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CMV620S - CONFLICT MANAGEMENT - 2ND OPP - JULY 2022 |
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n Am I B I A u n IVE Rs I TY
0 F SCIEn CE An D TECHn OLOGY
FACULTY OF COMMERCE, HUMAN SCIENCE AND EDUCATION
DEPARTMENT OF TECHNICAL AND VOCATIONAL EDUCATION AND TRAINING (DTVET)
QUALIFICATION: DIPLOMA IN TECHNICAL AND VOCATIONAL EDUCATION AND TRAINING:
MANAGEMENT
QUALIFICATION CODE: 06DTVM
LEVEL: 6
COURSE CODE: CMV620S
COURSE NAME: CONFLICT MANAGEMENT
SESSION: JULY 2022
PAPER: PAPER 2
DURATION: 3 HOURS
MARKS: 100
SECOND OPPORTUNITY EXAMINATION QUESTION PAPER
EXAMINER(S) DR L KLOPPERS
MODERATOR: MR R MANAS
INSTRUCTIONS
1. Answer ALL the questions.
2. Read all the questions carefully before answering.
3. Number the answers clearly
THIS QUESTION PAPER CONSISTS OF _5_ PAGES (Including this front page)
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Question 1
(14 Marks]
a) Explain the difference between functional and dysfunctional conflicts through the use of
examples.
(4 marks)
b) Thomas Kilman Model proposed five (5) different conflict management styles based on
the level of assertiveness and level of cooperativness. Name each conflict management
style and explain how each conflict style is scored in terms of assertiveness and
cooperativeness.
(10 marks)
Question 2
(8 marks]
a) There are three (3) main steps regarding conflict resolution. Through the use of examples,
explain what will be done in each step.
(6 marks)
b) Using examples explain how emotional intelligence and communication skills of a manger
can be used to change a dysfunctional conflict situation into a functional one.
(2 marks)
Question 3
(20 marks]
a) Explain the term code of conduct as it applies to employee discipline and name any two
issues that you can find in the code of conduct.
(3 marks)
b) Explain the term greviance procedure and describe the two steps you can take in a
greviance procedure.
(3 marks)
c) Explain the difference between conciliation and arbitration with the use of an example.
(4 marks)
d) Explain the term Alternative Dispute Resolution (ADR).
(2 marks)
e) Using examples, explain four (4) ways you as a manager can create a successful discipline
culture in your organisation.
(8 marks)
Pagel
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Question 4
[8 marks]
a) Define the term collective bargaining and name two issues that that can be addressed
through collective bargaining.
(3 marks)
b) Define the term shop stewards and name two roles of the shop stewards. (3 marks)
c) Using an example, explain the difference between Best Alternative To
a Negotiated Agreement (BATNA) and Zone Of Potential Agreement (ZOPA) as it applies
to negotiation.
(2 marks)
Question 5
[16 Marks]
a) Create ONE scenario of not more than 300 words of an interpersonal conflict situation
which is caused by poor communication and task interdependence in your company.
(4 marks)
b) Name the conflict management style(s) (you can use more than one conflict management
style) that that you will use to resolve the conflict described in (a). Motivate your choice in
relation to how it can aid in converting the dysfunctional conflict described in (a) into a
functional conflict.
(3 marks)
c) Write a 3 person dialogue where you take the role to resolve the conflict between your
sub-ordinates. You will need to show you will resolve the conflict scenario you described in
(a) and convert it into a functional conflict using the conflict management style(s) discussed
in (b). You will have to demonstrate effective communication skills, active listening and
problem solving skills in the dialogue.
(9 marks)
Question 6
[14 Marks]
The collective bargaining unit has been tasked to negotiate transport allowance with the
Management.
a) Explain clearly the mandate you are using for the negotiation on both groups. (2 marks)
b) Explain the Best Alternative to a Negotiated Agreement (BATNA) for each group and
explain the criteria you used to arrive at each BATNA.
(3 marks)
c) What is the Zone of Potential Agreement (ZOPA) for the two groups?
(1 mark)
d) There are 3 shop stewards and 3 Management staff members (assign names & titles to
the people) at the negotiation table. Write a dialogue clearly showing the use of the 4
points of principled negotiation to reach an agreement on the salary increment. Make
sure the dialogue includes the mandate mentioned in (a) and agreement falls within the
ZOPA mentioned in (c).
(8 marks)
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Question 7
[10 Marks]
It has been brought to your attention as a Manager that one of your employees has missed
an important deadline and has caused the company to lose out on a major tender. Upon
investigation, it has been shown that this person has a written warning on his file for missing
a deadline. The warning was filed a month ago.
Create a two-person dialogue between you as the manager and the employee to apply
progressive discipline.
Question 8
[10 Marks]
You supervisor was absent on the day you applied for one week leave. The acting supervisor
gave you verbal confirmation that your leave was approved and will ask the supervisor to sign
when he is back from his leave. On the third day of your leave, supervisor contacts you and
asks why you have not shown up for work. You explain to your supervisor that the acting
supervisor gave you permission and all was in order. You receive a notice of termination from
your employer citing absence from work without approval as the reason. You raise the issue
with your employer but he states that you did not follow the correct procedures and the
acting supervisor is not allowed to approve leave. You have lodged your complaint with the
Labour Commissioner. The Labour Commissioner has assigned the matter to be resolved
through conciliation.
Using a 3 person dialogue (you as manager, employee and conciliator), explain
how conciliation was used to resolve the dispute mentioned in the scenario.
[End of Paper]
TOTAL MARKS:100
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