1. Please note that each Project consists of different practicals and that
you have to do each practical to compile the Project. If you do a little
bit every week, you will be able to finish each project in time. For
each Practical, you will be marked and then your Project will be
marked as a whole. There is a list of tasks that you should complete in order
to finish your project. Mark your work accordingly (Practicals, chapters, tests etc).
Everything in Italics is for your information only, do not copy it. Do not copy the
text out of the textbook. Read the information and put it in your own words.
Always do extra research as you will be marked on it. At the end of your practical
or project, write the source down – website address or book name and page.
Project One: SAA:
You are the Manager. You need to train your Training Consultant at SAA in order
to train new staff members. Compile a document where your Training Consultant
can look up what to do and how to deal with the new staff members.
Topic 1: Human relations requirements according to the various Acts
What you will be rated on: Demonstrate knowledge and understanding about new staff in the
workplace
Practical 1:
1. Explain the importance of familiarising new staff with the workplace
2. Explain the importance of checking that new staff understand their responsibilities
3. Explain the difference between introducing new staff to the workplace and inducting new
staff
4. Explain how new staff should be welcomed and familiarised with the site facilities and
introduced to fellow workers
What you will be rated on: Demonstrate the ability to make decisions about lending support to
new staff members
Practical 2:
1. Explain basic work routines and organisational procedures in a specific area of work
including but not limited to basic work routines, location of facilities, responsibilities and
work procedures
2. Explain why new staff must be encouraged to ask questions and seek clarification where
necessary
3. Describe how new staff can be assisted in the initial performance of allocated duties and
activities
What you will be rated on: Demonstrate the ability to recognize shortcomings in the induction
procedure or system and to suggest ways to remedy these
Practical 3:
1. Identify ways to improve the existing induction programme
Topic 3: The impact of cultural knowledge on client care
What you will be rated on: Explain the importance of communication

2. Practical 4:
1. Describe various gestures and forms of non-verbal communication.
2. Explain the role of eye contact in communication
What you will be rated on: Describe steps to prevent or resolve misunderstandings between
visitors and staff
Practical 5:
1. Explain the importance of verbal and non verbal communication when dealing with
tourists
2. Describe the role and functions of colleagues, supervisors and managers
3. Explain the importance of client satisfaction
4. Identify the communication lines within an organisation
5. Describe the role of good communication to prevent misunderstandings
6. Identify the procedure to follow when a misunderstanding between a client and a staff
member occurs
What you will be rated on: Interact with tourists using appropriate verbal and nonverbal
communication at all times
Practical 6:
1. Identify non-verbal communication including but not restricted to eye contact, gestures
and body language, to interact with clients in answering certain questions
2. Identify key words in other languages of frequent visiting tourists that would help to
interact with them.
Topic 3: The impact of cultural knowledge on client care
What you will be rated on: Anticipate and deal with clients’ needs within the context of their
cultures
Practical 7:
1. List possible needs of clients in the context of various cultures
2. Explain how these identified needs could be dealt with.
What you will be rated on: Make suggestions to assist colleagues to deal with cultural
differences
Practical 8:
1. Identify ways to eliminate conflict that occur because of these cultural differences
DUE: 19 March 2010.
Project Two:
BUSINESS PLAN:
You started your own business: Travel Agency. You just opened your doors. You want to make
sure that everything runs smoothly. You know that you have to take care of yourself, your staff
and your clients. Compile a document where you write down all the things you should pay
attention to on a regular basis.
Topic 1: Human relations requirements according to the various Acts
What you will be rated on: Reflect on personal time in order to plan a balanced life style

