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: 

Use communication skills to handle and resolve conflict in the workplace 
SAQA US ID UNIT STANDARD TITLE
9533  Use communication skills to handle and resolve conflict in the workplace 
ORIGINATOR
SGB Air-conditioning Refrigeration and Ventilation 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 06 - Manufacturing, Engineering and Technology Engineering and Related Design 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
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 
Identify a conflict situation and communicate in such a way that the conflict can be resolved in a constructive manner. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
ABET Level 4 Literacy. 

UNIT STANDARD RANGE 
Commonly occuring conflicts in the South African work situation. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Demonstrate an understanding of different conflict situations in the workplace 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Different conflict situations that occur in the workplace are listed. 

ASSESSMENT CRITERION 2 
2. Examples of conflict situations are given and the conflicts described. 

ASSESSMENT CRITERION 3 
3. Role-players in conflict situations are listed. 

ASSESSMENT CRITERION 4 
4. Reasons why conflict occurs are listed and discussed. 

SPECIFIC OUTCOME 2 
State and explain the difference between feelings and actual problem (contents) 
OUTCOME NOTES 
State and explain the difference between feelings and actual problem (contents) when dealing with conflict. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Behaviour of different people in a conflict situation is discussed. 

ASSESSMENT CRITERION 2 
2. Own feelings when in a conflict situation is discussed. 

ASSESSMENT CRITERION 3 
3. Own behaviour when in a conflict situation is discussed. 

ASSESSMENT CRITERION 4 
4. The process of reaction in a conflict situation to solving the problem is demonstrated through exercises. 

SPECIFIC OUTCOME 3 
Handle and resolve a conflict in the workplace 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Methods to resolve conflict are identified and explained. 

ASSESSMENT CRITERION 2 
2. Conflict situation and possible methods of resolving the conflict are demonstrated by means of a role-play. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
Any person wishing to be assessed against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA, who may appoint a moderator to be present at the assessment. 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
The difference between feelings and facts in a conflict situation, and an understanding of the need to deal with the feelings of the other person in order to handle and resolve the conflict. 


Critical Cross-field Outcomes (CCFO): 

UNIT STANDARD CCFO COMMUNICATING 
Communicating effectively:
  • Using language skills 

  • UNIT STANDARD CCFO CONTRIBUTING 
    Learner and societal development:
  • Contribute to the full development of each learner and the social and economic development of the society at large because learners gain confidence through their ability to communicate effectively 

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

    UNIT STANDARD NOTES 
    Supplementary information:

