Level: 5
SAQA ID: 59201
Services Seta: 2335
Learnership Duration: 12 Months
Credits: 162
Contact Days: Customise to client-specific needs and learner experience/level
Target Market: Management, Office Manager, Supervisors, Resource Manager, Section heads, foreman. Any person that is ready to first line mangers through engaged leadership.

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Recommended entry requirements
  • Communication at Level 4
  • Mathematical Literacy at Level 4

Management skills are still critical skills required across organisations and industries within South Africa. Generic management skills can be applied across a wide range of specialised fields. A person acquiring this qualification will be able to manage first line managers in an organisational entity. First line managers may include team leaders, supervisors, junior managers, section heads and foremen. The focus of this qualification is to enable learners to develop competence in a range of knowledge, skills, attitudes and values.

The skills, knowledge and understanding demonstrated within this qualification are essential for the creation of a talent pool of experienced and effective middle managers that represents the demographics of the South African society. This qualification will create a leadership cadre for the South African society throughout multiple industries and sectors both private and public.
A person acquiring this qualification will be able to manage first line managers in an organisational entity. First line managers may include team leaders, supervisors, junior managers, section heads and foremen. The focus of this qualification is to enable learners to develop competence in a range of knowledge, skills, attitudes and values including:

  • Initiating, developing, implementing and evaluating operational strategies, projects and action plans, and where appropriate, recommending change within teams and/or the unit so as to improve the effectiveness of the unit.
  • Monitoring and measuring performance and applying continuous or innovative improvement interventions in the unit in order to attain its desired outcomes, including customer satisfaction, and thereby contributing towards the achievement of the objectives and vision of the entity.
  • Leading a team of first line managers, by capitalising on the talents of team members and promoting synergistic interaction between individuals and teams, to enhance individual, team and unit effectiveness in order to achieve the goals of the entity.
  • Building relationships using communication processes both vertically and horizontally within the unit, with superiors and with stakeholders across the value chain to ensure the achievement of intended outcomes.
  • Applying the principles of risk, financial and knowledge management and business ethics within internal and external regulatory frameworks in order to ensure the effectiveness and sustainability of the unit.
  • Enhancing the development of teams and team members through facilitating the acquisition of skills, coaching, providing career direction, and capitalising on diversity in the unit.
Exit level outcomes
  • Initiate, develop, implement and evaluate operational strategies, projects and action plans so as to improve the effectiveness of the unit.
  • Monitor and measure performance and apply continuous or innovative improvement interventions in the unit.
  • Lead and manage a team of first line managers to enhance individual, team and unit effectiveness.
  • Build relationships with superiors and with stakeholders across the value chain.
  • Apply the principles of risk, financial and knowledge management and business ethics within internal and external regulatory frameworks.
  • Enhance the development of teams and team members
Qualification rules

This qualification requires a total of 162 credits as listed below:

Fundamental component:
The Fundamental Component consists of 49 Unit Standards in:

Core component:
Core: all 78 credits.

Elective component:
Learners are to achieve Unit Standards to a minimum of 35 credits.

This programme consists of SIX SKILLS PROGRAMS as follows and will be covered over a period of one year:

1. Leadership
2. Leading Change
3. Team management
4. Risk Management
5. Financial control
6. Team Performance


Programme 1: leadership


Analyse leadership and related theories in a work context

120300 F


26 credits

Manage a diverse work force to add value

252043 C


Apply the principles and concepts of emotional intelligence to the management of self and others

252031 E


Lead people development and talent management

252029 C



Programme 2:  Leading Change

Leading change

Apply the principles of ethics to improve organisational culture 

252042 F


33 Credits

Apply a systems approach to decision making 

252026 F


Formulate recommendations for a change process 

252021 F


Create and manage an environment that promotes innovation

252020 C


Select and coach first line manager

252035 C



Programme 3:  Team management

Team management

Recruit and select candidates to fill defined positions

12140 E


37 Credits

Devise and apply strategies to establish and maintain workplace relationships 

252027 C


Build teams to achieve goals and objectives 

252037 C


Use communication techniques effectively

12433 F


Interpret and manage conflicts in the workplace

114226 E



Programme 4:  Risk Management

Managing risk

Demonstrate basic understanding of the Primary labour legislation that impacts on a business unit

13952 E           


30 Credits

Develop, implement and evaluate a project plan

252022 F


Monitor, assess and manage risk

252025 C


Apply the principles of knowledge management

252044 C



Programme 5:  Financial control

Financial control

Apply mathematical analysis to economic and financial information. 

