Training Schedule Jan - Dec 2008 - Cargo Learning Academy Schedule Jan - Dec 2008.pdf · Cargo...
28
Page 1 Training Schedule January - December 2008 71 Die Eike Building, cnr Long & Monument Roads, Kempton Park, Rep of South Africa P O Box 7643, Birchleigh 1621, Rep of South Africa Tel (011) 394-4035, Fax (011) 394-5103, Cell 082 923 2853 E-mail: [email protected] (Rita de Swardt)
Transcript of Training Schedule Jan - Dec 2008 - Cargo Learning Academy Schedule Jan - Dec 2008.pdf · Cargo...
Page 1
Training Schedule
January - December 2008
71 Die Eike Building, cnr Long & Monument Roads, Kempton Park, Rep of South Africa P O Box 7643, Birchleigh 1621, Rep of South Africa Tel (011) 394-4035, Fax (011) 394-5103, Cell 082 923 2853 E-mail: [email protected] (Rita de Swardt)
Cargo Learning Academy Schedule
Page 2
January – December 2008
The Company
Cargo Learning Academy (Pty) Ltd is a privately owned company and was founded in 2003. Although the company is young, the current staff contingent represent well in excess of 50 years of aviation experience. In spite of the extensive experience which we have in the aviation industry, our team nevertheless consists of vibrant and dynamic individuals. The main activities of the company revolve around training, education and consultancy services within the Aviation, Cargo and Forwarding Industries.
We offer high quality outcome-based learning opportunities. Cargo Learning Academy is dedicated to deliver training, which will enable its clients to optimise their service to their clients. The philosophy behind our training program is to ensure that trainees have the necessary knowledge, ability and confidence to handle situations that they will most likely encounter during the course of their working day and to ensure the immediate productivity of trainees upon completion of their training.
Our Accreditations
AIETB : AEROSPACE INDUSTRY EDUCATION TRAINING BOARD Prior to 2001 training providers in this industry had to obtain accreditation from the AIETB. However, as from 2001, according to legislation, AIETB accreditation fell away completely and was replaced by SETA (Sectoral Education Training Authorities) accreditation. As such, as from 2001, SETA accreditation (in our case TETA – Transport Education Training Authority) is the required standard for this market. SETA - TETA : TRANSPORT EDUCATION TRAINING AUTHORITY Cargo Learning Academy has full TETA accreditation. The TETA is part of the Transport SETA which falls under the Forwarding and Clearing Chamber. This level of accreditation is rare within this industry and speaks volumes about the quality of our systems, material and staff. Beyond these previously mentioned aspects the financial benefits for companies that make use of training providers that are SETA accredited are also well known within the industry. All our course material is designed to meet the requirements of the South African Qualifications Authority (SAQA) and, where applicable, our material has been structured to meet the standards of the relevant SETAs. Our TETA accreditation number is: TETA04 - 127. A resized copy of our TETA accreditation certificate is on page 4.
IATA : INTERNATIONAL AIR TRANSPORT ASSOCIATION
Cargo Learning Academy is an IATA Accredited Training School (ATS) and is accredited to present all categories of Dangerous Goods by Air Training. Our clientele includes numerous major airlines, packers, cargo agents and security companies. A resized copy of our IATA accreditation certificate is on page 4. Accreditation can also be verified at www.iata.org (Accredited Training Schools)
Cargo Learning Academy Schedule
Page 3
SACAA : SOUTH AFRICAN CIVIL AVIATION AUTHORITY We are also approved by the South African Department of Transport, in accordance with Part 141 of the South African Civil Aviation Act, to conduct all categories of Dangerous Goods Qualification / Licensing and Awareness Courses. The Dangerous Goods Certificate course incorporates all the requirements of the South African Civil Aviation Authority (SACAA as well as the International Civil Aviation Organisation (UN/ICAO Doc 9284-an/905)) and serves as licence to accept, handle, stow and tender Dangerous Goods for air transport. Our SACAA approval number is: CAA/0031. A resized copy of our SACAA accreditation certificate is on page 4.
ACSA : AIRPORTS COMPANY SOUTH AFRICA Our Training School is also approved by the Airports Company South Africa (ACSA) to present Airside Induction & AVOP on their airports in South Africa.
Training Facilities
Our training centre is designed to provide a comfortable and relaxed environment in which trainees can get the most out of their training without interruptions and the everyday stresses and strains that occur in their normal working environment. With our job-related practical examples and exercises, we ensure that trainees can gain the necessary hands-on experience.
