Learner Workbook

Monitor and control the

reception area
Learner Name and Sizwe Mongadi
Surname

Learner ID 0002065764082

Date 04 november 2024

Learner Signature

SAQA ID 13928
Monitor and control reception area
NQF Level 3, 4 Credits
Table of Contents
CLASS ACTIVITIES........................................................................................................................................3
Class Activity 1: Monitor the maintenance of a clean and safe reception area as per organisational
requirements..............................................................................................................................................3
Class Activity 2: Monitor presentation of reception area......................................................................... 7
Class Activity 3: Monitor the implementation of security procedures in reception area....................... 11
Reflection................................................................................................................................................14
Facilitator Observation Checklist........................................................................................................... 15
 Class Activities

Class Activities
During and after the initial training the learner will be required to complete a number
of activities. These activities will be both individual and group activities (class
activities formative activities). The activities are numbered and are to be included in
the learner’s portfolio of evidence. These activities will measure the progress of the
learner through the programme. For authenticity reasons these activities must be
handwritten.

Class Activity 1: Monitor the maintenance of a clean

and safe reception area as per organisational
requirements 13928.1.1-4
Complete the following in small groups / individually as
per the instructions from your facilitator:
1.1 Housekeeping standards according to workplace policy:
a) List the areas that are most at risk of contamination by air-borne viruses and
bacteria in your reception area and say how each is dealt with in terms of
cleaning and prevention:
1.Reception Desk and Counter:

● Risk: This is a high-contact area as visitors and staff often interact here, making it prone to
contamination from coughs, sneezes, and frequent touch.
● Cleaning/Prevention: Clean and disinfect the desk and counter surfaces regularly (e.g., every
hour or after each visitor interaction) with approved disinfectants. Provide hand sanitizers for
both staff and visitors to use upon arrival and departure.

2.Door Handles and Push Plates:

● Risk: Frequently touched by various people, leading to a high risk of surface contamination.
● Cleaning/Prevention: Wipe down handles and push plates several times a day using
disinfecting wipes or sprays. Encourage staff to use disinfectant wipes or paper towels when
opening doors, if practical.

3.Seating Area (Chairs, Armrests, and Tables):

● Risk: Visitors use this area while waiting, so surfaces are often touched and can harbor
germs from clothing, hands, or belongings.
● Cleaning/Prevention: Clean and disinfect chairs, armrests, and tables at regular intervals,
ideally after each visitor leaves. Seat covers or furniture that is easy to clean can also help in
maintaining hygiene.

4.Telephones and Shared Equipment (like pens, sign-in screens, or tablets):

● Risk: Shared items are frequently handled and can spread germs among users.
● Cleaning/Prevention: Disinfect shared devices and equipment after each use, or provide
individual use items where possible (like disposable pens). Encourage staff to sanitize hands
after handling shared equipment.

5.Floor and Carpets:

● Risk: Foot traffic from various visitors can bring in contaminants, which can become airborne.
● Cleaning/Prevention: Vacuum carpets daily with a HEPA filter vacuum, and mop hard floors
with disinfectant. Place doormats at entry points to reduce dirt and contaminants from shoes.

6.Waiting Room Magazines or Brochures:

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● Risk: High-touch items handled by multiple people, potentially transferring germs.

● Cleaning/Prevention: Limit shared reading materials, or switch to digital displays where
possible. Regularly replace magazines and disinfect brochures or provide disposable copies.

b) Discuss what cleaning programme is implemented in your company

and how you monitor whether it is effective

Cleaning Program
1. Daily Cleaning:
○ Frequency: Every morning before the start of business and at the
end of the day.
○ Tasks: This includes disinfecting all high-contact surfaces, such as
the reception desk, door handles, chairs, and shared equipment
(telephones, tablets, etc.).
○ Staff Involvement: Dedicated cleaning staff are assigned to ensure
all areas are sanitized before any visitors or employees arrive.
2. Mid-Day Cleaning:
○ Frequency: Conducted twice during working hours (mid-morning and
afternoon).
○ Tasks: Wiping down surfaces frequently touched by visitors,
including counters, chairs, and waiting area tables, as well as
replenishing hand sanitizers and disinfectant wipes.
3. Weekly Deep Cleaning:
○ Frequency: Every weekend or after business hours.
○ Tasks: Thorough cleaning of all surfaces, including deep-cleaning
carpets, wiping down walls, and sanitizing any additional areas not
covered during daily cleaning.
4. Additional Spot Cleaning:
○ Frequency: As needed, especially during high-traffic times.
○ Tasks: Immediate cleaning if surfaces appear visibly dirty or if there
is a known contamination risk (e.g., someone coughing heavily).

