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 THAT HAS PASSED THE END DATE: 

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
Passed the End Date -
Status was "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 
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  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  MICTS 
    Core  93993   National Certificate: Labour Relations Practice  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  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  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  SAS SETA 
    Core  50060   National Certificate: Public Administration  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  PSETA 
    Core  58802   National Diploma: Disability Employment Practice  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2020-07-30  SABPP 
    Core  79808   National Diploma: Occupational Safety  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  73129   National Diploma: Public Relations Practice  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  SERVICES 
    Core  64330   National Certificate: Mission Corporate Services Management  Level 6  Level TBA: Pre-2009 was L6  Passed the End Date -
    Status was "Reregistered" 
    2020-07-30  PSETA 
    Core  49783   National Diploma: Joint and Multi-National Operations  Level 6  NQF Level 06  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  SAS SETA 
    Core  61729   National Diploma: Policing  Level 6  NQF Level 06  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  SAS SETA 
    Fundamental  49398   National Certificate: Incident Management  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  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  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  CATHSSETA 
    Elective  50081   Further Education and Training Certificate: Leadership Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  LG SETA 
    Elective  57713   Further Education and Training Certificate: Specialist Security Practices  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  SAS SETA 
    Elective  58696   National Certificate: Close Protection  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  SAS SETA 
    Elective  59201   National Certificate: Generic Management  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  66869   National Certificate: Home Affairs Services  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  PSETA 
    Elective  58978   National Certificate: Journalism  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  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  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  SAS SETA 
    Elective  63529   National Certificate: Railway Signalling Technology  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  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  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  ETDP SETA 
    Elective  58309   National Diploma: Project Management  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  SERVICES 
    Elective  50330   Bachelor: Occupationally Directed Education Training and Development Practices  Level 6  NQF Level 07  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  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. Academy Training Group 
    2. Accreditation & Training Services 
    3. Acorser Corporate & Business Consulting t/a Acorser Academy 
    4. Acorser Corporate and Business Consulting Cc 
    5. AFRICA COMPETENCY DEVELOPMENT (PTY) LTD 
    6. AFRICA COSMOS EMPOWERMENT 
    7. Amabamba Recruitment 
    8. Amandla Obunye Training Academy Pty Ltd 
    9. Amaqamu Project Management and Consulting 
    10. Arctic Fox Security 
    11. Arishi ISD (PTY) Ltd 
    12. ASSESSMENT COLLEGE OF SOUTH AFRICA PTY LTD 
    13. ATLEGANG CONSULTING CC 
    14. ATTI (Advanced Technonogy Training Institute) 
    15. ATTI Nelspruit Pty Ltd 
    16. Aubrey Nyiko Business Enterprises 
    17. Audit Campus 
    18. AVAX SA 481 CC. T/A Mandisa Development Services 
    19. Ayoba Training Institute (Pty)Ltd 
    20. Bephaswana Skills Development (Pty) Ltd 
    21. Big Fish 
    22. BKL Group Pty Ltd 
    23. BLC Entertainment 
    24. Bohlali Provider Support 
    25. Bono Skills Development (PTY) Ltd 
    26. BORDERGATE EVENTS MANAGEMENT AND PROJECTS 
    27. BRIGHTSTAR SECURITY SERVICE AND CLEANING CC 
    28. Cale Developments 
    29. CC Protection and Investigation Services Kimberley 
    30. Centre for Africa Capacity Building and Development (Pty) Ltd 
    31. Chartall Business College 
    32. Chartered Institute of Management (Pty) Ltd 
    33. Chithi Holdings 
    34. Colleen Osorio Skills Development Consultancy cc 
    35. College of Cape Town TVET 
    36. Commerce Edge South Africa (Pty) Ltd 
    37. Compuscan Academy 
    38. Cornerstone Supreme 
    39. Dabulamanzi & Njabulo Ndaba Consulting cc 
    40. Dee's Training (PTY) LTD 
    41. Dee-Bravo Training Centre 
    42. Destiny Management Consultants (Pty) Ltd 
    43. Divine Inspiration Trading 704 PTY Ltd 
    44. DM Training Consultants 
    45. DotCentre Business Consulting 
    46. Dotcentre Business Consulting (Pty) Ltd 
    47. Dzindalo Consulting (Pty) Ltd 
    48. E-Login Business Institute (Pty) Ltd 
    49. Edutel Public Service Company 
    50. EDUTEL SKILLS DEVELOPMENT PTY LTD 
    51. EKURHULENI WEST TVET COLLEGE 
    52. Emergence Learning Academy (Pty) Ltd 
    53. Enjo Consultants (Pty) Ltd 
    54. Epitome Villa (Pty)Ltd 
    55. Equity Training and Consulting 
    56. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    57. Fachs Business Consulting and Training 
