A call taker is the first point of contact in the emergency service system and thus the interface between the caller and ambulance dispatch. Misunderstandings in an emergency call have implications for the survival of patients. Using an applied conversation analytic approach this study examined participants’ use of conversational repair as an interactional strategy. Data included 101 calls from a South African emergency medical services call centre. The data set was comprised of two distinct subsets, namely: the 107 and public corpora. The 107 corpus (53 calls) contained calls from a general emergency call centre. The 107 caller thus served as a mediating party on behalf of the public caller. The public corpus (48 calls) comprised calls received directly from members of the public. The data subsets afforded a unique opportunity to analyse ways in which participants to an emergency call manage asymmetries of knowledge. Differential patterns of the type and purpose of repair were tracked across both data sets and similarities and differences were explored. Both data sets showed that participants’ choice of interactional strategies was customized based on an ongoing assessment of knowledge asymmetries. However, whilst knowledge asymmetries posed some constraints an overriding interactional constraint, inherent within the institutional nature of the emergency call, was a rigid adherence to routinized protocols. The call taker’s dilemma was thus identified as the management of these constraints through the frequent use of conversational repair. Although a level of responsiveness is required to glean quality information from callers, high volumes of emergency calls would not be possible without routinized protocols. However, increased orientation to routinized protocols led to a decreased orientation to responsiveness. This research therefore showed that knowledge symmetry is not necessarily more advantageous but that successful call trajectory is reliant on the call taker’s ability to maximize the collaborative nature of the interaction and effectively negotiate through the judicious use of repair and other relevant interactional strategies. This has important implications for call taker training.

This is a qualitative, comparative study of management and learner perceptions of ABET English level 4 in a range of companies around Durban. South Africa's past is characterized by separate and unequal education and an ABET policy has been created in an attempt to address these educational inequalities. The legislation surrounding ABET creates a consistent approach intended to achieve economic growth and social transformation. During a long period of involvement in ABET, it appeared that the problems with and complaints about English level 4 were the same in all companies. In order to investigate and compare learner and management perceptions and expectations, a qualitative study was conducted with interviews being the main means of data collection. Twenty-seven learners and ten managers participated in the research with education levels ranging from Standard 5 to a post matric qualification. The interviewees were drawn from employees within the manufacturing, shipping, commercial and hospitality sectors. It was found that the expectations of managers and those of learners are often unrealistic and are not aligned and there is disillusionment when these expectations are not met. There is a complete lack of understanding as to the nature of English level 4 and I ascribe this to the perennial problem of the perceived value of soft skills in this profit driven business and production environment. Recommendations are made as to how the expectations surrounding English level 4 can be more realistic and how the situation can be improved. / Thesis (M.Ed.) - University of Natal, Durban, 2002.

This is a qualitative case study which encompasses a thick description of an organization's workplace training programme and how it relates to the National Qualifications Framework and Skills Development. The organization in question is Imana Foods (Pty) Ltd. The purpose of conducting this particular study is to take a close look at the workplace training programme of a particular organization and to see how it has embraced the implementation of new legislative acts such as the South African Qualifications Authority Act, the Skills Development Act, the Skills Development Levies Act, and the Employment Equity Act into its education and training policy . These legislative acts are interrelated in the sense that they have one very significant common goal, and that is to improve the South African economy. By implementing these acts, the government hopes to increase the amount of skilled labour, which in turn should lead to better job opportunities for those employees who already have jobs, and also to promote education and training to those people who are unemployed. The government hopes to keep a watchful eye on the labour market with the intention of providing training in the areas where there is a shortage of skills. My intention for wanting to examine the workplace training programme of a single organization is to determine whether or not the training programme under study is serving its purpose which is to provide equal opportunity for all the employees within the organization. / Thesis (M.Ed.)-University of Natal, Durban, 2002.

