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: 

Understand the need for cultural awareness in dealing with customers and colleagues 
SAQA US ID UNIT STANDARD TITLE
243954  Understand the need for cultural awareness in dealing with customers and colleagues 
ORIGINATOR
SGB Hospitality, Gaming & Leisure 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Hospitality, Tourism, Travel, Gaming and Leisure 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
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 replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
7791  Display cultural awareness in dealing with customers and colleagues  Level 4  NQF Level 04  Complete 

PURPOSE OF THE UNIT STANDARD 
The qualifying learner will be able to communicate effectively with, and behave considerately to, customers or visitors, as well as colleagues of different cultures. Learners should also be able to take steps toward resolving differences that arise as a result of cultural diversity.

On achievement of this unit standard, the learner will and understand and be able to:
  • Analyse cultural diversity in the South African workplace.
  • Discuss important generic aspects of cultural groups.
  • Address the needs and sensitivities of people of different cultural backgrounds. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in:
  • Communication at NQF level 3 or equivalent. 

  • UNIT STANDARD RANGE 
    Where applicable, range statements have been included under specific outcomes or assessment criteria. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Analyse aspects of cultural diversity in the South African workplace. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    A listing is made of the cultures that make up the South African workplace. 

    ASSESSMENT CRITERION 2 
    A historical overview is provided of conflicts that have existed between various cultural groups in South Africa. 

    ASSESSMENT CRITERION 3 
    Examples are given of stereotyping and perceptions that have developed with respect to culture. 

    SPECIFIC OUTCOME 2 
    Discuss important generic aspects of cultural groups. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    A summary is given of the cultural activities and practices associated with South Africa's mainstream religions. 
    ASSESSMENT CRITERION RANGE 
    Mainstream religions include, Christianity, Islam, Hinduism, Buddhism, Judaism.
     

    ASSESSMENT CRITERION 2 
    The cultural views of at least three minor religions in South Africa are given. 

    ASSESSMENT CRITERION 3 
    The effect that politics has played in shaping cultural attitudes in South Africa is explained using historical and present-day examples. 

    ASSESSMENT CRITERION 4 
    The challenges inherent in creating a united, yet, culturally diverse workforce are explained with the use of examples of how the challenges may be overcome. 

    SPECIFIC OUTCOME 3 
    Understand the needs and sensitivities of people of different cultural backgrounds. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The needs and sensitivities of people of different cultural backgrounds are identified with a view to understanding how best to meet their expectations. 
    ASSESSMENT CRITERION RANGE 
    The major international tourist groups; customers and colleagues.
     

    ASSESSMENT CRITERION 2 
    The problems associated with the migrant labour system are explained in terms of the labourer's personal development, feeling of self worth and family ties and responsibilities. 

    ASSESSMENT CRITERION 3 
    Suggestions are offered for changes to policies, procedures, habits and attitudes in order to promote harmony in a culturally diverse workplace. 

    ASSESSMENT CRITERION 4 
    A distinction is made between fair and unfair discrimination pertaining to cultural difference as provided for in the South African constitution. 

    ASSESSMENT CRITERION 5 
    A range of "isms" and "phobias" relating to cultural difference are described in the context of the workplace. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • An individual wishing to be assessed against the unit standard (including through RPL) may apply to an assessment agency, assessor or provider institution accredited by the relevant Education and Training Quality Assurance body (ETQA), or one with an appropriate memorandum of understanding (MOU) with the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA, or one with an appropriate MOU with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard, or assessing this unit standard, must be accredited as a provider with the relevant ETQA, or one with an appropriate MOU with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA, or one with an appropriate MOU with the relevant ETQA.
  • Where applicable, range statements have been included under specific outcomes or assessment criteria. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learners are unlikely to achieve all the specific outcomes, to the standard described in the assessment criteria, without possessing the listed embedded knowledge. The underpinning knowledge is:
  • South African Constitution.
  • South African history.
  • Methods of creating mutual respect.
  • Cultural diversity.
  • Unfair discrimination, "isms" and "phobias".
  • The importance of being knowledgeable about the culture of overseas visitors.
  • Awareness of verbal and non-verbal communication when dealing with tourists.
  • Resolving misunderstandings between visitors and staff. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Problem solving relating to customer care and satisfaction. 

    UNIT STANDARD CCFO WORKING 
    Teamwork as a member of the organisation and communicate well with his/her customers in line with organisational requirements. 

    UNIT STANDARD CCFO COLLECTING 
    Information Review to deal with customer complaints and incidents in accordance with the set rules and standards. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Personal development is enhanced when dealing with sensitivity, maturity and balance with people of different cultural backgrounds. 

    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 
    This unit standard replaces unit standard 7791, "Display cultural awareness in dealing with customers and colleagues", Level 4, 4 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  63269   National Certificate: Gaming Operations  Level 3  NQF Level 03  Reregistered  2023-06-30  CATHSSETA 
    Core  73189   Further Education and Training Certificate: Golfing and Golf Coaching  Level 4  NQF Level 04  Reregistered  2023-06-30  CATHSSETA 
    Elective  49081   National Certificate: Construction: Advanced Plant Operations  Level 3  NQF Level 03  Reregistered  2023-06-30  CETA 
    Elective  65949   Further Education and Training Certificate: Supervision of Construction Processes  Level 4  NQF Level 04  Reregistered  2023-06-30  CETA 


    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.
     
    1. IMBAWULA CIVIL ENGINEERING ACADEMY 
    2. Training Force (Pty) Ltd 



    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.