Associated assessment criteria for fundamental learning
Competence is evident when learners are able to:
1.
Show a clear understanding of complex issues under discussion in one-on-one or group situations
Manage discussions and/or conflicts sensitively
Identify and challenge the underlying assumptions, points of view and subtexts in spoken texts when appropriate, and clarify understanding or sustain interaction
Analyse and adjust one`s responses to spoken texts in relation to audience, purpose and context accordingly
Identify characteristics of a speaker`s style, tone and mannerisms that attract or alienate an audience with reference to the particular effect of each feature in creating audience response
Describe, explain and judge the impact of spoken discourse
2.
Adopt reading strategies appropriate to the purpose
Draw conclusions from a synthesis of information from texts and make generalizations of patterns and trends about purpose and audience
Understand surface and embedded meanings in the text and present a viewpoint
Identify and explain the effect of an author`s values and views on selected texts in terms of the impact on meaning and target audience
Cite evidence from texts in defence of a position
Explore the effects of content, language and style on readers` responses in specific texts
Identify and explain the impact of different writing techniques on reader perspective in terms of the particular effect produced by each
Analyse the influence of specific language structures and features
3.
Write imaginative texts that are convincing and appropriate to the topic and purpose
Write expository texts that are well developed with respect to clearly articulated purposes, using fully developed paragraphs and resulting in a unified text
Choose the narrative voice appropriate to context, purpose and audience
Sequence points in an argument logically and deliberately to build up to a convincing conclusion
Check text for coherence, logical sequence and structure; identify and adjust weaknesses and errors to improve coherence and flow
Rearrange information in ways that promote interest in, and impact of, the text for a defined target audience
Check layout, spelling, punctuation and syntax for accuracy and readability
Check the whole, completed text against the purposes for writing to verify that these purposes have been satisfied
4.
Identify relevant learning resources
Utilise and manage learning resources through appropriate selection and cross-referencing of information and acknowledgement of sources
Formulate learning strategies by selection of specific tried techniques
Summarise and use information in the learning process
Synthesize and contextualise answers pertaining to relevant questions
Read, interpret, analyse and synthesize texts for detail in a given context
Communicate with others in groups or as individuals
Organise and use occupational learning materials for optimum learning
Understand and use layout, presentation and organisational features of learning materials effectively
Engage with and, if needed, clarify technical language
Conduct basic research, and analyse and present findings
Identify and define appropriate topic and scope
Plan and sequence research steps appropriately
Apply research techniques
Categorise, classify and sort information
Analyse research findings in the appropriate format
Make conclusions and recommendations
Lead and participate actively in group learning situations
Apply responsibilities in the team and group work conventions in learning situations
Practise conflict management and negotiating techniques
Work in a team to achieve meaningful products, outcomes and goals
Describe and discuss features of the occupational environment
Describe and discuss ways in which these features affect learning processes
Associated assessment criteria for core learning
Competence is evident when learners are able to:
1.
Define and explain the term "helpdesk"
Define and explain the term "user support"
Understand support services and their goals
Explain the difference between an internal and external customer
Discuss the traits of a successful helpdesk analyst
Attach importance of staying current
2.
Define and explain the difference between a customer`s "wants" and "needs"
Discuss the 4 basic needs of a customer
Describe the principals of giving good service
List and explain the techniques to give good service
Discuss the impact of body language in a helpdesk
3.
Know how to avoid blame
Know how to be assertive and flexible
Know how to multi-task and prioritize
Define the importance of teamwork and leadership
Know how to deal with the confidential information
Understand the importance of the helpdesk`s image
4.
List ways to improve their "speaking skills"
List and improve their "listening skills" and paying attention
List ways of establishing a relationship between them and their customer
Define the different types of callers and the guidelines for dealing with them
Answer a complaint letter using the correct techniques
Use the guidelines for composing an e-mail
List and use the guidelines to correctly structure a presentation
List and use the guidelines regarding body language, dress and posture
5.
Understand the different goals between internal and manufacturing support
Describe the typical tasks when providing internal support
Describe the typical tasks when providing manufacturing support
Define the issues for not/charging for support
Understand where in the organisation the support department fits
6.
Describe the 3-tier support model
Define the concept of response time
Define the concept of resolve time
List and explain the tasks performed at each tier of the support model
Define the concept of "escalation"
Draw a diagram to explain how the support model works
7.
Understand the need for employing the right type of person in a support environment
List the characteristics of the ideal support person
Measure themselves against these characteristics and decide in which areas they could/need to improve
Understand the importance of training and learning for a support person
List 5 skills they should practice as a support person
List the different aspects of learning which are relevant to their task as a support person
Understand what stress is, the reasons for it and ways of dealing with it
8.
