This study evaluates the perceived credibility of a technical chatbot based on its communication style - the way it interacts with its users embodied through text and emojis. A chatbot’s initial communication style was compared to a humble version. The humble communication style was developed from a design workshop held together with six participants and is presented in this paper as a design style guide. The perceived credibility was divided into six dimensions; Competence, Goodwill, Honesty, Predictability, Reputation, and Trustworthiness. The results from the evaluation of the two chatbot versions showed that the credibility was, in general, perceived higher for the chatbot using a humble communication style. Two exceptions were found; (1) the dimension of Trustworthiness stayed at the same level between the versions, and (2) the dimension of Goodwill was perceived higher for the chatbot not using the humble communication style. The satisfaction with the chatbot was measured and resulted in an NPS of 17 for the chatbot using the humble communication style compared to a negative score of -16 for the chatbot not using it. This study found that a more humble communication style would not harm the perceived credibility of a technical professional chatbot. / Den här studien utvärderar den upplevda trovärdigheten hos en teknisk chatbot baserat på dess kommunikationsstil - hur den interagerar med sina användare genom text och emojis. En chatbots initiala kommunikationsstil jämfördes med en ödmjuk version. Den ödmjuka kommunikationsstilen utvecklades från en designworkshop och presenteras i denna studie som en designguide. Den upplevda trovärdigheten delades upp i 6 dimensioner; Kompetens, Välvilja, Ärlighet, Förutsägbarhet, Rykte, och Pålitlighet. Resultatet av utvärderingen av de två chatbot versionerna visade att trovärdigheten upplevdes generellt högre för den ödmjukare chatboten. Två undantag påvisades dock; (1) Pålitlighet blev oförändrad mellan de två kommunikationsstilarna, och (2) Välvilja resulterade i ett högre värde hos den initiala kommunikationsstilen. Användarnas tillfredsställelse med chatboten utvärderades och resulterade i ett NPS värde på 17 för chatboten som använde den ödmjuka kommunikationsstilen igämförelse med ett negativt värde på -16 för chatboten som använde den initiala kommunikationsstilen. Denna studie visade att en mer ödmjuk kommunikationsstil inte skadar den upplevda trovärdigheten hos en teknisk professionell chatbot.

This study explored how foundation phase heads of departments manage and support professional development in the foundation phase. The study also explored the support these heads of departments receive from external sources in managing and supporting teachers in their professional development. Teachers' perspective about their professional development and support from heads of departments were also explored. A qualitative approach, located in an interpretive paradigm, was adopted. Drawing on various elements of case study research designs, the study focused on six foundation phase HoDs, one Intermediate Phase HoD and five foundation phase teachers from different school settings in one of the provinces in South Africa. Interviews and document analysis were used as the primary tools for data collection. During the interviews, teachers outlined their views on the support provided by both heads of departments and external sources that work to enhance their professional learning. Through a cross-case analysis approach, the study indicated that teachers appreciated the support received from heads of departments and external sources. The main finding of the study was that there was little support for the heads of departments from external sources. Another finding was that there was minimal support for heads of departments from external sources, predominantly Non-Governmental Organisations. This study indicated the none availability of induction programmes for the newly appointed foundation phase heads of departments. It is recommended that the Mpumalanga Department of Education organise an induction programme for the newly appointed foundation phase heads of departments. The induction should focus mainly on leadership and management. Lastly, it is recommended that government officials from the district, province and nation provide external support that would benefit the foundation