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Private education leader ADvTECH harnesses Analytics to ace proactive service management with Freshservice
Please click here to read the original article at Freshworks.com
Transformation Highlights:
- Africa’s largest private education provider, ADvTECH was previously using a service desk with limitations, so they sought a customizable solution that could seamlessly expand into their various teams and brands to ensure excellent service delivery to their tens of thousands of school and university students in South Africa and the rest of Africa.
- The search for a new solution began and ended with Freshdesk for ADvTECH’s students and parents and Freshservice for their employees.
- With Freshservice, ADvTECH found an easy-to-use, one-stop ITSM solution that allowed all their teams to work together.
- They use Analytics extensively to get insights across key performance metrics, which then helps them make data-backed business decisions.
- Workflow Automator, Self-Service Portal, Ticket Forms, and Change Management are some of the Freshservice features that have proved extremely pivotal for the group.
About ADvTECH Group
ADvTECH Group leads the private sector in Africa in school and tertiary education and resourcing, contributing meaningfully towards sustainable human capacity development in South Africa by providing the highest quality education, training, skills development, and career placement services.
The ADvTECH Group has a tertiary education division, a schools division, and a properties division. They also have a centralized support office, their head office in Sandton, where the IT team, Group Shared Services (centralized finance team for schools), and the Properties team also sit.
In April 2022, ADvTECH embarked on finding an easy-to-use and customizable one-stop solution service desk that teams across functionalities, brands, and divisions could use. We spoke to the ICT Manager of the Service Desk at ADvTECH to understand how they chose Freshservice to empower digital transformation across the organization.
Moving to a scalable service desk for a fast-growing organization
The IT team at ADvTECH Group was using a different service desk earlier. As the organization grew, they wanted to find a scalable tool that helped collaborate with context.
ADvTECH also felt they needed an easily configurable and customizable solution that did not require coding knowledge. They were looking to extend this solution across different brands and departments. They wanted to seamlessly move tickets between departments, configure metrics and filters, and derive meaningful insights.
ADvTECH was looking to expand the scope of offerings of a service desk and extend it to all teams in schools, tertiary institutions, and administrative offices. They also wanted deeper visibility into their organization, so they decided to move forward with Freshservice.
Freshservice’s easy-to-use UI and no-code interface
Moving to Freshservice was an administrative game-changer for ADvTECH. They found a tool that could be used by anyone and across departments. They had already used Freshdesk for a few years, primarily as a customer-facing tool for parents and students. With Freshservice coming in, ADvTECH’s employee experience was positively impacted. Freshservice is now used by their centralized support office to support all their employees.
Leveraging in-depth Analytics to make better business decisions
“As soon as I got involved in Freshdesk, I started looking at the data and building insights with Analytics. And to be honest with you, when I started understanding Freshdesk Analytics, I didn't even bother looking at the other solutions we were planning to look at. We knew we wanted Freshservice.”
ICT Manager of the Service Desk
One of the primary reasons ADvTECH started using Freshservice was how much value they saw in Analytics while using Freshdesk. Insights from Analytics have been game-changing for ADvTECH as they improved agent performance across response and resolution time SLAs.
They have a very systematic approach to tracking performance by creating curated reports for each of their individual tertiary entities. They were further able to drill down data based on tickets raised by each student, ensuring they address students with maximum open tickets and improve their user experience. They also created different reports to track agent performance and incentivize them based on parameters like the highest number of tickets handled and best resolution times. These improvements ensured and will continue to ensure a greater customer experience for students, enabling them to focus even more on their core aim of excellence in education rather than administrative logistics.
ADvTECH has also used Analytics to understand various pain points and improve efficiency across the organization. They created reports for senior management to understand what tickets get logged from their campuses to the centralized support office. After analyzing the results, they made changes like expanding their support teams, upskilling them, and also increasing the limit of tickets handled per agent from 10 to 100. All these initiatives helped them improve their business efficiency and provide a delightful experience to their customers and employees.