    Role-play should be used. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  80786   National Certificate: Home-Care Practices  Level 2  NQF Level 02  Reregistered  2023-06-30  SERVICES 
    Core  48794   National Certificate in Quality Checking of Tyres and Tyre Components  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  21005   National Certificate: Automotive Component Manufacturing and Assembly  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2008-11-01  Was MERSETA until Last Date for Achievement 
    Core  67465   National Certificate: Business Administration Services  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Core  49600   National Certificate: Development Practice  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2009-05-13  Was ETDP SETA until Last Date for Achievement 
    Core  23258   National Certificate: Industrial Rubber Manufacturing: Mixing OR Extruding OR Moulding OR Calendaring  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2011-02-16  MERSETA 
    Core  67329   National Certificate: Inshore Maritime Operations  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  TETA 
    Core  21015   National Certificate: Metal and Engineering Manufacturing Processes  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2011-02-16  Was MERSETA until Last Date for Achievement 
    Core  58719   National Certificate: Metals Processing  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  49019   National Certificate: Metals Production  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered" 
    2007-04-07   
    Core  49449   National Certificate: Plastics Manufacturing  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  20889   National Certificate: Plastics Manufacturing  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered" 
    2005-04-13  Was MERSETA until Last Date for Achievement 
    Core  36155   National Certificate: Polymer Composite Fabrication  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  79407   National Certificate: Polymer Compound Manufacturing  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  21012   National Certificate: Power and Telecommunication Cable Manufacturing  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  57899   National Certificate: Printing and Manufacture of Packaging  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  FPMSETA 
    Core  60369   National Certificate: Strata Control Operations  Level 3  NQF Level 03  Reregistered  2023-06-30  MQA 
    Core  24217   National Certificate: Thermoplastic Fabrication  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  48798   National Certificate: Tyre and Tyre Component Manufacturing  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  48795   National Certificate: Tyre Assembly  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  24213   National Certificate: Welding Application and Practice  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered" 
    2006-12-03  MERSETA 
    Core  60650   Professional Qualification: Business Administration  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Fundamental  20720   National Certificate: Air-Conditioning, Refrigeration and Ventilation  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered" 
    2004-06-13  Was MERSETA until Last Date for Achievement 
    Fundamental  48727   National Certificate: Sugar Manufacturing and Refining Technical Maintenance  Level 3  NQF Level 03  Reregistered  2023-06-30  AgriSETA 
    Elective  48963   National Certificate: Air-Conditioning, Refrigeration and Ventilation  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2009-03-12  Was MERSETA until Last Date for Achievement 
    Elective  65489   National Certificate: Air-Conditioning, Refrigeration and Ventilation  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Elective  78923   National Certificate: Autotronics  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Elective  22859   National Certificate: Autotronics  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2009-11-07  Was MERSETA until Last Date for Achievement 
    Elective  24456   National Certificate: Maintaining Vehicles  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2008-02-06  Was MERSETA until Last Date for Achievement 
    Elective  23255   National Certificate: Mechanical Engineering: Fitting and Machining  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Elective  22771   National Certificate: Mechatronics  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2009-07-29  Was MERSETA until Last Date for Achievement 