Monitoring Effectiveness
1. Scheduled Inspections:
○ The supervisor conducts regular inspections based on a checklist to
ensure all cleaning tasks are completed to standard.
○ Inspections take place at least once a day for high-traffic areas, with
feedback recorded and shared with the cleaning staff.
2. Feedback Collection:
○ Feedback is gathered from both staff and visitors regarding
cleanliness and any issues observed in the reception area.
○ Staff are encouraged to report any concerns immediately so
corrective action can be taken.
3. Surface Testing:
○ Periodically, random surface testing (e.g., with ATP swabs) may be
conducted to assess microbial contamination levels, ensuring
disinfection practices are effective.
4. Documentation and Logs:
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○ Cleaning staff maintain a log for each cleaning shift, detailing the
areas cleaned, any specific issues encountered, and the products
used.
○ This documentation helps track compliance with the cleaning
schedule and can reveal patterns in areas needing more attention.
5. Continuous Improvement:
○ The cleaning program is reviewed monthly to identify any areas for
improvement based on feedback, inspection results, or seasonal
factors (e.g., flu season). Adjustments are made to increase cleaning
frequency or add new measures if needed.

c) Describe how you get staff members to take responsibility for the
cleanliness of the reception area and bathrooms

1. Clear Assignment of Roles and Responsibilities

● Each staff member is given specific tasks or areas to maintain as part of a daily or
weekly cleaning rotation schedule. This ensures everyone knows exactly what they
are responsible for and creates a sense of ownership over their assigned areas.

2. Promoting a Clean-as-You-Go Culture

● Staff are encouraged to clean up any small messes they make immediately (e.g.,
wiping down surfaces after use or picking up litter). This culture of “clean-as-you-go”
helps to maintain tidiness throughout the day and minimizes the buildup of mess.

3. Incentives and Recognition Programs

● We offer small rewards or recognition, such as a “Cleanliness Champion of the
Month” award, for staff members who go above and beyond in keeping the area
clean. Recognizing their efforts publicly encourages others to take pride in
cleanliness.

4. Accessible Cleaning Supplies

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● Cleaning supplies, such as disinfectant wipes, hand sanitizers, paper towels, and
waste bins, are placed in convenient locations in the reception area and bathrooms.
This accessibility makes it easier for staff to clean up immediately when needed.

5. Regular Training and Awareness Sessions

● We hold brief training sessions to remind staff of the importance of cleanliness and
hygiene, especially in shared spaces like the reception area and bathrooms. Staff
are also informed about health risks associated with poor hygiene, emphasizing the
role they play in preventing illness.

6. Visual Reminders and Signage

● Posters and signage are placed in strategic locations as reminders to keep areas
clean. For example, a sign near the sink might remind staff to clean up after using
the bathroom, or a notice by the reception desk could encourage everyone to keep
the space clutter-free.

7. Encouraging Teamwork and Accountability

● Teams are encouraged to check each other’s areas and gently remind one another
if something is missed. This approach fosters teamwork and a shared sense of
responsibility. Periodic group discussions about cleanliness standards also allow
team members to express any challenges and find collaborative solutions.

8. Setting an Example by Management

● Managers and supervisors also participate in these cleaning efforts and take
responsibility for maintaining clean spaces. When staff see leaders modeling this
behavior, they are more likely to follow suit.

d) Rate your company’s compliance with the 5S Housekeeping system on a

scale of 1 (very poor) to 5 (excellent):

Japanese English Description Rating 1-5

Word Translation

SEIRI Sort An ACTION to sort the items and classify them as

to whether they are needed or unneeded. The
unneeded items are discarded, eliminated or
disposed while the needed items are managed
and stored properly.

SEITON Systematise An ACTION to put each needed item in their

proper location and making sure that it is in good
order. This involves the use of labels, signages,
storage and record keeping systems to make the
storage and retrieval of these items easier.

SEISO Sweep An ACTION to clean your workplace thoroughly

making sure that it is neat and tidy.
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SEIKETSU Sanitise A CONDITION where high standard of good

housekeeping is maintained so that there is no
dust and rust anywhere and that the employees
are committed to the first 3S's.

SHITSUKE Self-disciplin A CONDITION where all members practice the

e above 4S's spontaneously and willingly as a way
of life and has become a company culture.

Based on this rating, discuss what you and your colleagues can do to improve
general Housekeeping in the reception area:

1. Improve Sorting and Decluttering (Seiri)

● Actions: Regularly go through items in the reception area and identify what
is needed and what is not. Unnecessary items, such as old magazines,
unused equipment, or outdated signage, should be removed or recycled.
● Benefits: This reduces clutter, makes the area look more organized, and
allows staff to focus on maintaining essential items.

2. Enhance Organization and Storage Systems (Seiton)

● Actions: Label and organize storage spaces for commonly used items like
brochures, forms, and office supplies. Ensure these items are placed in
designated spots that are accessible but discreetly stored to maintain a neat
appearance.
● Benefits: This makes it easier to locate items quickly and ensures the
reception area remains tidy without unnecessary visible items.

3. Increase Frequency and Quality of Cleaning (Seiso)

● Actions: Establish a more rigorous cleaning schedule for high-touch
surfaces (like the reception desk, chairs, and door handles) and make sure
it is adhered to throughout the day. Consider adding a quick wipe-down of
these surfaces every hour or after each use.
● Benefits: This improves hygiene and reduces the risk of germ spread,
especially in high-traffic areas. It also ensures that the reception area
consistently looks fresh and well-maintained.

4. Standardize and Maintain High Cleaning Standards (Seiketsu)

● Actions: Develop a checklist for daily and weekly cleaning tasks to
standardize housekeeping routines. Encourage all team members to follow
the checklist and maintain a high standard of cleanliness.
● Benefits: This approach creates consistency in cleanliness and makes it
easier to monitor and address any lapses in the cleaning routine. Regular
reminders about the checklist keep the standards top of mind.

