NATIONAL CERTIFICATE (VOCATIONAL) NQF LEVEL 4 NOVEMBER

Transcription

1 MARKING GUIDELINE NATIONAL CERTIFICATE (VOCATIONAL) NQF LEVEL 4 NOVEMBER 2009 This memorandum consists of 8 pages.

2 (MARKING GUIDELINE) -2- NC340(E)(030)V SECTION A: SHORT QUESTIONS QUESTION F H C I J (5x2) (10) The sudden stopping of the heart beat and therefore the pumping action of the heart An uncomfortable burning sensation in the lower chest, usually caused by stomach acid Torn body tissue like a small tear in a vein A mass of thickened blood Loss of movement as a result of damage to a nerve or muscle function. (5x2) (10) TOTAL [20] SECTION B QUESTION Insufficient coffee machines (1) This was definitely a company constraint (1) A company constraint is something that is lacking at the workplace that causes poor performance. (1) An individual constraint is something personal that causes an employee to perform poorly. (1) Company constraints: Lack of resources Lack of finances Lack of training facilities ( any applicable 2) Individual constraints: Lack of motivation Dissatisfaction Misunderstanding (any applicable 2 ) (2+2) (4)

3 (MARKING GUIDELINE) -3- NC340(E)(030)V The supervisor first of all notices Sam s unhappiness. He had a discussion with Sam and promised to investigate the matter. He came to the conclusion that Sam did not need training. That the origin of the problem was a company constraint that caused Sam s lack of motivation. The supervisor came to the correct conclusion. It all shows that the supervisor cares about his work force and the actions he took were correct. (Any 6) (6) Supervisors should investigate poor performance in order to assess the situation correctly. (1) He firstly assessed Sam s job performance. He carefully observed Sam and his colleagues doing their job He could then determine where the gap was By identifying the gap he was able to rectify the shortcomings (Any 4) (4) The Tour Operator was expected to book Thepiso on the same flight as Alfred. book their hotel accommodation. book short tours around Cape Town. (3) Yes. They were booked on the same flight. (2) They were very rude They denied having any knowledge of the booking (2) The Tour Operator should have been friendly. apologise for what happened. promise to investigate the matter. make alternative arrangements. keep Alfred and Thepiso updated of their investigation and the new arrangements. offer them an extra night free as a gift from the travel agency. (any applicable 4) (4) The Tour Operator should have checked all the elements of the itinerary before the arrival of the clients in Cape Town to make sure all the arrangements were in order. (2) The negative impact on the Tour Operator can be that Alfred and Thepiso will never make use of their services again. they will also tell their friends about their bad experience. they will lose potential clients. they will lose money. ( any applicable 4) (4)

4 (MARKING GUIDELINE) -4- NC340(E)(030)V If the Tour operator had handled Thepiso and Alfred sensitively they would have gained clients for life. they could have investigated the problem and found out where things went wrong. they could fix the problem and deliver a better service in future. they could keep clients that they potentially would have lost. they could get positive publicity. (any applicable 5) (5) The hotel staff established a good rapport with Alfred and Thepiso by.. being friendly to them. booking alternative accommodation. arranging their own courtesy taxi to take them there (3) [45] QUESTION A sterile, waterproof plaster (3) 3.2 Never put.. ointment/fatty substance on a burn or scald. never cover burns or scalds with a adhesive plaster. (2x2) (4) 3.3 To preserve life. To prevent the condition from worsening. To promote recovery. To stabilise the patient ( any applicable TWO answers) (2) 3.4 He should find out what happened. how many people are involved? what type of injuries the patients have sustained? if any patient has life threatening injuries? if any of the people are trapped? if there are any dangerous circumstances e.g. leaking fuel, flammable materials etc.? (6x1) (6) 3.5 Because Xolani will be able to: make informed decisions know exactly how to handle and treat the patients will know the correct procedures to follow will know how to protect himself against infection e.g. H.I.V. will know what his legal responsibilities are and when certain permission is needed (5x2) (10) [24]

