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CLIENT SERVICES AND HUMAN RELATIONS NQF LEVEL 2

SUPPLEMENTARY EXAMINATION 2010

(11011022)

19 February (Y-Paper) 13:00 – 16:00

This question paper consists of 11 pages and a 2-page answer sheet.

NATIONAL CERTIFICATE (VOCATIONAL)

(11011022) -2- NC330(E)(F19)V


TIME: 3 HOURS

MARKS: 200

________________________________________________________________________ INSTRUCTIONS AND INFORMATION 1. 2. 3. 4. 5.

SECTION A is compulsory. This section must be answered on the ANSWER SHEET provided. SECTION B: Answer ALL the questions. Read ALL the questions carefully. Number the answers according to the numbering system used in this question paper. Write neatly and legibly.

(11011022) -3- NC330(E)(F19)V


SECTION A QUESTION 1 1.1 Various options are given as possible answers to the following questions.

Choose the answer and write only the letter (A – D) next to the question number (1.1.1 – 1.1.15) on the attached ANSWER SHEET.

1.1.1 A code of generally acceptable behaviour in a business

environment:

A

B C D

Value Act Employment Equity Act Business etiquette Health and Safety Act

(1)

1.1.2 An example of disregard for business etiquette: A

B C D

Abuse and inappropriate touching Respect and abuse Respect and cooperation Abuse and cooperation

(1)

1.1.3 An example of a cognitive disability is … A

B C D

deafness. attention deficit disorder. an amputee. blindness.

(1)

1.1.4 A challenge that affects physically disabled employees in a

workplace is ...

A

B C D

access to the building. caring staff members. supportive management. supportive family.

(1)

1.1.5 A blind employee can be accommodated by … A

B C D

incorporating Braille in the workplace. having wheelchair facilities. using pictures to explain their duties. giving them hand written manuals.

(1)

1.1.6 Which of the following does NOT form part of what an employee

should consider when greeting clients?

A

B C D

Physical appearance Physical gestures Hugging Body language

(1)

(11011022) -4- NC330(E)(F19)V


1.1.7 A Kramat is a Muslim … A

B C D

church. holy grave. restaurant. religion.

(1)

1.1.8 The Kruger National Park is located in the… province. A

B C D

Gauteng North West Mpumalanga Limpopo

(1)

1.1.9 French people traditionally greet by …

A

B C D

one peck on each cheek. bowing. folding hands. a handshake.

(1)

1.1.10 To prevent injuries in a workplace, one should carry heavy bags … A

B C D

by hand. on the head. on a trolley. with the arms.

(1)

1.1.11 Which of the following is NOT an intangible service? A

B C D

Friendliness Goodwill Food A caring attitude

(1)

1.1.12 A water extinguisher is suitable to extinguish a … fire. A

B C D

paper fat electrical oil

(1)

1.1.13 The Tobacco Production Control Amendment Act states that

smokers must …

A

B C D

smoke in restricted areas. smoke in public. not smoke at all. None of the above-mentioned.

(1)

(11011022) -5- NC330(E)(F19)V


1.1.14 Which of the following concerning health and safety issues is NOT

the responsibility of the employee?

A

B C D

Taking care of personal safety Preventing harm to other persons Giving information to the labour inspector Setting out precautionary measures

(1)

1.1.15 Which of the following is an example of physical hazards? A

B C D

Incorrectly lifting heavy loads Faulty electrical equipment Chemical fumes Gas

(1)

1.2 Indicate whether the following statements are TRUE or FALSE. Write only

'true' or 'false' next to the question number (1.2.1 – 1.2.15) on the attached ANSWER SHEET.

1.2.1

1.2.2 1.2.3 1.2.4 1.2.5

First impressions can be created by the employee’s personal appearance. Punctuality has an impact on service delivery. Colleagues should be informed about their daily work activities to avoid conflicts and related problems in the workplace. Employees should not inform the supervisor about the shortage of facilities for clients. Personal progress concerning objectives should be measured frequently.

(1)

(1)

(1)

(1)

(1) 1.2.6

1.2.7 1.2.8 1.2.9 1.2.10 1.2.11

Employees' gestures should be abrupt and unresponsive when communicating with clients. Employees should wear safety clothes in the workplace to prevent injuries. The Xhosa culture is the same as the European culture. A customer’s complaint should be dealt with five days after it has been reported. Employees must be trained to handle a client’s luggage correctly. New equipment should be inspected for any hazards according to the Occupational Health and Safety Act.