Managing high ticket volumes with bucketing, Canned Responses, and Knowledge-base articles
Twice every year, the support office teams at ADvTECH go through their busiest times, once during registration and then during graduation. To tackle this, ADvTECH created a Student Information System (SIS) registration dashboard with various customized widgets to bring granular data into the platform. This helped them better classify tickets into buckets and make resolution more efficient. This bucket view gives them clearer visibility of the main problem areas and allows them to take suitable action.
Along with bucketing, ADvTECH also uses canned responses and solution articles to reduce the workload for their agents. For instance, if an agent needs to help a student change an incorrect date of birth on their registration form, all the agent needs to do is log a ticket. The rep at the support office will connect with them and send them a solution article to help the student in under 30 minutes.
Extending Freshservice experience with Freshworks Marketplace
The ADvTECH team uses a host of apps from Freshworks Marketplace that allows them to drive key integrations with Freshservice and do more with it. Azure Active Directory Provisioning (SCIM) is an integration that helps drive agent productivity through access management.
Tapping into key Freshservice features
The ADvTECH Group pointed out four pivotal benefits they saw with using Freshservice features
- Better automation and smart workflows: Automation is at the core of ADvTECH’s move to Freshservice. When they made the switch, they worked to mandate automation across as many business processes as possible. The Workflow Automator has been very helpful in simplifying and eliminating the physical need for managing tickets by agents. ADvTECH also uses automation for routing specific tickets to certain agents and to populate a category/subcategory on the agent’s side. ADvTECH has improved its process efficiency and service agility by automating repetitive tasks with powerful workflow automation.
- Unified support across teams via the Self-service Portal: ADvTECH has implemented the portal directly for several support teams without having to create separate email addresses for them. This has helped them provide a one-stop shop for all their employees to avail support services from multiple teams. The tickets raised via the portal are all logged using customized forms, which ensures clean data entry for each workstream. The use of the support portal has greatly reduced resolution times across teams.
- Efficient data collection with customizable ticket forms: The organization uses forms to capture accurate information from users raising tickets. Earlier, when the teams at ADvTECH relied on email, none of the essential information would get captured, and it would waste a lot of time. Freshservice’s ticket forms have customizable fields and can be modified as needed. ADvTECH has modified these form templates to suit each department and function, which ensures that only relevant information is captured for various tasks. Using ticket logging forms, they have provided their business with important insights and captured in-depth information from users. They get access to 90% of the required information to resolve a ticket more efficiently and within SLA.
- Automated approvals via Change Management: ADvTECH has optimized its systems and processes using Freshservice – from notifications to track change requests to monitoring and reporting. ADvTECH uses intelligent workflows that facilitate ticket routing based on system, priority, and category. For instance, if a change request comes in that needs approvals, a notification will go out to the relevant agents, and once the approvals have come in, the change will automatically be facilitated, concluding the change lifecycle. Within ADvTECH’s IT division, many departments have access to change control, such as the Security team, the Cyber Security team, the Desktop team, the Enterprise team, the Data Enterprise team, and the SIS team.
Looking ahead
ADvTECH is investigating the possibility of more applications for bots to lessen the workload on agents by focusing on deflecting most tickets. They are also keen to further seamlessly tie Freshdesk and Freshservice together to optimize their efficiencies and create a unified system. Their long-term vision is to expand Freshdesk and Freshservice to smaller teams within each individual brand under the ADvTECH Group.
“What I love most about Freshservice is that it’s customizable and very user-friendly. We have been able to expand our service desk across colleges and different teams across the group. It’s a tool that can be used by anybody.”
