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Our Courses and Units

Certificate III in Customer Engagement (BSB30215)

Certificate IV in Customer Engagement (BSB40315)

Certificate III in Business (BSB30115)

Certificate IV in Business (BSB40215)

Certificate III in Business Administration (BSB30415)

Certificate IV in Business Administration (BSB40515)

Certificate IV in Work Health and Safety (BSB41419)

Certificate IV in Leadership and Management (BSB42015)

Diploma of Leadership and Management (BSB51915)

Diploma of Business (BSB50215)

Please note: packaging rules apply; ask us how.



Certificate III in Customer Engagement (BSB30215)

Core Units
(all 4 units are compulsory)

  • Use multiple information systems
  • Work effectively in customer engagement
  • Develop product and service knowledge for customer contact operation
  • Deliver and monitor a service to customers


Elective Units (choose 8 units from any of the Streams)

Customer Service Stream

  • Address customer needs
  • Conduct customers engagement
  • Implement customer service standards
  • Collect data
  • Apply knowledge of WHS legislation in the workplace
  • Schedule customer engagement activity
  • Communicate electronically
  • Work effectively with others
  • Manage personal stress in the workplace
  • Organise personal work priorities and development
  • Process customer complaints
  • Provide personal leadership
  • Implement operational plan

Sales Stream

  • Identify and plan sales prospects
  • Provide sales solutions to customers
  • Present, secure and support sales solutions
  • Identify opportunities for cross-selling products and services
  • Conduct a telemarketing campaign
  • Conduct outbound customer engagement
  • Record client support requirements
  • Develop a sales plan


Certificate IV in Customer Engagement (BSB40315)

Core Units
(all 3 are compulsory)

  • Coordinate implementation of customer service strategies
  • Develop teams and individuals
  • Implement and monitor WHS policies, procedures and programs to meet legislative requirements


Elective Units (choose 10 units from any of the Streams)

Customer Service Stream

  • Implement customer service standards
  • Address customer needs
  • Schedule customer engagement activity
  • Collate, analyse & record information
  • Implement continuous improvement
  • Manage stress in the workplace
  • Survey stakeholders to gather and record information
  • Provide personal information

Sales Stream

  • Identify and plan sales prospects
  • Schedule customer engagement activity
  • Implement continuous improvement
  • Identify opportunities for cross-selling products and services
  • Analyse consumer behaviour for specific markets
  • Survey stakeholders to gather and record information
  • Address customer needs
  • Undertake project work
  • Develop a sales plan
  • Lead and manage a sales team

Leadership Stream

  • Provide education and training on compliance requirements and systems
  • Support the recruitment, selection and induction of staff
  • Administer customer engagement technology
  • Show leadership in the workplace
  • Manage stress in the workplace
  • Promote innovation in a team environment
  • Implement operational plan
  • Implement continuous improvement
  • Provide personal leadership
  • Apply project quality management techniques
  • Develop a workplace learning environment
  • Lead effective workplace relationships
  • Undertake project work



Certificate III in Business (BSB30115)

Core Units
(this unit only is compulsory)

  • Apply knowledge of WHS legislation in the workplace


Elective Units (choose 11 units)

  • Deliver and monitor a service to customers
  • Work effectively with diversity
  • Maintain financial records
  • Maintain business resources
  • Organise workplace information
  • Organise meetings
  • Collect data
  • Promote innovation in a team environment
  • Communicate electronically
  • Process customer complaints
  • Create electronic presentations
  • Use multiple information systems
  • Manage stress in the workplace
  • Support continuous improvement systems and processes
  • Support operational plan
  • Recommend products and services
  • Purchase goods and services
  • Implement & monitor environmentally sustainable work practices
  • Organise personal work priorities and development
  • Work effectively as an off-site worker
  • Contribute to effective workplace relationships
  • Contribute to team effectiveness
  • Support a workplace learning environment
  • Write simple documents



Certificate IV in Business (BSB40215)

Core Units
(this unit only is compulsory)

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


Elective Units (choose 9 units)