    Elective  67609   National Certificate: Mechatronics  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Elective  79666   National Certificate: Metal and Engineering Manufacturing Processes  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Elective  65549   National Certificate: Mining Technical Support  Level 3  NQF Level 03  Reregistered  2023-06-30  MQA 
    Elective  79806   National Certificate: Occupational Hygiene and Safety  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  50543   National Certificate: Small Craft Construction  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered" 
    2009-08-31  Was MERSETA until Last Date for Achievement 
    Elective  57886   National Certificate: Welding Application and Practice  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  78529   Further Education and Training Certificate: Chemical Operations  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  58801   Further Education and Training Certificate: Environmental Noise Practice  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  LG SETA 
    Elective  48962   Further Education and Training Certificate: Manufacturing and Assembly Logistics (M&AL)  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 
    Elective  79807   Further Education and Training Certificate: Occupational Hygiene and Safety  Level 4  NQF Level 04  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. Adcorp Technical Training 
    2. Africa International Training Facilities T/A AITF (BREDELL) (TP) 
    3. Air Conditioning Refrigeration Academy T/A ACRA (Edenvale) (TP) 
    4. AIR TRAINING CONSULTING & SERVICES 
    5. All Access Holdings 
    6. Alvern Cables (Pty) Ltd (GERMISTON) (TP) 
    7. ANGLOGOLD ASHANTI LTD (V/R) 
    8. ArcelorMittal South Africa Ltd (VANDERBIJLPARK) (TP) 
    9. Barloworld South Africa (Pty) Ltd T/A Barloworld-Equipment (ISANDO) (T 
    10. Belique Training Centre cc (ALBERTON) (TP) 
    11. Bell Equipment Company SA (Pty) Ltd (ALTON) (TP) 
    12. BELMET TRAINING CENTRE T/A BELMET MARINE (PTY) LTD (Bellville)(TP) 
    13. Bevline Mechanical Projects (Pty) Ltd (PROSPECTON) (TP) 
    14. Black Eagle Training (PIETERMARITZBURG) (TP) 
    15. Blue Horison Properties 53 (Pty) Ltd T/A Durnacol Skills Innovation Hu 
    16. BMW SA (Pty) Ltd (ROSSLYN) (TP) 
    17. Boland Public FET College - Worcester Campus 
    18. BPC HR Solutions (PRETORIA) (TP) 
    19. Bridgestone South Africa (Pty) Ltd - Brits Plant (BRITS) (TP) 
    20. Bridgestone South Africa (Pty) Ltd - Isando Branch (ISANDO) (TP) 
    21. Bridgestone South Africa (Pty) Ltd - PE Plant (PORT ELIZABETH) (TP) 
    22. CEBC Construction Engineering & Belting T/A CEBC - Welding School (DUR 
    23. Coastal Kzn F.E.T. College - Swinton Road Campus 
    24. COLLEGE OF CAPE TOWN (Pinelands Campus)(DTTC) 
    25. College of Production Technology 
    26. COLLIERY TRAINING COLLEGE 
    27. Columbus Stainless (Pty) Ltd (MIDDELBURG) (TP) 
    28. Continental Tyres SA (Pty) Ltd (NEW BRIGHTON) (TP) 
    29. CREATIVE FOUNDATION TRAINING 
    30. Dawsons Training Academy (Pty) Ltd (DURBAN) (TP) 
    31. DIGGERS TRAINING AND DEVELOPMENT SERVICES 
    32. DMP Training (PINETOWN) (TP) 
    33. Eastcape Midlands Public FET College - Uitenhage (High Street)Campus 
    34. Eastcape Training Centre 
    35. EBS TRAINING ACADEMY (PTY) LTD (Witbank)(TP) 
    36. ERGO BUSINESS DEVELOPMENT ACADEMY 
    37. False Bay Public FET College - Westlake Campus 
    38. Gert Sibande Public FET College - Standerton Campus 
    39. Gijima AST Holdings (Pty) Ltd T/A Fundi Training Centre (BENONI) (TP) 
    40. Gijima Holdings (Pty) Ltd T/A Industrial Skills Development - Middelb 
    41. Glencore Operation South Africa (Pty) Ltd 
    42. Golden Arrow Bus Services 
    43. Goodyear SA (Pty) Ltd (UITENHAGE) (TP) 
    44. HARMONY GOLD MINING COMPANY LIMITED 
    45. HV Consultants (Pty) Ltd (PORT ELIZABETH) (TP) 
    46. Icando 
    47. IFIHLILE TRAINING ACADEMY GAUTENG (PTY) LTD (Halfway House)(TP) 
    48. Imperial Technical Training Academy (WADEVILLE) (TP) 
    49. Industries Education & Training Institute (MAITLAND) (TP) 
    50. INDUSTRIES EDUCATION & TRAINING INSTITUTE - PE TTC 
    51. INDUSTRIES EDUCATION & TRAINING INSTITUTE - PORT ELIZABETH 
    52. ITHEMBA INSTITUTE OF TECHNOLOGY 
    53. Izizwe Training Centre (Pty) Ltd T/A Simtech Training (NORTHDENE) (TP) 