5 (MARKING GUIDELINE) -5- NC340(E)(030)V QUESTION Where are the clients thinking of travelling to? When do they plan to travel? For what period of time how long? Is it for holiday only or is business incorporated? How many people will be travelling? What are the ages of the people travelling? What class of transport & accommodation do they prefer? What price range or how much are they prepared to spend? What are there interests? Contact details how would they like to receive information, by fax, mail, or telephone? (10x1) (10) 4.2 The organisation can. adopt a customer-friendly attitude. This does not mean having a false smile but to be friendly and treat the client as you would like to be treated. to communicate with a client in such a way that he/she feels important, especially if you can remember and call them by their name create a positive impression with the client. Greet the clients and help them as soon as possible and keep them informed all along. management should move around on ground level and interact with clients when ever possible. feedback must be collected on a regular basis from the clients in order to determine their needs to enable the organisation to keep up with the current trends. (any applicable 5) (5) 4.3 If a client requests a quotation for a specific service he would like, it is in the best interest of the organisation to reply within the agreed time frame. If it does not happen: The client may think his business is not of any value to the organisation. The client may contact another service provider. The first organisation may lose some business. They will also create an impression of not being professional. They will have a bad image of not being trustworthy. ( any applicable 5) (5) 4.4 An employee may ask questions to make sure that the client understands. must speak slowly and carefully. can use hand gestures or sign language in the case of hearing or speech impaired clients. may use printed material. may ask a client to sign to confirm his understanding. ( any applicable 5) (5) [25]

6 (MARKING GUIDELINE) -6- NC340(E)(030)V QUESTION 5 If a manager wants to determine if a transfer of knowledge took place during a training session he can: Ask the employee to write a test on the new knowledge supposedly gained. He can set up a performance test to test a skill that the employee was to be trained in. He can evaluate the outcome of the employees performance in the work place. (3x2) (6) [6] QUESTION The staff member Management (2) 6.1.2Staff members often know their own constraints better, like Piet knew he had to learn about the booking system. If employees are involved they could feel that they are helping the company as well as themselves. The employee will feel obliged to perform and train as best as he/she can. This helps the employees to take greater pride in their work and to deliver a better end product. The employees can indicate certain company constraints which management was not aware of. (any applicable 2) (2) The manager will be responsible to give Piet the necessary time off to be able to attend the training session. to pay any costs involved. to supply the necessary training resources needed. (any 2) (2) 6.2 Staff look untidy and scruffy. Staff have a bad attitude. Staff do not pay attention to clients. Staff is unwilling to help. (any applicable 2) (2) To be able to create professional relationships, Liza should be neat, clean and tidy at all times. pay all her attention to the guests and make them feel important. listen carefully to the guests and be sure she understands what they need. speak clearly and use her body language effectively. show that she is interest in her clients. (any 2) (2) Know the dress code of the company and make sure her clothes are clean and smell fresh. Know the organisational requirements. Know what she is expected to do. Know how to greet and speak to the clients. Know how to deal with problems that may arise or to whom she may refer them. (any 2) (2)

7 (MARKING GUIDELINE) -7- NC340(E)(030)V 6.4. The best ways to promote the facilities of the organisation will be. to place brochures containing the information on strategic places throughout the organisation. to have billboards in obvious places, advertising specials. to place lose pamphlets in menus. to hand out pamphlets together with messages and bills during informal conversations between staff members and clients while waiting for internet connections or bank connections when using debit or credit cards. to make announcements in public areas. (any applicable 2) (2) Staff members must know what is expected from them e.g. what time they must be at work and how long their tea and lunch breaks are etc. This will enable management to do their planning properly because they will know which staff members they can depend on being at work or the size of the functions they will be able to handle, etc (2) A restaurant must have standards regarding the food e.g. the portion size. All clients pay the same price and will therefore expect to get the same amount of food. A company standard may be that the telephone must be answered within three rings. If a phone is answered within this time frame it will portray a positive message to the clients which will create a satisfied client. (2) 6.6 The waiter should refer it to a more senior member of staff who could offer a free drink to the customer. (1) 6.7 Methods that can improve the handling of complains are: ensure that the clients are more aware of how their complaints are being dealt with. clients can be incorporated in the complaint solving process ask their input clients needs must be re- determined on a regular basis as their needs change keep careful record of every process and attach done by dates Monitor all problem solving processes (any applicable 2) (2) 6.8 To treat a sprained ankle, I will place the person in the most comfortable position possible. elevate the injured ankle. apply a cold compress like ice covered in a cloth. steady and support the injured limb with an elastic bandage. (any 3) (3) 6.9 The correct information of the condition of a patient must be relayed correctly because it will allow the medical people to make a correct diagnosis of the patient. this will ensure that the medical people won t repeat treatment already given and continue with the treatment the First Aider has given, if correct. they will then also be warned of further effects that may occur. (2)

8 (MARKING GUIDELINE) -8- NC340(E)(030)V 6.10 Cultural differences which are especially applicable in the tourism industry are People have different eating habits some eat with their hands other with cutlery or only with spoons. The way strangers are greeted-does a women shake hands with a man. What foods they are allowed to eat it varies according to their different beliefs. When is eye contact permissible. Who walks in front of whom when entering a room. (any applicable 2) (2) 6.11 Advantages You can find out from a client himself why he has stopped doing business with your organisation. You can get much more information. Client tend to be more honest when looked in the eye. (any applicable 2) (2) [30] GRAND TOTAL: 150