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| BSBOHS201A |
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Participate in OHS processes
- Work safely
- Follow established safety procedures when conducting work
- Carry out pre-start systems and equipment checks in accordance with workplace procedures
- Implement workplace safety requirements
- Identify designated persons for reporting queries and concerns about safety in the workplace
- Identify existing and potential hazards in the workplace, report them to designated persons and record them in accordance with workplace procedures
- Identify and implement workplace procedures and work instructions for controlling risks
- Report emergency incidents and injuries to designated persons
- Participate in OHS consultative processes
- Contribute to workplace meetings inspections or other consultative activities
- Raise OHS issues with designated persons in accordance with organisational procedures
- Take actions to eliminate workplace hazards or to reduce risks
- Work safely
- Follow established safety procedures when conducting work
- Carry out pre-start systems and equipment checks in accordance with workplace procedures
- Implement workplace safety requirements
- Identify designated persons for reporting queries and concerns about safety in the workplace
- Identify existing and potential hazards in the workplace, report them to designated persons and record them in accordance with workplace procedures
- Identify and implement workplace procedures and work instructions for controlling risks
- Report emergency incidents and injuries to designated persons
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| BSBCUS301A |
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Deliver and monitor a service to customers
- Identify customer needs
- Use appropriate interpersonal skills to accurately assess customer needs for urgency to determine priorities for service delivery in accordance with organisational requirements
- Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options
- Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals
- Deliver a service to customers
- Provide prompt service to customers to meet identified needs in accordance with organisational requirements
- Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
- Sensitively and courteously handle customer complaints in accordance with organisational requirements
- Provide assistance or respond to customers with specific needs in accordance with organisational requirements
- Identify and use available opportunities to promote and enhance services and products to customers
- Monitor and report on service delivery
- Regularly review customer satisfaction with service delivery using verifiable evidence in accordance with organisational requirements
- Identify opportunities to enhance the quality of service and products and pursue within organisational requirements
- Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
- Regularly seek customer feedback and use to improve the provision of products and services
- Incorporate evidence of customer satisfaction in decisions to modify products or services ensuring they are within organisational requirements
- Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery
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| BSBFIA301A |
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Maintain financial records
- Maintain daily financial records
- Correctly maintain daily financial records and in accordance with organisational requirements for accounting purposes
- Identify and rectify or refer discrepancies or errors in documentation or transactions to designated persons
- Accurately credit and debit transactions and promptly enter into journals in accordance with organisational requirements
- Maintain general ledger
- Maintain general ledger in accordance with organisational requirements
- Post transactions into general ledger in accordance with organisational reporting requirements
- Reconcile systems for accounts payable and receivable with general ledger
- Accurately prepare trial balance from general ledger in accordance with organisational requirements
- Monitor cash control
- Ensure cash flow is accurately accounted for in accordance with organisational requirements
- Make and receive payments in accordance with organisational requirements
- Collect or follow up outstanding accounts within designated timelines
- Check payment documentation for accuracy of information and despatch to creditors within designated time
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| BSBADM311A |
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Maintain business resources
- Advise on resource requirements
- Calculate estimates of future and present business resource needs in accordance with organisational requirements
- Ensure advice is clear concise and relevant to achievement of organisational requirements
- Provide information on the most economical and effective choice of equipment materials and suppliers
- Identify resource shortages and possible impact on operations
- Monitor resource usage and maintenance
- Ensure resource handling is in accordance with established organisational requirements including occupational health and safety requirements
- Use business technology to monitor and identify the effective use of resources
- Use consultation with individuals and teams to facilitate effective decision-making on the appropriate allocation of resources
- Identify and adhere to relevant policies regarding resource use in the performance of operational tasks
- Routinely monitor and compare resource usage with estimated requirements in budget plans
- Acquire resources
- Ensure acquisition and storage of resources is in accordance with organisational requirements, and is cost-effective and consistent with organisational timelines
- Acquire resources within available time lines to meet identified requirements
- Review resource acquisition processes to identify improvements in future resource acquisitions
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| BSBINM301A |
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Organise workplace information
- Collect and assess information
- Access product and service information in accordance with organisational requirements
- Ensure methods of collecting information are reliable and make efficient use of available time and resources
- Assess information for clarity accuracy currency and relevance to intended tasks
- Use interpersonal skills to access relevant information from teams and individuals
- Organise information
- Organise information in a format suitable for analysis interpretation and dissemination in accordance with organisational requirements
- Use appropriate technology/systems to maintain information in accordance with organisational requirements
- Collate information and materials and communicate to relevant designated persons
- Identify difficulties organising and accessing information and solve collaboratively with individuals and team members
- Update and store information in accordance with organisational requirements and systems
- Review information needs
- Actively seek feedback on clarity accuracy and sufficiency of information to ensure relevance of information and system
- Review the contribution of information to decision making and implement appropriate modifications to collection processes
