SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Use communication skills to handle and resolve conflict in the workplace 
SAQA US ID UNIT STANDARD TITLE
9533  Use communication skills to handle and resolve conflict in the workplace 
ORIGINATOR
SGB Air-conditioning Refrigeration and Ventilation 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 06 - Manufacturing, Engineering and Technology Engineering and Related Design 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  3 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
Identify a conflict situation and communicate in such a way that the conflict can be resolved in a constructive manner. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
ABET Level 4 Literacy. 

UNIT STANDARD RANGE 
Commonly occuring conflicts in the South African work situation. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Demonstrate an understanding of different conflict situations in the workplace 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Different conflict situations that occur in the workplace are listed. 

ASSESSMENT CRITERION 2 
2. Examples of conflict situations are given and the conflicts described. 

ASSESSMENT CRITERION 3 
3. Role-players in conflict situations are listed. 

ASSESSMENT CRITERION 4 
4. Reasons why conflict occurs are listed and discussed. 

SPECIFIC OUTCOME 2 
State and explain the difference between feelings and actual problem (contents) 
OUTCOME NOTES 
State and explain the difference between feelings and actual problem (contents) when dealing with conflict. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Behaviour of different people in a conflict situation is discussed. 

ASSESSMENT CRITERION 2 
2. Own feelings when in a conflict situation is discussed. 

ASSESSMENT CRITERION 3 
3. Own behaviour when in a conflict situation is discussed. 

ASSESSMENT CRITERION 4 
4. The process of reaction in a conflict situation to solving the problem is demonstrated through exercises. 

SPECIFIC OUTCOME 3 
Handle and resolve a conflict in the workplace 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Methods to resolve conflict are identified and explained. 

ASSESSMENT CRITERION 2 
2. Conflict situation and possible methods of resolving the conflict are demonstrated by means of a role-play. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
Any person wishing to be assessed against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA, who may appoint a moderator to be present at the assessment. 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
The difference between feelings and facts in a conflict situation, and an understanding of the need to deal with the feelings of the other person in order to handle and resolve the conflict. 


Critical Cross-field Outcomes (CCFO): 

UNIT STANDARD CCFO COMMUNICATING 
Communicating effectively:
  • Using language skills 
    		•

    UNIT STANDARD CCFO CONTRIBUTING 
    Learner and societal development:
  • Contribute to the full development of each learner and the social and economic development of the society at large because learners gain confidence through their ability to communicate effectively 
    		•

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Supplementary information:

