333405-000-00-00-KM-01, GENERAL INTRODUCTION TO REAL ESTATE

ORGANISATIONAL ENVIRONMENT NQF LEVEL 5, CR 15

LEARNER WORKBOOK

MODULE ONE (1)

Module # 333405-000-00-00-KM-01
NQF Level 5
Notional hours 150 Hrs.
Credit(s) 15 Cr.
Occupational Code 333405
Qualification Title Higher Occupational Certificate-
Principal Real Estate Agent

Name Tumelo Patrick Leballo

Contact Address 26 Khwahlaza Street, Makhaza,
Khayelitsha, 778
Telephone (H) N/A
Telephone (W) 0218221001
Facsimile N/A
Cellular 0764194472
E-mail [email protected]

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Note to the learner

This Learner Guide provides a comprehensive overview of the module. It is designed to

improve the skills and knowledge of learners, and thus enabling them to effectively and
efficiently complete specific tasks.

Purpose of the Module

The main focus of the learning in this knowledge module is to build an understanding of real
estate organisation environment. The knowledge acquired will enable the learner to
demonstrate an understanding of concepts and principles of ethical conduct, introduction to
professional body, customer relationship management, interpersonal skills, coaching and
mentorship as well as basics of information technology

The learning contract time, which is the time that reflects the required duration of enrolment
for this module, is at least 18,75 days.

The learning will enable learners to demonstrate an understanding of:

 KM-01-KT01: Introduction to Professional body/ associations (15%)
 KM-01-KT02: Concepts and principles of business ethics in professional environment
(15%)
 KM-01-KT03: Client service management (10%)
 KM-01-KT04: Team formation and management (10%)
 KM-01-KT05: Fundamentals of Organisational Communication (15%)
 KM-01 KT06 Introduction to basic information technology and communication (15%)
 KM-01 KT07 Basic Emotional Intelligence (EQ) (10%)
 KM-01 KT08 Diversity Management (10%)

Provider Accreditation Requirements for the Knowledge Module

Physical Requirements:
 Contact learning: standard facilities for classroom training including, desks. Boards,
projectors
 Online: Online capabilities including computer, virtual software, access to network
and Training Material compliant to the Qualification
Human Resource Requirements:

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  Facilitator Principal Estate Agency qualification and 3 years relevant industry
experience
 Facilitator/learner ratio 1 to 24
Legal Requirements:
 Compliant with relevant health and safety requirements
 Labour laws
Exemptions
 None

Venue, Date and Time:

Consult your facilitator should there be any changes to the venue, date and/or time.Refer to
your timetable.

Assessments

Integrated Formative Assessment: The skills development provider will use the curriculum
to guide them on the stipulated internal assessment criteria and weighting. They will also
apply the scope of practical skills and applied knowledge as stipulated by the internal
assessment criteria. This formative assessment leads to entrance into the integrated
external summative assessment.

Integrated Summative Assessment: An external integrated summative assessment

conducted through the relevant QCTO Assessment Quality Partner is required to issue this
qualification. The external integrated summative assessment will focus on the exit level
outcomes and associated assessment criteria.

Purpose of the Qualification

The purpose of this qualification is to prepare a learner to operate as a Real Estate Principal
Agency
A Real Estate Principal Agency leads, directs, and manages the overall operations and
strategies of a real estate agency. The attributes that Principal agent should have the
following attributes; communication skills, emotional intelligence, information communication
technology, team work and management skills.

A qualified learner will be able to:

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  Manage sustainable operations of estate agency organisation
 Oversee compliance with relevant legal statutes and policies
 Develop, promote, and maintain sustainable relationships with stakeholders

Qualification Rationale

The Property and Real Estate sector is a multi-billion-rand economic activity which requires
professionals who are well-trained and knowledgeable to meet the sectoral needs of both
the residential and non-residential sections of the industry. This qualification strives to equip
learners to be able to operate effectively and efficiently in the Property and Real Estate
sector. The qualification is critical for the effective and sustainable management of the
estate agency organisation.

The Property and Real Estate sector is well-established and regulated and thus has many
learners that would benefit from qualifications aligned to career paths. This means there is a
need to develop career paths in this sub-field, as an industry is constantly in need of skilled
people. The scope of Property and Real Estate Principal is changing and evolving all the
time, with new opportunities for the Principal Estate Agent arising with sectoral
transformation and new markets in areas historically neglected by the sector.

QUALIFICATION RULES

Knowledge Modules:

List of Knowledge Modules for which Specifications are included

 333405-000-00-00-KM-01, General Introduction to Real Estate Organisational

Environment NQF level 5, Cr 15
 333405-000-00-00-KM-02, Introduction to Management and leadership, NQF level 5,
Cr 10
 333405-000-00-00-KM-03, Introduction to Management Accounting, NQF level 5, Cr
15
 333405-000-00-00-KM04, Governance and Compliance for Real Estate Business
Environment, NQF level 5, Cr 10
 333405-000-00-00-KM-05, Principles of Marketing and Branding, NQF level 5, Cr 10
 333405-000-00-00-KM-06, Fundamentals of Estate Agency Management, NQF level
5, Cr 20

Total number of credits for Knowledge Modules: 80

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Practical Skill Modules:

 333405-000-00-00-PM01, Conduct market analysis for estate agency operations,

NQF Level 5, Cr 5
 333405-000-00-00-PM02, Develop and manage organisational plan for estate agen-
cy, NQF Level 5, Cr 8
 333405-000-00-00-PM03, Ensure efficient management of the organisational re-
sources of the agency, NQF Level 5, Cr 8
 333405-000-00-00-PM04, Manage compliance to regulatory requirement for regis-
tered organisation, NQF Level 5, Cr 8
 333405-000-00-00-PM05, Provide estate agency mentorship and support, NQF Level
5, Cr 5
 333405-000-00-00-PM06, Oversee management of the agency’ social responsibility,
NQF Level 5, Cr 10
 333405-000-00-00-PM7, Establish and manage relationship with stakeholder critical
to estate agency functioning, NQF Level 5, Cr 4

Total number of credits for Practical Skill Modules: 48

Work Experience Modules:

 333405-000-00-00-WM01, Conduct market analysis processes for estate agency

operations, NQF Level 5, Cr 6
 333405-000-00-00-WM02, Procedures for develop and managing organisational plan
for estate agency, NQF Level 5, Cr 6
 333405-000-00-00-WM03, Procedures for efficient management of the organisational
resources of the agency, NQF Level 5, Cr 6
 333405-000-00-00-WM04, Compliance processes to regulatory requirement for
regis-tered organisation, NQF Level 5, Cr 5
 333405-000-00-00-WM05, Estate agency mentorship and support processes, NQF
Level 5, Cr 4
 333405-000-00-00-WM06, Processes for Critical Stakeholder management, NQF
Level 5, Cr 5

Total number of credits for Work Experience Modules: 32

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Entry Requirements
SAQA ID 59097: FETC: Real Estate NQF Level 4

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RECOGNITION OF PRIOR LEARNING

a) Learners will gain access to the qualification through RPL for Access as provided for
in the QCTO. RPL Policy. RPL for access is conducted by accredited education
institution, skills development provider or workplace accredited to offer that specific
qualification/part qualification.
b) Learners who have acquired competencies of the modules of a qualification or part-
qualification will be credited for modules through RPL.
RPL for access to the external integrated summative assessment:
c) Accredited providers and approved workplaces must apply the internal assessment
criteria specified in the related curriculum document to establish and confirm prior
learning.
d) Accredited providers and workplaces must confirm prior learning by issuing a
statement of result.

EXIT LEVEL OUTCOMES

Exit Level Outcome 1

Managed sustainable and compliant operations of estate agency organisation
Associated Assessment Criteria
 Various management concepts are discussed and applied accurately to estate agency
environment
 Management and leadership theories are explained and discussed in relation to their
relevance to estate agency environment
 Organisational resources are use d effectively in line with business strategies and goals
 Laws applicable to estate agency environment are explained in relation to compliance
requirements and organisational sustainability
 Property markets are constantly analysed for opportunities and business development
 Employee performance is monitored to apply remedial measures such mentorship to
improve organisational performance

Exit Level Outcome 2

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 Developed, promoted, and maintained sustainable relationship with stakeholders
Associated Assessment Criteria
 King IV assertions on company social investment are explained to define the estate
agency as a credible corporate citizen
 Various role-players critical to estate agency operations are identified and their respective
roles explained

KM-01-KT01: Introduction to Professional body/ associations (15%)

1. IAC0101 Discuss benefits drawn from membership of the professional body

1. Regulatory Compliance:
 Membership in certain professional bodies may be a requirement for
regulatory compliance. For example, being registered with the Estate Agency
Affairs Board (EAAB) is often necessary for estate agents to legally practice
in South Africa. Compliance with regulatory standards enhances credibility
and trust.
2. Access to Training and Education:
 Professional bodies provide members with access to training programs,
workshops, and educational resources. This helps real estate professionals
stay updated on industry trends, legal requirements, and best practices,
contributing to continuous professional development.
3. Networking Opportunities:
 Membership facilitates networking with other professionals in the real estate
industry. Events, conferences, and seminars organized by professional
bodies provide platforms for members to connect, share experiences, and
build valuable relationships within the industry.
4. Professional Recognition:
 Being a member of a recognized professional body adds to an individual's
professional credibility. Clients, colleagues, and stakeholders may view
membership as a sign of commitment to ethical standards, ongoing
education, and adherence to industry best practices.
5. Information and Resources:
 Members receive access to industry-specific information, publications, and
resources. This includes updates on market trends, legal changes, and

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 relevant news. Access to such resources helps members make informed
decisions and stay competitive in the market.
6. Advocacy and Representation:
 Professional bodies often advocate for the interests of their members at the
industry and government levels. Members benefit from having a collective
voice in shaping policies and regulations that impact the real estate sector.
7. Code of Conduct and Ethics:
 Membership typically comes with a commitment to uphold a code of conduct
and ethical standards. Adhering to these principles not only benefits the
individual by maintaining professional integrity but also contributes to building
trust with clients and the broader community.
8. Career Development Opportunities:
 Professional bodies may offer career development opportunities such as
mentorship programs, job placement services, or recognition awards. These
initiatives help members advance their careers and contribute to their long-
term success in the real estate industry.
9. Exclusive Events and Discounts:
 Members often receive invitations to exclusive events, conferences, and
seminars. Additionally, some professional bodies negotiate discounts on
industry-related products and services, providing tangible financial benefits to
their members.
10. Dispute Resolution Services:
 Professional bodies may offer dispute resolution services to members,
helping to address conflicts within the industry in a fair and structured
manner.

