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: 

Communicate verbally with clients in a financial environment 
SAQA US ID UNIT STANDARD TITLE
9303  Communicate verbally with clients in a financial environment 
ORIGINATOR
SGB GET/FET Language and Communication 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 04 - Communication Studies and Language Language 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 3  NQF Level 03 
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 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 intended for people who attend to client queries either face to face or telephonically. It reinforces the listening, speaking and recording skills necessary to communicate with clients in a Financial Services environment.

The qualifying learner is capable of
  • Listening for information in a verbal communication.
  • Using plain language in verbal communication.
  • Capturing information from a verbal communication
  • Providing information in response to a verbal communication. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    There is open access to this unit standard. Learners should be competent in Communication and Mathematical Literacy at level 2. 

    UNIT STANDARD RANGE 
    The typical scope of this unit standard is:

    Barriers to effective communication could include pronunciation, enunciation, dialect, slang and jargon. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Listen for information in a verbal communication. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The emotional state of the caller/client is gauged from tone, pitch, pace and volume of voice. 

    ASSESSMENT CRITERION 2 
    2. Body language is observed to support the interpretation of the client's vocal indicators in face to face interactions. 

    ASSESSMENT CRITERION 3 
    3. Own tone, pitch, pace and volume are adjusted to empathise with the client's emotional state. 

    ASSESSMENT CRITERION 4 
    4. The main idea is extracted from the client's verbal communication and an assessment is made of the client's needs. 

    ASSESSMENT CRITERION 5 
    5. Questions are asked to elicit supporting details and clarify understanding of the need. 

    SPECIFIC OUTCOME 2 
    Use clear plain language in a verbal communication. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Technical language is used appropriately and explained in own words where necessary. 

    ASSESSMENT CRITERION 2 
    2. Verbal mannerisms, jargon and slang are identified and assessed in terms of their contribution to a business interaction. 

    ASSESSMENT CRITERION 3 
    3. Variation in tone, pitch, volume and pace are used to enhance meaning and to respond appropriately to the client in different circumstances. 

    ASSESSMENT CRITERION 4 
    4. Barriers to effective communication in the business environment are identified in order to facilitate communication with clients. 

    SPECIFIC OUTCOME 3 
    Provide information in response to a client's request. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Appropriate information is clarified in plain language. 

    ASSESSMENT CRITERION 2 
    2. The client's interpretation of the information is checked using open ended questions. 

    ASSESSMENT CRITERION 3 
    3. A range of relevant options is described and explained to the client in order to agree on a plan of action. 

    ASSESSMENT CRITERION 4 
    4. Consensus is reached on the most viable option to resolve the query or request. 

    ASSESSMENT CRITERION 5 
    5. The proper procedure to be followed is outlined clearly including action steps, responsibilities and deadlines. 

    SPECIFIC OUTCOME 4 
    Capture information from a verbal communication. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The main idea and supporting details of the communication are recorded in rough notes to facilitate recall. 

    ASSESSMENT CRITERION 2 
    2. Accurate file notes are recorded on the system or manually as required to form a comprehensive record of the interaction. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    This unit standard will be internally assessed by the provider and moderated by a moderator registered by INSQA or a relevant accredited ETQA. The mechanisms and requirements for moderation are contained in the document obtainable from INSQA: INSQA framework for assessment and moderation. 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in which responses show that responsible decisions using critical and creative thinking have been made in responding to client requests and queries. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, organise and critically evaluate information by listening to and assessing the client`s emotional state and needs. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively verbally in responding to a client`s query in plain language.
    Communicate in writing by recording the interaction on the system to create a comprehensive record. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Be culturally and aesthetically sensitive across a range of social contexts in assessing the client`s emotional state and responding accordingly. 

