http://hdl.handle.net/11189/5503 2026-09-29T17:51:05Z http://hdl.handle.net/11189/5512 Title: Intercultural communication in the south african public sector: A theoretical overview Authors: Hendrickse, Rozenda Frandeline; Davids, S Abstract: South Africa is a multicultural society and its Constitution gives credence to eleven official languages. Its apartheid ideology of segregation is still tangible in all spheres of society, particularly in communication languages. Whilst policies governing intercultural communication in the public sector exist, its application proves inadequate. As South Africa employs continuous reconciliation endeavors, this theoretical exposition of intercultural communication is significant, as it elevates the status of communication as an imperative service delivery tool. This concept also appears secondary to all other organizational development techniques. Its importance is seldom recognized when managing diversity 2014-01-01T00:00:00Z http://hdl.handle.net/11189/5511 Title: Affordable Housing Delivery in Relation To Land, Finance and Tenure Options within the City of Cape Town, South Africa Authors: Witbooi, Charles; Hendrickse, Rozenda Frandeline Abstract: Affordable housing delivery has been a major deliverable for the South African government since 1994. The apartheid laws created a fragmented city and had a negative impact on previously vibrant communities. Since the dawn of the new South Africa in 1994, government has created a platform to stimulate the creation of sustainable communities. This has proven to be a daunting task and the progress in this regard has been slow. In 1994, the South African government published the White Paper on A Housing Policy and Strategy for South Africa. This was followed in 2004 by a housing code, A Comprehensive Plan for Sustainable Human Settlements, called “Breaking New Ground”, which contained practical guidelines to implement sustainable human settlement development. The aforementioned was supported by other legislation and the abolishment of apartheid planning legislation. Sustainable human settlement development consists of many facets, but this paper focused on three themes, being land, finance and tenure options with respect to affordable housing delivery in the City of Cape Town. Ten housing practitioners were identified, representing government and the private sector. A semi-structured interview comprising of 12 questions was used to allow the housing practitioners to share their knowledge on the aforementioned themes during the process. The study found that a shortage of affordable housing is an international problem and not just a South African or City of Cape Town phenomenon. With regard to land it concluded that strategic government-owned land parcels remain underdeveloped. Despite government’s comprehensive finance programmes, the study found that the financial sector had no formal obligation to assist government with the delivery programme. With regard to tenure options, the research concluded that additional forms of tenure, such as incremental and rental options, should become more prevalent in the delivery model. 2015-01-01T00:00:00Z http://hdl.handle.net/11189/5504 Title: Differences in call centre agents’ perception of their job characteristics, physical work environment and wellbeing Authors: Miller, Noleen; Hendrickse, Rozenda Frandeline Abstract: Orientation: job characteristics and physical work environment of call centres have an impact on the wellbeing of call centre agents. Research purpose: the aim of this study is to determine whether there are differences in male and female call centre agents’ perception of their job characteristics, physical work environment and wellbeing. The study also aims to investigate whether there is a significant relationship between the wellbeing problems encountered by call centre agents and the job characteristics and physical work environment factors. Motivation for the study: wellbeing in call centres is a concern and therefore necessitates a study in understanding the factors of the work environment that negatively impact the wellbeing of call centre agents. Research design, approach and method: a quantitative research approach was employed to gather the data for the study, utilizing a structured questionnaire. The sample (n = 275) consisted of call centre agents from four companies situated in the Cape Metropole. Main findings: call centre agents had the same perceptions of their job characterises. Differences in perception were found with the physical work environment and wellbeing. Significant relationships between job characteristics, physical work environment and wellbeing were found. Contribution/value-add: the study contributes to the literature and knowledge of the workplace environment and wellbeing of call centre agents. 2016-01-01T00:00:00Z http://hdl.handle.net/11189/2165 Title: Managing South Africa’s non-governmental organizations in an interconnected world Authors: Hendrickse, Rozenda Frandeline Abstract: Pre-1994, many donors sympathetic to the struggle against racial segregation, did not strictly control the administration and expenditure of funds. Shifts in donor policies and difficulties in the NGO sector for example, corruption, lack of financial management, inadequate leadership capacity and poor governance – are but some factors which led to the demise of many South African NGOs. Unseasoned managers floundered in an environment where good governance became the buzzword beyond 1994. This paper aims to devise a governance appraisal framework for the South African NGO sector in order to improve management practices and to sustain NGOs in the long run. It provides a theoretical underpinning pertaining to an NGOs legal status, its leadership, its executive management structure, the composition of the board and the principles of good governance. 2013-01-01T00:00:00Z