ADvTECH ICT Manager: Service Desk
ADvTECH Updates
Africa’s leading private education group, JSE-listed ADvTECH, has launched South Africa’s first dedicated Centre of Teaching and Learning Excellence, focused on driving excellence across all educational phases in the country. The centre will be the first of its kind, centralising continuous professional development training across both schools and tertiary phases. Named SIRIUS (after the brightest star in the sky), the centre will be a dynamic learning space, dedicated to facilitating relevant micro-courses and workshops to enhance teaching practices and promote the continuous professional development of the group’s teachers, lecturers, research and supervisors across its 119 schools and 33 tertiary campuses. “SIRIUS will serve as the central hub for educational excellence. ADvTECH teaching and academic staff will be provided with the innovative resources, support, and professional development opportunities, both online and in-person, that they need to consistently excel and drive student growth and performance,” says Desiree Hugo, SIRIUS Schools Head. “SIRIUS will be a dynamic learning space which will focus on specific areas of practice to support and improve student learning and results, as great teaching can be learned,” she says. SIRIUS will therefore play a key role in supporting educators in schools and tertiary to deliver on the academic excellence promise of ADvTECH. Hugo says the center will support ADvTECH’s academic leadership positioning by: Implementing tools for teaching and learning innovation aligned to global benchmarks; Driving continuous development of teaching and academic practices that will attract and retain top teachers and academics (lecturers, researchers and supervisors); Leveraging research projects to inform and operationalise internal best practices, and Capacitating teaching and learning skills for improved student academic outcomes. SIRIUS modes of delivery will include in-person training at the SIRIUS Hub, online real-time facilitation, and curated online resources for independent self-study. “We are very excited about the development of our dedicated teaching studio in Sandton, which is specifically designed to facilitate the teaching of 21st century pedagogies,” says Hugo. The studio will facilitate in-person learning of up to 60 delegates at a time, in a relaxed atmosphere with modern and inspiring spaces equipped with flexible furnishing and cutting-edge technology. It will include inclusive and functional features, such as a coffee bar, collaboration spaces, and resource centre, as well as a dynamic teaching space that can be adapted to accommodate the various educational phases. SIRIUS Tertiary Head, Dr Gill Mooney, says the center will ensure that ADvTECH has a strong and sustainable pipeline of excellent teaching and learning professionals to support the group's growth imperative, to further solidify its sector leadership position now and into the future. “By centralising and leveraging skilled and scarce teaching and learning resources, we will be able to further drive excellent academic performance, as well as attract and retain top talent for both our schools and tertiary division, given the extent and accessibility of developmental opportunities. We like to call this empathic empowerment, where all our academics and teachers have the opportunity to shine,” she says.
ADvTECH LIMITED (Incorporated in the Republic of South Africa) (Registration number: 1990/001119/06) Share code: ADH ISIN: ZAE000031035 (“ADvTECH” or “the Company”) BOARD CHANGES: RESIGNATION AND APPOINTMENT In accordance with paragraph 3.59 of the JSE Limited Listings Requirements, shareholders are hereby advised of the following changes made to the composition of the ADvTECH Board of Directors (“ADvTECH Board”) and its committees: Mr. Monde Nkosi (‘Monde’), a non-executive director and member of the Investment, Nominations and Remuneration Committees will resign from the ADvTECH Board, effective 28th February 2025. Monde, who is an Investment Director at Value Capital Partners, joined the ADvTECH Board in 2021 and has made a valuable contribution during a period in which ADvTECH has grown its footprint, delivered substantial returns to shareholders and expanded its positive social impact. The Board extends their sincere appreciation to Monde for his commitment and valued contribution during his tenure as a non-executive director and wishes him well in his future endeavours. Mr. Daniel Smith (‘Dan’), who currently serves as an alternate director to Monde, will be appointed to the ADvTECH Board as a non-executive director, and a member of the Investment, Nominations and Remuneration Committees, effective 28th February 2025. Dan has over 20 years’ experience in investment banking in South Africa and internationally across multiple industries. Dan currently holds the position of Group Chief Financial Officer at Lesaka Technologies Inc., a NASDAQ- and JSE-listed fintech group. The Board congratulates Dan on his new role and looks forward to his continued contributions. 3 February 2025 Johannesburg Sponsor: Bridge Capital Advisors Proprietary Limited
This year’s International Day of Education (Friday 24 January) spotlights the theme AI and education: Preserving human agency in a world of automation. The day emphasises the transformative power of education in fostering social impact through personalised digital learning, says Desiree Hugo: Academic Head at ADvTECH Schools, Africa’s leading private education provider. As artificial intelligence reshapes educational landscapes, retaining the best practices of the past, combined with personalised digital learning, becomes essential in addressing diverse student needs, she says. “Given this context, it is imperative that educational institutions invest in educators' professional development, to equip teachers with the skills necessary to integrate AI tools effectively, to enhance individualised learning experiences. Personalised learning not only tailors educational content to suit each student's pace and style, but also encourages critical thinking and creativity.” This approach empowers teachers and students to navigate technological advancements while retaining their autonomy and agency. Hugo says in line with international best practice, the ADvTECH Group continues to invest in the delivery of superior technology and enhanced teaching and learning, thereby providing the roadmap for the development of future-focused education on the African continent. “We encourage all educational institutions, as we celebrate 2025’s International Day of Education, to also seek to elevate teaching practices, create and integrate systems to improve learning outcomes, and create and optimise academic support systems. “Let us reaffirm our commitment to harnessing education as a force for social good, ensuring equitable access to quality learning opportunities that prepare students for a rapidly evolving world.”
