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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Analyse and explain the impact of one`s personal interactive style on one`s relationship with a client

SAQA US ID	UNIT STANDARD TITLE
14522	Analyse and explain the impact of one`s personal interactive style on one`s relationship with a client
ORIGINATOR
SGB Financial Services
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 03 - Business, Commerce and Management Studies			Finance, Economics and Accounting
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 5	Level TBA: Pre-2009 was L5	6
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Registered"		2003-08-13	2006-08-13	SAQA 0249/03
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2007-08-13		2010-08-13

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 is replaced by:

US ID	Unit Standard Title	Pre-2009 NQF Level	NQF Level	Credits	Replacement Status
242585	Analyse the dynamics of different interactive styles in client relationships	Level 5	Level TBA: Pre-2009 was L5	3

PURPOSE OF THE UNIT STANDARD

This Unit Standard empowers learners to use knowledge of their own behaviour in creating sustainable client relationships.

The qualifying learner is capable of:

Analysing own behaviour in managing interactions with people in different situations.

Interpreting the fundamentals of sustainable client relationships for a specific work environment.

Analysing the inter-relationship between two parties in an interaction.

Applying a selected behaviour model to a specific work situation.

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 and Financial Literacy at NQF Level 4.

UNIT STANDARD RANGE

A specific business environment refers to the learner`s own workplace.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Analyse own behaviour in managing interactions with people in different situations.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Personal interactions with people in different situations are analysed and an indication is given of the learner's typical response in five different work situations.

ASSESSMENT CRITERION 2

2. The appropriateness of the learner's response in each situation is interpreted based on personal reflection.

ASSESSMENT CRITERION 3

3. Strategies to manage responses in a variety of situations are demonstrated in role play.

SPECIFIC OUTCOME 2

Interpret the fundamentals of sustainable client relationships for a specific work environment.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. The fundamentals of sustainable client relationships are researched and applied to a specific work environment.

ASSESSMENT CRITERION 2

2. Strategies to ensure that client relationships are sustainable are proposed in terms of consistency across all client relationships in a specific organisation.

ASSESSMENT CRITERION 3

3. Strategies to ensure that client relationships are sustainable are proposed in terms of a specific long-term relationship in an organisation.

ASSESSMENT CRITERION 4

4. The relationship between personal values and client relationships is explained with examples.

ASSESSMENT CRITERION 5

5. The relationship between corporate values and client relationships is explained with examples.

SPECIFIC OUTCOME 3

Analyse the inter relationship between two parties in an interaction.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. The effects of own behaviour on the response from other parties in a relationship are explored for five examples.

ASSESSMENT CRITERION 2

2. The chain reactions that emanate from specific behavioural patterns are explored for two case studies and an indication is given of the indirect impact of negative and positive interactions.

SPECIFIC OUTCOME 4

Apply a selected behavioural model to a specific work situation.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Three different models of behaviour are researched and compared in terms of their theories of people interaction.

ASSESSMENT CRITERION 2

2. A model of behaviour is selected and applied to a specific work situation.

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).

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

N/A

UNIT STANDARD DEVELOPMENTAL OUTCOME

N/A

UNIT STANDARD LINKAGES

N/A

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

The learner is able to identify and solve problems in which responses show that responsible decisions using critical thinking have been made reflecting on own behaviour, proposing strategies to sustain client relations and applying a selected model of behaviour to a specific work situation.

UNIT STANDARD CCFO WORKING

The learner is able to work as a member of a team by managing own personal interactive style and using strategies to ensure sustainable client relationships.

UNIT STANDARD CCFO ORGANISING

Organise and manage him/herself and his/her activities responsibly in analysing own interactions with people and the appropriateness of own responses in a variety of situations with a view to managing interpersonal relationships.

UNIT STANDARD CCFO COLLECTING

The learner is able to collect, organise and critically evaluate information in researching the fundamentals of sustainable client relationships and models of behaviour and exploring the effects of own behaviour.

UNIT STANDARD CCFO COMMUNICATING

The learner is able to communicate effectively in demonstrating strategies to manage responses and in presenting the findings of the required research.

UNIT STANDARD CCFO DEMONSTRATING

The learner is able to demonstrate an understanding of the world as a set of related systems understanding how own personal interactive style impacts on a relationship.

UNIT STANDARD ASSESSOR CRITERIA

N/A

UNIT STANDARD NOTES

This unit standard has been replaced by unit standard 242585, which is "Analyse the dynamics of different interactive styles in client relationships", Level 5, 3 credits.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	23973	National Certificate: Financial Services: Wealth Management	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Registered"	2006-08-13	Was INSETA until Last Date for Achievement
Core	48662	National Certificate: Postal Frontline Service Management	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	49023	National Diploma: Liaison Interpreting	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	QCTO
Fundamental	49469	National Diploma: Complex Procurement	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2012-06-30
Fundamental	20908	National Diploma: Customer Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Fundamental	20904	National Diploma: Marketing Communications	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Fundamental	61593	National Diploma: Marketing Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Fundamental	20896	National Diploma: Marketing Research	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Fundamental	67229	National Diploma: Payroll Administration Services	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Fundamental	35926	National Diploma: Payroll Administration Services	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2009-03-31	Was SERVICES until Last Date for Achievement
Fundamental	57407	National Diploma: Train Driving (Mainline Operations)	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	TETA
Elective	49336	National Certificate: Law Enforcement: Sheriffing	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	SAS SETA
Elective	49860	National Diploma: Financial Services: Long-Term Risk Assessment	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	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.

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