It s great when you can just choose...

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Meeting the Need for Flexible Training. January - June 2011

Call Us 1300 754 771

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QUALIFICATIONS AND SHORT COURSES

CONTENT

Emerging Leaders

BSB40807 Certificate IV in Frontline Management ... Young Leaders Program - Certificate IV in Frontline Management ... Leadership Short Courses ...

Managers

BSB51107 Diploma of Management ... Management Short Courses ...

Trainers

TAE40104 Certificate IV in Training and Assessment ... Training Short Courses ...

Business and IT

BSB20107 Certificate II in Business ... BSB30107 Certificate III in Business ... BSB40207 Certificate IV in Business ... BSB40507 Certificate IV in Business Administration ... BSB50207 Diploma of Business ... Business and IT Short Courses ...

Customer Service

BSB20207 Certificate II in Customer Contact ... BSB30207 Certificate III in Customer Contact ... BSB40307 Certificate IV in Customer Contact ... Customer Service Short Courses ...

Further Information

Study the Flexi-del way ... Key Contact Details ... Government Funding and Traineeships ... Terms and Conditions...

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l am delighted to launch our latest in-house short course and qualifications catalogue for January - June 2011.

It marks our ongoing dedication to high quality business and management courses and our strong commitment to meeting the need for flexible training.

Our catalogue provides information on courses approved for traineeships in 2011, some for new workers and some for existing workers, or you simply may want to enrol one or more staff into a blended learning or online qualification. Most qualification courses start anytime as we are able to provide flexible training opportunities with small groups, eLearning and dedicated mentoring from the trainer.

This year we are adding several more qualifications to our scope of registration in response to what you’ve asked for. These will also be approved traineeship programs. Our catalogue includes over twenty in-house business short courses we can customise for your staff and more topics can be designed and customised for you.

We are also thrilled to continue to deliver learning experiences for your groups at our new training facility in Camberwell plus CBD locations in Melbourne, Sydney, Brisbane and Perth as you desire. Our Camberwell training room can be booked for any other training or meeting needs you have by visiting our web site and calling our friendly staff. l would also like to make special mention of our consultant trainers, hand picked for their sound industry experience and outstanding outcomes; outcomes that produce positive results for you, your staff and your organisation.

While browsing through the catalogue we trust you find the business and management skill sets needed to turn your workplace from great to truly outstanding.

We look forward to working in partnership with you to provide outstanding learning experiences in 2011!

Margaret Aspin CEO, Aspin Group

Message from the CEO

Margaret Aspin

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Certificate IV in Frontline Management

BSB40807

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Our Certificate IV in Frontline Management has been designed to develop individuals who take the first line of management in a wide range of organisational and industry contexts. It applies to those who are managers, supervisors, coordinators, group and team leaders.

Target Participants

Managers/Supervisors. Team Leaders. Leading hand/Coordinators. Young potential leaders and people dealing with community or business industry.

Benefits for the Participants

• Learning in a peer group environment

• Career progression

• Networking and interaction with other team leaders and managers

• Better understanding of their role and highly develop their skills

• Completion of a nationally recognised and accredited qualification

• Articulation to higher level tertiary qualifications

• Apply solutions to real life leadership/managerial situations

Articulation to further Tertiary Studies

Upon successful completion of the BSB40807 Certificate IV in Frontline Management candidates may undertake the BSB51107 Diploma of Management, or a range of other Diploma qualifications.

Certificate IV Course Structure

Unit Code Unit Name Unit Code Unit Name

BSBMGT401A Show Leadership in the Workplace BSBMGT403A Implement Continuous Improvement BSBMGT402A Implement Operational Plan BSBPMG510A Manage Projects

BSBOHS407A Monitor a Safe Workplace BSBRSK401A Identify Risk and Apply Risk Management Processes BSBWOR402A Promote Team Effectiveness BSBWOR401A Establish Effective Workplace Relationships BSBCUS401A Coordinate Implementation of Customer Service Strategies BSBWOR404A Develop Work Priorities

Mode of Delivery

Aspin Training deliver courses online and via a combination of face to face workshops and online learning known as blended learning. As Flexi-del experts we can confidently help you achieve your qualification while still maintaining your work life balance. We also include relevant and current online forums, resources and online assessment.

Enrolment

Start time, any time! Enrol online at www.aspintraining.com.au

You can call or email our friendly staff on 1300 754 771 and info@aspingroup.com.au

Price

Traineeship $517 Skills Building Concession $187.50

Funded* $517 Materials Fee $100

Full Fee $1,695 RPL $100 per unit

This course is available as a traineeship. Please ask us or speak to a National Apprenticeship Centre about employer incentives in traineeship programs.*Funding for eligible students is provided by Victorian and Commonwealth government funds.

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Certificate IV in Frontline Management

Premier leadership program for ages 18 to 28

The Young Leaders Program will develop your upcoming manager into a confident, effective and decisive part of your team. This program has been designed to include outstanding facilitators and speakers, all high achievers in their own field, who challenge and provide real management simulations and experiences. Enrol your young leader into a program designed for their age group and capabilities and let us help you grow an outstanding workforce.

Target Participants

Managers/Supervisors. Team Leaders. Leading hand/Coordinators. Young potential leaders and people dealing with community or business industry.