5. Build a Culture of Self-Discipline (Shitsuke)

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● Actions: Encourage each team member to adopt the habit of

“clean-as-you-go” and to take responsibility for maintaining the reception
area’s appearance. Regular training and group discussions on the
importance of housekeeping can also help reinforce this culture.
● Benefits: A self-disciplined approach ensures everyone actively contributes
to cleanliness, making it a shared responsibility rather than an assigned
task.

6. Introduce a Feedback Loop for Continuous Improvement

● Actions: Set up a suggestion box or an open feedback system for staff and
visitors to share comments on the cleanliness of the reception area. Review
these suggestions in team meetings and implement feasible ideas.
● Benefits: This allows us to identify specific issues that we may not have
noticed and enables continuous improvement based on actual feedback

e) In your groups, design a poster that you can put up in one of the high-risk
areas to remind staff members of the dangers of contamination and what
they can do to prevent it. Draw the mind map or rough draft in the space
below:

Poster Draft: "Stay Safe, Stay Clean!"

Title: "Prevent Contamination – Keep It Clean!"

Center Image: A large graphic showing a pair of hands using sanitizer or

washing hands with soap and water.

Key Points (around the image, like a mind map):

1. Hand Hygiene
○ Message: "Sanitize your hands frequently!"
○ Graphic: Hand sanitizer bottle and hand-washing icon
○ Details: Use hand sanitizer after touching shared surfaces, and
wash hands with soap and water regularly.
2. Disinfect Shared Surfaces
○ Message: "Wipe down surfaces after each use!"
○ Graphic: A disinfectant wipe and a hand cleaning a surface
○ Details: Clean and disinfect counters, desks, and other
high-touch areas regularly to kill germs.
3. Avoid Touching Face
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○Message: "Keep hands away from your face!"

○Graphic: A hand near a face with a "no" symbol
○Details: Avoid touching your eyes, nose, and mouth to reduce
the risk of germ spread.
4. Cover Coughs and Sneezes
○ Message: "Cough or sneeze into your elbow!"
○ Graphic: Person sneezing into elbow
○ Details: Protect others by containing droplets when sneezing or
coughing.
5. Dispose of Waste Properly
○ Message: "Throw waste in the bin!"
○ Graphic: Trash can with discarded tissues
○ Details: Use trash bins for tissues, wipes, and other waste to
keep the area clean and safe.

Bottom Section:

● Reminder: “We all play a role in keeping our workplace safe and
healthy!”
● Visuals: Smiling employees with clean surroundings
● Icons: Small icons for "sanitize," "clean," and "stay safe" to reinforce
the message.

This poster serves as a quick reminder for staff to take simple actions to
prevent contamination and promote a hygienic environment.

1.2 Housekeeping operations are maintained to ensure no disruption to operational

services: explain how poor housekeeping can cause accidents in your specific
work area:

Poor housekeeping in the reception area can lead to several potential accidents
that disrupt operational services and pose risks to both staff and visitors. Here are a
few specific ways that inadequate housekeeping can cause accidents:

1. Slips, Trips, and Falls

● Cause: Cluttered walkways, spilled liquids, or items left on the floor, such as
cables, bags, or misplaced furniture, can create tripping hazards.
● Impact: Visitors or staff may trip, leading to injuries that require medical
attention and could result in missed work or even liability issues.
● Example: A spilled drink that isn’t promptly cleaned up could lead to a visitor
slipping, causing a fall and possibly an injury.

2. Fire Hazards
● Cause: Accumulated dust, paper clutter, or improperly stored flammable
items in the reception area increase the risk of fire.
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● Impact: In the event of a fire, this can lead to evacuation, disruption of

services, and even physical harm if the fire spreads quickly.
● Example: If newspapers, magazines, or brochures are left in stacks near
electronics, they could easily catch fire, causing extensive damage.

3. Health Risks from Poor Hygiene

● Cause: Neglecting cleaning in high-touch areas (like desks, door handles,
and shared equipment) can lead to the spread of germs and airborne
bacteria.
● Impact: Poor hygiene can contribute to illness among staff and visitors,
resulting in more sick days, reduced productivity, and potential reputational
harm.
● Example: A poorly maintained reception desk that isn’t disinfected could
cause illness transmission, leading to staff or visitors getting sick and
needing time off.

4. Obstructed Emergency Exits

● Cause: Items like boxes, furniture, or other materials left in hallways or near
emergency exits can obstruct evacuation routes.
● Impact: This can lead to serious risks during emergencies by delaying safe
exits, increasing the chance of injuries, and disrupting emergency services.
● Example: A chair or cart left in front of an emergency exit could delay a
quick evacuation during a fire drill or actual emergency.

5. Strain and Injury from Improperly Stored Items

● Cause: Storing heavy items in inappropriate places, such as on high shelves
or in awkward positions, can lead to strain or injury when staff attempt to
retrieve them.
● Impact: Staff may injure themselves reaching or lifting heavy objects,
leading to lost work time and possible compensation claims.
● Example: A heavy box stored on an overhead shelf could fall on a staff
member or require awkward reaching, causing strain or injury.

Summary
Maintaining good housekeeping practices in the reception area helps prevent
accidents and ensures that operational services run smoothly without disruptions.
By keeping pathways clear, regularly cleaning surfaces, managing clutter, and
organizing items properly, we can significantly reduce the risk of accidents and
contribute to a safe, professional environment.

1.3 List areas not meeting the required standards and suggest possible remedial
action

1. Cluttered Reception Desk and Counter

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● Issue: Papers, pens, brochures, and other items can accumulate, creating a
cluttered and unprofessional appearance.
● Remedial Action: Implement a daily “clear desk” policy where all
non-essential items are stored in designated drawers or shelves. Use
organizers for frequently used items to keep the desk tidy.

