SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Communicate verbally with clients in a financial environment 
SAQA US ID UNIT STANDARD TITLE
9303  Communicate verbally with clients in a financial 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 3  NQF Level 03  3 
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 is intended for people who attend to client queries either face to face or telephonically. It reinforces the listening, speaking and recording skills necessary to communicate with clients in a Financial Services environment.

The qualifying learner is capable of
  • Listening for information in a verbal communication.
  • Using plain language in verbal communication.
  • Capturing information from a verbal communication
  • Providing information in response to a verbal communication. 
    		•

    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 and Mathematical Literacy at level 2. 

    UNIT STANDARD RANGE 
    The typical scope of this unit standard is:

    Barriers to effective communication could include pronunciation, enunciation, dialect, slang and jargon. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Listen for information in a verbal communication. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The emotional state of the caller/client is gauged from tone, pitch, pace and volume of voice. 

    ASSESSMENT CRITERION 2 
    2. Body language is observed to support the interpretation of the client's vocal indicators in face to face interactions. 

    ASSESSMENT CRITERION 3 
    3. Own tone, pitch, pace and volume are adjusted to empathise with the client's emotional state. 

    ASSESSMENT CRITERION 4 
    4. The main idea is extracted from the client's verbal communication and an assessment is made of the client's needs. 

    ASSESSMENT CRITERION 5 
    5. Questions are asked to elicit supporting details and clarify understanding of the need. 

    SPECIFIC OUTCOME 2 
    Use clear plain language in a verbal communication. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Technical language is used appropriately and explained in own words where necessary. 

    ASSESSMENT CRITERION 2 
    2. Verbal mannerisms, jargon and slang are identified and assessed in terms of their contribution to a business interaction. 

    ASSESSMENT CRITERION 3 
    3. Variation in tone, pitch, volume and pace are used to enhance meaning and to respond appropriately to the client in different circumstances. 

    ASSESSMENT CRITERION 4 
    4. Barriers to effective communication in the business environment are identified in order to facilitate communication with clients. 

    SPECIFIC OUTCOME 3 
    Provide information in response to a client's request. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Appropriate information is clarified in plain language. 

    ASSESSMENT CRITERION 2 
    2. The client's interpretation of the information is checked using open ended questions. 

    ASSESSMENT CRITERION 3 
    3. A range of relevant options is described and explained to the client in order to agree on a plan of action. 

    ASSESSMENT CRITERION 4 
    4. Consensus is reached on the most viable option to resolve the query or request. 

    ASSESSMENT CRITERION 5 
    5. The proper procedure to be followed is outlined clearly including action steps, responsibilities and deadlines. 

    SPECIFIC OUTCOME 4 
    Capture information from a verbal communication. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The main idea and supporting details of the communication are recorded in rough notes to facilitate recall. 

    ASSESSMENT CRITERION 2 
    2. Accurate file notes are recorded on the system or manually as required to form a comprehensive record of the interaction. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    This unit standard will be internally assessed by the provider and moderated by a moderator registered by INSQA or a relevant accredited ETQA. The mechanisms and requirements for moderation are contained in the document obtainable from INSQA: INSQA framework for assessment and moderation. 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in which responses show that responsible decisions using critical and creative thinking have been made in responding to client requests and queries. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, organise and critically evaluate information by listening to and assessing the client`s emotional state and needs. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively verbally in responding to a client`s query in plain language.
    Communicate in writing by recording the interaction on the system to create a comprehensive record. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Be culturally and aesthetically sensitive across a range of social contexts in assessing the client`s emotional state and responding accordingly. 

    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  49056   National Certificate: Domestic Appliance Repair  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  EWSETA 
    Fundamental  49089   National Certificate: Financial Services  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  INSETA 
    Fundamental  48494   National Certificate: Financial Services Management  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2012-06-30  INSETA 
    Fundamental  23154   National Certificate: Grain Handling Processes  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  AgriSETA 
    Fundamental  20177   National Certificate: Insurance  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered"     		 2004-10-10  Was INSETA until Last Date for Achievement 
    Fundamental  57899   National Certificate: Printing and Manufacture of Packaging  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2015-06-30  FPMSETA 
    Fundamental  48764   National Certificate: Wholesale and Retail Sales Practice  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2008-10-22  Was W&RSETA until Last Date for Achievement 
    Fundamental  48854   Further Education and Training Certificate: Fundraising  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  SERVICES 
    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  57898   Further Education and Training Certificate: Printing and Manufacture of Packaging  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2015-06-30  FPMSETA 
    Fundamental  20638   National Certificate: Collective Investment Schemes  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered"     		 2004-12-05  INSETA 
    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  20639   National Certificate: Healthcare Benefits Administration: Claims Assessing  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered"     		 2004-12-05  INSETA 
    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  20774   National Certificate: Insurance: Long Term: Risk Assessment  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered"     		 2004-12-05  Was INSETA until Last Date for Achievement 
    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  49396   National Certificate: Wholesale and Retail Credit Control  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2008-10-22  Was W&RSETA until Last Date for Achievement 
    Fundamental  49397   National Certificate: Wholesale and Retail Operations Supervision  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  48783   National Certificate: Financial Services  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  INSETA 
    Elective  58308   National Certificate: Informal Small Business Practice  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  83946   National Certificate: Management  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-07-30  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  49356   Further Education and Training Certificate: Medical Claims Assessing  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  20773   National Certificate: Long Term Insurance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered"     		 2004-12-05  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. ARANDA LEARNERSHIP COLLEGE PTY LTD 
    2. Careers IT 
    3. Deloitte 
    4. Epitome Villa (Pty)Ltd 
    5. Futurekids SA (Fochville) 
    6. Gemini Training And Development Pty Ltd 
    7. Information Technology Resource Centre 
    8. Mbimbini Training and Community Development 
    9. MBOWA COLLEGE PTY LTD 
    10. NCC - Vereeniging 
    11. Nolwazi Stem Education for The 
    12. NWK Beperk 
    13. On the Ball College Pty ltd 
    14. Pretoria Technical College 
    15. Richfield Graduate Institute of Technology Pty Ltd 
    16. Rostec Technical FET College (Pty) Ltd 
    17. Suidwes Beleggings Eiendoms Beperk 
    18. VKB LANDBOU (PTY) LTD 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.