(1)

(1)

(1)

(1)

(1)

(1)

(11011022) -6- NC330(E)(F19)V


1.2.12

1.2.13 1.2.14 1.2.15

When handling luggage, stacking and packing is not part of the regulation regarding its handling. Bomb threats are not regarded as hazards. According to the Occupational Health and Safety Act, luggage can be left unattended at the emergency escape door. To prevent accidents and damage to room facilities it is important to demonstrate those facilities to the guests when showing them their room.

(1)

(1)

(1)

(1) 1.3 Choose the word from the list that best matches the descriptions given below.

Write only the correct word next to the question number (1.3.1 – 1.3.10) on the attached ANSWER SHEET.

induction; porter; medical certificate; conditions of employment; flora; fauna; values; feedback; ethical diversity; valet

1.3.1

1.3.2 1.3.3 1.3.4 1.3.5 1.3.6

Acknowledgment of the original message sent by the sender to the receiver The wild animals of a certain country or region An employee who looks after a client's possessions Process of assisting a new employee to settle into a job A form attached as a supporting document to a leave form, when an employee is absent due to illness An employee who assists clients with their luggage to and from their motor cars

(1)

(1)

(1)

(1)

(1)

(1) 1.3.7

1.3.8 1.3.9 1.3.10

This should be the same for disabled employees as for any other employee. Different opinions and ways of doing things based on culture, religion, sex and age. The wild plants of a certain country or region. This shapes and guides people’s behaviour.

(1)

(1)

(1)

(1)

(11011022) -7- NC330(E)(F19)V


1.4 Choose a word from COLUMN B to matches a description in COLUMN A.

Write only the letter (A – J) next to the question number (1.4.1 – 1.4.10) on the attached ANSWER SHEET.

COLUMN A COLUMN B

1.4.1 1.4.2 1.4.3 1.4.4 1.4.5 1.4.6 1.4.7 1.4.8 1.4.9 1.4.10

Identifying a person’s strength, weakness, opportunities and threats Large organisations that have a number of different departments Assistance given to customers in the company Ranking goals in order of importance Moving certain body parts while in conversation with someone Taking advantage of employees A preconceived opinion that is not based on reasons Diagram indicating the company’s departments and personnel and indicating the ranks A goal or aim to be achieved Unfair treatment

A

B

C

D

E

F

G

H I J

organogram gestures SWOT analysis prejudice discrimination service objective exploitation macro-organisations prioritise

(10 × 1) (10)

TOTAL SECTION A: 50

(11011022) -8- NC330(E)(F19)V


SECTION B

QUESTION 2 Read the case study below and answer the questions that follow:

Every employee needs to pay attention to personal hygiene and take pride in his/her appearance. People get hot and sweaty while at work, resulting in bad body odours. This bad odour is not only uncomfortable for the individual, but also offensive to the colleagues and customers.

2.1 2.2 2.3 2.4 2.5

Define personal hygiene. (1 × 2) Suggest TWO points that an employee should consider when wearing a uniform. (2 × 1) Explain the term contagious disease. Name THREE illnesses that are contagious. (3 × 1) List FIVE situations, other than illness, that would prevent an employee from attending work. (5 × 1)

(2) (2) (1) (3) (5)

Read the extract below and answer the questions that follow:

Mr Reef booked the conference facilities for a business meeting at Zebra Lodge. Part of his request was to use the overhead projector. On the day of the meeting he was given an overhead projector that was not in good working condition.

2.6 2.7 2.8 2.9

Explain why it is important for the employee to know the products that are offered by an establishment. State the effect of good product knowledge on client service. The overhead projector was not in good working condition. Discuss how the employee could have prevented this situation. (3 × 2) Discuss FOUR benefits of an induction programme. (4 × 2)

(2) (2) (6) (8)

(11011022) -9- NC330(E)(F19)V


2.10

List FIVE types of personal information that should not be disclosed without the client's approval. (5 × 1)

(5)

2.11 Identify the departments at the lodge that will be responsible for the following

duties:

2.11.1

2.11.2 2.11.3 2.11.4 2.11.5

Dealing with enquiries Product promotion Dealing with aspects of remuneration/salaries Dealing with payments made or received by the company Maintaining a constant level of quality in products/service

(1) (1) (1) (1) (1)

2.12 2.13

Suggest THREE ways in which an employer can communicate the changes in the company policies to the employees. (3 × 1) Describe SIX kinds of behaviour that are considered to be sexual harassment in the workplace. (6 × 1)

(3) (6) [50]

QUESTION 3 3.1 3.2

Define the term cerebral palsy. Describe FIVE possible causes of cerebral palsy. (5 × 1)

(2) (5)

3.3 3.4 3.5 3.6 3.7

Name FOUR types of disabilities. (4 × 1) Discuss how the job application process can be changed to accommodate a person with an intellectual disability. (5× 1) Discuss FIVE guidelines that one has to consider when dealing with a disabled colleague. (5 × 2) Explain the purpose of the Employment Equity Act? (2 × 2) Disabled employees are entitled to skills development training. Discuss THREE points to keep in mind when training a disabled employee. (3 × 2)

(4) (5) (10) (4) (6)

3.8

Mr More arrives at the hotel while the cleaners are busy mopping the floors in the reception area. He does not realize that the floor is wet, and walks towards the receptionist. On his way he slips, falls and hurts his back.