Following the release of the 2024 Matric results this week, countless students are in a position where they can – or are forced to – reconsider their plans for 2025. For those who did better than expected, new doors will have opened. For others, their initial study plans may need to be reviewed due to their marks not fulfilling the requirements of their chosen qualification. Regardless of an individual’s position, it’s important to know how to move forward, an education expert says. “In the wake of receiving their results, it is important for all Matrics from the Class of 2024 to pause and consider the way forward. Even if your results don’t impact your initial plans, it is still advisable to make sure you know you are on the right path,” says Peter Kriel, General Manager at The Independent Institute of Education , SA’s leading private higher education provider. SCENARIO 1: YOU DID BETTER THAN EXPECTED Kriel says the first thing to do if you did better than expected is to enjoy the moment and celebrate your success. “Take pride in your achievement and recognise the hard work and dedication you put in. In preparation for future successes it is also important to reflect on your methods: Think about what strategies worked for you. Did you follow a study schedule? Did you use specific study techniques? Understanding what contributed to your success can help you in future endeavours,” he says. Then consider your options and plan your next steps. If you have a better than expected endorsement on the National Senior Certificate, you may want to reconsider your initial plans. “If you applied to a higher education institution to study in 2025, contact them immediately and find out if there is space available in a programme that you would rather follow but did not previously qualify for. “Alternatively, explore other options to check for available space. In South Africa, public universities and private higher education providers must all register as higher education providers and the qualifications they offer are all subject to a unitary form of accreditation. This means that there may be a world of options now open to you, which you may not even have been aware of.” SCENARIO 2: YOU DIDN’T DO AS WELL AS EXPECTED Kriel says it is very important to stay positive and not panic. Performing below par is a temporary hurdle, not the end of the road. “It’s natural to feel disappointed, but remember that one set of results does not define your future. Reflect on what happened and understand where things went wrong. Was it a lack of preparation, anxiety, or difficulty with certain topics? Identifying the problem is the first step to improvement going forward,” he says. If your poorer performance didn’t impact your National Senior Certificate endorsement you are probably also set to go. Your reflection on what went wrong is now more important than ever to ensure that you don’t make the same mistakes going forward. However, if you applied to study next year and you now no longer qualify to follow this route, you have to act quickly to plan how you will get to where you planned to be in the first place. “Remember, all doors are not closed – you may just need to follow a different route. One really good option is to enrol for a Higher Certificate at a reputable registered and accredited higher education institution. The advantage of doing this is that once you have successfully completed the Higher Certificate, you will be able to continue with degree studies in your chosen discipline.” It is important to keep in mind that both successes and failures are part of the learning process, Kriel says. “Use them as opportunities to build resilient adaptability and develop a growth mindset by believing in your ability to grow and improve. A growth mindset can turn challenges into opportunities for learning and development. “Your final school exam results are an important milestone, but they are just one part of your academic journey. Whether you did better or worse than expected, there are always steps you can take to continue growing and improving. Celebrate your achievements, learn from your experiences, and stay focused on your future goals. Remember, with determination and the right mindset, you can overcome any challenge and achieve your dreams.”