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

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Fundamental  49056   National Certificate: Domestic Appliance Repair  Level 3  NQF Level 03  Reregistered  2023-06-30  EWSETA 
    Fundamental  49089   National Certificate: Financial Services  Level 3  NQF Level 03  Reregistered  2023-06-30  INSETA 
    Fundamental  48494   National Certificate: Financial Services Management  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  INSETA 
    Fundamental  23154   National Certificate: Grain Handling Processes  Level 3  NQF Level 03  Reregistered  2023-06-30  AgriSETA 
    Fundamental  20177   National Certificate: Insurance  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered" 
    2004-10-10  Was INSETA until Last Date for Achievement 
    Fundamental  57899   National Certificate: Printing and Manufacture of Packaging  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  FPMSETA 
    Fundamental  48764   National Certificate: Wholesale and Retail Sales Practice  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2008-10-22  Was W&RSETA until Last Date for Achievement 
    Fundamental  48854   Further Education and Training Certificate: Fundraising  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 
    Fundamental  24294   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was MICTS until Last Date for Achievement 
    Fundamental  57898   Further Education and Training Certificate: Printing and Manufacture of Packaging  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  FPMSETA 
    Fundamental  20638   National Certificate: Collective Investment Schemes  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2004-12-05  INSETA 
    Fundamental  48493   National Certificate: Financial Services: Wealth Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2007-02-11  Was INSETA until Last Date for Achievement 
    Fundamental  20639   National Certificate: Healthcare Benefits Administration: Claims Assessing  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2004-12-05  INSETA 
    Fundamental  24293   National Certificate: Information Technology: Technical Support  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was MICTS until Last Date for Achievement 
    Fundamental  20774   National Certificate: Insurance: Long Term: Risk Assessment  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2004-12-05  Was INSETA until Last Date for Achievement 
    Fundamental  21796   National Certificate: Short Term Insurance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2005-06-12  Was INSETA until Last Date for Achievement 
    Fundamental  49396   National Certificate: Wholesale and Retail Credit Control  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-10-22  Was W&RSETA until Last Date for Achievement 
    Fundamental  49397   National Certificate: Wholesale and Retail Operations Supervision  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  W&RSETA 
    Elective  48783   National Certificate: Financial Services  Level 2  NQF Level 02  Reregistered  2023-06-30  INSETA 
    Elective  58308   National Certificate: Informal Small Business Practice  Level 3  NQF Level 03  Reregistered  2023-06-30  W&RSETA 
    Elective  83946   National Certificate: Management  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  49649   Further Education and Training Certificate: Long-term Insurance  Level 4  NQF Level 04  Reregistered  2023-06-30  INSETA 
    Elective  49356   Further Education and Training Certificate: Medical Claims Assessing  Level 4  NQF Level 04  Reregistered  2023-06-30  INSETA 
    Elective  66609   Further Education and Training Certificate: Retail Insurance  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  66610   Further Education and Training Certificate: Short Term Insurance  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  57613   Further Education and Training Certificate: Short-Term Risk Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  INSETA 
    Elective  66613   Further Education and Training Certificate: Wealth Management  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  20773   National Certificate: Long Term Insurance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2004-12-05  INSETA 


