Superior Service on the Telephone


Superior Service on the Telephone

Accredited to US 14348, NQF level 2, 3 credits


Siyanqoba has a level 1 AAA BEE status, claim 135% of your spend as well as your skills levies



Who should attend?

The impression you make on the telephone is vital to creating the professional image of any company. The ability to communicate in a prompt, friendly and professional manner is important for everyone who has day-to-day contact on the telephone.

Using role play, this two day course will enable delegates to develop or refresh the techniques and skills to make and take calls effectively including dealing with difficult callers.

All staff who need to communicate in a confident, efficient and friendly manner. It is ideal for those who have frequent contact with customers and is suited to those on switchboard or reception, in customer service, call centres and help desks.




·          Create the right impression of yourself and your company by presenting an image of total customer care.

·          Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency.

·          Handle calls in a structured way, projecting professionalism in words and voice, and speaking with clarity.

·          Manage difficult and aggressive customers and resolve problems successfully.

·          Ask the right questions, LISTEN, and deal with enquiries, messages and complaints effectively.

·          Close calls by summarising outcomes and agreed actions with the caller and by recording details.

·          Understand how a trained voice improves communication skills, increases confidence and assertiveness and develops spontaneity

·          Avoid common pronunciation errors that undermine your professionalism


10 & 11 Sept



30 & 31 Aug



27 & 28 August



22 & 23 Nov




R3 750.00 excl VAT excl Blackberry.

R 5 450.00 excl VAT incl Blackberry Curve 8520.




Course Outline

Rave Reviews

Image and Presentation – The Company’s and Yours

·          Understand the importance of creating a positive and professional first impression on phone callers and visitors.

·          Discuss personal presentation and grooming, as well as maintaining a professional image for the reception area.


Communication Skills

·          Analyse how we are perceived when we communicate, and what contributes to positive speech and body language behaviours.

·          Understand the benefits of asking questions Investigate a variety of questioning styles to achieve specific outcomes.

·          Employ paraphrasing skills to ensure accuracy of understanding.

·          Develop listening skills, and look into what creates barriers to our listening, and how to overcome these issues.

·          Identify behaviours for building rapport.


Telephone Techniques

·          Investigate and refine techniques for greeting and transferring callers, and putting people on hold.

·          Discuss how to take messages, and what information is necessary for maximum effectiveness.

·          Utilise guidelines for general telephone etiquette.

·          Identify effective methods of deflecting sales and marketing phone calls, balancing courtesy and assertiveness.


Generating Customer Loyalty

·          Understand it takes more than ‘satisfaction’ to generate customer loyalty.

·          Realise the impact of word-of-mouth communication by dissatisfied and delighted customers.

·          Consider the distinction between ‘service process’ and ‘service outcome’, including tips on improving the customer’s experience of both.

·          Identify the ‘Impression Points’ of your business, and how to enhance them.

·          Consider the effects of meeting (and exceeding) customer expectations.

·          Learn techniques for responding to customers’ complaints to ensure a positive outcome for the customer, and for you.

·          Recognise what is required for the perception of service excellence.


Time Management

·          Adopt a practical process for managing appointments and tasks in a systematic and consistent way.

“This course was so practical – my boss and my colleagues won’t believe it’s the same person at reception!”


Alice Magukabe, Dept Trade and Industry


“I thoroughly enjoyed this course and I learnt so much”


Joyce Radebe, City of Johannesburg


“I thought I knew everything about my job but you have taught me so much more. Thank you”


Felicity Crowthorne, ABSA


“This was a wonderful course that all receptionists should attend”


Magda van Heerden, DWAF


“Wonderful presenter, excellent material – I’ll be back for more courses with Siyanqoba”


Suzanne Harthof, De Beers


“Fantastic training course. I was surprised at how much I learnt in just two days”


Karin Druff, Department of Home Affairs


“I am so blessed to have attending this course, I wish everyone could”

Wendy Pienaar, TUT


Siyanqoba Course Booking Form

*Event Name: Telephone Skills









*Telephone Number:



*Postal Address:

*Fax Number:




*Cell Number:







*VAT Number:

*Incl Blackberry: (Yes/No)




Bank Details:

Account Name: Siyanqoba Seminars, Standard Bank, Lynnwood Ridge, Branch Code 012445, Acc No: 012216755


·          No shows on the day of training will be charged 100% of the course price. A substitute delegate is welcome at no extra cost.

