This one-day generic course is suitable for all organisational staff in all economic sectors who would like to improve their conflict management skills.

Conflict is part of our work and personal life.

It is part of human interaction and communication, whether we prefer it to be or not.

But, conflict can have value if it excites to action, increases group cohesiveness, diffuses what might lead to more serious conflicts, serves as a measure of how important issues, ideas and people are to us, if we can effectively deal with it.

This training intervention focuses on dealing with both constructive and destructive conflict and participants will learn how to increase the benefit of constructive conflict and minimise destructive conflict.

• Understanding what conflict is

• The different types of conflict situations

• The role-players in conflict situations

• Identifying the conflict within a conflict situation

• Effects of conflict

Understanding the human factor in conflict

• Behaviour patterns in conflict situations

• The role of emotions in conflict

• Communication strategies to use in conflict situations

Resolving the conflict

• Identifying a potential conflict situation

• Possible outcomes of conflict

• The WIN Formula

• Deciding which conflict style to apply

• Conflict resolution – understanding the process

ASSESSMENT OF LEARNERS

Learners who attend this training will receive a “Certificate of Attendance” directly after the training.

Additionally to attending this Course, learners can also participate in the assessment process as an additional option.

Assessment entails the completion of a Portfolio of Evidence and if being assessed as competent, the learner will be awarded 3 credits on NQF Level 3.

In this case, a “Certificate of Competence” will be issued representing the credit values and NQF Level.

Entry-level requirements for assessment according to the Unit Standard: ABET Level 4 Literacy