Benefits for the Participants • Challenging experiences

• Team work

• Outstanding speakers and facilitators

• Real management simulations

• Flexible learning

• Completion of a nationally recognised qualification

• Articulation into higher studies

Upon successful completion of the BSB40807 Certificate IV in Frontline Management candidates may undertake the BSB51107 Diploma of Management, or a range of other Diploma qualifications.

BSBMGT401A Show Leadership in the Workplace BSBMGT403A Implement Continuous Improvement BSBMGT402A Implement Operational Plan BSBPMG510A Manage Projects

BSBOHS407A Monitor a Safe Workplace BSBRSK401A Identify Risk and Apply Risk Management Processes BSBWOR402A Promote Team Effectiveness BSBWOR401A Establish Effective Workplace Relationships BSBCUS401A Coordinate Implementation of Customer Service Strategies BSBWOR404A Develop Work Priorities

Mode of Delivery

16 workshops over 8 months plus eLearning.

Enrolment

Start time, any time! Enrol online at www.aspintraining.com.au

Price

Traineeship $517 Skills Building Concession $187.50

Full Fee $1,695 RPL $100 per unit

Employer incentive of up to $4000 may be available to employers of staff who enrol in both the Certificate IV in Frontline Management and the Diploma of Management.

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Frontline management provides the first level of leadership within an organisation. Do you employ

Leadership at Work

people who are making the transition from being a team member, to taking responsibility for the work and performance of others?

Frontline managers have a strong influence on the work culture, values and ethics of the teams they supervise. As such it is important that your frontline managers model good practice, professionalism and confidently represent their organisation.

This short course describes the performance outcomes, skills and knowledge required to work with teams and individuals, the standard of conduct and initiative needed for influencing others.

Participants will learn how to:

• Model high standards of management performance and behaviour

• Enhance the organisation’s image

• Make informed decisions

• Communicate clearly with staff

This one day workshop may provide some credits to the BSBMGT401A Show leadership in the workplace unit of competency in the Certificate IV in Frontline Management.

Implementing Plans at Work

Frontline managers are actively engaged in planning activities to achieve the measurable and stated objectives of the team within an organisation. Their key role is to provide safe, efficient and effective products and services to customer satisfaction within the organisation’s productivity and profitability plans.

Assist your business growth with staff who attain important skills and knowledge required to implement operational plans, monitoring and adjusting operational performance, producing short term plans for the department/section, planning and acquiring resources and providing reports on performance as required.

• Implement operational plans to contribute to the achievement of organisation’s performance/business plan

• Implement resource acquisition

• Analyse and use budget and actual financial information to monitor profit/productivity performance

• Monitor operational performance

• Identify unsatisfactory performance and take prompt action to rectify the situation according to organisational policies

• Provide mentoring, coaching and supervision to support individuals and teams to use resources effectively, economically and safely

This one day workshop may provide some credits to the BSBMGT402A Implement operational plans unit of competency in the Certificate IV in Frontline Management.

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Need to brush up on your public speaking skills? Do you lose your mojo once you’re in the

Presentation Skills at Work

spotlight? Master delivery techniques to get your message across with the confidence and conviction required in the professional world. This short course covers the performance outcomes, skills and knowledge required to prepare, deliver and review a presentation to a target audience with success! So if you are expected to make presentations for a range of purposes, such as marketing, training and promotions this course will be invaluable to you!

• Choose presentation strategies, format and delivery methods that match the characteristics of the target audience, location, resources and personnel needed

• Select presentation aids, materials and techniques that suit the format and purpose of the presentation, and will enhance audience understanding of key concepts and central ideas

• Use persuasive communication techniques to secure audience interest

• Summarise key concepts and ideas at strategic points to facilitate participant understanding

This one day workshop may provide some credits to the BSBCMM401A Make a presentation unit of competency in the Certificate IV in Frontline Management.

Testimonials

“Fantastic day. I look forward to trying these techniques in the future”

Participant

“The time management and work priorities short course was exactly what l needed! l could easily transfer what l learnt into my day to day activities in my workplace. l left feeling motivated, focused and determined to improve. l can’t wait for the next workshop!”

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Diploma of Management

BSB51107

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The Aspin Group is proud to offer the Diploma of Management. Our Diploma of Management has been designed to develop frontline management skills of those working in a range of industries. It applies to those who are business owners, managing or coordinating a team, region, section or department.

Target Participants

Managers/Supervisors. Area Managers, Team Leaders. Regional or Divisional Managers. Leading hand/Coordinator. People dealing with community and business industry.

• Instruction by leading industry specialists

• Learning in a peer group environment

• Interaction and networking with other executives, team leaders and managers

• Better understanding of their given industry

• Apply solutions to a defined range of unpredictable problems

On successful completion of the BSB51107 Diploma of Management, candidates may undertake the BSB60407 Advanced Diploma of Management, or a range of other Advanced Diploma qualifications.