·          Delegates may transfer their registration to another course, once at no charge – provided we are informed at least 5 working days before the course. For last minute transfers or transfers made inside of the 5 working days, a late transfer fee of 20% will be charged.

·          You may cancel your registration, in writing, up to 7 working days before the course takes place, incurring a 10% administration cost. Cancellations made inside of the 7 days will be liable for the full fee.

·          Unfortunately, no refund can be given to delegates who do not attend without giving prior notice. Delegates who do not arrive for training on the day and who have a valid excuse – will be transferred onto the next course and charged a 20% transfer fee – only one transfer is allowed per delegate.

·          Please note, once your registration form is received, you will be issued with a tax invoice. Payment, or proof thereof or an order number must be received on the first day of the course.

·          The image of the gift is a visual representation only, pls enquire about the specifications.


If you do not receive communication – outlining participation details – one week prior to the event, please contact Siyanqoba Seminars.


I hereby acknowledge that I understand and agree to the terms and conditions of my registration.


Fore more information please call Olga on 012 998 3668



In the wake of soaring fuel costs and ever growing environmental concerns, Garmin, global leaders in lifestyle and navigation technology, is proud to introduce the ecoRoute HD to South Africa. This new easy-to-install accessory transforms compatible Garmin navigation devices into real time diagnostic computers.


“The ecoRoute HD is yet another smart solution to further enrich the lives of our customers” says Walter Mech, Marketing and Sales Director of Garmin Southern Africa.  “This accessory encourages our customers to adopt an environmentally friendly driving behaviour to not only manage and reduce their carbon foot print but optimise fuel consumption and save costs through fuel efficient navigation.”


The cutting edge GPS technology of the ecoRoute HD with its user friendly interface allows owners of supported nüvi devices* [1310, 1410, 2360LT, 2460LT, 3760LT and 3790LT] to travel with ease, whether driving or planning for the next trip.


Save money

The ecoRoute HD enables owners of supported nüvi devices to save money on fuel costs by finding more fuel-efficient routes.  These routes are selected by factoring in fuel consumption data, the number of stops, speed limits, and more.  The ecoRoute HD also provides real-time feedback on driving efficiency.  Be it a slower start from a standstill or maintaining the most efficient speed, users will be aware of driving techniques that help improve fuel economy the most.


Conserve resources

Using the ecoRoute HD with a compatible Garmin nüvi will provide users with accurate details regarding fuel consumption based on driving habits.  Information includes the driver’s impact on the environment to petrol-saving tips whilst on the go.  To make sure data is as accurate as possible, ecoRoute HD allows for the creation of a custom profile based on details about the specific vehicle.


Fuel Report

Get at-a-glance information with ecoRoute’s Fuel Report.  Mileage reports generated indicate distance travelled on each trip as well as fuel economy for the route and the cost of 

fuel used.  Data can be used for planning future trips and keeping track of distance for mileage submissions and reimbursements. 


Driving challenge

Drivers are able to monitor their driving efficiency with ecoRoute’s Driving Challenge.  This fun-yet-effective challenge makes a game out of saving petrol by keeping a running score and reflecting current driving habits.  With real-time feedback based on performance, you can quickly view driving behaviour.  The better the driving habits, the higher your score, indicating better petrol mileage. 


Mileage reports

Keep track of your trips with ecoRoute’s Mileage Reports.  You’ll know the distance travelled on each trip as well as the fuel economy for the route and the cost of fuel used.  This data can be used for planning trips and keeping track of distance for mileage reimbursements.


Route cost

With ecoRoute’s Route preview nüvi users can plan ahead of time with information on the time, distance and total fuel cost of the planned route all on one easy-to-read screen.


The ecoRoute HD is available at selected retailers’ nationwide at a recommended retail price of R 1,495.00 (Inc. VAT).


*The monitoring of vehicle diagnostics by the ecoRoute HD is OBD system dependent and is not compatible with Renault vehicles.

Going Green at the Office

By Linda Trim, Director, Giant Leap

Sustainability is the new buzzword – both at work, and at home. Consumers are quickly going ‘green’, and are demanding that companies do as well. Naturally, no company can claim to be environmentally friendly if their own premises do not reflect a thoughtful approach to living and working.