KM-01-KT02: Concepts and principles of business ethics in professional environment

(15%)

1. IAC0203 Discuss relationships between professional conduct and code of

conduct
A code of conduct is a set of guidelines and principles that outline the expected behavior and
ethical standards for individuals within an organization. It serves as a reference for
employees and stakeholders, providing a framework for ethical decision-making and
behavior.

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 2. IAC0204 Explain business moral and social responsibility
Business moral and social responsibilities refer to the ethical obligations and contributions
that businesses have toward society, beyond their primary goal of making profits. These
responsibilities extend to addressing the impact of business activities on various
stakeholders, including employees, customers, communities, and the environment.

KM-01-KT03: Client Service management (10%)

1. IAC0301 Discuss customer profiling in terms of different customer expectation

and organisational management thereof
Client profiling in real estate in South Africa involves creating detailed profiles of potential
buyers or sellers to better understand their preferences, needs, and characteristics. This
information allows real estate professionals to tailor their services, marketing strategies, and
communication to meet the specific requirements of different client segments.
1. Demographic Information:
 Age, Gender, and Family Status: Understand the age group, gender, and
family status of potential clients. Demographic information helps in tailoring
property recommendations that align with the lifestyle needs of different
groups.
2. Income and Financial Capacity:
 Income Levels and Financial Capacity: Assess the income levels and
financial capacity of clients to identify suitable properties within their budget.
This information is crucial for both buyers and sellers.
3. Occupation and Industry:
 Occupation and Industry: Know the occupations and industries of potential
clients. Different professions may have specific needs, such as proximity to
business districts or the availability of home offices.
4. Location Preferences:
 Preferred Areas and Neighborhoods: Identify the preferred areas and
neighborhoods of clients. Some clients may prioritize proximity to schools,
while others may prefer access to business districts or recreational facilities.
5. Property Type Preferences:
 Type of Property Desired: Determine whether clients are interested in
houses, apartments, townhouses, or other types of properties. Understanding

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 property type preferences is essential for effective property
recommendations.
6. Investment Goals:
 Investment Objectives: For investor clients, identify their investment goals,
such as rental income, property appreciation, or short-term flipping. Tailor
recommendations based on their specific investment objectives.
7. Cultural Background:
 Cultural Considerations: South Africa is diverse, and cultural considerations
can impact preferences. Be sensitive to cultural nuances and preferences
when profiling clients and recommending properties.
8. Language Preferences:
 Preferred Language: Identify the preferred language of communication for
clients. Offering information and services in their preferred language
enhances communication and understanding.
9. Digital Presence:
 Online Behavior and Preferences: Understand the digital behavior of
clients, including their use of online platforms for property searches. This
information is vital for digital marketing strategies and communication.
10. Lifestyle Preferences:
 Lifestyle and Hobbies: Consider the lifestyle preferences and hobbies of
clients. Some may prioritize outdoor activities, while others may seek
proximity to cultural and entertainment venues.
11. Buying or Selling Motivations:
 Motivations for Buying or Selling: Understand the motivations behind
clients' decisions to buy or sell. Whether it's for investment, relocation,
downsizing, or upsizing, align services with their specific motivations.
12. Preferred Communication Channels:
 Communication Channel Preferences: Identify the preferred
communication channels of clients, whether it's email, phone calls, or in-
person meetings. Tailoring communication channels enhances the overall
client experience.
13. Technology Adoption:
 Tech-Savviness: Assess the tech-savviness of clients and their willingness
to adopt technology in the real estate process. This information informs the
use of digital tools and platforms in client interactions.
14. Legal and Regulatory Considerations:

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  Understanding Legal and Regulatory Factors: Consider legal and
regulatory factors that may impact client preferences, such as zoning
regulations, property taxes, and legal considerations specific to certain areas.
15. Previous Real Estate Experiences:
 Past Real Estate Transactions: Understand clients' past experiences with
real estate transactions, including any challenges or preferences they may
have based on previous interactions.

KM-02-KT04: Teams formation and management (10%)

1. IAC0403 Discuss sources of conflict within an organisation and strategies to

manage conflicts

1. Lack of role clarification

Conflict can emerge when it is unclear who is responsible for what task or what part of a
project. Clear job descriptions and expectations can reduce this contributor to conflict.
2. Poor processes
Often poorly constructed processes and procedures can create conflict. To avoid this pitfall,
it is helpful to regularly review your procedures and policies to ensure they support teamwork
and collaboration.
3. Communication problems
This is a common contributor to conflict and can occur among all levels of staff. Keeping
communication channels open and having a culture where questions are welcomed will go a
long way in mitigating this contributor to conflict.
4. Lack of performance standards
When performance and quality standards are not clear, individuals quickly sort out their own
personal expectations around work quantity and quality. This can put them at odds with
others whose standards are different. Leadership and management should be fair, clear, and
consistent in articulating performance standards.
5. Lack of resources
If employees have to compete for resources, whether it’s managerial support, tools,
equipment, or financial resources, the stage is set for competition and conflict. Asking
employees what’s needed and then providing it (if possible) will build a spirit of collaboration
rather than competition.
6. Unreasonable time constraints

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Workplace conflict can occur when coworkers are not aware of the steps involved and the
time others need to complete their portion of a task or project. As a result, they may expect
more of each other than is reasonable. Taking time to consider job design and cross-training
employees can work to mitigate this contributor to conflict.