List and define the 5 main problems facing a support department
Discuss the problems caused by rapidly changing technology
Discuss the problems caused by limited resources
Discuss the problems caused by different knowledge levels of users
Discuss the problems caused by stress
Discuss the problem of high user expectations
Propose solutions for all of the above
9.
List and describe the 4 main types of support calls
Describe the 3 types of feedback calls
List the guidelines to handle each type of feedback call
Describe and recognize the 3 types of question calls
Describe and implement the ten-step troubleshooting process
Define non-technical calls
10.
List the types of information a support department should keep
Understand and explain the necessity for logging calls
List the information that should be logged for each support call
List the different statistics that should be calculated by the logging system and understand the relevance of each
List and use the guidelines to record the details of the problem
11.
Discuss the main issues involved in managing staff: productivity, scheduling staff`s time and structuring the support department
Understand and explain the significance of managing the support department`s resources
Understand and explain the basic issues involved in managing service to your customers
12.
Understand some of the basic concepts of information technology such as data storage and memory, the context for computer-based software applications in society and the uses of information networks within computing
13.
Modify the desktop, settings and toolbars using Windows NT
Understand and apply drives, folders and files
Demonstrate customizing, displaying and changing the screen
Apply renaming, selecting, moving, deleting and copying files
Demonstrate wordpad, notepad, games, paint and the calculator
Demonstrate browser, search engines and printing
Demonstrate setting and installing printers and the printing screen
Understand and apply all the help functions
14.
Apply the basic common Word 2000 features
Demonstrate a Word window, start and develop a new Word document, editing the text, adjusting settings, saving, closing a Word document
Design a web site in Word including hyperlinks, graphics, a form, lines, a background and frames
15.
Apply templates
Create a newsletter
Apply editing, formatting and calculations within a table
Apply styles, borders, shading, hyphenation, links, modify clipart, symbols to document
Demonstrate mail merge
16.
Demonstrate planning features, plan a worksheet, create a worksheet, edit a worksheet, use formulas
Demonstrate formatting a worksheet, opening and saving a worksheet, previewing and printing a worksheet
17.
Demonstrate importing objects, creating a chart from worksheet, editing a chart, formatting a chart
Demonstrate creating a graph
Demonstrate managing and analysing a workbook
Demonstrate the Find command, Replace command, Sorting Data and Filter Data functions
18.
Demonstrate planning a presentation, creating a presentation, editing a presentation, manipulating slides, previewing a presentation, opening and saving a presentation
19.
Demonstrate modifying and enhancing a presentation
Demonstrate copying, linking between office applications
Demonstrate the ability to customize a presentation using advanced formatting functions, adding and modifying clipart in a slide, format painter, adding and modifying a chart in a slide
Demonstrate creating a presentation from a design template, adding animated graphics, creating and modifying wordart, adding hyperlinks
Demonstrate publishing a presentation on the web
20.
Demonstrate customizing Outlook Today, customizing the screen, using shortcuts
Understand the folders list, status bar and separator bars
Demonstrate sending a new mail, using address book, receiving, replying, forwarding, formatting mail, adding and modifying an attachment to a mail
Demonstrate sorting, customizing, filtering, deleting, group, folder, print inbox messages
Apply add, delete, create names in the address book
Back-up address book
Create, use, delete distribution list
Create, move, delete, edit, insert appointments, change the view, preview
Create, manage and print tasks
Create, manage, delete contacts
Create, open, edit, delete notes
21.
Demonstrate the common Office 2000 features: planning a database, creating a database, using the database window, creating a table, defining the elements of a table, entering data, opening and saving a database using MS Access
Demonstrate modifying a table using the modifying tools, creating a form, entering records, previewing and printing a form, closing and saving a form
22.
Demonstrate using filters, creating queries, using AutoReport Wizard to create a report, modifying the report, creating a report from a query
Demonstrate using a table wizard to create a table, copying and deleting data, formatting field, creating advanced queries, back-up and restoring a database
Demonstrate creating a multiple table form, modifying a form, editing a form, creating a subform, enhancing a form with advanced features, deleting a form
Demonstrate creating a group report, customizing the report layout, editing the report, creating mailing labels, creating and using macros, using the main switchboard and securing the database
Demonstrating importing and exporting, saving a database object as a web page, adding a hyperlink to a database object
23.
Describe the objectives of accounting
Identify the users of financial information
24.
Compile and identify transactions and transaction types
Identify different account types and how they affect the double entry system
25.
Differentiate between the cash receipts and cash payments books
Insert relevant information into cash books
26.
Analyse transactions
Insert relevant transactions
Calculate and balance bank reconciliation statements
27.
Identify the different forms of stock control
Describe the effects of different forms of stock control
28.