On-site Training
We also offer you the option of training on-site at your own location. On-site training offers a cost and time effective method of training groups because no travel time is required and the courses can be tailored to meet the requirements of the group.
A certificate is issued after successful completion of courses requiring examinations.
A copy of our course enrolment form is enclosed. Registration for the course must be sent by facsimile or e-mail to the numbers as reflected on the course enrolment form, at least 1 working day prior to commencement of the course. Enrolment/cancellation conditions must be strictly adhered to.
For more information regarding courses to meet specific needs, kindly contact the training school.
For more information/course bookings, contact:
Rita de Swardt
Tel: 011-394-4035
Fax: 011-394-5103
Cell: 082 923 2853
E-mail: [email protected]
Cargo Learning Academy Schedule
Page 4
Cargo Learning Academy Schedule
Page 5
Basic Cargo Handling Course
A course for Warehouse Staff. This course could either be done as a
stand-alone course for Warehouse Staff or a Bridging Course towards
the Cargo 1 course.
Use of calculators and the use of manuals are practically explained.
The depth of each subject is adapted to the work situation. Methods
of studying are shown. The course also includes a visit to an airport to
experience the acceptance and handling procedures of cargo.
Content:
• Basic Business Principles • Use of calculators and manuals
• Airport functions and
terminology
• Layout of cargo operations and
sequence of events
• Aircraft types, Unit Load Devices,
Equipment
• Airline Routes, Reading Maps
• Making cargo ready for
transport, load limitations
• Packing, Marking, Handling of
cargo
• Interpretation of the Air waybill,
Acceptance by airline
• Handling of Dangerous Goods in
the Warehouse
• Basic precautions to ensure
ground and air safety
• Basic precautions to prevent
claims
• Import / Export Sequence • Airport / Cargo / Airline Tour
Duration: 4 days
Learning Assumption: Entry Level NQF Level 2 for literacy and
numeracy
Cost: R1900.00 per student (VAT Inclusive)
Course Dates
11 – 14 February 2008
Day Class
Cargo Learning Academy (Kempton Park)
17 – 20 June 2008
Day Class
Cargo Learning Academy (Kempton Park)
10 – 13 November 2008
Day Class
Cargo Learning Academy (Kempton Park)
Cargo Learning Academy Schedule
Page 6
CARGO 1
Content:
• Customer Service Module • Flight Schedules
• Air Transport Organisations • Completion of Air Waybill
• Geography • Ancillary Charges
• Aircraft Types/Routes • Valuation Charges
• Restrictions & Load Limitations • Charges Collect
• Booked Cargo • Acceptance of General Cargo
• Marking and Labelling • Cargo Rating (TACT)
Duration: 5 Days
Cost: R 2450.00 per student (VAT Inclusive)
Course Dates
14 – 18 January 2008
Day Class
Cargo Learning Academy (Kempton Park)
04 - 08 February 2008
Day Class
DURBAN
11 - 15 February 2008
Day Class
CAPE TOWN
18 – 22 February 2008
Day Class
Cargo Learning Academy (Kempton Park)
25 - 29 February 2008
Day Class
PORT-ELIZABETH
10 – 14 March 2008
Day Class
Cargo Learning Academy (Kempton Park)
7 – 11 April 2008
Day Class
Cargo Learning Academy (Kempton Park)
12 – 16 May 2008
Day Class
Cargo Learning Academy (Kempton Park)
19 – 23 May 2008
Day Class
DURBAN
26 – 30 May 2008
Day Class
CAPE TOWN
09 – 13 June 2008
Day Class
Cargo Learning Academy (Kempton Park)
07 – 11 July 2008
Day Class
PORT-ELIZABETH
14 – 18 July 2008
Day Class
Cargo Learning Academy (Kempton Park)
11 – 15 August 2008
Day Class
Cargo Learning Academy (Kempton Park)
15 – 19 September 2008
Day Class
Cargo Learning Academy (Kempton Park)
20 – 24 October 2008
Day Class
Cargo Learning Academy (Kempton Park)
27 – 31 October 2008
Day Class
PORT-ELIZABETH
03 – 07 November 2008
Day Class
CAPE TOWN
10 – 14 November 2008
Day Class
DURBAN
24 – 28 November 2008
Day Class
Cargo Learning Academy (Kempton Park)
Cargo Learning Academy Schedule
Page 7
CARGO 2
A follow-up course to Cargo 1, the Cargo 2 course covers the airline’ acceptance
requirements of special cargo and provides a good knowledge of airline and IATA
rates and charges.