KM-01-KT05 Fundamentals of Organisational Communication (15%)

1. IAC0501 Explain the implications and theories of communication and listening

to workplace environment

1. Clear and Transparent Communication:

 Importance: Clarity in communication is crucial to avoid misunderstandings and
ensure that information is conveyed accurately.
 Application: Clearly communicate property details, transaction processes, and legal
aspects to clients. Internally, ensure that team members understand their roles and
responsibilities.
2. Client-Centric Communication:
 Importance: Tailoring communication to meet the diverse needs of clients is
essential for building trust and delivering excellent customer service.
 Application: Understand clients' preferences, provide information in a format they
prefer, and maintain regular communication throughout the property transaction
process.
3. Digital Communication Tools:
 Importance: In the modern real estate landscape, leveraging digital tools facilitates
faster and more efficient communication.
 Application: Utilize email, messaging apps, and project management tools for
internal team communication. Leverage online platforms for property listings and
client interactions.
4. Professionalism in Written Communication:
 Importance: Professional and well-written communication enhances the reputation
of the real estate agency and builds credibility.
 Application: Ensure that emails, property listings, and legal documents are
professionally written, free of errors, and conform to industry standards.
5. Effective Listening:
 Importance: Listening actively to clients, team members, and stakeholders is
essential for understanding their needs and addressing concerns.

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  Application: Train real estate professionals to listen attentively to client
requirements and feedback. Encourage open dialogue within the team.
6. Internal Communication Strategies:
 Importance: Efficient internal communication ensures that all team members are
well-informed and aligned with the organizational goals.
 Application: Implement regular team meetings, use internal communication
platforms, and provide updates on market trends and industry changes.
7. Crisis Communication Preparedness:
 Importance: Being prepared for potential crises, such as legal issues or market
fluctuations, requires a strategic approach to communication.
 Application: Develop crisis communication plans, provide training on handling
challenging situations, and ensure that the team is well-equipped to address
unexpected issues.
8. Feedback Mechanisms:
 Importance: Establishing feedback loops allows for continuous improvement and
ensures that issues are addressed promptly.
 Application: Implement mechanisms for collecting feedback from clients, team
members, and stakeholders. Use feedback to make data-driven decisions and
enhance processes.
9. Cultural Sensitivity:
 Importance: South Africa's diverse cultural landscape requires sensitivity to cultural
nuances in communication.
 Application: Train real estate professionals to be culturally aware and respectful,
considering language preferences, customs, and traditions when communicating with
clients and team members.
10. Collaborative Communication:
 Importance: Collaboration is a key aspect of real estate transactions, requiring
effective communication among various parties involved.
 Application: Facilitate collaborative communication between real estate agents,
legal professionals, clients, and other stakeholders involved in property transactions.
11. Training and Development:
 Importance: Providing ongoing training ensures that real estate professionals are
equipped with the necessary communication skills and stay updated on industry
trends.
 Application: Conduct workshops on effective communication, negotiation skills, and
client interaction. Stay abreast of changes in communication technologies and
trends.

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12. Legal and Ethical Communication:
 Importance: Adhering to legal and ethical standards in communication is essential
for maintaining trust and credibility.
 Application: Ensure that all communication complies with legal requirements, such
as property advertising regulations, and that ethical standards are upheld in client
interactions.
13. Branding and Marketing Communication:
 Importance: Consistent branding and marketing communication contribute to the
recognition and reputation of the real estate agency.
 Application: Develop a cohesive brand communication strategy, ensuring that
marketing materials, advertising, and online presence align with the agency's brand
identity.
14. Adaptability to Technology:
 Importance: Embracing technological advancements in communication enhances
efficiency and responsiveness.
 Application: Stay updated on communication technologies, leverage social media
platforms for marketing, and use customer relationship management (CRM) systems
for client interactions.
15. Two-Way Communication:
 Importance: Encouraging open dialogue ensures that communication is a two-way
process, allowing for active engagement and understanding.
 Application: Foster a culture where team members feel comfortable expressing
ideas and concerns. Encourage clients to provide feedback and actively listen to their
input.
1. Active Listening:
 Definition: Active listening involves fully concentrating, understanding, responding,
and remembering what is being said during a conversation.
 Application: Real estate professionals should actively listen to clients to
comprehend their property preferences, concerns, and expectations. Demonstrating
engagement and responsiveness enhances the client-agent relationship.
2. Empathetic Listening:
 Definition: Empathetic listening involves understanding and sharing the feelings of
another person.
 Application: Real estate agents need to empathetically listen to clients' emotional
and financial concerns related to property transactions. This helps build rapport and
demonstrates genuine understanding.
3. Clarifying and Paraphrasing:

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  Definition: Clarifying involves seeking additional information for better
understanding, while paraphrasing involves summarizing what has been said.
 Application: Real estate professionals should clarify any ambiguous information and
paraphrase key points to ensure that both parties are on the same page during
negotiations and discussions.

