ICB LEARNERSHIP
SAQA Qualification ID No. 23618
FASSET Learnership Code 01/Q010021/00/120/5
National Certificate: Office Administration
PRACTICAL TRAINING RECORD (LOGBOOK)
Name of Learner
and ICB Student Number
Name of Workplace
Provider and Accreditation
Number
Name of Training Provider
and Accreditation Number
Purpose of the Practical Training Record (Logbook):
To make the assessment process more manageable for both Learner and Assessor, the exit level outcomes have been adapted into 36 units (learning
outcomes). Each unit, with its component assessment criteria, has been included in this Logbook. The logbook is to be completed by the Learner
and is vital to the assessment process as it indicates the progress that the learner is making towards meeting all the assessment criteria. After
successfully completing each unit of this Logbook, the learner will be ready to be assessed against all the relevant SAQA exit level outcomes. The
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 1 of 73
Logbook contains exactly the same tasks, questions and assessment criteria as the Assessment Record that will be completed by the Assessor during
each assessment session.
This blank Logbook must be split up and filed in the front of every section (unit) of the learner’s Portfolio of Evidence. Then (in stages during the
year) the Learner must complete the ‘PoE Reference’ column, fill in the timing and completion dates in the ‘Completed’ column and then file the
supporting evidence for each section. The Learner and his/her Mentor/Supervisor should then confirm the assessment date/s and venue/s with the
Assessor. The assessment can be done in stages or as one complete assessment.
This Training Record must also be referred to in conjunction with the three related ICB documents for the National Certificate in Office
Administration: (i) ‘Assessment Record’, (ii) ‘Introductory Learnership Outline’ and (iii) ‘ICB Reports and Records’.
Portfolio of Evidence (Training Record):
The Learner's Training Record (Portfolio of Evidence) consists of several lever arch files and includes the following:
 Learner’s Quarterly Reports – optional at the discretion of the training provider - four formal reports by the learner in MS Word format
 Practical Training Logbook – split into 7 sections and containing a total of 36 exit level outcomes
(this Logbook includes exactly the same units, learning outcomes and assessment criteria as the Assessment Record)
 Documentary evidence for each unit – e.g. reports, print-outs, statements, summaries, letters, memos, projects, etc
It also includes the following completed ICB forms:





Examinations Report form
Courses and Seminars Attended form
Employment Record form/s
Diary form/s – optional - only if required by the Supervisor to supplement any of the above
Review form/s – alternatively the company’s own performance appraisal form can be used
Responsibilities:
Learner - responsible for completing and filing all aspects of his /her Portfolio of Evidence (Training Record) except the Review form/s.
Supervisor - responsible for completing the Review forms and providing the learner with copies.
Assessor - responsible for completing the Assessment Record in stages and providing the Learner with copies for his/her Portfolio of Evidence.
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 2 of 73
Contents of this Assessment Record
Exit Level Outcomes at NQF Level 5:
Unit 1
Communication
Outcome 1.1
Identify, understand and apply concepts of communication theory
Also demonstrate an understanding of all the different graphic communication techniques available
Outcome 1.2
Demonstrate the ability to write business correspondence (including e-mails) in appropriate styles:
(a) Internal memoranda
(b) External correspondence
(c) Reports
Outcome 1.3
Demonstrate an understanding of group dynamics and the procedures involved when leading or participating
in group activities in any organisation
Demonstrate an understanding of how oral presentations are prepared for and presented
Outcome 1.4
Outcome 1.5
Unit 2
N.B. For the qualification - this is to be demonstrated in written format at the assessment (national exam)
N.B. For the learnership - this is demonstrated by delivering an actual oral presentation in the workplace
Demonstrate an understanding of the elements of advertising
N.B. File this evidence in Learning Outcome 7.6 of Unit 7 as evidence for both Outcome 1.5 and Outcome 7.6
Public Relations
Outcome 2.1
Understand how public relations developed, explain the purpose of PR and highlight the advantages of PR to
the modern organisation
Outcome 2.2
Understand PR in relation to the social environment that PR operates in
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 3 of 73
Outcome 2.3
Explain the purpose of PR activities/tasks and the characteristics of the available communication media
Apply PR techniques to achieve the aims and objectives of a particular organisation
Outcome 2.4
Outline the profile of a professional PR practitioner and the reasons for employing his/her services
Outcome 2.5
Describe how the PR profession regulates itself
Unit 3
Outcome 3.1
Outcome 3.2
Administrative Practice
Explain how corporate entities make use of individuals to think and act for them
With regard to meetings:
(a) Identify and explain the proceedings at a general meeting
(b) Demonstrate understanding of administrative practice with regard to meetings of clubs and
companies
(c) Describe the procedures at meetings of other than clubs and companies
(d) Define the term defamation and explain the defences that may be raised against accusations of
defamation in meetings
(e) Draft the agenda and minutes of meetings - file this evidence in Learning Outcome 4.4 of Unit 4 as
evidence for both Outcome 3.2 (e) and Outcome 4.4
(f) Write resolutions
(g) Identify extracts from minutes
Outcome 3.3
Draft reports
N.B. File this evidence in Learning Outcome 1.2 of Unit 1 as evidence for both Outcome 1.2(c) and Outcome 3.3
Outcome 3.4
Describe the conduct of a close corporation
Outcome 3.5
Describe the conduct of a trust
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 4 of 73
Unit 4
Business and Office Administration
Outcome 4.1
Demonstrate an understanding of the role and function of a secretary in the organisation
Outcome 4.2
Use the telephone and demonstrate competence as a receptionist
Understand the principles of reprography
Outcome 4.3
Demonstrate your ability to:
(a) Prepare and handle correspondence and mail
(b) Manage records
(c) Use computer software (e.g. MS Word, Excel and Powerpoint) and the Internet and E-mail
Outcome 4.4
Draft the documentation related to meetings
Outcome 4.5
Demonstrate an understanding of security measures (including health and safety) in a range of situations
Unit 5
Financial Accounting
Outcome 5.1
Record income and receipts for a sole proprietorship
Outcome 5.2
Make and record payments for a sole proprietorship
Outcome 5.3
Prepare ledger balances and an initial trial balance for a sole proprietorship
Outcome 5.4
Process year-end adjustments and prepare income statements and balance sheets for a sole proprietorship
Outcome 5.5
Explain the key legal requirements (from an ownership, accounting and taxation perspective) for sole
proprietorships, partnerships, close corporations and companies
Also explain how the financial statements for Outcome 5.4 would differ (if the legal entity was a partnership,
close corporation or company) with respect to owners’ equity, taxation and profit distribution
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 5 of 73
Unit 6
Cost and Management Accounting
Outcome 6.1
Demonstrate a knowledge of various methods of labour remuneration
Outcome 6.2
Demonstrate an understanding of fixed and variable overheads; how to allocate overheads; and how to deal
with over- or under-applied overheads
Outcome 6.3
Distinguish between process and job costing
Outcome 6.4
Demonstrate knowledge of stock valuation; also define equivalent units using FIFO and AWC stock
valuation methods
Outcome 6.5
Prepare contract accounts
Unit 7
Marketing
Outcome 7.1
Identify the elements and illustrate the dynamics of the marketing environment; also differentiate between
market segments and market sectors
Outcome 7.2
Demonstrate a basic understanding of marketing information systems
Outcome 7.3
Demonstrate an understanding of consumer behaviour and how products/services are developed to satisfy
consumer needs
Outcome 7.4
Relate how products, product development and pricing issues determine marketing decisions
Outcome 7.5
Describe the strategic marketing process taking into consideration marketing communication and the
logistics of marketing management
Outcome 7.6
Demonstrate an understanding of the elements of advertising
N.B. Evidence for Learning Outcome 1.5 of Unit 1 must be filed here as evidence for both Outcomes 1.5 and 7.6
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 6 of 73
Unit 1
Communication
Outcome 1.1
Identify, understand and apply concepts of communication theory
Also demonstrate an understanding of all the different graphic communication techniques
available
Outcome 1.2
Demonstrate the ability to write business correspondence (including emails) in appropriate styles:
(a) Internal memoranda
(b) External correspondence
(c) Reports
Outcome 1.3
Demonstrate an understanding of group dynamics and the procedures involved when leading or
participating in group activities in any organisation
Demonstrate an understanding of how oral presentations are prepared for and presented
Outcome 1.4
Outcome 1.5
N.B. For the qualification - this is to be demonstrated in written format at the assessment (national examination)
N.B. For the learnership - this must be demonstrated by delivering an actual oral presentation in the workplace
Demonstrate an understanding of the elements of advertising
N.B. File this evidence in Learning Outcome 7.6 of Unit 7 as evidence for both Outcomes 1.5 and 7.6
Instructions to the Learner
Specific guidelines are included for each of the five learning outcomes on the following pages
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 7 of 73
Learning Outcome 1.1
Identify, understand and apply concepts of communication theory
Also demonstrate an understanding of all the different graphic
communication techniques available
Portfolio of Evidence
Reference
Timing and
Completion Date
Instructions for each of the following tasks:
(a) Prior to assessment – the learner is to read, study and then use (for example
Word, Excel and/or Powerpoint) to present his/her evidence to the assessor
(b) At the assessment interview – the assessor will ask the learner to clarify his/her
understanding of the tasks by answering any additional questions orally
Task 1.1.1
Identify, understand and apply concepts of communication theory by providing the
assessor with the following:
 Draw a labelled diagram of the communication process and describe seven
parts/components that are involved in this process
 Identify at least six barriers that can hinder the communication process
 Describe at least four things that are assisting the communication process in your
own organisation or workplace
 Describe at least four things that are hindering the communication process in your
own organisation or workplace
 Draft an action plan of what you personally now intend to do to improve the
communication process in your own workplace
[Optional: you may also wish to include the last three bulleted items above in the
form of a report – refer to Task 1.2.1(c)]
Task 1.1.2
Demonstrate an understanding of all the different graphic communication techniques
available to the office administrator:
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 8 of 73
 Wherever possible, in all evidence for all the outcomes and tasks contained in this
document, the learner is to use as wide a range of tables, diagrams, graphs, charts,
headings, slides, objects, pictorials, colour, visuals, etc
 In all the evidence presented for assessment, the learner is encouraged to
demonstrate his/her ability to effectively use all the equipment, computer
hardware and software available in the workplace
 The learner must be able to explain and justify why specific graphic effects were
used for particular tasks and whether these were appropriate or not – if not, what
would have been better if costs or availability had not been a constraint
Learning Outcome 1.2
Demonstrate the ability to write business correspondence in appropriate
styles (including e-mails): (a) internal memoranda, (b) external
correspondence and (c) reports
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 1.2.1
Demonstrate the ability to write business correspondence in appropriate styles in the
workplace by providing the assessor with the following items that you have drafted and
distributed in the past 12 months:
(a) two internal office memoranda
(b) two items of external correspondence
(c) two reports (preferably one involving accounting/finance and the other for
office administration/practice)
Prepare a summary for each of the above six items as follows and hand to the assessor:
 The background to each communication
 What you intended to achieve by this method of communication
 Whether you in fact achieved what you originally set out to accomplish
 Given similar circumstances, would you do anything differently in the future
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 9 of 73
During the assessment interview, answer any other oral questions that the assessor may
wish you to clarify regarding any of the following:
 The internal memos
 The external correspondence
 The reports
Learning Outcome 1.3
Demonstrate an understanding of group dynamics and the procedures
involved when leading or participating in group activities in any organisation
Portfolio of Evidence
Reference
Timing and
Completion Date
Instructions for each of the following tasks:
(a) Prior to assessment – the learner is to read, study and then use (for example
Word, Excel and/or Powerpoint) to present his/her evidence to the assessor
(b) At the assessment interview – the assessor will ask the learner to clarify his/her
understanding of the tasks by answering any additional questions orally
Task 1.3.1
Demonstrate your understanding of the following by:
 Providing your own definition of a group
 Differentiating between at least four types of power that can be used by individual
group members during their interactions
 Differentiating between formal and informal groups
 Providing your own definition of group norms and group roles
 Describing at least 6 different roles that group members can perform that can either
help or hinder the group in achieving its goal/s
 Give two examples of formal groups that you are involved in at work and what
role/s you yourself perform in each group that help or hinder the group in
achieving your organisation’s objectives
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 10 of 73
 Give two examples of informal groups that you are involved in at work and what
role/s you yourself perform in each group that help or hinder your organisation in
achieving its objectives
[Optional: you may also wish to include the last two bulleted items here (as well as in
Task 1.3.2 below) in the form of a report – refer to Task 1.2.1(b) and file this report as
evidence there]
Task 1.3.2
Many textbooks on group dynamics use a four or five stage model to explain the group
development process:
 Define what you mean by group development
 Identify and describe each of the four or five stages in the group development
process – remember to give at least three examples of typical behaviours and/or
actions at each stage and how these help or hinder the process
 Refer back to one of the two formal groups at work that you used as an example
in Task 1.3.1 above – at which stage/s of the group development process is this
group operating – use at least four examples of behaviours or actions in order to
justify your selection
Learning Outcome 1.4
Demonstrate an understanding of how oral presentations are prepared for and
presented by delivering an actual oral presentation in the workplace
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 1.4.1
Provide the assessor with your plan/outline/notes for a ten minute oral presentation
on any one topic that you select from any one of the tasks within the 36 learning outcomes
comprising this learnership. Remember to include in your plan how you researched things
like: the topic, the venue, the audience’s needs and interests, etc
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 11 of 73
Now give an oral presentation to the assessor and at least one other witness.
(Before you start, explain to the assessor and the witness/es that your target audience is
meant to be a group of newly appointed ICB Office Administration learners and request
them to act out the role/s of typical members of such an audience.)
The assessor (and optionally the witness/es) will complete the following checklist during
your presentation and provide you with feedback:
 INTRODUCTION – “Tell them what you’ll tell them”
 Did you capture their attention?
 Did you highlight the objective/purpose of your presentation?
 BODY – “Tell them”
 Was the topic explained in a logical sequence?
 Did you cover no more than 4 to 6 main ideas/points?
 Were your explanations clear and relevant?
 Did you use practical examples to support your explanations?
 Did you demonstrate that you understood the topic?
 Optional – Were any visual aids that you used clear and appropriate?
 CONCLUSION – “Tell them what you told them”
 Did you summarise the objective and main ideas in your conclusion?
 Did you check for understanding by inviting questions at the end?
 Did you handle the questions appropriately?
 PRESENTATION SKILLS
 Was your voice audible and did you maintain eye contact?
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 12 of 73
Learning Outcome 1.5
Portfolio of Evidence
Timing and
Completion Date
Refer to Outcome 7.6
for evidence
Refer to Outcome 7.6
for competency
Refer to Outcome 7.6
for evidence
Refer to Outcome 7.6
for competency
Demonstrate an understanding of the elements of advertising - file this Reference
evidence in Unit 7 as evidence for both Outcome 1.5 and Outcome 7.6
Instructions for each of the following tasks:
(a) Prior to assessment – the learner is to read, study and then use (for example
Word, Excel and/or Powerpoint) to present his/her evidence to the assessor
(b) At the assessment interview – the assessor will ask the learner to clarify his/her
understanding of the tasks by answering any additional questions orally
Task 1.5.1
Demonstrate an understanding of the different types of advertising by describing (with
South African examples):
 Institutional or corporate advertising
 Product advertising
 Pioneering advertising
 Competitive advertising
 Comparative advertising
 How advertising differs from public relations
Task 1.5.2
Demonstrate an understanding of the different advertising media describing the
advantages and disadvantages (using South African examples) of:
 Newspapers
 Magazines
 Trade journals
 Yellow pages
 Direct mail
 Internet
 Radio
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 13 of 73
 Television
 Outdoor (billboards)
 Other
Task 1.5.3
Evaluate your own firm’s advertising:
 Which types of advertising (task 1.5.1 above) does it use and why?
Refer to Outcome 7.6
for evidence
Refer to Outcome 7.6
for competency
 Which advertising media (task 1.5.2 above) does it use and why?
 Would you recommend any changes and why?
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 14 of 73
Unit 2
Public Relations
Outcome 2.1
Understand how public relations developed, explain the purpose of PR and highlight the
advantages of PR to the modern organisation
Outcome 2.2
Understand PR in relation to the social environment that PR operates in
Outcome 2.3
Explain the purpose of PR activities/tasks and the characteristics of the various communication
media available
Apply PR techniques to achieve the aims and objectives of a particular organisation
Outcome 2.4
Outline the profile of a professional PR practitioner and the reasons for employing his/her services
Outcome 2.5
Describe how the PR profession regulates itself
Instructions to the Assessor for each of the tasks for each of the outcomes:
A. Prior to assessment – the learner is to read, study and then use (for example Word, Excel and/or Powerpoint) to package
and present his/her evidence to the assessor
B. At the assessment interview – the assessor will ask the learner to clarify his/her understanding of the tasks by answering
any additional questions orally
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 15 of 73
Learning Outcome 2.1
Portfolio of Evidence
Understand how public relations developed, explain the purpose of PR and Reference
highlight the advantages of PR to the modern organisation
Timing and
Completion Date
Task 2.1.1
Demonstrate knowledge about the background and development of public relations by
explaining:
 The issues faced by large businesses at the beginning of the 20th century and what
PR they used to help them with damage control
 Why and how PR developed in Europe after World War 2
 Why PR institutes were formed
 The purpose and some of the functions of PRISA in South Africa (use Task 2.5.1
as a guide to your answer here)
Task 2.1.2
Demonstrate an understanding of the purpose of PR:
 Give examples as to main reasons why an organisation wants to win the cooperation of groups of people and some of the PR techniques that can be used
 Why an organization wants two-way communication between itself and its target
public
 Why PR, as opposed to advertising, is used to get an organisation’s products and
services understood
 How does PR differ from advertising
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 16 of 73
Task 2.1.3
Highlight the advantages of PR in:
 Developing an overall corporate image and corporate identity as compared to
leaving different disciplines (engineers, architects, printers, etc) to employ their
own views on corporate image
 Handling employee communications and labour relations
 Crisis management with respect to preserving corporate image (refer to Task
2.3.8 below)
Learning Outcome 2.2
Understand PR in relation to the social environment that PR operates in
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 2.2.1
Discuss how PR is employed in, and its impact on, the following areas:
 Areas where social responsibility impacts  Employees
 Legal, environmental and safety compliance
 The transformation process in South Africa
 Areas of social investment – education, housing, health and job creation
 Areas of support outside of direct monetary/financial support  Providing organisational products or services
 Allocating the organisation’s employees to social projects
 Skills transfer
 Providing company venues
 Some methods to achieve the above outcomes  By focusing on ‘fewer but better’
 Balancing pure philanthropy with enhancing the corporate strategy
 Social investments in line with corporate strategy
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 17 of 73
Learning Outcome 2.3
Explain the purpose of PR activities/tasks and the characteristics of the
various communication media available
Portfolio of Evidence
Reference
Timing and
Completion Date
Apply PR techniques to achieve the aims and objectives of a particular
organisation
Task 2.3.1
Discuss in detail the factors below and explain why they contribute to a successful event:
 Planning
 Appropriate date
 Adequate resources
 Good venue and catering
Task 2.3.2
Add to the list below, and then expand on some good reasons for providing corporate
sponsorships:
 Improve corporate image
 Attract attention to a product or service
 As a result of PR problems being experienced
 Reason 4 ______________________
 Reason 5 ______________________
Add to the list below, and then expand on the characteristics of a good sponsorship:
 Good return on investment expected
 Serves as a supplement to, but not a substitute for, advertising
 Helps to reach specialised markets
 Helps to promote corporate identity
 Characteristic 4 ____________________________
 Characteristic 5 ____________________________
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 18 of 73
Task 2.3.3
Add to the list below, and then expand on some good reasons for exhibiting at exhibitions
and trade fairs:




Reaching the right type of audience at the stand
Liaison with the media
Reason 3 _______________________________
Reason 4 _______________________________
Add to the list below, and then expand on the methods that need to be employed in order
to ensure successful participation in an exhibition or trade fair from:





Determine the objectives of the stand
Appoint a focussed stand manager
Employ a reputable contractor and designer to create the stand
Method 4 _____________________________________
Method 5 _____________________________________
Task 2.3.4
Discuss how the correct selection and use of the location, facilities, etc. below will lead to
the success of conferences and seminars:









Venue
Programme
Relevant conference material
Seating
Equipment
Standard of facilities
Catering
Other 8 ______________________
Other 9 ______________________
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 19 of 73
Task 2.3.5
Discuss an open day around the topics below:
 Definition of an open day with respect to  Plant and facilities
 Who would be invited
 Other ______________________
 Explain why an open day may improve  Customer relations
 Community relations
 Relations with general public
 Employee relations
 Other ______________________
 Describe in more detail two of the elements below in an open day  Address by the MD or CEO
 Exhibition of company products or services
 Awards
 Films
 Tour of plant and facilities
 Other ______________________
Task 2.3.6
Discuss the advantages and disadvantages of each of the following in promoting good PR:






Sales bulletins
Newsletters
Magazines
Newspapers
Other 5 __________________________
Other 6 __________________________
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 20 of 73
Task 2.3.7
From the information below discuss:
 How each of the factors below affect corporate image  Size and nature of business
 Product performance
 Labour relations
 Earnings records
 Pricing and service
 Trademarks and logos
 Advertising
 How each the factors below affect a corporate identity programme  Development of visual concepts
 Adequate research
 Clear objectives
 Impact and clarity of message
 Feedback to ensure the right image is achieved
Task 2.3.8
Use a current crisis at work or a case study of a hypothetical crisis – e.g. strike, death of
employee due to poor safety standards, impending retrenchments, or any other – and apply
it below as instructed:
 Given the definition of a crisis – “a critical situation; a turning point” – explain
how your crisis would fit into this definition
 Would you say the crisis is  Immediate
 Emerging
 Sustained
and explain why you placed it into one of the above categories
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 21 of 73

How would you plan to effectively control the damage from your crisis using 
Effective structures – communication; clearly set out responsibilities; clear
policy & procedures; disaster plans

Identification of ‘hot spots’ and strategies to minimize damage

Media relations

Any other method 1 ______________________________

Any other method 2 ______________________________

Any other method 2 ______________________________
Task 2.3.9
Give brief descriptions of each of the PR techniques and/or activities below:












Scientific symposia
Public speaking engagements
Authority briefs submitted to agencies and committees
Media releases
Press conferences
Radio and TV interviews
Research
Publications
Corporate advertising
Lobbying
Networking
Press management
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 22 of 73
Learning Outcome 2.4
Portfolio of Evidence
Outline the profile of a professional PR practitioner and the reasons for Reference
employing his/her services
Timing and
Completion Date
Task 2.4.1
The profile below is considered essential for a successful PR practitioner.
Explain why these attributes are necessary. If you disagree then that is fine – as long as
your reasons are given! Why is a degree necessary, for example? Is ‘moral courage’ really
necessary given that the PR practitioner operates in a corporate environment? Etc?
 Relevant academic background – degree; diploma; SETA accredited PR courses
 Relevant experience – media, industrial relations, business management,
education, planning and logistics – or combinations thereof
 Membership of PRISA
 Personal characteristics  Organisational ability
 Administrative talent
 Proficiency in communications
 Tenacity and adaptability
 Moral courage and integrity
Task 2.4.2
Explain why you agree (or not) that the following situations below need PR services:
 A company needs professional assistance in projecting a suitable corporate image
(also refer to Task 2.3.7)
 To soften up a market prior to an advertising campaign
 To facilitate two way communication between the company and the public
 To remove barriers to communication
 Employee communication
 To set up a PR programme – situation analysis; set objectives; determine target
audience; develop message; strategy and action plans
 Crisis management (refer to task 2.3.8)
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 23 of 73
Learning Outcome 2.5
Describe how the PR profession regulates itself
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 2.5.1
PRISA (Public Relations Institute of SA) regulates its members as below.
Explain why and how society as a whole benefits from PRISA:
 The PRISA code of professional standards  Professional conduct – truth, accuracy, fairness and responsibility to the
public
 Continuing education and research to improve the competence of PR
practitioners
 Regulation of conduct towards
 Clients and employers
 Colleagues
 The business environment
 Channels of communication
 The state
 PRISA
 Other
 The disciplinary function exercised by PRISA when PR practitioners abuse their
position
 Any other?
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 24 of 73
Unit 3
Administrative Practice
Outcome 3.1
Outcome 3.2
Explain how corporate entities make use of individuals to think and act for them
With regard to meetings:
(a) Identify and explain the proceedings at a general meeting
(b) Demonstrate an understanding of administrative practice with regard to meetings of
clubs and companies
(c) Describe the procedures at meetings other than clubs and companies
(d) Define the term defamation and explain the defences that may be raised against
accusations of defamation in meetings
(e) Draft the agenda and minutes of meetings - file this evidence in Unit 4 as evidence for both
Outcome 3.2(e) and Outcome 4.4
(f) Write resolutions
(g) Identify extracts from minutes
Outcome 3.3
Draft reports
N.B. File this evidence in Learning Outcome 1.2 of Unit 1 as evidence for both Outcomes 1.2 (c) and 3.3
Outcome 3.4
Describe the conduct of a close corporation
Outcome 3.5
Describe the conduct of a trust
Instructions to the Assessor for each of the tasks for each of the outcomes:
A. Prior to assessment – the learner is to read, study and then use (for example Word, Excel and/or Powerpoint) to package
and present his/her evidence to the assessor
B. At the assessment interview – the assessor will ask the learner to clarify his/her understanding of the tasks by answering
any additional questions orally
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 25 of 73
Learning Outcome 3.1
Explain how corporate entities make use of individuals to think and act for them
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 3.1.1
Demonstrate an understanding the position of directors in a limited company by:
 Explaining the difference between directors and shareholders
 Discussing the difference between non-executive and executive directors and
listing some of the advantages of each
 Giving reasons for a person being disqualified as a director
 Outlining the procedures involved in appointing a director into his/her position
Task 3.1.2
Explain what the duties of directors are with respect to all of the following:





The company policy and strategies
Safety, environmental care and compliance to legislation
Interaction with managers of the company who are not themselves directors
Delegation of authority; and the paper trail to be used for this
General conduct at board meetings
Task 3.1.3
The learner must give typical examples to illustrate where directors either act in good
faith, or alternatively act in bad faith, in one of the following situations:
 Where a profitable contract is given to one of the company’s suppliers in which
the director has a substantial interest
 The assumption that a director will exercise care, diligence and skill in the
execution of his duties
 Where the director trades a high volume of shares of his company either privately
or on the JSE
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 26 of 73
Task 3.1.4
Give examples as to how a director can be affected by the following two bodies if he/she
has been proved to be reckless or negligent in the course of her/his duties:
 Trade creditors
 SA Revenue Service
Discuss the purpose of indemnity insurance with respect to the above
Task 3.1.5
Highlight the key similarities and differences in the responsibilities of directors of a
company and members of a close corporation by contrasting:
 The duties of members of a CC towards the CC and outsiders
 The duties of directors to the shareholders and outsiders
Learning Outcome 3.2
With regard to meetings:
(a) Identify and explain the proceedings at a general meeting
(b) Demonstrate understanding of administrative practice with regard to
meetings of clubs and companies
(c) Describe the procedures at meetings other than clubs and companies
(d) Define the term defamation and explain the defences that may be raised
against accusations of defamation in meetings
(e) Draft the agenda and minutes of meetings - file this evidence in Outcome
4.4 as evidence for both Outcomes 3.2 (e) and 4.4
(f) Write resolutions and identify extracts from minutes
Portfolio of Evidence
Reference
Timing and
Completion Date
[N.B. The procedures for meetings of clubs are very similar to those for companies – only
they are governed by the club’s constitution – this assessment is for companies]
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 27 of 73
Task 3.2.1
Demonstrate knowledge of the procedures at the Annual General Meeting (AGM) of a
limited company:
 Who can attend?
 Discuss what quorums are and how they apply to an AGM
 What is the role of the company chairman at these meetings?
 Discuss the following procedures at an AGM  Review of Annual Financial Statements
 Chairman’s speech – main content
 Election and remuneration of directors; appointment of auditors; control
over un-issued shares
 Adoption of resolutions
 Discuss the differences in voting by:
 A show of hands
 Taking a poll
 Proxy votes
Task 3.2.2
Board meetings are held regularly and the purpose is for directors to review the overall
performance of the company, direct strategy and raise resolutions as and when they are
necessary. In the light of this expand on the following:
 Explain where a director can be held liable for his conduct at a board meeting
 The difference between special resolutions and ‘round robin’ resolutions
 Duties of the board in keeping absent directors abreast of board discussions
 Difference between director attendance for critical board meetings and routine
board meetings
 Preparation for a board meeting
 Sequence of events at a board meeting
 Voting procedure
 Role and purpose of sub-committee meetings arising out of issues at the main
board meeting
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 28 of 73
Task 3.2.3
Demonstrate a knowledge of resolutions arising from a board meeting by describing:
 What a resolution is
 What the requirements are for a well drafted resolution
 The role played by the word ‘that’ in the drafting of a resolution!!
 Now draft three specimen resolutions selected from any of the following (the
learner can refer to any suitable text book for guidance):
 Appointment of committee; Approval of guarantee; Issue of a prospectus;
Allotment of shares; Transfer of shares; Adoption of agreement;
Declaration of interim dividend; Convening an AGM; Removing a director;
Extending borrowing powers
Task 3.2.4
Explain defamation; how it arises; and any recourse available against accusations within
the ambit below:
 Define what defamation is
 Give examples as to the delict, or criteria, that is necessary to constitute
defamation.
 What is the test for “wrongfulness” with respect to defamation?
 What could give cause to defamation with respect to  Directors
 Auditors
 Conduct/accusations at meetings
 Explain valid defences that the accused (i.e. the person being sued for
defamation) can raise to prove his/her comments were not defamatory, even if the
recipient felt adversely affected by the statement
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 29 of 73
Task 3.2.5 (this is the same task as Task 4.4.1 and does not have to be repeated here)
Provide the assessor with two sets of agenda plus minutes of group meetings that you
have prepared and distributed in the past 12 months, and then clarify verbally:









Refer to Outcome 4.4.1
for evidence
Refer to Outcome 4.4.1
for competency
Portfolio of Evidence
Reference
Timing and
Completion Date
Refer to Outcome 1.2(c)
for evidence
Refer to Outcome 1.2(c)
for competency
The background to each meeting
What you intended to achieve when you distributed the agenda
Whether you achieved what you originally set out to accomplish with the agenda
What some of the group dynamics and difficulties were that emerged at the
meeting
How you set out to plan, take notes, organise and finally draft the minutes
Why you decided on the particular format/layout you chose for your minutes
Whether the meeting in fact achieved what the group originally set out to
accomplish
Whether responsibilities, actions and deadlines agreed at the meeting were
achieved
Given similar circumstances, would you do anything differently in the future
Learning Outcome 3.3
Draft reports
N.B. File this evidence in Learning Outcome 1.2 as evidence for both Outcome 1.2(c) and
Outcome 3.3
Task 3.3.1
Demonstrate the ability to draft reports in appropriate styles in the workplace by providing
the assessor with two reports (preferably one involving accounting/finance and the other
for administrative practice) that you have drafted and distributed in the past 12 months
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 30 of 73
Learning Outcome 3.4
Describe the conduct of a close corporation
Portfolio of Evidence
Reference
Competency confirmed
Assessor’s initials & date
Task 3.4.1
Demonstrate knowledge as to the formation of a close corporation by explaining:









CK1 forms and key information
CK2 and CK2A forms and key information
CK7 forms and key information
Name reservation and registration
Membership interest and Members’ contribution
Certificates of member’s interest
Changes in membership
Who can be members – persons only or juristic entities?
Disqualification of members
Task 3.4.2
Discuss the position of members in a CC with respect to:
 Limited liability
 Instances where members can be personally liable  when activities of a close corporation adversely affect third parties
 where the CC is derelict in conformance to legislation (including tax
payments to SARS)
 member/s signing suretyship for loans
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 31 of 73
Task 3.4.3
Discuss the statutory requirements of close corporations with respect to:
 Annual Financial Statements
 Appointment of the Accounting Officer
 Annual returns to the Registrar of Companies
 Record retention
 Winding up and deregistration
Learning Outcome 3.5
Portfolio of Evidence
Reference
Describe the conduct of a trust
Competency confirmed
Assessor’s initials & date
Task 3.5.1
Demonstrate an understanding of the nature of, and the differences between, various types
of trusts:
 Explain the difference between an ownership trust and a bewind trust
 Explain the difference between a testamentary trust and a trust inter vivos
 Explain the difference between trusts with an impersonal objective and private
trusts specifically for beneficiaries
 Explain what a business trust is
 List some essential criterion in the creation of a trust, e.g. there must be an
intention to create a trust; etc.
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 32 of 73
Task 3.5.2
Demonstrate a knowledge of who the parties to a trust are and also the position of the
trustee/s of a trust, by describing and explaining:
 The parties to a trust –
 The founder
 The trustee
 The beneficiary
 Who can appoint a trustee?
 What the duties of trustees are
 Reasons as to exclusion of a person as a trustee
 The differences in the power and authority of a trustee with respect to  A discretionary trust
 A non discretionary trust
 What would lead to the termination of a trusteeship?
 Other trustee matters – trust property: remuneration; litigation
 Reasons for the termination of trusts
Task 3.5.3
Briefly explain the position and the rights of beneficiaries in trusts for the following  What recourse does the trust beneficiary have if he/she is not happy with trustee
performance?
 What rights does a beneficiary have in respect of the capital and/or income in a
trust for 