In addition to bringing practices in line with principles, a greener workplace will mean a lighter ecological footprint, a healthier and more productive place to work, and in the long term, greater profitability. So if you’re the boss or the employee, whether your office is green already or still undergoing transformation, you can take some simple and practical steps to lay the groundwork for a healthy, earth-friendly and sustainable workspace.

At Giant Leap, we have gathered a few pointers to get you started on the pathway to green – whilst at the same time keeping everyone happy, productive and inspired!

Green Tips:

·         Water-wise: Measures such as dual flush toilets, waterless urinals, and moisture sensors in landscaping can help to cut a company’s water usage by up to 30%.


·         Using concrete slabs in the construction of an office building can lower a company’s energy consumption by as much as 25%, due to the slab being able to moderate temperature changes indoors, along with double-glazing of glass windows and doors to increase insulation from the outdoor elements.


·         Sophisticated lighting enhancement systems can drive diffused light deep into the building while minimizing glare and heat gain. These systems typically provide enough illumination for 75 % of employees to work by daylight alone, minimising use of electric fixtures, reducing loads on heating and cooling equipment, and helping create a more comfortable, pleasant environment.


·         By using recycled materials in the construction of the building and being able to recycle as much building waste as possible, the building is able to keep its carbon footprint down to a minimum.


·         A work environment where employees are able to see outdoors at all times helps boost their moral and increase their daily productivity. Also, having windows that employees can open and close at their own discretion so that fresh air is available at all time, making the building and the work environment a healthier place where employees are able to feel mentally and physically better and able to perform at higher levels.


·         Locate office buildings within walking distance to public transport. Businesses can lower their overall carbon footprint by encouraging employees to leave their cars at home and use the public transport provided.


·         The more you do online, the less you need paper. Keep files on computers instead of in file cabinets (this also makes it easier to make offsite backup copies or take them with you when you move to a new office). Also, review documents onscreen rather than printing them out and send emails instead of paper letters. New software helps eliminate blank pages from documents before printing and can also convert to PDF for paperless document sharing. (treehugger)


·         Bringing lunch to work in reusable containers is likely the greenest (and healthiest) way to eat at work. Getting delivery and takeout almost inevitably ends with a mountain of packaging waste. But if you do order delivery, join coworkers in placing a large order (more efficient than many separate ones). Also, bring in a reusable plate, utensils, and napkins. If you do go out for lunch, try biking or walking instead of driving. (treehugger)

Baby Soft® is well known for adding that little extra indulgence to life: it’s thick and absorbent so everyone can rest assured that they are looking out for their family with every purchase offering them the silky softness that has made Baby Soft® South Africa’s favourite 2 ply toilet paper.


Now with a new product offering called Baby Soft® Stop and Tear you can still enjoy the comfort of 2 ply while using less. The paper is embossed with puppy paw marks trailing along the sheets, with a puppy sitting next to a stop sign indicating where you should stop. Needless to say, this is where one must “tear”. Available in two different colour options, Stop and Tear is printed in both lavender and green.


Statistics have shown that on average, families of five, who use 1 ply toilet paper, would consume approximately 240 rolls per year, whilst families who use Stop and Tear would only spend 157 rolls per year. “The benefits to Baby Soft® Stop and Tear are endless: you are able to teach your family to be sensitive to wastage, families can save money, it’s kinder to the environment to limit the amount of surplus and there is no compromise in luxurious quality”, says Li-Anne Hide, Senior Brand Trade Activator – Baby Soft®.


Available in all major retail outlets the Baby Soft® Stop and Tear is easy to identify on shelf with Softie the Labrador on the front of pack with a clearly visible Stop sign.


“This new innovation is set to get everyone to think about a daily necessity in a new and different way.  Challenge your roommate, family members or just yourself and see how much you can save by just becoming more aware of your usage”, concludes Hide.

JOHANNESBURG, 14 July 2012 – Vodacom customers travelling to the United Kingdom (UK) are set to enjoy savings of up to 100% on international roaming. These incredible savings, which will be applicable to Vodacom Prepaid, Contract and Top Up customers, will be available from 20 July to 16 September 2012.


This promotion will include 60% savings for local calls in the UK. Customers will also save 76% on calls to South Africa, 45% on SMS messages and 71% on data roaming. During the promotional period, customers will also save 100% on calls received from any network since they will not be charged for receiving calls.