Content: • Routings • Rating of Special Cargo
• Valuable Cargo • Specific Commodity Rates
• Live Animals • Government Order Rates
• Human Remains • Newspapers, Books etc.
• Baggage shipped as Cargo • IATA Rates
• Acceptance and handling of Special
Category Cargo
• Storage and handling of Special
Category Cargo
Duration: 5 Days
Learning Assumption: Cargo 1
Cost: R2450.00 per student (VAT Inclusive)
Course Dates
21 – 25 January 2008
Day Class
Cargo Learning Academy (Kempton Park)
25 – 29 February 2008
Day Class
Cargo Learning Academy (Kempton Park)
31 March 2008 – 04 April 2008
Day Class
Cargo Learning Academy (Kempton Park)
05 – 09 May 2008
Day Class
Cargo Learning Academy (Kempton Park)
02 – 06 June 2008
Day Class
PORT-ELIZABETH
23 – 27 June 2008
Day Class
Cargo Learning Academy (Kempton Park)
21 – 25 July 2008
Day Class
Cargo Learning Academy (Kempton Park)
28 July – 01August 2008
Day Class
CAPE TOWN
04 – 08 August 2008
Day Class
DURBAN
25 – 29 August 2008
Day Class
Cargo Learning Academy (Kempton Park)
06 – 10 October 2008
Day Class
Cargo Learning Academy (Kempton Park)
17 – 21 November 2008
Day Class
Cargo Learning Academy (Kempton Park)
24 – 28 November 2008
Day Class
PORT-ELIZABETH
01 – 05 December 2008
Day Class
CAPE TOWN
08 – 12 December 2008
Day Class
DURBAN
Cargo Learning Academy Schedule
Page 8
CARGO 3
Airline and IATA freight rates and charges and the checking of airline’s
accounting copy of the air waybill for imports and exports. A valuable
course for airline and cargo agency staff involved in imports and
accounting functions.
Content:
• Import sequence • Ancillary Charges for Exports
• Charges Collect • Disbursements
• Freight Collect Fees • Import Rates
• Import Ancillary Charges • Import and Forwarding
Requirements
• Express Cargo • Charges Collect
• Currency Conversions • Agents Disbursements and
ancillary Charges
• Security Charges • Fuel Charges
• Removal In-Bond
Duration: 5 Days
Learning Assumption: Cargo 1 & 2
Cost: R2450.00 per student (VAT Inclusive)
Course Dates
04 – 08 February 2008
Day Class
Cargo Learning Academy (Kempton Park)
14 – 18 April 2008
Day Class
Cargo Learning Academy (Kempton Park)
02 – 06 June 2008
Day Class
Cargo Learning Academy (Kempton Park)
11 – 15 August 2008
Day Class
Cargo Learning Academy (Kempton Park)
27 - 31 October 2008
Day Class
Cargo Learning Academy (Kempton Park)
Cargo Learning Academy Schedule
Page 9
CARGO 4
An advanced IATA rates and charges course, combining rates and
charges for imports and exports with other sector rates, including
unitised rates.
Content:
• Construction of Unpublished
Rates
• ULD Rates
• General Cargo Rates and
Add-ons
• Specific Commodity Rates
and Add-ons
• USA Domestic Rates • IATA Rates
• Routing and Rerouting of
Cargo (OAG)
• Advanced Rates
Constructions
• Rate Construction, using the
Air Cargo Guide, Atlas and
TACT.
International ULD Rates
Duration: 5 Days
Learning Assumption: Cargo 1, 2 & 3
Cost: R2450.00 per student (VAT Inclusive)
Course Dates
03 – 07 March 2008
Day Class
Cargo Learning Academy (Kempton Park)
28 July 2008 – 01 August 2008
Day Class
Cargo Learning Academy (Kempton Park)
03 – 07 November 2008
Day Class
Cargo Learning Academy (Kempton Park)
Cargo Learning Academy Schedule
Page 10
Dangerous Goods by Air (Licensing Course)
A specific function-training course, covering the preparation of potentially
hazardous materials for air transport. The qualification is a legal requirement
and the course material incorporates the UN/ICAO and IATA requirements for
the processing of hazardous goods by shippers, i.e. exporters/importers,
packers and cargo agents.
Content:
• Applicability • Packaging Specifications
• How to recognise hazardous cargo • Marking/Labelling
• Limitations • Radioactive Material
• Classification • Documentation
• Identification • Handling
• Packing Instructions
Duration: 5 Days
Cost: R 3200.00 per student (VAT Inclusive)
We are an IATA Accredited Dangerous Goods Training School. You will
therefore receive an Internationally Recognised Qualification. The IATA
Logo will appear on your certificate, at no additional USD expense.
