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QCTO Skills Programme · SP-210409
NQF Level 5 · 8 Credits
Conflict Management Skills Programme
Develop the practical skills needed to identify workplace conflict, analyse
its causes and consequences, select an appropriate response and support a
structured resolution. In doing so, this programme combines conflict-management
knowledge, emotional intelligence and practical workplace application.
Enrol in the Programme
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QCTO Skills Programme
SP-210409
NQF Level 5 · 8 Credits
Maximum 10 days · Online
Practical workplace capability
Manage Workplace Conflict with Greater Structure and Confidence
Workplace conflict is not resolved effectively by avoiding difficult
conversations or reacting emotionally. Instead, it requires an understanding
of what caused the conflict, who is affected, what consequences may follow
and which intervention is appropriate.
Specifically, the Conflict Management Skills Programme develops the knowledge
and practical ability needed to profile conflict, apply emotional intelligence,
select management strategies, plan follow-up action and compile a conflict
resolution report.
Why conflict-management skills matter
Unmanaged Conflict Can Disrupt People, Performance and Operations
How Conflict Develops in the Workplace
For example, conflict may arise from poor communication, competing
priorities, unclear roles, personality differences, workplace change,
perceived unfairness or unresolved performance concerns. As a result,
if it is ignored or handled poorly, the effects may spread beyond the
people directly involved.
Why a Disciplined Response Matters
Therefore, managers, supervisors, team leaders and employees need a
disciplined way to examine conflict and respond appropriately. In turn,
effective conflict management can protect working relationships, improve
communication and reduce disruption to workplace performance.
The programme addresses practical conflict challenges
- Identifying the real source of workplace conflict
- Separating facts, perceptions, emotions and assumptions
- Selecting an appropriate management strategy
- Handling difficult discussions professionally
- Understanding the consequences of unresolved conflict
- Recording outcomes and implementing follow-up action
Suitable participants
Who Should Attend the Conflict Management Skills Programme?
Managers and Supervisors
Specifically, people responsible for addressing conflict, performance
concerns, working relationships and team effectiveness.
Team Leaders
Employees who coordinate teams and, therefore, need to handle
disagreements before they disrupt performance.
Human Resources Personnel
Likewise, HR practitioners and support staff involved in employee
relations, workplace discussions and conflict-resolution processes.
Employees and Emerging Leaders
In addition, employees who need stronger communication,
emotional-intelligence and conflict-management capabilities.
Business Owners
Similarly, owners and operators of businesses who manage people,
workplace relationships and operational disagreements.
Workplace Representatives
Finally, people who participate in workplace discussions,
consultations, problem-solving or employee-support processes.
Programme outcomes
What Participants Will Learn
Identify Conflict Sources
First, recognise workplace factors, circumstances and behaviours
that may cause or intensify conflict.
Distinguish Conflict Types
Next, identify the nature and characteristics of different
workplace conflicts before selecting a response.
Select Suitable Strategies
In turn, compare conflict-management strategies and select an
approach suited to the circumstances.
Apply Resolution Techniques
Subsequently, use structured communication and conflict-management
techniques to support constructive resolution.
Analyse Consequences
Meanwhile, assess the actual and potential effects of conflict on
employees, relationships, performance and operations.
Use Emotional Intelligence
Throughout, manage emotions, communication and working relationships
during difficult conflict situations.
Report and Follow Up
Finally, record the conflict-resolution process, document outcomes
and implement suitable follow-up action.
Programme structure
Conflict Management Learning Pathway
Participants progress from learner orientation and knowledge development
to summative assessment and practical application. Once enrolled, the
official LearnDash lessons and activities become available.
Learner Orientation and Resources
First, programme support, participation rules, confidentiality,
learner authentication, certification, assessment requirements,
course administration and learning resources.
Seven Knowledge Modules
Next, structured learning on conflict sources, types, strategies,
techniques, consequences, emotional intelligence and reporting.
Summative Assessment
After that, completion of the declaration, assessment introduction
and summative-assessment Sections A and B.
Six Practical Modules
Finally, practical conflict profiling, analysis, emotional-intelligence
application, follow-up planning and conflict-resolution reporting.