Diploma Course Structure

BSBWOR501A Manage Personal and Work Priorities and Professional Development BSBFIM501A Manage Budgets and Financial Plans BSBWOR502A Ensure Team Effectiveness BSBOHS509A Ensure a Safe Workplace

BSBPMG510A Manage Projects BSBMGT502B Manage People Performance BSBHRM402A Recruit, Select and Induct Staff BSBCUS501A Manage Quality Customer Service

Mode of Delivery

Aspin Training deliver courses online and via a combination of face to face workshops and online learning known as blended learning. As Flexi- del experts we can confidently help you achieve your qualification while still maintaining your work life balance. We also include relevant and current online forums, resources and online assessment.

Enrolment

Start time, anytime! Enrol online at www.aspintraining.com.au

Price

Traineeship $988 Materials Fee $100

Funded* $988 RPL $100 per unit

Full Fee $2,850

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9 Managing Budgets and Financial Plans

During this workshop participants will gain the skills and knowledge required to undertake financial management within their organisation and work team. Skills will include fine tuning, planning and implementation of financial management approaches, monitoring and control of finances.

Also reviewing and evaluating effectiveness of financial management processes in line with financial objectives of your workplace. This short course applies to managers working in small and large business environments and not for profit organisations. Be confident that your managers ensure financial

resources are used effectively!

• Plan financial management approaches

• Determine and access resources and systems to manage financial management processes within the work team

• Monitor and control finances

• Monitor expenditure and costs on an agreed cyclical basis to identify cost variations and expenditure overruns

• Implement, monitor and modify contingency plans as required to maintain financial objectives

• Report on budget and expenditure

• Review and evaluate financial management processes

This one day workshop may provide some credits to the BSBFIM501A Manage budgets and financial plans unit of competency in the Diploma of Management and Diploma of Business.

Recruiting and Inducting Staff

Achieve performance outcomes in your workplace and develop the skills and knowledge required to execute tasks associated with the recruitment cycle.

• Prepare job descriptions which accurately reflect the role requirements in accordance with organisational procedures and legislation, codes and national standards and occupational health and safety (OHS) considerations

• Advertise vacancies

• Consult with relevant personnel to convene selection panel and to develop interview questions

• Ensure that interview questions do not breach legislative requirements

• Conduct referee checks

• Prepare selection report and make recommendations to senior personnel for appointment

• Advise unsuccessful candidates of outcomes and respond to any queries

• Undertake basic induction programs

This one day workshop may provide some credits to the BSBHRM402A Recruit, select and induct staff unit of competency in the Diploma of Management.

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10 Managing the Team

This is an essential short course for your managers and team leaders who want to bring the best out of a team. They will learn new methods to review performance, reward excellence and provide effective feedback where there is a need for improvement.

After this short course your managers will make the link between performance management and performance development! All managers/prospective managers who have responsibility for team members and individuals should strongly consider undertaking this course.

• Develop Performance indicators for key result areas and are agreed prior to commencement of work

• Assess performance

• Have difficult conversations

• Deal with difficult people

• Run formal structured feedback sessions

This one day course may provide some credits to the BSBMGT502B Manage people performance unit of competency in the Diploma of Management or BSBWOR401A Establish effective workplace relationships unit of competency in the Certificate IV in Frontline Management.

Ensuring a Safe Work Environment

Be prepared with solutions for unpredictable problems! Are your procedures and programs in accordance with OHS legal requirements?

This workshop will assist you to successfully establish, maintain and evaluate your organisation’s occupational health and safety (OHS) policies.

Employees with supervisory responsibilities for implementing and monitoring the organisation’s OHS policies, procedures and programs in a work area are strongly encouraged to attend this course. This course will help you create a safe work environment.

• Establish and maintain an OHS system

• Establish and maintain procedures for identifying hazards, and assessing and controlling risks

• Identify inadequacies in existing risk control measures and ways to implement of new measures

This one day course may provide some credits to the BSBOHS509A Ensure a safe workplace unit of competency in the Diploma of Management or BSBOHS407A Monitor a safe workplace unit of competency in the Certificate IV in Frontline Management.

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11 Team Building

Are you keen to promote teamwork, cohesion and innovation in your team? This short course will give you the necessary steps in developing team plans to meet expected outcomes, leading the work team, and proactively working with the management of the organisation.

Frontline managers have an important leadership role in the development of efficient and effective work teams. They play a prominent part in team planning, supervising the performance of the team and developing team cohesion. They provide leadership for the team and bridge the gap between the management of the organisation and the team members. As such they must ‘manage up’ as well as manage their team/s.

• Establish a team performance plan

• Develop performance plans to establish expected outcomes, outputs, key performance indicators and goals for work team

• Develop strategies to ensure team members have input into planning, decision making and operational aspects of work team

• Encourage team members and individuals to participate in and to take responsibility for team activities, including communication processes

• Support the team in identifying and resolving work performance problems

This one day short course may provide some credits to the BSBWOR502A Ensure team effectiveness unit of competency in the Diploma of Management or BSBWOR402A Promote team effectiveness and BSBINN301A Promote innovation in a team environment units of competency in the Certificate IV in Frontline Management.

Introduction to Project Management

Participants be prepared to achieve goals in your workplace! This workshop focuses on the application of project management skills and the requirement to meet time lines, quality standards, budgetary limits and other requirements in your projects. Grow confident in the management of current and future development of a project plan, administrating, monitoring and finalising of their project.