Dates are on the next page.
IATA
Cargo Learning Academy Schedule
Page 11
Dangerous Goods Licensing Course Dates
14 – 18 January 2008
Day Class
Cargo Learning Academy (Kempton Park)
11 – 15 February 2008
Day Class
Cargo Learning Academy (Kempton Park)
03 – 07 March 2008
Day Class
DURBAN
03 – 07 March 2008
Day Class
CAPE TOWN
31 March 2008 –
04 April 2008
Day Class
Cargo Learning Academy (Kempton Park)
07 – 11 April 2008
Day Class
PORT-ELIZABETH
19 – 23 May 2008
Day Class
Cargo Learning Academy (Kempton Park)
23 – 27 June 2008
Day Class
CAPE TOWN
30 June 2008 –
04 July 2008
Day Class
Cargo Learning Academy (Kempton Park)
07 – 11 July 2008
Day Class
DURBAN
04 – 08 August 2008
Day Class
Cargo Learning Academy (Kempton Park)
18 – 22 August 2008
Day Class
PORT-ELIZABETH
01 – 05 September 2008
Day Class
CAPE TOWN
15 – 19 September 2008
Day Class
Cargo Learning Academy (Kempton Park)
29 September – 03
October 2008
Day Class
DURBAN
13 – 17 October 2008
Day Class
PORT-ELIZABETH
20 – 24 October 2008
Day Class
Cargo Learning Academy (Kempton Park)
08 – 12 December 2008
Day Class
Cargo Learning Academy (Kempton Park)
Cargo Learning Academy Schedule
Page 12
Dangerous Goods by Air Refresher (Revalidation)
National legislation, IATA Regulations as well as UN/ICAO require that holders
of the Dangerous Goods Certificate be re-tested every 2 years to reaffirm
their competency.
Content:
• Applicability • Packaging Specifications
• How to recognise hazardous cargo • Marking/Labelling
• Limitations • Radioactive Material
• Classification • Documentation
• Identification • Handling
• Packing Instructions
Duration: 3 days
Learning Assumption: Cargo 1
Cost: R1900.00 per student (VAT Inclusive)
NB: Holders of DG Certificates older than 2 years must attend the 5-day
Licensing Course.
We are an IATA Accredited Dangerous Goods Training School. You will
therefore receive an Internationally Recognised Qualification. The IATA
Logo will appear on your certificate, at no additional USD expense.
IATA
Cargo Learning Academy Schedule
Page 13
Course Dates for Dangerous Goods Revalidation Course
28 – 30 January 2008
Day Class
Cargo Learning Academy (Kempton Park)
10 – 12 March 2008
Day Class
Cargo Learning Academy (Kempton Park)
10 – 12 March 2008
Day Class
PORT-ELIZABETH
17 – 19 March 2008
Day Class
DURBAN
26 - 28 March 2008
Day Class
CAPE TOWN
21 – 23 April 2008
Day Class
Cargo Learning Academy (Kempton Park)
28 – 30 May 2008
Day Class
PORT-ELIZABETH
17 – 19 June 2008
Day Class
Cargo Learning Academy (Kempton Park)
30 June – 02 July 2008
Day Class
CAPE TOWN
14 – 16 July 2008
Day Class
DURBAN
21 – 23 July 2008
Day Class
Cargo Learning Academy (Kempton Park)
25 – 27 August 2008
Day Class
PORT-ELIZABETH
08 – 10 September 2008
Day Class
Cargo Learning Academy (Kempton Park)
06 – 08 October 2008
Day Class
DURBAN
13 – 15 October 2008
Day Class
Cargo Learning Academy (Kempton Park)
20 – 22 October 2008
Day Class
PORT-ELIZABETH
17 – 19 November 2008
Day Class
CAPE TOWN
01 – 03 December 2008
Day Class
Cargo Learning Academy (Kempton Park)
Cargo Learning Academy Schedule
Page 14
Dangerous Goods Warehouse Staff
Content ���� Dangerous Goods Incidents in air transport
���� Applicability
���� Hazards Hidden in General Cargo
���� Marking & Labelling
���� Classification (condensed form)
���� Identification (condensed form)
���� Packing Requirements
���� Limitations
���� Documentation
���� Handling
���� Video Presentation
���� Discussion of work-related problems in the transport cycle
���� Basic safety precautions & avoiding claims
Certification: A Certificate of Achievement, for Dangerous Goods Awareness
Training.
