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BSBADM311 Maintain business resources

You will be required to determine, administer and maintain resources and equipment to complete a variety of tasks for this unit.

BSBCMM301 Process customer complaints

Processing customer complaints requires the handling of formal and informal negative feedback and complaints from customers. As an operator you may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

BSBCUS301 Deliver and monitor a service to customers

The skills and knowledge you require to identify customer needs and monitor services provided to customers is detailed in this unit. You may need to exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

BSBCUS401 Coordinate implementation of customer service strategies

You will learn how to advise, carry out and evaluate customer service strategies for addressing customer needs and problems

BSBCUS402 Address customer needs

Managing the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are the skills you cover in this unit.

BSBCUS403 Implement customer service standards

This unit describes what is required to contribute to quality customer service standards, and to support personnel to implement customer service standards and systems within the organisation.

BSBDIV301 Work effectively with diversity

This unit describes the skills and knowledge required to recognise and interact productively with diversity in the workplace. It covers sensitive responses to, and interactions with, all manner of diversity that might be encountered during the course of your work.

BSBINM301 Organise workplace information

This unit covers the skills and knowledge you require to gather, organise and apply workplace information in the context of an organisation’s work processes and knowledge management systems.

BSBINN301 Promote innovation in a team environment

You will learn the skills and gain the knowledge required to be an effective and pro-active member of an innovative team.

BSBITU306 Design and produce business documents

This unit describes the performance outcomes, skills and knowledge required to design and produce various business documents and publications. It includes selecting and using a range of functions on a variety of computer applications.

BSBLED401 Develop teams and individuals

You will learn to apply your skills in addressing development needs to meet team objectives and to facilitate the development of the workgroup.

BSBLED501 Develop a workplace learning environment

Encouraging and supporting the development of a learning environment in which your work and learning come together in this unit. Particular emphasis is on the development of strategies to facilitate and promote learning, and to monitor and improve learning performance.

BSBLDR402 Lead effective workplace relationships

Leadership plays a role in developing and maintaining effective workplace relationships. You will learn how to use leadership to promote team cohesion. It includes motivating, mentoring, coaching and developing the team and forming the bridge between the management of the organisation and team members.

BSBLDR403 Lead team effectiveness

You will learn how to plan and supervise the performance of the team and develop team cohesion. Often this also means provide leadership for the team and bridging the gap between the management of the organisation and the team members.

BSBMGT401 Show leadership in the workplace

This is the first level of leadership within an organisation. This unit gives you the skills and knowledge required to lead teams and individuals, by modelling high standards of conduct, to reflect the organisation’s standards and values.

BSBMGT402 Implement operational plan

Students will plan activities to achieve the measurable, stated objectives of the team and the organisation. You will learn how to implement the operational plan by monitoring and adjusting operational performance, planning and acquiring resources and providing reports on performance as required.

BSBMKG402 Analyse consumer behaviour for specific markets

This unit describes the skills and knowledge you require to analyse consumer behaviour to target marketing to specific markets and specific needs.

BSBPMG522 Undertake project work

You will learn what is required to undertake a straightforward project or a section of a larger project. This unit addresses the management of projects, including developing a project plan, administering and monitoring the project, finalising the project, and reviewing the project to identify lessons learned for application to future projects.

BSBPRO301 Recommend products and services

The skills and knowledge you require to provide advice and information within an organisation about the development and distribution of its products and services is contained in this unit.

BSBWRT301 Write simple documents

This unit is designed for a variety of work contexts where you need to make judgements to produce a range of workplace documentation. You will be required to plan, draft and finalise basic documentation.

BSBWHS302 Apply knowledge of WHS legislation in the workplace

This important unit describes the skills and knowledge you need to understand WHS legislation and to contribute to WHS compliance.

BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements

In this unit you will implement and monitor the organisation’s workplace health and safety (WHS) policies, procedures and programs in the relevant work area to meet legislative requirements.

SITXCOM002 Show social and cultural sensitivity

This unit describes the performance outcomes, skills and knowledge required to be socially aware when serving customers and working with colleagues. It requires the ability to communicate with people from a range of social and cultural groups with respect and sensitivity and address cross-cultural misunderstandings.