Participants will learn how to: • Scope a project

• Develop project plan including timelines, work breakdown structure, role and responsibilities and other details of how the project will be managed in relation to the project parameters

• Formulate risk management plan for project, including occupational health and safety (OHS)

• Administer and monitor project

• Implement and monitor plans for managing project finances, resources (human, physical and technical) and quality

• Finalise the project

• Review the project outcomes and processes against the project scope and plan

This one day workshop may provide some credits to the BSBPMG510A Manage projects unit of competency in the Diploma of Management and Diploma of Business.

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12 Sustainability At Work

In this cutting edge one day workshop successfully learn to develop and implement a workplace sustainability policy.

The workshop will help you:

• Develop a workplace sustainability policy to meet your organisation’s needs

• Work with staff to implement the policy and improve the bottom line

• Establish reporting systems for finance and environment

• Evaluate and improve your systems to meet industry standards and requirements

• Evaluate which sustainable policies matter to your financial results

• Develop sustainable policies such as Triple bottom line and government green purchasing

• Gain understanding and appreciation of current and proposed legislation in sustainability sector

• Understand what other organisations are doing in this sector both locally and internationally The context of the course applies to all sectors of the business industry; it may be applied to all sections of an organisation, including the office, the factory floor, or work area.

This one day short course may provide some credits to the BSBSUS501A Develop workplace policy and procedures for sustainability unit of competency in the Diploma of Management.

Time Management

Are you or your team finding it hard to juggle your workload and prioritise your tasks? Assist your management and staff become highly organised, focused and skilled, in order to effectively manage their work and other staff. This one day workshop enables your managers, team leaders and key staff to develop the skills required to achieve high performance and to identify professional development needs. During the workshop particular emphasis is on setting and meeting priorities, analysing information and using a range of strategies to develop further competence. This is an important short course for key staff as they serve as role models and have significant influence on the work culture and patterns of behaviour.

Participants will learn how to: • Establish personal work goals

• Ensure personal work goals, plans and activities reflect the organisation’s plans, and own responsibilities and accountabilities

• Set and meet their own work priorities

• Use effective time management techniques

• Maintain appropriate work-life balance, and ensure stress is effectively managed and health is attended to

This one day short course may provide some credits to the BSBWOR501A Manage personal work priorities and professional development unit of competency in the Diploma of Management and Diploma of Business or BSBWOR404A Develop work priorities in the Certificate IV in Frontline Management.

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Certificate IV in Training and Assessment

TAE40104

Our Certificate IV in Training and Assessment has been designed for participants who want to become qualified trainers in their industry in order to deliver accredited training in a company, RTO or TAFE environment. It applies to those who are experienced trainers, those who need an upgrade, unqualified trainers, or training coordinators and administrators.

Target Participants

Unqualified Trainers. Experienced Trainers. Trainers needing an upgrade. Training coordinators.

Certificate IV in Training and Assessment is considered a valuable qualification to many employers and organisations, and absolutely essential if you wish to become a teacher at an Australian TAFE or RTO. This Nationally Accredited qualification will enable you to develop the competencies required to perform the role of a skilled trainer, facilitator and assessor in the workplace, as well as in a Vocational Education and Training (VET) environment.

Certificate IV in Training and Assessment will enable you to pass on systematically and professionally the valuable skills and knowledge you have acquired across your lifetime to others.

Training through a reputable training organisation like Aspin Group, will provide you first-class and thorough training as a means to gaining your Certificate IV in Training and Assessment.

TAEASS401A Plan assessment activities and processes TAEDES401A Design and develop learning programs

TAEASS402A Assess competence TAEDES402A Use training packages and accredited courses to meet client needs TAEASS403A Participate in assessment validation TAEASS502A Design and develop assessment tools

TAEDEL401A Plan, organise and deliver group based learning TAETAS401A Maintain training and assessment information TAEDEL402A Plan, organise and facilitate learning in the workplace TAEDEL301A Provide work skill instruction

Mode of Delivery

Enrolment

Price

Funded* $324.50

Fee for Service $1,695

Skills Building Concession $187.50

Materials Fee $100

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14 Coaching Skills for Workplace Leaders

This two day workshop offers simple, practical and effective strategies for coaching your staff to top performance.

The responsibilities of a leadership position are complex - demanding a complete mind shift from operational responsibilities. As a leader you now need to know how to handle difficult situations sensitively – without alienating people; how to recognise potential and bring out the best in people; how you can motivate your staff to stay - and do their best for your business; and how you

can hold people accountable for their actions.

Coaching is a recognised style for leaders wanting to develop individuals. Coaching Skills for Workplace Leaders provides a solution-focused framework for coaching success.

Delivered by Jennifer McCoy from Positive Change Consulting

This one day short course may provide some credits to the BSBWOR401A Establish Effective Workplace Relationships and BSBWOR402A Promote Team Effectiveness units of competency in the Certificate IV in Frontline Management.

Breakfast Sessions

Managing In-Managing Out

In these tight times you need to attract and introduce staff to your business who can hit the ground running and add to your bottom line, as well as removing staff who are not contributing positively to your business. You’ll learn how to recognise and employ the right staff, as well as manage out the under-performers with dignity. This seminar is ideal for business owners and managers who need to employ staff or restructure their current environment and want to do it the right way.