2. High-Touch Areas Not Regularly Disinfected

● Issue: Areas like door handles, phones, and counters are prone to
contamination and may not be cleaned often enough.
● Remedial Action: Establish a cleaning schedule that includes disinfecting
high-touch areas multiple times a day. Assign responsibility for these tasks
to specific staff members or cleaning staff.

3. Dusty or Dirty Floors and Carpets

● Issue: Accumulated dust and debris can make floors look unkempt and
present potential slip hazards.
● Remedial Action: Vacuum carpets daily and mop hard floors with an
appropriate disinfectant. For high-traffic areas, conduct additional cleaning
during the day as needed.

4. Inadequate Lighting
● Issue: Dim or poorly lit areas make it hard for staff to see clearly, increasing
the risk of trips and falls.
● Remedial Action: Replace outdated or dim bulbs with brighter,
energy-efficient options. Consider adding task lighting in specific areas, such
as the reception desk, if general lighting is insufficient.

5. Poor Ventilation and Air Quality

● Issue: Stale or poorly circulated air can make the area feel stuffy and may
contribute to the spread of germs.
● Remedial Action: Improve airflow by opening windows if possible or using
an air purifier. Schedule regular maintenance for HVAC systems to ensure
they function efficiently and replace filters as needed.

6. Insufficient Accessibility for Disabled Individuals

● Issue: Lack of accessible pathways, ramps, or seating can make it difficult
for disabled visitors to use the reception area comfortably.
● Remedial Action: Rearrange furniture to create clear pathways and add
seating with accessible heights. If feasible, install a ramp or widen doorways
to ensure easy access for all visitors.

7. Unpleasant Odor in Waiting Area or Restrooms

● Issue: Lingering odors can make the area feel unwelcoming and
unprofessional.
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● Remedial Action: Install air fresheners or use odor-neutralizing sprays.

Ensure that bathrooms are regularly cleaned and ventilated, and empty
trash bins frequently to prevent buildup of smells.

8. Lack of Clear Signage for Emergency Exits

● Issue: If emergency exits are not clearly marked, visitors may not know
where to go during an evacuation.
● Remedial Action: Install prominent signs indicating the location of
emergency exits. Periodically check that exit signs are clearly visible and
free from obstructions.

By addressing these issues with the suggested remedial actions, we can bring all
areas up to standard, creating a safer, cleaner, and more welcoming reception area
for visitors and staff alike.

Place any extra evidence after this page, clearly marked for easy reference.
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Class Activity 2: Monitor presentation of reception

area 13928.2.1-4
Complete the following in small groups / individually as
per the instructions from your facilitator:
2.1
a) Draw a floor plan/ top view of your company’s reception area, indicating where
the counter, furniture are placed, as well as indicating where the bathroom is
situated. Indicate the route that will be taken during an evacuation of the
building:

b) List the aspects of your reception area that you are proud of:

Professional Appearance: The reception area looks welcoming, with neat and modern
furnishings that create a professional first impression.
Cleanliness: The space is consistently clean, with regular housekeeping ensuring a tidy
environment for visitors and staff.
Accessibility: The area is easy for both visitors and employees to navigate, with clear
pathways and easy access to essential areas.
Friendly Atmosphere: The reception staff are approachable and maintain a warm,
courteous demeanor, making guests feel valued and comfortable.
Efficient Service: Visitors are attended to promptly, and necessary resources (like
visitor badges or information packets) are organized for smooth, efficient handling.
Security: There is a strong security presence, such as visitor sign-ins and monitored
entry points, ensuring safety without compromising the welcoming feel.
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c) List any areas that you feel could improve

Clutter Reduction: Ensuring that surfaces like the reception desk remain
uncluttered and that only essential items are visible. Excess pamphlets, papers,
or other items can detract from a professional appearance.
Accessibility for Disabled Visitors: Improving accessibility features, such as
wheelchair ramps, wider pathways, or lower counters, to accommodate all
visitors comfortably.
Signage and Directions: Adding clear, helpful signage for new visitors can
make navigation easier, especially for those unfamiliar with the building layout.
Lighting and Ventilation: Improving lighting quality to create a brighter, more
inviting atmosphere and ensuring the area is well-ventilated for comfort.
Waiting Area Comfort: Enhancing the comfort of waiting areas with better
seating, reading materials, or even offering refreshments to make guests feel
more at ease.
Noise Control: Implementing measures to minimize noise, such as
soundproofing, to maintain a peaceful environment, especially if the reception
area is near busy workspaces.
Up-to-Date Technology: Upgrading any outdated technology, like computers or
sign-in systems, to streamline visitor management and improve efficiency.

2.2 Rate your reception area on the following on a scale of 1(poor) -5 (excellent):

€ Accessibility (customer) 4 – The area is generally accessible for customers,

with clear entryways and pathways.

€ Accessibility (staff) 4 – Staff can easily access the reception area, though
minor improvements could be made to facilitate movement during busy
times.

€ User-friendly (customer) 4 – The reception layout is welcoming and easy for

customers to navigate.

€ User–friendly (staff) 4 – Staff have the necessary tools and space to perform
their tasks effectively, but further ergonomic enhancements could improve
efficiency.

