SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Apply comprehension skills to engage oral texts in a business environment

SAQA US ID	UNIT STANDARD TITLE
12154	Apply comprehension skills to engage oral texts in a business environment
ORIGINATOR
SGB GET/FET Language and Communication
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 04 - Communication Studies and Language			Language
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular-Fundamental	Level 4	NQF Level 04	5
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2018-07-01	2023-06-30	SAQA 06120/18
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2026-06-30		2029-06-30

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

This unit standard introduces both cognitive and affective dimensions of listening comprehension skills that enable learners to interrogate a verbal text in order to maximise understanding and acquire the skills needed to extract relevant information from oral texts used in a business environment. It enables learners to identify and respond to situations where oral communication is the only mode of communication and where instructions from clients are received telephonically or in face to face communication.

The qualifying learner is capable of:

identifying or recognising explicitly stated information.

recalling from memory ideas and information explicitly stated in verbal conversation.

analysing, synthesising and organising information explicitly stated in an oral text.

using information explicitly stated in an oral text as well as his/her intuition, product and sector knowledge and personal experience as a basis for conjectures and hypotheses.

making an evaluative judgment by comparing ideas presented in an oral text with external criteria from other written or oral sources and own experience and product and sector knowledge.

responding appropriately and sensitively to a oral text.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

There is open access to this unit standard. Learners should be competent in Communication at level 3.

UNIT STANDARD RANGE

The typical scope of this unit standard is:

Texts and sources include telephonic queries from clients, verbal instructions and requests, written and oral texts, recordings, interviews, discussions, face to face contact, radio and TV broadcasts, advertisements, Internet and photographs.

Sector related texts include brochures, pamphlets, information documents, newspapers, journals, magazines, financial newspapers and magazines, legislation, regulations, rules, letters, articles and any other texts used within the sector and field of learning.

Recognition requires the learner to locate or identify information explicitly stated in the text itself or in exercises that use the explicit ideas and information presented in the text.

Recall requires the learner to produce from memory ideas and information explicitly stated in a text.

Re-organisation requires the learner to analyse, synthesise and/or organise ideas or information explicitly stated in a verbal text. The learner may use the statements verbatim or paraphrase or translate the speaker`s statements in order to check own comprehension and produce the required thought product.

Inferential comprehension is demonstrated when a learner uses the ideas and information explicitly stated in a verbal text, his/her intuition, product and industry or sector knowledge and personal experience as a basis for conjectures and hypotheses. Inferences may be convergent or divergent and the learner may or may mot be asked to verbalise the rationale underlying his/her inferences. Inference requires thinking that goes beyond the stated information.

Evaluation requires the learner to compare ideas in the verbal text with external criteria or material provided by the facilitator or other sources with internal criteria provided by his/her own experiences, product and industry or sector knowledge and business ethics. Evaluation is about judgment and focuses on qualities of accuracy, acceptability, desirability, worth or probability of occurrence.

Appreciation involves all the above cognitive dimensions. It deals with the psychological and aesthetic impact of a verbal text on a listener. It includes an appropriate response to aggressive or confrontational telephonic or face-to-face situations.

Internal criteria include own experience, industry or sector knowledge or business ethics.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Recall ideas and information that are explicitly stated in an oral text.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Details are correctly identified from an oral text.

ASSESSMENT CRITERION 2

2. An explicit statement is correctly identified as the main idea of a query or complaint.

ASSESSMENT CRITERION 3

3. Incidents or actions explicitly stated in the oral text are identified in the correct order or sequence in which they occur.

ASSESSMENT CRITERION 4

4. Explicitly stated information is compared by identifying similarities and differences in what the caller/speaker has said and any record of previous queries.

ASSESSMENT CRITERION 5

5. Queries are answered correctly using known answers to frequently asked questions, scripts or prompts.

ASSESSMENT CRITERION 6

6. Verbal clues that indicate a personality or customer profile are identified using information from explicit statements in the conversation.

SPECIFIC OUTCOME 2

Reorganise information from an oral text.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Events, places, equipment, options, investment instruments, policies, people and/or other items are classified by placing them in appropriate categories.