Managing the In-Between

Following the Managing In/Managing Out breakfast session, this workshop guides you through how to manage staff to perform at their peak. Learn how to set goals on Day 1, and to have performance discussions along the way. This seminar is ideal for all business owners and managers who are short on time - setting goals and objectives for others frees up your time to grow your business.

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15 Essential Communication, Interpersonal and

Conflict Resolution Skills

Managing Challenging Behaviours

Develop essential skills in handling those difficult behaviours and awkward situations – for frontline staff and other complex situations. Professionals working in community services are encouraged to attend.

Conflict Resolution

This workshop focuses on:

• Minimizing conflict • Networking in organizations • Basic communication • Models • Office politics • Managing upwards • Understanding teams • Difficult people • Overcoming cross

• Cultural barriers and more.

Managing Complex Caseloads

This one day interactive workshop is designed to build on skills to effectively manage complex case loads from a case management perspective.

Communication and Interpersonal Skills

Develop your communication skills to a more advanced level. This short course covers identifying your communication style and using your ability to listen and understand the message being delivered.

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16 Grant and Tender Writing For Success

1 Tender basics including:

• Finding opportunities - seeing the money coming a long way out

• Procurement plans

• Understanding the difference and value of Request for Tenders EOIs, Request for Proposals, limited tenders, Panels, Panel Refresh

• Reading the tender o Terminology

o Understanding the structure of a Request for Tender o Interpreting the bid

o Documents and evidence to gather

2 Evaluation Criteria, Preparation, lodgement and following up a tender submission including:

• Preparing the ‘elevator’ • Capacity documents

• Discussions with the funding body • Bios and role documents prior to writing the tender submission • The budget tips

• Who needs to be on the team • Project risk plans

• Tender structures and schedules – • Project plan tips what section goes where • Value for money

• The convincing argument and • Formatting and editing convincing approaches for grants • Lodging a submission

• Writing and formatting tips • Feedback processes

3 Value for money, weightings and evaluations including:

• What is ‘ Value for Money’?

• Real examples of evaluations - why did they win?

• What are ‘ Weightings’? One day only workshop

Delivered by Margaret Aspin, CEO Aspin Group

Testimonials

“Margaret delivers an engaging seminar that is informative, entertaining and packed full of useful information. Her background provides her with a sound knowledge on the selection process for tenders and she generously provides a clear, precise and informative seminar that I have practically applied to BP Architects’ submissions”

Bridget Puszka - BP Architects

“The Grant and Tender Writing for Success Workshop is a day well spent out of the office! Margaret Aspin is not only a great presenter, but an inspirational business person who gave us valuable advice and tips to assist the tendering process.

We’d recommend this workshop to anyone hoping to develop their business”

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Certificate II in Business

BSB20107

The course develops entry level skills in business administration and related computing, workplace communication and customer service. It reflects the role of individuals who perform a range of mainly routine tasks using limited practical skills and fundamental operational knowledge in a defined context, working under direct supervision.

Target Participants

General Clerk or Receptionists. Customer service advisors. Call centre and telesales representatives. Office administration assistants. Student services officers. Word processing operators.

• Learning in supportive peer group environment

• Career development

• Interaction with people sharing similar roles in the workplace

• Better understanding of their role and further develop their skills

• Apply solutions and competencies to their workplace roles

• Articulation to higher level qualifications

On successful completion of the BSB20107/BSB30107 Certificate II, III in Business candidates may undertake the BSB40207 Certificate IV in Business, or a range of other Certificate qualifications.

BSB20107 Core Participate in OHS processes BSBINM201A Process and maintain workplace information BSBADM101A Use business equipment and resources BSBINM202A Handle mail

BSBCMM201A Communicate in the workplace BSBITU102A Develop keyboard skills

BSBWOR202A Organise and complete daily work activities BSBCUS501A Produce simple word processed documents BSBCUS201A Deliver a service to customers BSBITU202A Create and use spreadsheets

BSBIND201A Work effectively in a business environment BSBITU203A Communicate electronically

Mode of Delivery

Enrolment

Start time, anytime! You can call our friendly staff on 1300 754 771 or email info@aspingroup.com.au

Price

Traineeship $456.50 Concession $105

Funded* $456.50 Materials Fee $100

Full Fee $1695 RPL $100 per unit

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Certificate III in Business

BSB30107

The course will develop higher level skills in business administration and related computing, team participation and support, and customer service including offering technical advice. It reflects the role of individuals who apply a broad range of competencies in a varied work context using some discretion, judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.

Target Participants

General Clerk or Receptionists. Customer service advisors. Call centre and telesales representatives. Office administration assistants. Student services officers. Word processing operators.

On successful completion of the BSB20107/BSB30107 Certificate II, III in Business candidates may undertake the BSB40207 Certificate IV in Business, or a range of other Certificate qualifications.

