SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Apply active listening skills in the care and support environment 
SAQA US ID UNIT STANDARD TITLE
116987  Apply active listening skills in the care and support environment 
ORIGINATOR
SGB Ancillary Health Care 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 09 - Health Sciences and Social Services Promotive Health and Developmental Services 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  6 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
  • This unit standard is for caregivers who are required to apply basic active listening skills in a care and support setting to support clients and their families.
  • The learner should be a person who has knowledge of the community and cultural context of the client/s and is able to communicate in a language relevant to the community. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The following competency or equivalent:
  • Maintain and adapt oral communication (ID 8962) 
    		•

    UNIT STANDARD RANGE 
    Basic knowledge pertaining to active listening within the context of the learner's working environment

    The learner who has worked in the field and requests Recognition of Prior Learning will be required to meet the criteria set out under the assessment criteria and assessment notes in this standard. The learner must also be found to be competent by means of a role-play of a complete session. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Demonstrate knowledge of factors that affect the communication process. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The way in which the age of a client affects the communication process is explained in terms of the hearing ability, the use of language and the understanding of phrases. 

    ASSESSMENT CRITERION 2 
    Cultural aspects of the client that may affect the communication process are identified and explained in terms of the methods and styles of communication. 

    ASSESSMENT CRITERION 3 
    The physical, mental and emotional circumstances of the client are identified and explained in terms of how they may affect the communication process. 

    SPECIFIC OUTCOME 2 
    Build a relationship with a client. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The importance of building a relationship with the client is explained in terms of establishing trust and understanding. 

    ASSESSMENT CRITERION 2 
    Interactions with the client facilitate the establishment of a rapport. 

    ASSESSMENT CRITERION 3 
    A contract is negotiated and established in mutually acceptable terms and agreed to in terms of established boundaries. 

    ASSESSMENT CRITERION 4 
    Boundaries are negotiated in terms of the agreed contract in a manner that meets the needs of both client and caregiver. 

    ASSESSMENT CRITERION 5 
    A client relationship is developed in accordance with accepted relationship values. 
    ASSESSMENT CRITERION RANGE 
    Values include confidentiality, trust, respect, non-judgemental attitude, client self-determination and empowerment.
     

    SPECIFIC OUTCOME 3 
    Provide verbal and non-verbal support. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Responses to identified needs demonstrate unconditional acceptance and understanding of the client's situation. 
    ASSESSMENT CRITERION RANGE 
    Verbal and non-verbal responses.
     

    ASSESSMENT CRITERION 2 
    Questions asked have the potential to elicit meaningful responses and demonstrate an understanding of the client's situation. 

    ASSESSMENT CRITERION 3 
    Body language shows an attitude of acceptance of and care for the client in a non-judgemental manner. 
    ASSESSMENT CRITERION RANGE 
    SOLER - sit squarely, open position, lean forward, eye contact and relatively relaxed.
     

    SPECIFIC OUTCOME 4 
    Assist the client in selecting options. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The client is assisted in identifying available options and exploring the advantages and disadvantages of each option. 

    ASSESSMENT CRITERION 2 
    The implications of selected options are explored with the client in terms of required actions and their results. 

    SPECIFIC OUTCOME 5 
    Conclude a session and refer when necessary. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The main discussion points of the session are summarized and confirmed in terms of problems identified, proposed actions and responsibilities. 

    ASSESSMENT CRITERION 2 
    The session is concluded in accordance with agreed timeframes. 

    ASSESSMENT CRITERION 3 
    Situations requiring referrals are identified in terms of specific needs and practitioner competence. 

    ASSESSMENT CRITERION 4 
    Referrals made are suitable in terms of client needs and practitioner competence. 

    ASSESSMENT CRITERION 5 
    Follow up appointments are made in accordance with client needs. 

    SPECIFIC OUTCOME 6 
    Reflect on own listening skills. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The communication process followed is described in terms of strengths and weaknesses. 

    ASSESSMENT CRITERION 2 
    Listening skills employed are analysed in terms of fitness for purpose and the result. 

    ASSESSMENT CRITERION 3 
    Suggestions for improvement have the potential to enhance the client relationship in future interactions. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard must be accredited as a provider through the relevant ETQA by SAQA.
  • Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Refer to Specific Outcomes and the Assessment Criteria contained in this unit standard. 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems.

    Assessment Criteria:
  • Responses to identified needs demonstrate unconditional acceptance and understanding of the client's situation.
  • Questions asked have the potential to elicit meaningful responses and demonstrate an understanding of the client's situation.
  • The communication process followed is described in terms of strengths and weaknesses. 
    		•

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in a team.

    Assessment Criteria:
  • The importance of building a relationship with the client is explained in terms of establishing trust and understanding.
  • Interactions with the client facilitate the establishment of a rapport. 
    		•

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage output of activities.

    Assessment Criteria:
  • The importance of building a relationship with the client is explained in terms of establishing trust and understanding.
  • Interactions with the client facilitate the establishment of a rapport. 
    		•

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information.

    Assessment Criteria:
  • terms of the hearing ability, the use of language and the understanding of phrases.
  • Cultural aspects of the client that may affect the communication process are identified and explained in terms of the methods and styles of communication.
  • The physical, mental and emotional circumstances of the client are identified and explained in terms of how they may affect the communication process.
  • The communication process followed is described in terms of strengths and weaknesses. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively. Interact with a variety of persons.

    Assessment Criteria:
  • Interactions with the client facilitate the establishment of a rapport.
  • Responses to identified needs demonstrate unconditional acceptance and understanding of the client's situation.
  • Questions asked have the potential to elicit meaningful responses and demonstrate an understanding of the client's situation. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems.

    Assessment Criteria:
  • The way in which the age of a client affects the communication process is explained in terms of the hearing ability, the use of language and the understanding of phrases.
  • Cultural aspects of the client that may affect the communication process are identified and explained in terms of the methods and styles of communication.
  • The physical, mental and emotional circumstances of the client are identified and explained in terms of how they may affect the communication process.
  • The communication process followed is described in terms of strengths and weaknesses. 
    		•

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Assessment Notes

    It is recommended that assessment should include:
  • Role plays including a role play of a complete session for summative assessment
  • Observation in the field and with clients and families
  • Questioning
  • Testimony of evidence from third parties
  • Report writing
  • Portfolio of evidence


    Supplementary Information:

    Specified requirements include legal and workplace specific requirements as outlined below:
  • Guidelines for scope of practise of the Ancillary Health Care (AHC) Worker
  • The employer's work specifications
  • Homes and communities
  • Day care centres
  • Institutions & Frail care facilities

    Credit Allocation:

    Total hours required by the learner to achieve the required outcomes:
  • Classroom learning: 15 hours
  • On-the-job learning: 30 hours
  • Coaching required: 8 hours
  • Other: Site visits and clinical accompaniment: 8 hours
  • TOTAL: 61 hours

    Credits Achieved: 6 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  49085   National Certificate: Fundamental Ancillary Health Care  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2009-02-18  Was HW SETA until Last Date for Achievement 
    Core  60249   National Certificate: Primary Response in Emergencies  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered"     		 2010-06-02  HW SETA 
    Core  78803   National Certificate: Primary Response in Emergencies  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered"     		 2013-06-02   
    Core  49688   National Certificate: Victim Empowerment  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  HW SETA 
    Fundamental  49131   Further Education and Training Certificate: Community Health Work  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2009-02-18  Was HW SETA until Last Date for Achievement 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.