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Quick Look Course Summary:Conflict Management (Unit Standards 9533 + 10170) (2 days)
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Length: 2 day(s)
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Price (at your venue): 1 Person R 14,642 EX VAT 3 Person R 9,476 EX VAT 10 Person R 6,472 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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Conflict Management (Unit Standards 9533 + 10170) (2 days)
Staff and supervisors who recognise conflict early, separate feelings from the real problem, talk it through to a solution, and understand the stakeholders, procedures and agreements behind employment relations – with 6 accredited credits.
Most workplace conflict starts small: a misunderstanding, a missed message, a grievance nobody hears. Handled well, it is settled at the lowest level; handled badly, it becomes a formal dispute. This accredited course builds conflict resolution skills and combines two unit standards, each taught and assessed on its own: unit standard 9533 on using communication to handle and resolve workplace conflict (NQF Level 3, 3 credits) and unit standard 10170 on understanding employment relations in an organisation (NQF Level 3, 3 credits). Both are part of the National Certificate: Business Administration Services (NQF Level 3, SAQA ID 67465), which BOTI delivers under its Services SETA accreditation.
Day one follows unit standard 9533: the kinds of conflict that arise at work and who is involved, why conflict happens, how people (the delegate included) feel and behave in a conflict, and how to move from a first reaction to a solution. Delegates practise resolving real workplace conflicts in role plays.
Day two follows unit standard 10170: the stakeholders in an organisation, including management and organised labour, and their roles; the policies and procedures that govern employment, with a close look at grievance and disciplinary procedures; and the agreements and conditions of employment that apply in the delegate's own workplace.
Why this course
For your organisation
- Conflict settled early, at the lowest level
- Staff who use the grievance procedure correctly
- Supervisors and shop stewards who understand the roles of management and labour
- Fewer misunderstandings about conditions of employment
- Six accredited credits towards a Business Administration qualification
For your delegates
- Six accredited credits from two unit standards
- A practical method for calming and resolving conflict
- Insight into your own feelings and behaviour under pressure
- A clear picture of grievance and disciplinary procedures
- Confidence in explaining your conditions of employment
What delegates will be able to do
- Describe the conflict situations that arise at work and the people involved
- Explain the common causes of workplace conflict
- Separate feelings from the actual problem in a conflict
- Reflect on your own feelings and behaviour in conflict
- Apply suitable methods to handle and resolve a workplace conflict
- Identify the stakeholders in an organisation and explain their roles
- Explain how grievance and disciplinary procedures work, and use the grievance procedure
- Identify the types of employment agreements and the conditions of employment that apply to you
Who should attend
Supervisors, shop stewards, team leaders, administrators and staff who deal with colleagues and customers every day, including people who are, or hope to become, supervisors or shop stewards. Unit standard 9533 assumes literacy at ABET Level 4; unit standard 10170 assumes communication at NQF Level 2 and an understanding of basic organisational functions.
Course outline
Day 1 – Unit standard 9533: handling and resolving conflict
Outcome 1: Conflict situations at work
- Types of conflict that arise in the workplace
- Workplace examples and what lies behind them
- Who the role-players are
- Why conflict happens
Outcome 2: Feelings versus the real problem
- How different people behave in conflict
- Recognising your own feelings
- Your own behaviour under pressure
- Exercises: from first reaction to solving the problem
Outcome 3: Resolving conflict
- Methods for resolving conflict
- Choosing a method that fits the situation
- Role plays on workplace conflicts
- Portfolio of evidence for unit standard 9533
Day 2 – Unit standard 10170: employment relations in the organisation
Outcome 1: Stakeholders and their roles
- Who the stakeholders are
- The role of management
- The role of organised labour
- How stakeholders work together
Outcome 2: Employment policies and procedures
- Finding the policies that apply to you
- How the grievance procedure works
- How the disciplinary procedure works
- Lodging a grievance correctly
Outcome 3: Employment agreements
- Types of agreements in the workplace
- Conditions of employment in your organisation
- Where to find and check your conditions
- Portfolio of evidence for unit standard 10170
How it is delivered
Two 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 standards 9533 (NQF Level 3, 3 credits) and 10170 (NQF Level 3, 3 credits), both part of the National Certificate: Business Administration Services (NQF Level 3, SAQA ID 67465), delivered under BOTI's Services SETA accreditation (12582).
Until when can delegates enrol?
Delegates can enrol until 30 June 2028.
Are there entry requirements?
Unit standard 9533 assumes literacy at ABET Level 4, and unit standard 10170 assumes communication at NQF Level 2 and an understanding of basic organisational functions.
How are delegates assessed?
Each unit standard has its own portfolio of evidence, completed after the course and then assessed and moderated. Delegates found competent receive a statement of results.
Is there a version without assessment?
Yes. Empower yourself with Essential Conflict Management Skills covers practical conflict handling in two days, with a BOTI certificate of attendance.
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