4. Non-Verbal Listening:
 Definition: Non-verbal listening involves paying attention to non-verbal cues such as
body language, facial expressions, and gestures.
 Application: Real estate agents should be attuned to clients' non-verbal cues to
gauge their level of interest, comfort, or concern during property viewings and
discussions.
5. Patient Listening:
 Definition: Patient listening involves allowing the speaker to express themselves
without interruptions or rushing the conversation.
 Application: Real estate professionals should exhibit patience, especially when
clients are expressing complex preferences or concerns. Avoiding interruptions
shows respect for the client's perspective.
6. Probing Questions:
 Definition: Probing questions are open-ended inquiries that encourage clients to
provide more detailed information.
 Application: Real estate agents should use probing questions to gather
comprehensive information about clients' preferences, priorities, and requirements
for properties.
7. Avoiding Assumptions:
 Definition: Avoiding assumptions means refraining from making assumptions about
clients' needs or preferences without clear confirmation.
 Application: Real estate professionals should refrain from assuming clients'
preferences based on stereotypes and instead gather accurate information through
active listening and direct communication.
8. Respecting Silence:
 Definition: Respecting silence involves allowing moments of quiet during a
conversation, giving the speaker time to reflect or formulate their thoughts.
 Application: Real estate agents should be comfortable with brief periods of silence,
allowing clients to process information or articulate their thoughts without feeling
rushed.

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9. Feedback and Confirmation:
 Definition: Providing feedback involves offering responses that indicate
understanding, and confirmation involves validating the information received.
 Application: Real estate professionals should provide feedback to clients to show
they are actively listening, and they should seek confirmation to ensure that their
understanding aligns with the clients' intentions.

10. Note-Taking:
 Definition: Note-taking involves jotting down key points during conversations to
ensure accurate recall.
 Application: Real estate professionals may find it helpful to take notes during client
meetings or property viewings to remember specific details and preferences.
11. Follow-Up Questions:
 Definition: Follow-up questions seek additional details or clarification on specific
points discussed.
 Application: Real estate agents should use follow-up questions to delve deeper into
clients' requirements or concerns, ensuring a thorough understanding.
12. Reflective Listening:
 Definition: Reflective listening involves repeating or paraphrasing what the speaker
has said to confirm understanding.
 Application: Real estate professionals can use reflective listening to validate clients'
statements and clarify any potential misunderstandings.
13. Open-Minded Listening:
 Definition: Open-minded listening involves approaching conversations without
preconceived judgments or biases.
 Application: Real estate professionals should be open-minded listeners, allowing
clients to express their views and preferences without the influence of personal
biases.

2. IAC0502 Define the concept of barriers to effective communication and

techniques used to overcome these barriers

1. Language Barriers:
 Description: South Africa is a linguistically diverse country with multiple official
languages. Language differences between clients, real estate professionals, and
stakeholders can create communication challenges.

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  Impact: Misinterpretation of information, difficulty in expressing complex terms, and
potential misunderstandings.
 Solution: Accommodate clients’ language needs to avoid conflict emanating from
misunderstandings.
2. Cultural Differences:
 Description: South Africa has a rich and diverse cultural landscape. Different
cultural norms, values, and communication styles may affect how information is
conveyed and interpreted.
 Impact: Cultural misunderstandings, differing expectations, and challenges in
building rapport with clients from diverse cultural backgrounds.
 Solution: Estate agents need to be trained in cultural sensitivity.
3. Technical Jargon:
 Description: Real estate involves specific terminology and legal terms that may be
unfamiliar to clients. The use of technical jargon without adequate explanation can
create confusion.
 Impact: Difficulty for clients in understanding contracts, terms, and property-related
information, potentially leading to misinformed decisions.
 Solution: Estate agents must avoid use of technical jargon outside of their office
environment.
4. Information Overload:
 Description: Real estate transactions involve a substantial amount of information,
which, if presented in an overwhelming manner, can lead to information overload for
clients.
 Impact: Clients may struggle to absorb and process extensive information, resulting
in confusion and decision-making challenges.
 Solution: Agents need to provide information to clients in a phased manner to
ensure that clients can still make sense of what is being communicated.
5. Miscommunication in Virtual Communication:
 Description: With the increasing use of virtual communication tools,
misinterpretations can occur due to factors such as poor internet connectivity,
unclear audio, or misreading non-verbal cues.
 Impact: Inaccurate understanding of client needs or property details, potential delays
in transactions, and challenges in building rapport virtually.
 Solution: Virtual communication tools must be tested before engaging clients by this
means to as to ensure there are no glitches that might be a barrier.
6. Lack of Clarity in Documentation:

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  Description: Legal documents, contracts, and property listings may lack clarity or
contain ambiguous language, leading to misunderstandings.
 Impact: Misinterpretation of terms, potential disputes, and delays in the transaction
process.
 Solution:Agents should advise clients to consult with specialists when dealing with
technical and legal documentation and information so as to avoid any ambiguities.
7. Ineffective Listening:
 Description: Real estate professionals or clients may not engage in active or
empathetic listening, leading to misunderstandings and incomplete information.
 Impact: Missed details, miscommunication of client needs, and challenges in
addressing specific preferences.
 Solution: Maintain eye contact, ask questions to ensure that everyone is still
following.
8. Failure to Provide Timely Updates:
 Description: Delayed or inadequate communication of updates regarding property
transactions, market trends, or client queries can create frustration.
 Impact: Decreased client satisfaction, potential loss of trust, and challenges in
maintaining positive client-agent relationships.
9. Lack of Technology Adoption:
 Description: Resistance or slow adoption of technology in communication processes
may lead to inefficiencies, especially in a digitally evolving real estate landscape.
 Impact: Delays in communication, potential errors, and missed opportunities for
leveraging digital tools for effective client interaction.
 Soluttion: It is advisable to meet the client at their level of communication as failure
to do so may lead to confusion and unnecessary anxieties.
10. Unresolved Conflicts:
 Description: Disputes or conflicts within a real estate team or between clients and
professionals may lead to breakdowns in communication.
 Impact: Hindered collaboration, negative impact on team dynamics, and potential
damage to the agency's reputation.
11. Economic Factors:
 Description: Economic factors, such as market fluctuations or financial challenges,
can affect communication regarding property values, investment decisions, and
financial transactions.
 Impact: Uncertainty, hesitancy in decision-making, and challenges in conveying
accurate market information.