Course Duration: One day
Hours: 08h30-16h00
Price per person:
R500.00 (at your venue) - (VAT Inclusive)
R550.00 (at our venue) - (VAT Inclusive)
We are an IATA Accredited Dangerous Goods Training School. You will
therefore receive an Internationally Recognised Qualification. The IATA
Logo will appear on your certificate, at no additional USD expense.
We can also provide this course at your premises.
IATA
Cargo Learning Academy Schedule
Page 15
Course Dates for Dangerous Goods Warehouse Staff
31 January 2008
Day Class
Cargo Learning Academy (Kempton Park)
13 March 2008
Day Class
PORT-ELIZABETH
13 March 2008
Day Class
Cargo Learning Academy (Kempton Park)
20 March 2008
Day Class
DURBAN
25 March 2008
Day Class
CAPE TOWN
24 April 2008
Day Class
Cargo Learning Academy (Kempton Park)
27 May 2008
Day Class
PORT-ELIZABETH
12 June 2008
Day Class
Cargo Learning Academy (Kempton Park)
03 July 2008
Day Class
CAPE TOWN
04 July 2008
Day Class
CAPE TOWN
17 July 2008
Day Class
DURBAN
18 July 2008
Day Class
DURBAN
24 July 2008
Day Class
Cargo Learning Academy (Kempton Park)
28 July 2008
Day Class
PORT-ELIZABETH
28 August 2008
Day Class
PORT-ELIZABETH
11 September 2008
Day Class
Cargo Learning Academy (Kempton Park)
09 October 2008
Day Class
DURBAN
10 October 2008
Day Class
DURBAN
16 October 2008
Day Class
Cargo Learning Academy (Kempton Park)
23 October 2008
Day Class
PORT-ELIZABETH
20 November 2008
Day Class
CAPE TOWN
21 November 2008
Day Class
CAPE TOWN
04 December 2008
Day Class
Cargo Learning Academy (Kempton Park)
Cargo Learning Academy Schedule
Page 16
Other Dangerous Goods by Air Courses
� Dangerous Goods for Passenger handling staff and security staff.
� Dangerous Goods for Flight crew members and load planners
� Dangerous Goods for Crew members (other than flight crew).
Course Duration: One day
Hours: 08h30-16h00
Price per person:
R 500.00.00 (at your venue) - (VAT Inclusive)
R 550.00 (at our venue) - (VAT Inclusive)
01 February 2008
Day Class
Cargo Learning Academy (Kempton Park)
14 March 2008
Day Class
Cargo Learning Academy (Kempton Park)
25 April 2008
Day Class
Cargo Learning Academy (Kempton Park)
13 June 2008
Day Class
Cargo Learning Academy (Kempton Park)
25 July 2008
Day Class
Cargo Learning Academy (Kempton Park)
12 September 2008
Day Class
Cargo Learning Academy (Kempton Park)
17 October 2008
Day Class
Cargo Learning Academy (Kempton Park)
05 December 2008
Day Class
Cargo Learning Academy (Kempton Park)
We are an IATA Accredited Dangerous Goods Training School. You will
therefore receive an Internationally Recognised Qualification. The IATA
Logo will appear on your certificate, at no additional USD expense.
We can also provide this course at your premises.
IATA
Cargo Learning Academy Schedule
Page 17
Live Animal Regulations
Content
���� Use of IATA's Live Animals Regulations manual
���� Government and airline regulations
���� Shippers and airlines responsibilities
���� Classification and identification of live animals
���� Packaging, documentation and marking requirements for live animal
shipments.
���� Special shipping procedures and considerations for endangered
species.
���� Delay and emergency handling.
���� Load planning and calculation.
���� Completion of the Shipper's Certification for Live Animals, the
Notification to Captain (NOTOC) and CITES documentation.
Duration: 3 Days
Learning Assumption: Cargo 1 & 2
Cost: R 1500.00 per student (VAT Inclusive)
Course Dates
21 – 23 January 2008
Day Class
Cargo Learning Academy (Kempton Park)
17 – 19 March 2008
Day Class
Cargo Learning Academy (Kempton Park)
26 – 28 May 2008
Day Class
Cargo Learning Academy (Kempton Park)
18 – 20 August 2008
Day Class
Cargo Learning Academy (Kempton Park)
06 – 08 October 2008
Day Class
Cargo Learning Academy (Kempton Park)
10 – 12 November 2008
Day Class
Cargo Learning Academy (Kempton Park)
NEW!
