Use communication skills to handle and resolve conflict in the workplace

1
Use communication skills to handle and resolve
conflict in the workplace
2
Use communication skills to handle and resolve
conflict in the workplace
Notional Hours
8 7 15 30
TF303.01 Understanding conflict situations in
the workplace
TF303.02 Dealing with conflict in the workplace
TF303.03 Understanding feelings and content
Total Notional Hours
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
Identify and solve problems
Work effectively with others
Be able to determine to what extent poor
communication plays a role in conflict
Communicate effectively
Organise and manage myself and my activities
Be able to identify the role players in conflict
situations
Collect, analyse, organise and critically
evaluate information
Understand the reasons for conflict in the
workplace
Use science and technology effectively and
critically
Be able to identify different conflict situations
that occur in the workplace
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
4
Topic Specification TF303.01 Understanding
conflict situations in the workplace
Learning Activities
Topic assessment criteria
Assignment Description
Use Multi media
WHAT
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

• 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

Self Study
Plant investigation
Collect Information
Media search
Interview experts
Attend lectures
HOW
Group Discussions

• A group discussion facilitated by the
  facilitator/coach to identify conflict situations
  that occur in the workplace
• Analyse the conflicts and discuss reasons why the
  conflict situations occur
• Relate conflicts to the main categories
• Discuss to what extend poor communication played
  a role in the conflict situations
• Recommend ways to avoid conflict situations
• Present your recommendations to the group

Sketch
Analyse
Analyse, plan and make decisions
Compile lists
Develop recommendations
Job assignment
Make presentation
Complete documents
Execute, test and evaluate
Draft a report
Complete a questionnaire
5
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
Communicate effectively
Organise and manage myself and my activities
Know the basic steps to manage anger
Collect, analyse, organise and critically
evaluate information
Understand the need to be flexible
Use science and technology effectively and
critically
Understand the basic interpersonal management
skills
Demonstrate an understanding of the world as a
set of related systems
Understand the basic methods to resolve conflict
Understand that conflict can have positive and
negative effects
Use mathematics
Learner and societal development
6
Topic Specification TF303.02 Dealing with
conflict in the workplace
Learning Activities
Topic assessment criteria
Assignment Description
Use Multi media
WHAT
A group role-play exercise to resolve conflict
situations in the workplace

• 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

Self Study
Plant investigation
Collect Information
Media search
Interview experts
Attend lectures
HOW
Group Discussions

• Facilitator to provide learners with various
  scenarios of conflict in the workplace
• Learners to role-play the conflict and
  demonstrate how the conflicts are resolved
• Group to reflect on the various methods used to
  resolve the conflict
• Learners to complete a questionnaire, indicating
  the different methods used in the various
  scenarios

Sketch
Case studies
Analyse, plan and make decisions
Compile lists
Develop recommendations
Job assignment
Make presentation
Complete documents
Execute, test and evaluate
Draft a report
Complete a questionnaire
7
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
Communicate effectively
Organise and manage myself and my activities
Understand the need for emotional self-control
Understand your personal conflict management style
Collect, analyse, organise and critically
evaluate information
Be able to apply most appropriate conflict
management style in different conflict situations
Understand the different conflict management
styles and when best to apply
Use science and technology effectively and
critically
Demonstrate an understanding of the world as a
set of related systems
Be able to evaluate own feelings and behaviour in
conflict situations
Understand that people behave different in
conflict situations
Use mathematics
Learner and societal development
8
Topic Specification TF303.03 Understanding
feelings and content
Learning Activities
Topic assessment criteria
Assignment Description
Use Multi media
WHAT
A role-play exercise where different behaviours
in conflict situations are demonstrated and an
individual exercise to determine own conflict
management style

• 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

Self Study
Plant investigation
Collect Information
Media search
Interview experts
Attend lectures
HOW
Group Discussions

• A role-play exercise to illustrate different
  behaviours to conflict
• An individual exercise where the facilitator
  provides the learners with a questionnaire to
  determine their personal conflict management
  style
• A group discussion to evaluate appropriate
  conflict management styles in certain types of
  conflict situations

Sketch
Role play
Analyse, plan and make decisions
Compile lists
Develop recommendations
Job assignment
Make presentation
Complete documents
Execute, test and evaluate
Draft a report
Complete a questionnaire