“Vodacom is always looking at ways of providing value to its roaming customers. In April this year, we reduced data roaming rates by more than 70% for customers travelling to six African countries where Vodacom and Vodafone operate. Now we’re offering customers travelling to the UK up to 100% savings so they can stay connected to their friends and loved ones without worrying about the cost,” says Minnie Maharaj, Managing Executive: Wholesale and International Services at Vodacom.


Promotional rates:


Local Calls (UK)

Calls back to SA

Sending an SMS

Data rates per MB

Receiving Calls

Current Roaming rates






Promotional Roaming rates













Promotional rates will apply on Vodafone only and standard rates will apply to all other networks. Customers should therefore ensure that they are roaming on the Vodafone network and if necessary, manually select Vodafone UK as the preferred network provider on their handset.


The reduced roaming rates will be available to all Vodacom customers by default; no opt-in will be required. Contract and Prepaid customers should have international roaming active to make use of roaming services and to qualify for the reduced rates. Top Up customers already have international roaming activated by default and will be automatically charged reduced rates during the promotional period. Data roaming is available to contract customers only.


For further information customers can visit or they can contact customer care on 111 from a Vodacom phone or 082 111 from any other phone, or e-mail

Kraft Foods is excited to announce the arrival of NEW Cadbury Dairy Milk Bubbly. It’s what happens when you combine SA’s best loved chocolate with a burst of bubbles both inside and out. It’s the lighter way to enjoy your favourite milk chocolate. 

“The new aerated offering comes in a unique mould shape.  The soft and round chocolate bubbles on the outside and inside melt in your mouth for a smoother, lighter, creamier moment” says Tamsin Darroch, Senior Brand Manager: Chocolate 

The chocolate not only appears in a stylish, highlighted new look but also comes in the new re-sealable packaging to ensure your treat can be packed away and enjoyed over and over again. 

 New Cadbury Dairy Milk Bubbly will be available in all major retailers from August 2012 in an 87g and 150g pack size.

So get captivated in the lighter world of bubbles by visiting the Cadbury Dairy Milk Bubbly website and join the Cadbury Dairy Milk Facebook community so you can also share your bubbly experiences and be kept in the bubble on any promotional activities.

Wondering where Cadbury Dairy Milk Bubbly gets its bubbles? Watch out for the magical television commercial which hits our local TV screens from 14 August 2012. 

Welcome to the world of Cadbury Dairy Milk Bubbly!

Are your green products really green?

By John Coetzee, CEO of Managed Care Economical Solutions (MCES)


The cleaning product you’ve just purchased is ‘green’, at least, that’s what the manufacturer claims. The truth is, however, that if you were to scrutinise the ingredients, you would probably find it’s not green at all. In fact, it’s far from it.


Companies worldwide have jumped on the ‘green’ bandwagon and through marketing have aligned their products with the green sphere, even though their products do not actually live up to the promise of being green. So what makes a product ‘green’? First, one needs to understand the real definition of what ‘green’ is.


Every product produced in the world today leaves a mark on the environment. This is known as its ‘ecological footprint’. A product’s ecological footprint starts with its design and continues through to its disposal and is such measured as being harmful or eco-friendly. ‘Green’ is the philosophy and lifestyle of conducting normal business operations, while using products and processes that don’t harm the environment or our planet.  


While green operations were once a way of promoting one’s business, today being green has become a way of life for many businesses. Green, you could say, is the new black. A number of businesses have adopted green policies, from recycling office paper, to switching off appliances when not in use, to using green cleaning products. This has come about for several reasons. Among the top reasons are the need to conserve energy and become energy independent and the advance in technology, which makes being environmentally conscientious not only a good business philosophy, but a cost effective solution as well. 


While more and more businesses have cottoned on to the benefits of going green, so too are more companies offering green solutions and products. Green cleaning solutions are particularly popular. Companies know that there are numerous benefits associated with green cleaning products. Not only do they improve indoor air quality, in turn improving employee productivity and satisfaction, but they also reduced negative environmental impact, save company owners money, optimise life-cycle performance of building materials and contribute to the health and well-being of the community.