  • Coordinate implementation of customer service strategies
  • Address customer needs
  • Implement customer service standards
  • Work effectively in a business continuity context 
  • Implement continuous improvement
  • Implement operational plan
  • Organise meetings
  • Coordinate business resources
  • Promote innovation in a team environment
  • Maintain business resources
  • Make a presentation
  • Develop teams and individuals
  • Promote products and services
  • Undertake marketing activities
  • Undertake project work
  • Provide information from and about records
  • Establish networks
  • Analyse and present research information
  • Identify risk and apply risk management processes
  • Implement and monitor environmentally sustainable work practices
  • Write complex documents


Certificate III in Business Administration (BSB30415)

Core Units

  • Develop keyboarding speed and accuracy

  • Contribute to health and safety of self and others

Elective Units (choose 11 units)

Group A units (Choose 7 elective units must be selected from the Group A units listed below)

  • Organise schedules
  • Process payroll
  • Process accounts payable and receivable
  • Maintain a general ledger
  • Create electronic presentations
  • Design and produce digital text documents
  • Design and produce spreadsheets
  • Design and produce business documents
  • Produce desktop published documents
  • Write simple documents

 Group B units (Choose 4 elective units may be selected from the Group A or Group B units listed below)

  • Produce texts from notes
  • Produce texts from audio transcription
  • Maintain business resources
  • Process customer complaints
  • Deliver and monitor a service to customers
  • Work effectively with diversity
  • Maintain financial records
  • Organise workplace information
  • Utilise a knowledge management system
  • Handle receipt and despatch of information
  • Contribute to workplace innovation
  • Comply with organisational requirements for protection and use of intellectual property
  • Use simple relational databases
  • Purchase goods and services online
  • Recommend products and services
  • Participate in environmentally sustainable work practices
  • Use business technology
  • Organise personal work priorities and development
  • Work effectively as an off‑site worker
  • Implement and monitor WHS policies, procedures and programs to meet legislative requirements



Certificate IV in Business Administration (BSB40515)

Core Units

  • This qualification has no core units


Elective Units (choose 10 units)

Group A units (Choose 5 elective units must be selected from the Group A units listed below)

  • Produce complex texts from shorthand notes
  • Organise meetings
  • Organise business travel
  • Produce complex texts from audio transcription
  • Prepare financial reports
  • Implement workplace information system
  • Design and develop relational databases
  • Design and develop complex text documents
  • Develop and use complex spreadsheets
  • Produce complex desktop published documents
  • Write complex documents

 

Group B units (Choose 5 elective units may be selected from the Group A or Group B units listed below)

  • Administer projects
  • Coordinate business resources
  • Make a presentation
  • Coordinate implementation of customer service strategies
  • Address customer needs
  • Review and maintain a website
  • Report on financial activity
  • Promote innovation in a team environment
  • Maintain and implement digital technology
  • Promote products and services
  • Undertake marketing activities
  • Manage patient record keeping system
  • Establish networks
  • Analyse and present research information
  • Identify risk and apply risk management processes
  • Implement and monitor environmentally sustainable work practices
  • Implement and monitor WHS policies, procedures and programs to meet legislative requirements


Certificate IV in Work Health & Safety (BSB41419)

Core Units
(all 5 units are compulsory)

  • Assist with workplace compliance with WHS laws
  • Contribute to the implementation and maintenance of WHS consultation and participation processes
  • Contribute to WHS risk management
  • Contribute to implementing WHS management systems
  • Contribute to workplace incident response


Elective Units (choose 5 units)

  • Analyse and present research information
  • Assist with managing WHS implications of return to work
  • Assist with managing WHS compliance of contractors
  • Contribute to implementing WHS monitoring processes
  • Develop processes and procedures for controlling hazardous chemicals in the workplace
  • Write complex documents
  • Make a presentation
  • Promote innovation in a team environment
  • Show leadership in the workplace
  • Implement continuous improvement
  • Apply project scope management techniques
  • Implement and monitor environmentally sustainable work practices
  • Develop and organise public safety awareness programs
  • Implement and monitor organisational work, health and safety policies, procedures and programs
  • Apply the mine work health and safety management plan
  • Contribute to assessment
  • Provide work skill instruction

Certificate IV in Leadership and Management (BSB42015)

Core Units
(all 4 units are compulsory)