€ Uncluttered 3 – The area is mostly uncluttered, but some surfaces could be

kept clearer by reducing excess materials.

€ Clean 5 – The area is consistently clean, showing strong adherence to

housekeeping practices.
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€ Well-lit 4 – The lighting is adequate, but slightly brighter lighting could

enhance the overall ambiance.

€ Well-ventilated 3 – The ventilation is functional, though additional airflow

might make the space more comfortable.

€ Odour 5 – The area is free of unpleasant odors, with effective air freshening
and cleaning protocols in place.

2.3 Discuss remedial actions that would/should be taken in the case of a problem in
one of the following areas:

Area of non-conformance Possible remedial action

Cluttered Remedial Action: Implement regular decluttering

routines, where unnecessary items are removed
daily. Use storage solutions, such as cabinets or
drawers, to keep surfaces clear. Assign
responsibility to specific staff members to ensure the
reception remains uncluttered.

Litter Remedial Action: Place additional waste bins

in convenient locations and ensure they are
emptied frequently. Conduct periodic checks
throughout the day to keep the area free of
litter. Encourage staff to maintain cleanliness
by displaying reminders.

Lighting inadequate Remedial Action: Upgrade to brighter,

energy-efficient LED lights or add more
lighting fixtures to ensure sufficient
illumination. If feasible, make use of natural
light by opening blinds or adding reflective
surfaces to enhance lighting.

Poorly-ventilated Remedial Action: Install or repair ventilation

systems, such as fans or air conditioning, to
improve airflow. Use air purifiers in confined
areas, and ensure windows are opened where
possible to allow fresh air circulation.

Bad odour Remedial Action: Identify the source of any

unpleasant odor and address it directly (e.g.,
clean carpets or upholstery). Use air
fresheners or diffusers to maintain a pleasant
scent. Increase the frequency of cleaning in
high-traffic areas prone to odors.
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Inaccessibility to wheel chair users Remedial Action: Install wheelchair ramps if

not already present, and ensure doorways are
wide enough for wheelchair access. Arrange
furniture to allow adequate space for
movement, and lower reception counters to
accommodate visitors in wheelchairs.

2.4 Prepare a presentation to management in which you persuade them to allocate

budget to improve accessibility to people with disabilities

Slide 1: Introduction
Title: Enhancing Accessibility for All Visitors
Opening Statement:
"Investing in accessibility improvements is not only a legal requirement but also
demonstrates our commitment to inclusivity and exceptional customer service. This
presentation outlines how accessibility enhancements can transform our reception
area and benefit our organization as a whole."

Slide 2: Current Challenges

Current Areas of Improvement Needed:

● Wheelchair Accessibility: Lack of wheelchair ramps or adequately wide

pathways.
● Reception Counter Height: Current counter height may not accommodate
wheelchair users.
● Restroom Accessibility: Bathrooms lack adequate accessibility features,
such as grab bars.
● Limited Signage: Insufficient directional signage or Braille support for
visually impaired visitors.

Slide 3: Legal and Ethical Importance

● Compliance with Accessibility Regulations:
○ Relevant legislation (e.g., ADA, local laws) mandates our
commitment to creating an accessible environment. Ensuring
compliance can protect us from potential legal issues and penalties.
● Alignment with Company Values:
○ Prioritizing accessibility demonstrates our respect for all individuals
and commitment to inclusivity and equality. It’s a tangible way of
upholding our core values.
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Slide 4: Benefits of Improved Accessibility

● Enhanced Customer Experience:
○ A more accessible environment makes every visitor feel valued and
respected, enhancing our reputation and encouraging repeat visits.
● Broadening Our Customer Base:
○ Making our facilities accessible means we can welcome a larger,
more diverse customer group, including those with disabilities.
● Positive Workplace Impact:
○ Supporting accessibility benefits employees with disabilities as well,
fostering a workplace culture of inclusivity and respect.

Slide 5: Proposed Accessibility Improvements

1. Wheelchair Ramps and Wider Pathways:
Install ramps at entrances and ensure all pathways are wide enough for
easy wheelchair navigation.
2. Lowered Reception Counter:
Adjust counter height to meet accessibility standards, making it comfortable
for wheelchair users.
3. Accessible Restroom Modifications:
Install grab bars, ensure wheelchair-friendly stalls, and make necessary
updates to enhance restroom accessibility.
4. Clear Signage and Braille Support:
Add clear directional signage and Braille indicators where possible, and
consider audio or visual alerts for additional guidance.

Slide 6: Cost Analysis

Budget Breakdown:

● Wheelchair Ramp: R30,000.00

● Counter Adjustments: R20,000.00
● Restroom Modifications: R60,000.00
● Signage Improvements:R40,000.00
● Total Estimate: R150,000.00

Return on Investment (ROI):

● Increased Visitor Traffic: Greater accessibility can attract more customers

and clients.
● Enhanced Customer Loyalty: Demonstrating care for all customers builds
brand loyalty.
● Legal Compliance: Avoid potential fines and liabilities related to
non-compliance.

Slide 7: Conclusion
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Closing Statement:
"By investing in these accessibility improvements, we not only comply with the law
but also actively create an environment that is welcoming and inclusive for
everyone."

Call to Action:
Encourage management to consider allocating budget for these enhancements, as
they align with our company’s commitment to accessibility and inclusivity. Thank
you for considering this investment in our future.