A bewind trust?
An ownership trust?
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 33 of 73
Unit 4
Business and Office Administration
Outcome 4.1
Demonstrate an understanding of the role and function of a secretary in the organisation
Outcome 4.2
Use the telephone and demonstrate competence as a receptionist
Understand the principles of reprography
Outcome 4.3
Demonstrate your ability to:
(a) Prepare and handle correspondence/mail
(b) Manage records
(c) Use computer software (e.g. MS Word, Excel and Powerpoint) and the Internet and E-mail
[learners do not have to prepare (draft/write) correspondence here as this is part of Learning Outcome 1.2
of Unit 1 (Communication) and will be assessed there]
Outcome 4.4
Draft the documentation related to meetings
Outcome 4.5
Demonstrate an understanding of security (including health and safety) measures in a range of
situations at work
Instructions to the Assessor for each of the tasks for each of the outcomes:
A. Prior to assessment – the learner is to read, study and then use (for example Word, Excel and/or Powerpoint) to package
and present his/her evidence to the assessor
B. At the assessment interview – the assessor will ask the learner to clarify his/her understanding of the tasks by answering
any additional questions orally
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 34 of 73
Learning Outcome 4.1
Portfolio of Evidence
Demonstrate an understanding of the role and function of a secretary in the Reference
organisation
Timing and
Completion Date
Task 4.1.1
List and explain the stages involved in office administration:
 Receiving incoming information
 Processing information
 Recording, classifying and filing
 Controlling information and making it available for people to take action
 Transmitting outgoing information
Task 4.1.2
Organise diaries, appointments and travel arrangements:
 Plan and organise a personal daily work routine based on given tasks  Identify tasks and prioritise tasks for a given day
 Separate tasks into achievable components and select resources needed to
complete the tasks
 Complete tasks within designated timelines and/or reprioritise in responses
to reviewed instruction
 Schedule appointments, meetings and events  For visitors/events expected with appointments
 For visitors/events expected without appointments
 For visitors/events not expected (without appointments)
 Using calendars/planners/schedules/boards and/or electronic scheduling
(N.B. A meeting is an appointment to which you invite people and resources
while an event is an activity that can last 24 hours or longer)
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 35 of 73
 Make business travel and accommodation arrangements and bookings from a
given itinerary  Clarify purpose of travel and itinerary
 Identify travel and accommodation requirements
 Make bookings
 Check documentation and rectify discrepancies
 Finalise itinerary and forward details to the traveller within designated
deadlines
Tasks 4.1.3 to 4.1.10
Other important functions of a secretary are covered in various other learning units as
follows:
 4.1.3 Writing business correspondence - Outcome 1.2
 4.1.4 Establishing and maintaining professional working relationships
(individual and group) with superiors, colleagues and clients - Outcome 1.3
 4.1.5 Reception protocol and customer service - Outcome 4.2
 4.1.6 Effective use of the telephone and office & reprographic equipment Outcome 4.2
 4.1.7 Effective use of computer hardware, software and internet – Outcome 4.3
 4.1.8 Handle correspondence/mail and manage records – Outcome 4.3
 4.1.9 Co-ordinate meetings, take minutes and draft all the documentation related
to meetings – Outcomes 3.2 and 4.4
 4.1.10 Prepare, check and record various financial source documents and handle
petty cash – some aspects of Outcomes 5.1 and 5.2
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 36 of 73
Learning Outcome 4.2
Use the telephone and demonstrate competence as a receptionist
Portfolio of Evidence
Reference
Timing and
Completion Date
Understand the principles of reprography
Task 4.2.1
Operate a telephone system effectively in the workplace:
 Use all the features of the system
 Follow the procedures in the operating manual
 Answer calls promptly and clearly using the company’s protocol procedures
 Correctly identify callers and establish their requirements
 Give only disc losable information
 Transfer calls to the correct location/person promptly
 Record messages effectively using clear and concise language
 Distribute messages according to organisational procedures
 Make calls using organisational protocol procedures
 Convey the message clearly and concisely
 Write up an induction guide for a new/relief telephone receptionist on all of the
above organisational protocol, techniques and procedures (note that this induction
guide could well also be used as evidence for one of your reports in Learning
Outcome 1.2 (c)
Note that there are two ways that some of the above items can be assessed:
1. Before the assessment interview – but after the learner has formally notified the
assessor that he/she is ready to be assessed - the assessor and/or a witness may
conduct an actual assessment by direct observation in the actual workplace
without warning, e.g. by phoning in during working hours and acting as a
potential or existing client
2. During the assessment interview – the assessor may conduct an assessment by
observing or participating in a telephonic roleplay activity involving a potential
or existing client
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 37 of 73
Task 4.2.2
Receive visitors and attend to their needs so as to ensure a positive image of the
organisation (this includes external visitors and internal staff):







Maintain a warm, friendly, neat and professional reception environment
Receive visitors promptly and courteously
Establish visitors’ through appropriate and polite questioning and active listening
Interact courteously with clients and staff and project a positive corporate image
Direct or escort visitors as appropriate
Explain courteously the reasons for any delay or non-availability
Identify any situations outside area of responsibility and obtain assistance from
the appropriate person promptly
 Write up an induction guide for a new/relief receptionist on all of the above
organisational protocol, techniques and procedures (note that this induction guide
could well also be used as evidence for one of your reports in Learning Outcome
1.2 (c)
Note that there are two ways that some of the above items can be assessed:
1. Before the assessment interview – but after the learner has formally notified the
assessor that he/she is ready to be assessed - the assessor and/or a witness may
conduct an actual assessment by direct observation in the actual workplace
without warning, e.g. by visiting the reception area during working hours and
acting as a potential or existing client
2. During the assessment interview – the assessor may conduct an assessment by
observing or participating in a roleplay activity involving a visit by a potential or
existing client
Task 4.2.3
Demonstrate the ability to understand the principles of reprographics and to use all the
reprographic and other related equipment that is available in your office:
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 38 of 73
 Describe at least three reprographic equipment/processes that are used in your
organisation (or by a supplier for your organisation)  Photocopiers
 Computer printers
 Other 3 _____________________
 Demonstrate your ability to use and maintain two of the above four reprographic
equipment and/or processes that are used in your organisation  1 _____________________
 2 _____________________
 Demonstrate your ability to use and maintain at least three other items of
equipment that are used in your office  Binders and/or laminators
 Other 2 _____________________
 Other 3 _____________________
Learning Outcome 4.3
Demonstrate your ability to:
(a) Prepare and handle correspondence/mail
(b) Manage records
(c) Use computer software (e.g. MS Word,/Excel/Powerpoint) and the
Internet and E-mail
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 4.3.1
[This task will not include the ability to write business correspondence (e-mails,
memoranda and letters) in appropriate styles – this is included and will be assessed in
Learning Outcome 1 on Communication]
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 39 of 73
Receive, process and distribute incoming mail and correspondence (including e-mail):
 Collect, open, check and, where appropriate, register incoming mail so as to
ensure accuracy of records
 Identify and distribute urgent and confidential mail to the correct person/location
 Sort mail and despatch to correct location promptly
 Identify, record and report any damaged, suspicious or missing items promptly
Receive, process, register and despatch outgoing mail (including instructions by e-mail):
 Collect outgoing mail from each section
 Check and sort mail to ensure that all items are correctly prepared for despatch
 Fold, address and package mail
 Classify, weigh and stamp/frank mail according to postal requirements
 Arrange for collections by designated courier/s
 Record despatch details accurately
 Despatch mail to meet designated deadlines
Task 4.3.2
Demonstrate the ability to manage records (including both paper and electronic records)
effectively by (a) handling, (b) processing and (c) maintaining records/documents/ files
systematically and securely.
(a) Handling records:
 Classify and sort documents to maintain the integrity of each of the following
systems where appropriate  Alphabetic
 Numeric
 Geographic
 Subject
 Chronological
 Electronic filing
 Other
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 40 of 73
 Refer classification uncertainties to an appropriate authority
 Index and file documents in the correct locations, e.g.  Lever –arch files
 Filing cabinets
 Box files
 Off-site locations, e.g. Metrofile
 MS Office (or other software) folders, sub-folders and files
 E-mail inbox & outbox folders and sub-folders (MS Outlook, etc)
 Other
 Identify and retrieve files/documents in both paper-based and electronic systems
while implementing safety procedures, e.g.  Locate and extract specified files/documents within designated timelines
 Record file/document movement and destination in accordance with
security procedures
 Despatch file/document to nominated person ensuring confidentiality
procedures are followed
(b) Processing records:
 Update and modify existing organisational records to allow for easy access  Enter records in each file register regularly and accurately to ensure the
integrity of the filing system
 Collect, sort and place individual items in the filing system
 Cross reference files as directed for easy access
 Archive files as directed  Remove inactive files from working system, record on register and
store/archive
 Remove dead/obsolete files from system, record on register and
archive/destroy as directed
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 41 of 73
(c) Maintaining records:





Collect and collate information to be incorporated into a new file (or MS folder)
Create a new file promptly and index accurately
Record the new file on the system register
Establish multiple files/subfiles (or MS folders, sub-folders and files)
Identify and archive inactive and dead files
Task 4.3.3
Demonstrate the ability to use computer software effectively (inputting, checking,
distributing, downloading, printing, filing) and securely (passwords, backup, storage, data
integrity, confidentiality):