BSB20107 Core Participate in OHS processes BSBWRT301A Write simple documents

BSBADM311A Maintain business resources BSBCUS301A Deliver and monitor a service to customers BSBPRO301A Recommend products and services BSBITU305A Conduct online transactions

BSBINM301A Organise workplace information BSBFIA301A Maintain financial records BSBCMM301A Process customer complaints BSBPUR301B Purchase goods and services

BSBWOR301A Organise personal work priorities and development BSBITU306A Design and produce business documents

Mode of Delivery

Enrolment

Price

Traineeship $462 Concession $187.50

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Certificate IV in Business

BSB40207

Our Certificate IV in Business has been designed to develop individuals who use well developed skills in a wide range of organisational and industry contexts. It applies to those who are clerks, receptionists, customer service advisors, operators and would like to step into a administrative or project officer role.

Target Participants

Clerks. Customer service providers. Legal and medical receptionists. eBusiness practitioners Office administration assistants. Student services officers. Word processing operators.

• Learning in peer group environment

• Career progression

• Networking and interaction with people sharing similar roles in the workplace

• Better understanding of their role further develop their skills

• Apply solutions to real life leadership/managerial situations

On successful completion of the BSB40207 Certificate IV in Business candidates may undertake the BSB50207 Diploma of Business, or a range of other Diploma qualifications.

BSBOHS407A Monitor a safe workplace BSBSUS301A Implement and monitor environmentally sustainable work practices BSBREL401A Establish networks BSBFIA402A Report on financial activity

BSBLED401A Develop teams and individuals BSBSMB403A Market the small business BSBRES401A Analyse and present research information BSBHRM402A Recruit, select and induct staff BSBINN301A Promote innovation in a team environment BSBMGT402A Implement operational plan

Mode of Delivery

Enrolment

Price

Traineeship $456.50 Concession $187.50

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Certificate IV in Business Administration

BSB40507

This qualification reflects the role of individuals who use well-developed skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Target Participants

Executive Personal Assistant. Office Administrator. Accounts Supervisor. Project Assistant

On successful completion of the BSB40507 Certificate IV in Business Administration candidates may undertake the BSB50407 Diploma in Business Administration or a range of other Diploma qualifications.

BSBADM405B Organise meetings BSBITU404A Produce complex desktop published documents BSBADM406B Organise business travel BSBCUS402A Address customer needs

BSBINM401A Implement workplace information system BSBADM407B Administer projects

BSBITU401A Design and develop complex text documents BSBFIA301A Coordinate business resources BSBITU402A Develop and use complex spreadsheets BSBOHS407A Monitor a safe workplace

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Diploma of Business

BSB50207

Our Diploma of Business has been designed to develop the essential business skills of those working in a range of industries. Look at new ways of growing your business, achieving your objectives and develop effective ways to improve your bottom line. It applies to those who are business owners, managers of a team, region, section or department.

Target Participants

Managers. Area Managers. Regional or Divisional Managers. Coordinators. People dealing with community and business industry.

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• Improved business processes across the organisation

• Knowledge of latest business theory and practice in successful organisations

• Ability to think outside the square and problem solve

• Greater focus on time and resources

• Implementing best practice solutions to your business

• More drive and stamina in dealing with business needs and issues

On successful completion of the BSB50207 Diploma of Business, candidates may undertake the BSB60207 Advanced Diploma of Business, or a range of other Advanced Diploma qualifications.

BSBWOR501A Manage personal work priorities and professional development BSBADM504B Plan and review administration systems BSBPMG510A Manage projects BSBRSK501A Manage risk

BSBMKG501B Identify and evaluate marketing opportunities BSBMGT516A Facilitate continuous improvement BSBHRM504A Manage workforce planning BSBMKG514A Implement and monitor marketing activities

Mode of Delivery

Enrolment

Price

Traineeship $988 Materials Fee $100

Funded* $988 RPL $100 per unit

Fee for Service $2,850

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22 Employee Health, Well Being and Assistance Programs

Do you have a passion to support employer health and well being in your workplace?

This short course is perfect for human resources managers, human resources personnel or other managers who take responsibility for managing staff health and wellbeing program/s or other activities. It has particular relevance for managers of human resources or diversity programs, frontline managers and specialist consultants responsible for promoting a balance between work demands and personal life. The workshop addresses the management of the range of programs that would typically be associated with health and wellbeing such as stress management, smoking cessation, exercise, employee assistance programs (EAPs).

• Research and analyse employee health issues

• Develop options for addressing identified health issues

• Plan health and wellbeing program/s

• Establish suitable evaluation methods, develop an overall program management plan and communicate this plan to stakeholders

This short course may provide some credits to the BSBLED502A Manage programs that promote personal effectiveness in the Diploma of Business.

Implement Effective Marketing Strategies

It’s time to reach your business marketing objectives! This workshop will empower your marketing staff to implement marketing activities described in a marketing plan, to monitor their effectiveness in meeting organisational marketing objectives and take actions to improve marketing performance. Employees working in marketing management positions who are responsible for implementing and monitoring organisational marketing strategies are strongly encouraged to attend this workshop. It will serve as a solid guide for participants who lead and coordinate a marketing team.

• Prioritise marketing strategies and identify resources for their implementation, in accordance with organisational requirements

• Implement communication and team building strategies to ensure that personnel

responsible for each element of the marketing mix work together to meet the organisation’s marketing objectives

• Implement strategies for monitoring marketing activities and analysing marketing performance, in accordance with the marketing plan

This one day short course may provide some credits to the BSBMKG514A Implement and monitor marketing activities unit of competency in the Diploma of Business.