Place any extra evidence after this page, clearly marked for easy reference.
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Class Activity 3: Monitor the implementation of

security procedures in reception area 13928.3.1-4
Complete the following in small groups / individually as
per the instructions from your facilitator:
3.1 Draw up a written outline/summary of your company’s security
procedures that can be given to all reception personnel:

Company Security Procedures for Reception Personnel

1. Visitor Access Control

● Sign-In Requirement: All visitors must sign in upon arrival. Reception personnel are
responsible for verifying each visitor’s identity by checking a valid ID.
● Visitor Passes: Issue visitor badges or passes, which must be visibly worn at all
times while on company premises. Record the visitor’s name, company, time of
entry, and intended destination.
● Escorting Visitors: Visitors should be escorted by their host or designated personnel
whenever possible to ensure restricted areas remain secure.

2. Employee Access

● ID Badges: All employees are required to display their ID badges while on site.
Unauthorized access to restricted areas is strictly prohibited.
● After-Hours Access: Employees needing after-hours access must obtain prior
authorization from their supervisor or the security manager.

3. Emergency Procedures

● Evacuation Protocol: In case of an emergency, assist in directing visitors to the

nearest exits and designated assembly points. Follow all instructions from the
emergency response team.
● Lockdown Procedure: In a lockdown situation, secure the reception area, lock all
entrances, and instruct any visitors present to remain in place until further notice.
● Medical Emergencies: For medical emergencies, immediately notify the on-site first
aid team or call emergency services as needed.

4. Surveillance and Monitoring

● CCTV Monitoring: The reception area is monitored by CCTV to ensure the safety
and security of all personnel and visitors. Receptionists should report any
suspicious behavior observed on cameras.
● Incident Reporting: Record any security incidents in the incident log and notify the
security manager or supervisor immediately for follow-up.

5. Firearm Policy

● Prohibition on Firearms: Personal firearms are not permitted on company property

unless explicitly authorized for licensed security personnel.
● Firearm Storage: Any authorized firearms must be securely stored in designated
lockers or safes, and access should be strictly limited to authorized personnel.
● Reporting Firearm Issues: Any issues or concerns related to firearms must be
reported immediately to the security manager.

6. Handling Security Breaches

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● Unauthorized Access: If someone attempts to gain unauthorized access, reception

personnel should calmly deny entry and alert security immediately.
● Suspicious Activity: Report any suspicious activity observed in the reception area to
the security team. Log the incident with as many details as possible.
● Lost or Stolen Badges: If a visitor or employee reports a lost or stolen badge, issue
a temporary badge and notify security to deactivate the original badge.

7. Visitor Departure

● Badge Return: Ensure that visitors return their badges at the reception upon
leaving. Record the time of departure in the visitor log.
● Sign-Out: Verify that each visitor has signed out and that their information is
accurate before they exit the building.

3.2 Describe your procedures regarding the screening of visitors and the issuing of
visitors’ cards and permits:

Visitor Screening and Issuance of Visitor Cards and Permits

1. Visitor Screening Process

● Identification Check: Upon arrival, visitors are required to present a valid

form of identification, such as a driver’s license or company ID. Reception
personnel will verify the visitor’s identity and cross-reference it with the
scheduled appointments list.
● Purpose of Visit Verification: Reception staff should confirm the purpose of
the visitor’s visit and verify the name of the host or department the visitor
intends to meet.
● Security Questions: In cases where additional screening is necessary,
visitors may be asked basic security questions to confirm their reason for
visiting.

2. Issuance of Visitor Cards and Permits

● Visitor Badge Issuance: Once the visitor’s identity and purpose of visit are
confirmed, the receptionist will issue a visitor badge or permit. This badge
must be visible at all times while the visitor is on the premises.
● Recording Visitor Information: Reception staff should log each visitor’s
details, including name, company, arrival time, and purpose of visit, in a
visitor management system or logbook.
● Briefing on Security Protocols: Reception personnel will provide visitors with
a brief overview of relevant security protocols, including areas that are
off-limits and emergency evacuation procedures.

3. Escorting and Monitoring Visitors

● Escort Requirement: In areas with restricted access, visitors should be

escorted by their host or an authorized staff member. Unescorted access to
restricted areas is prohibited unless otherwise approved by management.
● Visitor Movement Tracking: Receptionists will record the visitor’s
movements if they change location within the facility and note any restricted
areas the visitor may need to access.
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4. Collection of Visitor Cards and Sign-Out Procedure

● End of Visit Procedure: Upon completion of their visit, the visitor must return
their badge or permit to the reception desk.
● Sign-Out: The receptionist will log the visitor’s departure time in the system,
ensuring accurate visitor tracking.
● Badge Deactivation: If the visitor card has electronic access capabilities, it
should be deactivated upon return to prevent unauthorized access in the
future.

