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.
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.
BSBFLM311 Support a workplace learning environment
Develop skills and knowledge required to effectively encourage and support a learning environment. Particular emphasis is on participation in processes to facilitate and promote learning and to monitor and improve learning performance.
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.
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.
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.
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.