JSE-listed ADvTECH has set a new record for academic excellence in the 2024 IEB examinations across their 119 schools. ADvTECH’s pass and bachelor’s degree pass rates for 2024 were 99% and 90% respectively, with 3 622 distinctions at an average of 1,8 per student. Additionally, 20 students were recognised by the IEB for Outstanding Performance and 10 for Commendable Achievement. “We congratulate our students, our schools and our teachers on this remarkable set of results.” says Desiree Hugo, academic head of ADvTECH’s schools' division. Hugo commented that the outstanding performance was the result of a number of initiatives introduced across the Group in the past few years. These include a strong focus on artificial intelligence driven teaching and learning. ADvTECH’s schools' brands include Crawford International, Pinnacle, Trinityhouse and Abbotts.
With their 2024 IEB Matric exam performance, JSE-listed ADvTECH Schools and students have set a new precedent for academic excellence in the country. ADvTECH Schools not only performed better than the national average, but also improved on its own stellar results from the year before. The ADvTECH IEB pass rate for 2024 was 98,75% compared to the national rate of 98,47%. The group’s results were also better than the 2023 pass rate of 98,58%. 2044 students sat for the 2024 IEB exams. ADvTECH’s Bachelor Pass rate of 89,46% was also up from the previous year, and higher than the national IEB average of 89.37%. ADvTECH students achieved 3 622 distinctions. “We congratulate our students, our schools and teachers on this remarkable achievement,” says Desiree Hugo, Academic Head: Schools Division at ADvTECH. Hugo says the outstanding performance across ADvTECH’s 119 schools – which include brands such as Crawford International, Pinnacle College, Trinityhouse Schools and Abbotts College – was the result of significant advances introduced across the group in the past years. These include a strong focus on data-driven teaching and learning, which allows for individualised learning paths and interventions. “The increase in percentages may look small on paper, but they represent a significant number of individuals who have reaped the rewards of their hard work paired with the support of international best practices in education,” Hugo says. Noteworthy performance of individual ADvTECH Schools included: · Crawford International Sandton 4,3 average distinctions per student · Crawford International La Lucia 3,3 average distinctions per student · Trinityhouse Randpark Ridge 2,6 average distinctions per student · Trinityhouse Little Falls 2,5 average distinctions per student · 20 ADvTECH Students were recognised for Outstanding Performance by the IEB · 10 ADvTECH Students were recognised for Commendable Achievement by the IEB
During the December holidays, parents and guardians of 2025’s Grade Ones have a monumental milestone to look forward to – that of their child going to big school for the first time! In the coming weeks, before the school doors open in January, parents have a valuable opportunity to ensure children start their academic journey on a positive and strong footing, an education expert says. “Transitioning from preschool to the more formal primary school setting is a significant milestone for both children and their parents. This change can bring about feelings of uncertainty and anxiety, but with intentional preparation, parents can help their children embark on this new educational journey with confidence,” says Desiree Hugo, Academic Head: Schools Division at ADvTECH, Africa’s leading private education provider. Hugo says it is important to set a positive tone in the coming weeks, to help students prepare emotionally so that they can embark on their new chapter with the right mindset, ready to enjoy their academic journey from the start. “There will be lots of excitement around the practical preparations such as selecting school uniforms, gathering supplies, and getting to grips with new routines next year. But in addition to the logistical aspects, parents can also smooth the transition to help their child navigate the new environment. To that end, parents can start practising the mindset for success right away,” she says. Manage expectations As parents, it is important to manage our expectations, says Hugo. “Allow your child to make mistakes and learn from them, rather than pushing for achievement and perfect outcomes at all costs. In the next few weeks, help your child develop independence and confidence by taking small steps towards self-care, such as dressing themselves and organising their belongings. Celebrating efforts, even when they fall short of perfection, fosters resilience – both at home and at school.” Foster perseverance Young children may feel frustrated when they struggle with tasks. It’s essential to teach them the value of persistence and the importance of continuing to try despite difficulties. “Instead of immediately stepping in to resolve issues, parents should offer guidance and encouragement, to help their child build confidence in their own abilities.” Promote positive play Starting Junior school marks a crucial social development phase where children learn to engage meaningfully with peers. Parents should encourage kindness and inclusivity among their children, which are vital for emotional growth and confidence. “It can be tough out there for children as they start encountering challenging situations and peers. These early years start marking the time where parents can’t just always step in and remedy the situation, and where students need to start understanding how to navigate challenges themselves. To build conflict-resolution muscles, roleplaying various scenarios with toys or games that involve taking turns and dealing with frustrations can help children practise social skills necessary for making friends and resolving conflicts,” Hugo says. Encourage curiosity A natural curiosity about the world is fundamental