1 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Use communication skills to handle and resolve conflict in the workplace

2 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 BF Dealing with conflict in the workplace BF Understanding feelings and content BF Understanding conflict situations in the workplace Notional Hours Total Notional Hours Use communication skills to handle and resolve conflict in the workplace P&P4FM Dealing with conflict P&P4FM Dealing with emotions

3 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 BF Understanding conflict situations in the workplace Critical Cross-field Outcomes Identify and solve problems Work effectively with others 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 Understand the basic categories of conflict (over data/facts, process/methods, purpose and values) Be able to identify different conflict situations that occur in the workplace Understand the reasons for conflict in the workplace Be able to identify the role players in conflict situations Be able to determine to what extent poor communication plays a role in conflict US9533Use communication skills to handle and resolve conflict in the workplace

4 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Topic Specification: BF Understanding conflict situations in the workplace Collect Information Use Multi media Self Study Plant investigation Media search Interview experts Attend lectures Analyse, plan and make decisions Group Discussions Sketch Analyse Compile lists Develop recommendations Execute, test and evaluate Job assignment Make presentation Complete documents Draft a report Complete a questionnaire Learning ActivitiesTopic 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 Are able to explain to what extend poor communication plays a role in conflict Assignment Description WHATWHAT HOW Notional Hours 8 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 1.A group discussion facilitated by the facilitator/coach to identify conflict situations that occur in the workplace 2.Analyse the conflicts and discuss reasons why the conflict situations occur 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

5 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 BF Dealing with conflict in the workplace Critical Cross-field Outcomes Identify and solve problems Work effectively with others 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 Understand that conflict can have positive and negative effects Understand the basic methods to resolve conflict Understand the need to be flexible Know the basic steps to manage anger Be able to apply basic methods to resolve conflict Understand the basic interpersonal management skills US9533Use communication skills to handle and resolve conflict in the workplace

6 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Topic Specification: BF Dealing with conflict in the workplace Collect Information Use Multi media Self Study Plant investigation Media search Interview experts Attend lectures Analyse, plan and make decisions Group Discussions Sketch Case studies Compile lists Develop recommendations Execute, test and evaluate Job assignment Make presentation Complete documents Draft a report Complete a questionnaire Learning ActivitiesTopic 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 Are able to illustrate methods to resolve conflict Assignment Description WHATWHAT HOW Notional Hours 7 A group role-play exercise to resolve conflict situations in the workplace 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

7 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 BF Understanding feelings and content Critical Cross-field Outcomes Identify and solve problems Work effectively with others 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 Understand the different conflict management styles and when best to apply Understand your personal conflict management style Understand that people behave different in conflict situations Be able to evaluate own feelings and behaviour in conflict situations Understand the need for emotional self-control Understand the need to focus on the process not the person Be able to apply most appropriate conflict management style in different conflict situations US9533Use communication skills to handle and resolve conflict in the workplace

8 Commissioned by PAMSA and German Technical Co-Operation National Certificate in Paper & Pulp Manufacturing NQF Level 4 Topic Specification: BF Understanding feelings and content Collect Information Use Multi media Self Study Plant investigation Media search Interview experts Attend lectures Analyse, plan and make decisions Group Discussions Sketch Role play Compile lists Develop recommendations Execute, test and evaluate Job assignment Make presentation Complete documents Draft a report Complete a questionnaire Learning ActivitiesTopic 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 Assignment Description WHATWHAT HOW Notional Hours 15 A role-play exercise where different behaviours in conflict situations are demonstrated and an individual exercise to determine own conflict management style 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