ASSESSMENT CRITERION 2

2. Own understanding is confirmed by reflecting statements using a questioning technique.

ASSESSMENT CRITERION 3

3. An outline of an oral text is produced using direct statements or statements paraphrased from the oral text.

ASSESSMENT CRITERION 4

4. A text is summarised using direct or paraphrased statements from the oral text.

ASSESSMENT CRITERION 5

5. Explicit ideas or information from more than one source are consolidated into a synthesised oral text.

SPECIFIC OUTCOME 3

Infer information from an oral text.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Information explicitly stated in an oral text, supplemented by the learner's intuition, product and sector knowledge and personal experience, is used to infer supporting details and add facts or information that could help to clarify a query.

ASSESSMENT CRITERION 2

2. The main idea or general significance not explicitly stated in an oral text is inferred using the learner's intuition, knowledge of the sector or personal experience.

ASSESSMENT CRITERION 3

3. An action or incident that might have taken place between two explicitly stated actions or incidents is inferred from the learner's own knowledge and experience of the sector.

ASSESSMENT CRITERION 4

4. A possible outcome or consequence in an explicitly stated series of actions is inferred from personal knowledge and sector experience.

ASSESSMENT CRITERION 5

5. Comparisons about times, places, events, and other occupation related aspects that revolve around then and now, here and there, this and that are made by inferring similarities and differences using information explicitly stated in an oral text and the learner's own knowledge and sector experience.

ASSESSMENT CRITERION 6

6. The relationship between cause and effect is inferred from information explicitly stated in an oral text and the learner's own knowledge and sector experience.

ASSESSMENT CRITERION 7

7. Information about a person is inferred from information explicitly stated in an oral text and the learner's own knowledge and sector experience.

SPECIFIC OUTCOME 4

Evaluate information in an oral text.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Ideas or events presented in an oral text are compared with external criteria provided by the facilitator, other authorities and other oral sources or with internal criteria such as own experience, sector knowledge or business ethics in order to make a judgment as to the whether an event indicated in an oral text could really have happened.

ASSESSMENT CRITERION 2

2. An oral text is analysed and a judgment is made as to whether the information in the text represents an objective fact or the speaker's subjective opinion.

ASSESSMENT CRITERION 3

3. Information in an oral text is analysed for adequacy and validity when compared to other sources or texts and a judgment is made about the text's completeness or incompleteness in relation to its intended purpose.

ASSESSMENT CRITERION 4

4. Information in an oral text is evaluated and is accepted or rejected based on own knowledge and sector experiences and comparison with other written or verbal texts.

ASSESSMENT CRITERION 5

5. Information in an oral text is judged in terms of its appropriateness for the intended the audience and purpose.

ASSESSMENT CRITERION 6

6. Judgements about worth, desirability and acceptability of a product are made using external criteria provided by the facilitator, other authorities and other oral or written sources or with internal criteria.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

This unit standard will be internally assessed by the provider and moderated by a moderator registered by a relevant accredited ETQA. The mechanisms and requirements for moderation are contained in documents obtainable from the framework for assessment and moderation of the SETA concerned.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Essential embedded knowledge will be assessed through the specific outcomes in terms of the stipulated assessment criteria. This includes the direct assessment of knowledge.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Use the comprehension skills indicated in order to identify and solve problems in which responses show that responsible decisions using critical and creative thinking have been made.

UNIT STANDARD CCFO WORKING

Work effectively with others as a member of a team, group, organisation or community.

UNIT STANDARD CCFO ORGANISING

Organise and manage his/her own learning activities responsibly and effectively.

UNIT STANDARD CCFO COLLECTING

Collect, organise and critically evaluate information from a variety of oral texts in a business environment.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively using visual, mathematics and language skills both orally and in writing in applying the comprehension skills indicated to oral communications with clients.

UNIT STANDARD CCFO DEMONSTRATING

Be culturally and aesthetically sensitive across a range of social contexts in responding personally to a variety of oral situations in a business environment.

UNIT STANDARD ASSESSOR CRITERIA

Integration and portfolio assessment:

It is strongly recommended that this unit standard be integrated with other unit standards wherever learners are required to work with oral texts and deal with customer queries in a business environment.