Cargo Learning Academy Schedule
Page 18
Dangerous Goods Road Freight
All qualifications and unit standards registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY
REGISTERED UNIT STANDARD:
Convey dangerous goods by road
SAQA US ID UNIT STANDARD TITLE
123259 Convey dangerous goods by road
Originator REGISTERING PROVIDER
SGB Transport and Logistics Operations
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics
ABET BAND UNIT STANDARD TYPE
NQF LEVEL CREDITS
Undefined Regular Level 3 4
REGISTRATION STATUS
REGISTRATION START DATE
REGISTRATION END DATE
SAQA DECISION NUMBER
Registered 2006-06-29 2009-06-29 SAQA 0266/06
Content:
• Explain and show understanding of
terminology and concepts as expected in
the road transport industry.
• Safety Procedures in the event of an
accident/incident/spillage.
• Carry and Display relevant legal
documentation.
• Drive vehicle in a manner which
takes cognisance of the load
• Safety and Operating Procedures during
Loading, Off-loading and Transportation.
Duration: 2 days
Cost: R900.00 per student (VAT Inclusive)
Hours: 08h30-16h00
Dangerous Goods Road Course Dates
26 & 27 March 2008
Day Class
Cargo Learning Academy (Kempton Park)
17 & 18 June 2007
Day Class
Cargo Learning Academy (Kempton Park)
22 & 23 September 2008
Day Class
Cargo Learning Academy (Kempton Park)
We can also provide this course at your premises.
NEW!
Cargo Learning Academy Schedule
Page 19
The impact of Customer Service on a Business
All qualifications and unit standards registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY
REGISTERED UNIT STANDARD:
Understand the impact of customer service on a business
SAQA US ID UNIT STANDARD TITLE
110082 Understand the impact of customer service on a business
Originator REGISTERING PROVIDER
SGB Transport and Logistics Operations
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics
ABET BAND UNIT STANDARD TYPE
NQF LEVEL CREDITS
Undefined Regular Level 1 6
REGISTRATION STATUS
REGISTRATION START DATE
REGISTRATION END DATE
SAQA DECISION
NUMBER
Reregistered 2007-01-23 2010-01-23 SAQA 0160/05
PURPOSE OF THE UNIT STANDARD
A learner credited with this standard will be able to effectively interact with customers to the benefit of the business.
NEW!
Cargo Learning Academy Schedule
Page 20
Content of Customer Service:
� What Is Customer Service
� Types Of Customers
� Role Of The Business Regarding Customer Service
� Advantages Of Good Customer Service
� Disadvantages Of Poor Customer Service
� Needs Of Customers
� Value Customers Add To A Business
� Basic Consumer Rights
� Customer Service Chain
� Understand Different Customer Personalities
� Golden Rules In Providing Exceptional Customer Service
� Ethics And Values Of Exceptional Customer Service
� Customer Expectations
� Your Role In Meeting Customer Expectations
� Impact Of Competition With Regards To Customer Service
� The Do’s Of Customer Service
� The Don’ts Of Customer Service
� Problem Solving Skills
� Conflict Management
� What Is Communication
� Correct Communication Techniques
� Listening Skills
� Body Language
� The Do’s Of Communication
� The Don’ts Of Communication
� Follow Up On Customer Queries
Duration: 1 day
Cost: R 450.00 per student (VAT Inclusive)
Hours: 08h30-16h00
Customer Skills Course Dates
28 January 2008
Day Class
Cargo Learning Academy (Kempton Park)
26 March 2008
Day Class
Cargo Learning Academy (Kempton Park)
19 May 2008
Day Class
Cargo Learning Academy (Kempton Park)
28 July 2008
Day Class
Cargo Learning Academy (Kempton Park)
29 September 2008
Day Class
Cargo Learning Academy (Kempton Park)
01 December 2008
Day Class
Cargo Learning Academy (Kempton Park)
We can also provide this course at your premises.
Cargo Learning Academy Schedule
Page 21
Process Incoming and Outgoing Telephone Calls
All qualifications and unit standards registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY
REGISTERED UNIT STANDARD:
SAQA US ID UNIT STANDARD TITLE
7790 Process incoming and outgoing telephone calls
Originator REGISTERING PROVIDER
SGB Hospitality,Tourism,Travel, Leisure and Gaming
FIELD SUBFIELD
Field 11 - Services Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND UNIT STANDARD TYPE
NQF LEVEL CREDITS
Undefined Regular Level 3 3
REGISTRATION
STATUS
REGISTRATION
START DATE
REGISTRATION
END DATE
SAQA
DECISION NUMBER
Reregistered 2007-01-23 2010-01-23 SAQA 0160/05
PURPOSE OF THE UNIT STANDARD
All those operating in a business environment must be able to use the telephone effectively.
