Understanding the CCMA Rules & Procedure is an explanation of the Rules for the Conduct of Proceedings before the CCMA, and an invaluable guide to the various CCMA processes and proceedings. Understanding the CCMA Rules & Procedure will assist the reader in understanding a sometimes complicated and confusing set of rules. Each CCMA rule is explained and summarised. In cases where a rule has been interpreted by the CCMA or Labour Courts, the relevant award or judgment is brought to the reader's attention. Understanding the CCMA Rules & Procedure also contains: The text of the rules for easy reference; A useful matrix of CCMA forms and their uses; Templates for rescission and condonation applications; The CCMA guidelines on misconduct arbitration; The code of conduct for CCMA commissioners.

Customer service is not a new topic in marketing. Although most marketing texts cover customer service in some form or another, the topic is generally not given the attention it deserves. In a society where customers are becoming more informed, more protected and more demanding than in the past, it makes good business sense to ensure that your customers receive a high level of customer service. After all, a happy customer is a satisfied customer, and a satisfied customer will remember the experience and purchase from you again and again.

Customer Service draws together the important issues regarding customer service. It addresses all the key elements which need to be considered when developing a service strategy for a business. The text is not only written with undergraduate students in mind, but also for the entire spectrum of businesses – both large and small – and for employees at all levels.

This book:

• Considers the topic of customer service within the context of its role in marketing strategy
• Stresses the importance and role of verbal and non-verbal communication
• Highlights the role that physical evidence plays in supporting a service strategy
• Addresses the causes of service failures and how to fix them
• Provides guidance on how to develop a service system
• Shows how technology can be used to enhance customer service
• Gives advice on how to develop and train staff to deliver exceptional customer service
• Addresses the important issues of quality, value, expectations and satisfaction and why they form the foundation of a service strategy
• Outlines the concept of customer experience management and how to apply it to a business

This book is the first South African work on this crucial new tool for the successful investigation and prosecution of crime.

It introduces readers to the biological principles of DNA and emphasises the importance of the chain of custody and pre-trial disclosure. It also looks at the process that a DNA-sample has to go through before a DNA test result can be produced, as well as an explanation of test result interpretation.

The meaning of a DNA match is explained, as well as aspects of population genetics, statistical calculations and DNA databases.

Retail Management 3 e is aimed at undergraduate students pursuing a national diploma or degree in marketing. It offers a comprehensive and contemporary exploration of the dynamic retail landscape. This edition is structured around the retail mix and provides in-depth analysis and practical insights into each component.

There is a strong emphasis omni-channel retailing, every chapter highlights how digital and physical channels converge to shape modern retail strategies. The book also delves into how shifts in consumer behaviour and expectations are redefining the retail experience.

New to this edition:

•    A new chapter dedicated to e-tailing, exploring the rise of digital storefronts and their strategic implications.
•    Insightful discussion on dark stores and their transformative impact on logistics and customer service.
•    Analysis of the changing consumer profile, with a focus on personalisation and data-driven engagement.
•    A unique perspective on the township economy in South Africa, highlighting its role in inclusive retail growth and innovation.
•    A new chapter on retail sustainability details the incorporation of sustainability in retail and the different innovations this has brought about.

Table of Contents:

Part 1: An introduction to retail
Ch 1: Role of retailling
Ch 2 Retail environment
Part 2 Retail mix
Ch 3 Customer behaviour
Ch 4 Location
Ch 5 Design and layout
Ch 6 E-tailing
Ch 7 Promotion
Ch 8 Pricing
Ch 9: Merchandise management
Ch 10 Customer service
Chapter 11 People management
Part 3 Retail functions
Ch 12 Logistics
Ch 13: Finance
Ch 14 Assests and risk
Part 4 Strategic retail
Ch 15 Retail strategy
Ch 16 Stakeholders
Ch 17 Retail sustainability and innnovation 

This book examines sexual contact and abuse from a purely scientific and medical perspective.

The book covers:

• the recently updated and relevant legislation
• the sexual biology (anatomy and physiology) of the body, especially related to understanding medical aspects of injury and sexual contact, how and when injuries are caused, and how these relate to findings and their consequences
• the critical aspects of medical forensic examinations including incident history, clinical examination technique, medical findings, evidence collection, special laboratory investigations and medical reports for court

The cadre of forensic nursing as a professional scope of nursing has recently been accepted by the Nursing Council and is now beginning to emerge, and legally in this country such nurses are now allowed to examine sexual abuse cases, issue reports and give testimony provided they undergo an accredited training programme in sexual abuse medicine. In addition, medical and legal professionals need to understand, interpret, and present sexual medical evidence appropriately in sexual offences cases.