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23 Introduction to Computers

In a supportive group environment learn how to use text based documents using word processing software and turn your computer into your friend in the workplace. By the end of this workshop you will confidently design and produce various business documents and publications using a variety of

computer applications and develop spreadsheets through the use of spreadsheet software. This short course will suit individuals who possess fundamental skills in computer operations,

keyboarding and basic skills in the operation of word processing software. Learn appropriate theoretical knowledge of document design and production to provide technical advice and support to a team. Staff who are responsible for the creation of spreadsheets that encompass formatting, formulae and charts are encouraged to attend this short course.

Participants will learn how to: • Use a personal computer

• Use toolbars and customise the screen

• Using some shortcuts

• Set up files, open and save

• Print and solve basic printing problems

• Create a simple word document

• Basic trouble shooting

This half a day only course may provide some credits to the BSBITU303A Design and produce text documents, BSBITU306A Design and produce business documents and BSBITU304A Produce spreadsheets units of competency in the Certificate III in Business.

Intermediate Computer Users

Do you need the skills and knowledge required to design and develop business documents using complex technical features of word processing software? Are you required to use spreadsheet software to complete business tasks and to produce complex documents? Well this short course will assist your staff to do just that!

These skills may be applied in the provision of administrative support within an enterprise, or by technical/knowledge experts responsible for producing their own word processed documents. This short course also applies to individuals employed in a range of work environments who require skills in the creation of complex spreadsheets to store and retrieve data.

• Design and develop a more complex word document

• Develop a spreadsheet

• Design and use Powerpoint

This half a day only course may provide some credits to the BSBITU401A Design and develop complex text documents and BSBITU402A Develop and use complex spreadsheets units of competency in the Certificate IV in Business.

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24 Identify and Action Marketing Opportunities

Find the best way to watch your business grow!

This short course welcomes individuals working in marketing roles who identify, investigate and evaluate marketing opportunities to determine whether they meet organisational and marketing objectives.

• Analyse information on market and business needs to identify marketing opportunities

Research potential new markets and assess opportunities to enter, shape or influence the market in terms of likely contribution to the business

• Explore entrepreneurial, innovative approaches and creative ideas for their potential business application, and develop into potential marketing opportunities

• Identify and analyse opportunities in terms of their likely fit with organisational goals and capabilities

• Use an assessment of external factors, costs, benefits, risks and opportunities to determine the financial viability of each marketing opportunity

• Determine probable return on investment and potential competitors

• Describe and rank marketing opportunities in terms of their viability and likely contribution to the business

This one day short course may provide some credits to the BSBMKG501B Identify and evaluate marketing opportunities in the Diploma of Business.

Creating a Workforce Plan

Discover effective ways to plan workforce strategies to achieve organisational goals and objectives. This includes aligning workforce objectives with business plans, analysing labour market trends and predictions, and designing strategies and succession plans to ensure a competent and appropriately diverse workforce is available to meet anticipated changes.

• Analyse current workforce’s capacity to meet current and predicted demands for business goods and services

• Research and review current and predicted external labour supply data, and demographic and economic data, to forecast human resources supply

• Review staffing budgets to predict cost of workforce changes

• Establish objectives for the modification to or retention of the workforce

• Define objectives to address areas with unacceptably high staff turnover

• Retain and source required skilled labour

• Develop and implement a succession planning system to ensure desirable workers are developed and retained

This one day short course may provide some credits to the BSBHRM504A Manage workforce planning in the Diploma of Business.

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25 Reviewing and Planning for New Administration Systems

In this short course your admin staff will learn how to confidently plan or review the requirements of effective administration and procedures for implementing, monitoring and reviewing the system. This short course applies to individuals employed in a range of work environments who are required to plan or review administrative systems. They may work as senior administrative staff or may have been delegated responsibility for planning or reviewing administrative systems.

• Identify requirements of, or modifications to, administration systems

• Identify and develop implementation strategies

• Monitor systems for usage, security and output in accordance with organisational requirements

• Modify system to meet changing needs in accordance with organisational requirements

• Train staff in new systems

This one day short course may provide some credits to the BSBADM504B Plan and review administration systems in the Diploma of Business.

Introduction to Risk Management

This short course welcomes individuals who are working in a management or leadership role and addresses the identification of risk within a business. They may or may not have responsibility for directly supervising others.

This workshop will provide the necessary skills to consistently manage risks in a range of contexts across the organisation or for a specific business unit or area.

• Determine the scope for risk management process

• Document critical success factors, goals or objectives for area included in scope

• Use tools and techniques to generate a list of risks that apply to the scope

• Assess likelihood of risks occurring

• Assess impact or consequence if risks occur

• Evaluate and prioritise risks for treatment

• Determine and select most appropriate options for treating risks

• Develop an action plan for implementing risk treatment

• Communicate risk management processes to relevant parties

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26 Managing Continuous Improvement

This short course describes the performance outcomes, skills and knowledge required to implement the organisation’s continuous improvement systems and processes. Particular emphasis is on using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements.