This includes individual use as well as the relaying of messages for others.
NEW!
Cargo Learning Academy Schedule
Page 22
Content of Telephone Skills:
� Communicating on the telephone
� The switchboard versus a private phone
� Body Language
� Telephone Etiquette
� How to use a telephone effectively
� Assisting Customers
� Responding to requests for information
� Unexpected Situations
� Dealing with abusive callers & complaints
� Emergencies
Cost: R 450.00 per student (VAT Inclusive)
Hours: 08h30-16h00
Telephone Skills Dates
29 January 2008
Day Class
Cargo Learning Academy (Kempton Park)
27 March 2008
Day Class
Cargo Learning Academy (Kempton Park)
20 May 2008
Day Class
Cargo Learning Academy (Kempton Park)
29 July 2008
Day Class
Cargo Learning Academy (Kempton Park)
30 September 2008
Day Class
Cargo Learning Academy (Kempton Park)
02 December 2008
Day Class
Cargo Learning Academy (Kempton Park)
We can also provide this course at your premises.
Cargo Learning Academy Schedule
Page 23
Airside Induction Training
Course Content
Module 1: Legal Requirements
Element 1: Why a Course in Airside Safety
Element 2: Occupational Health and Safety Act
Element 3: Airport Authority Airside Regulations
Module 2: Safety
Element 1: Airport Authority Airside Code of Conduct
Element 2: Typical Airport Layout
Element 3: Operation of Vehicles & Equipment on the Airside
Element 4: Aircraft Ground Handling & Hazards
Element 5: Personal Protection
Module 3: Foreign Object Debris
Element 1: Airport Cleanliness and the Elimination of Hazards
Module 4: Fire Hazards Prevention and Notification
Element 1: Fire Hazards
Element 2: Oxygen Recharging
Module 5: Occupational Health and Safety
Element 1: Occupational Health and Safety Regulations
Element 2: Safety Organisation in your Company
Course Duration: One day
Hours: 09h00-15h00
Price per person: R 380.00 - (VAT Inclusive)
Cargo Learning Academy Schedule
Page 24
Airside Induction Training Dates
Airside Induction Training (Full Course):- We present a full Airside Induction Training (AIT) every Tuesday and Thursday (working days only). This training starts at 09:00 and ends at 15:00.
January 2008 Tuesday Thursday
08 January 2008 10 January 2008
15 January 2008 17 January 2008
22 January 2008 24 January 2008
29 January 2008 31 January 2008
February 2008 Tuesday Thursday
05 February 2008 07 February 2008
12 February 2008 14 February 2008
19 February 2008 21 February 2008
26 February 2008 28 February 2008
March 2008 Tuesday Thursday
04 March 2008 06 March 2008
11 March 2008 13 March 2008
18 March 2008 20 March 2008
25 March 2007 27 March 2008
April 2008 Tuesday Thursday
01 April 2008 03 April 2008
08 April 2008 10 April 2008
15 April 2008 17 April 2008
22 April 2008 24 April 2008
29 April 2008
May 2008 Tuesday Thursday
02 May 2008 (Fri due to 01 May PPH) 08 May 2008
06 May 2008 15 May 2008
13 May 2008 22 May 2008
20 May 2008 29 May 2008
27 May 2008
June 2008 Tuesday Thursday
03 June 2008 05 June 2008
10 June 2008 12 June 2008
17 June 2008 19 June 2008
24 June 2008 26 June 2008
Cargo Learning Academy Schedule
Page 25
Airside Induction Training Dates continued
July 2008 Tuesday Thursday
01 July 2008 03 July 2008
08 July 2008 10 July 2008
15 July 2008 17 July 2008
22 July 2008 24 July 2008
29 July 2008 31 July 2008
August 2008 Tuesday Thursday
05 August 2008 07 August 2008
12 August 2008 14 August 2008
19 August 2008 21 August 2008
26 August 2008 28 August 2008
September 2008 Tuesday Thursday
02 September 2008 04 September 2008
09 September 2008 11 September 2008
16 September 2008 18 September 2008
23 September 2008 25 September 2008
30 September 2008
October 2008 Tuesday Thursday
02 October 2008
07 October 2008 09 October 2008
14 October 2008 16 October 2008
21 October 2008 23 October 2008
28 October 2008 30 October 2008
November 2008 Tuesday Thursday
04 November 2008 06 November 2008
11 November 2008 13 November 2008
18 November 2008 20 November 2008
25 November 2008 27 November 2008
December 2008 Tuesday Thursday
02 December 2008 04 December 2008
09 December 2008 11 December 2008
Cargo Learning Academy Schedule
Page 26
Airside Vehicle Operator Permit (AVOP) Module 1: Legal Requirements
Element 1: Why a Course in Airside Driving ..............................................