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  Solution: Alert clients about how market fluctuations affect property values and
prices.
12. Client Trust Issues:
 Description: Lack of trust between clients and real estate professionals may create
barriers in open communication and information sharing.
 Impact: Reduced client cooperation, hesitancy in providing essential information,
and challenges in building a positive client-agent relationship.
 Solution: It is important to establish rapport with clients and resolve any trust issues
they may have.

13. External Market Influences:

 Description: External factors such as changes in government policies, economic
conditions, or unforeseen events may impact communication about market conditions
and property values.
 Impact: Difficulty in predicting market trends, challenges in setting accurate
expectations, and potential disruptions to ongoing transactions.
 Solution: Alert clients to imminent legislative changes that might have an impact on
property values and prices.
14. Lack of Client Engagement:
 Description: Clients who are disengaged or unresponsive may create barriers to
effective communication, hindering the exchange of important information.
 Impact: Difficulty in gathering client preferences, challenges in providing
personalized services, and potential delays in property searches.
 Solution: Make client feel that they are in charge of their ideal property search so
that they are enthusiastic and volunteer information without being pressed for it.

KM-01-KT06: Introduction to basic information technology and communication (15%)

1. IAC0603 Discuss implications of virtual communication to business

functioning

Virtual Teams:
Definition: Virtual teams are groups of individuals who collaborate and work together across
geographical locations, often relying on technology for communication and coordination.

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Application in Real Estate:
 Remote Collaboration: Given the nature of the real estate business, where property
transactions may involve multiple locations, virtual teams can facilitate collaboration
among professionals working from different offices or regions.
 Digital Platforms: Utilize digital platforms, video conferencing tools, and project
management software to enable virtual team communication, document sharing, and
collaboration.
 Flexibility: Virtual teams provide flexibility for real estate professionals who may
need to coordinate with colleagues, clients, and stakeholders from diverse locations.

2. IAC0604 Discuss the do and don’ts of social media in professional

environment
Dos:
1. Be Authentic:
 Do: Be genuine and authentic in your online interactions. People appreciate
honesty, and authenticity helps build trust with your audience.
2. Engage with Your Audience:
 Do: Respond to comments, messages, and mentions. Engaging with your
audience fosters a sense of community and shows that you value their input.
3. Share Valuable Content:
 Do: Share content that is informative, relevant, and valuable to your
audience. This can include educational content, updates, and interesting
industry insights.
4. Use Visual Content:
 Do: Incorporate visual content such as images, infographics, and videos.
Visuals are more engaging and can help convey your message effectively.
5. Know Your Audience:
 Do: Understand your target audience. Tailor your content and messaging to
resonate with the interests and preferences of your audience.
6. Maintain Consistency:
 Do: Be consistent in your posting schedule. Consistency helps in building a
reliable online presence and keeps your audience engaged.
7. Respect Privacy:

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  Do: Respect the privacy of individuals. Avoid sharing sensitive or private
information without proper consent.
8. Use Hashtags Wisely:
 Do: Use hashtags strategically to increase the visibility of your content.
Research popular and relevant hashtags in your industry.
9. Promote Positivity:
 Do: Promote a positive and uplifting online environment. Share inspirational
content and contribute to positive discussions.
10. Stay Informed:
 Do: Stay informed about social media trends and changes in algorithms.
Being aware of updates can help you optimize your social media strategy.
Don'ts:
1. Don't Overshare Personal Information:
 Don't: Avoid oversharing personal information. Keep personal details such as
home addresses and phone numbers private.
2. Don't Ignore Negative Feedback:
 Don't: Ignoring negative feedback can escalate issues. Address criticism
professionally and seek to resolve concerns.
3. Don't Overuse Automation:
 Don't: While automation can be useful, avoid overusing it. Personal
interactions are crucial, and excessive automation can make your brand
seem robotic.
4. Don't Ignore Copyright Laws:
 Don't: Avoid using copyrighted material without proper permission. Respect
intellectual property rights and give credit when necessary.
5. Don't Engage in Online Arguments:
 Don't: Refrain from engaging in heated online arguments. Keep discussions
civil and professional. If necessary, take conversations to private channels.
6. Don't Be Inconsistent:
 Don't: Inconsistency in posting or messaging can confuse your audience.
Stick to a consistent brand voice and posting schedule.
7. Don't Use Too Many Hashtags:
 Don't: Overloading your posts with hashtags can be counterproductive. Use a
reasonable number of relevant hashtags for maximum impact.
8. Don't Share Fake News:
 Don't: Verify information before sharing to avoid spreading misinformation.
Share accurate and credible content.

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 9. Don't Buy Followers:
 Don't: Avoid buying followers to inflate your social media numbers. Authentic
engagement is more valuable than a large but unengaged following.
10. Don't Neglect Analytics:
 Don't: Neglect analytics and insights. Regularly analyze your social media
performance to understand what works and refine your strategy accordingly.

