About the Skills Programme

The Skills Programme: Conflict Management (SP-210502) is a QCTO-aligned programme that prepares learners to identify, manage and resolve conflict in the workplace and in community and organisational settings. The programme responds directly to South Africa's need for constructive workplace relations and effective dispute resolution, and it equips learners to intervene early, apply structured resolution processes, and reduce the operational and reputational cost of unresolved conflict.

The programme integrates theoretical knowledge, practical skills and applied workplace activity across the full conflict cycle — from recognising the sources and early warning signs of conflict, through analysis and communication, to negotiation, mediation, resolution and follow-up. On completion, learners are able to analyse a conflict situation and its underlying causes, select an appropriate resolution strategy, conduct negotiation and mediation processes, apply grievance and disciplinary procedures lawfully, record and report outcomes, and work within the framework of the Labour Relations Act and the CCMA and bargaining council dispute resolution structures.

Purpose

The purpose of this skills programme is to prepare a learner to manage and resolve conflict in an organisational context. A conflict management practitioner recognises the causes and dynamics of conflict, applies appropriate interpersonal and procedural interventions to resolve it, and contributes to a working environment characterised by fair process, sound relationships and lawful compliance within the South African labour relations environment.

Who Should Enrol?

This programme is designed for learners who deal with conflict as part of their role, as well as those preparing to move into supervisory, people-facing or dispute resolution positions. It is well suited to:

• Supervisors, team leaders and line managers responsible for day-to-day workplace relationships.
• Human resources practitioners, employee relations officers and shop stewards.
• Customer-facing employees who manage complaints, disputes and escalations.
• Community leaders, cooperative members and civil society representatives who mediate local disputes.
• Employers and enterprise development programmes investing in workplace relations capacity, and organisations strengthening their grievance, disciplinary and transformation processes.

Entry Requirements

Learners must be competent in Communication at NQF Level 3 or equivalent. A National Senior Certificate is advantageous but not required. Because the programme requires learners to apply their learning to real or realistically modelled disputes, learners must have access to a workplace, an organisational or community setting in which conflict is encountered, or a simulated workplace environment provided by the training provider.

Career Opportunities

Graduates of this programme are equipped to take up roles that carry responsibility for workplace relationships and dispute resolution. Outcomes include:

• Supervisor, team leader or first-line manager.
• Human resources or employee relations assistant.
• Shop steward, workplace forum member or union representative.
• Customer complaints, escalations or client relations officer.
• Community mediator, cooperative committee member or peer facilitator.