Conflict Management

Specific Outcomes

The qualifying learner is able to:

  • Describe the main sources of conflict
  • Explain appropriate techniques in conflict management.
  • Describe the appropriate action plan and strategies to manage conflict.
  • Explain the attributes of an effective conflict manager.
  • Identify and classify transgression.
  • Implement procedure to handle non-dismissible offences.
  • Implement procedure to handle dismissible offences.
  • Represent employee at disciplinary hearing.

Content Outline

The qualifying learner is able to:

  • Sources of Conflict
  • Positive and Negative Characteristics of Conflicts in the Workplace
  • Organisational Conflict Modes
  • Transactional Analysis and Conflict
  • Business Conflict Modes
  • Steps to Manage Conflict
  • The labour Relations Act (LRA)
  • Resolving Particular Conflict
  • The Need for Action Plans
  • The Role of Policies and Procedures
  • Personal Attributes of a Good Conflict Manager
  • Conducting a Skills Audit
  • What an Effective Conflict Manager should avoid
  • Gathering Information Concerning Alleged Transgression
  • Classifying Transgressions
  • Selecting a Procedure for Handling the Transgression
  • Informing the Employee of the Alleged Transgression
  • Confronting the Employee
  • Implementing Disciplinary Action
  • Records of Disciplinary Action
  • Further Investigation
  • Informing the employee
  • Mitigation and Aggravation
  • Analysing and Investigating an Allegation or Charge
  • Requesting Relevant Information from Employer
  • Preparing the Employee and Witnesses for the Hearing
  • Presenting the Employee’s Case
  • Questioning and Cross-Examining Witnesses
  • Lodging Relevant Appeals

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