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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Councel others for incapacity or poor work performance 
SAQA US ID UNIT STANDARD TITLE
9263  Councel others for incapacity or poor work performance 
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming 
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 5  Level TBA: Pre-2009 was L5  4 
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
2026-06-30   2029-06-30  

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 
The learner should be able to conduct effective counselling for incapacity or poor work performance in order to assist the employee in improving his/her performance. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
`Display cultural awareness in dealing with customers and colleagues`;
`Communicate verbally`;
`Maintain effective working relationships with other members of staff`;
`Prepare written communications`. 

UNIT STANDARD RANGE 
Range statements are included with specific outcomes as necessary. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Explain when counselling an employee would be relevant. 
OUTCOME RANGE 
Poor work performance, ill health or injury, intermittent ill health or injury. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 2 
    Discuss the different stages in the counselling process. 
    OUTCOME NOTES 
    Discuss the different stages in the counselling process and the importance of following the preliminary procedure. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 3 
    Explain the importance of having reasonable/attainable standards in place. 
    OUTCOME NOTES 
    Explain the importance of having reasonable/attainable standards in place and the measurement of actual performance against these standards. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 4 
    Explain the importance of identifying causes. 
    OUTCOME NOTES 
    Explain the importance of identifying the causes of the difference between actual and required performance standards. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 5 
    Explain the importance of getting agreement on solutions or an action plan to improve performance. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 6 
    Explain the importance of having a follow-up meeting. 
    OUTCOME NOTES 
    Explain the importance of having a follow-up meeting even if the employee's performance has improved. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 7 
    Explain the importance of the same manager/supervisor conducting all the counselling sessions. 
    OUTCOME NOTES 
    Explain the importance of the same manager/supervisor conducting all the counselling sessions for the relevant employee. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 8 
    Conduct the counselling procedure according to organisational and legislative requirements. 
    OUTCOME RANGE 
    Poor work performance, ill health or injury, intermittent ill health or injury. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 9 
    Measure actual performance against required performance. 
    OUTCOME NOTES 
    Measure actual performance against required performance as described in the company standards in order to establish the performance gap. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 10 
    Identify causes for the performance gap. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 11 
    Agree on a solution or action plan with the employee. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 12 
    Ensure a follow-up meeting takes place. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 13 
    Ensure all relevant documentation is completed. 
    OUTCOME NOTES 
    Ensure all relevant documentation is completed in accordance with organisational and legislative requirements. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 14 
    Given that the employee's performance has not improved sufficiently. 
    OUTCOME NOTES 
    Given that the employee's performance has not improved sufficiently despite the relevant counselling, suggest a potential solution. 
    OUTCOME RANGE 
    Poor work performance, ill health or injury, intermittent ill health or injury. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard should be assessed in the work place.
  • It is recommended that this unit standard be assessed in conjunction with: "Gather and present evidence at a hearing". 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes. 
    ASSESSMENT CRITERION NOTES 
    This unit standard can be assessed by using a combination of observation, simulation, questioning, written tests and compiling a portfolio of evidence on the relevant documentation pertaining the process. 

    ASSESSMENT CRITERION 3 
    3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 5 
    5. Counsel the learner on future assessments, necessary learning and further qualifications. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

    2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

    3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

    4. Moderation of assessment will be done by the relevant ETQA at its discretion. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated knowledge and understanding" is required. 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems:
  • Identify causes for the performance gap.
  • Agree on a solution or action plan with the employee.
  • Given that the employee`s performance has not improved sufficiently despite the relevant counselling, suggest a potential solution. 
    		•

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse and evaluate information:
  • Conduct the counselling procedure according to organisational and legislative requirements.
  • Measure actual performance against required performance as described in the company standards in order to establish the performance gap.
  • Ensure all relevant documentation is completed in accordance with organisational and legislative requirements. 
    		•

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

    UNIT STANDARD NOTES 
    Recommendations and Exemplars for the design of:

    Learning / Curriculum
  • Learning should include observing other managers/supervisors conducting the counselling process.
  • The learner should familiarise him/ her self with the LRA in terms of counselling and disciplinary procedures.
  • Potential exercise: Learner could practice conducting a counselling session in a simulated setup, providing supportive coaching and constructive feedback is given.
  • Potential project: Learner could be given the responsibility of counselling an individual for poor performance or ill health and injury.

    Performance systems
  • All line management should be capable of conducting effective counselling when required. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  24433   Diploma: Hospitality Operations  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2012-06-30  CATHSSETA 
    Fundamental  20415   National Certificate: Conservation Resource Guardianship  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2008-02-06  Was CATHSSETA until Last Date for Achievement 
    Elective  20414   National Diploma: Service Management  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CATHSSETA 


    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.