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: 

Building rapport with clients in a funeral business 
SAQA US ID UNIT STANDARD TITLE
14172  Building rapport with clients in a funeral business 
ORIGINATOR
SGB Funeral Services 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Personal Care 
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 
This unit standard forms part of the Qualification, National Certificate in Funeral Services Practice and is registered at Level 3 on the National Qualifications Framework. Learners working towards this standard will be learning towards the full qualification, or will be involved in or working within a funeral services environment, specialising in Embalming, Marketing and Merchandising or Disaster Management, where the acquisition of competence against this standard will add value to each individual and the Funeral Industry as a whole.

The qualifying learner is capable of:
  • Establishing a relationship and environment in which to gather or give information
  • Maintaining a relationship and environment with clients
  • Gathering information on the purpose of the visit or call 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this qualification will have demonstrated competency in:
  • Numeracy at NQF Level 2 or equivalent.
  • English, verbal and written communication at NQF Level 2 or equivalent. 

  • UNIT STANDARD RANGE 
  • Range statements which are applicable to the unit standard titles, specific outcomes and assessment criteria are found beneath the applicable assessment criteria.
  • The following range statements are general to the qualification:
  • Client`s appearance will include manner is neutral, quiet, friendly, reserved, sullen, sad, grief stricken, shocked and angry
  • Clients and community members will include individuals, groups, leaders, chiefs, family, relatives, friends, religious leaders, ceremonial leaders, executors, travel agents, airlines, embassies, consulates, state mortuaries. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Establish a relationship and environment in which to gather or give information 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Client is acknowledged and greeted according to organisational and cultural requirements 
    ASSESSMENT CRITERION RANGE 
    Acknowledgement and greeting will include welcome, farewell, greeting to suit occasion, handling with compassion, empathy, cultural status, religious beliefs and ethnic differences and specified time
     

    ASSESSMENT CRITERION 2 
    2. Client is responded to in a manner and way which is consistent with the client's body language 
    ASSESSMENT CRITERION RANGE 
    Response to body language will include response to cultural differences, ethnic differences, religious beliefs, eye contact, appearance, facial expressions, movement, orientation of head, torso and arms and posture, gestures.
     

    ASSESSMENT CRITERION 3 
    3. Client is interacted with in a courteous and professional manner and interaction is adapted to the client's emotional state 
    ASSESSMENT CRITERION RANGE 
    Courteous interaction will include paying attention, speaking clearly, positive attitude to client, empathetic mannerisms, avoiding interruptions, emotional control, courteous questioning techniques, voice tone, expression and energy level.
     

    SPECIFIC OUTCOME 2 
    Maintain a relationship and environment with clients 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Rapport with clients is maintained in all emotional and challenging situations 
    ASSESSMENT CRITERION RANGE 
    Rapport shall mean building and establishing a working relationship with clients in and/or out of the funeral industry.
     

    ASSESSMENT CRITERION 2 
    2. Attention to client is maintained throughout the interaction and until client leaves the work area 

    ASSESSMENT CRITERION 3 
    3. Personal space which is comfortable for client is respected and maintained during all interactions 

    ASSESSMENT CRITERION 4 
    4. Clients with emotional stress are referred to qualified individuals 

    ASSESSMENT CRITERION 5 
    5. Client is greeted/ bid farewell in a manner, which reinforces positive interaction and complies with organisational requirements 

    SPECIFIC OUTCOME 3 
    Gather information on the purpose of the visit or call 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Information is gathered tactfully, courteously and professionally. 

    ASSESSMENT CRITERION 2 
    2. Details of the visit are established and recorded 

    ASSESSMENT CRITERION 3 
    3. Accorded information is accurate, correct and in the required format and location 

    ASSESSMENT CRITERION 4 
    4. Information is evaluated and assessed and client is referred to relevant and qualified individuals. 

    ASSESSMENT CRITERION 5 
    5. Cultural, religious and ethnic needs are identified and incorporated into the information gathered. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Providers offering learning towards this standard will be accredited and assessors registered by the relevant Education Training Quality Assurance body (ETQA). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • An in-depth understanding of the methods and techniques for dealing with clients in order to build rapport
  • A comprehensive understanding of the relevant and qualified individuals to whom clients with special needs and emotional stress may be referred.
  • A comprehensive of the systems and procedures for gathering and recording information according to organisational standards.
  • A general understanding of basic cultural, religious beliefs and ethnic differences
  • A comprehensive understanding of the types of clients in a funeral business.
  • A basic understanding of personality theories and traits. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems pertaining to the building of rapport with clients 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others throughout the process of referring individuals with special needs and emotional stress. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one`s activities in order to gather and record accurate and correct information 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information in order to build rapport with clients and satisfy their needs and requirements and to make decisions on referral 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with clients so that a positive relationship and environment is established and maintained 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology to record information gathered 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems in that the clients emotional state will effect the process of dealing with them 

    UNIT STANDARD CCFO CONTRIBUTING 
    In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: being culturally and aesthetically sensitive across a range of social contexts when building rapport with clients 

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

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  21787   National Certificate: Funeral Services Practice  Level 3  NQF Level 03  Reregistered  2023-06-30  SERVICES 


    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.