THE BUSINESS SCHOOL OF SOUTH AFRICA PTY LTD. 
    272. The Crimson CO CC. 
    273. THE GRADUATE INSITUTE OF FINANCIAL SCIENCES 
    274. THE HUMAN RESOURCE PRACTICE CC 
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    276. THE WATER ACADEMY 
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    279. Tloumogale Business Development & Consulting 
    280. TPM TRAINING ACADEMY 
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    297. Vicmat Consultants 
    298. VULINDLELA HUMAN PERFORMANCE TECHNOLOGY 
    299. WILLSHIR TRADING 
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    301. YENZA UMEHLUKO/MAKE A DIFFERENCE 
    302. YOLANDE TOOHEY CONSULTANTS PTY LTD 
    303. ZIKODE DEVELOPMENT TRUST PTY LTD 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.