Client Service And Human Relations NCV Level 3 — Document

February 2018 — NCV Level 3 — Client Service And Human Relations

NCV Level 3 2018 NCV Hospitality

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Q1— Section header —

1.1Various options are given as pos sible answers to the following questions. Choose the answer and write only the letter (A D\ next to the question number (1.1.1

1.1.10\in the ANSWER BOOK.

1.1.1A system of government where the people of the country elect who they want to be their le ader and decide how they want to live Democracy

1.1.2Citizens of one country who live in a foreign country are known residents. aliens. occupants. land lords.

1.1.3 Values in the South African racism and sexism. equality and human dignity.

1.1.4Supremacy of the is of a high quality. is only applicable to the youth.

1.1.5Every adult citizen has the right to ... vote in elections for any legislative body established in te rms of the constitutions. make people brutal by frequent exposure to violence.

1.1.6Language spoken by Kenyans Swahili Nihon go

1.1.7A m worship. Hindus Jew

1.1.8When Spanish people greet, they say: Guten ag Hola

1.1.9Which one of the following is consid ered a staff only area?

1.1.10The acronym SMART stands for: Special Measurable Action plan Reliable Time

1.2Choose a/an item/word from COLUMN B that ma tches a description in COLUMN A. Write only the letter (A L\next to the question number (1.2.1 1. .10\the ANSWER BOOK.

1.2.10Effective time management tool Introduction to work station or training about the job A backup plan one could use if so mething goes wrong with

1.3Indicate whether the following statements are TRUE or FALSE. Choose the answer and write only true or false

1.3.10\the ANSWER BOOK.

1.3.1Movements with your hands and body als form part of communication.

1.3.2A person culture is the way in which he/she do es things in his/her

1.3.3A country s population groups are the different ethnic groups that make up the people in the country. (11011023\ NC470

1.3.4The currency i hina is called a s hilling.

1.3.5Cultural differences often result in misunderstandings and conflicts.

1.3.6Halaal is food that Jewish people may eat.

1.3.7In Japan a smile is not always a sign of happiness.

1.3.8Swati and Tsonga are Nguni groups.

1.3.9Animal husbandry refers to farming animals.

1.3.10

1.4Give ONE word/term for each of the following descriptions by choosing a word/term from the list below. Write only the word/term next to the question number (1.4.1

1.4.15\in the ANSWER BOOK hobela ; bribery; hostage situation; sexual harassment; riots; bomb hreats; unauthoris ed access; confidential information; hijacking; armed robbery; incapacity; kosher; chapatti; moral values;

1.4.1People armed with guns enter a building and demand goods or money

1.4.2Traditional cottish garment in tartan check wo n by men

1.4.3Forcefully touching a woman s body in such a way that she becomes uncomfortabl

1.4.4Accepting some kind of rew ard, such as money in exchange for a favour

1.4.5A perpetrator gain access to a building and keep a number of people captive

1.4.6A suspicious item in a very suspicious area

1.4.8Information that may not be shared with anyone .4.9 Rain Queen in Limpopo

4.10When one is unable to work due to medical condition/ conditions

1.4.11Food permitted for Jewish people

1.4.12Fri ed bread eaten by Indian people (11011023\ NC470 (E\ (F26\V

1.4.13It means Hello in Sepedi

1.4.14A set o f basic rules and decent, beneficia habits people should live by

1.4.1545

Q2— Section header —

2.1Read the following case study and answer the questions. Maite wo rks as a receptionist at Mphephu H otel in Limpopo. The hotel is usually very busy during Easter and

2.1.1Identify FOUR mistakes Maite made. (4\

2.1.2Describe SEVEN methods Mait e could have used to satisfy and correctly deal with the irate client. (7\

2.1.3Explain to Maite how complaints and clients feedb ack can be used positively for the organisation. (2\

2.1.4Describe how Maite should have greet ed the client in a polite and friendly manner according to company polic

2.1.5When should Maite refer client s complaints to the appropria te staff member? (4

2.1.6Explain to Maite what the effect on staff and business will be of losing regular clients. (5\ (11011023\

2.2Explain the following types of rights:

2.2.1Legal rights

2.2.2Moral rights

2.2.330

3.1Read the scenario below and answer the questions. Leeto just got a job as a receptionist at the Blue Moon City Lodge in Sandton in December. Blue oon is a very busy lodge especially

3.1.1(a\ Do you think Leeto was welcomed properly? (1\ (b\ Motivate your answer. (3\

3.1.2Explain the importance of familiari ing new staff with the work place. (4\

3.1.3Explain to the front office manager the importance of checking that new staff ember understands his/her responsibilities. (4\

3.2Identify THREE general security measures you will put in place in a business to avoid unauthori ed access. (3\

3.3Identify ONE support structure that will be useful for a newly appointed juni or receptionist at a game lodge. (1\

3.4Explain the purpose of the following Acts:

3.4.1Basic Conditions of Employment Act

3.4.2Employment Equity Act

3.4.3Labour Relations Act

3.4.4Skills Development Act

3.4.5

3.5A c lient is a source of revenue for the business and therefore the source of salaries. In order to maintain or increase revenue, suggest FOUR ways in which you can try to maintain good reputation. (4\

3.6Sou th Africa is regarded as a rainbow nation.

3.6.1Identify THREE reasons why South Africa is regarded as a rainbow nation. (3\

3.6.2Explain the meaning of cultural diversity. (2\

3.6.3Identify FIVE languages spoken by South African in L impopo. (5\ [40]40

Q4— Section header —

4.1List FIVE gestures and forms of body language (except eye contact\that can be used during non verbal communic ation. (5\

4.2Eye contact is interpreted different ly in different cultures. The way in which African cultures interpret eye contact differ from the way

4.3List the problems that may arise from cultural differences. (6\

4.4Name SIX neighbouring countries of South Africa. (6\ (11 011023\ 10 NC470 (E\

4.5Whi ch population group dominates in the following provinces?

4.5.1Mpumalanga

4.5.2Kwa Zulu Natal

4.5.3North West

4.5.4Eastern Cape

4.5.530

Q5— Section header —

5.1Recommend FIVE tools you can use to m anage your time effectively. List the advantages and disadvantages for each tool. Tabulate your answer as follows: TIME MANAGEMENT TOOL

5.2List FIVE safety tips for tourists when travelling around outh Africa (5\

5.3Why it is not advisable to pick up suspicious items? (3\

5.4What is balanced life style (2\

5.5Client satisfaction is regarded as vital in the tourism and hospitality industry. Identify FIVE ways in which you can improve customer satisfaction in our

5.6Misunderstanding occurs when message is not correctly interpreted. List FIVE reasons why some messages are not correctly interpreted.

Topics Identified

Forms of OwnershipLeadership

Mark Allocation

Sections45 + 30 + 40 + 30 + 35 = 180 marks

Paper information

TitleDocument

SubjectClient Service And Human Relations

LevelNCV Level 3

Document typeQuestion paper

Year2018

MonthFebruary

Pages10

Downloads3

Examination context

Decade2010s

Years ago8y

SeasonSummer (SH)

Start dayThursday

Exam periodFebruary 2018

Days since exam3,176

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