3.3 Explain your company’s firearm procedures and how they are monitored and
maintained as per workplace policy:

1. Authorized Personnel Only: Only designated and trained personnel are

permitted to carry firearms within the workplace. These individuals must
have proper licenses and training in firearm safety and handling.
2. Secure Storage: Firearms should be stored securely in a locked cabinet or
safe when not in use. This storage area is typically located away from
high-traffic areas and accessible only by authorized staff.
3. Screening and Access Control: Visitors and non-authorized employees
are screened to prevent unauthorized access to firearms. Security protocols
often include issuing visitor passes and escorting visitors away from
restricted areas.
4. Regular Inspections and Maintenance: Firearms are regularly inspected
to ensure they are in good working condition. This includes routine
maintenance and checks for wear or damage. The person responsible logs
inspection dates, findings, and any actions taken.
5. Logging and Documentation: Every instance of firearm access or
movement is documented in a logbook or digital system, noting the time,
person responsible, and purpose. This helps in tracking and auditing firearm
use and security.
6. Incident Reporting and Response: Any incidents, such as accidental
discharge or attempted unauthorized access, must be reported immediately
to management and recorded. An emergency response plan is in place to
handle such situations swiftly and safely.
7. Ongoing Training and Awareness: Authorized personnel receive regular
training on firearm handling and updates on any changes in company policy
or legal requirements.
8. Audits and Compliance Checks: Periodic audits are conducted by
management or security teams to ensure compliance with firearm policies.
This includes reviewing access logs, ensuring storage compliance, and
evaluating the effectiveness of monitoring systems.

Monitoring and Maintenance:

● Security personnel or designated managers are responsible for enforcing

these procedures, conducting regular checks, and ensuring that all protocols
are followed. Regular audits and staff training are key to maintaining
compliance with workplace firearm policies and ensuring a safe
environment.
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3.4
a) Explain the dangers of poor firearm control.

Poor firearm control in the workplace poses several significant dangers,

including:

1. Accidental Discharge: Improper handling or lack of secure storage can

lead to accidental discharge, causing injury or even fatalities among
employees, visitors, or security staff.
2. Unauthorized Access: If firearms are not securely stored or if access is not
restricted to authorized personnel, there is a risk of them falling into the
hands of untrained or unauthorized individuals, potentially leading to misuse
or intentional harm.
3. Increased Workplace Anxiety: Poor firearm control can create a
heightened sense of fear or anxiety among employees, as they may feel
unsafe if firearms are not properly managed or if policies are lax.
4. Theft and Criminal Use: Insufficient security and control measures can
make it easier for firearms to be stolen, leading to their potential use in
criminal activities outside the workplace, thereby creating liability issues for
the company.
5. Legal and Financial Consequences: Companies with inadequate firearm
control may face legal action, fines, or reputational damage if a firearm
incident occurs. This can lead to significant financial loss and impact the
company’s standing in the community.
6. Escalation of Conflicts: If firearms are easily accessible, there is a risk of
escalating workplace conflicts or confrontations, as employees or others
might use them in moments of emotional distress or anger.

b) What discrepancies and problems could arise which could compromise the
safety of your workplace?

Several discrepancies and problems related to firearm control can

compromise workplace safety. These include:

1. Lack of Secure Storage: Firearms that are not stored in locked, secure
locations are vulnerable to unauthorized access, increasing the risk of theft
or misuse.
2. Inadequate Training: If personnel handling firearms are not sufficiently
trained, they may mishandle or improperly secure firearms, increasing the
likelihood of accidental discharge or failure to follow safety protocols.
3. Poor Access Control: Without proper access control measures,
unauthorized employees or visitors may gain access to firearms, leading to
potential misuse or dangerous situations.
4. Inconsistent Documentation: Failure to properly document firearm access,
maintenance checks, and incidents can lead to discrepancies in tracking
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firearm use and storage, making it harder to identify and address safety
issues.
5. Neglecting Routine Inspections: If regular inspections and maintenance
checks are neglected, firearms may become unsafe to use due to unnoticed
wear, malfunctions, or damage.
6. Non-compliance with Legal Standards: Failing to adhere to legal and
regulatory standards regarding firearm storage, handling, and use can lead
to legal penalties and increase liability risks for the organization.
7. Unreported Incidents: If minor incidents or near-misses are not reported,
management may not be aware of ongoing issues, preventing corrective
action and potentially leading to more severe incidents.
8. Lack of Emergency Protocols: Without clear, practiced emergency
procedures for handling firearm-related incidents, responses may be chaotic
and ineffective, putting employees and visitors at greater risk in case of an
incident.

Addressing these issues through strict adherence to firearm protocols, routine

audits, and ongoing training is essential to ensure a safe and secure workplace
environment

c) To whom would you report these discrepancies or problems?

Discrepancies or problems related to firearm control should be reported to the

following individuals or departments to ensure appropriate action:

1. Security Supervisor or Security Manager: They are typically responsible for

overseeing firearm safety and security protocols and can address issues
directly or implement corrective measures.
2. Facilities or Operations Manager: This person oversees workplace safety
and facility management, and can initiate changes to address any physical
security or access control issues.
3. Human Resources (HR) Department: HR should be informed about any
security or safety issues that affect employee well-being. They can
coordinate with other departments to ensure training, compliance, and
disciplinary action if necessary.
4. Health and Safety Officer: In workplaces with a designated health and safety
officer, reporting firearm discrepancies to them ensures that potential
hazards are formally documented and managed in line with health and
safety regulations.
5. Compliance Officer or Legal Department: If the issue relates to regulatory
compliance, informing the compliance officer or legal department is essential
to prevent legal repercussions and ensure adherence to relevant laws and
policies.
6. Senior Management: For serious or unresolved issues, escalating the
matter to senior management ensures it receives the necessary attention
and resources to resolve it.

Reporting discrepancies to the appropriate person or department ensures that

firearm safety issues are addressed promptly, minimizing risks to the workplace.