    58. Falcon Business Institute 
    59. Falcon Business Institute (PTY 
    60. Falcon Business Institute (Pty) Ltd 
    61. Faranang Marketing 
    62. FILM Mentorship & Training SA 
    63. Fire Protection Association of Southern Africa 
    64. Focus Africa Advisory 
    65. Footprint Media academy Pty ltd 
    66. Frayintermedia Cc 
    67. Free State Training and Development Institute 
    68. Furniture World Training Centre 
    69. Genvio (Pty) Ltd 
    70. Getsmarter 
    71. Gleyding Management Institute (Pty) Ltd 
    72. Global Maritime Legal Solutions Pty Ltd 
    73. Global Steel Merchants (Pty) Ltd 
    74. Harvestine Investments (Pty) Ltd 
    75. Harvitex cc 
    76. Higherway Institute of Learning (Pty) Ltd 
    77. HILLCROSS BUSINESS SCHOOL (PTY 
    78. HJN PROTORIA BRANCH 02 
    79. IALE School of Advanced Learning Education 
    80. Igugu Training and Investments 
    81. Infomage Pty Ltd 
    82. Inkqubeko Investment (Pty) Ltd 
    83. Inkwazi Learning Network 
    84. Institute of Busines Management of Southern Africa 
    85. Integrated Corporate Skills Solution 
    86. INTEGRATED SECURITY AND MANGEMENT SOLUTIONS (PTY) LTD 
    87. IQ Skills Academy (PTY) LTD. 
    88. Isamon Vocational College of Excellence Pty Ltd 
    89. IT Labs Consulting 
    90. Jeppe College of Commerce and 
    91. Jobafrik Consulting 
    92. Josmap Training Institute 
    93. Khaas Training Academy 
    94. Khongoloti Training Academy 
    95. KOKANO PROJECTS PTY LTD 
    96. Kundani Trading 
    97. Le - Mark Training and Development Pty (Ltd) 
    98. Learnership Support Systems (Pty) Ltd 
    99. Lewerb Holdings (PTY) Ltd 
    100. Limadi Industrial Projects 
    101. Lusa Social Enterprenueship Institute (PTY)LTD 
    102. MACCAUVLEI LEARNING ACADEMY (PTY) LTD 
    103. Majuba Technical Vocational Education and Training 
    104. Makwedeng Training 
    105. MANCOSA Pty (Ltd) 
    106. Mashushe ETDP Trading and Projects 
    107. Matash Holdings (Pty) Ltd 
    108. Matontech Trading Enterprise 
    109. Maximum Development Institute 
    110. MBOWA COLLEGE PTY LTD 
    111. Media Village Training 
    112. MENTORNET (PTY) LTD 
    113. Metro Minds 
    114. Mgwezane Training and Management cc 
    115. MIDI GENERAL TRADING PTY LTD 
    116. MMASEBKO TRAINING SECURITY CENTRE 
    117. MMPS Holdings 
    118. Mortarboard Training Solutions 
    119. Mowils Consultants 
    120. Mpumalanga School of Government - MPSG 
    121. MTK Corporate Solutions 
    122. Mtomntwana Roadmarking Pty Ltd 
    123. Musengavhadzimu Media 
    124. MWG Logistical Services 
    125. Nanikie Security Guard 
    126. Nare Training and Development 
    127. National Security and fire Pty Ltd 
    128. National Skills and Technical 
    129. Neolebongi Trading Enterprise 
    130. Neopeo Trading & Projects 
    131. Nero Training Consultants cc 
    132. Networx for Career Development 
    133. Next Step Academy (Pty) Ltd 
    134. Nkinane Trading Enterprise 
    135. Nokusho M Consulting and Trading 
    136. NokushoM Consultancy and Trading 
    137. Novia One Group (Pty) Ltd 
    138. NTI College 
    139. Octaves Group 
    140. OL Afrika Media 
    141. OMNI HR CONSULTING PTY LTD 
    142. OPELONG BUSINESS INSTITUTE (PT 
    143. Orchards Graduate School (Pty) Ltd 
    144. Peo Entle HIV Wellness Management and Youth Skills Development NPO 
    145. Peuneo (Pty) Ltd 
    146. PFIM Trading (Pty) Ltd 
    147. Pholo Human Capital (Pty) Ltd 
    148. Pitt Institute T/A Imithombo Institute 
    149. PMA Holdings (PTY ) LTD. 