However, the problem is that a number of commercial cleaning suppliers claim to be something they’re not. They’re committing, what is termed, the Seven Sins of Green Washing; listing ingredients that are ‘eco-friendly’, but don’t disclose those that are hazardous (sin of the hidden trade-off), they claim to be ‘certified organic’ but hold no verifiable certification (sin of no proof), they claim to be 100% natural when many naturally-occurring substances are hazardous –such as arsenic and formaldehyde (sin of vagueness), they claim to be CFC-free, even though CFCs were banned 20 years ago (sin of irrelevance) they claim to be certified by an internationally recognised environmental standard (sin of fibbing) and through wither words or images they give the impression of third-party endorsement where no such endorsement actually exists – fake labels, fake graphs, fake comparisons and fake tests (sin of worshiping false labels). 


A classic example might be a chemical company that runs an advertising campaign touting a ‘green’ technology they’re working on, but that ‘green’ technology represents only a sliver of the company’s otherwise not-so-green business, or may be marketed on the heels of an oil spill or plant explosion. Another example is that of an hotel chain that calls itself ‘green’ because it allows guests to choose to sleep on the same sheets and reuse towels, but actually does very little to save water and energy where it counts. Or a bank that’s suddenly ‘green’ because you can conduct your finances online, or a grocery store that’s ‘green’ because they’ll take back your plastic grocery bags, and so on. 


With so many companies selling so many sins, it’s difficult to separate the truth from the lies. No one specific board that monitors products claiming to be green exists in South Africa and, as consumers, it is almost impossible to tell the difference between non-green and real green products just by glancing at the packaging. This is why it is imperative actually to examine the label, ask for the MSDS sheet and ask for the product’s safety ratings. Alternatively, consumers can simply Google the company name, plus the word ‘environment’ and see what pops up. This is far from scientific, but if consumers or environmental advocates have taken issue with the company’s track record, something’s bound to materialise.


Nobody likes to be taken advantage of, especially when it comes to money. So, the next time you buy a cleaning product claiming to be ‘green’, ask yourself, are the manufacturers of this product telling the truth, the whole truth, and nothing but the truth? – before you buy it. The last thing you want to do is spend money on a product or service you believe is doing right by the environment, but in reality is not. For this reason, there are certification processes that exist for Green Cleaning services. Insist that your cleaning contractor provides evidence.

By John Coetzee, CEO of Managed Care Economical Solutions (MCES)


Take a look in the office cleaning cabinet. You will likely find at least 15 different cleaning agents designed to clean 15 different things. The irony is that one product could probably clean everything, but cleaning companies wouldn’t want you to only buy one product, now would they? They want you to spend money. They want to make money. So they design a product only for cleaning toilets, and another ‘specifically’ designed to clean floors, yet another to clean office desks, and the list goes on. All these synthetic cleaning products use chemicals that are not only dangerous to the environment, but also to your health and to the health of those around you. 


The primary function of cleaning is to reduce dirt, dust, bacteria and moulds from surfaces. Unfortunately, modern societies have developed a cleanliness and ‘germ hating’ obsession, which has led to the development of ever more powerful cleaning agents.  Millions of kilograms of general purpose cleaners are consumed worldwide each year. The average household and workplace now has a collection of synthetic chemicals that would only have been found in a laboratory 50 years ago. 


Synthetic cleaning agents contain volatile organic chemicals (VOCs) that can be inhaled into our lungs as we use them, while many other ingredients are easily absorbed by the skin. These VOCs are heavily polluting in their production, contribute to air pollution and smog and they biodegrade slowly and incompletely. In addition, they can cause allergic reactions and worsen asthma, they can irritate skin, lungs, sinuses, eyes and throats (they may even damage them), they can cause brain damage at high doses and be addictive and they have been linked to infertility and miscarriages. Some chemicals are carcinogenic (cancer-causing) and yet they are sold in your local store, and are probably used to clean your company’s bathroom. Some cleaning agents list formaldehyde as an ingredient, an ingredient which is banned globally in developed countries and yet it is found in several common cleaning agents.


Considering the risks of using synthetic cleaning products, joining the ‘green side’ should be an obvious choice for you and your company. ‘How?’ you may ask; by simply switching from synthetic cleaning products to green cleaning products that are not harmful to your health and are just as effective when it comes to cleaning.


Because green cleaning products are based on enzymes and certain types of friendly bacteria, which are found in every living organism, they provide clear win-win benefits for both cleaning businesses and the environment. Enzymes and bacteria are nature’s tools; they are biodegradable proteins that speed up vital biological processes. When enzymes are finished with their work, they are absorbed back into nature’s cycle. 