phase heads of departments. / Ifundorhubhululweli belihlola ngokuzeleleko kobana iinhloko zeminyango yezefundo ziphatha begodu zisekela njani ukukhula kwabosolwazi kusigabasisekelo. Ifundorhubhululweli, liveze isekelo lemithombo yangaphandle, lokuphatha nokusekela abotitjhere ekukhuleni kwabo ngokwelwazi. Indlela abotitjhere babona ngayo ukukhula kwabo ngokwelwazi nesekelo abalifunyana eenhlokweni zeminyango yezefundo nalo lihlolwe ngokuzeleko. Ifinyelelo lekhwalitheyithivi eliyi-interpretative paradigm ngilo elisetjenzisiweko. Ngokutjhejwa kwemihlobo eyahlukahlukeneko yeemfundosehlakalo, iinHloko zemiNyango ezisithandathu (HoD’s) zesigabasisekelo, iHloko yesiGaba (HoD) ngayinye nabotitjhere abasithandathu besigaba sisisekelo, ababuya eenkolweni ezihlukahlukeneko ngokuhleleka esifundeni sinye seSewula Afrika. Ukuhlunga nokuhlaziywa kwamadokhumende/kwemitlolo ngikho okusetjenziswe ukubuthelela ilwazi elaneleko. Ngesikhathi sokuhlungwa, abotitjhere baveze imizwa yabo ngesekelo ebalifunyana eenhlokweni zeminyango yezefundo nakumithombo yangaphandle ebasiza ukwandisa ilwazi labo kezefundo. Ngokwefinyelelo le-cross analysis, ifundorhubhululweli litjengise kobana abotitjhere bayalithokozela isekelo abalifunyana eenhlokweni zeminyango yezefundo nalelo elibuya kumithombo yangaphandle. Okukhulu okufunyenwe lirhubhululweli, litlhayelo lesekelo eenhlokweni zeminyango yezefundo elibuya kumithombo yangaphandle, kuqaliswe khulu eenhlanganweni ezingasekelwa mbuso (Non-Governmental Organisations). Ifundorhubhululweli litjengise godu itlhayelo lamahlelo wokufundisa iinhloko zeminyango yezefundo ezibekwe eenkhundleni ezitjha. Amahlelo wokufundisa iinhloko zeminyango yezefundo eziqedwa ukubekwa eenkhundleni, ezitjha azokuhlelwa mNyango wezeFundo eMpumalanga. Ukwethulwa kwabo kufanele kuqale zoburholi nokuphatha. Kokugcina, iinsebenzi zombuso ezibuya iiyingini, eemfundeni zenarha yoke zinikele ngesekelo langaphandle elizokuzuzisa iinhloko zeminyango yefundo yesigaba-sisisekelo. / Lolu cwaningo luhlola ukuthi izinhloko zeminyango yesigaba semfundo eyisisekelo ziyiphatha ziyesekele kanjani intuthuko yobuchwepheshe esigabeni semfundo eyisisekelo. Lolu cwaningo luhlole nangokwesekeleka okuvela emithonjeni yangaphandle okutholwa yilezi zinhloko zeminyango ekuphatheni nasekwesekeleni othisha ekuthuthukeni ebuchwephesheni emsebenzini wabo. Kwabuye kwahlolwa ukuthi othisha bakubuka ngeso elinjani ukuthuthuka kwabo emsebenzini wabo nokubheka ukwesekelwa kwabo yizinhloko zeminyango. Kwalandelwa indlela yokubheka ikhwalithi egaxwe emkhakheni wokuchazwa (interpretative) kwezinto. Kwacashunwa ezimpawini ezahlukene zokucubungula amadizayini okucwaninga kokwenzeka ngempela (case study), kwagxilwa kuZinhloko Zeminyango eziyisithupha zeSigaba Semfundo Eyisisekelo, eyodwa yeSigaba Semfundo Emaphakathi, nothisha abahlanu besigaba semfundo eyisisekelo abavela ezizindeni zemfundo ezahlukene kwesinye sezifundazwe zaseNingizimu Afrika. Kwasetshenziswa ukuhlaziywa kwama-intaviyu namadokhumenti njengamathuluzi okuqoqa imininingwane noma idatha. Ngesikhathi sama-intaviyu, othisha babenika imibono yabo ngokwesekelwa ababekuthola ezinhlokweni zeminyango nemithombo evela ngaphandle eyayibambisene ekuthuthukiseni ukufunda kwabo ubuchwepheshe. Lapho kusetshenziswa indlela yokuhlaziya ngokugamanxana kokucubungulwayo (cross-case), ucwaningo lukhombise ukuthi othisha bakuthokozela ukwesekelwa abakuthola kuzinhloko zeminyango nemithombo evela ngaphandle. Okubalulekile okwatholakala kulolu cwaningo ukuthi kuncane kakhulu ukwesekelwa ezazikuthola emithonjeni yangaphandle izinhloko zeminyango. Okunye okwatholakala ukuthi kuncane kakhulu ukwesekelwa izinhloko zeminyango ezazikuthola kuvela ngaphandle, ikakhulu eziNhlanganweni okungezona ezikaHulumeni. Lolu cwaningo lukhombise ukuthi azitholakali izinhlelo zokuzingenisa emsebenzini (induction) izinhloko zeminyango esigabeni semfundo eyisisekelo, Kunconywa ukuthi uMnyango Wemfundo WaseMpumalanga uhlele ukuba kube nohlelo lokuzingenisa emsebenzini izinhloko ezintsha zeminyango esigabeni semfundo eyisisekelo. Lokhu kungeniswa kumele kugxile ebuholini nasekuphatheni. Okokugcina-ke, kunconywa ukuthi izikhulu zikahulumeni ezivela esifundeni, esifundazweni nakuzwelonke zilethe ukwesekela okuzosiza izinhloko zeminyango esigabeni semfundo eyisisekelo. / Educational Management and Leadership / Ph. D. (Educational Leadership and Management)