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Quick Look Course Summary:Managing Conflict in the Workplace (Unit Standard 114226) (3 days)
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Length: 3 day(s)
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Price (at your venue): 1 Person R 21,125 EX VAT 3 Person R 13,658 EX VAT 10 Person R 9,124 EX VAT
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Certification Type:Accredited
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Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
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Managing Conflict in the Workplace (Unit Standard 114226) (3 days)
Managers who recognise where conflict comes from, choose the right way to handle it within policy and the Labour Relations Act, and resolve it before it damages the team – with 8 accredited credits.
Unmanaged conflict drains productivity, damages trust and too often ends in grievances or the CCMA. This accredited conflict management course covers unit standard 114226 (NQF Level 5, 8 credits), part of the National Certificate: Generic Management (SAQA ID 59201), which BOTI delivers under its Services SETA accreditation.
Delegates first look at where workplace conflict comes from, including perceptions, assumptions and personality, and at when conflict is healthy and when it is harmful. They then work through the main ways of handling conflict and the path a dispute usually follows towards resolution.
The course moves on to choosing and justifying a strategy for a real conflict, the resolution routes under the Labour Relations Act, and the role of company policies. It ends with the attributes of an effective conflict manager and a personal skills audit.
Why this course
For your organisation
- Conflict dealt with early, fairly and within policy
- Fewer grievances and disputes that escalate
- Managers who know the Labour Relations Act routes
- Eight accredited credits at management level
For your delegates
- Eight accredited credits towards the NC: Generic Management
- A practical toolkit for handling conflict
- A personal conflict-management skills audit
- Confidence to step into a conflict and resolve it
What delegates will be able to do
- Identify the main sources of workplace conflict, including perceptions and personality
- Distinguish healthy from harmful conflict
- Explain the main conflict-handling modes and steps
- Describe how conflicts typically move towards resolution
- Choose and justify a strategy and action plan for a specific conflict
- Explain resolution routes under the Labour Relations Act and the role of policy
- Assess your own strengths and gaps as a conflict manager
Who should attend
Managers, supervisors, team leaders, shop stewards and HR practitioners. The unit standard assumes communication and mathematical literacy at NQF Level 4.
Course outline
Day 1 – Unit standard 114226: understanding conflict
Outcome 1: Where conflict comes from
- Common sources, with workplace examples
- Perceptions and assumptions
- Healthy versus harmful conflict
- Organisational conflict modes
- Personality clashes through transactional analysis
Outcome 2: Techniques for managing conflict
- The main conflict-handling modes
- Practical steps to take
- How disputes move towards resolution
Day 2 – Unit standard 114226: strategies and action plans
Outcome 3: Choosing a strategy and action plan
- Resolution routes under the Labour Relations Act
- Matching the strategy to the conflict
- Building and adapting an action plan
- How policies and procedures prevent conflict
- Case studies from South African workplaces
Day 3 – Unit standard 114226: the effective conflict manager
Outcome 4: Attributes of an effective conflict manager
- Personal qualities that help resolve conflict
- Behaviours to avoid or control
- Your conflict-management skills audit
- A personal development plan
Putting it together
- Role plays on real workplace scenarios
- Feedback and reflection
- Portfolio of evidence: what to submit
How it is delivered
Three days, 08:30-16:00. In person at your offices anywhere in South Africa, at a BOTI venue, or live online. One delegate or a group of up to 20. Learner guide and workbook for each unit standard, practical workplace activities, and a portfolio of evidence that delegates complete after the course for assessment and moderation.
What our clients say
“We were particularly impressed by the quality of facilitation and the practical relevance of the content presented. The programme was delivered with professionalism, clarity, and a strong emphasis on real-world application”
“The training was practical, engaging and relevant to our workplace environment, providing participants with valuable knowledge and practical skills that could be applied in their respective roles.”
“The facilitator was excellent and took time to ensure that the employee understood the content and was able to apply the learning in order to develop the portfolio of evidence.”
Frequently asked questions
Is this course accredited?
Yes. It covers unit standard 114226, Interpret and manage conflicts within the workplace (NQF Level 5, 8 credits), part of the National Certificate: Generic Management (SAQA ID 59201), delivered under BOTI's Services SETA accreditation (12582).
Until when can delegates enrol?
Delegates can enrol until 30 June 2028.
Are there entry requirements?
The unit standard assumes communication and mathematical literacy at NQF Level 4 or equivalent.
How are delegates assessed?
After the course each delegate completes a portfolio of evidence, which is assessed and moderated. Delegates found competent receive a statement of results.
Is there a shorter version without assessment?
Yes. Conflict Resolution and Negotiation Skills Training covers the practical skills without assessment, with a BOTI certificate of attendance.
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