Identify the components of the accounting equation
Implement basic accounting concepts and the accounting equation
29.
Compile a breakdown of value added tax from a set of general ledger accounts
Identify accounts that are affected by value added tax
30.
Identify errors contained in a set of general ledger accounts
calculate closing entries
31.
Apply the basic communication model to explain the business communication process
32.
Utilise the key elements of planning the communication message in order to effectively communicate with an audience
33.
Identify key indicators of non-verbal communication
Apply concepts of kinesics, proxemics and paralanguage to analyse communication
34.
Analyse organisational communications and differentiate between informal and formal organisational messages
35.
Apply group theory to manage group development, group communication, group conflict and leadership
36.
Write letters, notices, circulars, memoranda, reports, notices of meetings, agendas, facsimile transmissions, e-mails and curriculum vitae
37.
Utilise devices such as tables, graphs, charts and pictograms to explain or amplify messages
38.
Identify the 3 parts of a good presentation
Utilise various audio-visual aids to enhance a business presentation
39.
utilise telephone techniques to optimise the usage of a telephone in business communications
40.
Apply interview techniques to effectively communicate in the business context
41.
Utilise the power of mass media to reach audiences quickly, efficiently and effectively
Utilise technology to communicate messages to large audiences
42.
Analyse environment for entrepreneurial opportunity
Choose an organisational form to suit their business
43.
Identify and develop objectives for the small business
Utilise the 4 major management activities to achieve these objectives
44.
Identify the components of a written business plan
State the vision of the plan in the strategic context
45.
Describe the nature and role of mission statements in business strategy
Identify the components of a mission statement
46.
Identify the structure of the executive summary
Write an executive summary for the stakeholders in the organisation
47.
Gather data from the internal and external business environments
Analyse the data from these situation analyses
Draw conclusions and make recommendations from the audit
48.
Identify strategic objectives that management can consider for the business
Use the Grand Strategy Matrix to select strategies for their organisation
Put the strategy plan into action
Measure organisation performance by utilising the strategy
49.
Evaluate the Assessment Matrix
Manage the effects of resistance to change and conflict on the strategic implementation
Take corrective actions in order to keep the organisation on track to achieving its objectives
50.
Speak and present effectively in a business context
Utilise the 7 prerequisites for effective presentations
Utilise the 3 components of presentation style
51.
Apply the 8-step job analysis process to the organisational context
Systematically investigate the tasks, duties and responsibilities of a job
52.
Utilise Maslow`s, Hertzberg`s and McGregor`s theories to explain an organisation`s success/failure in the competitive environment
Ensure that the organisation has the correct employees to meet their needs
53.
Apply the workforce planning process to the development of a workforce plan
54.
Attract a pool of job candidates who meet the organisation`s needs in terms of skills and qualifications by following a 9-step recruitment process
Identify candidates who possess the necessary skills, abilities and personality to fit into the organisation`s culture by applying a 5-step selection process
Introduce and orientate new employees to the organisation using the induction process
55.
Manage performance and give feedback on performance by applying a 4-step performance management process
56.
Identify the 3 factors that determine levels of compensation using job evaluation and compensation surveys
Follow the 2 steps in designing a fair compensation structure
57.
Identify mandatory benefits as controlled by legislation as well as voluntary benefits that the organisation should include in the condition of service
58.
Utilise the various acts and legislation in South Africa which provide for the development and implementation of a human resource system with an integrated approach to education and training
59.
Determine training needs by utilising a 4-phase training process
Identify training methods
Develop a training programme
Implement a training process
Evaluate the training process
60.
Identify the elements that need to be in place for people to be in a career as opposed to a job
Align individual career planning and organisation career management
Embark on activities for career planning in order to ensure alignment and an optimal match that would meet individual and organisational needs
61.
Apply the various acts that govern the labour relationship and industrial relations in the South African context
62.
Apply understanding of marketing principles by supplying and discussing examples of the marketing process in action
63.
Explain products and services
Classify business and consumer products
Identify the importance of branding, packaging and labelling
64.
Describe the differences between intensive, selective and exclusive distribution
Discuss the nature of the service that is delivered by intermediaries
Describe the importance of intermediaries in the distribution plan
65.
Discuss the importance of pricing in the marketing mix
Discuss the 4 basic pricing structures
List and describe the internal and external factors affecting pricing
Identify various forms of discount
66.
Identify the different forms of communication
Outline the communication process
Identify the different marketing communications tools
Describe the importance of communication to the organisation
67.
Identify various advertising objectives
Discuss the AIDA model and its components
Distinguish between copy, visualization and layout and supply examples of each element
68.
Discuss the objectives of personal selling
Discuss personal selling as a marketing communications tool
Identify and describe the various steps in the personal selling process
69.
