SAQA 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.
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. ABA Sebenzi 
    2. ABONGILE MNYANDA TRADING CC T/A EKO KOBRA 
    3. ADVANCED RISK SOLUTIONS 10000 (PTY) LTD 
    4. AFRIC POLICING INSTITUTE 
    5. AFRICA COMPETENCY DEVELOPMENT (PTY)LTD 
    6. Africa Corporate Training Institute and HR Consulting 
    7. Africa Institute For Public Administration 
    8. Afriwealth Consulting 
    9. AfroXpert Performance Developement cc 
    10. AIM TRAINING 
    11. AIR DEFENCE ARTILLERY SCHOOL 
    12. AKAF BODYGUARDS 
    13. All Access Holdings 
    14. Amabamba Recruitment 
    15. Amadube Investments CC 
    16. Amaqamu Project Management and Consulting 
    17. Ariyan and Ariyan Learning Warehouse t/a Southern African Institute of Learning (SAIL) 
    18. Artshub Institute (Pty) Ltd 
    19. Asiphokuhle Training and Research Institute 
    20. ASSESSMENT COLLEGE OF SOUTH AFRICA PTY LTD 
    21. ATTI Nelspruit Pty Ltd 
    22. AVAX SA 481 CC. T/A Mandisa Development Services 
    23. Ayandona Manufacturing and Distribution (Pty) Ltd 
    24. Bephaswana Skills Development (Pty) Ltd 
    25. Bo-Ndu Traiding 
    26. Bohlali Provider Support 
    27. Boikgantsho Consulting & Events 
    28. Boikgantsho Consulting & Events cc 
    29. BRAVEHEART BIO DOG ACADEMY 
    30. Break The Chains Development Services 
    31. Bronyx 
    32. BROOKLYN CITY COLLEGE (PTY) LTD POLOKWANE CAMPUS 
    33. BROOKLYN CITY COLLEGE (PTY) LTD - PRETORIA 
    34. BROOKLYN CITY COLLEGE (PTY) LTD JOHANNESBURG CAMPUS 
    35. BW Khuzwayo Consulting CC 
    36. C Ngubane & Associates Inc. 
    37. CB Willemse Training 
    38. Chartall Business College 
    39. Classic Human Capital Solutions 
    40. Colleen Osorio Skills Development Consultancy cc 
    41. Continuing Education Programme 
    42. Cool Ideas 1 (PTY) LTD. t/a VERYCOOLIDEAS 
    43. Cre8ive Organisational Development 
    44. Creative Arts College 
    45. CTC College(PTY) LTD. 
    46. Customised Training Specialists Trust T/A CTS (PINETOWN) (TP) 
    47. Dabulamanzi & Njabulo Ndaba Consulting cc 
    48. DE BEERS GROUP SERVICES PTY LTD 
    49. Dean Institute Of Learning (Pty) Ltd 
    50. Dee's Training (PTY) LTD 
    51. Didintle Training Services 
    52. DIMASI TRAINING PROVIDERS 
    53. Ditirelo Skills Development Services 
    54. Ditlou Solutions 
    55. Divine Inspiration Trading 704 PTY Ltd 
    56. DYNA TRAINING (PTY) LTD (Cape Town) 
    57. Education Connection Spacers NPC 
    58. EDUTEL SKILLS DEVELOPMENT PTY LTD 
    59. EKHURHULENI SHOOTING AND TRAINING ACADEMY 
    60. Elective Training Institute Enterprise CC 
    61. eMedia Investment 
    62. Emergence Learning Academy (Pty) Ltd 
    63. ENFORCE SECURITY SERVICES PTY LTD ETHEKWINI 
    64. Enjo Consultants 
    65. ENLIGHTENED SECURITY FORCE 
    66. Fabulous City Trading 
    67. Falcon Business Institute (Pty) Ltd 
    68. FALCON FIREARM ACADEMY 
    69. FILM Mentorship & Training 
    70. Fire Protection Association of Southern Africa 
    71. Footprint Media academy Pty ltd 
    72. Frugatrax Consultants 