REREGISTRATION HISTORY

As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Fundamental	50479	Further Education and Training Certificate: Advertising	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	MICTS
Fundamental	48882	Further Education and Training Certificate: Auctioneering Practices	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2011-02-16	Was SERVICES until Last Date for Achievement
Fundamental	49093	Further Education and Training Certificate: Child and Youth Care Work	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2008-02-06	Was HW SETA until Last Date for Achievement
Fundamental	49774	Further Education and Training Certificate: Construction and Maintenance of Overhead Track Equipment	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	TETA
Fundamental	57849	Further Education and Training Certificate: Dangerous Goods: Multi-modal Transportation	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2016-12-31	TETA
Fundamental	58801	Further Education and Training Certificate: Environmental Noise Practice	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2015-06-30	LG SETA
Fundamental	49120	Further Education and Training Certificate: Film, Television and Video Production Operations	Level 4	NQF Level 04	Passed the End Date - Status was "Registered"	2007-12-02	Was MICTS until Last Date for Achievement
Fundamental	57803	Further Education and Training Certificate: Fire and Rescue Operations	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	LG SETA
Fundamental	50480	Further Education and Training Certificate: Firearm Training	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	SAPFTC
Fundamental	66149	Further Education and Training Certificate: Fisheries Resource Compliance	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2015-06-30	TETA
Fundamental	24294	Further Education and Training Certificate: Information Technology: Systems Development	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2010-01-23	Was MICTS until Last Date for Achievement
Fundamental	78965	Further Education and Training Certificate: Information Technology: Systems Development	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	MICTS
Fundamental	78964	Further Education and Training Certificate: Information Technology: Technical Support	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	MICTS
Fundamental	63109	Further Education and Training Certificate: Nature Conservation: Natural Resource Guardianship Terrestrial	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Fundamental	49553	Further Education and Training Certificate: Pipeline Operations	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2016-12-31	TETA
Fundamental	48875	Further Education and Training Certificate: Public Relations Practice	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2009-09-09	Was SERVICES until Last Date for Achievement
Fundamental	50329	Further Education and Training Certificate: Radiation Protection	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	EWSETA
Fundamental	49067	Further Education and Training Certificate: Railway Signalling: Fault-finding and Repair of Equipment	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	TETA
Fundamental	49489	Further Education and Training Certificate: Road Transport Management in the Public Sector	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	TETA
Fundamental	66370	Further Education and Training Certificate: Roof Truss Technology	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2015-06-30	FPMSETA
Fundamental	49197	Further Education and Training Certificate: Social Housing Supervision	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	PSETA
Fundamental	14854	National Certificate: Agric Sales and Services	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	AgriSETA
Fundamental	48493	National Certificate: Financial Services: Wealth Management	Level 4	NQF Level 04	Passed the End Date - Status was "Registered"	2007-02-11	Was INSETA until Last Date for Achievement
Fundamental	24293	National Certificate: Information Technology: Technical Support	Level 4	Level TBA: Pre-2009 was L4	Passed the End Date - Status was "Reregistered"	2010-01-23	Was MICTS until Last Date for Achievement
Fundamental	36436	National Certificate: Local Economic Development	Level 4	Level TBA: Pre-2009 was L4	Passed the End Date - Status was "Reregistered"	2023-06-30	LG SETA
Fundamental	21796	National Certificate: Short Term Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Registered"	2005-06-12	Was INSETA until Last Date for Achievement
Fundamental	20155	National Certificate: Tourism: Guiding	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2009-09-09	Was CATHSSETA until Last Date for Achievement
Fundamental	21792	National Diploma: Contact Centre Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Elective	61595	Further Education and Training Certificate: Business Administration Services	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	49649	Further Education and Training Certificate: Long-term Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	INSETA
Elective	66609	Further Education and Training Certificate: Retail Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	66610	Further Education and Training Certificate: Short Term Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-07-30	As per Learning Programmes recorded against this Qual
Elective	57613	Further Education and Training Certificate: Short-Term Risk Management	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2012-06-30	INSETA
Elective	66613	Further Education and Training Certificate: Wealth Management	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	48640	National Certificate: Financial Services Management	Level 4	Level TBA: Pre-2009 was L4	Passed the End Date - Status was "Reregistered"	2023-06-30	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.

