Conflict Management

Conflict Management and Negotiation Skills

This course is accredited by the Services Seta and covers unit standards 114226 at NQF level 5 worth 8 credits

3 Day course

Course Overview

Conflict management and negotiation skills are essential in the pressurised work environment of today, yet few managers have been trained to respond confidently in the face of these stresses. Instinctively we react to conflict in ways which are based upon old habits which often result in escalating a vicious cycle of conflict. This course will enable you to review your inherited approach to conflict since it has been designed to be interactive and self-exploratory.

Inter-personal, intergroup and structural conflicts all point to the need for more effective tools for lasting problem solving through negotiation. It is thus important for managers, supervisors and customer service staff to become familiar with the principles, processes, and techniques of conflict and negotiation management. This course will inform and deepen your understanding further, enabling you to make wise choices which will improve your ability to manage conflict professionally.

Learning outcomes

Upon completion of this course, the participants should be able to:

• Recognize how our own attitudes and actions impact on others

• Find new and effective techniques for managing negative emotions in others and self

• Understand the function of communication through exploring its processes

• Apply assertive verbal skills for effective feedback strategies

• Apply critical listening skills

• Develop awareness of how effective non-verbal messages are communicated

• Describe the main sources of conflict

• Develop coping strategies for dealing with difficult people and difficult situations

• Identify those times when you have the right to walk away from a difficult


• Explain the appropriate techniques in inter-personal conflict management

• Describe the appropriate action plan and strategies to manage inter-group conflict

• Explain the attributes of an effective manager

• Prepare for negotiations

• Engage in negotiations

• Conclude negotiations

• Evaluate negotiations

Course Outline

What is conflict?

The main sources of conflict

Different types of conflicts

Key questions which clarify conflict causes

Conflict stages

Listening continuum

Attitudes towards conflict

The Dual Concern Model

Understanding where my attitude to conflict is rooted

Tools for improved communication

What gives people power

Problem solving

Management techniques in industrial conflicts

Tools for conflict analysis

Inter-group conflict

Stereotypes and prejudices

Strategies for resolving inter-group conflict


The importance of negotiations and agreements

Building the relationship


Understanding the Negotiations process map

Informing people about the negotiations process

Useful questions for setting up a negotiations process

Persuading through discussion

Building trust

Qualities of good negotiators

Facilitating the negotiation process

A comparison of negotiation styles

Negotiations strategy

Understanding different negotiation styles

Negotiation mistakes to avoid

Key soft skills in the negotiations process

The mediation process

The function of the mediator

The goals of mediation



Managing emotions


Designing a strong agreement

Contact Details

Contact Person: 

Julius Matose
Contact: Imsimbi Training
Course Details

Unit Standard: 


NQF Level: 

Level 5



Course Delivery Method: 

E-learning E-learning

Blended Blended

In Class In Class

In House In-House

Course Duration: 

2 Days


On enquiry

Course fee Includes: 

Training materials 7-8 June (online & in class)