Welcome to this unit standard in which you are going to be made aware of what conflict is, and how it impacts on working and personal relations in order to identify and manage the resolution of personal conflict between persons or parties.
The level of the unit standard is Level 5 and the credit value of the unit standard is 8 credits. You should therefore spend approximately 80 national hours on this Unit – 70% OF THE TIME IN THE WORKPLACE AND 30% IN FACILITATED LEARNING. National hours are the hours that you spend making this unit standard part of your working life. This means learning, practising, doing self-evaluation, exercises and putting into practice, in your particular work environment, what you have learnt.
This programme is for persons who work within Human Resources. This unit standard dealing with conflict is designed to empower learners to identify and manage conflict within their working environments.
The qualifying learner is able to:
1. Describe the main sources of conflict.
2. Explain appropriate techniques in conflict management.
3. Describe the appropriate action plan and strategies to manage conflict.
4. Explain the attributes of an effective conflict manager.
INTERPRET AND MANAGE CONFLICT WITHIN THE WORKPLACE - UNIT STANDARD 114226
- LEARNER MANUAL Interpret and Manage Conflict within the Workplace Unit Standard 114226
- LEARNER REGISTRATION and CLEAR CERTIFIED ID COPY
- FORMATIVE ASSESSMENT Unit Standard 114226
- ACTIVITY 1: Make a list of other negative and positive characteristics of conflict and see if you can come up with solutions in changing the negative characteristics into neutral or positive ones. (10 Marks)
- ACTIVITY 2: Work out a plan that will be to the benefit of the motorcar manufacturer. Write your memo in your Learner guide to all the relevant parties and inform them of the outcome of the brainstorming session. (10 Marks)
- ACTIVITY 3: Brain storm about issues that you believe should be covered in the Labour Relations Act. In you learner workbook write down about 3 of these issues and explain how you would word it to be included in the Act. (10 Marks)
- ACTIVITY 4: You are the management team of a new company. Only 2 of you are smokers. About half of the employees are not smoking. You have to make policy on smoking in the company. There is going to be conflict within he management team and the employees. Try to keep everyone happy. (10 Marks)
- ACTIVITY 5: Using the guidelines and all the information that you have received up to now give the skills that you think you have to effectively handle a conflict situation. Now write down the skills that you believe you lack. (10 Marks)
- SUMMITIVE ASSESSMENT
- Question 1 What is the characteristics of a mature group? (2)
- Question 2 Name the 2 (two) conflict models / processes. (2)
- Question 3 Do these 2 (two) processes each work on their own? (2)
- Question 4 Name 4 (four) conflict sources. (4)
- Question 5 Give a list of 3 (three) negative and 3 (three) positive characteristics of conflict. (6)
- Question 6 Why can a person with poor self-image cause conflict? (1)
- Question 7 Explain “role player” in a conflict situation. (2)
- Question 8 How many role players will be the minimum required to have a conflict situation? (1)
- Question 9 Name at least 4 (four) people that can be involve is a conflict situation? (4)
- Question 10 Why is preception important in conflict handling? (1)
- Question 11 Why does conflict start? (1)
- Question 12 Name 3 (three) of the animal groups that managers can be devided into when it comes to solving conflict situations and explain each? (3)
- Question 13 When will conflict get easier to manage? (1)
- uestion 14 How should the energy that is created in a conflict situation be used, explain you answer? (2)
- Question 15 What is the difference between intrapersonal and interpersonal? (2)
- Question 16 When prioritising a conflict situation name five (5) questions one should ask yourself? (5)
- Question 17 What are the elements of the communication? (5)
- Question 18 Explain the difference between direct and indirect Oral / spoken / verbal communication. (2)
- Question 19 What are the 8 (eight) steps in resolving conflict? (8)
- Question 20 What act is mainly used in labour relation issues? (1)
- Question 21 What are 5 (five) basic approaches to managing conflict? (5)
- Question 22 Why is it necessary to have the ability to manage conflict? (2)
- Question 23 Give about 6 (six) tips on how to calming difficult or angry people: (6)
- Question 24 Name 2 (two) skills that will be particularly relevant in solving the problem or conflict? (2)
- Question 25 An effective conflict manager should try and avoid negative factors in trying to resolve the conflict situations, name 2 (two). (2)