Discuss sales promotion and provide examples
Distinguish between business and consumer promotion tools
Identify and discuss the steps in developing and implementing a sales promotion programme
Identify and describe at least 6 consumer promotion tools
70.
Discuss the concept of public relations
Discuss the various functions of public relations
Discuss the various public relations techniques
Discuss the objectives of public relations
71.
Distinguish between the 2 groups of the marketing environment
Discuss the demographics of the South African market
Describe the consumer decision-making process
Differentiate between the different levels of acceptors of a new product
72.
Differentiate between different market types
Discuss the different approaches to market segmentation
Describe the market segmentation process
Identify the benefits of market segmentation
Identify the limitations of segmentation
73.
Discuss the benefits of the marketing information system
Discuss the steps in the research process
Differentiate between different types of data
74.
Introduce Pastel
Create a new company
Perform auto setup
75.
Create and edit general ledger, customer and supplier accounts
Create and edit inventory items and groups
Process inventory, customer and supplier documents
76.
Process cash book payments and receipts
Use post-dated and recurring batches
Process petty cash payments and receipts
77.
Use the bank reconciliation
78.
Use journals
79.
Perform month-end reporting
View stock reports
Process opening balances
80.
Understand the welcome screen and the six available options
Know the different areas of the CorelDraw screen with regards to toolbars, colour palette, property bar, work area etc.
Understand how to change the page setup to accommodate different print requirements
Understand the difference between vector and bitmap images
81.
Select, move and resize objects using the mouse
Reposition and reorient an object by turning it around its centre of rotation using the rotate tool
Skew or slant an object
Stretch an object`s vertical and horizontal dimensions non-proportionally
Create basic shapes using the rectangle, ellipse, polygon, spiral and graph paper tools as well as the basic shapes flyout
Apply distortions to shapes
Move a selected object to the bottom or top of a layer of objects
Duplicate and copy objects
Manipulate shapes further by converting lines to curves
82.
Align objects to each other using left, centre and right alignment as well as top, middle and bottom alignment
Distribute objects horizontally, vertically and diagonally on the page and align them either to the centre or the edge of the page
Use the show grid and snap to grid commands for precision drawing
Create, delete and clear guidelines which are used to align and position objects with precision
Create a link from one object to another by snapping objects
Undo the actions performed in a drawing
Use the control key to constrain rotating, scaling, stretching or moving an object
Change the view of a drawing by zooming in to get a closer look or by zooming out to see more of the drawing
View specific areas of a drawing using the panning tool
83.
Create arrows using the outline dialogue box
Format outline colour, width and style using the outline dialogue box
Make custom arrowheads and tails using the special characters and symbols docker in conjunction with the create arrow command on the tools menu
Create arrows using the basic shapes flyout
Customize shape objects by converting lines to curves and using the shape or node edit tool
Change the shape of an ellipse (closed path) to either an arc (open path) or pie using the convert to curves command and the shape tool
Change the shape of a rectangle by rounding its corners or manipulating the nodes using the convert to curves command and the shape tool
Understand the difference between different node and curve types
Change the shape of a polygon using the shape tool and further manipulate the shape by converting to curves
Understand the difference between open and closed paths, open closed paths using the shape tool and close open paths using the auto-close curve icon
Use the knife tool to break an object into two or more separate objects
84.
Create straight or curved lines using the freehand tool
Understand that the bezier tool works by drawing a line adding one node at a time
Enhance lines by using the artistic media tool
Group two or more objects so that they are treated as a single unit
Create a single object with common fill and outline attributes by combining two or more objects
Create irregular and unusual shapes by welding, trimming and intersecting objects
Split a closed object along a straight or jagged line using the eraser tool
85.
Use the text tool to create artistic text to add an interesting visual element to a page
Stretch, scale, rotate and skew artistic text
Apply text to follow a path, such as a circle, square or wavy line
Create a drop shadow using the interactive drop shadow tool
Create a simple shadow by duplicating
Apply trimming, welding and intersecting to artistic text
86.
Use the interactive fill tool to select and apply one of several different fill options to a selected object
Understand the different fill types (uniform, fountain, pattern, texture)
Use the property bar in conjunction with the interactive fill tool
Intergrated Assessement:
An integrated approach to assessment is adopted to ensure that the qualification is open, transparent, fair, valid and reliable. In this respect, both summative and formative assessment processes are accounted for. Integrated assessment provides the learner with an opportunity to display an ability to integrate practical performance, actions, concepts and theory across exit-level outcomes to achieve competence in relation to the purpose of this qualification.The competence that the learner is required to demonstrate is clearly articulated in the associated assessment criteria of the qualification. The learner must achieve all exit-level outcomes for the award of the qualification. |