• Develop strategies to ensure that team members are actively encouraged and supported to participate in decision making processes, and to assume responsibility and exercise initiative as appropriate

• Establish systems to ensure that the organisation’s continuous improvement processes are communicated to all stakeholders

• Develop effective mentoring and coaching processes to ensure that individuals and teams are able to implement and support the organisation’s continuous improvement processes

• Develop strategies to ensure that systems and processes are used to monitor operational progress and to identify ways in which planning and operations could be improved

This one day course may provide some credits to the BSBMGT516A Facilitate continuous improvement in the Diploma of Business and BSBMGT403A Implement continuous improvement in the Certificate IV in Frontline Management.

Create Media Advertisements that Work

Create mass print media advertisements that work! Do you want to convincingly communicate the key features of your product, service or idea? Send along your staff who are advancing in their supervisory or management role within their advertising or media role. Individuals who are primarily responsible for the development of mass print advertisements and coordinate a team to produce the advertisement are strongly urged to attend.

• Confirm the central idea or creative concept, technique/s for expressing the idea/concept and mass print media to be used

• Identify legal and ethical constraints

• Determine and produce the elements of a print advertisement to communicate the required image, features and benefits of the product or service

• Size and position each element of the print advertisement to achieve balance and focus for the advertisement

• Ensure the typeface selections suit the product and the central idea of the advertisement, and the layout balances white space and margins

• Ensure the layout of the advertisement unifies the elements, attracts the reader to the focal point and guides the reading sequence

This one day short course may provide some credits to the BSBADV509A Create mass print media advertisements unit of competency in the Diploma of Business.

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Certificate II in Customer Contact

BSB20207

Our Certificate II and III in Customer Contact has been designed to develop individuals who perform a range of routine task and competencies. It applies to those who are call centre agents, telesales representatives and both general and senior customer service representatives.

Target Participants

Customer service advisor. Particularly charity Call centre representatives. Customer service representatives. Word processing operator.

After achieving the BSB20207 Certificate II in Customer Contact, candidates may undertake the BSB30207 Certificate III in Customer Contact, a qualification for those seeking to develop more specialised technical skills and knowledge for working in a range of customer contact roles, or a range of other Certificate III qualifications.

BSBCCO201A Action customer contact BSBOHS201A Participate in OHS processes BSBCCO301A Use multiple information systems Electives (3) Contact centre operations BSBCUS301A Deliver and monitor a service to customers BSBCCO202A Conduct data collection

BSBIND101A Work effectively in a contact centre environment BSBCCO303A Conduct a telemarketing campaign BSBCMM201A Communicate in the workplace BSBCCO304A Provide sales solutions to customers BSBCMM201A Operate a personal computer

Mode of Delivery

Enrolment

Price

Traineeship $456.50 Concession $105

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Certificate III in Customer Contact

BSB30207

The course develops higher level skills to work in a customer contact/call centre. It reflects the role of skilled operators who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.

Target Participants

Customer service advisor. Particularly charity Call centre representatives. Customer service representatives. Word processing operator.

After achieving the BSB30207 Certificate III in Customer Contact, candidates may undertake the BSB40307 Certificate IV in Customer Contact, a qualification for those seeking to develop more specialised technical skills and knowledge for working in a range of customer contact roles, or a range of other Certificate IV qualifications.

BSBCCO301A Use multiple information systems BSBCCO305A Process credit applications

BSBCUS301A Deliver and monitor a service to customers BSBCOO305A Process complex accounts, service severance and defaults BSBOHS301B Apply knowledge of OHS legislation in the workplace BSBCMM301A Process customer compliants

BSBPRO401A Develop product knowledge BSBMGT401A Show leadership in the workplace BSBWOR203A Work effectively with others BSBPRO301A Recommend products and services BSBWOR301A Organise Personal work priorties and development BSBWOR201A Manage personal stress in the workplace

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Certificate IV in Customer Contact

BSB40307

The course develops higher level skills to work in a customer contact/call centre. It reflects the role of skilled operators who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.

Target Participants

Call/contact centre agents. Customer service representatives. Team leaders. Telesales representatives. Schedulers and telemarketers working in a paid or voluntary positions in a range of commercial or not-for-profit organisations

Benefits for the Participants • Customer service strategies

• Managing projects

• Innovation and leadership

• Workplace relationships

• Developing teams and information systems

After achieving the BSB40307 Certificate IV in Customer Contact, candidates may undertake the BSB50307 Diploma in Customer Contact, a qualification for those seeking to develop more specialised technical skills and knowledge for working in a range of customer contact roles, or a range of other Certificate IV qualifications.

BSBCCO402A Gather, collate and record information FINSICORG515A Provide mentoring and coaching within the workplace BSBCUS401A Coordinate implementation of customer service strategies BSBINM401A Implement workplace information system

BSBLED401A Develop teams and individuals BSBINN301A Promote innovation in a team environment BSBMGT403A Implement continuous improvement BSBPMG510A Manage projects

BSBMGT405A Provide personal leadership BSBWOR401A Establish effective workplace relationships BSBOHS407A Monitor a safe workplace BSBWOR403A Manage stress in the workplace

Mode of Delivery

Enrolment

Price

Traineeship $682.00 Concession $187.50