Experiential learning is an integral part of most programs offered at the M.L.Sultan Technikon because of the technical nature of the programs. This study focuses on learning from experience when students from the technikon are placed in work-based settings. It considers how successful workplace experience are from the perspective of staff involved with the Dental Assisting program, students registered for the program that are placed for in-service learning and employers that are involved with these placements, in the light of student learning. With transformation and restructuring within the present higher education system, currently more emphasis is being placed on experiential learning at both universities and technikons. The primary objectives of this study therefore were: (1) to examine the link between education, work and personal development, (2) to document experiences which students lived through during their placements (3) to evaluate how successful workplacements were from the perspective of staff, students and employers in the Dental Assisting program. Two models of experiential learning, Kolb's Model (1984) as a learning cycle and Boud and Walker's model (1991 ) provided a framework for examining and strengthening the critical linkages among institution, the learner and the workplace supervisor. The study looks at student preparation before the placement; it considered thoroughly the environment in which students found themselves; the difficulties students faced in the workplace and reflection during and after the event. The study provides a holistic integrative perspective on learning and the total educational experience of students. A small sample was selected to afford the opportunity of assessing a lot of information through interviews. Data was analysed by identifying patterns of responses or embedded themes from the interviews. As a qualitative and ethnographic research project the results and recommendations made from the analysis can be utilised to improve my practice. Although student placements were successful in terms of their learning, there needs to be adequate pre-placement preparation for both students and employers in order to enhance the success of the placement. There is also a need to encourage students to reflect on their experience in order to make their learning more meaningful. / Thesis (M.Ed.) - University of Natal, Durban, 2000

My venture into the field of ABET (Adult Basic Education and Training) began in 1994 as a community based tutor and coordinator of ABET programs. In the past six years, setting up and co-ordinating ABET programs together with individuals and organisations, has been my main endeavour. This experience has led me to the realisation that the key to successful literacy programmes is attendance and the motivation of learners. Since I have not had much experience working within industry, my impressions and picture of ABET classes conducted at the workplace have always been vague, so I chose this area of focus for two reasons. Firstly, this would widen my knowledge in workplace literacy programmes by reading widely on the topic, and secondly, it would afford me the opportunity to meet and find out attitudes from learners themselves. I would be able to find out and see personally what is actually taking place at the floor level in ABET classes in this sector. Since ABET classes are offered to learners at the workplace, I wanted to know about their aspirations and gain first hand knowledge of their motivation to attend, more so because of the current focus on the promotion of literacy in commerce and industry. Thus, this study aims to find out whether workers are motivated to attend ABET classes in the workplace. The place where I conducted my research is the Beacon Sweet and Chocolate factory in the Mobeni Industrial area of Durban, Kwa Zulu Natal. / Thesis (M.Ed.) - University of Natal, Durban, 2000.