for learning. “Parents should nurture this by engaging in conversations about their surroundings during outings, ask questions of your child, do not just supply answers. Research indicates that children benefit significantly from interactive discussions where both parties question, listen and respond thoughtfully. “Encouraging reading and exploring topics together can further enhance this curiosity.” Develop healthy routines to build resilience While there is little to no homework in the early years, parents should put aside some time every day to focus on the day’s activities, by talking over what was done in school during the day and reading together. “Young children will start getting into a natural routine of building upon what they’ve learned. By making this a fun and enjoyable experience, and a positive family interaction, they will start to associate learning with empowerment, which will pay dividends down the line when the workload does start to grow.” In addition to setting up a daily ‘connection’ routine with positive associations right from the start, parents should also help their children build the skills which will be required from them later in their school careers. “Children need a healthy diet, plenty of sleep and exercise. Unhealthy habits and routines can quickly start to show in a child’s general disposition and academic engagement, so establishing good habits – including limiting screentime – is key. “By fostering connection time, parents will build trusting relationships with their children, so that when something may be troubling them, they reach out to their parents as their first line of support and care.”
In an era where technological advancements are transforming every aspect of our lives, the educational sector is no exception. While innovation and technology have the potential to revolutionise learning, it is crucial to remember that not all change is inherently good, and tradition plays a vital role in maintaining the integrity and effectiveness of education, an education expert says. “Despite the rapid evolution of educational technologies, certain foundational skills and knowledge remain indispensable. Reading, writing, critical thinking, and problem-solving are timeless components of education that transcend technological advancements. These skills are essential for students to navigate a complex and ever-changing world,” says Dr Andre Abrahams, Deputy Dean: Academic Development and Support at The Independent Institute of Education , SA’s leading private higher education provider. Dr Abrahams recently delivered the keynote address at the International Conference on Education Research (ICER), hosted by The IIE, wherein he made the case for the importance of balancing innovation with tradition. Technology, particularly artificial intelligence (AI), has the potential to significantly enhance learning outcomes. AI tools can automate administrative tasks, provide personalised learning experiences, and make education more interactive and engaging. For instance, AI-powered adaptive learning platforms can identify knowledge gaps and offer customised content to students, improving their learning outcomes, he notes. “But while technology can replicate and supplement traditional methods, it cannot replace the human touch that is essential for holistic education. Good pedagogy, which includes building positive relationships with students, providing emotional support, and fostering critical thinking, remains at the core of effective teaching. “Activities like read-aloud with physical books, for instance, continue to hold a special place in education, promoting a unique connection with literature and fostering a sense of community among students.” On the other hand, traditional educational practices do have their limitations, says Abrahams. “They often fail to engage students with varied learning preferences, leading to a one-size-fits-all approach that can leave some students behind. Additionally, traditional methods can sometimes hinder the discovery of new information and solutions to fundamental issues, and they may control who is allowed to produce ideas and what is considered scholarly knowledge. “These shortfalls highlight the need for innovation and adaptation in the educational system.” BLENDING TRADITION WITH INNOVATION The key to effective education lies in striking a balance between tradition and innovation, says Dr Abrahams. “Blended learning environments, which combine traditional teaching methods with modern technological tools, are showing promising results. These environments allow teachers to focus on complex teaching duties and direct student interaction while leveraging AI to handle repetitive tasks such as grading and tutoring. “Tradition serves as a reminder that not all change is good simply because it is new. It cautions us against the allure of novelty and fashion, encouraging us to evaluate technological advancements based on their true value rather than their novelty. This balanced approach ensures that we do not sacrifice the essential elements of education in the pursuit of innovation.” By leveraging the best of both worlds, we can create an educational system that is both modern and inclusive, ensuring that students receive the foundational knowledge and skills they need to thrive in a rapidly changing world, says Dr Abrahams. “Tradition is not a hindrance to progress but a guiding light that helps us navigate the complexities of modern education with wisdom and caution. As we embrace technological advancements, it is crucial to do so with caution to promote equity, fairness, and inclusion. Development and progress should be accessible to all, not just a select few. “By designing technology with diverse students in mind, we can ensure that digital fairness and inclusion are prioritised. This approach emphasises that the goal should not be to be the first or the fastest but to create a system that is equitable and beneficial for everyone.”
