The purpose of the research was to determine whether measures of ability, personality and behaviour would significantly predict job performance of customer service agents in a South African commercial airline company. The Verbal Interpretation Test (VCC1), Numerical Reasoning Test (NP6.1), Basic Checking Test (CP7.1C), Occupational Personality Questionnaire (OPQ32) and a competency based interview were completed by job applicants. Customer Contact Competency (CCC) scores and a Person Job Match (PJM) score were derived from the OPQ32 and ability measures to ensure job relevance during selection assessment. Job performance statistics in the form of training scores and supervisor ratings (from performance appraisals and criterion questionnaires) were obtained for the sample as criterion data. Correlations revealed statistically significant small to moderate correlations between the predictors and the criterion data / Industrial & Organisational Psychology / M.Com (Industrial & Organisational Psychology)

Submitted in fulfillment of the requirements for the Master’s Degree in Public Management, Department of Public Management & Economics, Durban University of Technology, Durban, South Africa, 2016. / In order to eradicate the legacy of the apartheid past, the South African democratic government adopted a development approach to local government. This necessitated a commitment on the part of local government, through the Integrated Development Plan (IDP), to facilitating community participation by finding ways to meet economic, social and material needs, as well as improving quality of life. The IDP can only be well received and implemented if there is an effective public participation process to ensure that the needs and aspirations of the people are met. This research focused primarily on evaluating community participation in the IDP process through the use of the case study of Umzumbe Municipality in the KwaZulu-Natal province. Furthermore, the research answers the following questions: to what extent do communities participate in the IDP process?; what were the challenges facing communities with regard to participation in the IDP process?; and what was the role of ward councillors and ward committees in promoting community participation in the IDP process? In order to answer these questions, an empirical study was conducted using quantitative research methodology. The case study approach was used in this study in order to obtain detailed views of respondents and issues relating to the objectives of the study. Using the quantitative research methodology, the study employed a questionnaire to collect information linked to community participation. Three hundred and ninety respondents from ten wards in the local municipality were randomly sampled. In addition, ten ward councillors were requested to participate in the study in order to explore the factors influencing community participation in the study area. The questionnaires were developed and approved by the Durban University of Technology’s ethics committee before the commencement of the study. Data was then collected. The results of the study, conclusions and recommendations are provided in a way that will enable the reader to draw his or her own conclusions on the value of this study. The study was worth undertaking since the challenges of community participation for local economic development and the IDP enhance service delivery. The results of the study should expand the knowledge base of rural community participation in the IDP process in Umzumbe Municipality. The findings of this study should benefit the municipality by highlighting the challenges of community involvement in the IDP process. The envisaged outcome of this study is the development of a theoretical framework for rural community participation in the IDP process in local government. Findings from the study point to the profusion of poor or non-participation of the community in the IDP process. The study shows sour relationship between ward councillors, ward committee members and community members. Based on the findings of the study, the following recommendations have been made: upgrade levels of education/capacity development for ward councillors, ward committee members and community members; poverty alleviation and economic development to create employment; encourage youth and adults to engage in public forums; encourage the involvement of all stakeholders in the identification of development initiatives; co-ordination and information sharing sessions; and systems of monitoring and evaluation should be put in place to monitor community participation in the IDP process, with guidelines for the implementation of community participation initiatives. / M

The aim of this research was to understand the main factors that explain turnover and retention at DOA Ukhahlamba District and to recommend to the District and Provincial management the appropriate strategy for retaining staff. To be able to achieve this aim, the following research objectives have been visited, namely: a) turnover trends, b) analysis of primary and external turnover factors and c) primarily retention factors. Data for analysing turnover trends was collected from the 2004 to 2007 DPSA and DOA annual reports. Primary data on labour turnover and retention factors was collected from 41 employees across different sections at DOA Ukhahlamba District by means of a questionnaire survey. The data was analysed using statistical methods, including frequency distribution, chi-square test and Pearson product-moment correlation. The findings have revealed that there is no clear pattern of turnover trends at DOA and DPSA, and DOA percentage turnover figures are low in comparison with those of the DPSA. In terms of organizational-specific factors, the top three primary turnover factors were identified, namely: a) communication within the organisation, b) leadership and the organisation and participation in decision making. The research results further revealed that communication within the organization had a significant impact with regard to race, but division, location, and grades did not. With regard to the external factors, research results identified the following most important external labour turnover factors arranged according to their importance, namely: lack of availability and quality of health care services and infrastructural development; lack of available sport and recreation facilities; crime in the area and people living in the neighbourhood; lack of educational opportunities available for the family, and geographic location of place of employment. The findings further revealed the top three retention factors, were strongly significantly correlated to each other, namely: resource availability, use of discretion in handling customer complaints, and the impact of the job on society. These are positively related to intention to stay. The implications these results to the management would require the review of the organisational Human Resource Management Policy and the introduction of Attraction and Retention Policy because at present its is non existence at DOA Eastern Cape. Research limitations: the study did not fully explore ethnicity when analysing the communication within the organisation as a labour turnover factor despite having an organisation that is diverse in nature, future academic research should focus more on labour turnover at management level and moderating variables to external labour turnover factors as there is little research done in this area. The factors identified for labour turnover and retention should be treated with caution as it may not be applicable to all sector Departments in the Eastern Cape and may be limited to Ukhahlamba District due to its geographic location. This study will contribute to the body of knowledge as it will serve as a guide to Eastern Cape DOA and other sector Departments in choosing factors to consider when designing their retention strategy in order to reduce labour turnover. To the academic researchers, the first three primary retention factors identified in the survey have not been seen before, grouped and rated amongst the top three retention factors which therefore means that the management support becomes more important than looking more on salary package as the first priority factor as revealed by most of the research literature consulted (Gustafson, 2002; Mobley, 1982; Mobley, 1979; Herzberg, 2003). This shows that labour turnover and retention factors will not be the same to all organisations, the location of the business and surrounding environment should be considered carefully when designing the appropriate policy and retention strategy of the organisation.

