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About this book
Simple definitions for key terminology is provided in the "Words & Terms" boxes.Individual, class and group activities assess understanding and prepare students for their final examination.Real-life scenarios students may encounter in the world of work are introduced via the "In the workplace" feature and in case studies.
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Yes, you can access Client Services & Human Relations NQF3 SB by Technisa in PDF and/or ePUB format, as well as other popular books in Business & Business General. We have over one million books available in our catalogue for you to explore.
Information
Table of contents
- Front cover
- Title page
- Copyright page
- Contents
- Guide to features
- Topic 1: Human relations requirements according to the various Acts
- Module 1: How a democratic society functions and what citizenship means
- Module 2: The values contained in the South African Constitution and the Bill of Rights
- Module 3: Democracy in the workplace and how it contributes to a more just and equitable society
- Module 4: Why value conflicts and ethical dilemmas arise
- Module 5: Analysing incidents of value conflict
- Module 6: Personal time and how to plan a balanced lifestyle
- Module 7: Aspects of a balanced lifestyle and their relationship to productivity
- Module 8: Tools and techniques to manage time
- Module 9: Knowledge of time management to enhance own productivity and lifestyle
- Module 10: Knowledge and understanding about new staff members in the workplace
- Module 11: Making decisions about lending support to new staff members
- Module 12: How to improve existing induction programmes
- Topic 2: Health and safety procedures for a safe and secure environment
- Module 1: National, provincial and company procedures to maintain a secure working environment
- Maintaining a high level of security for staff members and clients
- Module 3: Security procedures to avoid or handle violent situations
- Module 4: Securing unauthorised areas from client access
- Module 5: Perpetrators in a violent situation
- Module 6: Reporting suspicious items following the correct procedures
- Module 7: Demarcating client and staff areas and securing against unauthorised access
- Module 8: Securing storage against unauthorised access
- Module 9: The way in which performance can be adapted
- Topic 3: The impact of cultural knowledge on client care
- Module 1: The importance of being knowledgeable about visitors’ cultures
- Module 2: The importance of communication
- Module 3: Preventing or resolving misunderstandings between visitors and staff members
- Module 4: South Africa’s main international tourist groups
- Module 5: Interacting with tourists using appropriate verbal and non - verbal communication
- Module 6: The main population groups
- Module 7: Showing consideration for cultural norms and differences
- Module 8: Anticipating and dealing with clients’ needs within the context of their cultures
- Module 9: Appropriate action to resolve problems arising from cultural differences
- Module 10: Assisting colleagues to deal with cultural differences
- Module 11: The importance of service excellence
- Module 12: Making decisions about complaints of a more serious nature
- Module 13: Continually improving client care
- Appendix
- Untitled