252036 F


19 Credits

Manage the finances of a unit

252040 F


Promote a learning culture in an organisation

252041 E



Programme 6: Team Performance

Team performance

Develop and implement a strategy and action plans for a team, department or division

15219 E


20 Credits

Develop, implement and evaluate an operational plan

252032 C


Monitor and evaluate team members against performance standards

252034 C


Learning Outcomes

Communicate in the workplace

  • Oral communication accommodates audience and context needs.
  • Range: Audience can include internal organisation customers such as supervisor, serviceman, peers, co-workers and suppliers and communication can be about materials or product characteristics and quality).
  • Interpretation of information from texts is justified in terms of literal and implicit content of text.
  • Range: Text includes production plans, job instructions, and work procedures, policies.
  • Use of information from texts is relevant for specific contexts.
  • Written texts are relevant for specified communicative contexts.
  • Range: Written text pertains to routine maintenance, safety, quality, and production documentation, production
  • Data and process control parameters that are recorded.
  • Use of language and communication in occupational learning programmes meet specified requirements.

 Optimise organisational structures

  • The organisational structure and functions are explained to reflect the inter-relationship between the production process and the broader organisation.
  • The systems and processes related to the workplace is identified and applied to reflect an understanding of organisational operations.
  • The role of the individual is identified and explained to demonstrate the impact on the achievement of production specifications and targets.
  • The role of individuals and their impact is identified and explained to reflect the achievement of quality specifications and targets.

 Safety in the workplace

  • Factors that constitute safe workplace practices are demonstrated to ensure safe work conditions for production.
  • Factors that pose a risk are identified and reported to address the specific risk.
  • The impact of maintenance on safe machine operations is explained to contribute to a safe and healthy work environment.
  • Routine maintenance is conducted, and records are kept to meet safety requirements.
  • How an individual contributes to health, safety and environmental practices is demonstrated through personal hygiene and adherence to policies and procedures.

 Demonstrate an understanding of production technology practices

  • Production technology practices, terminology and systems are explained in terms of its relationship to production.
  • Production input, process and output variables and its influence are identified and explained to optimise resource utilisation and the production process.
  • Production targets are explained in terms of production requirements and contribution to organisational goals.
  • Range: Production requirements include given time, cost, quality, quantity, value-add and customer specifications.
  • Safety, health and environmental policies, procedures and legislation are complied with during the production process.

 Apply quality standards and procedures in production activities.

  • Quality control principles and practices are interpreted and applied to meet quality specifications in production.
  • An understanding of the importance of continuous quality checks are demonstrated to reflect its impact on production.
  • Quality problems are solved by comparing and interpreting quality data in the workplace.
  • Basic monitoring of production is undertaken to ensure that the product stays within the limits of quality specifications.
  • Range: Basic monitoring: sensory, simple measurement, defect charts, samples.
Critical Cross-Field Outcomes:

The following Critical Cross-Field Outcomes are embedded in the associated Unit Standards:

  • Identifying and solving problems in which responses indicate that responsible decisions using critical and creative thinking have been made.
  • Working effectively with others as a member of a team, group, organisation or community.
  • Organising and managing oneself and one's activities responsibly and effectively.
  • Collecting, analysing, organising and critically evaluating information.
  • Communicating effectively using visual, mathematical and/or language skills in the modes of oral/written persuasion.
  • Using science and technology effectively and critically, showing responsibility towards the environment and health of others.
  • Demonstrating and understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation.

Learning programmes directed towards this qualification will also contribute to the full personal development of each learner and the social and economic development of the society at large, by making individuals aware of the importance of:

  • Reflecting on and exploring a variety of strategies to learn more effectively.
  • Participating as responsible citizens in the life of local, national and global communities.
  • Being culturally and aesthetically sensitive across a range of social contexts.
  • Exploring education and career opportunities; and developing entrepreneurial opportunities.

Module 1:  Orientation to a contact centre

  • Identifying and defining what a Contact Centre is
  • Identifying Contact Centre principles and concepts
  • Identifying the benefits of instilling in self a Contact Centre culture
  • Persuading others of the benefits of a Contact Centre culture

 Module 2:  Business-Writing Skills

  • Use a range of reading and/or viewing strategies to make meaning of texts.
  • Identify the main ideas in different text types
  • Read/view and respond to texts for a variety of purposes
  • Identify and discuss how language structures and features may influence a reader/audience
  • Write/sign for a specific purpose, audience and context
  • Use grammatical structures and writing/signing conventions to produce coherent and cohesive texts
  • for specific contexts
  • Adapt language to suit context
  • Draft and edit own writing/signing

 Module 3:  Language and Communication

  • Find and use suitable learning resources
  • Use learning strategies
  • Manage occupational learning programme materials
  • Plan and gather relevant information for use in each context
  • Function in a team
  • Reflect on how characteristics of the workplace and occupational context affect learning

 Module 4:  Numeracy Skills

  • Use mathematics to plan and control personal and/or household budgets and income and expenditure
  • Use simple and compound interest to make sense of and define a variety of situations including investments, stokvels, inflation, appreciation and depreciation
  • Investigate various aspects of financial transactions including costs, prices, revenue, cost price, selling price, loss and profit.
  • Use and analyse computational tools and strategies, and make estimates and approximations
  • Demonstrate understanding of numbers and relationships among numbers and number systems, and represent numbers in different ways
  • Convert flexibly between and within various representations of functions.
  • Compare, analyse and describe the behaviour of patterns and functions.
  • Estimate, measure and calculate physical quantities in practical situations.
  • Explore transformations of two-dimensional geometric figures.