Wordprocessing (MS Word or similar)
Spreadsheet (MS Excel or similar)
Graphics (if you do not have a special graphics package on your PC – use Excel)
Database (if you do not have a special database package on your PC – use Excel)
E-mail (MS Outlook, Outlook Express or similar)
Internet Explorer
Learning Outcome 4.4
Draft documentation related to meetings
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 4.4.1 (this is the same task as Task 3.2.5 and does not have to be repeated
there)
Provide the assessor with two sets of agenda plus minutes of group meetings that you
have prepared and distributed in the past 12 months, and then clarify verbally:
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 42 of 73









The background to each meeting
What you intended to achieve when you distributed the agenda
Whether you achieved what you originally set out to accomplish with the agenda
What some of the group dynamics and difficulties were that emerged at the
meeting
How you set out to plan, take notes, organise and finally draft the minutes
Why you decided on the particular format/layout you chose for your minutes
Whether the meeting in fact achieved what the group originally set out to
accomplish
Whether responsibilities, actions and deadlines agreed at the meeting were
achieved
Given similar circumstances, would you do anything differently in the future
Learning Outcome 4.5
Portfolio of Evidence
Demonstrate an understanding of security measures (including health and Reference
safety) in a range of situations
Timing and
Completion Date
Task 4.5.1
Demonstrate an understanding of safety and security in your office environment:
 Describe what you personally do to ensure that  Your office is orderly, tidy and free from hazards
 You recognise and promptly report potential hazards
 You deal competently with any hazardous or potentially hazardous
situations
 Describe your company’s safety procedures and practices for dealing with  Access control and security for visitors, vehicles, possessions (e.g.
firearms, computers, etc)
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 43 of 73
 Access control, behaviour and security for the different categories of staff
 Fires and other emergencies
 Accidents at work
Task 4.5.2
Demonstrate an ability to react professionally to health, safety and security situations in
your workplace:
 Given the following actual or hypothetical incidents at work, perform the
following activities  A colleague in your office slipped in the passage and is unconscious you are the only witness and she appears to have sustained a badly
gashed forehead and a broken leg – describe what you will do
immediately and then later when, as part of your duties, you officially
report the accident in compliance with the COID Act
 There is an electrical fault and a fire breaks out in your office - describe
what you will do immediately – then describe what you will need to do
later in terms of any legislation and the company’s own policies and
procedures
 You have been asked to take responsibility for first aid for your office
building which consists of one office floor, with 10 offices for 20 staff
and an outside parking area – motivate what items you wish to include in
a first aid kit and why; what first aid training you propose and why; and
then prepare a costing – now, assuming that your proposal and budget
have been approved by management, prepare a sample official order as
well as a cheque requisition
 One of your own filing clerks has just informed you that she has just been
diagnosed as HIV positive and asks for your advice and support –
summarise your company’s Aids Policy for this employee and also
describe what personal actions you will be taking over the next six
months in your capacity as her supervisor to support her
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 44 of 73
Unit 5
Financial Accounting
Outcome 5.1
Record income and receipts for a sole proprietorship
Outcome 5.2
Make and record payments for a sole proprietorship
Outcome 5.3
Prepare ledger balances and an initial trial balance for a sole proprietorship
Outcome 5.4
Process year-end adjustments and prepare income statements and balance sheets for a sole
proprietorship
Outcome 5.5
Explain:
(a) the key legal requirements (from an ownership, accounting and taxation perspective) for sole
proprietorships, partnerships, close corporations and companies
(b) how the financial statements for Outcome 5.4 would differ (if the legal entity was a partnership,
close corporation or company) with respect to owners’ equity, taxation and profit distribution
Instructions to the Assessor
Request the learner to produce a minimum of three documentations each (for all the aspects of tasks 5.1, 5.2, 5.3 and
5.4 to enable you, as the Assessor, to evaluate the evidence supplied for this unit
Also request the learner to produce a summary in tabular format for each of tasks 5.5 (a) and 5.5 (b) and then to
demonstrate his/her knowledge and understanding by answering your questions
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 45 of 73
Learning Outcome 5.1
Record income and receipts for a sole proprietorship
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 5.1.1
Process source documents relating to all types of goods and services (of a capital or
revenue nature) supplied :
 Prepare and check invoices and credit notes
 Ensure VAT compliance
 Process sales, sales returns and general journals using both the periodic and
perpetual inventory systems
 Post these journals to the general, debtors and creditors ledgers
Task 5.1.2
Receive and record receipts (of a capital or revenue nature):
 Check and reconcile receipts against e.g. statements, invoices, till registers,
deposit slips and electronic banking records
 Process cash receipts journals and any related general journal entries using both
the periodic and perpetual inventory systems
 Check and process interest and cash/settlement discounts and reversals of
payments
 Ensure VAT compliance
 Post journals to the general, debtors and creditors ledgers
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 46 of 73
Learning Outcome 5.2
Make and record payments for a sole proprietorship
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 5.2.1
Process documents relating to all types of goods and services (of a capital or revenue
nature) received:
 Check invoices, debit notes and credit notes against e.g. quotes, orders, trade
discounts, delivery notes, proof of delivery signatures, VAT compliance, etc
 Identify discrepancies in pricing, quantities delivered, discounts, etc.
 Process purchases, purchases returns and general journals using both the periodic
and perpetual inventory systems
 Post journals to the general, debtors and creditors ledgers
 Check and reconcile creditors’ statements
Task 5.2.2
Prepare, make and record authorised payments (of a capital or revenue nature):
 Calculate, check, reconcile, schedule and make payments against e.g. statements,
invoices, cheque/electronic requisitions, signatures, electronic banking records,
etc
 Process cash payments journals and any related general journal entries using both
the periodic and perpetual inventory systems
 Check and process interest and cash/settlement discounts and reversals of receipts
 Ensure VAT compliance
 Post journals to the general, debtors and creditors ledgers
 Reconcile creditors statements
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 47 of 73
Learning Outcome 5.3
Record income and receipts for a sole proprietorship
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 5.3.1
Use evidence from learning outcomes 5.1 and 5.2 to demonstrate an understanding of
how:
 Cash, credit and other transactions are processed from source documents into all
the journals (subsidiary books) in compliance with statutory legislation (e.g. VAT,
Employees Tax, SDL and UIF)
 Journals (subsidiary books) are posted to the general, debtors and creditors ledgers
 All the accounts are balanced
Task 5.3.2
Perform a month-end bank reconciliation:
 Entries on the bank statement are compared (ticked off) to entries in the cash book
 Differences are highlighted in the cash book or bank statement and itemised
 Entries on bank statement not recorded in the cash book (cash receipts and
payments journals) are entered in the cash book
 Other differences and bank errors are entered in the bank reconciliation statement
 Draft a monthly bank reconciliation statement to reconcile the bank statement
balance and the general ledger bank account
Task 5.3.3
Prepare ledger balances and reconcile control/clearing accounts:
 Prepare a debtors list and reconcile to the debtors control account
 Prepare a creditors list and reconcile to the creditors control account
 Given a simple salary register, post this to the general ledger and reconcile all the
payroll and statutory clearing/control accounts as well as the VAT control
account
 Identify and resolve (or refer) any discrepancies
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 48 of 73
Task 5.3.4
Draft an initial (pre-adjustment) trial balance:
 The trial balance must balance
 Any discrepancies and/or anomalies must be identified and resolved (or reported)
Learning Outcome 5.4
Portfolio of Evidence
Process year-end adjustments and prepare income statements and balance Reference
sheets for a sole proprietorship
Timing and
Completion Date
Task 5.4.1
Given a pre-adjustment trial balance for a sole trader, provide for and journalise the
following simple adjustments:
 Stock valuation and cost of sales (periodic and perpetual inventory methods)
 Stock valuation and cost of sales (using FIFO, LIFO and Average Weighted Cost
methods)
 Depreciation (straight-line and diminishing balance methods)
 Prepaid and accrued expenses
 Prepaid and accrued income
 Reversals of accruals and prepayments
 Corrections of errors
 Bad debts written off (no provision for doubtful debts)
 Profit and/or loss on disposal of assets
Task 5.4.2
Use the information generated in task 5.4.1 above to draft the following two financial
statements in accordance with GAAP:
 Income Statement
 Balance Sheet
 In these financial statements, include either:
(a) brief notes to highlight the details of line items or
(b) expand on these line items in more detail
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 49 of 73
Learning Outcome 5.5
Explain:
(a) the key legal requirements (from an ownership, accounting and taxation perspective)
Portfolio of Evidence
for sole proprietorships, partnerships, close corporations and companies
Reference
(b) how the financial statements for Outcome 5.4 would differ (if the legal entity was a
partnership, close corporation or company) with respect to owners’ equity, taxation and
profit distribution
Timing and
Completion Date
Task 5.5.1
Using MS Word or Excel, the learner must provide the assessor with a summary in tabular
format that highlights the key differences (from a legal, ownership, accounting and tax
perspective) between the following types of business entities:
 Sole Proprietorship
 Partnership
 Close Corporation
 Private Company
 Public Company
The assessor will then ask the learner questions to clarify and test his/her knowledge and
understanding of these key differences and make notes on the learner’s summary table
Task 5.5.2
The learner must use one of his/her documentations of task 5.4.2 above to prepare a
second summary in tabular format to highlight the key differences in the presentation of
the Financial Statements (Income Statement and Balance Sheet) of the following business
entities:
 Sole Proprietorship
 Partnership
 Close Corporation
 Company - Private or Public
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 50 of 73
The assessor will then ask the learner questions to clarify and test his/her basic knowledge
and understanding of the following key differences in each entity’s financial statements
and make notes on the learner’s summary table:
 How profits are taxed and distributed
 What Owners’ Equity consists of and how it is calculated
 What kind of verification/auditing is required
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 51 of 73
Unit 6
Cost and Management Accounting
Outcome 6.1
Demonstrate a knowledge of various methods of labour remuneration
Outcome 6.2
Demonstrate an understanding of fixed and variable overheads; how to allocate overheads; and
also how to deal with over- or under-applied overheads
Distinguish between absorption costing and marginal costing; and then use marginal costing to
calculate breakeven
Outcome 6.3
Distinguish between process costing and job costing
Outcome 6.4
Demonstrate a knowledge of stock valuation; also define equivalent units using FIFO and AWC
stock valuation methods
Outcome 6.5
Prepare contract accounts
Instructions to the Assessor for each of the tasks for each of the outcomes:
A. Prior to assessment – the learner is to read, study and then use (for example Word, Excel and/or Powerpoint) to package
and present his/her evidence to the assessor
B. At the assessment interview – the assessor will ask the learner to clarify his/her understanding of the tasks by answering
any additional questions orally
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 52 of 73
Learning Outcome 6.1
Demonstrate a knowledge of various methods of labour remuneration
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 6.1.1
Provide information for three wage earners:
 Normal hours worked and the hourly rate
 Overtime hours worked
 Overtime hours on a Sunday
 PAYE/SITE and UIF deductions
 Pension fund deduction
From this information prepare the three payslips; include gross pay, deductions for
SITE/PAYE, UIF & pension fund and net pay
Task 6.1.2
Calculate bonuses for a staff of at least 6 workers based on one of the following schemes:
 Rowan bonus scheme
 Hasley bonus scheme
 Another bonus scheme made up of appropriate productivity measurements
Task 6.1.3
Using the three payslips from Task 6.1.1 above, and including amounts for the company
contribution to the pension fund, prepare a wages register and draft a weekly or monthly
journal entry to include:
 Gross amount to wages control
 Net wages for payment to employees
 Pension fund liability
 UIF liability
 SITE/PAYE liability
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 53 of 73

