M.Ed. / This investigation focused on the culture of teaching and learning in Dzata Secondary School. It has become a concern of educationists and politicians to revive the culture of teaching and learning in schools. Most South African schools for predominantly black pupils, are characterised by a serious erosion of the culture of teaching and learning. The purpose of this study was to analyse and describe the state of culture of teaching and learning in Dzata Secondary School. The research design was exploratory and descriptive, as it aimed to explore and describe the culture of teaching and learning in Dzata Secondary School. The theoretical investigation formed the basis for developing questionnaires and interview schedules for the empirical study. During the empirical investigation, quantitative and qualitative methods were used. The quantitative investigation included one questionnaire for teachers and one for pupils. The qualitative investigation included semi-structured interviews as well as observations in the school. The findings of the inquiry into the culture of teaching and learning indicate that factors such as the personal characteristics, the home and the school have an influence on the culture of teaching and learning. The empirical investigation into the personal characteristics of pupils revealed that the following aspects have a negative influence on the culture of teaching and learning: lack of a sound knowledge foundation insufficient study methods lack of self-discipline and a negative self concept insufficient academic language ability. The following family related factors were found to be inhibiting the establishment of the culture of teaching and learning: absence of parents from home and lack of moral and academic support overcrowded homes illiteracy of parents shortage of basic needs, for instance electricity, running water in the home and food. School related factors which were discovered to hinder the establishment of a culture of teaching and learning in Dzata School: time lost during school hours poor subject knowledge of teachers absence of lesson preparation lack of facilities in the school ineffective principal ineffective governing body Many of the problems that have a negative influence on the culture of teaching and learning in many South African schools for predominantly black pupils are rooted in the community. Hence it seems improbable that the problem of teaching and learning will be solved in the short run. In Dzata Secondary School, however, some immediate measures to improve the culture of teaching and learning are possible. The most important measures are: the introduction of formal lesson preparation by teachers introduction of literacy classes in order to serve the local community introduction of the time book for teachers and pupils grading of teachers in order of merit to motivate pupils to learn.

M.Ed. / The importance of a multicultural curriculum for communities with a multiracial, ethnic and diverse constititution cannot be overemphasised in a modern approach to education. In the South African context their exists an urgent need for a mathematics curriculum which is able to accommodate the specific cultural background of every individual. The reality of cultural diversity in South Africa emphasises the importance of the implementation of a multicultural approach to the teaching of Mathematics. Mathematics is a social process which constitutes a fundamental part of education. It remains a dynamic and living cultural product, while remaining part and parcel of the social construction of a community. The recognition of this reality creates a viable foundation for a multicultural approach to the teaching of Mathematics. The Mathematics curriculum can be implemented to emphasise a person's own culture and to provide information regarding a community, as well as that which is relevant to its multicultural character. Pupils represent diverse cultural-, class- and linguistic backgrounds. Other aspects which have to be considered in the creation of a multicultural curriculum are the different approaches, points of view and thinking patterns of pupils. In addition to this, there remains a difference between the levels of education of parents as well as the premium they place on literacy. The degree in which multicultural education will realise, however, depends mainly on the teacher's attitude and classroom skills. The primary aim of this study is to conduct a research into the different ways in which a teacher can forge a constructive link with children from diverse ethnic communities, via his/her own perceptions, educational aims and strategies, usage of language in the classroom, as well as classroom skills and techniques. Themes and practical examples which also exhibits multicultural characteristics, are included and can be implemented by the teacher in his/her own classroom techniques. Teachers have a professional responsibility to remove all elements of prejudice from the classroom, as well as to acknowledge and respect the diversity of cultures.

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After a review of the literature relevant to performance management systems both over time and across different types of organizations, this thesis confines its research to a case study of the development and implementation of a performance management system in a non-governmental organization (NGO), the Public Service Accountability Monitor (PSAM). Collation of the relevant data is followed by a discussion of the development and implementation of the performance management system at the PSAM over a 5-year period from 1 June 1999 to 31 May 2004. This is considered in terms of the PSAM’s achievement of commitments to Funders and the concurrent development of the performance management system. Next an analysis of major themes that emerged from the research, in terms of important items for consideration in the development and implementation of a performance management system in an NGO, and areas for possible future improvements to the system is presented. After analyzing the relevant information, it became apparent that the performance management system has no direct bearing on the ability of the PSAM to achieve its stated commitment to Funders. However, these short-term focused expectations of the performance management system are outweighed by the positive contributions that have been made by its introduction, specifically in the area of training and development. This important aspect of capacity building and staff empowerment speaks to the long term sustainability of the organization. Although the PSAM’s performance management system undergoes continual improvement, significant inroads have been made into providing a sensible, clear and dynamic solution to the problem of rewarding efficient and effective performance. The PSAM has indeed benefited from the introduction of the performance management system in a number of ways. It is evident that these benefits could be applicable to other NGOs.

