This module is part of BANKSETA’s “Capacity Building for Employees” learning programme that aims to equip you with the critical competencies you need to survive and thrive in work and in life.

Conflict in the workplace is an unavoidable occurrence. When you factor in the different personalities of the people that you work with, and couple that with the various stressors and deadlines in the working environment, it’s almost inevitable that conflict over something is going to arise at some point.

The purpose of this module is to help you explore effective ways to handle difficult conversations and conflict at work. You will identify the causes of workplace conflict and how to minimise the impact on self and others by turning difficult conversations into successful interactions.

In the module we firstly focus on the context of conflict - the definition of conflict, the reasons why we hate conflict and try to avoid it at all costs and the positives and negatives of conflict. Secondly, we explore a range of strategies and skills that you can use to handle conflict situations in your workplace as well as how to minimise the negative effects of conflict. Lastly, we focus on the process to resolve conflict by reducing, eliminating or terminating the conflict.

• Discuss the context of conflict in the workplace;
• Identify the sources of conflict in the workplace;
• Analyse the upside and downside of conflict;
• Examine how people respond to conflict and reflect on the impact of these responses;
• Identify personal conflict handling styles (intentions) and analyse how these inform our decisions to act in a given way;
• Explain the skills needed to minimise the negative effects of conflict;
• Implement conflict handling strategies to effectively resolve conflict in the workplace; and
• Identify the 5 levels of conflict to make an informed decision about how to approach a conflict situation.

Course Content:

Learning Unit 1: Context

Learning Unit 2: Styles & Skills

Learning Unit 3: Strategies & Process

Who Should Attend:

The programme is intended for junior and mid-level managers within the banking and microfinance sector.

Entry Requirements:

There are no entry requirements for this course.

Course Structure:

This course is available in classroom-learning and online learning format.

• Classroom-Learning: Lectures, Group Discussions, Role-Plays and Simulations
• Distance Learning: The learner works through the learning material via the BSI LMS and completes the Knowledge Test at his/her own time and pace.

Assessments:

The module has a knowledge test at the end of the module.

Accreditation:

This module is not accredited or aligned to any unit standards.

Certification:

A Certificate of Successful Completion will be issued to the learner on successfully completing the knowledge test at the end of the module.

Duration:

Classroom-Based: 1 day (10 notional hours of learning)

Distance/Online Learning: 1 – 2 hours