This book will serve as a ready reference for the understanding and interpretation of the sexual biology and medicine, both in the medical practitioner’s consulting room and the courtroom.

The Foundations of Modern Nursing in America reprints a distinguished selection of important texts published in this field over the last century, authored by some of the most eminent names in nursing including Lavinia Dock (Secretary for the Council of Nurses for over 20 years), Adelaide Nutting (the first ever professor of nursing), Clara Weeks-Shaw, Darlene Clark Hine, and Susan Reverby. The collection deals with issues such as the education and training of nurses, hospital management, the history of anesthesia, and issues of race and ethics in the nursing profession.

This book provides law enforcement officials with the essential legal knowledge and practical acumen needed for the performance of their duties.

Entrepreneurship and small businesses are vital determinants of sustainable economic growth, particularly in emerging economies, and are acknowledged as engines driving competitiveness and job creation. Countries that have encouraged and nurtured both of these have stronger economies and are more resilient. Entrepreneurship and small business management focuses on developing the important skills necessary for entrepreneurs to succeed at doing business in emerging economies either in small or larger business.

Entrepreneurship and small business management provides a balanced theory and practical approach to help budding entrepreneurs develop thriving businesses. Fundamental aspects such as innovation and creativity are discussed as well as entrepreneurial strategies. The concluding section covers the essence of the business plan as well as relevant case studies, which are presented as a way of ensuring understanding.

Contents include the following:

• Starting a business
• Entrepreneurial skills
• Finance
• Corporate entrepreneurship
• Entrepreneurship
• Social entrepreneurship
• Governance
• Sustainability

Entrepreneurship and small business management aims to provide students of today with competencies to foster entrepreneurship.

The focus of this volume of Acta Juridica - Foreign Direct Investment and the Law: Perspectives from Selected African Countries - is the relationship between foreign direct investment (FDI) and the law, within the context of FDI in Africa and the role of the Agreement establishing the African Continental Free Trade Area (AfCFTA).

The book is a compilation of essays by authors who are specialists from across the spectrum of the law, bringing together their diverse contributions under the banner of foreign direct investment. More specifically, the authors consider the law and foreign direct investment from an African perspective, both regionally and country-specific, in the context of bilateral investment treaties, property law, the legal integration of business law, the role of investment and regulatory policies, dispute resolution, tax incentives and labour regulation.

Auditing Fundamentals in a South African Context, Third Edition provides a clear, practical, and accessible introduction to the core principles of auditing. Designed to support students throughout the undergraduate auditing curriculum, the text integrates theory with real-world application in a distinctly South African setting.

The book presents auditing concepts within a rich contextual framework, enhancing understanding of both the principles and the broader business environment. A continuing case study, based on a typical South African audit client, illustrates the practical application of auditing principles across each phase of the audit process. A well-developed pedagogical approach encourages applied learning, as well as independent, critical and reflective engagement with the subject matter.

This third edition has been thoroughly revised and updated to reflect recent changes in legislation, financial reporting standards, auditing pronouncements, and governance codes. It also addresses the growing impact of technological advancements on the auditing profession, exploring their relevance and application to principles and practice.

This title is a companion to Auditing Fundamentals in a South African Context: Graded Questions, Fourth Edition.

New to this edition:

Comprehensively revised and updated to address the changes in principles of corporate governance, and requirements of legislation, financial reporting and auditing pronouncements and codes that have occurred since the publication of the previous edition of this work. 
The third edition text is designed to enable effective development of key competencies in the auditing discipline, in particular:
•    Audit competencies, as prescribed by the SAICA CA2025 competency framework;
•    Digital acumen and innovation;
•    Business acumen. 

The text is now paired with a separate component featuring the Nsimbi Piping case study and documentation of business cycle transactions, enabling readers to work with both components simultaneously and cross-reference them with ease.