Healthcare today has become a competitive industry, not only locally, but on a global level as well. In the South African economy the healthcare sector presently offers healthcare seekers two options to satisfy their healthcare needs – either through private business enterprises in the private sector or public enterprises in the public sector. Likewise, in the healthcare sector's hospital environment, patients can receive treatment from either private or public hospitals. As private business enterprises offering a relatively 'pure', but generally unsought-after service, private hospitals compete aggressively to attract patients. Patients are a hospital's lifeblood and they rightfully expect a high standard of customer service throughout the stay. With today's consumers being better informed, more sophisticated and more demanding than in the past, experts agree that the key to survival in the service industry today, almost without exception, is the quality of the service. The cornerstone of the service industry is without doubt the ability to deliver superior service quality that results in customer satisfaction. And the healthcare industry is no exception. Most consumers will experience a need for healthcare services at some time in their lives, but in South Africa, escalating medical costs in general and private hospitals in particular, have made private healthcare increasingly more expensive for the majority of the country's healthcare seekers. This situation raises the question of customer service in the private hospital industry and how patients' perceive service quality and evaluate customer satisfaction after a hospital stay. There is a growing body of empirical evidence from United States studies to show that service quality and customer (patient) satisfaction positively influence patients' behavioural intentions to reuse the hospital or recommend it to others (word-of-mouth endorsements). However, in South Africa, empirical studies to investigate these relationships have not been adequately addressed. This study was therefore an attempt to address the lack of scientific evidence and debate in the area of patient satisfaction. Against this background, the primary objective of this study was to measure patients' perceptions of service quality and customer satisfaction with a private hospital experience and to estimate the effect that each of these constructs will have on future behavioural intentions. More specifically, the present study was an attempt to assess empirically the most important dimensions of service quality and transaction-specific customer satisfaction dimensions that drive both patient loyalty and ‘overall’ or cumulative satisfaction in the South African private hospital industry. For the purpose of this study, buying intentions was used as a surrogate measure of loyalty as measured by willingness to reuse the hospital and/or willingness to recommend it to others (word-of-mouth endorsements). Initial exploratory research was conducted with the aim of assessing the views of three private hospital stakeholder groups, namely former patients, doctors and management about what the quality of service and customer satisfaction meant to each individual interviewed. A service enterprise that specialises in patient satisfaction surveys in the US provided particularly useful information during this phase of the study. Several case studies of patient satisfaction programmes, mostly at US hospitals, provided additional insights in this area. The study was conducted nationally at private hospitals owned by one of South Africa's three major hospital groups. Five private hospitals in four major centres were selected on a non-probability convenience basis to participate in the study. The hospital group's senior management and the management at each selected hospital gave their full commitment to ensure that the survey was successfully conducted in their hospital wards. Data were collected by means of a quantitative study using a selfadministered, structured questionnaire. Patients had to meet certain qualifying criteria which included being of adult age, in the hospital for an operation and at least one overnight stay. A total of 3 800 questionnaires was distributed to patients on a random basis in selected wards at the five hospitals by senior hospital staff designated for this task. From this distribution, 425 questionnaires were returned of which a final sample of 323 could be statistically analysed. To confirm the internal reliability of the measuring instrument, Cronbach alpha coefficients were calculated for each of the factors identified by the exploratory factor analysis. In order to assess the discriminant validity of the measuring instrument used to measure both service quality and customer satisfaction, the items were subjected to an exploratory factor analysis. The factors that emerged after the exploratory factor analysis were then used as independent variables in the four subsequent multiple regression analyses to assess the study's four hypothesised relationships. The findings revealed that the service quality dimensions that impact positively on both loyalty and cumulative satisfaction are Empathy of nursing staff and Assurance. The customer satisfaction dimensions to impact positively on both loyalty and cumulative satisfaction are Satisfaction with the nursing staff, Satisfaction with meals, and Satisfaction with fees charged.

M.Ed. / It is of outmost importance that technical officers in Telkom are effective technological problem solvers. All prospective technical officers in Telkom are subjected to a selection process before starting with technical officer's training. The selecting process consists of two stages, namely: (1) the Senior Aptitude Test (SAT), and (2) the Introduction to the A-course. The problem statement of this study is: No scientific investigation is done on the effect of the Introduction to the A-course on the technological problem-solving style of prospective technical officers. The aim of this study is to determine the effect of the Introduction to A-course on the technological problem-solving style of prospective technical officers, when measured with the PSI-TECH inventory. The PSI-TECH inventory (technological problem-solving in-ventory) is used as a pre-test and a post-test to measure the technological problem-solving styles of 119 prospective technical officers in Telkom. The Introduction to the A-course (independent variable) serves as the treatment. In the process of measuring technological problem-solving style, differentiation occurs between effective and ineffective technological problem solvers. The PSI-TECH inventory performed very well in terms of reliability and validity in this study. Two conclusions were drawn from this case study, namely: (1) the Introduction to the A-course does not contribute towards the technological problem-solving styles of prospective technical officers and, (2) the PSI-TECH inventory can serve as a discriminator to determine who are effective and ineffective technological problem-solvers.

