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Unit aim
The aim of this unit is to provide learners with an understanding of the principles of conflict
management. It is also to provide learners with an ability to reduce the potential for conflict
within a team and to deal with any conflict that may arise.
Learning outcomes
There are three outcomes to this unit. The learner will:
1. Understand the principles of conflict management
2. Be able to reduce the potential for conflict within a team
3. Be able to deal with conflict within a team
Outcome 1 Understand the principles of conflict management
The learner can:
1 evaluate the suitability of different methods of conflict management in different situations
2 describe the personal skills needed to deal with conflict between other people
3 analyse the potential consequences of unresolved conflict within a team
4 explain the role of external arbitration and conciliation in conflict resolution
Outcome 2 Be able to reduce the potential for conflict within a team
The learner can:
1 communicate to team members their roles, responsibilities, objectives and expected
standards of behaviour
2 explain to team members the constraints under which other colleagues work
3 review systems, processes, situations and structures that are likely to give rise to
conflict in line with organisational procedures
4 take action to minimise the potential for conflict within the limits of their own authority
5 explain how team members’ personalities and cultural backgrounds may give rise to
conflict
Outcome 3 Be able to deal with conflict within a team
The learner can:
1 assess the seriousness of conflict and its potential impact
2 treat everyone involved with impartiality and sensitivity
3 decide a course of action that offers optimum benefits
4 explain the importance of engaging team members’ support for the agreed actions
5 communicate the actions to be taken to those who may be affected by it
6 adhere to organisational policies and procedures, legal and ethical requirements when
dealing with conflict within a team