Element 2: ACSA Policy ............................................................................
Element 3: Occupational Health and Safety Act ........................................
Element 4: National Road Traffic Act......................................................... Module 2: Terms and Definitions
Element 1: Industry Organisations ............................................................
Element 2: City, Airline and Airport Codes ................................................
Element 3: Phonetic Alphabet ...................................................................
Element 4: Airside Layout..........................................................................
Element 5: General Definitions and Abbreviations ....................................
Element 6: Road Markings ........................................................................ Module 3: Airside Safety Rules
Element 1: Traffic Rules ............................................................................
Element 2: Aircraft Arrival Safety Procedures ...........................................
Course Duration: One day
Hours: 08h00-16h00
Price per person: R 380.00 - (VAT Inclusive)
*******Dates on the next page*******
Cargo Learning Academy Schedule
Page 27
AVOP Dates
Airside Vehicle Operator Permit (Full Course):- We present a full Airside Vehicle Operator Permit (AVOP) course every Wednesday (working days only). This is a one day course. This training starts at 08:00 on the Wednesday and concludes at about 16:00.
January 2008 Wednesday
09 January 2008 16 January 2008
23 January 2008 30 January 2008
February 2008 Wednesday
06 February 2008 13 February 2008
20 February 2008 27 February 2008
March 2008 Wednesday
05 March 2008 12 March 2008
19 March 2008 26 March 2008
April 2008 Wednesday
02 April 2008 09 April 2008
16 April 2008 23 April 2008
30 April 2008
May 2008 Wednesday
07 May 2008 14 May 2008
21 May 2008 28 May 2008
June 2008 Wednesday
04 June 2008 11 June 2008
18 June 2008 25 June 2008
July 2008 Wednesday
02 July 2008 09 July 2008
16 July 2008 23 July 2008
30 July 2008
August 2008 Wednesday
06 August 2008 13 August 2008
20 August 2008 27 August 2008
September 2008 Wednesday
03 September 2008 10 September 2008
17 September 2008 26 September 2008 (Fri due to PPH on 24 Sep)
October 2008 Wednesday
01 October 2008 08 October 2008
15 October 2008 22 October 2008
29 October 2008
November 2008 Wednesday
05 November 2008 12 November 2008
19 November 2008 26 November 2008
December 2008 Wednesday
03 December 2008 10 December 2008
Cargo Learning Academy Schedule
Page 28
Airside Induction Training Refresher (AIT Ref) and Airside Vehicle Operator Permit Refresher (AVOP Ref) Training.-
Due to the fact that the AIT and AVOP Permits have been combined on one permit, ACSA now requires the AIT Refresher and AVOP Refresher to be attended on the same date where possible. We have structured our schedule to accommodate this requirement. The AIT Refresher starts at 0900 till 1100 and the AVOP Refresher then follows at 1130 till 1430. The price per respective course is R 230.00 (VAT inclusive).
January 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
07 January 2008 14 January 2008
21 January 2008 28 January 2008
February 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
04 February 2008 11 February 2008
18 February 2008 25 February 2008
March 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
03 March 2008 10 March 2008
17 March 2008 31 March 2008
April 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
07 April 2008 14 April 2008
21 April 2008
May 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
05 May 2008 12 May 2008
19 May 2008 26 May 2008
June 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
02 June 2008 09 June 2008
23 June 2008 30 June 2008
July 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
07 July 2008 14 July 2008
21 July 2008 28 July 2008
August 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
04 August 2008 11 August 2008
18 August 2008 25 August 2008
September 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
01 September 2008 08 September 2008
15 September 2008 22 September 2008
29 September 2008
October 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
06 October 2008 13 October 2008
20 October 2008 27 October 2008
November 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
03 November 2008 10 November 2008
17 November 2008 24 November 2008
December 2008 Mondays: Airside Induction 09:00 – 11:00 and AVOP 11:30 – 14:30
01 December 2008 08 December 2008