Table of Contents:

Part A The context within which the external auditor operates
Chapter 1: Introduction.
Chapter 2: Ethics.
Chapter 3: Legal responsibilities of the auditor.
Part B The external audit process
Chapter 4: Basic concepts of governance and internal control.
Chapter 5: Introduction to risks and internal controls in a computerised environment.
Chapter 6: Revenue and receipts cycle.
Chapter 7: Purchase and payments cycle.
Chapter 8: Inventory and production cycle.
Chapter 9: Human resources cycle.
Chapter 10: Investment and financing cycle.
Chapter 11: Overview of the audit process.
Chapter 12: Pre-engagement and planning activities.
Chapter 13: Audit procedures: Essential concepts.
Chapter 14: Audit procedures: Specific considerations.
Chapter 15: Completion of the audit.
Chapter 16: The independent review.

A thorough introduction to community nursing practice based on the principles of primary health care and a social model of health.;

The authors of the pioneering Cutting-Edge Marketing Analytics return to the vital conversation of leveraging big data with Marketing Analytics: Essential Tools for Data-Driven Decisions, which updates and expands on the earlier book as we enter the 2020s. As they illustrate, big data analytics is the engine that drives marketing, providing a forward-looking, predictive perspective for marketing decision-making.

The book presents actual cases and data, giving readers invaluable real-world instruction. The cases show how to identify relevant data, choose the best analytics technique, and investigate the link between marketing plans and customer behavior. These actual scenarios shed light on the most pressing marketing questions, such as setting the optimal price for one’s product or designing effective digital marketing campaigns.

Big data is currently the most powerful resource to the marketing professional, and this book illustrates how to fully harness that power to effectively maximize marketing efforts.

Clear, accessible and jargon-free, BBC French Grammar is the ideal complement to any French language course.

With its emphasis on clear and concise explanation, it provides a handy and authoritative reference guide for learners at home or in the classroom. Well respected and recommended by language tutors, the BBC Grammar range is suitable for adult learners from beginner level to GCSE and beyond.

The Law of Evidence in South Africa, Third Edition offers a clear, concise, and applied introduction to the principles governing the law of evidence in South Africa, including the verification of truth within customary law contexts.

This third edition is revised and updated to reflect key legal developments that have emerged since the publication of the previous edition. It also provides insightful analysis of the evolving technological landscape and its implications for evidentiary principles and practice.

Structured to promote clarity and comprehension, the text presents content in a logical sequence that supports both learning and application. A conceptual and inquiry-based approach encourages independent, critical, and reflective engagement with the subject matter.

Start preparing for your future…today! Develop the test-taking skills you need to prepare for your certification examination and build the knowledge base you need to successfully enter practice. Begin with high-yield content reviews of must-know disorders; then quiz yourself with questions reflecting those found on the ANCC and AANP certification examinations. More than 2,500 questions with detailed rationales for both correct and incorrect responses to help you hone your diagnostic and treatment reasoning skills. Looking for more NP certification resources? Boost your chances for success with Family Practice and Adult-Gerontology Primary Care Nurse Practitioner Certification Examination. Purchase both books together for a discounted price here.  A must have for FNP study!! "My most valuable asset for FNP study! I used this throughout my FNP program and highly recommend it! Fitzgerald uses easy to learn concepts and helps you to remember key concepts necessary to practice! Passed my AANP on my first attempt!" - Brandee, Online Reviewer "This book is amazing. Not only did it help me pass my... certification on the first try, but has also become my trustworthy resource in practice." - Rob, Online Reviewer Great material not just to review for certification boards. "Great material not just to review for certification boards, but also FNP students looking for short summaries of key information." - James D., Online Reviewer

Exam Board: OCR Level: A level Subject: Science / Biology First teaching: September 2015 First exams: June 2017 An ActiveBook is included with every Student Book, giving your students easy online access to the content in the Student Book. They can make it their own with notes, highlights and links to their wider reading. Perfect for supporting work and revision activities. Student Book 1 supports a standalone AS course and provides the first year of a two-year A level course; Student Books 1 and 2 together support the full A level course. A cumulative approach to learning constantly builds on what has previously been taught. The chapter openers highlight prior learning requirements and link to future learning. The required maths skills are highlighted at the start of each chapter providing opportunities for students to check understanding and remedy gaps. Bigger spreads require students to read real-life material that's relevant to the course and use knowledge in new contexts. Accompanying questions require students to analyse how scientists write, think critically and consider issues. Preparing for your exams sections highlight the key differences between preparing for an AS and full A level exam. Practice question spreads provide opportunities for students to regularly check their understanding using questions written in the style of the new exams from day one.