This study was researched at Mnquma Local Municipality of Amathole District Municipality in Eastern Cape Province, in the Republic of South Africa. The study is about: The assessment of relationship between the traditional leaders and ward Councillors and its impact on service delivery: A case of Mnquma Local Municipality. This municipality consists of 61 wards and 41 ward Councillors. The purpose of this study was to investigate what causes tensions in the relationship between traditional leaders and ward Councillors and also how can it be managed and or be improved as it affects production in service delivery and development. Furthermore, the study seeks to find ways through which the relationship between traditional leaders and ward Councillors could be managed to harmonize the relationship between them in order to improve service delivery in Mnquma Local Municipality. Most municipalities which are based in rural areas in South Africa are faced with a lot of challenges which has left development staggering and thus in long run inefficiency in service delivery is caused. As a result of poor service delivery Mnquma Municipality is faced with the challenge of instability towards its management, whereby several Mayors have been chased away through protests, as result service delivery has been hampered and delayed. These challenges are the results of the poor relationship between traditional leaders and ward Councillors over land ownership, control and authority of resources for development. The legislations that govern traditional leaders are ambiguous or rather vague when it comes to their roles and functions in development and service delivery in the new democratic government of South Africa and thus cause the traditional leaders to feel that they are undermined by the ward Councillors whom according to traditional leaders feel they that ward Councillors are more recognized than them. It is in this context that this study seeks to investigate the causes of conflict between the traditional leaders and ward Councillors and how the conflict impacts on service delivery and development and also can it resolved to harmonize the situation. The researcher used a qualitative method to collect data, the questionnaires and interviews were conducted to Municipalities, Traditional Leaders, Municipal Managers, Ward Councillors, Ward Committees and the community. Data was collected and analysed using descriptive method. The researcher came out with the following summary of the findings: The management of relationship between traditional leaders and ward Councillors over ownership of projects, control, land distribution and authority is very poor. Traditional leaders felt that the present democratic government has given too much power to the ward Councillors for most development programs. There is no absolute proper consultation of traditional leaders by neither local government officials, municipalities and ward Councillors before any development is done in their areas. Poor recognition of traditional leaders by ward Councillors and other politicians. There is allegation by the community members and traditional leaders that ward Councillors are bias in delivering services, preference is given to the group that belongs to their party of interest. When there is development projects employment opportunity is not given to the local communities of that area. Traditional leaders are not allowed to actively participate in council meetings.

Employee engagement has been conceived as one of the “hottest topics in management” (De Cieri, Holmes, Abbott, & Pettit, 2002; Saks, 2006). Therefore, the need to further understand factors that enhance the level of employee engagement is of utmost importance if organisations are to successfully increase their competitive edge. The purpose of the present study was to develop a model of personality traits and work-life balance as determinants of employee engagement among employees in the various industries in South Africa. In particular, the present study investigated relationships between personality traits adapted by Martins (2000) which include five robust factors: agreeableness, extraversion, conscientiousness, resourcefulness and emotional stability and work-life balance as measured by the Survey Work-home Interaction/NijmeGen (SWING) which consists of four dimensions, namely, negative work-home interaction, positive work-home interaction negative home-work interaction and positive home-work interaction. The study utilised Schaufeli’s (2002) Utrecth Work Engagement Scale (UWES) which consists of three interrelated dimensions: vigour, dedication and absorption. A quantitative cross-sectional survey was followed and the data was collected from a population of 1 063 working adults through a Web-based survey. The results revealed significant relationships between the variables. Specifically, the results revealed that positive work-home interaction and positive home-work interaction appeared to be stronger correlated to engagement than the five dimensions of personality traits. For instance, a Pearson correlation analysis revealed that positive work-home interaction (r = .33) and positive home-work interaction (r = .30) had the highest correlation with employee engagement. In the same vein, the canonical correlation analysis revealed that positive work-home interaction, positive home-work interaction, agreeableness, conscientiousness and emotional stability exhibited the highest correlation with the canonical employee engagement construct variate. The results of the structural equation modelling further confirmed that the interaction of three personality traits, namely, agreeableness, conscientiousness and emotional stability and two of the work-life balance constructs, which are positive work-home interaction and positive home-work interaction, significantly and positively predicted employee engagement. The outcomes can be useful in informing employee engagement strategies, particularly in the recruitment, selection and retaining of highly skilful talents. Specifically, the study provided practical recommendations for employee engagement practices, based on the literature review and empirical results. This study highlighted the manner in which the personality traits and work-life balance variables impacted on employee engagement behavior. / Industrial and Organisational Psychology / D. Litt. et. Phil. (Industrial and Organisational Psychology)