This preliminary research study aimed to investigate, with the aid of the Science Laboratory Environment Inventory (SLEI), the actual and the preferred laboratory environments as perceived by 264 first, second and third year college Science and Biology students in Cape Town, South Africa. This investigation sought to answer the following main questions: * Are the English and the Afrikaans versions of the SLEI valid and reliable for use as perceptive instruments in a South African context? * What are the relationships between variables such as class membership, the year level of study, the type or level of the science subject studied, the particular lecturer concerned, home language and gender and the students' perceptions of their science laboratory classroom environments? * Do appreciable differences occur between the actual and the preferred environments as perceived by the students? * Are the findings of the present investigation consistent with the results of parallel investigations undertaken overseas? The data was collected by means of standard answer sheets, and analysed by comparison of the mean scores, standard deviations, discriminant validities and the alpha reliabilities of the various scales of SLEI. Bibliography: p. 130-141.

The South African education system is in crisis; with low matric pass rates, high dropout rates, teacher strikes, rising pregnancy rates among teenaged learners, and assaults by learners on educators and other learners. The system is unable to cope with the multiple demands placed on it and a number of NGOs are stepping in to aid the system. This study is an evaluation of an NGO aimed at developing learners through the application of the Appreciative Inquiry approach. The Appreciative Inquiry approach is a method for generating change within an organisation by looking at what works in the organisation and facilitating active participation. The main findings from this study were that the programme seems to have positively affected learners‟ performance both academically and behaviourally; the programme was perceived to have raised the general standard of academic performance at the school. / Psychology / M.A. (Psychology)

This study focuses on the influence of particular teaching strategies that can be used in Environmental Education (EE) and examines how specific methods influence knowledge retention and attitude change. The aim of the study is to compare the 'traditional' lecture style method where learners are passive, with cooperative learning to determine their influence on learners’ knowledge retention and attitude towards marine conservation. Both methods can be considered effective teaching methods to increase knowledge retention and induce a positive change in environmental attitudes. However, this study suggests that the teaching method used in a particular school could influence the learning outcomes of the EE programme because of pre-existing abilities, skills the learners may have and context to which the learners are exposed. In conclusion, when offering an EE programme, for the programme to be successful one would need to determine which method of teaching is practised within schools and then ensure that the same method is used. / Teacher Education / M. Ed. (Environmental Education))

The constitution of the Republic of South Africa has mandated government to keep in touch with the citizens, by regularly updating them on the services available for the improvement of their lives, and further to constantly report back on progress made in implementing government policies. In recent years, the country has been experiencing sporadic service delivery protests especially at the local sphere of government (municipal level). The aim of the study was therefore to examine the success of the communication and information system of the South African government in disseminating information to citizens. The area of the study was the Province of Mpumalanga which is one (1) of the nine (9) provinces constituting the Republic of South Africa. For the study, quantitative research method in the form of a survey was adopted, the hypothesis tested and the findings generalised. In creating a sample frame for the study, both probability and non-probability sampling techniques were adopted. The type of data collection instrument adopted was a structured questionnaire. Single-stage cluster sampling was adopted for heads of government communication whereas judgemental or purposive sampling technique was adopted for citizens. Data was analysed utilising data tabulation, descriptives, and data disaggregation quantitative data analysis procedures. The key findings of the study, amongst others, are: (a) That the current communication and information system being utilised by the South African government has an impact (it has improved communication with citizens); (b) That the citizens prefer government to communicate with them in their own indigenous languages (communicating in all eleven (11) official languages); (c) That the citizens prefer face-to-face communication; (d) That citizens would like to receive government messages via social media (given its immediacy and interactivity); and (e) That the low status of the communication function at the local government level denies communicators access to information to be communicated. Amongst others, the study recommends that (1) communication should be recognised as a strategic management function in all spheres of government; (2) the use of radio as the primary channel of information should be strengthened; (3) face-to-face communication with citizens should be strengthened; (4) information dissemination should be done in all eleven (11) official languages, including in Braille and sign-language; (5) social media and SMS notification should be included in the government communication policy as one of its official information dissemination channels. / Communication Science / M.A. (Communication)