Enzyme-based cleaners are increasingly being used instead of synthetic chemicals throughout the cleaning industry in food services, the hospitality industry, healthcare facilities factories, schools, jails, sporting venues and other large public facilities. They are used to clean and deodorise carpets, kitchens and bathrooms, eliminate grease from cracks, grout and hard floors, and even to keep urinals smelling fresh. They remove deposits on pipes, clear drains and keep pipe lines free-running and odour-free. 


Among the many benefits of using bio-enzymes are their safety, long-lasting cleaning ability and cost-effectiveness. They go beyond cleaning well – the microbes continue to eliminate residual organics after the job is done and the cleaner has left. And, using them can reduce the risk of regulatory headaches and potential liabilities associated with using more hazardous chemicals.


So come to the green side.  Turn to green cleaning products and your company will be one step closer to reaching their green goals. In fact, you will not only improve productivity but will most certainly cut down on the amount of lost work time due to caustic chemical exposure. In short, everybody wins.

Recycling PET, the plastic used to manufacture beverage bottles as well as many food containers, has helped generate almost 26 000 indirect jobs, and the plastics recycling industry can reduce poverty across South Africa and contribute to GDP growth.


This is the upbeat message from the CEO of PETCO, Cheri Scholtz, on the second day of the South African National Bottled Water Association’s Conference in Midrand, Gauteng. PETCO is the industry organisation responsible for PET recycling in South Africa.


In a presentation entitled “PET Recycling in South Africa – Plastic Bottles are not Trash”, Scholtz informed delegates that PETCO and its recycling initiatives have become a global benchmark for extended producer responsibility because of its success to bale-by-bale, year-by-year, reduce the volume of post-consumer PET plastic in the waste stream.


Working with collectors, recyclers, converters and packaging designers to ensure the successful growth of the PET recycling industry, PETCO is well on the way to achieving its challenging target of recycling 50% of all beverage PET by 2015.


This would not be possible without the voluntary financial support from PETCO’s members who have all helped launch a consumer engagement campaign using the compelling slogan: “PET bottles are not trash” – a simple slogan to start motivating consumers.  When coupled with thought-provoking headlines, compelling facts and figures, and superb photographs of PET bottles that showcase them as objects of value, PETCO is hoping that consumers will begin to reconsider their attitudes to PET and take a bold, successful step towards an inclusive and environmentally sustainable future.             


Extrupet’s Chief Operating Officer, Chandru Wadhwani, carried on the theme set by Scholtz when he addressed designing for recycling.


“The dilemma for bottle converters to meet challenging customer demands for ‘marketing friendly’ packaging while at the same time meeting the demands of the Waste Act to be responsible producers’ is an ever growing one,” he said.


“No longer is it sufficient for packaging to just be ‘recyclable’, it must be able to demonstrate that it is in fact being recycled. Designing packaging with recycling in mind from the offset is critical in determining its final recyclability as recyclers are ever cautious about which ‘packs’ they will accept, and which they will not.


“Ultimately, there is a ‘win/win’ approach that can be achieved from pro-active engagement between the designers of packaging and recyclers so we can all ultimately achieve a ‘cradle to cradle’ solution for packaging,” Wadhwani said.


Parsons and Associates Specialist Groundwater Consultants’ Roger Parsons iterated that water is the key component of any bottled water operation, and without it there simply will be no business.  It thus requires a high degree of protection. 


He suggested that the protection of source water entails four main components, namely understanding the water resource, identifying vulnerabilities and opportunities of the source, undertaking measurements and monitoring and reviewing and revising the management of the water source. 


Using a series of case studies, his presentation demonstrated the components of source protection and assessed the approach adopted by SANBWA.


Putting theory into practice, General Manager The Coca-Cola Company’s PlantBottle™ Packaging Platform, Scott Vitters, took delegates through the launch of its PlantBottle package.


Moving beyond aspirational statements, this eliminates the dependence of PET plastic packaging on fossil-based materials. Today the company has already introduced 10-billion bottles with its first generation PlantBottle packaging technology in 20 countries and recently announced partnerships for commercializing the first 100% renewable PET plastic bottle that is fully recyclable.


SANBWA’s conference is running in parallel to DrinkTech, the exhibition for the bottled water industry that takes place every second year, Africa’s Big Seven (AB7) exhibition, a ‘seven-in-one’ exhibition covering the entire food and beverage industry from ‘crop to shop’.


