Team Management

Course Title

TEAM MANAGEMENT

Description

This module provides candidates with extensive knowledge to effectively delegate, manage time, setting clear goals & expectations and resolving conflict in workplaces. This supervision module will benefit students to improve their management skills in supervising others ensuring productivity and team cohesion. It further facilitates the acquisition of essential supervisory skills by increasing students’ levels of thinking from knowledge to understanding and to application.

 

NQF Level

Level  6

Notional Hours

120

NQF Credits

12

Prerequisites

None

Standard Type (Core, fundamental, elective)

Core

Learning Outcomes/Specific Outcomes

Upon completion of the module students will be able to:

 

·   Instil students’ levels of supervisory and knowledge, comprehension and application.

·   Apply motivational theories and virtuous work attitudes within the organisation

·   Demonstrate an understanding of the strategies employed in conflict resolution in workplaces.

·   Provide effective feedback in a partial manner and efficiency.

·   Set concise goals that are SMART.

·   Assess the importance of employee employee’s performance

Course Content

Principles of Supervision

·  Discuss the functions of supervision

·  Critically analyse the development of supervisory skills

·  Distinguish between the successful and less successful supervision

 

Motivation & Work Attitudes

·  Examine popular theories on motivation

·  Critically assess work attitudes and employee morals

 

 

Problem Solving & Decision Making

·  Identify sources of organisational problems

·  Contrast types of organisational problems

·  Demonstrate skill in problem solving processes

·   Analyse the factors affecting decision making

Conflict Resolution

·  Formulate the conflict resolution process

·  Demonstrate skills of seeking help within the team

·  Demonstrate skills of seeking help outside the team

 

Setting Expectations

·  Identify opportunities for improvement and growth

·  Set verbal expectations

·  Translate expectations in writing

 

Setting Goals

·  Understand cascading goals

·  Set S.M.A.R.T. goals

·  Demonstrate knowledge in helping others set goals

 

Providing Feedback

·  Employ characteristics of good feedback

·  Evaluate the importance of feedback

·  Examine feedback delivery tools

·  Compare and contrast Informal and Formal feedback

 

Evaluation of Employees Performance

·     Identify job performance factors

·     explain the appraisal system

·     Conduct appraisal interview

Methods of Facilitating Learning

The module will be facilitated through the following learning activities:

Lectures, practical exercises, group discussions, assignment and tutorials.

 

Assessment Strategies

The module will be assessed using a combination of Continuous Assessment and an end-of-semester examination. Continuous Assessment is made up of the following:

 

Continuous Assessment : 40%

 

·     Tests

·     Assignments/Projects

·     Exercises

·     Quizzes

·     Worksheets

·     Practical  exercises

 

Final Examinations: 60%

Time allocation per question paper: between 2 and 3 hours

 

·      The final examination will test the knowledge, understanding and skills outcomes in any given year on the course content covered.

·      The intention of the examination in its formulation is to avoid predictability and encourage students to prepare for all syllabus outcomes.

·      The level of complexity of a paper/s will be maintained consistently from year to year.

·      The intention of the examinations is to assess the following objectives:

Ø  Knowledge and Understanding

Ø  Application

Ø  Analysis

Ø  Evaluation

·     The examinations may include a range and balance of question types, such as multiple-choice questions, short-answer free response questions, open-ended questions and extended responses including essays. These will be determined by the Department in which the subject resides and with the approval of the Examinations Committee.

 

·     The demands of the examination in terms of the number and length of student responses required, the amount of reading time provided and the complexity of the questions will be appropriate for the time allocated for the examination.

 

 

Quality Assurance Arrangements

Moderation of assessments will be done in accordance with the ITCL’s general rules and guidelines on moderation. In addition, regular programme review, external verification, student and management evaluations will be used.

Prescribed Textbooks and Recommended Learning  Resources

 

1.   Dittmann, M. (2011). Community Based Tourism - Modern Destination Management: in Peripheral Areas, based on the Example of Cape Town, South Africa and its Township. Cape Town: Oxford Press.

