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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Behave in a professional manner in a business environment 
SAQA US ID UNIT STANDARD TITLE
114959  Behave in a professional manner in a business environment 
ORIGINATOR
SGB Insurance and Investment 
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 2  NQF Level 02 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2015-07-01  2018-06-30  SAQA 10105/14 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-06-30   2022-06-30  

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
8096  Behave in a professional manner in a business environment such as an insurance workplace  Level 2  NQF Level 02  Complete 

PURPOSE OF THE UNIT STANDARD 
This Unit Standard provides a broad introduction to a work environment. It is the starting point for a learner in financial services or other business environments. The focus is knowledge, skills, values and attitudes in relation to the learner's own work context and experience of the world of work.

The qualifying learner is capable of:
  • Knowing how to behave in a business environment.
  • Interpreting body language in a business context.
  • Interacting with people in a business setting.
  • Assessing own professional behaviour in a business setting. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners should:
  • Hold a GETC or equivalent qualification; or
  • Be competent in Communication and Mathematical Literacy at NQF Level 1. 

  • UNIT STANDARD RANGE 
  • The typical scope of this Unit Standard is ethics and professional behaviour of people in business organisations in their interaction with internal and external customers.
  • Parameters of behaviour include, but are not limited to, honouring one's working hours, the importance of a positive attitude, keeping colleagues informed about work activities such as work in progress, absence from work or workstation, leave, confidentiality, accountability and responsibility. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Know how to behave in a business environment. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The dress code of an organisation is described and an indication is given of what is regarded as acceptable and unacceptable dress in a particular work environment. 

    ASSESSMENT CRITERION 2 
    The behaviour of three peers in a business workplace is observed and assessed against the recognised parameters of appropriate behaviour in a specific professional environment. 

    ASSESSMENT CRITERION 3 
    Positive listening skills are demonstrated and an indication is given of the potential consequences of displaying negative listening skills. 

    ASSESSMENT CRITERION 4 
    Regulations regarding smoking in the workplace are explained with reference to both legal requirements and established policy. 

    ASSESSMENT CRITERION 5 
    A Company Code of Good Conduct is understood and explained and an indication is given of the consequences of non-compliance. 

    ASSESSMENT CRITERION 6 
    The concept of a work ethic is explained with reference to the responsibility and accountability of the individual. 

    SPECIFIC OUTCOME 2 
    Interpret body language in a business context. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Non-verbal communication signals are interpreted and an indication is given of how body language can reinforce or contradict a verbal message. 

    ASSESSMENT CRITERION 2 
    The role of posture and eye contact in communication are explained with examples from a business context. 

    ASSESSMENT CRITERION 3 
    The use of a handshake as a greeting in a business setting is demonstrated and the meanings of different handshakes used in South Africa are compared with examples of when it is appropriate to use each handshake. 

    ASSESSMENT CRITERION 4 
    The concept of personal space is explained and indication is given of the consequences if one ignores commonly accepted business behaviour. 

    ASSESSMENT CRITERION 5 
    Behaviour that could be considered as sexual harassment in the workplace is described and an indication is given of how to deal with instances of sexual harassment. 

    SPECIFIC OUTCOME 3 
    Interact with people in a business setting. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The importance of first impressions in a business environment is explained and an indication is given of how first impressions can determine subsequent behaviour. 

    ASSESSMENT CRITERION 2 
    Visitors are greeted in keeping with established organisational culture. 

    ASSESSMENT CRITERION 3 
    People are introduced to each other in a business like manner. 

    ASSESSMENT CRITERION 4 
    Ways of closing an interaction with a visitor or customer are demonstrated for three different scenarios. 

    ASSESSMENT CRITERION 5 
    The importance of delivering on promises or making alternative arrangements is explained with reference to good customer service. 

    ASSESSMENT CRITERION 6 
    Ways of behaving professionally when provoked or in difficult circumstances are demonstrated for three different scenarios. 

    ASSESSMENT CRITERION 7 
    The importance of confidentiality in interpersonal relationships is explained with reference to company policy. 

    SPECIFIC OUTCOME 4 
    Assess own professional behaviour in a business setting. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Personal behaviour is analysed in three different situations in a business environment. 

    ASSESSMENT CRITERION 2 
    Personal behaviour is measured against own performance agreement or company standards. 

    ASSESSMENT CRITERION 3 
    Self development needs are identified and a plan is drawn up to address those needs. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    This Unit Standard will be internally assessed by the provider and moderated by a moderator registered by a relevant accredited ETQA or an ETQA that has a Memorandum of Understanding with the relevant accredited ETQA. 

    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 
    Learners are able to identify and solve problems in which responses show that responsible decisions using critical and creative thinking have been made in demonstrating ways of behaving professionally when provoked or in difficult circumstances. 

    UNIT STANDARD CCFO WORKING 
    Learners can work effectively with others as a member of a team by understanding and applying commonly accepted business behaviour in their interactions with colleagues and customers. 

    UNIT STANDARD CCFO ORGANISING 
    Learners can organise and manage their own activities responsibly and effectively in behaving professionally in a work environment. 

    UNIT STANDARD CCFO COLLECTING 
    Learners can collect, organise and critically evaluate information in assessing the behaviour of peers in the workplace. 

    UNIT STANDARD CCFO COMMUNICATING 
    Learners are able to communicate effectively through the use of positive listening skills and appropriate non-verbal communication and by displaying cultural sensitivity and understanding across a range of social contexts. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Learners can demonstrate an understanding of the world as a set of related systems by understanding the consequences of not adhering to a Company Code of Conduct. 

    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 8096, "Behave in a professional manner in a business environment such as an insurance workplace", Level 2, 5 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48783   National Certificate: Financial Services  Level 2  NQF Level 02  Reregistered  2018-06-30  INSETA 
    Core  80786   National Certificate: Home-Care Practices  Level 2  NQF Level 02  Reregistered  2018-06-30  SERVICES 
    Core  49648   National Certificate: New Venture Creation (SMME)  Level 2  NQF Level 02  Reregistered  2018-06-30  SERVICES 
    Elective  50541   National Certificate: Locksmithing  Level 3  NQF Level 03  Reregistered  2018-06-30  SAS SETA 


    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. BULL DOGS PROTECTION SERVICES AND TRAINING CENTRE CC 
    2. Faisit (Pty) Ltd 
    3. Intec College 
    4. MMI Group LTD 
    5. RAMAZWI SECURITY SERVICES CC 
    6. RJM Educational Consulting PTY LTD 
    7. Sanlam Life Insurance Ltd. 
    8. THE SCHOOL OF ADVANCED LOCKSMITHING 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.