    150. Posh Multimedia 
    151. Prestige Leaders Consulting (Pty) Ltd 
    152. Pretoria Technical College 
    153. Primeserv Corporate Solutions 
    154. Pro-Active Public Services (Pty) Ltd 
    155. Prodigy Business Services 
    156. Progressive School of Business and Engineering (Pty) 
    157. Prosam Consulting Group (Pty) Ltd 
    158. Prospen Group (Pty) Ltd 
    159. Provincial Public Service Training Academy Province of Kwazulu Natal 
    160. PRSS Guarding Services 
    161. PRX SCHOOL TEST 
    162. QT Training (Pty) Ltd 
    163. Ramazwi Security Service and Training Agency (Pty) Ltd 
    164. Rand Training College 
    165. Ratomac Trading Consultants (Pty) Ltd 
    166. Reflections Development Institute 
    167. Regen Institute of Leadership and Management Education 
    168. Regenesys Management (Pty) Ltd 
    169. Regenesys School of Public Management 
    170. Regent Business School (Pty) Ltd t/a Regent Business School 
    171. Resonance Institue of Learning 
    172. Resonance Institute of Learning 
    173. Richfield Graduate Institute of Technology Pty Ltd 
    174. Ritepath HR Solutions 
    175. SA Crime Patrols Durban North 
    176. SAHARA EDUCATION. TRAINING. DEVELOPMENT 
    177. Saint Colonel Graduate Institute 
    178. Saint Colonel Graduate Institute (PTY) Ltd 
    179. Sampatla Procurement Solutions (Pty) Ltd 
    180. Siza Nesu Training and Consultants 
    181. Sizanesu Consulting 
    182. South Africa School of Diplomacy, Protocol and Public Administration 
    183. SOUTH AFRICAN CORPORATE TRAINING ASSOCIATION (PTY) LTD 
    184. South African Fire and Medical Academy (SAFMA) 
    185. South West Gauteng Tvet College 
    186. Southern African Institute of Learning (SAIL) 
    187. Spears Business and Life Coach Consulting 
    188. Step Ahead Academy (Pty) Ltd 
    189. Summat Training Institute (Pty) Ltd 
    190. TBL Empowerment Hub 
    191. Thandiwenathi (Pty) Ltd 
    192. The Brokers Learning Centre 
    193. The Department of Home Affairs Learning Centre 
    194. The Finishing College (Pty) Lt 
    195. The Institute of Literacy Advancement 
    196. The Institute of People Development 
    197. The Iscariota Group (Pty) Ltd 
    198. Thubelihle Graduate Institute (Pty) Ltd 
    199. Thuto Adult Centre 
    200. Tinotel Communications 
    201. Tippinggate Business Solutions 
    202. Tloumogale Business Development & Consulting 
    203. Tloumogale Business Development & Consulting (Pty) Ltd 
    204. TMG Quality Services 
    205. Together Lifestyle Resort Pty Ltd 
    206. Tonex Management Solutions (Pty) Ltd 
    207. Training Answers 
    208. Training Consultant and SD College 
    209. Tshepang Consulting & Project 
    210. Tshwane Training Institute (PTY) LTD. 
    211. Tsoelopele Leadership Consulting (Pty) Ltd 
    212. TSP COLLEGE 
    213. Ukwakhile Projects (PTY) Ltd 
    214. Ukwakhile Training 
    215. Ulwazi Training & Development 
    216. University of Johannesburg 
    217. University of Pretoria 
    218. Vala Nge Bhetshu Human Capital Development (Pty) Ltd 
    219. Varsity Institute of Science & Technology (Pty)Ltd 
    220. VERYCOOLIDEAS 
    221. Vision DCI 
    222. Vuca Institute of Leadership Development 
    223. Vumilia Africa Group 
    224. VUTHLARI MARKETING CONSULTING 
    225. Vutivi Training and Skills Development 
    226. Weinvest Investments 
    227. Whitestone College 
    228. Xhobani Security Services Cc 
    229. Youth Media Movement 
    230. ZA WIT (PTY) LTD 



    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.