 

2.   Evans, D. (20016). Supervisory Management: Principles and Practice. New Zealand; Cengage Publisher.

 

Customer Relationship Management

Course Title

Customer Relationship Management

Description

The purpose of this module is to provide an in-depth knowledge and understanding of the key principles and models of customer relationship management. It envisages the facilitation for better customer interactions and greater comprehension about customers: thus, helps an organisation build competitive advantages.

NQF Level

Level 6

Notional Hours

120

NQF Credits

12

Prerequisites

None

Standard Type (Core, fundamental, elective)

Core

Learning Outcomes/Specific Outcomes

Upon completion of the module students will be able to:

 

·  Discuss the various models and principles relating to Customer Relationship Management (CRM).

·  Apply the use of customer service quality and models of customer expectation.

·  State how a business should go about building a customer database to support customer relationship management initiatives.

·  Understand customer loyalty with reference to repeat purchase behavior, customer retention, customer migration and finally customer lifetime value.

·  Apply the methods implemented in customer relationship management in businesses.

·  Apply the usage of technologies in CRM

 

Course Content

Key Principles of the Customer Service Processes and Strategies

·     Discuss the evolution of CRM and its classifications

·     Identify and explain the principles of customer relationship management

·     Explain the benefits of a customer focused organisation

 

Customer Service Quality and Models of Customer Expectation

·      Identify and explain Customer service gaps (Serviqual)

 

Monitoring and Control of Service Quality

·      Evaluate customer perceptions

·      Demonstrate knowledge of monitoring and controlling service quality

·      Understand the importance of setting service standards

 

Emerging Trends in Customer Relationship Management

·      Identify and explain emerging trends in Customer Relationship Management

·      Identify and explain factors affecting customer relationship management

·      Discuss the role technology usage in CRM

 

Methods of Facilitating Learning

The course will be facilitated through the following learning activities:

 

·     Lectures,

·     practical exercises,

·     group discussions,

·     assignment and tutorials

·     Videos

·     Educational tours

·     Guest Lecturers

 

Assessment Strategies

The course will be assessed using a combination of Continuous Assessment and an end-of-semester examination. Continuous Assessment is made up of the following:

 

Continuous Assessment: 40%

 

·    Tests

·    Assignments/Projects

·    Exercises

·    Quizzes

·    Worksheets

·    Practical exercises

 

Final Examinations: 60%

Time allocation per question paper: between 2 and 3 hours

 

·     The final examination will test the knowledge, understanding and skills outcomes in any given year on the course content covered.

·     The intention of the examination in its formulation is to avoid predictability and encourage students to prepare for all syllabus outcomes.

·     The level of complexity of a paper/s will be maintained consistently from year to year.

·     The intention of the examinations is to assess the following objectives:

 

Ø  Knowledge and Understanding

Ø  Application

Ø  Analysis

Ø  Evaluation

 

 

 

 

·     The examinations may include a range and balance of question types, such as multiple-choice questions, short-answer free response questions, open-ended questions and extended responses including essays. These will be determined by the Department in which the subject resides and with the approval of the Examinations Committee.

 

·     The demands of the examination in terms of the number and length of student responses required, the amount of reading time provided and the complexity of the questions will be appropriate for the time allocated for the examination

 

Quality Assurance Arrangements

Moderation of assessments will be done in accordance with the ITCL’s general rules and guidelines on moderation. In addition, regular programme review, external verification, student and management evaluations will be used.

 

Student Support and Learning  Resources

1.  George, R. (2011). Marketing Tourism in South Africa. Cape Town: Oxford Press.

2.  Timm, Paul R., (2014) Customer service: Career Success through Customer Loyalty (4thEd). London: Prentice Hall.

 

3.  Williams C. & Buswell J. (2013), Interpersonal Skills for Travel & Tourism Service Quality in Leisure & Tourism. Oxford: Longman.