PETCO and bespoke recycling and waste handling engineering solutions company – Akura Manufacturing, also demonstrated the first stage of PET recycling at the conference.


They brought a baler to the exhibition and conference venue to take care of the PET bottle waste generated during the SANBWA conference. These bales will be incorporated into Gallagher Estate’s waste management programme and sent for further recycling. PETCO also put up an exhibit illustrating other stages in the recycling process.


For further information about SANBWA and the conference go to

Emerging Trends In Sustainable Packaging

In a recent presentation at the Utilizing Packaging and its evolving trends to Maximize Profits: Innovation and Sustainability In Packaging conference, Dr Inka Crosswaite, a South African cultural insight and semiotics specialist with a Doctorate in Social Anthropology from the University of Cape Town, identified what the world means by ‘sustainability’.


She also showed how we are seeing sustainability manifest in how brands are communicating and positioning themselves today, most noticeably through packaging, and identified several new emerging trends in sustainable packaging.


“‘Sustainability’ is beginning to shape consumer behaviour, slowly but surely, she said. For consumers, some choices are more ‘sustainable’ than others – the word either reinforcing a positive feeling, or eliminating or reducing a negative feeling,” she said.


“One of the areas where brands can improve their sustainability credentials is packaging. So much so that the Sustainable Packaging Coalition ( has published a concise definition of what it expects from brands claiming to be packaged in sustainable packing.


“According to the SPC, packaging can only be sustainable if it:

·         Is beneficial, safe and healthy for individuals and communities throughout its life cycle.

·         Meets market criteria for performance and cost.

·         Is sourced, manufactured, transported and recycled using renewable energy.

·         Maximises the use of renewable or recycled source materials.

·         Is manufactured using clean production technologies and best practices.

·         Is made from materials healthy in all possible end-of-life scenarios.

·         Is physically designed to optimise materials and energy.

·         Is effectively recovered and utilised in biological and/or industrial closed loop cycles.”


Crosswaite identified several sustainable packaging trends already seen on world shelves. There’s the rise of digital, the power of pouches, labelling for recovery, utilising new materials, , downsizing product packaging in terms of formats and materials as well as concentrates, packaging on demand, the return of paper, reusable and refillable packs, recyclable packs, made from recycled materials, and biodegradable or compostable packs.


Examples of these include:


·         Power of pouches – Kraft YES Pack

The packaging waste occupies 50% less landfill space. Transportation of film involves 70% fewer CO2 emissions. Made with 6 oz less water per 2/1-gal case. Discarded materials take up 86% less container space


·         Labelling for recovery – Modern Spirits

Modern Spirits uses labels made from 100% post-consumer waste. The new labels, made from recycled paper stock, present a good appearance and feel, take ink well, and exhibit high tolerance to shipping and handling conditions


·         Downsizing product packaging: formats and materials – Marks & Spencer

The company introduced skin pack for meats which apart from using less material keeps the meat fresher for an extra 5 days


·         Downsizing product packaging: concentration – Charmin

Compact toilet paper: 12 mega roles equal 48 regular rolls of toilet paper. The company claims that if 1 million consumers switched from Regular Charmin to Mega it would save 85 000 gallons of diesel fuel and eliminate 500 000 pounds of trash and packaging


·         New packaging materials – Pantene Pro-V Nature Fusion

The hair care line introduced a plant-based bottle that is made out of sustainable sugarcane-derived plastic. It will consume over 70 percent less fossil fuels and release over 170% less greenhouse gases per ton


·         The return of paper – Keienburg GmbH

The cardboard can developed by Keienburg in Germany enables a greener and cheaper packaging process for carbonated drinks


·         Reusable and refillable packs – KFC

‘Reuse. Renew. Rejoice’ is KFC pay off line for their reusable containers which are both dishwasher safe and microwaveable


·         Recyclable packs – GreenBottle

GreenBottle is recyclable, compostable and biodegradable – a ‘Planet Friendly’ alternative
to plastic bottles


·         Made from recycled materials – EarthBoundFarm organic vegetables

Ebfarm’s switch saved 424 224 million BTUs of energy, avoided 16 191 tons of carbon dioxide emissions, saved 68 307gallons of water, kept 1 308 623 pounds of solid waste out of the landfill


·         Biodegradable or compostable packs – SunChips

SunChips uses 100% compostable packaging for its Original flavour SunChips® snacks

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