SAQA ID: 71751
W&R Seta: LPA/00/2014/01/3154
Learnership Duration: 12 Months
Contact Days: Customise to client-specific needs and learner experience/level
Target Market: Learners with little or no formal education who wish to access the job market – sales assistants, shelve packer, general worker
It is assumed that learners have literacy and numeracy skills in order to cope with the complexity of learning in this Qualification
Adult Basic Education is identified as a critical priority in South Africa and plays a vital role in equipping adult learners with the necessary knowledge, skills and values in order to be functional in society and as a person by contributing to the workforce, community and economy.
This GETC: ABET qualification provides learners with foundational learning through the acquisition of knowledge and skills needed for social and economic development and the promotion of justice and equality. It also seeks to promote and instil learners with a culture of life-long learning needed for future learning. It also enables learners to acquire the necessary competencies to access further education and training, career development and employment opportunities.
The purpose of the Qualification is to equip learners with foundational learning by acquiring knowledge, skills and values in specified Learning Areas.
The qualification aims to:
- Give recognition to learners who achieve and meet the necessary requirements and competencies as specified in the Exit Level Outcomes and Associated Assessment Criteria.
- Provide a solid foundation of general education learning, which will help prepare learners and enable them to access Further Education and Training learning and qualifications, particularly occupational workplace-based or vocational qualifications.
- Promote lifelong learning to enable learners to continue with further learning.
- Prepare learners to function better in society and the workplace.
The achievement of the GETC: ABET qualification allow learners the following learning pathways:
- To choose a vocational route through completion of the National Certificate: Vocational Qualifications at
- Levels 2, 3 and 4, which contain vocational specialisations.
- To access academic learning at NQF Level 2 and above.
- To access Occupational specific qualifications at NQF Level 2, which consist of knowledge, skills and workplace experience and learning.
The Qualification aims to equip learners to:
- Develop and apply relevant skills, knowledge and attitudes in the chosen Learning Areas.
- Function better in and contribute to the world of work.
- Be sensitive and reflective of issues relating to diversity, inclusivity, cultural values, human rights, gender, development and change.
- Develop an appreciation for lifelong learning.
- Function better as a citizen in South Africa and contribute to cultural, social, environmental and economic development.
- Make informed judgments about critical ethical issues.
- Develop study skills to be able to access further learning.
This Qualification consists of Fundamental, Core and Elective Unit Standards. A minimum of 120 credits from those listed must be achieved for the awarding of the Qualification. The following rules apply to the choice of unit standards:
Fundamental: all 37 credits.
Core: all 32 credits.
Elective unit standards totalling a minimum of 51 credits needs to be completed.
- Language, Literacy and Communication:
- Use a range of communication, language and learning strategies in a variety of contexts.
- Mathematics and Mathematical Sciences:
- Explain and use mathematical strategies, techniques and patterns to solve problems.
- Mathematical Literacy:
- Explain, select and use numbers, data and objects in everyday life situations.
- Life Orientation:
- Range: Legislation includes but is not limited to the Labour Act, Bill of Rights, South African Constitution, National Curriculum Statement.
- Investigate the process of making informed choices in order to develop and maintain a healthy lifestyle and positive
- Academic Learning Area and Vocational Specialisations:
The following set of generic Learning Outcomes apply to all the components/subjects of the Academic Learning Area and Vocational Specialisations associated with the Qualification:
- Understand and use specific Learning Area knowledge, language and terminology
- Know and apply specific Learning Area skills
- Understand, analyse and apply the values related to the Learning Area
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
|US ID||US Title||Level||Credits|
|7464||Analyse cultural products and processes as representations of shape, space and time||Level 1||2|
|7449||Critically analyse how mathematics is used in social, political and economic relations||Level 1||2|
|119373||Describe and represent objects in terms of shape, space and measurement||Level 1||5|
|7452||Describe, represent and interpret mathematical models in different contexts||Level 1||6|
|119635||Engage in a range of speaking/signing and listening interactions for a variety of purposes||Level 1||6|
|119364||Evaluate and solve data handling and probability problems within given contexts||Level 1||5|
|119631||Explore and use a variety of strategies to learn||Level 1||5|
|119640||Read/view and respond to a range of text types||Level 1||6|
|7450||Work with measurement in a variety of contexts||Level 1||2|
|119362||Work with numbers; operations with numbers and relationships between numbers||Level 1||4|
|7448||Work with patterns in various contexts||Level 1||4|
|119636||Write/Sign for a variety of different purposes||Level 1||6|
|US ID||US Title||Level||Credits|
|14659||Demonstrate an understanding of factors that contribute towards healthy living||Level 1||4|
|14569||Demonstrate an understanding of how to participate effectively in the workplace||Level 1||3|
|14656||Demonstrate an understanding of sexuality and sexually transmitted infections including HIV/AIDS||Level 1||5|
|14664||Demonstrate knowledge of diversity within different relationships in the South African society||Level 1||3|
|14661||Demonstrate knowledge of self in order to understand one`s identity and role within the immediate community and South African society||Level 1||3|
|113966||Identify security, safety and environmental risks in the local environment||Level 1||6|
|15092||Plan and manage personal finances||Level 1||5|
|15091||Plan to manage one`s time||Level 1||3|
|US ID||US Title||Level||Credits|
|119564||Assist the community to access services in accordance with their health-related human rights||Level 1||5|
|13994||Identify and discuss different types of business and their legal implications||Level 1||4|
|13999||Demonstrate an understanding of basic accounting practices||Level 1||4|
|115480||Demonstrate an understanding of diversity and change in a dynamic society||Level 1||6|
|10006||Demonstrate an understanding of entrepreneurship and develop entrepreneurial qualities||Level 1||2|
|14001||Demonstrate an understanding of managerial expertise and administrative capabilities||Level 1||4|
|115477||Demonstrate knowledge and understanding of the relationships between social justice, human rights and democracy||Level 1||5|
|10009||Demonstrate the ability to start and run a business and adapt to a changing business environment||Level 1||3|
|259939||Describe wholesale and retail in South Africa||Level 1||4|
|119563||Engage in basic health promotion||Level 1||8|
|259937||Identify career opportunities in the wholesale and retail sector||Level 1||8|
|259938||Identify the importance of customer service in the wholesale and retail environment||Level 1||5|
|119559||Perform basic life support and first aid procedures||Level 1||5|
|10007||Identify, analyse and select business opportunities||Level 1||3|
|119567||Perform basic life support and first aid procedures||Level 1||5|
|116933||Use a Graphical User Interface (GUI)-based presentation application to create and edit slide presentations||Level 1||3|
|116932||Operate a personal computer||Level 1||3|
|116938||Use a Graphical User Interface (GUI)-based word processor to create and edit documents||Level 1||4|
|7532||Use art skills and cultural expression to make an economic contribution to self and society||Level 1||2|
|117902||Use generic functions in a Graphical User Interface (GUI)-environment||Level 1||4|
|10008||Write and present a simple business plan||Level 1||7|