  • Communicate effectively as a workplace leader
  • Implement operational plan
  • Lead effective workplace relationships
  • Lead team effectiveness


Elective Units (choose 8 units)

  • Show leadeship in the workplace
  • Address customer needs
  • Implement customer service standards
  • Mentor in the workplace
  • Lead a diverse workplace
  • Implement & monitor WHS policies, procedures and programs
  • Coordinate business resources
  • Implement workplace information system
  • Promote innovation in a team environment
  • Make a presentation
  • Manage stress in the workplace
  • Develop teams and individuals
  • Implement continuous improvement
  • Lead and facilitate off-site staff
  • Promote products and services
  • Undertake project work
  • Support the recruit, selection and induction of new staff
  • Build client relationships and business networks
  • Analyse and present research information
  • Identify risk and apply risk management processes
  • Implement and monitor environmentally sustainable work practices
  • Articulate, present and debate ideas
  • Develop work priorities
  • Write complex documents



Diploma of Leadership and Management (BSB51915)

Core Units
(all 4 units are compulsory)

  • Develop and use emotional intelligence
  • Manage operational plan
  • Lead and manage effective workplace relationships
  • Lead and manage team effectiveness


Elective Units (choose 8 units)

  • Manage quality customer service
  • Support the recruitment, selection and induction staff
  • Build and sustain an innovative work environment
  • Communicate with influence
  • Implement diversity in the workplace
  • Manage people performance
  • Facilitate continuous improvement
  • Develop organisation policy
  • Plan and manage the flexible workforce
  • Undertake project work
  • Manage risk
  • Ensure a safe workplace
  • Manage personal work priorities and professional development
  • Manage meetings
  • Develop processes for the management of breaches in compliance requirements
  • Develop and manage performance-management processes
  • Manage workforce planning
  • Establish systems that support innovation
  • Develop a workplace learning environment
  • Plan, implement and review a quality assurance program
  • Develop a sales plan
  • Lead and manage a sales team
  • Develop workplace policy and procedures for sustainability
  • Manage employee relations


Diploma of Business (BSB50215)

Core Units

  • This qualification has no core units.

Elective Units (choose 8 units)

  • 6 of the elective units must be selected from the units listed below, with no more than 3 units selected from any one group
  • 2 elective units may be selected from elective units listed below, or from any endorsed Training Package at this qualification level or Certificate IV or Advanced Diploma level

 

Group A

  • Coordinate advertising research
  • Develop a media plan
  • Create mass print media advertisements
  • Create mass electronic media advertisements
  • Design and develop an integrated marketing communication plan
  • Write persuasive copy
 

Group B

  • Manage meetings
  • Plan and manage conferences
  • Plan and implement administrative systems
  • Manage business document design and development
  • Develop and implement an e-business strategy
  • Manage payroll
  • Establish and maintain a network of digital devices
  • Lead communication in the workplace

Group C

  • Manage human resources services
  • Manage human resources management information systems
  • Manage workforce planning
  • Manage remuneration and employee benefits
  • Manage recruitment, selection and induction processes
  • Manage separation or termination
  • Manage rehabilitation or return-to-work programs
  • Manage mediation processes
  • Manage programs that promote personal effectiveness
  • Support staff members with disability in the workplace
  • Adapt organisations to enhance accessibility for people with disability

Group D

  • Identify and evaluate marketing opportunities
  • Establish and adjust the marketing mix
  • Plan market research
  • Interpret market trends and developments
  • Plan direct marketing activities
  • Implement and monitor direct marketing activities
  • Plan e-marketing communications
  • Implement and monitor marketing activities
  • Conduct a marketing audit
  • Manage the public relations publication process
  • Develop and manage complex public relations campaigns
  • Manage fundraising and sponsorship activities
  • Develop and implement crisis management plans

 Group E

  • Develop and maintain business continuity plans
  • Manage an information or knowledge management system
  • Establish systems that support innovation
  • Build and sustain an innovative work environment
  • Manage intellectual property to protect and grow business
  • Implement continuous improvement
  • Undertake project work
  • Manage risk
  • Develop workplace policy and procedures for sustainability
  • Manage personal work priorities and professional development