Home / Accredited / QCTO Skills Programmes / Occupational Skills Programme: Conflict Management – SP-210409
Quick Look Course Summary:Occupational Skills Programme: Conflict Management – SP-210409
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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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Occupational Skills Programme: Conflict Management – SP-210409
Supervisors and managers who spot conflict early, resolve it with the right strategy and close it properly – with a QCTO certificate at NQF Level 5.
Unresolved conflict costs organisations time, productivity and good people, and the QCTO programme document makes the same point: conflict at work reduces productivity and the quality of work. This accredited conflict management course – the Occupational Skills Programme: Conflict Management (SP-210409, NQF Level 5, 8 credits) – equips managers, supervisors, team leaders and HR practitioners to recognise conflict early, deal with it directly and reach workable agreements before a disagreement becomes a grievance, a resignation or a dispute.
The emphasis is on prevention. Learners work through the sources and types of conflict, the strategies and techniques for managing it and the part emotional intelligence plays. They then apply them: profiling a real workplace conflict, finding its causes, choosing and applying a strategy, and closing the matter with a follow-up plan and a written conflict resolution report.
The programme runs over three consecutive contact days and ends in a three-hour written examination, set, run and moderated by BOTI under QCTO rules. There is no workplace module, so learners can complete it in one block.
Why this course
For your organisation
- Disagreements resolved at source instead of escalating to HR or formal processes
- Less time lost to unresolved tension between individuals and teams
- Supervisors who can profile a conflict, find its causes and choose a strategy that fits
- Agreements followed up, with a follow-up plan and a conflict resolution report on record
- Clearer communication with the employer and employees about conflict issues
For your delegates
- A QCTO skills programme certificate: 8 credits at NQF Level 5
- Confidence to prepare for and open a difficult conversation
- A structured method from profiling a conflict to writing the report
- Practice on workplace scenarios, built into a portfolio of evidence
What delegates will be able to do
- Identify and describe the main sources and early warning signs of workplace conflict
- Distinguish between types of conflict, including task and relationship conflict
- Analyse and evaluate the submissions of the parties affected by a conflict
- Select and apply suitable strategies and techniques to resolve a conflict
- Use emotional intelligence to keep a conflict resolution engagement constructive
- Develop and implement a conflict resolution follow-up plan
- Compile a conflict resolution report
- Communicate effectively with the employer and employees on conflict issues
Who should attend
Supervisors, team leaders, managers and HR practitioners who deal with disagreement at work, and organisations building first-line capability to handle conflict before it escalates. Learners need an NQF Level 4 qualification or equivalent; those without it may gain access through recognition of prior learning (RPL).
Course outline
Day 1 – Understanding workplace conflict
Sources and types of conflict
- Sources of workplace conflict and its early warning signs
- Types of conflict, including task conflict and relationship conflict
- The consequences of conflict for productivity and the quality of work
- Managing conflict on a prevention basis
Strategies and techniques for managing conflict
- Strategies for conflict management and when each one fits
- Conflict styles and how your own style affects the outcome
- Techniques for resolving conflict
- Analysing the consequences of a conflict
Emotional intelligence and teamwork in conflict resolution
- The role of emotional intelligence in resolving conflict
- Managing your own reactions under pressure
- Applying teamwork in the conflict resolution process
- The components of a conflict resolution report
Day 2 – Resolving conflict in practice
Profiling and analysing a conflict
- Profiling a conflict in the workplace
- Analysing the conflict profile and the submissions of each party
- Determining the causes of the conflict
- Separating positions from underlying interests
Managing the conversation
- Preparing for and opening a difficult conversation
- Listening, questioning and de-escalation techniques
- Applying emotional intelligence in a conflict resolution engagement
- Role-play on workplace scenarios
Reaching agreement
- Determining and implementing an appropriate conflict management strategy
- Selecting and applying conflict resolution techniques
- Negotiating a workable resolution
- Analysing and profiling the consequences of the conflict
- Knowing when to escalate to a formal process
Day 3 – Follow-up, portfolio and final assessment
Closing the matter
- Compiling and implementing a conflict resolution follow-up plan
- Recording outcomes and agreeing follow-up
- Compiling a conflict resolution report
- Communicating with the employer and employees on conflict issues
Portfolio and Final Integrated Supervised Assessment
- Completing the portfolio of evidence
- Three-hour written examination set, run and moderated by BOTI under QCTO rules
- Final mark: written test 30%, portfolio of evidence 20%, examination 50%
How it is delivered
Three consecutive contact days, 08:30-16:00. Days 1 and 2 cover the knowledge and application topics with continuous assessment; day 3 completes the portfolio of evidence and closes with the three-hour examination. There is no work-experience module. Training runs at your offices anywhere in South Africa, at BOTI's venue in Sunningdale, Johannesburg, or live online, for one learner or a group of up to about 20; the examination can be written at BOTI, at your premises or online with the camera on. Learner material is provided.
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 presented through an interesting and easy-to-use online platform, and we were impressed by its quality.”
“[The organisation] confirms that BOTI delivered the contracted services over the 24-month period, and we have no hesitation in recommending Business Optimization Training Institute (Pty) Ltd to any organisation seeking a similar e-Learning or skills development solution.”
Frequently asked questions
Is this conflict management course accredited?
Yes. It is a QCTO occupational skills programme (SP-210409, NQF Level 5, 8 credits), and BOTI is accredited by the QCTO to deliver it (07-QCTO/SDP050525095934, valid to 29 April 2030). The QCTO issues the certificate. The last date for enrolment is 9 March 2030.
How is it assessed?
Continuously through a written test and a portfolio of evidence, with your practical work evaluated throughout. The final assessment is a three-hour written examination; the final mark combines the test (30%), the portfolio (20%) and the examination (50%).
What are the entry requirements?
An NQF Level 4 qualification or equivalent. Learners who do not meet this may gain access through recognition of prior learning (RPL), and learners who already hold part of the competence may be exempted through RPL.
Can you run it at our offices?
Yes. We run it at your premises anywhere in South Africa, at BOTI's venue in Sunningdale, Johannesburg, or live online, for one learner or a group of up to about 20.
Is there a shorter, non-accredited option?
Yes. BOTI's non-accredited Conflict Resolution and Negotiation Skills Training covers the practical skills without the QCTO assessment; delegates receive a BOTI certificate of attendance.
Does it count for B-BBEE?
The training spend may count towards your B-BBEE skills development – check with your verification agency.
Get your price – the more delegates, the less each pays
Change the options to see your price per person, then email yourself the quote and course outline.
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Monday to Friday, 08:00–17:00. After hours, we reply on the next working day – or call 011 882 8853.