Thesis (MComm)--Stellenbosch University, 2013. / ENGLISH ABSTRACT: Learnership programs are implemented in different industries as development interventions to contribute to the skills development and, after successful completion, ultimately contribute toward the alleviation of poverty. Insight into the factors that influence learnership performance will provide direction in terms of optimising learnership performance. The purpose of the research study was to create an understanding of the factors that influence learnership performance, with a focus on intention as a key variable. The literature review culminated in the development of the partial model of learnership performance (PMLP). Due to the complexity of the model and the sample size of 95 learners, the decision was made to split the model and to test it as two separate models. The first focused on antecedents of learnership performance including age, gender, previous work experience, previous learning experience, intention and environmental constraints. The second included the variables underlying intention namely behavioural beliefs, normative beliefs, control beliefs, attitudes, subjective norms and perceived behavioural control. A questionnaire was developed for the specific purpose of the study. A mixed method methodology (including both qualitative and quantitative data gathering methods) were employed that included individual interviews, a pilot study of the questionnaire and the administration of the final questionnaire. Data was subjected to various statistical analysis including descriptive statistics and correlation analysis. Mediating relationships were calculated by means of the Sobel test. Previous learning experience as well as intention correlated positively with learnership performance. Although the sample included more male participants, women achieved higher levels of learnership performance. Significant relationships were found between intention and the hypothesised direct variables including attitudes, subjective norms and perceived behavioural control. Behavioural beliefs and normative beliefs showed significant indirect relationship to intention. It was expected that environmental constraints would have a negative moderating impact on the relationship between intention and learnership performance; however the research results did not corroborate this hypothesis. The relationship between intention and learnership performance was strong in cases where learners experience challenging environmental factors, whereas no significant relationship between intention and learnership performance was found in the absence of environmental constraints. Recommendations were made regarding an intervention to enhance learners’ intentions. Two approaches were recommended to optimise learnership performance, namely journaling activities and interactive workshops. These approaches aim to guide learners through the identification of obstacles that could inhibit their success in the learnership program. By consciously choosing to overcome these obstacles, learners develop an internal sense of empowerment which will enable them to take a step towards breaking the cycle of poverty. / AFRIKAANSE OPSOMMING: Leerlingskap programme word in verskillende industrieë geïmplementeer en vorm deel van ontwikkelingsintervensies wat bydra tot vaardigheidsontwikkeling, en met die voltooing van leerlingskappe, ten einde armoede te bestry. Insig aangaande die faktore wat leerlingskapprestasie beinvloed sal daarom as ‘n basis dien vir die optimalisering van leerlingskapprestasie. Die doel van die navorsingstudie was om insig te bekom rakende die faktore onderliggend aan leerlingskapprestasie, met ‘n fokus op intensie as ‘n kritieke veranderlike in hierdie opsig. Die literatuur oorsig het gelei tot die ontwikkeling van die gedeeltelike model van leerlingskapprestasie-voorspelling. As gevolg van die steekproef van 95 leerders is die besluit geneem om die model van leerlingskapprestasie-voorspelling in twee modelle te verdeel. Die een model het faktore onderliggend aan leerlingskapprestasie ingesluit terwyl die ander model faktore ingesluit het wat betrekking het tot die intensie om in ‘n leerlingskap te presteer. ‘n Vraelys was ontwikkel vir die spesifieke doeleindes van die studie. ‘n Kombinasie van byde kwalitatiewe en kwantitatiewe data insamelingstegnieke is toegepas wat individuele onderhoude, ‘n loodsstudie - en ‘n finale studie van die vraelys ingesluit het. Verskeie data analise metodes is toegepas naamlik betroubaarheids analise, beskrywende statistiese analise en korrelasie analise. Bemiddelende verhoudings is met behulp van die Sobel toets verwerk. Vorige leerervaring sowel as intensie het positiewe korrelasies getoon in terme van leerlingskapprestasie. Alhoewel die steekproef meer mans as vroue ingesluit het, het vroue beter leerlingskapprestasie as mans getoon. Beduidende verhoudings is opgemerk tussen intensie in die drie veronderstelde direkte veranderlikes naamlik houdings, subjektiewe norme en waarneembare gedragsbeheer. Gedragsoortuigings sowel as normatiewe oortuigings het albei beduidende indirekte verhoudings getoon in terme van intensie. Die veronderstelling was dat omgewingsbeperkings ‘n negatiewe impak sou hê op die verhouding tussen intensie en leerlingskapprestasie, maar die navorsing resultate het ‘n interessante bevinding getoon. Die korrelasie tussen intensie en leerlingskapprestasie was sterk in gevalle waar leerlinge uitdagende omgewings faktore beleef, terwyl geen beduidende verhouding tussen intensie en leerlingskapprestasie waarneembaar was in die afwesigheid van omgewingsbeperkings nie. Voorstelle is gemaak met betrekking tot ‘n intervensie wat poog om leerders se intensie te verhoog. Twee benaderings naamlik joernaal oefeninge en interaktiewe werkswinkels is voorgestel. Die doel van hierdie benaderings is om aan leerlinge leiding te gee met die identifisering van uitdagings wat moontlik hul sukses in die leerlingskap program kan inhibeer. Met die doelbewuste besluit om hierdie uitdagings te oorkom ontwikkel leerders interne bemagtiging wat hul in staat sal stel om die eerste tree te neem om die armoede siklus te oorkom.

Thesis (MTech (Human Resource Management))--Cape Peninsula University of Technology, 2011 / As global and national markets become more competitive, businesses are forced to become more adaptable and the public service is by no means exempt from this phenomenon. Owing to a dynamic and ever-changing work environment, it is necessary for public servant employees to continuously update their knowledge and skills. However, in most organisations, the impact of training and development programmes are undermined. The value placed on increasing knowledge and skills is limited to attending a training programme. As a result, the newly acquired information and competencies are very seldom transferred from the classroom to the workplace and without a definite increase in performance and in service delivery; the contribution of actual learning is questionable. This research study therefore uses the Integrated Integrated Human Resource Administration and Persal (IHRAP) Programme (presented by the Western Cape Provincial Training Institute) to gauge the importance of post training evaluation and the benefits that can be derived from it, both for the department and the employee. In addition, the study evaluates whether the participants of the training programme are able to apply concepts and techniques learned in the classroom. It focuses specifically on human resource employees employed within the Provincial Government of the Western Cape, who is responsible for performing a number of different human resource functions. A survey was conducted amongst the participants of the IHRAP programme using a research questionnaire. After the results of the survey were collected and analysed, the researcher was able to determine where there were gaps in the post training evaluation process. Several recommendations are made to bridge these gaps and in doing so, enable the training programme to have a greater impact on the participants and in the workplace. In addition to evaluating the IHRAP programme, the need for continuous improvement in skills will always be essential, but departments must create the opportunities for participants to exercise these acquired skills effectively.

