SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Behave in a professional manner in a business environment such as an insurance workplace

SAQA US ID	UNIT STANDARD TITLE
8096	Behave in a professional manner in a business environment such as an insurance workplace
ORIGINATOR
SGB Financial Services
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	5
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2003-12-03	2004-08-11	SAQA 1351/03
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2005-08-11		2008-08-11

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 is replaced by:

US ID	Unit Standard Title	Pre-2009 NQF Level	NQF Level	Credits	Replacement Status
114959	Behave in a professional manner in a business environment	Level 2	NQF Level 02	4

PURPOSE OF THE UNIT STANDARD

This unit standard provides a broad introduction to the financial services industry and the insurance sector. It is the starting point for a learner in insurance. The focus is knowledge, skills, values and attitudes in relation to the learner`s own context and experience of the world of work.

The qualifying learner is capable of:

Behaving appropriately in a business environment.

Interpreting body language in an insurance workplace.

Meeting people in a business setting.

Applying business ethics in the workplace.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

There is open access to this unit standard. Learners should either

Hold a GETC or equivalent qualification. Or

Be competent in communication and mathematical literacy NQF level 1.

UNIT STANDARD RANGE

The typical scope of this unit standard is ethics and professional behaviour of people in non-management positions in their interaction with internal and external customers.

UNIT STANDARD OUTCOME HEADER

Know how to behave in an insurance environment

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Know how to behave in an insurance environment.

OUTCOME NOTES

1.1 Dress code is described in accordance with established and familiar policy.

1.2 Reasons why it is important to honour one's own working hours are explained with examples of the effects when this is not done.

1.3 The importance of a positive attitude is explained and qualities that indicate attitude are identified in a familiar context.

1.4 Good work practice is described in terms of keeping colleagues informed about work activities such as work in progress, absence from work or workstation and leave.

1.5 The reasons why listening skills are important in the workplace are named and examples are given of the results of negative and positive listening skills.

1.6 Regulations regarding smoking in the workplace are described with reference to both legal requirements and established policy.

1.7 The criteria included in a Company Code of Good Conduct are understood and applied in a familiar situation.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Know how to behave in an insurance environment

ASSESSMENT CRITERION NOTES

SPECIFIC OUTCOME 2

Interpret body language in the insurance environment.

OUTCOME NOTES

2.1 Reasons why it is important to interpret body language correctly in the workplace are
given with examples from an insurance context.

2.2 The reasons why good posture and eye contact are important in the workplace are
explained with examples from an insurance context.

2.3 The proper use of a handshake as a greeting in a business setting is explained and the meaning of different handshakes used in South Africa are compared with
examples of when it is appropriate to use each handshake.

2.4 The reasons why it is important to respect other people's space and why it is inappropriate to touch other people in a business environment are explained with examples of the consequences if one ignores business etiquette.

2.5 Examples of positive and negative body language are described in a familiar context.

2.6 Behaviour that could be considered as sexual harassment in the workplace is described with examples.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Interpret body language in the insurance environment.

ASSESSMENT CRITERION NOTES

SPECIFIC OUTCOME 3

Meet people in a business setting.

OUTCOME NOTES

3.1 An explanation is given as to why first impressions are important in a business environment.

3.2 The procedure for dealing with unexpected guests is explained in terms of established procedures.

3.3 Guests are greeted in the reception area according to established and familiar procedures.

3.4 Guests visiting a manager/superior are welcomed according to established and familiar procedures.

3.5 People are introduced to each other in a business like manner.

3.6 Different ways of closing an interaction with a customer are demonstrated in a familiar context.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Meet people in a business setting

ASSESSMENT CRITERION NOTES

SPECIFIC OUTCOME 4

Demonstrate an understanding of basic business ethics in the insurance industry

OUTCOME NOTES

The concept of ethics is discussed in relation to the insurance industry.

4.2 The meaning of ethical business practices is outlined with examples from a familiar context.

4.3 Sources of ethical values are explored with examples from within the insurance industry.

4.4 The concept of ethical values on-the-job is explained with relevant examples.

4.5 Personal attitudes and factors that affect ethical values in the workplace are described with examples from a familiar business context.

4.6 The concept of ethical diversity is explored at a basic level of understanding using
realistic examples from a business context.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Demonstrate an understanding of basic business ethics in the insurance industry

ASSESSMENT CRITERION NOTES

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

This Unit Standard will be internally assessed by the provider and moderated by a moderator registered by INSQA or a relevant accredited ETQA.

The mechanisms and requirements for moderation are contained in the document obtainable from INSQA,
INSQA framework for assessment and moderation.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Learners can know and apply

1. Ethical business practices specific to the insurance industry.
2. Professionalism in the workplace.

UNIT STANDARD NOTES

This unit standard has been replaced by 114959, which is "Behave in a professional manner in a business environment", 4 credits, NQF Level 2, as from 11 August 2004.

This unit standard supports in particular, the following critical cross- field outcomes at unit standard level:

1. Learners are able to communicate effectively through the use of appropriate non-verbal body language and by displaying a cultural sensitivity and understanding across a range of social contexts.

2. Learners can apply business ethics in the way that he/she organises and manages him/herself as a worker in the industry.

3. Learners can work effectively with others as a member of a team by consistently applying commonly accepted business behaviour in their interactions with colleagues and customers.

4. Learners are able to demonstrate the world as a set of related systems by understanding the consequences of not behaving in a commonly acceptable business manner.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	14657	National Certificate: Insurance Administration	Level 2	NQF Level 02	Passed the End Date - Status was "Registered"	2004-04-18	INSETA

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.

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