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. ABA Sebenzi 
    2. ADVANCED RISK SOLUTIONS 10000 (PTY) LTD 
    3. AFRIC POLICING INSTITUTE 
    4. AFRICA COMPETENCY DEVELOPMENT (PTY)LTD 
    5. Africa Corporate Training Institute and HR Consulting 
    6. Afriwealth Consulting 
    7. AfroXpert Performance Developement cc 
    8. Agency For Re-Innovation And Development 
    9. AIM TRAINING 
    10. AIR DEFENCE ARTILLERY SCHOOL 
    11. AKAF BODYGUARDS 
    12. All Access Holdings 
    13. Amadube Investments CC 
    14. Amaqamu Project Management and Consulting 
    15. Amelron General Business Enterprise 
    16. Ariyan and Ariyan Learning Warehouse 
    17. ARNL Construction Development Projects 
    18. ART AND SON DISTINCTION SECURITY SERVICES 
    19. Artshub Institute (Pty) Ltd 
    20. ASEZASECURITY AND PROJECTS 
    21. Asiphokuhle Training and Research Institute 
    22. ASSESSMENT COLLEGE OF SOUTH AFRICA PTY LTD 
    23. AVAX SA 481 CC. T/A Mandisa Development Services 
    24. Bashumi Consulting 
    25. Big Fish School of Digital Filmmaking (Pty) Ltd 
    26. Bohlali Provider Support 
    27. Boikgantsho Consulting & Events 
    28. Boikgantsho Consulting & Events cc 
    29. Bonolo Training Institute 
    30. BRAVEHEART BIO DOG ACADEMY 
    31. Break The Chains Development Services 
    32. BROOKLYN CITY COLLEGE (PTY) LTD - PRETORIA 
    33. BROOKLYN CITY COLLEGE (PTY) LTD JOHANNESBURG CAMPUS 
    34. BW Khuzwayo Consulting CC 
    35. Bwise Training Solutions CC 
    36. Calicom Trading 215 (Pty) Ltd 
    37. Chartall Business College 
    38. Continuing Education Programme 
    39. Cool Ideas 1 (PTY) LTD. t/a VERYCOOLIDEAS 
    40. Cre8ive Organisational Development 
    41. CTC College(PTY) LTD. 
    42. Dabulamanzi & Njabulo Ndaba Consulting cc 
    43. DE BEERS GROUP SERVICES PTY LTD 
    44. Dean Institute Of Learning (Pty) Ltd 
    45. Dee's Training (PTY) LTD 
    46. DELTA BLUE TRADING 5 T/A SIZANANI TRAINING DELTA BLUE ACADEMY 
    47. Dependable Consulting (Pty) 
    48. Didintle Training Services 
    49. DM Training Consultants 
    50. EDUTEL SKILLS DEVELOPMENT PTY LTD 
    51. EKHURHULENI SHOOTING AND TRAINING ACADEMY 
    52. Elective Training Institute Enterprise CC 
    53. ENFORCE SECURITY SERVICES PTY LTD ETHEKWINI 
    54. Enjo Consultants 
    55. ENLIGHTENED SECURITY FORCE 
    56. Falcon Business Institute (Pty) Ltd 
    57. FALCON FIREARM ACADEMY 
    58. Faranang Marketing 
    59. Fire Protection Association of Southern Africa 
    60. Footprint Media academy Pty ltd 
    61. Frugatrax Consultants 
    62. G4S SECURE SOLUTIONS (SA) (PTY) LTD WYNBERG 
    63. Global Maritime Legal Solutions (Pty) Ltd 
    64. GOBELA CONSULTING 
    65. Goitsikitso Enterprise Trading 
    66. GOLDFIELDS TVET COLLEGE 
    67. Hadassah Security Consultants Cc 
    68. His Mercy Learning Academy 
    69. HJN TRAINING CC Pretoria 
    70. HLANGANANI COMPUTECH COLLEGE PTY LTD 
    71. Hlombe and Associates 
    72. IALE School of Advanced Learning and Education (Pty) Ltd 
    73. Ikgodiseng Business Consulting 
    74. IMPI TRAINING (PTY)LTD 
    75. IMVULA SKILLS DEVELOPMENT ACADEMY 
    76. In Excess Trading 22 T/A ATTI Polokwane 
    77. Inkqubeko Investment (Pty) Ltd 
    78. Inkwe Sekuriteit Bk 
    79. IPELENG RISK MANAGEMENT SERVICES PTY LTD 
    80. Isamon Integrated 
    81. Izwelethu Black Diamond 
    82. Jobafrik Consulting 
    83. Josmap Training Institute 
    84. Kamanga Skills Projects 
    85. Karabo Ya Karabo 
    86. Kernel Management and Consulting (PTY) LTD. 
    87. Kgolo Institute 
    88. Kgotla Trading Enterprise 
    89. Khaas Training Academy 
    90. Khosithi Training 
    91. KOKANO PROJECTS PTY LTD 
    92. Kundani Trading 