Submitted in fulfillment of the requirements for Doctoral Degree in Philosophy – Management Sciences, Durban University of Technology, Durban, South Africa, 2017. / South African municipalities are key institutions that are close to the heart of communities and therefore, their employees form the cornerstone of service delivery to communities. Many municipalities have been blamed for unreliable delivery of basic services whilst those that are located in rural areas still struggle to generate own revenue and faces serious skills shortages. It is important to note that there has been very little research conducted in rural districts and other similar sized municipalities on evaluating the impact of skills development, service delivery and management of learning transfer. Existing studies although they provide useful data, they seem to be aggregate, broad and not tailor made for rural district[s] and some other South African municipalities. Studies which are directed at local municipalities adopts ‘one size fit all approach’ and they did not consider that rural district municipalities have enourmous challenges in evaluating the impact of skills development in service delivery and attracting people with requisite technical and managerial expertise. According to Punia and Kant (2013) most literature on impact and evaluation of transfer training is mainly drawn from the corporate sector. Furthermore, Topno, (2012), Pallares, (2012), Bird and Cassel (2013), they similarily pointed that existing models on evaluating effectiveness of development programs in various companies have the most limitations in assessing post training job performance and organisational impact. This is supported by Wenzel and Cordery (2014 stresses that for the past 40 years, evaluation and impact of learning transfer concept remained complex, underdeveloped and with limited clearly defined empirical findings. Raliphada, Coetzee and Ukpere (2014) indicates that there are organisational factors affecting learning transfer in the South African Public Service. The identification of factors affecting learning transfer is a critical step toward ensuring that successful strategies are developed to remove barriers to learning transfer and ultimately improve implementation which leads to enhanced service delivery (Raliphada et al 2014). Since 2000, Government has undertaken steps to transform South African municipalities. However, systematic problems contributing to poor management and service delivery challenges have continued to engulf local government and in most instances such grievances translated to service delivery protests across the country. Amongst dilemmas facing local government in South Africa is the shortage of skills, poor management, corruption, conflict management and unreliable service delivery. Researchers consistently argued that grievances concerning local government relates to unreliable service delivery, shortage of skills and poor management. The purpose of this is to assess the role of line managers in implementation of skills development at the UMzinyathi rural – district and other similar sized municipalities and impact on service delivery. The study investigated perceptions of line managers, skills development facilitators and employees about the impact of skills development on service delivery at uMzinyathi District Municipality in Kwazulu Natal. The study investigated challenges experienced by managers in training and skills development. The questions were to indicate how challenges in training and skills development can be addressed in rural –district municipality and other South African municipalities. The research adopted qualitative methodology. Furthermore, thematic analysis was used for presentation and discussion of the results. The responses or data collected from participants was interpreted and analysed. The findings of the study imply that there is no human resource development strategy, absence of mentoring and coaching, managers are not involved in skills development, there are no Skills development facilitators, high management turnover, poor planning, absence of effective employee performance management system across all levels in a municipality, no proper training and development sections and there are no tools to measure impact and success of training in local municipalities of a District. The research proposes that integrative transfer of training model developed by Lee C et al (2014), be extended to UMzinyathi District municipality in KwaZulu-Natal and other South African municipalities. The study is also suggesting that existing transfer of training model be modified to add the evaluation of impact and post organisational performance. The study targeted a rural district municipality because of limited research directed at this sphere of government. The modified Integrative Transfer of training Model will contribute to the new knowledge which is currently not existing in the municipalities. The model is modified to consider not only post training job performance but to add the evaluation of organisational performance and impact influenced by skills development programmes. / D