 Module 5:  Oral Communication

  • Use a variety of strategies to maintain communication.
  • Adapt language to accommodate socio-cultural sensitivities without losing own meaning.
  • Use knowledge of language structures and conventions to shape or decode meaning of unfamiliar vocabulary or constructions.
  • Organise and present information in a focused and coherent manner.
  • Identify and explain how speakers/signers influence audiences.

 Module 6:  Diversity of a Contact Centre

  • Communicating within a diverse environment - internal and external.
  • Interacting within a diverse environment both within a Contact Centre and to external customers.

 Module 7:  Problem Solving in a Contact Centre

  • Obtain and evaluate project information to facilitate Contact Centre problem solving
  • Provide advice and support regarding received information to facilitate problem solving

 Module 8:  Service Excellence in a Contact Centre

  • Identify customer needs in a Contact Centre
  • Respond to customer needs in a Contact Centre
  • Identify the customer's problem
  • Commit to solving the customer complaint
  • Arrange correct planning and solutions to the customer's problems
  • Communicate with all stakeholders
  • Provide practical business solutions

Module 9:  Telephone Skills in an Inbound Contact Centre

  • Demonstrating and applying knowledge of computer packages within a Contact Centre
  • Using a computerised system
  • Retrieving calls from customers
  • Identifying customer needs in a Contact Centre

Module 10:  Working in Teams in a Contact Centre

  • Communicating with all relevant stakeholders to enhance teamwork
  • Reporting on team progress to appropriate authority and team
  • Displaying tendencies to work with others as a member of a Contact Centre team
  • Handling and resolving areas of conflict

Module 11:  Working in an Emergency Contact Centre

  • Retrieving calls within a Contact Centre from customers in emergency situations
  • Documenting information from customers in emergency situations
  • Responding within a Contact Centre to emergencies
  • Following up on customers in emergency situations

 Module 12:  Telesales

  • Placing calls to customers
  • Recording information from customer
  • Responding to queries from customers
  • Providing follow up to customers' request
Unit Standards - Fundamental component
US ID US Title Level Credits
7800  Maintain health, hygiene and a professional appearance Level 1 1
7812  Perform basic calculations Level 2 3
7794  Communicate verbally Level 3 8
11235  Maintain effective working relationships with other members of staff Level 3 1
7790  Process incoming and outgoing telephone calls Level 3 3
7791  Display cultural awareness in dealing with customers and colleagues Level 4 4
7822  Prepare written communications Level 4 3
7789  Provide customer service Level 4 8
Unit Standards - Core component
US ID US Title Level Credits
7738  Clean and restock drinks machines/equipment Level 2 1
7735  Clean and store glassware Level 2 1
7793  Describe layout, services and facilities of the organisation Level 2 1
7801  Describe the sectors of the Hospitality, Travel and Tourism industries Level 2 2
7612  Handle and dispose of waste Level 2 1
7608  Handle and store cleaning equipment and materials Level 2 1
7799  Maintain a safe working environment Level 2 2
7829  Handle and record refunds Level 3 2
7860  Introduce new staff to the workplace Level 3 1
7796  Maintain a secure working environment Level 3 1
7820  Operate a payment point and process payments Level 3 3
7740  Prepare and clear areas for table service Level 3 1
7745  Provide a carvery/buffet service Level 3 2
7744  Provide a table drink service Level 3 4
7742  Provide a table service Level 3 2
7750  Serve bottled wine Level 3 3
7844  Contribute to the identification of short-term supply needs Level 4 1
7821  Develop self within the job role Level 4 3
7869  Maintain a preventative maintenance programme Level 4 3
7846  Maintain the cleaning programme for own area of responsibility Level 4 2
7839  Maintain the receiving, storage and issue of goods Level 4 5
7836  Monitor customer satisfaction Level 4 3
7841  Plan staff training and development in own area of responsibility Level 4 6
7773  Prepare and serve spirits and liqueurs Level 4 5
7827  Source information about self-employment opportunities Level 4 3
7818  Conduct on-the-job coaching Level 5 5
7778  Maintain the drink service Level 5 4
7776  Maintain the table service Level 5 5
7868  Monitor and maintain health, safety and security Level 5 4
7866  Plan, organise and monitor work in own area of responsibility Level 5 3
7769  Recommend, present and serve wines Level 5 6
7780  Supervise the running of a function Level 5 7

Unit Standards - Elective component
US ID US Title Level Credits
7813  Identify work opportunities Level 2 2
14577  Prepare and clear areas for table service Level 2 1
7739  Prepare, service and clear function rooms Level 2 2
7815  Apply for a job or work experience placement Level 3 2
7756  Prepare kegs and gas cylinders for use Level 3 1
7854  Provide first aid Level 4 4

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