    73. G4S SECURE SOLUTIONS (SA) (PTY) LTD WYNBERG 
    74. Gauteng Central College PTY LTD 
    75. Global Maritime Legal Solutions Pty Ltd 
    76. GOBELA CONSULTING 
    77. Goitsikitso Enterprise Trading 
    78. Gotsec Skills Training 
    79. Hadassah Security Consultants Cc 
    80. His Mercy Learning Academy 
    81. HJN TRAINING CC Pretoria 
    82. HLANGANANI COMPUTECH COLLEGE PTY LTD 
    83. Hlombe and Associates 
    84. IALE School of Advanced Learning and Education (Pty) Ltd 
    85. Igugu Training and Investments 
    86. Ikgodiseng Business Consulting 
    87. IMPI TRAINING (PTY)LTD 
    88. IMVULA SKILLS DEVELOPMENT ACADEMY 
    89. In Excess Trading 22 T/A ATTI Polokwane 
    90. Inkwe Sekuriteit Bk 
    91. IPELENG RISK MANAGEMENT SERVICES PTY LTD 
    92. IQ Skills Academy (PTY) LTD. 
    93. Isamon Integrated 
    94. Isamon Vocational College of Excellence Pty Ltd 
    95. Jeppe College of Commerce and Computer Studies 
    96. Jobafrik Consulting 
    97. Josmap Training Institute 
    98. JTM Empowered 
    99. Kalideen Management 
    100. Kamanga Skills Projects 
    101. Karabo Ya Karabo 
    102. Kernel Management and Consulting (PTY) LTD. 
    103. Kgolo Institute 
    104. Kgotla Trading Enterprise 
    105. Khaas Training Academy 
    106. KHOMBO SECURITY AND TRAINING CC 
    107. Khosithi Training 
    108. Khula Nonke Training & Development 
    109. kitso Interventions 
    110. Kundani Trading 
    111. Lagnita Skills Solutions 
    112. Learnership Support Systems (Pty) Ltd 
    113. Lebo and Son Investment 
    114. Leronsa Trading Enterprise 
    115. Lewerb Holdings (PTY) Ltd 
    116. LMMM Training and Development 
    117. M.I.C. Training and Development 
    118. Maccauvlei Learning Academy 
    119. Magumzane Traiding cc 
    120. Makhophila Business Enterprise 
    121. Makwedeng Training 
    122. Management College of Southern Africa (MANCOSA) 
    123. Mangalani Business Enterprises 
    124. Maqhawe College 
    125. MAS SAFE SECURITY CC 
    126. MEC TRAINING (PTY) LTD 
    127. Media Village Communication 
    128. MENTORNET (PTY) LTD 
    129. Mgwezane Training and Events Management CC. 
    130. Miczo's Enterprise 
    131. Mimoisa Business Solutions CC 
    132. Minotime (PTY) LTD 
    133. Mission Point Consulting 
    134. MJ Mafunisa Consulting (PTY) LTD 
    135. Mmalethabo Consulting 
    136. MML Consulting CC. 
    137. MN Psychological Consulting 
    138. Mod-Mosh Projects and Consulting (PTY) LTD 
    139. MOLEMA DEVELOPMENT TRAINING 
    140. Mortarboard Training Solutions 
    141. Mosako Wa Kitso 
    142. MTK Corporate Solutions 
    143. Multiple Productive Management Solutions 
    144. MWG Logistical Services 
    145. NAD SECURITY SERVICES 
    146. Nastec Cc 
    147. Neopeo Trading & Projects 
    148. Nero Training Consultants cc 
    149. Networx for Career Development 
    150. Nhlahle Development Agency 
    151. NJ & L Trading Enterprise CC. 
    152. Nkinane Training Institute and Consulting (Pty) Ltd 
    153. Nkqubela Community Developers 
    154. NS Global Academy 
    155. Ntokosi Consulting 
    156. Ntsangalala Business Enterprise 
