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Imsimbi Training – unleashing your potential!

 

Imsimbi Training proudly presents

Professional Conflict & Change Management – 5 Days

 

Imsimbi Training is a fully accredited training provider with the Services Seta, number 2147,  as well as a Level 2 Contributor BBBEE company.

This course is accredited by the Services Seta and the material covers unit standards 264408,  252021, 117853, 114226 at NQF Level 5 worth 27 credits,

 

UNITS STANDARDS

  Programme Overview

Welcome to this learning programme that will lead you to greater understanding of Professional Conflict and Change Management.

As you work your way through the learning programme you will gain competence against the following Unit Standards:

SAQA ID NQF Level Credits Title
264408 5 3 Manage and improve communication processes in a function
252021 5 8 Formulate recommendations for a change process
117853 5 8 Conduct negotiations to deal with conflict situations
114226 5 8 Interpret and manage conflicts within the workplace

COURSE OUTCOMES

Unit 1: Interpret and manage conflicts within the workplace

Upon completing the module, the learner should be able to:

  • Recognize how our own attitudes and actions impact on others 
  • Draw up a list of possible sources of conflict, including perceptions and assumptions, with examples of where they are most likely to occur 
  • Discuss positive and negative characteristics of conflict in the workplace with examples 
  • Explain organisational conflict modes with examples 
  • Describe conflict, which may arise in personality types, using transactional analysis

Conflict Management Techniques

  • Recognize how our own attitudes and actions impact on others Discuss the various business conflict modes with examples
  • Explain useful steps to be taken to manage conflict with examples
  • Describe the route, which conflicts normally follow toward resolution with examples

Action Plans and Strategies to Manage Conflict 

  • List methods available to resolve conflict in terms of the Labour Relations Act with examples
  • Choose the most appropriate strategy to resolve a particular conflict with a justification for the choice of strategy
  • Demonstrate the need to adopt action plans and adapt them to a particular conflict with examples
  • Explain the role of policies and procedures in place in the organisation in terms of their role in preventing and/or resolving conflicts

The Attributes of an Effective Conflict Manager

  • List the personal attributes of a good conflict manager with examples of how each characteristic contributes to conflict resolution
  • Do a skills audit to identify the skills you (the learner) needs to develop to be an effective conflict manager
  • List the negative attributes which should be avoided or controlled by an effective conflict manager with an explanation of the negative effect each has on the resolution of conflict

Unit 2: Prepare for Negotiations 

  • Identify administrative arrangements for negotiation processes and deal with it effectively
  • Explain the purpose of negotiation and identify issues to be negotiated clearly and prioritise it using participatory processes
  • Identify and explain a variety of negotiation strategies and processes (process, application, strengths and weaknesses) and select an appropriate strategy based on the negotiation at hand
  • Identify and motivate negotiation ranges a for all identified issues
  • Identify and inform relevant stakeholders about issues to be negotiated according to the agreed upon time framework and through effective communication methods
  • Take and initiate appropriate actions when obtaining mandates from constituencies
  • Collate and share relevant information about identified issues with all parties
  • Anticipate the negotiation process and identify, select and motivate appropriate tactics to the parties

Engage in Negotiations

  • Explain and align behaviour and conduct during negotiations with selected negotiation strategy and tactics
  • Conduct negotiations in a manner that maintains or enhances relationships and promotes outcomes that are satisfactory or advantageous in terms of the purpose of the negotiation
  • Facilitate the negotiation process using effective communication and interpersonal skills
  • Identify, explain and explore relevant options throughout the process
  • Conduct negotiations and take and initiate appropriate action to obtain an amended mandate
  • Present, explain and motivate negotiated outcomes clearly to the constituency
  • Record proceedings and interim outcomes accurately for feedback purposes

Finalise Negotiations and Communicate Agreements 

  • Finalise agreements and agree verbally to agreements (by parties)
  • Record final agreements accurately according to best practices
  • Disseminate and make final agreements accessible to all constituents and stakeholders

Evaluate Negotiation Processes 

  • Evaluate negotiation processes in terms of strengths and weaknesses and the extent to which the brief was achieved
  • Identify and record opportunities and mechanisms to improve upon the negotiation process for integration into future processes
  • Seek participant’s reactions to the process and analyse it in line with the negotiation purposes

Unit 3: Establish Communication Processes

  • Analyse the entity’s communication strategy in terms of its intended application and how it is effectively being applied 
  • Develop communication processes to accommodate inter and intra-function communication so that all parties within the function are kept informed of aspects and developments relevant to them 
  • Develop communication processes in relation to external stakeholders so as to ensure effective and efficient service 
  • Delegate specific tasks within the communication process to ensure outward reach of the process 
  • Manage communication processes to ensure that the communication strategy is achieving what was supposed to be achieved

