Managing Conflict and Acting Assertively

Practitioners who have achieved this unit standard will have an understanding of the basic concepts of assertive behavior; how to identify assertive behavior and the value thereof, and how to communicate in an assertive manner with clients and fellow workers. They will further be able to identify and manage the resolution of personal conflict between persons or parties.

Entry Requirements: 

The learner undertaking this training must be competent in Communication and Numeracy at NQF Level 4 or equivalent.


Two days.

Who should attend?: 

The training is intended for any learner who seeks to communicate and behave in an assertive manner in the workplace, or who is called upon to deal with conflict. It is thus suitable for any one entering or currently employed in a management position who needs to improve their assertiveness skills and deal with conflict.

What’s in it for the learner?: 

While conflict isn’t necessarily a bad thing, managing conflict is something which many of us find hard – we either ‘duck’ it, over-react to it, or provoke it unnecessarily. The results can be personal stress, poor relationships, bad decisions and under-performance. This three-day workshop is designed to help participants manage conflict positively - avoiding it where appropriate, facing up to it when necessary and handling it in such a way as create constructive and, if possible, win-win results.


Will be conducted during the workshop by means of observation.
On completion of the workshop the learner will have to submit a portfolio for assessment.


Once a learner has been declared competent, his/her results are forwarded to the relevant SETA for endorsement. A nationally recognised certificate will be issued.

On completion of the workshop: 

The person will be able to identify and manage the resolution of personal conflict between persons or parties. The main focus will be on the workplace although the same principles can be used elsewhere. The qualifying learner is capable of:
- Describing the main sources of conflict.
- Describing appropriate techniques to manage conflict.
- Implementing a strategy to resolve conflict.
- Developing the attributes of a good conflict manager.
- Identify assertive behaviour and discuss the advantages.
- Understand the importance of assertiveness as an important tool to use to communicate effectively.
- Use different techniques to be assertive.