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 THAT HAS PASSED THE END DATE: 

Communicate in a business environment 
SAQA US ID UNIT STANDARD TITLE
7784  Communicate in a business environment 
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 4  NQF Level 04  6 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2009-11-03  2011-07-31  SAQA 0160/05 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2012-07-31   2015-07-31  

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 
Each person in business needs to communicate effectively with customers, colleagues and suppliers. This includes understanding the role played by technology in communication. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
None 

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

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Describe various ways of communicating orally and in writing. 

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 
  • The unit can be assessed in isolation from other unit standards.
  • There are no restrictions on where this unit standard may be assessed. 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
    Observation and questioning must occur for all of the following types of communication: verbally, face-to-face, by telephone, business letter, fax and e-mail). It may be supplemented with case studies, written tests or discussion with the candidate. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 3 
    3. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 2 
    Explain communication as a two-way process. 

    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 
  • The unit can be assessed in isolation from other unit standards.
  • There are no restrictions on where this unit standard may be assessed. 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
    Observation and questioning must occur for all of the following types of communication: verbally, face-to-face, by telephone, business letter, fax and e-mail). It may be supplemented with case studies, written tests or discussion with the candidate. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 3 
    3. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 3 
    Explain various ways of communicating with the supplier, customer and colleagues. 
    OUTCOME NOTES 
    Explain various ways of communicating with the supplier, customer and colleagues and give reasons for their appropriateness. 

    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 
  • The unit can be assessed in isolation from other unit standards.
  • There are no restrictions on where this unit standard may be assessed. 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
    Observation and questioning must occur for all of the following types of communication: verbally, face-to-face, by telephone, business letter, fax and e-mail). It may be supplemented with case studies, written tests or discussion with the candidate. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 3 
    3. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 4 
    Describe the language that is the norm in the industry and give reasons why it is the norm. 

    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 
  • The unit can be assessed in isolation from other unit standards.
  • There are no restrictions on where this unit standard may be assessed. 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
    Observation and questioning must occur for all of the following types of communication: verbally, face-to-face, by telephone, business letter, fax and e-mail). It may be supplemented with case studies, written tests or discussion with the candidate. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 3 
    3. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 5 
    Site examples where language must be clear and concise. 
    OUTCOME NOTES 
    Site examples where language must be clear and concise and situations where embellishments are necessary and explain why. 

    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 
  • The unit can be assessed in isolation from other unit standards.
  • There are no restrictions on where this unit standard may be assessed. 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
    Observation and questioning must occur for all of the following types of communication: verbally, face-to-face, by telephone, business letter, fax and e-mail). It may be supplemented with case studies, written tests or discussion with the candidate. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 3 
    3. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 6 
    Describe potential barriers to communication and give potential solutions for each barrier. 
    OUTCOME RANGE 
    Potential barriers: cultural differences, word choice, communicating to someone who does not understand the language, voice modulation, not listening actively. 

    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 
  • The unit can be assessed in isolation from other unit standards.
  • There are no restrictions on where this unit standard may be assessed. 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
    Observation and questioning must occur for all of the following types of communication: verbally, face-to-face, by telephone, business letter, fax and e-mail). It may be supplemented with case studies, written tests or discussion with the candidate. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 3 
    3. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 7 
    Communicate with others, using the language that is the norm in the industry. 
    OUTCOME RANGE 
    Communication: verbally face to face, by telephone, business letter, fax and e-mail. 

    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 
  • The unit can be assessed in isolation from other unit standards.
  • There are no restrictions on where this unit standard may be assessed. 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
    Observation and questioning must occur for all of the following types of communication: verbally, face-to-face, by telephone, business letter, fax and e-mail). It may be supplemented with case studies, written tests or discussion with the candidate. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 3 
    3. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 8 
    List various appropriate communication methods. 
    OUTCOME NOTES 
    List various appropriate communication methods, taking available technology, the target audience and the norms of the industry into account. Give reasons why a particular communication method was selected and demonstrate the actual communication. 
    OUTCOME RANGE 
    Target audience: customers, colleagues, and suppliers. 

    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 
  • The unit can be assessed in isolation from other unit standards.
  • There are no restrictions on where this unit standard may be assessed. 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
    Observation and questioning must occur for all of the following types of communication: verbally, face-to-face, by telephone, business letter, fax and e-mail). It may be supplemented with case studies, written tests or discussion with the candidate. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 3 
    3. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 9 
    Check that spelling, punctuation and grammar are accurate. 
    OUTCOME NOTES 
    Check that spelling, punctuation and grammar are accurate when communicating in writing, using a dictionary or spelling-check facility if necessary. 

    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 
  • The unit can be assessed in isolation from other unit standards.
  • There are no restrictions on where this unit standard may be assessed. 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
    Observation and questioning must occur for all of the following types of communication: verbally, face-to-face, by telephone, business letter, fax and e-mail). It may be supplemented with case studies, written tests or discussion with the candidate. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 3 
    3. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 10 
    Describe possible ways of improving internal communication in a selected organisation. 

