Batho Pele

BATHO PELE (CUSTOMER SERVICE)

  • PURPOSE

  • COURSE CONTENT

  • DELIVERY

  • ACCREDITATION

This course is intended for persons who work in the public sector. Persons credited with this unit standard demonstrate knowledge of the Batho Pele principles and apply them to their own roles in the service of the public.

  • Unit 1: Explain how the Batho Pele principles apply to own work roles

    1. Batho Pele principles are explained in the context of the learner's work situation. 
    2. The purposes of the Batho Pele principles are explained with examples. 
    3. The implications of the Batho Pele principles are identified for the climate and culture of the workplace. 
    4. An explanation is given of how the Batho Pele principles are reflected in the way the person does their work. 

    Unit 2 : Explain how the application of Batho Pele principles determines the way in which work is done

    1. An explanation is given which demonstrates how the Batho Pele principles should apply to the work of the department in which the individual is employed. 
    2. The way in which non-application of the Batho Pele principles should be dealt with in the organisation is explained. 
    3. Organisational consequences of the failure to apply Batho Pele principles in the work of the organisation are understood and explained with examples. 
    4. Personal consequences of the failure to apply Batho Pele principles in one's own work situation are understood and explained with examples. 

    Unit 3 : Identify and describe successful examples of the application of Batho Pele principles in a public sector context

    1. An example of the successful implementation of Batho Pele principles in a public sector context is identified and an explanation supplied of why it was successful.
    2. A description is given of how each principle has been applied to the work of public servants in at least three public sector contexts. 
    3. Typical key success factors in public sector work performance are identified and explained with examples. 
    4. Batho Pele principles are mapped to key success factors in public sector work performance and the correlations explained with examples. 

    Unit 4 : Explain why the Batho Pele principles are so important to government and effective service delivery in South African and own organisations

    1. An explanation is given showing the constitutional importance of the Batho Pele principles to democratic practice in South Africa. 
    2. An indication is given of how Batho Pele principles could be applied to own department. 
    3. The links between Constitutional Principles of results driven service delivery and Batho Pele are understood and explained. 
    4. The links between the legislative framework for service delivery and Batho Pele are understood and explained. 

    Unit 5: Batho Pele principles are explained in the public service context

    1. Public service context includes, but is not limited to, government, democracy, transformation, 'customer'/'public' service.
  • Duration: 1 Day
  • Delivery: Classroom

5 Day Courses: Participants will receive a SpecCon Holdings certificate upon completion of all courses.

1 Day Courses: Participants will receive a SpecCon Holdings certificate upon completion of this course.