KM-01 KT07 Basic Emotional Intelligence (EQ) (10%)

1. IAC0701 Discuss the theoretical foundation of emotional intelligence and

implications for interpersonal skills within a business environment

Emotional Intelligence (EQ) refers to the ability to recognize, understand, manage, and
effectively use one's own emotions, as well as the ability to understand and influence the
emotions of others. It plays a crucial role in personal and professional success. Cultivating
emotional intelligence is an ongoing process, and it can positively impact various aspects of
your life, including relationships, work, and overall well-being. Emotional Intelligence is a
multifaceted concept that involves various interconnected components. Understanding and
developing different components of emotional intelligence can contribute to personal growth,
effective leadership, and improved social interactions. It's important to note that emotional
intelligence is a dynamic skill set that can be enhanced through self-awareness, practice,
and a commitment to ongoing learning and development.

2. IAC0702 Explain how organisational environment impact on interpersonal

relationships

Effective organisational environment leads to cooperation, trust, and cohesiveness. Here are
strategies for fostering cooperation, trust, and cohesiveness within real estate teams in
South Africa:

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Cooperation:
1. Clear Team Goals:
 Strategy: Clearly define team goals and objectives that align with the overall
business strategy.
 Importance: Having clear goals creates a shared purpose, fostering
cooperation as team members work collectively towards common objectives.
2. Collaborative Decision-Making:
 Strategy: Encourage collaborative decision-making processes where team
members contribute their insights and perspectives.
 Importance: Involving team members in decision-making promotes a sense
of ownership and cooperation in the implementation of chosen strategies.
3. Open Communication Channels:
 Strategy: Establish open and transparent communication channels within the
team.
 Importance: Regular communication enhances cooperation by ensuring that
team members are well-informed, aligned, and able to share ideas and
concerns.
4. Team Building Activities:
 Strategy: Organize team-building activities to foster camaraderie and
collaboration.
 Importance: Team-building activities create opportunities for team members
to connect on a personal level, enhancing cooperation and understanding.
5. Recognizing and Rewarding Collaboration:
 Strategy: Acknowledge and reward instances of collaboration within the
team.
 Importance: Recognition reinforces the value of cooperation and encourages
team members to actively engage in collaborative efforts.
Trust:
1. Consistent and Transparent Communication:
 Strategy: Ensure consistent and transparent communication to build trust
among team members.
 Importance: Trust is built when information is shared openly, and team
members feel confident in the accuracy and reliability of the information.
2. Competence and Reliability:
 Strategy: Encourage continuous professional development to enhance
competence, and foster a culture of reliability.

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  Importance: Trust is built when team members demonstrate their expertise
and consistently deliver on their responsibilities.
3. Empowerment and Autonomy:
 Strategy: Empower team members by providing autonomy and decision-
making responsibilities.
 Importance: Trust is strengthened when individuals feel trusted to take
ownership of their roles and contribute to the team's success.
4. Conflict Resolution:
 Strategy: Develop effective conflict resolution mechanisms to address issues
promptly.
 Importance: Resolving conflicts transparently and fairly builds trust by
demonstrating the team's commitment to open communication and problem-
solving.
5. Promoting Accountability:
 Strategy: Establish clear accountability mechanisms within the team.
 Importance: A culture of accountability builds trust as team members can
rely on each other to fulfill their commitments and responsibilities.
Cohesiveness:
1. Shared Vision and Values:
 Strategy: Develop a shared vision and core values that resonate with team
members.
 Importance: Cohesiveness is enhanced when team members align with a
common vision and values, fostering a sense of unity.
2. Inclusive Decision-Making:
 Strategy: Foster inclusivity in decision-making processes.
 Importance: Cohesiveness is strengthened when all team members feel their
input is valued, contributing to a sense of belonging.
3. Celebrating Successes:
 Strategy: Celebrate team successes, milestones, and achievements.
 Importance: Recognizing and celebrating achievements reinforces
cohesiveness by creating a positive and supportive team culture.
4. Regular Team Meetings:
 Strategy: Conduct regular team meetings to facilitate communication and
collaboration.
 Importance: Regular meetings provide opportunities for team members to
connect, share updates, and reinforce a sense of unity.
5. Cross-Functional Collaboration:

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  Strategy: Encourage collaboration across different functions within the real
estate business.
 Importance: Cohesiveness is strengthened when team members understand
and appreciate the contributions of colleagues in different roles.

KM-01 KT08 Diversity Management (10%)

1. IAC0803 Discuss the benefits of diversity management

1. Enhanced Creativity and Innovation:

 A diverse workforce brings together individuals with different perspectives,
experiences, and backgrounds. This diversity of thought fosters creativity and
innovation as employees approach challenges from various angles, leading to
new ideas and solutions.
2. Improved Problem-Solving:
 Diverse teams can offer a wider range of problem-solving approaches. With
diverse perspectives, teams are better equipped to analyze complex issues,
consider multiple viewpoints, and develop comprehensive solutions.
3. Better Decision-Making:
 Inclusive decision-making processes, which involve input from individuals with
diverse backgrounds, lead to better-informed and more robust decisions. This
helps mitigate groupthink and ensures a broader understanding of potential
outcomes.
4. Increased Employee Engagement:
 Employees are more likely to feel engaged and committed when they work in
an inclusive environment where their contributions are valued. This sense of
belonging positively impacts morale, job satisfaction, and overall well-being.