    Role-play should be used. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  80786   National Certificate: Home-Care Practices  Level 2  NQF Level 02  Reregistered  2023-06-30  SERVICES 
    Core  48794   National Certificate in Quality Checking of Tyres and Tyre Components  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  21005   National Certificate: Automotive Component Manufacturing and Assembly  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2008-11-01  Was MERSETA until Last Date for Achievement 
    Core  67465   National Certificate: Business Administration Services  Level 3  NQF Level 03  Reregistered  2023-07-30  As per Learning Programmes recorded against this Qual 
    Core  49600   National Certificate: Development Practice  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2009-05-13  Was ETDP SETA until Last Date for Achievement 
    Core  23258   National Certificate: Industrial Rubber Manufacturing: Mixing OR Extruding OR Moulding OR Calendaring  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2011-02-16  MERSETA 
    Core  67329   National Certificate: Inshore Maritime Operations  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2015-06-30  TETA 
    Core  21015   National Certificate: Metal and Engineering Manufacturing Processes  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2011-02-16  Was MERSETA until Last Date for Achievement 
    Core  58719   National Certificate: Metals Processing  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  49019   National Certificate: Metals Production  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered"     		 2007-04-07   
    Core  49449   National Certificate: Plastics Manufacturing  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  20889   National Certificate: Plastics Manufacturing  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered"     		 2005-04-13  Was MERSETA until Last Date for Achievement 
    Core  36155   National Certificate: Polymer Composite Fabrication  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  79407   National Certificate: Polymer Compound Manufacturing  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  21012   National Certificate: Power and Telecommunication Cable Manufacturing  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  57899   National Certificate: Printing and Manufacture of Packaging  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2015-06-30  FPMSETA 
    Core  60369   National Certificate: Strata Control Operations  Level 3  NQF Level 03  Reregistered  2023-06-30  MQA 
    Core  24217   National Certificate: Thermoplastic Fabrication  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  48798   National Certificate: Tyre and Tyre Component Manufacturing  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  48795   National Certificate: Tyre Assembly  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Core  24213   National Certificate: Welding Application and Practice  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered"     		 2006-12-03  MERSETA 
    Core  60650   Professional Qualification: Business Administration  Level 3  NQF Level 03  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Fundamental  20720   National Certificate: Air-Conditioning, Refrigeration and Ventilation  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered"     		 2004-06-13  Was MERSETA until Last Date for Achievement 
    Fundamental  48727   National Certificate: Sugar Manufacturing and Refining Technical Maintenance  Level 3  NQF Level 03  Reregistered  2023-06-30  AgriSETA 
    Elective  48963   National Certificate: Air-Conditioning, Refrigeration and Ventilation  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2009-03-12  Was MERSETA until Last Date for Achievement 
    Elective  65489   National Certificate: Air-Conditioning, Refrigeration and Ventilation  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Elective  78923   National Certificate: Autotronics  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Elective  22859   National Certificate: Autotronics  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2009-11-07  Was MERSETA until Last Date for Achievement 
    Elective  24456   National Certificate: Maintaining Vehicles  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2008-02-06  Was MERSETA until Last Date for Achievement 
    Elective  23255   National Certificate: Mechanical Engineering: Fitting and Machining  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Elective  67609   National Certificate: Mechatronics  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Elective  22771   National Certificate: Mechatronics  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2009-07-29  Was MERSETA until Last Date for Achievement 
    Elective  79666   National Certificate: Metal and Engineering Manufacturing Processes  Level 3  NQF Level 03  Reregistered  2023-06-30  MERSETA 
    Elective  65549   National Certificate: Mining Technical Support  Level 3  NQF Level 03  Reregistered  2023-06-30  MQA 
    Elective  79806   National Certificate: Occupational Hygiene and Safety  Level 3  NQF Level 03  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  50543   National Certificate: Small Craft Construction  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered"     		 2009-08-31  Was MERSETA until Last Date for Achievement 
    Elective  57886   National Certificate: Welding Application and Practice  Level 3  NQF Level 03  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  78529   Further Education and Training Certificate: Chemical Operations  Level 4  NQF Level 04  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  58801   Further Education and Training Certificate: Environmental Noise Practice  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2015-06-30  LG SETA 
    Elective  48962   Further Education and Training Certificate: Manufacturing and Assembly Logistics (M&AL)  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 
    Elective  79807   Further Education and Training Certificate: Occupational Hygiene and Safety  Level 4  NQF Level 04  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. BANA BA THARI MINING TRADING AND DEVELOPMENT ACADEMY 
    2. CADDIS TRADING CC 
    3. Coastal Kzn F.E.T. College - Swinton Road Campus 
    4. Continental Tyres SA (Pty) Ltd (NEW BRIGHTON) (TP) 
    5. DIGGERS TRAINING AND DEVELOPMENT SERVICES 
    6. Eastcape Midlands Public FET College - Uitenhage (High Street)Campus 
    7. ERGO BUSINESS DEVELOPMENT ACADEMY NPC 
    8. Exodus Agri Academy Pty Ltd 
    9. Farmgro TP 
    10. FBT Consultants CC 
    11. Further Education Trade Training 
    12. FVW Welding Academy(Johannesburg) (TP) 
    13. Gijima AST Holdings (Pty) Ltd T/A Fundi Training Centre (BENONI) (TP) 
    14. HARMONY GOLD MINING CO LTD 
    15. HYGRO TRAINING COLLEGE (Pty) LTD 
    16. Intercept Consulting and Training Solutions 
    17. Koue Bokkeveld Training Centre 
    18. Orbit FET College - Rustenburg Campus 
    19. P and R Development and Training (Pty) Ltd 
    20. PALABORA COPPER (PTY) LTD 
    21. Production Management Institute of Southern Africa (PMI) - Johannesburg 
    22. PS Productive Services (WESTVILLE) (TP) 
    23. Qualitas Training cc (SELBY) (TP) 
    24. SAMSONS SCHOOL OF WELDING 
    25. Samsons School of Welding T/A Samsons Skills Development Institute (DU 
    26. SEDIBENG TRAINING CENTRE 
    27. Service Corps T/A Works Training School (ELANDSFONTEIN) (TP) 
    28. SIBANYE GOLD ACADEMY PROPRIETARY LIMITED 
    29. Sithembubuhle Textiles & Screen Printers 
    30. Swift Skills Academy (SASOLBURG) (TP) 
    31. THE NEW RECLAMATION GROUP (PTY) LTD (Prospecton) (TP) 
    32. Thestor Thechnology & Training 
    33. WESTERN PLATINUM MINE 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.