Bullying in the workplace is a problem that is more common than one might expect. Office bullies create a toxic environment and cause significant stress for their targets or the broader office community. However, it is not always easy to identify certain behaviours as bullying, especially when they are subtle and veiled behind professional facades. “An attitude where a colleague adopts a sense of self-importance and unofficial authority can sometimes cross into the realm of adult office bullying. Individuals with this mindset often feel entitled to monitor, correct, or control the actions of their peers, even when they lack the formal authority to do so,” says Peter Kriel, General Manager at The Independent Institute of Education , SA’s leading private higher education provider. He says this self-imposed hierarchy can lead to behaviours that undermine the autonomy, confidence, and contributions of colleagues. The person may criticise, belittle, or "advise" under the guise of support, but the effect is often to enforce their own dominance and diminish others' value within the team. “Such attitudes can be harmful even when unconscious, as the underlying implication is that their peers are less competent or need guidance. Over time, this approach erodes trust and morale, creating an environment where others feel disempowered, stressed, and undervalued, which aligns with forms of workplace bullying,” says Kriel. BONA FIDE BEHAVIOUR OR BULLYING? Kriel says the following scenarios can provide clarity about whether a colleague’s behaviour is legitimately intended as support or guidance, or whether it has crossed over into bullying: Bullies frequently target others to diminish their credibility, which can include criticising, questioning decisions, or making others seem incompetent. They may “sabotage” work by withholding information or resources, setting their targets up to fail. Office bullies often manipulate situations to their advantage. They may take credit for others' work, spread rumours, or even lie to tarnish someone’s reputation. This behaviour serves to isolate their target and create doubt in the minds of colleagues. When bullies hold a position of power, they might misuse it to control others. They might micromanage excessively, impose unrealistic expectations, or demand work at a moment's notice to instil a sense of fear and inferiority. Some bullies portray themselves as victims, justifying their actions by saying they are defending themselves or the organisation. They may suggest that their target is untrustworthy, lazy, or hostile, painting a picture that shifts sympathy toward them and away from the true victim. Verbal abuse, sarcasm, belittling, and even silent treatment can be common tactics. Although physical intimidation is rare, office bullies may use non-verbal cues like glares, sighs, or dismissive gestures and even constant correction to intimidate others subtly. A bully might engage in gaslighting, where they make the target question their own judgment and sanity. They may downplay their actions or suggest that the target is overreacting, leading to self-doubt in the target and confusion about the legitimacy of their concerns. “Since bullying is simply wrong and, in many instances, explicitly prohibited in company policies, it is essential to address the behaviour constructively and assertively. Doing so would include documenting incidents, setting firm boundaries, seeking support, and escalating the matter to senior management. There are also many online resources that can guide you once you have identified that you are a victim of bullying,” says Kriel. “But the first step towards addressing problematic behaviour is to be sure about what you are experiencing and being able to label it. If you are clear that you are not being over-sensitive or over-reacting, but that you are in fact the target of a bully, you can start putting in place strategies to address and resolve the issue.”
ADvTECH Limited (Incorporated in the Republic of South Africa) (Registration number 1990/001119/06) Share code: ADH ISIN: ZAE000031035 (“ADvTECH” or “the Company”) STRATEGY DAY AND SITE VISITS Shareholders are advised that ADvTECH will be hosting a CEO Strategy Presentation today, Tuesday, 26 November 2024 in Sandton, followed by campus site visits in Pretoria. The presentation will focus on Group CEO, Geoff Whyte’s forward vision and strategic direction for the Group. The presentation is now available on ADvTECH’s website, www.advtech.co.za . 26 November 2024 Johannesburg Sponsor: Bridge Capital Advisors Proprietary Limited