Place any extra evidence after this page, clearly marked for easy reference
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Reflection
13928
Individually complete the following:

The purpose of reflection is for you to consider what you have learnt and how you
will use it in the future. Answer the following questions as honestly as you can:
1. After the training programme, I can now (tick):
• Monitor the maintenance of a clean and safe reception area as per
organisational standards
• Monitor presentation of reception area

• Control the monitoring and maintenance of stationery levels

2. How would you apply what you have learnt during this skills programme in the
workplace?

I would apply what I’ve learned from this skills program in the workplace by taking a
proactive approach to maintaining a clean, organized, and safe reception area. This would
include:

1. Ensuring Cleanliness and Safety: I would establish a regular cleaning checklist to

monitor high-risk areas, ensuring they are consistently sanitized to prevent
contamination. I would also conduct routine checks to identify and address any
hazards, like spills or obstacles, that could cause accidents.
2. Enhancing Presentation Standards: By regularly assessing the layout,
appearance, and accessibility of the reception area, I can make adjustments as
needed to maintain a welcoming and professional environment. I would ensure the
area is uncluttered, well-lit, and comfortable for both staff and visitors.
3. Organizing Stationery and Supplies: I would monitor and manage stationery
levels to avoid shortages or overstock, ensuring all supplies are readily available
and well-organized. This helps in reducing waste, saving costs, and maintaining a
more efficient work environment.
4. Adhering to Security Procedures: I would apply security protocols by properly
screening visitors, enforcing firearm control policies, and documenting any
incidents. This ensures a safer reception environment for everyone.

Through these actions, I can contribute to an efficient, safe, and positive experience for
visitors and a supportive environment for colleagues

3. What was the most significant thing you have learnt in this programme?

The most significant thing I learned in this program is the importance of maintaining a safe,
organized, and welcoming reception area, as it serves as the first point of contact for
anyone entering the organization. I realized that a well-managed reception not only
enhances the organization’s image but also plays a critical role in workplace safety and
efficiency. Understanding how to effectively monitor cleanliness, ensure safety protocols,
and maintain a professional presentation has equipped me with practical skills that
contribute to a positive experience for both visitors and staff.

4. What do you think you still need to learn more about? (Action Plan)
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I believe I still need to learn more about advanced security protocols and emergency
response procedures for handling unexpected situations in the reception area. While I
have a basic understanding of visitor screening and general security measures, I would
benefit from more in-depth knowledge on:

1. Emergency Preparedness: Learning how to handle situations like evacuations,

medical emergencies, or potential security threats would help me respond
confidently and effectively if such situations arise.
2. Conflict Resolution Techniques: Reception areas sometimes experience conflicts
or challenging visitor interactions. Developing skills in de-escalation and conflict
management would enhance my ability to maintain a calm and professional
environment.
3. Technology and Security Systems: Familiarizing myself with advanced security
systems, such as surveillance and visitor management software, would improve my
ability to monitor and control access more efficiently.

Action Plan:

● Enroll in First Aid and Emergency Response Training to gain practical skills for
responding to emergencies.
● Take a Conflict Resolution Workshop to learn effective strategies for managing
difficult interactions.
● Request Training on Security Systems from my company’s security team to
understand the technology used and protocols followed.

These additional skills would help me perform my role more effectively and ensure the
safety and security of the reception area

5. What did you enjoy most about the training?

I enjoyed the hands-on, practical approach of the training the most. Being able to engage in
real-life scenarios, like setting up a cleaning checklist, designing a floor plan for the
reception area, and discussing security procedures, made the training both relevant and
engaging. These activities allowed me to apply theoretical knowledge directly to tasks I’d
encounter in the workplace, helping me feel more prepared and confident. Additionally,
working with my peers in group activities gave me new perspectives and insights on how to
maintain an efficient and welcoming reception area.
6. If there was something about the training that you could change, what would it be?

Diverse Learning Materials: Incorporating a variety of learning resources—like videos,

articles, and interactive modules—can engage trainees better and accommodate different
learning preferences.
Mentorship Programs: Pairing trainees with experienced mentors can provide
personalized guidance and support, enhancing the learning experience.
Soft Skills Training: Incorporating modules focused on communication, teamwork, and
problem-solving can prepare trainees for real-world challenges beyond technical skills.
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Facilitator Observation Checklist 13928

The facilitator needs to provide feedback on the participation of each learner in the class:
The purpose of the facilitator observation checklist is to provide the learner with feedback about his/her participation during the formative class
activities and also to highlight the observed strengths and perceived weaknesses that the learner displayed during the workshop and/or learning
programme.
The facilitator is required to complete the Facilitator Observation checklist for each learner in his/her Learner Workbook. The learner needs to
sign-off the document to confirm that he/she has received the observation feedback.

Learner Name Sizwe Mongadi Facilitator Name Date 04 November 2024

Group / Completed Participation Comments on perceived strengths and weaknesses of the

Class Activity
Individual ✔ ☺ ☹ learner

1. Monitor the maintenance of a clean and

safe reception area as per
organisational requirements

2. Monitor presentation of reception area

3. Monitor the implementation of security

procedures in reception area

4. Reflection Individual
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Group / Completed Participation Comments on perceived strengths and weaknesses of the

Class Activity
Individual ✔ ☺ ☹ learner

Statement by the facilitator: Additional comments: (optional)

The learner has demonstrated sufficient Yes
knowledge and skill during class to proceed
with the summative assessment (circle)

Learner Signature Facilitator Signature