National Certificate in Paper & Pulp Manufacturing NQF Level 3
Use
communication
skills to handle
and resolve
conflict in the
workplace
Commissioned by PAMSA
and German Technical Co-Operation
1
National Certificate in Paper & Pulp Manufacturing NQF Level 3
Use communication skills to handle and
resolve conflict in the workplace
Notional
Hours
TF303.01
Understanding conflict situations in the workplace
8
TF303.02
Dealing with conflict in the workplace
7
TF303.03
Understanding feelings and content
Total Notional Hours
Commissioned by PAMSA
P&P3FM
Dealing with conflict
15
P&P3FM
30
Dealing with
emotions
and German Technical Co-Operation
2
National Certificate in Paper & Pulp Manufacturing NQF Level 3
US9533
Use communication skills to handle and resolve conflict in
the workplace
Critical Cross-field Outcomes
TF303.01
Understanding conflict situations in
the workplace
Be able to determine to what extent poor
communication plays a role in conflict
Be able to identify the role players in
conflict situations
Identify and solve
problems
Work effectively with
others
Communicate effectively
Organise and manage
myself and my activities
Collect, analyse, organise
and critically evaluate
information
Understand the reasons for conflict in the
workplace
Be able to identify different conflict
situations that occur in the workplace
Use science and
technology effectively and
critically
Demonstrate an
understanding of the
world as a set of related
systems
Understand the basic categories of conflict (over
data/facts, process/methods, purpose and values)
Use mathematics
Learner and societal
development
Commissioned by PAMSA
and German Technical Co-Operation
3
National Certificate in Paper & Pulp Manufacturing NQF Level 3
Topic Specification: TF303.01
Execute, test and
evaluate
Analyse, plan and
make decisions
Collect Information
Learning Activities
Use Multi media
Self Study
Plant investigation
Media search
Understanding conflict situations in the workplace
Assignment Description
W
H
A
T
A group exercise where the
different conflict situations that
occur in the workplace are
discussed, the reasons for the
conflict as well as the role players
Topic assessment criteria
The assessor will observe and confirm
that learners:
• Are able to understand the different conflict
situations in the workplace
•Are able to understand the reasons for the conflict
•Are able to understand the different role players in
conflict situations
Interview experts
Attend lectures
HOW
•Are able to explain to what extend poor
communication plays a role in conflict
Group Discussions
1.
A group discussion facilitated by the
facilitator/coach to identify conflict
situations that occur in the workplace
Compile lists
2.
Analyse the conflicts and discuss reasons
why the conflict situations occur
Develop
recommendations
3.
Relate conflicts to the main categories
4.
Discuss to what extend poor
communication played a role in the conflict
situations
5.
Recommend ways to avoid conflict
situations
6.
Present your recommendations to the
group
Sketch
Analyse
Job assignment
Make presentation
Complete documents
Draft a report
Complete a
questionnaire
Commissioned by PAMSA
and German Technical Co-Operation
Notional
Hours
8
4
National Certificate in Paper & Pulp Manufacturing NQF Level 3
US9533
Use communication skills to handle and resolve conflict in
the workplace
Critical Cross-field Outcomes
TF303.02
Dealing with conflict in the workplace
Identify and solve
problems
Work effectively with
others
Be able to apply basic methods to
resolve conflict
Know the basic steps to manage anger
Understand the need to be flexible
Understand the basic interpersonal
management skills
Understand the basic methods to resolve
conflict
Understand that conflict can have
positive and negative effects
Communicate effectively
Organise and manage
myself and my activities
Collect, analyse, organise
and critically evaluate
information
Use science and
technology effectively and
critically
Demonstrate an
understanding of the
world as a set of related
systems
Use mathematics
Learner and societal
development
Commissioned by PAMSA
and German Technical Co-Operation
5
National Certificate in Paper & Pulp Manufacturing NQF Level 3
Topic Specification: TF303.02
Execute, test and
evaluate
Analyse, plan and
make decisions
Collect Information
Learning Activities
Use Multi media
Self Study
Plant investigation
Media search
Dealing with conflict in the workplace
Assignment Description
W
H
A
T
A group role-play exercise to
resolve conflict situations in the
workplace
Topic assessment criteria
The assessor will observe and confirm
that learners:
• Are able to apply basic methods and skills to
resolve conflict in the workplace
•Are able to illustrate the process of reaction in a
conflict situation to solvie the problem is illustrated
Interview experts
•Are able to illustrate methods to resolve conflict
Attend lectures
HOW
Group Discussions
Sketch
Case studies
1.
Facilitator to provide learners with various
scenarios of conflict in the workplace
2.
Learners to role-play the conflict and
demonstrate how the conflicts are resolved
3.
Group to reflect on the various methods
used to resolve the conflict
4.
Learners to complete a questionnaire,
indicating the different methods used in
the various scenarios
Compile lists
Develop
recommendations
Job assignment
Make presentation
Complete documents
Notional
Hours
Draft a report
7
Complete a
questionnaire
Commissioned by PAMSA
and German Technical Co-Operation
6
National Certificate in Paper & Pulp Manufacturing NQF Level 3
US9533
Use communication skills to handle and resolve conflict in
the workplace
Critical Cross-field Outcomes
TF303.03
Understanding feelings and content
Identify and solve
problems
Work effectively with
others
Understand the need to focus
on the process not the person
Understand your personal
conflict management style
Understand the different
conflict management styles and
when best to apply
Communicate effectively
Understand the need for
emotional self-control
Be able to apply most appropriate
conflict management style in different
conflict situations
Organise and manage
myself and my activities
Collect, analyse, organise
and critically evaluate
information
Use science and
technology effectively and
critically
Be able to evaluate own
feelings and behaviour in
conflict situations
Understand that people
behave different in conflict
situations
Demonstrate an
understanding of the
world as a set of related
systems
Use mathematics
Learner and societal
development
Commissioned by PAMSA
and German Technical Co-Operation
7
National Certificate in Paper & Pulp Manufacturing NQF Level 3
Topic Specification: TF303.03
Execute, test and
evaluate
Analyse, plan and
make decisions
Collect Information
Learning Activities
Use Multi media
Self Study
Plant investigation
Media search
Understanding feelings and content
Assignment Description
W
H
A
T
A role-play exercise where
different behaviours in conflict
situations are demonstrated and
an individual exercise to determine
own conflict management style
Interview experts
Attend lectures
HOW
Group Discussions
Sketch
Role play
1.
A role-play exercise to illustrate different
behaviours to conflict
2.
An individual exercise where the facilitator
provides the learners with a questionnaire
to determine their personal conflict
management style
3.
A group discussion to evaluate appropriate
conflict management styles in certain types
of conflict situations
Compile lists
Develop
recommendations
Job assignment
Topic assessment criteria
The assessor will observe and confirm
that learners:
• Are able to illustrate behaviour of different people
in conflict situations
•Are able to discuss own behaviour in conflict
situation
•Are able to understanding of the different conflict
management styles and when best to apply it
•Are able to identify own personal conflict
management style
Make presentation
Complete documents
Notional
Hours
Draft a report
15
Complete a
questionnaire
Commissioned by PAMSA
and German Technical Co-Operation
8