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: 

Demonstrate an understanding of cultural awareness in the workplace 
SAQA US ID UNIT STANDARD TITLE
117731  Demonstrate an understanding of cultural awareness in the workplace 
ORIGINATOR
SGB Rail and Pipeline Operations 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  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 
A learner credited with this unit standard will be able to communicate effectively with customers and colleagues of different cultures in the workplace. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
N/A 

UNIT STANDARD RANGE 
The level assigned to this standard is appropriate because performance must be carried out when communicating and dealing with customers/colleagues of different cultures.

This standard includes:

Verbal and non-verbal communication. Non-verbal communication can include, but is not limited to eye contact, gestures, etc. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Explain the importance of being knowledgeable about the different cultures in the workplace/ work environment. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
The importance of being knowledgeable about the different cultures in the workplace environment is explained. 

SPECIFIC OUTCOME 2 
Describe the main population groups and their cultures. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
The main population groups within the community and workplace and their cultures are identified and described. 

SPECIFIC OUTCOME 3 
Explain the importance of the correct communication between customers/colleagues of different cultures. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
The importance of correct verbal and non-verbal communication when dealing with customers/colleagues of different cultures is explained. 

SPECIFIC OUTCOME 4 
Demonstrate consideration for cultural norms and differences of main population groups. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Consideration for cultural norms and differences when dealing with customers and colleagues in the workplace is demonstrated. 

ASSESSMENT CRITERION 2 
Customers' needs are dealt with, within the context of their culture. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
1. An individual wishing to be assessed against this standard may apply to an assessment agency, assessor or provided institution that has been accredited by the relevant ETQA.
2. A learner specialising in Rail Passenger Services through this elective standard will be assessed by an assessor who has been certified as competent against the National Certificate in Rail Passenger Services at NQF level 3. (which must include this standard).
3. Any assessor and training provider must ensure that the relevant company-specific procedures/rules are used as reference material when designing courseware, assessment or when selecting pre-designed assessments.
4. Anyone assessing a learner against this standard must be registered as an assessor with the relevant ETQA.
5. Any institution offering learning that will enable achievement of this standard must be registered and accredited as a provider at SAQA.
6. Moderation of assessment will be done by the relevant ETQA as prescribed. 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
Learners can understand and explain/apply:

1. Different cultures in South Africa
2. Different cultures in neighbouring countries
3. Different means of communication due to cultural differences
4. Consideration for cultural norms and differences
5. Steps to prevent or resolve misunderstandings
6. Main population group identification
7. Cultural norms and differences of the main population groups in South Africa 

UNIT STANDARD DEVELOPMENTAL OUTCOME 
Show an awareness of the importance of effective learning strategies, responsible citizenship, cultural sensitivity, education and career opportunities and entrepreneurial abilities.

Learners have acquired the generic ability to show an awareness of the importance of effective learning strategies, responsible citizenship, cultural sensitivity, education and career opportunities and entrepreneurial abilities within the various cultural settings. 

UNIT STANDARD LINKAGES 
N/A 


Critical Cross-field Outcomes (CCFO): 

UNIT STANDARD CCFO IDENTIFYING 
Identify and solve problems by using critical and creative thinking.
Learners have acquired the generic ability to identify and resolve cultural differences in the workplace. 

UNIT STANDARD CCFO WORKING 
Work effectively with others in a team, group, organisation and community.
Learners have acquired the generic ability to work effectively with others in a team, group, organisation and community by taking cultural differences in consideration. 

UNIT STANDARD CCFO COMMUNICATING 
Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation.
Learners have acquired the generic ability to communicate effectively verbally and non-verbally with customers and colleagues of different cultures and prevent or resolve misunderstandings. 

UNIT STANDARD CCFO DEMONSTRATING 
Understand that the world is a set of related systems. This means that problem-solving contexts do not exist in isolation.
Learners have acquired the generic ability to understand that the world is a set of related systems when cultural differences are taken in consideration. 

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 
Assessment process

When conducting assessment, assessors must ensure that they are familiar with the full text of the unit standards being assessed.

They must ensure that assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge.

Each environment/situation will be different, it will be necessary to develop assessment activities and tools, which are appropriate to the context in which the assessment will take place. (Example: ticket officers or reservation office or cashier or train manager)

Method of assessment

During formal training at the provider:
1. Written tests
2. Case studies
3. Simulation

During on-the-job training:
1. Oral test
2. Observations
3. Case studies

Integrated final on-the-job assessment:
1. Observation
2. Oral tests
3. Case studies

In the Rail Passenger Services environment it will be more effective to assess a number of unit standards together and the assessor must evaluate each assessment request to determine the grouping of the standards for assessment.

The assessment must integrate a number of different methods. (Example: Only one type of ticket, or a combination of ticket upgrades, or reservation requests and cash handling procedures. Train arrival/departure times and platforms as well as luggage requests) This will give the assessor reliable and valid proof of competence and evidence of required attitudes and skills.

The integrated assessment must take place in the environment where the learner will work independently on completion of final assessment and the assessment certification must be endorsed accordingly.

Valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience may serve to supplement the assessment of applied competence. The portfolio should include, inter alia:
1. Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner.
2. Relevant certificates or awards.
3. Previous assessment records.
4. Journal (Logbook).

Values

In addition, the following values should be demonstrated:
  • Dealing with people (respectful to people)
  • Initiative

    Supplementary information

    Structured learning- 8 hours
    Self-study-2 hours
    Practical-2 hours
    On-the-job training-24 hours
    Assessment-4 hours
    Total hours-40 hours
    Total Credits-4 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  49236   National Certificate: Rail Transport Passenger Services  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  TETA 
    Elective  65010   National Certificate: Aviation Support Operations  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2018-06-30  TETA 


    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. Bidair Services Pty Ltd 
    2. Lanseria International Airport 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.