Evaluate Communication Processes

  • Develop criteria for the review and evaluation of communication processes
  • Explain a feedback loop to show how the function communicates with its internal and external stakeholders
  • Measure the information obtained against the criteria developed to determine the effectiveness of the communication processes of the function
  • Assess the aspects of ethics and principles during the evaluation

Recommend Improvements to the Communication Processes 

  • Analyse the barriers to the communication processes of the function so that the process to address them is focused and efficient
  • Develop strategies to address each of the barriers identified and outlined
  • Address principles of communication to promote open and honest communication

Unit 4: Formulate recommendations for a change process

  • Explain the nature of change and its impact on organisational sustainability with reference to internal and external environmental change affecting a specific unit
  • Motivate the need for change by identifying the benefits of change for a unit

The Need for Organisational Change 

  • Identify the need for change in a unit of an entity in terms of a desired state compared with the current state
  • Present the results of a SWOT or other suitable analysis to substantiate the argument in favour of a change process
  • Ensure that the change management plan presented describes the changes to be implemented in relation to the needs identified in the SWOT analysis
  • Ensure that the actions proposed for managing the anticipated human responses to the change process are appropriate to the findings of the SWOT analysis

Implement Change 

  • Describe the characteristics of two change models with reference to their appropriateness for different change processes
  • Describe the reasons for selecting the model with reference to the findings of the analysis
  • Ensure that the actions proposed for managing the anticipated human responses to the change process are appropriate to the findings of the SWOT analysis
  • Motivate the role and competencies of the change leader responsible for facilitating the dynamics of the change process in relation to the proposed change process

 

COURSE CONTENT

Programme Overview

Day 1: Conflict Management Introduction

Unit 1: Understanding Conflicts in the Workplace

Learning Outcomes

  • Setting the stage – trust and dialogue in teams and organisations
  • The main sources of conflict
  • Positive and Negative characteristics of conflict
  • Organisational conflict modes
  • Use transactional analysis to describe interpersonal conflict

Conflict Management Techniques

Learning Outcomes

  • Conflict management styles
  • Steps to manage conflict
  • The route of conflict toward resolution

Action Plans and Strategies to Manage Conflict

Learning Outcomes

  • Conflict resolution continuum
  • The role of the Labour Relations Act in preventing or resolving disputes
  • Selecting a strategy
  • The role of policies and Procedures to prevent / resolve conflicts

Day 2: Conduct Negotiations

Introduction

Unit 2: Prepare for Negotiations

Learning Outcomes

  • Preparing the negotiation process
  • Administrative arrangements
  • The purpose of negotiation
  • Negotiation strategies and processes
  • Negotiation ranges
  • Identify and inform stakeholders
  • Obtain mandates
  • Collate and share information
  • Anticipate the negotiation process and identify, select and motivate tactics

Engage in Negotiations

Learning Outcomes

  • Behaviour and conduct during negotiations
  • Conduct negotiations
  • Negotiation mistakes to avoid
  • Facilitate the negotiation process
  • Identify and explore options

Day 3: Finalise Negotiations and Communicate Agreements

Learning Outcomes

  • Finalise negotiations 
  • Record final agreements 
  • Disseminate and make final agreements accessible 
  • Process and skills: a summary 
  • Characteristics of a durable agreement 
  • Strong vs Weak agreements

Evaluate Negotiation Processes

Learning Outcomes

  • Opportunities and mechanisms for improvement 
  • Seek and analyse participants’ reactions

Day 4: Communications and Positive Relationships

Introduction

Establish Communication Processes

Learning Outcomes

  • Organisational communication strategies 
  • collect and analyse data 
  • Regulations, legislation, agreements, policies and standards 
  • Theory, rules, principles, laws, stakeholder theory 
  • Internal communication processes 
  • External communication processes 
  • Delegate communication process tasks 
  • Manage communication processes

 

Valuate Communication Processes

Learning Outcomes

  • Criteria for the review and evaluation of communication processes
  • The feedback loop
  • Measure information against criteria
  • Communication principles

Recommend Improvements to the Communication Process

Learning Outcomes

  • Analyse the barriers
  • Strategies to address communication barriers
  • The principles of communication

Day 4 & 5: MANAGING CHANGE

Introduction: Organisational Change

Learning Outcomes

  • Definition of change 
  • Change and its impact on organisational sustainability 
  • The management of change 
  • Motivate the need for change

 

The Need for Organisational Change

Learning Outcomes

  • Analysing an area of the business unit in need of change 
  • The role of the change manager 
  • Identify the need for change in a unit 
  • Make a decision to change 
  • Use a SWOT analysis to substantiate the change process

Implement Change

Learning Outcomes

  • Change implementation models 
  • Making change happen: the process 
  • Use models for managing change 
  • Implement change 
  • Get support for change: stakeholder management 
  • Human response to change

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