Business / Retail
BSB40201 Certificate IV in Business Administration
BSB41004 Certificate IV in Business (Frontline Management)
ICT40102 Certivicate III in Customer Contact
ICT40102 Certivicate IV in Customer Contact
Health
THH33002 Certificate III in Hospitality (Operations)
THH33002 Certificate III in Hospitality (Operations) Hospital Workers
Short Courses
All courses tailored to suit company or individual needs
Government Incentive Traineeships also available
| Personal Development |
Sales Professional |
| Effective Communication |
Essential Sales Skills |
| Conflict Resolution |
Sales Negotiation |
| Professional Presentation |
Key Account Management |
| Time Management |
Customer Service |
| Emotional Intelligence |
Managing a Sales Team |
| Interview Techniques |
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| People Management |
Financial Development |
| Supervising Staff |
Finance for Non-Finance Managers |
| Leading Teams Effectively |
Introduction to Budgeting and Planning |
| Developing High Performance Teams |
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| Implementing Change |
Technical |
| Implement Continuous Improvement |
Introduction to MS Word |
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Introduction to MS Excel |
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Getting Organised with MS Outlook |
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Customer Service and Telephone Skills for the Receptionist |
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All participants receive a workbook and either an Accredited Certificate of Attainment or Certificate of Attendance.
BSB40201 Certificate IV in Business Administration
Administration staff work closely to their supervisors and have responsibility for complex duties such as producing documents, developing and understanding spreadsheets, organising meetings and administering projects.
10 units must be completed for this qualification.
There are 4 Compulsory units and 6 elective units.
Compulsory Units
| BSBADM402A |
Produce complex business documents |
| BSBADM404A |
Develop and use complex spreadsheets |
| BSBADM405A |
Organise meetings |
| BSBADM407A |
Administer projects |
Elective Units
| BSBCMN412A |
Coordinate implementation of customer service strategies |
| BSBCMN410A |
Promote innovation and change |
| BSBCMN402A |
Develop work priorities |
| BSBFLM412A |
Promote team effectiveness |
| BSBCMN411A |
Monitor a safe workplace |
| BSBCMN407A |
Coordinate business resources |
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BSB41004 Certificate IV in Business (Frontline Management)
This qualification covers the role of a supervisor or senior workplace trainer in a functional or operational unit/management setting.
8 units must be completed for this qualification.
There are 5 Compulsory units and 3 elective units.
Compulsory Units
| BSBFLM403B |
Implement effective workplace relationships |
| BSBFLM405B |
Implement Operational Plan |
| BSBFLM412A |
Promote team effectiveness |
| BSBCMN402A |
Develop work priorities |
| BSBCMN411A |
Monitor a safe workplace |
Elective Units (3 units to be selected)
| BSBFLM406B |
Implement Workplace Information Systems |
| BSBFLM409B |
Implement continuous improvement |
| BSBCMN404A |
Develop teams and individuals |
| BSBCMN410A |
Coordinate Implementation of Customer Service Strategies |
| BSBCMN419A |
Manage projects |
| BSBCMN416A |
Identify risk and apply risk management policies |
| BSBCMN412A |
Promote innovation and change |
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ICT40102 Certificate IV in Customer Contact
This qualification covers the role of an employee who undertakes a leadership role and performs customer service work.
15 units must be completed for this qualification.
There are 7 Compulsory units and 8 elective units.
Compulsory Units
| ICTCC100A |
Follow OH&S policies and procedures |
| ICTCC101A |
Communicate effectively in a customer contact centre |
| ICTCC110A |
Work effectively in a contact centre environment |
| ICTCC111A |
Respond to inbound customer contact |
| ICTCC120A |
Use basic computer technology |
| ICTCC121A |
Use an enterprise information system |
| ICTCC130A |
Provide quality customer service |
Elective Units (8 required)
| ICTCC410A |
Lead operations in a contact centre |
| ICTCC412A |
Implement continuous improvement in a contact centre |
| ICTCC413A |
Lead innovation and change in a customer contact centre |
| ICTCC431A |
Implement customer service strategies in a contact centre |
| ICTCC480A |
Provide leadership in a contact centre |
| ICTCC481A |
Lead teams in a contact centre |
| ICTCC473A |
Analyse information |
| ICTCC471A |
Acquire product or service knowledge |
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ICT30102 Certificate III in Customer Contact
As a number of functions are performed within a customer contact operation the competencies covered in this certificate include receiving calls, using common call centre telephone and computer technology, entering and retrieving data, working in a team and the ability to manage own work under guidance.