Submitted in fulfilment of the requirements for the degree of Masters in Technology: Business Administration, Durban University of Technology, Durban, South Africa, 2017. / Skills Development is one of the key priorities of the National Development Plan Vision for 2030, which views it (skills development) as a catalyst for the unemployment reduction in South Africa. Skills Development is a key National Priority in South Africa and requires a new approach to training and development, one that calls for positive interventions. However, a challenge has been identified, namely the lack of commitment and support to skills development by line managers at municipal level. The problem was not confined to the institutional capacity of the Municipality but included the individual capacity of the line managers who is responsible for managing employees. The challenge was ensuring that they have the relevant capacity and skills to undertake their functions. Managers are accountable for the development of their subordinates but tend to neglect their role in the area of skills development. Existing research focuses on the role of line managers in training and development and the significance of managerial support in training and development. However, there is a gap because managers understand training and development but do not understand their role in supporting and developing their subordinates, which impacts negatively on the performance of the organisation which in turn impacts negatively on the delivery of services. Human Resource Development (HRD) literature remains largely theoretical and rhetorical in encouraging line managers to take responsibility for training and development. The overall aim of the study was to identify the role of line managers in the implementation of skills development at a local municipality and the impact thereof on service delivery. A quantitative research study was undertaken to achieve the objectives of the study. One hundred and ten managers on Patterson Grades D1 to E2 were targeted for the study. They were required to complete self-administered questionnaires. The findings of the study will assist line managers to understand the positive impact that training and development has on the performance of employees, which ultimately impacts on the achievement of business goals and objectives. The findings are; • Managers understand the training and development practices of the municipality but do not know how to support the training and development of their subordinates. • Managers believe that the organisation supports training and development but do not know if the organisation has an approved Workplace Skills Plan (WSP) that is being implemented; whether the organisation has a training and development strategy which is related to the overall strategy of the organisation; and whether the training of employees is given adequate importance in the organisation and is being managed in a proactive way. • A majority of the managers believe that training and development of employees has an impact on service delivery, but cannot agree whether training and development has helped improve the performance of employees in the organisation. • In terms of what can be used to encourage managers’ buy-in to training and development within the organisation, the overall average level of agreement was 88.0% .The scores for this section demonstrated that managers lack the necessary skills and competencies when it comes to the identification of training needs and training gaps. The findings of this research has identified that although managers are experienced in local government and have an understanding of the training and development practices of the municipality, they tend to get stuck in the authoritative managerial role and cannot switch into the facilitator role, which impacts on the way that they perform their skills development function as a manager. This therefore impacts negatively on the development of employees and on the delivery of services by the municipality. Without skilled, competent employees, no services can be rendered to communities. / M

Submitted in full requirement of Degree of Master of Management Sciences Specialising in Hospitality and Tourism , Department of Hospitality and Tourism, Faculty of Management Sciences, Durban University of Technology, Durban, South Sfrica. 2015. / There is a considerable gap between what is provided by tourism education providers and the needs expressed by the industry. Literature pertaining to private higher education institutions based in KwaZulu-Natal (KZN) curriculum provision is very limited. Therefore, this study sought to determine whether tourism qualifications offered at registered private higher education institutions in KZN are aligned with the needs of the local tourism industry. This study accordingly identified and investigated the gaps between the needs of the local tourism industry and the core tourism curriculum offered at private institutions. In addition, the study closely examined the curricula offered by analysing and comparing the similarities and differences between the tourism curriculums of each private institution. In order to provide solutions and recommendations for future curriculum development, stakeholder’s views on what a tourism curriculum offered at private higher education institutions should entail was evaluated. Respondents comprised of managers from selected sectors of the local tourism industry, tourism graduates, tourism curriculum designers and tourism academics of the selected private higher education institutions. To achieve the first and third objective, a mixed-methods approach was adapted. This empirical study utilised electronic surveys to obtain a sample of 164 participants. A document analysis entailing thematic analysis was also complied to address the second objective. The findings revealed that there are more similarities amongst the education providers’ formal curriculum content than differences. However, the tourism curricula on offer by all the sampled private higher education institutions were observed not to align with the needs of the local tourism industry. Therefore, this study identified numerous gaps between the needs of the local tourism industry and the provisions by private higher education institutions. The misalignment was found to be attributable to multiple factors for which recommendations are made. / M