    54. JESUA CONSULTANTS (Hartenbos) (WA) 
    55. Jesua Consultants (Pty) Ltd (MOSSEL BAY) (TP) 
    56. Jobafrik Consulting 
    57. Kalideen Management 
    58. KHUTALA COLLIERY 
    59. Masiqhame Trading 81 cc T/A Kim's Welding School (AUSTERVILLE) (TP) 
    60. McCarthy Academy Cape Town (BLACKHEATH) (TP) 
    61. McCarthy Automotive Artisan Academy (MIDRAND) (TP) 
    62. McCarthy Automotive Artisans Academy (PINETOWN) (TP) 
    63. MCD Training Centre (Pty) Ltd (MEYERTON) (TP) 
    64. MCD Training Centre (Pty) Ltd (VEREENIGING) (TP) 
    65. Mercedes Benz South Africa (Pty) Ltd (CENTURION) (TP) 
    66. Mercedes Benz South Africa (Pty) Ltd (EAST LONDON) (TP) 
    67. MESSINA PLATINUM MINES 
    68. METSKILL (PTY) LTD 
    69. MODIKWA PLATINUM MINE 
    70. MOOLMAN BROS CONST CO PTY 
    71. Mopani South East FET College - Phalaborwa Campus 
    72. MSC Artisan Academy (Pty) Ltd T/A Master Artisan Academy SA (EAST LOND 
    73. Myrtle Empowerment and Projects CC (SPRINGS) TP 
    74. MZANSI SKILLS BASE CC (Selby)(TP) 
    75. Nhlahle Development Agency 
    76. Northlink College - Bellville Campus 
    77. NSA MultiServicers cc T/A Riverport SHE Training Academy (GONUBIE) (TP) 
    78. NTHUSENG TECHNICAL TRAINING CENTRE (East End)(TP) 
    79. OPEN TRADE TRAINING CENTRE (Springs)(TP) 
    80. Organisation Development International (Pty) Ltd (CENTURION) (TP) 
    81. P and R Development and Training (Pty) Ltd 
    82. Palabora Copper Pty Ltd 
    83. PHATSIMA ENGINEERING TRAINING & DEVELOPMENT CC (Potchefstroom)(TP) 
    84. Planet Waves 237 (Pty) Ltd T/A Occupational Learning Centre (OLC) (PRE 
    85. Plastics Federation of South Africa (MAITLAND) (TP) 
    86. Plastics Federation of South Africa (MIDRAND) (TP) 
    87. Plastics Federation of South Africa (WESTMEAD) (TP) 
    88. Polyoak Business School (Pty) Ltd (DIEP RIVER) (TP) 
    89. PS Productive Services (WESTVILLE) (TP) 
    90. Qabuka-Vuka Development Trading 
    91. QTE Training & Consulting cc T/A QTE (GERMISTON) (TP) 
    92. Qualitas Training cc (SELBY) (TP) 
    93. Rehoboth Welding Assessment & Training (JACBOS) (TP) 
    94. Russ Projects T/A Academy Workplace Development (AWD) (HARRIETDALE) (T 
    95. Rustenburg Platinum Mines Ltd 
    96. SAFETY TRAINING PRACTITIONERS PTY LTD 
    97. Samsons School of Welding T/A Samsons Skills Development Institute (DU 
    98. Seasons Find 550 cc T/A Anthony's Welding Training Academy (MARBURG) ( 
    99. Sedibeng Artisan Skills Training Centre (VEREENIGING) (TP) 
    100. Service Corps T/A Works Training School (ELANDSFONTEIN) (TP) 
    101. SG Coal (Pty) Ltd (TP) 
    102. Shukela Training Centre 
    103. SIBANYE GOLD ACADEMY PROPRIETARY LIMITED 
    104. SSS Sheet Metal Work cc T/A Sheetech SA (DURBAN) (TP) 
    105. St Anthony's Education Centre (BOKSBURG) (TP) 
    106. Steele Bros Labour Hire T/A Steele Bros Training Centre (ELDORADO PARK 
    107. Steinmuller Africa (Pty) Ltd T/A Steinmuller Technical Training Academ 
    108. SWARANANG MANAGEMENT CONSULTING CC 
    109. Swift Skills Academy (Pty) Ltd (Killarney Gardens) TP 
    110. Technology Risk Solutions 
    111. Tekmation (Pty) Ltd T/A Tekmation Training Institute (DURBAN) (TP) 
    112. The Automobile Association of South Africa T/A AA Training Academy (MO 
    113. THE NEW RECLAMATION GROUP (PTY) LTD (Prospecton) (TP) 
    114. THE SAJ COMPETENCY TRAINING INSTITUTE CC 
    115. The Skills College for Development & Training cc (PRETORIA) (TP) 
    116. Toyota Academy Toyota SA Motors (Pty) Ltd (ISIPINGO) (TP) 
    117. Toyota Academy Toyota SA Motors (Pty) Ltd (SANDTON) (TP) 
    118. Tubular Holdings (Pty) Ltd (EMALAHLENI) (TP) 
    119. Umfolozi FET College - Central Office 
    120. Umfolozi FET College - Mandeni Campus 
    121. Volkswagen of South Africa (Pty) Ltd - Technical Learning Academy (UIT 
    122. Wavelength T.T.I 
    123. West Coast Public FET College - Vredenburg Campus 
    124. WESTERN PLATINUM MINE 
    125. Wilbat Projects 148 (Pty) Ltd (ISIPINGO) (TP) 
    126. Winters Business Enterprise T/A Winters Tradesman Technical Tuition (PRETORIA) (TP) 
    127. WISPECO ALUMINIUM (Alrode)(Project Site NVC)(TP) 
    128. World Focus 382 cc T/A Richards Bay Technical Training & Assessment Centre (ZCBF) (RICHARDS BAY) (TP) 
    129. Xstrata South Africa t/a CHROME DIVISION-RUSTENBURG PLANT 
    130. XTRACT TRAINING SERVICES (PTY) LTD 
    131. Y3K Training cc (CAPE TOWN) (TP) 



    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.