1.	Academy at Vaal Triangle (AVT
2.	Amabamba Recruitment
3.	Atvance Institute (Pty) Ltd
4.	AVAX SA 481 CC. T/A Mandisa Development Services
5.	Avenida (Pty) Ltd
6.	Balefile Trading and Services
7.	Balemi Consulting Pty Ltd
8.	Brilliant Affairs
9.	Cedara College of Agriculture
10.	Chartall Business College
11.	College Africa Group (Pty) Ltd
12.	EDU - FLEET
13.	Edutraining Business College
14.	Ekasi IT Solutions Centre
15.	Ekurhuleni Artisans and Skills Training Centre Pty Ltd
16.	Elchees Software Solutions
17.	ELSENBURG AGRICULTURAL COLLEGE
18.	Eshybrand Pty Ltd
19.	EYETHU NATIONAL COMPUTER COLLEGE PTY LTD
20.	Finweb Business Consultancy
21.	Fire Protection Association of Southern Africa
22.	Foster-Melliar (Pty) Ltd
23.	Fourways Private College
24.	Giamanje TVET College
25.	Glentech Innovative Design Concepts
26.	Global Institute for Capacity
27.	Goldfields Emergency Fire Services Training Academy
28.	HILLCROSS BUSINESS SCHOOL (PTY
29.	Hlanganani ICT (Pty) Ltd
30.	Ikusasalethu Youth Development Project NPC
31.	IT Academy
32.	Jabukile Consultancy
33.	Jeppe College of Commerce and
34.	Jobafrik Consulting
35.	Josmap Training Institute
36.	K Boneng Consulting Services P
37.	Loomee Group
38.	Madingoane and Family Construction
39.	Makoti Skills Development Solutions
40.	MANCOSA Pty (Ltd)
41.	Mogapi Education Group (Pty) Ltd
42.	Moving Ahead Development Agenc
43.	Musengavhadzimu Media
44.	Nemalale Eagles Consultancy CC
45.	Neopeo Trading & Projects
46.	Nhlanzi Investments
47.	NWK Beperk
48.	Pebetse Training and Consulting
49.	Phephani Learnerships cc
50.	Polokwane Technology Institute (Pty) Ltd
51.	Progressive School of Business and Engineering (Pty)
52.	QUALITATIVE INNOVATIVE SOLUTIONS
53.	QUARPHIX (PTY) LTD
54.	RCL Foods-Sugar & Milling (MP)
55.	Regent Business School (Pty) Ltd t/a Regent Business School
56.	Richfield Graduate Institute of Technology Pty Ltd
57.	Riverport Training Academy
58.	Rostec Technical FET College (Pty) Ltd
59.	Sabile Human Resources Consult
60.	SANDM IT TRAINING (PTY) LTD
61.	Sekhukhune FET College - Central Office
62.	Senwes Beperk
63.	Shakaneng Trading
64.	Silalele Consulting CC.
65.	Silulo Ulutho Technologies
66.	Siza Nesu Training and Consultants
67.	Spina Consultancy
68.	Suidwes Beleggings Eiendoms Beperk
69.	Tachfin Holdings
70.	Tasc Business Consulting and Training
71.	Techtisa (pty) Ltd
72.	The Finishing College (Pty) Lt
73.	Thinking Mind Trading
74.	Titan Trade Technologies
75.	TORQUE TECHNICAL COMPUTER TRAINING PTY LTD
76.	Transafric Consulting Pty Ltd
77.	Umqondo Consultancy
78.	UNIVERSITY OF BUSINESS EXCELLENCE(PTY)LTD
79.	University of Venda
80.	Ursivox Interactive Systems
81.	Varsity Institute of Science & Technology (Pty)Ltd
82.	Vhutshilo Health And Training Organisation
83.	VKB LANDBOU (PTY) LTD
84.	VSS College (Pty) LTD
85.	Wellinkwise Pty Ltd
86.	Whitestone College
87.	ZA WIT (PTY) LTD