Provide details of/Explain how you would handle the situation. (3 × 2) (6)

(11011022) -10- NC330(E)(F19)V


3.9 3.10

You work as a waitron in a restaurant. Explain how you would assist a customer who is wheelchair-bound. (2 × 2) A customer complains about a television set that is not working in his room. Recommend FIVE steps to follow in resolving the customer’s complaints.

(4) (5) [50]

QUESTION 4 Study the illustration below and answer the questions that follow: SOURCE: FET FIRST

4.1 4.2 4.3 4.4 4.5 4.6 4.7

Define the term hazard. Differentiate between behavioural hazards and chemical hazards. (2 × 2) Give THREE examples of potential fire hazards in the hospitality industry. (3 × 1) Fire can spread easily in the presence of air, heat and fuel. Name THREE different types of fire fighting equipment that could be used to extinguish a fire. (3 × 1) Provide a tourist with FOUR safety awareness tips to adhere to when visiting a holiday destination. (2 × 2) Give TWO reasons why safety training for employees can make the workplace safer. (2 × 2) Discuss the correct procedures for carrying heavy boxes without straining or injuring one’s self, in a case where a trolley is not available.

(2) (4) (3) (3) (4) (4) (6)

(11011022) -11- NC330(E)(F19)V


4.8 Indicate whether the tourist attractions below are cultural, historical, religious

or natural sites:

4.8.1

4.8.2 4.8.3 4.8.4 4.8.5

Hector Peterson Museum Mosques Apartheid Museum Lesedi African Lodge Table Mountain

(1) (1) (1) (1) (1)

4.8.6

4.8.7 4.8.8

Kramats KwaZulu-Natal beaches Basotho Cultural Village

(1) (1) (1)

4.9 4.10 4.11

Robben Island is one of the attraction sites that draws tourists to the Western Cape. Why is this island such a popular tourist attraction? (2 × 2) Give TWO reasons for the importance of greeting clients by their names. (2 x 2) Explain the advantages for a community to have a positive attitude towards tourists visiting their area. (4 × 2)

(4) (4) (8) [50]

TOTAL SECTION B: 150

GRAND TOTAL: 200

(11011022) -12- NC330(E)(F19)V


ANSWER SHEET EXAMINATION NUMBER:

QUESTION 1

1.1.1 ____________________________

1.1.2 ____________________________

1.1.3 ____________________________

1.1.4 ____________________________

1.1.5 ____________________________

1.1.6 ____________________________

1.1.7 ____________________________

1.1.8 ____________________________

1.1.9 ____________________________

1.1.10 ____________________________

1.1.11 ____________________________

1.1.12 ____________________________

1.1.13 ____________________________

1.1.14 ____________________________

1.1.15 ____________________________ (15 × 1) (15)

1.2.1 ____________________________

1.2.2 ____________________________

1.2.3 ____________________________

1.2.4 ____________________________

1.2.5 ____________________________

1.2.6 ____________________________

1.2.7 ____________________________

1.2.8 ____________________________

1.2.9 ____________________________

1.2.10 ____________________________

1.2.11 ____________________________

(11011022) -13- NC330(E)(F19)V


ANSWER SHEET EXAMINATION NUMBER:

QUESTION 1 (continued)

1.2.12 ____________________________

1.2.13 ____________________________

1.2.14 ____________________________

1.2.15 ____________________________ (15 × 1) (15)

1.3.1 ______________________________

1.3.2 ______________________________

1.3.3 ______________________________

1.3.4 ______________________________

1.3.5 ______________________________

1.3.6 ______________________________

1.3.7 ______________________________

1.3.8 ______________________________

1.3.9 ______________________________

1.3.10 ______________________________ (10 × 1) (10)

1.4.1 ______________________________

1.4.2 ______________________________

1.4.3 ______________________________

1.4.4 ______________________________

1.4.5 ______________________________

1.4.6 ______________________________

1.4.7 ______________________________

1.4.8 ______________________________

1.4.9 ______________________________

1.4.10 ______________________________ (10 × 1) (10)

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