Demonstrate how wage costs are journalised to various cost centres from the wage
control account based on wages paid, a % factor and/or the number of workers per
cost centre

Also explain how the labour costs for a labour force of, say, 50 workers would be
allocated from the wages control to various cost centres in an accounting system
Task 6.1.4
Provide a simple flow chart setting out:

How either –


Clock cards or
Electronic swipe records
are collected and hours summarised for employees

How the cards are fed into or downloaded into a standard software system for
wages

How gross pay is calculated and how deductions are calculated

How various cost summaries are prepared and printed
Just the concept and not all the detail are required
Briefly describe the advantages of a payroll software system over a manual system taking
volumes of data into consideration, and name two popular payroll software packages
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 54 of 73
Learning Outcome 6.2
Demonstrate an understanding of fixed and variable overheads; how to allocate overheads; Portfolio of Evidence
and how to deal with over- or under-applied overheads
Reference
Timing and
Completion Date
Distinguish between absorption costing and marginal costing; and use marginal costing to
calculate a breakeven point
Task 6.2.1
Demonstrate knowledge of the difference between fixed costs and variable costs by
carrying out the following exercises:


Classify the following costs into fixed and variable – wages, salaries, electricity,
rent, depreciation, machine consumables, petrol for delivery vehicles, advertising,
bank charges, telephones, stationery
Draw two graphs 1. Fixed costs – use one line for plotting how total fixed costs move in
relation to increased production and sales; and another line plotting how
fixed costs per unit move in relation to increased production and sales
2. Variable costs – use one line for plotting how total variable costs move in
relation to increased production and sales; and another line plotting how
variable costs per unit move in relation to increased production and sales
Task 6.2.2
Demonstrate an understanding of marginal costing by showing how breaking up costs into
variable costs and fixed costs can be applied to basic breakeven analysis:




Use the selling price per unit and variable cost per unit to calculate the
contribution margin per unit
Calculate breakeven units (volume) using total fixed costs and contribution
margin per unit
Also calculate the breakeven sales (in rands)
Given all the above, also calculate the number of units needed to achieve a target
profit
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 55 of 73
Task 6.2.3
Demonstrate an understanding of absorption costing by setting out an income statement in
(i) marginal costing and (ii) absorption costing layout, given the following sales and cost
information:
 Sales
 Factory variable costs
 Factory fixed costs
 Selling and admin variable costs
 Selling and admin fixed costs
Task 6.2.4
Demonstrate an understanding of how to allocate overheads to departments, given expense
line items with distribution criteria for three departments:
 Examples of cost line items  Wages
 Canteen costs
 Depreciation
 Rent
 Insurance for machinery
 Examples of distribution (allocation) criteria  Number of employees per department
 Value of machinery per department
 Square metres of floor space per department
Task 6.2.5
Demonstrate knowledge of the impact of volumes in accounting for fixed overheads:
 Volume variances for fixed overheads in a standard accounting system
 Describe what over and under applied overheads are
 Draft a journal entry to clear an over applied overhead
 Draft a journal entry to clear an under applied overhead
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 56 of 73
Learning Outcome 6.3
Distinguish between process costing and job costing
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 6.3.1
Demonstrate knowledge of the difference between process costing and job costing:
 Describe process costing  The nature and attributes of the type of products and operations that fall
under process costing
 Give some examples of the type of businesses that would use process
costing
 Provide a description of how costs are accumulated and distributed
 Describe how standard costs are used in process costing
 Describe job costing  Give some examples of the type of products and businesses that would use
job costing
 Describe how costs would be accumulated on a job card
 Explain why actual costs (and not standard costs) are used in job costing
Task 6.3.2
Draw a basic flow diagram to illustrate:
 Process costing
 Job costing
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 57 of 73
Learning Outcome 6.4
Portfolio of Evidence
Demonstrate a knowledge of stock valuation; also define equivalent units Reference
using FIFO and AWC stock valuation methods
Timing and
Completion Date
Task 6.4.1
Demonstrate knowledge of both FIFO (first in first out) and AWC (average weighted cost)
in a perpetual stock system by calculating year-end values for both stock (inventory) and
cost of sales, given:




Two purchases with unit cost increasing
One sale using a mix of the first two purchases
Then an additional two more purchases with unit cost increasing
Finally another sale using a mix of the last two purchases as well as the remainder
of the first set of purchases
Then contrast the above by using the periodic stock method to arrive at a FIFO valuation
for year-end values for stock and cost of sales
Task 6.4.2
Demonstrate knowledge of process costing by:




Describing what it is
Demonstrate why ‘equivalent units’ are used in process costing
Distinguish between material costs and ‘making costs’ (wages and overheads)
Explain why materials are valued without equivalent units; but why the making
value requires the use of equivalent units
 Discuss how FIFO and AWC stock valuation can be applied to process costing
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 58 of 73
Learning Outcome 6.5
Portfolio of Evidence
Reference
Prepare contract accounts
Timing and
Completion Date
Task 6.5.1
Select a case study example (or work from an actual contract at work) which includes the
following transactions:
 Expenses for the contract incurred during the contract period; wages, salaries, plant
hire costs, materials, head office expenses, and other expenses
 Some balances carried forward from the previous contract period – materials,
plant, accrued wages
 Some closing balances to be carried forward to the next period – materials, plant,
accrued wages
 Provide a value of work certified
Prepare a contract WIP (work in progress) account from this information and calculate a
net balance to be carried forward to the next period
Task 6.5.2
Demonstrate how the estimated total profit of a contract can be established:
 Extract the cost of the contract to date from the amount arrived at in task 6.5.1
above
 Provide for the balance of costs expected to be incurred for the remainder of the
contract
 Provide an amount for contingencies
 Provide for some closing balances that can be used elsewhere on another contract,
e.g. materials and plant
 Provide the final contract price or total revenue for the contract
 Calculate the final estimated profit for the contract based on all the above
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 59 of 73
Task 6.5.3
Demonstrate an understanding of how to apportion the final estimated profit into the
contract value to date:
 Use the final profit for the contract (calculated in task 6.5.2 above) to calculate the
present value of a contract using one of the following –
 Cost of completion method
 Value of work certified to final contract sales

