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  2015-07-01  2018-06-30  SAQA 10105/14 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-06-30   2022-06-30  

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  2018-06-30  MICTS 
    Core  93993   National Certificate: Labour Relations Practice  Level 5  NQF Level 05  Reregistered  2018-06-30  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  2018-06-30  SAS SETA 
    Core  50060   National Certificate: Public Administration  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2018-06-30  PSETA 
    Core  58802   National Diploma: Disability Employment Practice  Level 5  NQF Level 05  Reregistered  2018-06-30  SABPP 
    Core  79808   National Diploma: Occupational Safety  Level 5  NQF Level 05  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Core  73129   National Diploma: Public Relations Practice  Level 5  NQF Level 05  Reregistered  2018-06-30  SERVICES 
    Core  64330   National Certificate: Mission Corporate Services Management  Level 6  Level TBA: Pre-2009 was L6  Reregistered  2018-06-30  PSETA 
    Core  49783   National Diploma: Joint and Multi-National Operations  Level 6  NQF Level 06  Reregistered  2018-06-30  SAS SETA 
    Core  61729   National Diploma: Policing  Level 6  NQF Level 06  Reregistered  2018-06-30  SAS SETA 
    Fundamental  49398   National Certificate: Incident Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2018-06-30  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  2018-06-30  CATHSSETA 
    Elective  50081   Further Education and Training Certificate: Leadership Development  Level 4  NQF Level 04  Reregistered  2018-06-30  LG SETA 
    Elective  57713   Further Education and Training Certificate: Specialist Security Practices  Level 4  NQF Level 04  Reregistered  2018-06-30  SAS SETA 
    Elective  58696   National Certificate: Close Protection  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2018-06-30  SAS SETA 
    Elective  59201   National Certificate: Generic Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  66869   National Certificate: Home Affairs Services  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2018-06-30  PSETA 
    Elective  58978   National Certificate: Journalism  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2018-06-30  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  2018-06-30  SAS SETA 
    Elective  63529   National Certificate: Railway Signalling Technology  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2018-06-30  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  2018-06-30  ETDP SETA 
    Elective  58309   National Diploma: Project Management  Level 5  NQF Level 05  Reregistered  2018-06-30  SERVICES 
    Elective  50330   Bachelor: Occupationally Directed Education Training and Development Practices  Level 6  NQF Level 07  Reregistered  2018-06-30  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. Africa Corporate Training Institute and HR Consulting 
    2. Africa Institute For Public Administration 
    3. Amaqamu Project Management and Consulting 
    4. Artshub Institute (Pty) Ltd 
    5. Asiphokuhle Training and Research Institute 
    6. BA AND DJ CLEANING AND SECURITY SERVICES 
    7. Big Fish School of Digital Filmmaking (Pty) Ltd 
    8. Boikgantsho Consulting & Events 
    9. Business Management Training College of Southern Africa 
    10. BW Khuzwayo Consulting CC 
    11. Calicom Trading 215 (Pty) Ltd 
    12. CB Willemse Training 
    13. Chartall Business College 
    14. Dean Institute Of Learning (Pty) Ltd 
    15. Didintle Training Services 
    16. Education Connection Spacers NPC 
    17. Falcon Business Institute (Pty) Ltd 
    18. FILM Mentorship & Training 
    19. Fire Protection Association of Southern Africa 
    20. FIREARM COMPETENCY ASSESSMENT AND TRAINING CENTRE PORT SHEPSTONE 
    21. Footprint Media academy Pty ltd 
    22. GOBELA CONSULTING 
    23. HJN TRAINING CC 
    24. IALE School of Advanced Learning and Education (Pty) Ltd 
    25. Ilitha Lelizwe Consulting 
    26. In Excess Trading 22 T/A ATTI Polokwane 
    27. IQ Business Solutions 
    28. IQ Skills Academy (PTY) LTD. 
    29. J. R. SECURITY SERVICES 
    30. Jobafrik Consulting 
    31. Josmap Training Institute 
    32. Kamanga Skills Projects 
    33. Karabo Ya Karabo 
    34. KENTANI SECURITY 
    35. Kgotla Trading Enterprise 
    36. Khula Nonke Training & Development 
    37. Kundani Trading 
    38. KZN Tourism Training Centre 
    39. Makgoka Development Facilitation (PTY) Ltd. 
    40. Makwedeng Training 
    41. Management College of Southern Africa (MANCOSA) 
    42. Mathaveiya Skills Enhancement 
    43. McCarthy Automotive Artisan Academy (MIDRAND) (TP) 
    44. Media Village Communication 
    45. Mgwezane Training and Events Management CC. 
    46. Mimoisa Business Solutions CC 
    47. MJ Mafunisa Consulting (PTY) LTD 
    48. MML Consulting CC. 
    49. MN Psychological Consulting 
    50. Nhlahle Development Agency 
    51. Nkinane Training Institute and Consulting (Pty) Ltd 
    52. Omithombo Management Academy 
    53. ORGANISATIONAL DEVELOPMENT INTERNATIONAL (PTY) LTD 
    54. PMA Holdings (PTY ) LTD. 
    55. Regent Business School (Pty) Ltd t/a Regent Business School 
    56. Sabido eAcademy (Pty) Ltd 
    57. South African Institute of Learning (SAIL) 
    58. South African ABET Development Agency SAADA 
    59. South African Film Institute 
    60. Talent Emporium Academy (PTY) Ltd 
    61. The Crimson CO CC. 
    62. The Media Workshop cc 
    63. Tradesman Consulting and Training Solutions 
    64. Triads Management Services 
    65. Vantage Training 
    66. Work Skills Resources 



    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.