    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. Aboutlearning Pty Ltd 
    2. ACADEMY OF LEARNING JHB CENTRAL 
    3. Afedile M Learning Centre (Pty) Ltd 
    4. African Resources & Financial Training (Pty) Ltd 
    5. ALCARI 233 CC T/A ALCARI (Eversdal)(TP) 
    6. Alcari Learning Centre (Pty) Ltd 
    7. Arise Business Centre 
    8. ATTI IT SOLUTIONS BLOEMFONTEIN 
    9. ATTI Nelspruit Pty Ltd 
    10. Awona Technologies cc 
    11. Blitz Skills Developers 
    12. Boston Technology Campus (Pty) Ltd 
    13. BRC Solutions (Pty) Ltd 
    14. Broadband College of Technology 
    15. Bytes People Solutions A Division of Altron TMT (Pty) Ltd 
    16. Careers IT (Pty) Ltd 
    17. CENTRAL BUSINESS ACADEMY PTY LTD 
    18. CKP Development Agency (Pty) Ltd. 
    19. College of Production Technology 
    20. Commerce and Computer College of South Africa 
    21. Creative Thinking Trading 524 
    22. Critical Skills Training (Pty) Ltd 
    23. CTU Training Solutions 
    24. Daily Training Cc 
    25. Damelin 
    26. De Vries Management & Training Services cc 
    27. Delcom Training Institute 
    28. Delight Computer Training 
    29. Deloitte 
    30. Discovery Life Ltd 
    31. DSBI (Pty) Ltd 
    32. EDU- OPTIONS ACADEMY 
    33. Edutel Wholesale & Retail Academy 
    34. EJW Financial Services (Pty) Ltd 
    35. EXECU PRIME TRAINING 
    36. Executive People Development Solutions (Pty) Ltd 
    37. Faisit (Pty) Ltd 
    38. Fakazani Management Services 
    39. Falcon Business Institute (Pty) Ltd 
    40. Futurekids SA (Fochville) 
    41. Gijima Holdings (Pty) Ltd 
    42. Golden Step Campus (Pty) Ltd. 
    43. Hlanganani ICT (Pty) Ltd 
    44. IMSIMBI TRAINING PTY LTD 
    45. Intec College 
    46. Intelligo Solutions Pty (Ltd) 
    47. Invuya Institute of Learning (Pty) Ltd 
    48. iSolve Business Solutions (Pty) Ltd 
    49. Izibuko The bridge Training Consultancy 
    50. Jonda Learning Academy 
    51. Kaelo Computer Training cc 
    52. Khuphulanani Training Institute (Pty) Ltd 
    53. Konani Training and Development Institute 
    54. LEPHALELE TVET COLLEGE 
    55. Limco Consulting and management (Pty) Ltd 
    56. Liza Gresse Consulting 
    57. M-cot Corporate Training 
    58. Marrian Ridge Computer Centre (Pty) Ltd 
    59. Masifunde Training Centre (Pty) Ltd 
    60. Masstores (Pty) Ltd 
    61. Mbimbini Training and Community Development 
    62. Modise Computer College 
    63. Mpande Technologies cc 
    64. National Computer College Carletonville 
    65. National Computer College Cc 
    66. NET2G Technologies (Pty) Ltd t/a IT SCHOOL 
    67. Ngubeni Corporation 
    68. Northlink College - Protea Campus 
    69. NWK Beperk 
    70. O'Keeffe & Swartz Consultants (Pty) Ltd 
    71. Octomate (Pty) Ltd 
    72. Old Mutual Life Assurance Company South Africa 
    73. On the Ball College Pty ltd 
    74. Outsurance Insurance Company Ltd 
    75. Quantum Career Development (PTY) LTD 
    76. QUANTUM SKILLS 
    77. Ray Strodl Consulting (Pty) Ltd 
    78. Ribach Academy 
    79. Ripple Effect 4 (Pty) Ltd 
    80. Rivoni Training N Communications 
    81. Sanlam Life Insurance Ltd 
    82. Sanlam Life Insurance Ltd. 
    83. SASALETHU CONSULTING AND ASSOCIATES 
    84. SIGNA ACADEMY PTY LTD 
    85. SILVER SOLUTIONS CC 1360 
    86. SIMTHO INVESTMENT 
    87. Smart Byte Training Cc 
    88. Springfield Training (Pty) Ltd 
    89. Suidwes Beleggings Eiendoms Beperk 
    90. TDMI 
    91. Technology Corporate Management (Pty) Ltd 
    92. The Institute of Health Risk Managers (Pty) Ltd 
    93. Titan Trade Technologies (Pty) Ltd 
    94. Torque Technical Computer Training (Pty) Ltd 
    95. Tshimedzwa Development Centre (Pty) Ltd 
    96. Tshwane College of Commerce and Computer Studies 
    97. Umfolozi FET College - Central Office 
    98. Victory Ticket 580 cc 
    99. VKB LANDBOU (PTY) LTD 
    100. Woolworths Pty Ltd 
    101. Xtensive ICT Academy (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.