    93. KWEM Management Solutions 
    94. KZN Tourism Training Centre 
    95. Lagnita Skills Solutions 
    96. Learnership Support Systems 
    97. Lewerb Holdings (PTY) Ltd 
    98. LMMM Training and Development 
    99. Lwazi Community Facilitator 
    100. M.I.C. Training and Development 
    101. Maccauvlei Learning Academy 
    102. Makaota Training Consultants 
    103. Makgoka Development Facilitation (PTY) Ltd. 
    104. Makhophila Business Enterprise 
    105. Makwedeng Training 
    106. Mangalani Business Enterprises 
    107. Maqhawe College 
    108. MAS SAFE SECURITY CC 
    109. Mathaveiya Skills Enhancement 
    110. Media Village Communication 
    111. MENTORNET (PTY) LTD 
    112. Mgwezane Training and Events Management CC. 
    113. Mission Point Trading 69 
    114. MJ Mafunisa Consulting (PTY) LTD 
    115. Mmalethabo Consulting 
    116. Mod-Mosh Projects and Consulting (PTY) LTD 
    117. Mohlaje Solutions (Pty) Ltd 
    118. MOLAO ACADEMY 
    119. Mosako Wa Kitso 
    120. MWG Logistical Services 
    121. NAD SECURITY SERVICES 
    122. Neopeo Trading & Projects 
    123. Nero Training Consultants cc 
    124. Netgrow Training Solutions 
    125. Networx for Career Development 
    126. Nhlahle Development Agency 
    127. Nkinane Trading Enterprise 
    128. Nkqubela Community Developers 
    129. NLKN Holdings (Pty) Ltd 
    130. NS Global Academy 
    131. Ntokosi Consulting 
    132. Ntsangalala Business Enterprise 
    133. NU LAW FIREARMS COMPLIANCE 
    134. Nyankwavi Investment CC. 
    135. Omithombo Management Academy 
    136. OMNI HR CONSULTING PTY LTD 
    137. Pandelani Investment Holdings (PTY) LTD. 
    138. PFIM Trading (Pty) Ltd 
    139. Pitt Institute T/A Imithombo Institute 
    140. Power Rush Trading 170 CC. 
    141. PRIMESERV CORPORATE SOLUTIONS (PTY) LTD T/A PRIMESERV HR SOLUTIONS 
    142. Pudi's Educational Services And Youth Development 
    143. QUEMIC SOUTH (PTY) LTD 
    144. REBAGONI TRADING AND PROJECTS T/A THE SOUTH AFRICAN SECURITY ACADEMY 
    145. Regenesys Management (Pty) Ltd 
    146. Resonance Institue of Learning 
    147. ROMULA BUSINESS ENTERPRISES T/A SIYAFUNDA SECURITY ACADEMY 
    148. Sabido eAcademy (Pty) Ltd 
    149. SAHARA EDUCATION. TRAINING. DEVELOPMENT 
    150. Sanchaa Connection 
    151. SAS SALDANHA 
    152. SHEMULA TRADING ENTERPRISE 
    153. SHEPPERD ACADEMY 
    154. SILVER SOLUTIONS SECURITY 1713 CC 
    155. SIT INVESTMENT HOLDINGS 
    156. South African Film Institute (Pty) Ltd 
    157. South African Governance and Business College 
    158. South African Training Academy (Pty) Ltd 
    159. SPECIAL ASSET PROTECTION SERVICES KRAAIFONTEIN 
    160. SPG Promotions and Distributions CC 
    161. STALLION LEARNING CENTRE PTY LTD 
    162. STARPLEX 408 CC 
    163. Summat Training Institute 
    164. SWARANANG MANAGEMENT CONSULTING CC 
    165. Talent Emporium Academy (PTY) Ltd 
    166. Tankimo Trading (Pty) Ltd 
    167. The Institute of People Development 
    168. The Iscariota Group (Pty) Ltd 
    169. The Media Workshop cc 
    170. Thuto Ya Setshaba Training Services (Pty) Ltd 
    171. TMG Quality Services 
    172. Tradesman Consulting and Training Solutions 
    173. Tsebo Kitso Trainings 
    174. Tsebong Training Centre 
    175. Tshwane Training Institute (PTY) LTD. 
    176. UBUNTU 
    177. Ubuqhawe Consulting (Pty) Ltd 
    178. Ukhamba Quality Skills 
    179. UKWAKHILE TRAINING 
    180. Ulwazi Training & Development 
    181. Umsenge SDCS 
    182. University of Johannesburg 
    183. Vantage Training 
    184. Vicmat Consultants 
    185. Visionary Academy 
    186. Work Skills Resources 
    187. Ya Hina Management Consulting and projects 



    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.