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 5. Attracting and Retaining Talent:
 Organizations that prioritize diversity are often more attractive to a wider pool
of talent. Prospective employees seek workplaces that embrace inclusivity,
and diverse organizations are better positioned to retain skilled individuals
who value a supportive and inclusive culture.
6. Broader Market Appeal:
 A diverse workforce allows organizations to better understand and connect
with a diverse customer base. Companies that reflect the diversity of their
customer demographic are more likely to understand and meet the needs of
various market segments.
7. Improved Cultural Competence:
 Exposure to diverse perspectives enhances cultural competence among
employees. This understanding is valuable in a globalized world where
businesses often operate across different cultures and regions.
8. Increased Productivity:
 Diverse teams benefit from the synergy of different skills and strengths. The
collaborative and inclusive nature of diverse teams can lead to increased
productivity, as individuals contribute their unique expertise to achieve
common goals.
9. Enhanced Reputation and Brand Image:
 Organizations that actively promote diversity and inclusion build a positive
reputation. This positive brand image can attract customers, investors, and
partners who value socially responsible and inclusive business practices.
10. Compliance with Legal and Ethical Standards:
 Diversity management helps organizations comply with anti-discrimination
laws and ethical standards. By promoting fairness, organizations create an
environment that adheres to legal requirements and ethical principles.
11. Reduced Turnover and Absenteeism:
 Inclusive workplaces foster a sense of belonging, reducing the likelihood of
employees leaving the organization. This can result in lower turnover rates
and decreased absenteeism as employees feel valued and supported.
12. Risk Mitigation:
 Diverse teams are better equipped to identify and mitigate risks associated
with bias and discriminatory practices. By promoting awareness and
sensitivity to different perspectives, organizations can proactively address
potential challenges.
13. Innovation in Product Development:

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  Diverse teams contribute to more innovative and inclusive product
development. Understanding the diverse needs of a customer base allows for
the creation of products and services that cater to a broader range of
preferences.
14. Adaptability and Resilience:
 In a rapidly changing business landscape, diverse teams are often more
adaptable and resilient. The ability to draw on a variety of experiences and
insights enables organizations to navigate challenges and embrace change
more effectively.
15. Social Responsibility and Ethical Leadership:
 Organizations that prioritize diversity demonstrate a commitment to social
responsibility and ethical leadership. This commitment can resonate with
employees, customers, and other stakeholders who value ethical business
practices.

2. IAC0804 Discuss approaches to diversity management

1. Diversity:
 Definition: The presence of differences among people in various dimensions,
such as race, ethnicity, gender, age, sexual orientation, socioeconomic
background, physical abilities, and more.
2. Inclusion:
 Definition: The active and intentional effort to create a work environment
where all individuals feel valued, respected, and included. Inclusion goes
beyond diversity numbers to ensure everyone has equal opportunities to
participate and contribute.
3. Equity:
 Definition: Achieving fairness and justice in the treatment of individuals,
considering their unique needs and providing equal access to opportunities,
resources, and benefits.
4. Cultural Competence:
 Definition: The ability to understand, appreciate, and effectively engage with
individuals from diverse cultural backgrounds. Cultural competence is crucial
for fostering a positive and inclusive workplace.
5. Unconscious Bias:

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  Definition: Implicit or unconscious attitudes and stereotypes that affect
decision-making and interactions. Diversity management aims to raise
awareness of and mitigate unconscious biases in the workplace.
6. Intersectionality:
 Definition: Recognizing that individuals have multiple social identities that
intersect and influence their experiences. Diversity management considers
the complexity of these intersections in promoting inclusion.
7. Affirmative Action:
 Definition: Policies and practices designed to address historical and systemic
discrimination by actively promoting the inclusion of underrepresented groups
in employment, education, or other areas.
8. Employee Resource Groups (ERGs):
 Definition: Organized groups within an organization that bring together
employees with shared characteristics or interests. ERGs provide support,
networking, and a platform for addressing specific issues related to diversity.
9. Diversity Training:
 Definition: Educational programs aimed at increasing awareness,
understanding, and skills related to diversity and inclusion. Training helps
create a more inclusive and culturally competent workforce.
10. Leadership Commitment:
 Definition: A commitment from organizational leaders to champion and
prioritize diversity and inclusion initiatives. Leadership support is essential for
the success of diversity management efforts.
11. Microaggressions:
 Definition: Subtle, often unintentional, and brief verbal or non-verbal
behaviors that convey negative messages or assumptions based on an
individual's identity. Diversity management addresses the impact of
microaggressions on workplace culture.
12. Intersectional Approach:
 Definition: Considering the interconnected nature of various aspects of
diversity (e.g., race, gender, sexuality) and understanding how these factors
intersect to shape individuals' experiences.
13. Pipeline Diversity:
 Definition: Ensuring diversity at all stages of the talent pipeline, from
recruitment and hiring to promotion and leadership development. This
involves addressing barriers that may limit the advancement of
underrepresented groups.

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 14. Diversity Metrics:
 Definition: Quantitative measures used to assess and track the representation
and experiences of diverse groups within an organization. Metrics help
evaluate the effectiveness of diversity management initiatives.
15. Supplier Diversity:
 Definition: The inclusion of businesses owned by individuals from
underrepresented groups in the organization's supply chain. Supplier diversity
supports economic inclusion and strengthens diverse communities.

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