A review of the literature reveals that organisational commitment is an outcome of organisational culture, when reviewing the definitions, theoretical development and models of these two concepts. The integration of organisational commitment with organisational culture indicates that there is a need for a scientific study to determine the relationship between these two variables. The empirical study involved the participation of 371 respondents in an organisation. A survey was conducted using the organisational commitment scale and the organisational culture questionnaire to determine the relationship between organisational culture and organisational commitment. The results suggest that organisational culture has an effect on organisational commitment. Recommendations are made to successfully implement both organisational culture and organisational commitment change initiatives. / Industrial and Organisational Psychology / M.A. (Industrial and Organisational Psychology)

Despite the feminisation of the workplace as one of the key developments of this domain, the meaning of work for women is little understood. A phenomenological approach was adopted in this study to gain in-depth understanding of the meaning ascribed to work by a sample of ten South African, women graduates. Literature was used to generate three models - a male-centred, stereotyped and contemporary conceptualisation. Unstructured interviews were conducted and the protocols analysed using the modified Stevick-Colaizzi-Keen method (Creswell, 1998; Stones, 1985; 1986). Themes illustrated that the meaning of work for women is multifaceted and comprises a number of components including sense of identity and self-worth, meeting instrumental needs, social relatedness, serving others, intrinsic satisfaction and the exercise of power and authority. Findings suggested that the meaning women ascribe to work changes when they experience autonomy. Recommendations were made for future research and organisational practices. / Indust and Org Psychology / MA(IND AND ORG PSYCHOLOGY)

Text in Afrikaans / Performance management and performance appraisal plays a crucial role in developing human resources. In the social work profession the social work supervisor is the person responsible to appraise the performance of the social worker because of the excellent position to observe the job performance directly and consistently. The purpose of this study is to investigate how social work supervisors perform their supervisory functions and apply performance appraisal. The researcher used qualitative research for an exploratory and descriptive study. In-depth interviews were use as data collection method. The sample group was social work supervisors in the employment of the Western Cape Department of Social Development. Performance appraisal can be use to encourage professional growth and development of social workers. Performance appraisal is a supervisory duty and thus a component of administrative, educational and supportive supervision. It seems however that supervisors experience problems with performing supervision and to apply performance appraisal. / Thesis (M.A. (Maatskaplike Werk))

This study investigated the relationship between individual knowledge transfer methods, self-study and work experience and behaviour patterns, facilitation, conduct and ability in the development of SMEs. This study further sought to find out if gender had an effect on the behaviour patterns. The study is empirical and cross sectional in nature. A questionnaire was used to collect data from 200 employees of selected SMEs in Durban-South Africa. Findings show that there is a positive, significant relationship between the knowledge transfer method self-study and behavioural aspects, facilitation, conduct and ability. In addition, this study found that work experience had an insignificant correlation with facilitation, conduct and ability. Finally, the study found that there are no gender differences in terms of facilitation, conduct and ability. It is recommended that all the stakeholders in the SME sector continuously analyse the internal organisational environment to ensure that knowledge resources are effectively used for productive employees’ behaviour. / Business Management / M. Tech. (Business Administration)

Text in English / The Batau of Kgaphola are of Swazi origin and migrated to Sekhukhuneland Limpopo Province in South Africa. The community has been involved in chieftainship disputes which date back to 1954 after the death of Chief Lobang III. Within the broader national political framework and execution of policies, the community became divided between the Makhuduthamaga and the Rangers. The Makhuduthamaga were anti-government and the Rangers pro-government. Each of the two groups gained the support of community members. The failure of the royal family to agree on who should lead the community after the death of Chief Lobang III led to a division from within. The former Lebowa government and the current Limpopo government intervened into the Batau chieftainship disputes without success. Commissions such as the Lekoloane, Ralushai and Nhlapo were established to deal with chieftainship disputes but this did not assist communities including the Batau of Kgaphola. The Kgatla Commission was also established and communities are still appearing before it and the Batau are still waiting to present their case. The study explores how the Batau of Mphanama dealt with their differences relating to chieftainship within the community and this instituted external intervention. It also uncovers how disputes within the royal family have affected members of the community and led to divisions. In the final instance the effect of decades of external political intervention and governance is evaluated. / Anthropology and Archaeology / M.A. (Anthropology)