Calculate a reserve against apportioned profit based on cash received in relation to
work certified
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 60 of 73
Unit 7
Marketing
Outcome 7.1
Identify the elements and illustrate the dynamics of the marketing environment; also differentiate
between market segments and market sectors
Outcome 7.2
Demonstrate a basic understanding of marketing information systems
Outcome 7.3
Demonstrate an understanding of consumer behaviour and how products/services are developed to
satisfy consumer needs
Outcome 7.4
Relate how products, product development and pricing issues determine marketing decisions
Outcome 7.5
Describe the strategic marketing process taking into consideration marketing management and
marketing communication
Outcome 7.6
Demonstrate an understanding of the elements of advertising
N.B. Evidence for Learning Outcome 1.5 of Unit 1 must be filed here as evidence for both Outcomes 1.5 and 7.6
Instructions to the Assessor for each of the tasks for each of the outcomes:
A. Prior to assessment – the learner is to read, study and then use (for example Word, Excel and/or Powerpoint) to package
and present his/her evidence to the assessor
B. At the assessment interview – the assessor will ask the learner to clarify his/her understanding of the tasks by answering
any additional questions orally
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 61 of 73
Learning Outcome 7.1
Identify the elements and illustrate the dynamics of the marketing
environment; also differentiate between market segments and market sectors
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 7.1.1
Describe the attributes of the three types of competition below:
 Fair competition
 Monopoly
 Oligopoly
Task 7.1.2
List and describe (in one or two sentences each):
 Economic environment - three indices that measure economic performance  1 _____________________
 2 _____________________
 3 _____________________
 Social environment - three general aspects of the South African social
environment that affect’s the country’s business environment  1 _____________________
 2 _____________________
 3 _____________________
Task 7.1.3
Discuss aspects of a SWOT analysis:
 What does SWOT stand for?
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 62 of 73
 Arising from this SWOT analysis, provide at least three different types of
strategy can be pursued by a company –
 Strategy 1 _____________________
 Strategy 2 _____________________
 Strategy 3 _____________________


Task 7.1.4
Demonstrate your knowledge of the market segmentation process:






Give a definition of a market segment
How does a market segment differ from a market sector
Differentiate between a broad product market and a target market
Briefly describe the attributes of each of these two markets
Describe “shotgun” approach to a market and a “rifle” approach
How would product differentiation assist in reaching target markets?
Learning Outcome 7.2
Demonstrate a basic understanding of marketing information systems
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 7.2.1
Describe the advantages and disadvantages of the types of research methods below:
 Questionnaires
 Telephone canvassing
 In-depth personal interviews
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 63 of 73
Task 7.2.2
List various types of questions that will be asked when researching a market - two
examples are (but list more):








Who will buy the product?
Who are the competition?
3 ______________________
4 ______________________
5 ______________________
6 ______________________
7 ______________________
8 ______________________
Task 7.2.3
Identify eight steps in the marketing research process:








1 ______________________
2 ______________________
3 ______________________
4 ______________________
5 ______________________
6 ______________________
7 ______________________
8 ______________________
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 64 of 73
Learning Outcome 7.3
Demonstrate an understanding of consumer behaviour and how products and
services are developed to satisfy consumer needs
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 7.3.1
Discuss the motivation and psychological needs of individual consumers:
 Set out Maslow’s hierarchy of needs and give two examples as to what type of
consumer needs could be satisfied at each level
 List and discuss examples of three psychological influences for an individual –
 One example is - needs motivate customers and customers seek benefits
to meet their needs
 Example 2 _______________________________
 Example 3 _______________________________
Task 7.3.2
Discuss three aspects about the profile of a company/organisation that may influence
consumers when they purchase goods or services from a company:
 Aspect 1 _______________________________
 Aspect 2 _______________________________
 Aspect 3 _______________________________
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 65 of 73
Task 7.3.3
Give an example of each type of product below, and then discuss the attributes of each
product class:
 Example of a convenience product ____________________
 Attribute 1 _________________________
 Attribute 2 _________________________
 Attribute 3 _________________________
 Example of a shopping product ____________________
 Attribute 1 _________________________
 Attribute 2 _________________________
 Attribute 3 _________________________
 Example of a speciality product ____________________
 Attribute 1 _________________________
 Attribute 2 _________________________
 Attribute 3 _________________________
Task 7.3.4
Discuss how consumers are influenced by each of the two below:
 Branding
 Packaging
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 66 of 73
Learning Outcome 7.4
Relate how products, product development and pricing issues determine
marketing decisions
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 7.4.1
Briefly discuss the characteristics of each of the stages/phases in a product’s life cycle
below:
 Introduction
 Growth
 Maturity
 Decline
Additionally, describe the type of pricing policy likely to be employed during each stage
of a product’s life cycle:
 Introduction
 Growth
 Maturity
 Decline
Task 7.4.2
Give examples of how pricing decisions will be affected by the following:
 Sales expansion or gain in market share
 Profitability
 Competition
 Cost push (cost oriented)
 Demand pull (demand based)
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 67 of 73
Task 7.4.3
Explain the concepts below in terms of how they can affect pricing:
 Marginal costing
 Breakeven analysis
Task 7.4.4
Discuss the discount methods below:
 Discount on list price
 Promotional allowances
 Discount vouchers
 Rebates for volumes achieved
Task 7.4.5
Describe the following:
 Loss leaders
 Bait pricing
 Psychological pricing
 Product bundle pricing
Task 7.4.6
Write a short description of the middlemen functions below:
 Accumulating
 Bulk breaking
 Sorting
 Assorting
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 68 of 73
and then discuss briefly three advantages of middlemen:
 Advantage 1 _________________________
 Advantage 2 _________________________
 Advantage 3 _________________________
Task 7.4.7
Give three South African examples of the following types of middlemen:
 Retailers
 Wholesalers
 Agents/brokers
Learning Outcome 7.5
Describe the strategic marketing process taking into consideration marketing
management and marketing communication
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 7.5.1
Describe the “4 Ps” of marketing and give brief examples of how each one affects the
marketing mix in reaching a target market:
 P1 _______________________
 Examples _____________________________________________________
 P2 _______________________
 Examples _____________________________________________________
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 69 of 73
 P3 _______________________
 Examples _____________________________________________________
 P4 _______________________
 Examples _____________________________________________________
Task 7.5.2
Discuss aspects of providing customer value for each of the following:
 Taking the customer’s point of view to give customer satisfaction
 How customers perceive benefits and costs and how their buying decisions are
affected by this
 How competition affects customer decisions
Task 7.5.3
Discuss marketing management in relation to the following:
 Researching markets
 Forecasting consumer reaction to products depending on the 4 Ps
 Predicting product life cycles
Task 7.5.5
Discuss the attributes of the following types of companies, and give an example of each
type in South Africa today:
 Market leader
 Market challengers
 Followers
 Niches
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 70 of 73
Task 7.5.6
Case Study:
You have been asked to provide a summary of the structure of a marketing plan (in the
form of a diagram or mindmap or table highlighting the key components)
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 71 of 73
Learning Outcome 7.6
Demonstrate an understanding of the elements of advertising
N.B. Evidence for Learning Outcome 1.5 of Unit 1 must be filed here as evidence for both
Outcome 1.5 and Outcome 7.6
Portfolio of Evidence
Reference
Timing and
Completion Date
Task 7.6.1
Demonstrate an understanding of the different types of advertising by describing (with
South African examples):






Institutional or corporate advertising
Product advertising
Pioneering advertising
Competitive advertising
Comparative advertising
How advertising differs from public relations
Task 7.6.2
Demonstrate an understanding of the different advertising media describing the
advantages and disadvantages (using South African examples) of:







Newspapers
Magazines
Trade journals
Yellow pages
Direct mail
Internet
Radio
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 72 of 73
 Television
 Outdoor (billboards)
 Other
Task 7.6.3
Evaluate your own organisation’s advertising:
 Which types of advertising (task 7.6.1 above) does it use and why?
 Which advertising media (task 7.6.2 above) does it use and why?
 Would you recommend any changes and why?
ICB National Certificate: Office Administration Learnership
Workplace Training Record (Logbook) – Originated October 2006
Page 73 of 73