    157. NU LAW FIREARMS COMPLIANCE 
    158. Nyankwavi Investment CC. 
    159. OMNI HR CONSULTING PTY LTD 
    160. Pioneer Business Consulting 
    161. Pitt Institute T/A Imithombo Institute 
    162. PMA Holdings (PTY ) LTD. 
    163. Power Rush Trading 170 CC. 
    164. Powernexus 
    165. PRIOR LEARNING CENTRE 
    166. Pro Jentibus Sports Development NPC 
    167. Pudi's Educational Services And Youth Development 
    168. QHIMECI TRADING ENTERPRISE 
    169. Quick Leap Investment 
    170. REBAGONI TRADING AND PROJECTS T/A THE SOUTH AFRICAN SECURITY ACADEMY 
    171. Reflections Development Institute 
    172. Regenesys Management (Pty) Ltd 
    173. Regent Business School (Pty) Ltd t/a Regent Business School 
    174. Resonance Institue of Learning 
    175. ROMULA BUSINESS ENTERPRISES T/A SIYAFUNDA SECURITY ACADEMY 
    176. SAHARA EDUCATION. TRAINING. DEVELOPMENT 
    177. Saint Colonel Graduate Institute (PTY) Ltd 
    178. Sanchaa Connection 
    179. SAS SALDANHA 
    180. Sasalethu Consulting and Associates 
    181. SAZM TRADING AND PROJECTS PTY LTD 
    182. SBV SERVICES BLOEMFONTEIN 
    183. SBV SERVICES PRETORIA 
    184. Scan Training Solutions 
    185. SECURITY BEYOND 2000 
    186. SEVEN ARROWS PROTECTION ALLIANCE CC 
    187. SHEMULA TRADING ENTERPRISE 
    188. SILVER SOLUTIONS SECURITY 1713 CC 
    189. SIT INVESTMENT HOLDINGS 
    190. Siyakhulisa Leadership Academy 
    191. Sogwa Business Enterprise 
    192. South African ABET Development Agency SAADA 
    193. SOUTH AFRICAN NATIONAL WAR COLLEGE 
    194. SPECIAL ASSET PROTECTION SERVICES KRAAIFONTEIN 
    195. STALLION LEARNING CENTRE PTY LTD 
    196. STARPLEX 408 CC 
    197. Summat Training Institute 
    198. SWARANANG MANAGEMENT CONSULTING CC 
    199. Talent Emporium Academy (PTY) Ltd 
    200. Tankimo Trading (Pty) Ltd 
    201. Team Dynamix 
    202. The Crimson CO CC. 
    203. The Institute of People Development 
    204. The Iscariota Group (Pty) Ltd 
    205. The Media Workshop cc 
    206. Thuto Adult Centre 
    207. Thuto Lere Community Empowerment Programme 
    208. Thuto Ya Setshaba Training Services (Pty) Ltd 
    209. Thuto-Boswa Education and Training Solution 
    210. Tloumogale Business Development & Consulting 
    211. TMG Quality Services 
    212. Tradesman Consulting and Training Solutions 
    213. Training Answers 
    214. Triads Management Services 
    215. Tsebo Kitso Trainings 
    216. Tsebong Training Centre 
    217. Tshwane Training Institute (PTY) LTD. 
    218. UBUNTU 
    219. Ubuqhawe Consulting (Pty) Ltd 
    220. Ukhamba Quality Skills 
    221. Ulwazi Training & Development 
    222. Umfolozi FET College 
    223. Umsenge SDCS 
    224. UTHUSO TRAINING INSTITUTE PTY LTD 
    225. Uweso Consulting (Pty) Ltd 
    226. Vantage Training 
    227. Vicmat Consultants 
    228. Visionary Academy 
    229. Vutivi Training and Skills Development 
    230. WARRANT OFFICER ACADEMY 
    231. Work Skills Resources 
    232. Ya Hina Management Consulting and projects 
    233. Yenza Umehluko NPO 



    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.