Compulsory Units
| ICTCC200A |
Use telecommunications technology in receiving and making calls in the call centre environment |
| ICTCC201A |
Use basic computer technology to process enterprise and customer data in a call centre environment |
| ICTCC202A |
Use specific enterprise systems to satisfy customer requirements |
| ICTCC204A |
Provide quality customer service |
| ICTCC213A |
Provide support and assistance to customers on matter relating to particular product(s) / service |
Elective Units
| ICTCC203A |
Use specific enterprise systems to satify customers requirements |
| ICTCC205A |
Manage and build on relationships with customers |
| ICTCC208A |
Conduct telemarketing campaign involving selling of product/service |
| ICTCC11A |
Process sales of complex product/service and where customer is unsure of avaliable solutions |
| ICTCC214A |
Process general inquiries from customers and provide associated support and assistance |
| ICTCC217A |
Action reports of product/service faults reported by customers |
| ICTCC220A |
Resolve customer complaints |
| ICTCC222A |
Process low risk credit applications |
| ICTCC227A |
Manage personal work priorities and professional development |
| ICTCC229A |
Establish and manage effective relationships within the call centre team environment |
| ICTCC234A |
Develop and maintain a safe workplace and environment |
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HLT31002 Certificate III in Health Support Services (Administration)
This qualification covers workers who undertake a range of varied support service functions and tasks requiring discretion and judgement. This qualification is suited to those in administration roles where there is minimal patient contact such as ward clerks & medical receptionists.
Prerequisite requirement
Any of the Certificate II in Health Services qualifications is a pre-requisite to
this qualification.
15 units must be completed for this qualification.
There are 12 Compulsory units and 3 elective units.
Compulsory Units
| BSBCMN203A |
Communicate in the workplace |
| BSBCMN204A |
Work effectively with others |
| BSBCMN302A |
Organise personal work priorities and development |
| HLTHIR2A |
Contribute to organisational effectiveness in the health industry |
| HLTIN1A |
Comply with infection control policies and procedures |
| HLTHSE1A |
Follow the organisation's occupational health and safety policies |
| HLTCSD8A |
Transport clients/patients |
| HLTCSD6A |
Respond to difficult or challenging behaviour |
| HLTSE4A |
Follow safe manual handling practice |
| BSBCMN105A |
Use business equipment |
| BSBCMN205A |
Use business technology |
| BSBCMN206A |
Process and maintain workplace information |
Elective Units (3 to be selected)
| BSBCMN303B |
Contribute to effective workplace relations |
| BSBFLM305B |
Support operational plan |
| BSBMED201A |
Use basic medical terminology |
| BSBMED304A |
Assist in controlling stocks and supplies |
*Electives are to be selected which are appropriate to job role
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THH33002 Certificate III in Hospitality (Operations)
This qualification covers workers who undertake a range of varied support service functions and tasks requiring descretion and judgement. These workers amy also provide a team leadership, workplace training or leadership role.
Compulsory Units
| THHCOR01B |
Work with colleagues and customers |
| THHCOR02B |
Work in a socially diverse enviroment |
| THHCOR03B |
Follow health, saftey and security procedures |
| THHHCO01B |
Develop and update hospitality industry knowledge |
| THHGHS01B |
Follow workplace hygiene procedures |
| THHGGA01B |
Communicate on the telephone |
| THHGCS02B |
Promote products and services to customers |
| THHGCS03B |
Deal with conflict situations |
| THHGTR01B |
Coach others in job skills |
Elective Units
| THHBFB00B |
Clean and tidy bar areas |
| THHBFB01B |
Operate a bar |
| THHBFB02B |
Provide a link between kitchen and service areas |
| THHBFB03B |
Provide food and beverage service |
| THHBFB04B |
Provide table service of alcoholic beverages |
| THHBFB05B |
Operate cellar systems |
| THHBFB06B |
Complete retail liquor sales |
| THHBFB09B |
Provide responsible service of alcohol |
| THHBFB10B |
Prepare and serve non-alcoholic beverages |
| THHBFB11B |
Develop and update food and beverage knowledge |
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THH33002 Certificate III in Hospitality (Operations) Hospital Workers
This qualification covers workers who undertake a range of varied support service functions and tasks requiring descretion and judgement. These workers amy also provide a team leadership, workplace training or leadership role.
Compulsory Units
| THHCOR01B |
Work with colleagues and customers |
| THHCOR02B |
Work in a socially diverse enviroment |
| THHCOR03B |
Follow health, saftey and security procedures |
| THHHCO01B |
Develop and update hospitality industry knowledge |
| THHGHS01B |
Follow workplace hygiene procedures |
| THHGGA01B |
Communicate on the telephone |
| THHGCS02B |
Promote products and services to customers |
| THHGCS03B |
Deal with conflict situations |
| THHGTR01B |
Coach others in job skills |
Elective Units
| THHBCC11B |
Implement food safety procedures |
| HLTFS4A |
Provide ward or unit based food preparation and distribution services |
| THHBCAT01B |
Prepare foods according to dietry requirements |
| THHS2CC3B |
Develop food saftey procedures |
| THHBKA04B |
Clean and maintain kitchen premises |
| HLTHIR3A |
Work effectively with culturally diverse patients clients customers and co-workers |
| BSBCMN310A |
Deliver and monitor a service to customers |
| THHGHS02B |
Clean premises and equipment |
| THHBCAT03B |
Transport and store food in a safe and hygienic manner |
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