Knowledge component
Seven Conflict Management Knowledge Modules
Sources of Conflict
First, identify workplace conditions, behaviours and circumstances
that may produce or intensify conflict.
Types of Conflicts
Next, distinguish different types of conflict and recognise their
defining characteristics.
Strategies for Conflict Management
In turn, compare possible conflict-management strategies and the
situations in which they may be appropriate.
Techniques in Conflict Management
Then, apply structured techniques to conflict conversations and
resolution processes.
Conflict Consequences Analysis
Additionally, examine the actual and potential consequences of
workplace conflict.
Emotional Intelligence in Conflict Resolution
Importantly, understand how self-awareness, self-management and
interpersonal awareness influence conflict resolution.
Conflict Resolution Reporting
Finally, identify the information and components required in a
conflict resolution report.
Practical application
Six Practical Conflict Management Modules
Specifically, in this component, participants are required to apply
programme knowledge to a workplace or appropriate simulated-workplace
conflict scenario.
PM01: Profile a Workplace Conflict
First, gather and organise information needed to develop an
accurate conflict profile.
PM02: Analyse the Conflict and Its Causes
Next, examine the profile and determine the underlying causes and
contributing factors.
PM03: Apply Emotional Intelligence
Throughout, use emotional-intelligence principles during the
conflict-resolution process.
PM04: Analyse Conflict Consequences
Subsequently, identify and profile the existing and potential
consequences of the conflict.
PM05: Compile a Follow-Up Plan
Then, develop and implement appropriate actions for monitoring
the resolution process.
PM06: Compile a Resolution Report
Finally, prepare a structured report recording the conflict,
intervention, outcomes and follow-up requirements.
Learning package
What Is Included?
Online Learning Platform
Specifically, structured online access to orientation content,
knowledge modules, assessment sections and practical instructions.
Seven Knowledge Modules
In addition, focused learning covering the full conflict-management
pathway from identification to reporting.
Six Practical Modules
Meanwhile, applied activities that require participants to analyse
and respond to workplace conflict.
Learner Resources
Furthermore, programme materials, guidance and applicable
downloadable resources provided through the learning platform.
Summative Assessment
Likewise, a prescribed assessment process comprising the
declaration, instructions and Sections A and B.
Evidence Guidance
Finally, instructions for completing practical activities and
providing the required supporting evidence.
Programme delivery and assessment
How the Conflict Management Programme Is Delivered
Online, Self-Paced Learning
First, the programme is delivered online through the Nkwali Training
learning platform. From there, participants complete the orientation
content, resources and seven knowledge modules in the prescribed
sequence.
As they progress, LearnDash records completion of the relevant lessons,
topics and knowledge checks. Overall, the stated maximum programme
duration is 10 days.
Assessment and Practical Evidence
Next, participants complete the required summative-assessment
declaration, assessment introduction and assessment Sections A and B.
Thereafter, participants complete the six practical modules and
provide the prescribed supporting evidence in accordance with the
programme instructions.
Practical programme value
What Participants Should Be Better Able to Do
On the knowledge and profiling side, participants should be better able to:
- Identify the underlying source of a workplace conflict
- Distinguish between different conflict types
- Gather information and develop a conflict profile
- Select an appropriate conflict-management strategy
- Use structured techniques during difficult conversations
On the resolution and follow-up side, participants should be better able to:
- Apply emotional intelligence during conflict resolution
- Analyse the consequences of unresolved conflict
- Develop a conflict-resolution follow-up plan
- Monitor the implementation of agreed actions
- Compile a structured conflict-resolution report
Programme and certification information
Important Information
The Conflict Management Skills Programme is identified as QCTO
Skills Programme SP-210409 at NQF Level 5, carrying 8 credits.
Registration or purchase alone does not constitute successful programme
completion. Instead, participants must complete the prescribed orientation,
knowledge modules, assessments, practical activities and supporting
evidence requirements.
Certification and the award of credits remain subject to applicable
assessment, moderation, quality-assurance, administrative and certification
processes. In addition, participants must comply with learner-authentication,
assessment-integrity and programme-administration requirements.
Ready to Manage Conflict More Effectively?
Ultimately, enrolling in the Conflict Management Skills Programme helps
you develop a structured, practical approach to identifying, analysing,
resolving and reporting workplace conflict.
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