3. Practical 9:
1. Analyse own activities over a period of time to determine own use of time
2. Determine whether the time spent on the activities is justified in terms of quantity and
quality
3. Identify the most productive time of the day in terms of own lifestyle patterns and habits
4. Identify own stress levels for a specified period
What you will be rated on: Research aspects of a balanced lifestyle and their relationship to
productivity
Practical 10:
1. Explain the concept of a balanced lifestyle with examples
2. Explain the concept of productivity with examples
3. Evaluate the balance of work and personal commitments in own life
4. Describe the impact that these have on each other and on productivity
5. Identify support structures in own life
6. Explain how each serves as a resource
What you will be rated on: Investigate tools and techniques to manage time
Practical 11:
1. Identify tools that can be used to manage time
2. State when it is appropriate to use each
3. List possible contingency plans for 3 different tools
4. Compare these tools and identify the respective advantages and disadvantages of using
them
5. Explain goal setting as a time management technique
6. Describe how achievement of goals can be measured in the short, medium and long term
7. Explain the importance of time management in terms of the integration of tasks, booking,
self time, prioritising tasks and meeting deadlines
8. Identify techniques for dealing with interruptions and unscheduled tasks in order to set
boundaries
9. Identify goals that can be set for the short, medium and long term to achieve a balanced
lifestyle
What you will be rated on: Apply knowledge of time management to enhance own productivity
and lifestyle
Practical 12:
1. Develop an action plan with measurable outputs to meet specific deadlines
2. Identify networks and support structures that can help to achieve personal goals for work
and personal life
3. Explain the importance of the regular review of goals and action plans with examples
Topic 3: The impact of cultural knowledge on client care
What you will be rated on: Make suggestions to assist colleagues to deal with cultural
differences
Practical 13:
1. Identify ways to eliminate conflict that occur because of these cultural differences
What you will be rated on: Demonstrate knowledge and understanding about the importance of
service excellence
Practical 14:
2. Explain the concept of the client as a source of revenue for the business, and therefore
the source of salaries.
3. Explain the impact on the organisation and oneself of losing regular client business
4. Describe possible ways that clients could react to poor service

4. 5. Describe methods to satisfy irate clients and deal correctly with client complaints
6. Identify information that may not be given to the client
7. Explain the reasons for confidentiality
8. Explain why complaints and client feedback is good for the organisation
9. Explain why it is important to anticipate client needs
10. Describe how a client must be greeted in a polite and friendly manner that is suited to the
company policies
DUE: 16 April 2010.
Project Three:
EVENTS:
You are the events manager at an events company called DO IT productions. You are in charge
of safety and security. It is your job to make sure that violent situations are kept under control and
that everybody is safe. The person that you replaced did not do a good job at all. Now your
manager wants a report from you to see whether you know what you are doing. Compile this
report for him. Research previous safety breaches at events and propose solutions. At the end of
your report, give your research in the form of the book name and page number or the website
address.
Topic 2: Health and safety procedures to ensure a safe and secure environment
What you will be rated on: Describe national/provincial and company procedures to maintain a
secure working environment
Practical 15:
1. Describe possible violent situations including but not excluding bomb threats, hijacking,
armed robbery, riots, strike, mass action
2. Identify different areas in a working environment including but not restricted to client
areas, staff areas and storage areas.
3. Identify suspicious items
What you will be rated on: Explain how to maintain a high level of security for staff and clients
Practical 16:
1. Identify measures that can be taken to ensure a high level of security
2. Explain the consequences of having no preventative measures in place
What you will be rated on: Describe security procedures to avoid and or deal with violent
situations
Practical 17
1. Describe the appropriate security measures that must be taken in various violent
situations
2. Explain the procedures that must be followed when taking these security measures.
What you will be rated on:: Explain the importance of securing unauthorised areas from client
access
Practical 18:

5. 1. Explain the importance of securing unauthorised areas from client access
What you will be rated on: Given a violent situation, identify the perpetrators
Practical 19:
1. Identify the perpetrators in various violent situations
2. Describe the correct procedures of reporting these perpetrators
3. Explain the appropriate conduct when encountering perpetrators
What you will be rated on: Following the correct procedures for reporting suspicious items
Practical 20:
1. Describe the correct procedures for reporting suspicious items
What you will be rated on: Demarcate client and staff areas separately and secure against
unauthorised access
Practical 21:
1. Identify areas that must be demarcated
2. Describe measures that can be taken to secure these areas against unauthorised
access, including but not restricted to client areas and staff areas
What you will be rated on: Secure storage areas against unauthorised access and give reasons
for this
Practical 22:
1. Explain the importance for securing storage areas against unauthorised access
2. Identify appropriate ways of securing different storage areas including against
unauthorised access
DUE: 20 August 2010.