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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Analyse the dynamics of different interactive styles in client relationships 
SAQA US ID UNIT STANDARD TITLE
242585  Analyse the dynamics of different interactive styles in client relationships 
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 5  Level TBA: Pre-2009 was L5 
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
14522  Analyse and explain the impact of one`s personal interactive style on one`s relationship with a client  Level 5  Level TBA: Pre-2009 was L5  Complete 

PURPOSE OF THE UNIT STANDARD 
This Unit Standard empowers learners to use knowledge of their own behaviour in creating sustainable client relationships. It provides space for learners to explore their own and clients' interactive styles and to accommodate their behaviour to that of the client. It will be useful for learners who are in positions where they interact with both internal and external clients including, but not limited to, Intermediaries, Managers, Human Resource Practitioners, Broker Consultants, Call Centre Staff, Support Staff, Account Executives, Fund Managers and learners in Client Relations.

The qualifying learner is capable of:
  • Analysing interactive styles in managing interactions with people in different situations.
  • Exploring the basic principles of a client centered relationship.
  • Applying a selected behaviour/interactive style model to a specific client relationship. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in Communication at NQF Level 4. 

    UNIT STANDARD RANGE 
    The typical scope of this Unit Standard is:
  • A selected work environment refers to the learner's own work environment.
  • Clients may be internal or external. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Analyse interactive styles in managing interactions with people in different situations. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Personal interactions with people in different situations are analysed and the appropriateness of the learner's own response in each situation is interpreted based on personal reflection. 

    ASSESSMENT CRITERION 2 
    Strategies to manage responses are suggested for different predictable and unpredictable scenarios. 

    ASSESSMENT CRITERION 3 
    The chain reactions that emanate from specific interactive styles are explored and an indication is given of the impact of negative and positive interactions. 

    SPECIFIC OUTCOME 2 
    Explore the basic principles of a client centered relationship. 

    ASSESSMENT CRITERIA
     

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

    ASSESSMENT CRITERION 2 
    A strategy to ensure sustainable client relationships is proposed that is consistent with a selected work environment. 

    ASSESSMENT CRITERION 3 
    The dynamics between personal, corporate and client values are explained with reference to the implications for client relationships. 

    SPECIFIC OUTCOME 3 
    Apply a selected behaviour/interactive style model to a specific client relationship. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Different models of interactive style/behaviour are researched and compared in terms of their theories of people interaction. 

    ASSESSMENT CRITERION 2 
    A model of behavioural/interactive style is selected and applied to a specific client relationship. 

    ASSESSMENT CRITERION 3 
    An individual behavior/interactive style is adapted to different client behavioural/inter active styles and different scenarios. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing a candidate against this Unit Standard must be registered as an assessor with the relevant ETQA or ETQA where a Memorandum of Understanding (MOU) exists with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this Unit Standard must be accredited as a provider through the relevant ETQA or ETQA where a Memorandum of Understanding (MOU) exists with the relevant ETQA.
  • Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines and the agreed ETQA procedures. 

  • 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 a strategy to sustain client relations and applying a selected model of behaviour/interactive style to a specific client relationship. 

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

    UNIT STANDARD CCFO ORGANISING 
    The learner is able to 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 behavioural/interactive style. 

    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 personal behavioural/interactive style impacts on relationships in different scenarios. 

    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 14522, " Analyse and explain the impact of one`s personal interactive style on one`s relationship with a client ", Level 5, 6 credits.

    Search words:
  • Interactive style, behavioural style, personality style, social style, DISK. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  65609   National Diploma: Allied Health Therapies  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30   
    Fundamental  66190   National Certificate: Adventure Based Learning  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  63969   National Certificate: Pharmaceutical Sales Representation  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  CHIETA 
    Elective  66869   National Certificate: Home Affairs Services  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 
    Elective  61529   National Certificate: Loss Adjusting  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  INSETA 
    Elective  59258   National Certificate: Polygraphy  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  SAS SETA 
    Elective  57918   National Certificate: Short Term Insurance  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  INSETA 
    Elective  66611   National Certificate: Wealth Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  58246   Bachelor of Human Settlements Development  Level 6  Level TBA: Pre-2009 was L6  Passed the End Date -
    Status was "Reregistered" 
    2018-06-30   


    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. African Resources & Financial Training (Pty) Ltd 
    2. AFRICAN UNION SKILLS DEVELOPMENT PTY LTD 
    3. ALCARI 233 CC T/A ALCARI (Eversdal)(TP) 
    4. Boland Public FET College - Central Office 
    5. CKP Development Agency (Pty) Ltd. 
    6. COLLEGE OF CAPE TOWN 
    7. College of Cape Town - Central Office 
    8. False Bay College 
    9. Intec College 
    10. Invuya Institute of Learning (Pty) Ltd 
    11. Masifunde Training Centre (Pty) Ltd 
    12. North Link College 
    13. Old Mutual Life Assurance Company South Africa 
    14. Ray Strodl Consulting (Pty) Ltd 
    15. Ripple Effect 4 (Pty) Ltd 
    16. Sanlam Life Insurance Ltd 
    17. Sanlam Life Insurance Ltd. 
    18. South Cape College 
    19. South Cape Public FET College - Central Office 
    20. The Institute of Health Risk Managers (Pty) Ltd 
    21. Umfolozi FET College - Central Office 
    22. Universal Healthcare Services (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.