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SayPro Templates to Use (Provided by SayPro)SayPro Course Planning Matrix

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Written by

Linda Janet Tivane

in

Certainly! Below is a detailed version of the SayPro Course Planning Matrix Template, which is one of the core instructional design tools provided by SayPro. This template helps course designers, trainers, and subject matter experts plan, organize, and structure learning programmes in alignment with SayPro’s quality, outcomes-based, and learner-centered approach.

📊 SayPro Course Planning Matrix Template

Provided by SayPro – For Internal Use in Course and Module Design

🧩 Purpose of the Course Planning Matrix

The SayPro Course Planning Matrix ensures consistency, quality, and alignment between the following elements:

  • Course outcomes and national standards (e.g., NQF/SAQA)
  • Unit standards or learning objectives
  • Content structure
  • Instructional methods
  • Assessment strategies
  • Resource needs

This planning matrix provides a bird’s-eye view of the course design before detailed content development begins.

📋 SECTION A: GENERAL COURSE INFORMATION

FieldDescription/Example
Course TitleCustomer Service for Frontline Government Workers
Course CodeSAY-COURSE-005-CS
Aligned QualificationFurther Education and Training Certificate: Public Administration
NQF LevelLevel 4
Credits10
Duration3 Days (24 Hours)
Delivery ModeBlended (Face-to-Face + Online)
Target AudienceMunicipal front office staff, clerks, and admin personnel

🧠 SECTION B: LEARNING OUTCOMES & ALIGNMENT MATRIX

Unit/ModuleOutcomes / Unit StandardsKey Topics / ConceptsLearning ActivitiesAssessment MethodsResources Required
Module 1: Introduction to Customer ServiceDemonstrate understanding of customer service principles (US ID 119635)– Definition of service – Service cycle– Group brainstorm – Icebreaker quizFormative quiz Group feedbackFlipcharts, projector, SayPro slides
Module 2: Effective CommunicationApply effective communication techniques (US ID 119472)– Verbal vs. non-verbal – Listening skills– Role-play scenarios – Partner dialoguesObservation checklist ReflectionPrinted scenarios, facilitator’s toolkit
Module 3: Conflict HandlingHandle conflict situations appropriately (US ID 114226)– Types of conflict – De-escalation methods– Case study analysis – Group workCase study analysis RubricCase packs, flipchart markers
Module 4: Service Recovery TechniquesRespond to customer complaints using recovery strategies– Apologies – Follow-up processes– Simulation – Checklist developmentPractical demonstration Peer reviewSayPro video library, printed checklists

📘 SECTION C: COURSE STRUCTURE SUMMARY

DayModule FocusTime AllocationFacilitation ModeAssessment Method
Day 1Module 1: Customer Service Basics4 hrsWorkshop / Group DiscussionQuiz + Group Feedback
Module 2: Communication in Practice4 hrsRole Play + PresentationObservational Checklist
Day 2Module 3: Managing Difficult Situations6 hrsCase Study + Small GroupsCase Study Review + Trainer Feedback
Day 3Module 4: Follow-up and Service Recovery6 hrsSimulations + ReflectionPeer Review + Final Presentation
Course Wrap-Up + Evaluations2 hrsQ&A + Feedback SessionPost-Course Evaluation Survey

📑 SECTION D: COURSE RESOURCE PLAN

Resource TypeDescription / Quantity RequiredResponsible Person
Venue & EquipmentTraining room, projector, flipcharts, Wi-FiAdmin Coordinator
Participant MaterialsManuals, handouts, pens, notebooksTraining Coordinator
Digital ToolsAccess to SayPro Learning Portal, Kahoot! accountE-Learning Specialist
Assessment ToolsRubrics, checklists, quiz sheetsFacilitator
Media Content2 SayPro videos, real-life scenarios (recorded interviews)Content Developer

📈 SECTION E: MONITORING, EVALUATION & IMPROVEMENT

Evaluation ComponentMethod UsedResponsible RoleTimeline
Learner FeedbackPost-course digital surveyAdmin SupportEnd of Day 3
Facilitator Reflection NotesEnd-of-course reportFacilitatorWithin 2 days post
Skills Application Check-InFollow-up email & survey to employerQA Officer1 month later
Course Review CycleFormal QA review + SME updateQuality Assurance ManagerQuarterly

🧾 SECTION F: VERSION CONTROL

VersionDateAuthorSummary of Changes
1.02025-06-05SayPro Design TeamOriginal Matrix Created
1.12025-07-10T. MolefeAdded updated NQF reference & topics

✅ Notes & Best Practices

  • Always align outcomes with SAQA Unit Standards or professional body requirements.
  • Ensure each learning activity has a clear purpose and supports measurable learning.
  • Use active and experiential learning methods where possible.
  • Keep assessments valid, reliable, and fair (aligned with SayPro’s Assessment Policy).
  • Be flexible but structured: allow for different facilitation styles but stay within the framework.

🔐 Internal Use Only

This template is part of SayPro’s official content development suite. Only authorized personnel may modify or implement the matrix for training, course design, or client solutions. Follow SayPro Quality Assurance and Compliance protocols during all stages of course planning.

  • Neftaly Malatjie | CEO | SayPro
  • Email: info@saypro.online
  • Call: + 27 84 313 7407
  • Website: www.saypro.online

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