Private Law in a Changing World honours the work of Professor Danie Visser and celebrates his return to research after almost a decade as Deputy Vice-Chancellor of the University of Cape Town. It considers the ways in which the law of obligations has evolved in response to external forces in both the recent and remote past – or, to switch perspectives, the high degree of internal coherence and continuity which it has maintained over time despite the operation of such forces.

Leading scholars of legal history and private law from six jurisdictions consider topics drawn from across the law of contract, delict/tort and unjust/unjustified enrichment.

Their insights shed light on contemporary debates around the world regarding the value of doctrinal scholarship, and on the debates regarding the decolonisation of private law currently unfolding in South Africa.

This introductory-level textbook provides a clear and concise overview of commercial law for undergraduate law students.

Covering all the key areas of law that may be included in a commercial law module, including agency, sale of goods, bailments, carriage of goods, commercial financing, and conflict of laws, it also introduces relevant elements of related fields such as banking and insolvency law and touches on emerging issues such as cryptocurrencies.

Key Features:

• Accessible and conversational prose
• A tight focus on core knowledge with manageable levels of detail
• Important concepts, cases and legislation are highlighted for ease of reference
• Student-friendly layout with key lessons and learning objectives clearly identified

Principles of Commercial Law is perfectly suited to law students studying undergraduate commercial law modules in their second or third years. It will also be beneficial as an accessible introductory text on higher level courses for students who are newer to the topic.

UPDATED AND EXPANDED FOR 2022 and beyond. This clinical pocket reference provides key information that a nurse will require on placement and in practice, selected by experienced teachers/practitioners, clearly written and presented, drawn from a wide range of different sources, packaged in an easily accessible portable format suitable for pocket or mobile devices. Nursing students, assessors, practice educators and preceptees will find that this resource enables the move into real life practice, supporting safe, confident, patient centred nursing. The fourth edition has now been thoroughly updated and extended. New material includes new Mental Capacity Act overview and guidelines, updated infection control (including donning and doffing PPE) and End of Life care sections, and latest Resuscitation Guidelines. This edition is built around the new pre-registration nursing education standards released by the NMC (Nursing & Midwifery Council) in early 2019, allowing it to support all nursing practitioners throughout their years of practice. The authors, all experienced teacher/practitioners have looked at latest teaching trends and national objectives, including the new NMC standards, to provide coverage of the widening range of competencies a nurse needs to display in today's healthcare environment. This resource provides rapid access to key information that a nurse will need to provide effective holistic care of the adult patient. For the student on clinical placement it provides a valuable aide memoire for recently learnt key information. For the newly qualified nurse it assists review, reflection, and revalidation.

A Reasonable Man: Essays in honour of Jonathan Burchell is a collection of essays published in honour of Jonathan Burchell in recognition of his commitment to the academe and his strong sense of loyalty to the institutions in which he has worked, particularly to students and colleagues.

The breadth and impact of his research in the fields of both delict and criminal justice are attested to by the esteemed multidisciplinary scholars who contributed to this work.

The Learner’s Book has been developed according to the requirements of the CAPS for Grade 3. The book can be used year after year. It gives an opportunity for introducing and reinforcing learning content, with at least two pages of activities per week. It also provides learners with activities and assessments.

This book provides law enforcement officials with the essential legal knowledge and practical acumen needed for the performance of their duties.

The new world of work is characterised by increased globalisation, digitalisation and virtualisation, as well as the continuous emergence of Fourth Industrial Revolution (4IR or Industry 4.0) technologies. These aspects have irrevocably transformed the world of work, placing increased emphasis on HR professionals to be effective change agents. The role of HR professionals is likely to become more pronounced in the future.

Given the numerous challenges South Africa face within the context of the Fourth Industrial Revolution, the aim of the book is to provide a South African perspective on human resource management (HRM) within the new world of work.

By focusing on the HR standards of the South African Board of People Practices (SABPP) the book covers the following aspects:

• Industry 4.0 and the new world of work
• International perspectives on human capital development
• Talent management
• Talent development
• Leadership in the new world of work
• HR Information Systems (HRIS)
• HR metrics and analytics
• HR service delivery and innovation
• HR risk management