    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 
  • The unit can be assessed in isolation from other unit standards.
  • There are no restrictions on where this unit standard may be assessed. 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
    Observation and questioning must occur for all of the following types of communication: verbally, face-to-face, by telephone, business letter, fax and e-mail). It may be supplemented with case studies, written tests or discussion with the candidate. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 3 
    3. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 4 
    4. Counsel the learner on future assessments, necessary learning and further qualifications. 

    SPECIFIC OUTCOME 11 
    Suggest ways to improve communication with customers. 

    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 
  • The unit can be assessed in isolation from other unit standards.
  • There are no restrictions on where this unit standard may be assessed. 
    		•

    ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
    Observation and questioning must occur for all of the following types of communication: verbally, face-to-face, by telephone, business letter, fax and e-mail). It may be supplemented with case studies, written tests or discussion with the candidate. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes. 

    ASSESSMENT CRITERION 3 
    3. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes. 

    ASSESSMENT CRITERION 4 
    4. 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 COMMUNICATING 
    Communicate effectively - relates to the following outcomes:
  • List various appropriate communication methods, taking available technology, the target audience and the norms of the industry into account. Give reasons why a particular communication method was selected and demonstrate the actual communication.
  • Check that spelling, punctuation and grammar are accurate when communicating in writing, using a dictionary or spelling-check facility if necessary.
  • Describe possible ways of improving internal communication in a selected organisation.
  • Suggest ways to improve communication with customers. 
    		•

    UNIT STANDARD NOTES 
    Recommendations and Exemplars for the design of:

    Learning / Curriculum
  • Importance of verbal communication and the link to body signals should be covered.
  • Potential barriers to communication should be dealt with in detail and case studies used for illustration.
  • General rules and structures of business letters, faxes and e-mails
  • Active listening should be discussed.
  • Role-plays, dramas or case studies can be used to explore communication appropriate to the situation.
  • Differentiate between social and business communication.

    Performance systems
  • Communication in the business environment is paramount to business success. Customer/Colleague comments should be actively monitored.
  • Ongoing performance in this area is critical
  • Good communication habits should be encouraged by giving positive feedback to employees. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  64651   Further Education and Training Certificate: Hairdressing  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2009-04-08  As per Learning Programmes recorded against this Qual 
    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 
    Fundamental  14121   National Certificate: Gaming (Surveillance Operations)  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2008-09-17  Was CATHSSETA until Last Date for Achievement 
    Fundamental  48919   Further Education and Training Certificate: Measurement, Control and Instrumentation  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2009-04-08  Was EWSETA until Last Date for Achievement 
    Fundamental  23773   National Certificate: Computer Aided Drawing Office Practice  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered"     		 2006-02-09  Was CETA until Last Date for Achievement 
    Fundamental  22443   National Certificate: Freight Forwarding  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2007-11-28  Was TETA until Last Date for Achievement 
    Fundamental  20152   National Certificate: Ladies Hairdressing  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered"     		 2004-06-13  SERVICES 
    Fundamental  61597   National Certificate: General Travel  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Fundamental  21789   National Diploma: Funeral Services Practice  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  SERVICES 
    Fundamental  14122   National Diploma: Retail Travel  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2012-06-30  CATHSSETA 
    Fundamental  14118   National Diploma: Wholesale Travel  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2012-06-30  CATHSSETA 
    Elective  14110   National Certificate: Accommodation Services  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CATHSSETA 
    Elective  14114   National Certificate: Dealing  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2010-01-23  Was CATHSSETA until Last Date for Achievement 
    Elective  14115   National Certificate: Fast Food Services  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CATHSSETA 
    Elective  14120   National Certificate: Gaming (Slots Operations)  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2008-09-17  Was CATHSSETA until Last Date for Achievement 
    Elective  14117   National Certificate: Gaming Cashiering  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2008-09-17  Was CATHSSETA until Last Date for Achievement 
    Elective  23433   Further Education and Training Certificate: Micro Finance  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  BANKSETA 
    Elective  24433   Diploma: Hospitality Operations  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2012-06-30  CATHSSETA 
    Elective  14123   National Diploma: Accommodation Services  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CATHSSETA 
    Elective  14109   National Diploma: Fast Food Services  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CATHSSETA 
    Elective  61596   National Diploma: Food and Beverage Management  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  14112   National Diploma: Professional Cookery  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.
     
    1. AAR Trading and Projects (Pty) Ltd 
    2. Aldabri 106 Institute for Quality Pty Ltd 
    3. Amandla Obunye Training Academy 
    4. Assured Vocational Skills Institute (Pty) Ltd 
    5. DC Academy 
    6. Get Ready information Services 
    7. Gigimo Tourism Academy 
    8. Jumpstart Training Institute 
    9. MAKHENSA GLOBAL ICT SERVICES 
    10. Makwedeng Training 
    11. MAT 007 (PTY) LTD 
    12. Matibidi Raphela Investments (Pty) LTD 
    13. Octomate Education Pty Ltd 
    14. RIAPHATHUTSHEDZA 
    15. RUDO CONSULTING cc 
    16. Sinovuyolethu Trading (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.