- Identify future information needs and incorporate in modifications to collection processes
- Document future information needs and incorporate in modifications to reporting processes
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| BSBCMM301A |
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Process customer complaints
- Respond to complaints
- Process customer complaints using effective communication in accordance with organisational procedures established under organisational policies, legislation or codes of practice
- Obtain, document and review necessary reports relating to customer complaints
- Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes
- Negotiate resolution of the complaint and obtain agreement where possible
- Maintain a register of complaints/disputes
- Inform customer of the outcome of the investigation
- Refer complaints
- Identify complaints that require referral to other personnel or external bodies
- Make referrals to appropriate personnel for follow up in accordance with individual level of responsibility
- Forward all documents and investigation reports
- Follow up appropriate personnel to gain prompt decisions
- Exercise judgement to resolve customer service issues
- Identify implications of issues for customer and organisation
- Analyse, explain and negotiate appropriate options for resolution with customer
- Propose viable options in accordance with appropriate legislative requirements and enterprise policies
- Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel
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| BSBITU301A |
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Create and use databases
- Create a simple database
- Design a simple relational database with at least 2 tables using a database application, basic design
- principles, software functions and simple formulae
- Develop a table with fields and attributes according to database usage, as well as data considerations and user requirements
- Create a primary key for each table
- Modify table layout and field attributes as required
- Create a relationship between the two tables
- Check and amend data entered in accordance with organisational and task requirements
- Create reports and queries
- Determine information output, database tables to be used and report layout to meet task requirements
- Determine data groupings, search and sort criteria to meet task requirements
- Run reports and queries to check that results and formulae provide the required data
- Modify reports to include or exclude additional requirements
- Use database
- Ensure data input meets designated timelines and organisational requirements for speed and accuracy
- Use manuals, user documentation and online help to overcome problems with database design and production
- Preview, adjust and print database reports or forms in accordance with organisational and task requirements
- Name and store databases in accordance with organisational requirements, and exit application without data loss or damage
- Prepare and distribute reports to appropriate person in a suitable format
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| BSBITU302A |
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Create electronic presentations
- Prepare to create presentation
- Organise personal work environment in accordance with ergonomic requirements
- Determine purpose, audience and mode of presentation in consultation with content author or presenter
- Identify presentation requirements in terms of supporting documents, transparencies and equipment
- Apply work organisation strategies and energy and resource conservation techniques to plan work activities
- Create presentation
- Design slides, notes and handout masters to incorporate organisational and task requirements in relation to image and preferred style, avoiding distractions
- Use software functions for consistency of design and layout to meet identified presentation requirements
- Balance presentation features for visual impact and emphasis
- Use advanced software features to streamline and customise the presentation for different audiences
- Prepare presentations within designated time lines
- Finalise presentation
- Use manuals, user documentation and online help to overcome problems with design and production
- Check presentation for spelling consistency in presentation features and style in accordance with task requirements
- Print presentation materials in accordance with presenter or audience requirements
- Store presentation in accordance with organisational requirements and exit the application without loss or damage
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| BSBITU303A |
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Design and produce text documents
- Prepare and produce word-processed documents
- Use safe work practices to ensure ergonomic, work organisation, energy and resource conservation requirements are addressed
- Identify document purpose, audience and presentation requirements, and clarify with relevant personnel as required
- Identify organisational and task requirements for text-based business documents to ensure consistency of style and image
- Design document structure and layout to suit purpose, audience and information requirements of the task
- Design document to enhance readability and appearance and to meet organisational and task requirements for style and layout
- Use style sheets and automatic functions to ensure consistency of design and layout
- Add tables and other data
- Insert a standard table into a document, changing cells to meet information requirements
- Insert and delete columns and rows as necessary
- Insert images and other data to meet information required specifications
- Produce text documents
- Use advanced software functions to enable efficient production of documents
- Enter or import and edit text and other data to meet required specifications
- Preview, adjust and print documents in accordance with organisational and task requirements
- Name and store text documents in accordance with organisational requirements and exit the application without information loss/damage
- Prepare text documents within designated timelines and organisational requirements for speed and accuracy
- Use manuals, user documentation and online help to overcome problems with document design and production
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| BSBITU304A |
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Produce spreadsheets
- Select and prepare resources
- Adhere to ergonomic, work organisation and occupational health and safety requirements
- Use energy and resource conservation techniques to minimise wastage
- Identify spreadsheet task requirements in relation to data entry, storage, output and presentation
- Plan spreadsheet design
- Ensure spreadsheet design suits the purpose, audience and information requirements of the task
- Ensure spreadsheet design enhances readability and appearance, and meets organisational and task requirements for style and layout
- Use style sheets and automatic functions to ensure consistency of design and layout
- Create spreadsheet
- Ensure data is entered, checked and amended to maintain consistency of design and layout in accordance with organisational and task requirements
- Format spreadsheet using software functions to adjust page and cell layout to meet information requirements, in accordance with organisational style and presentation requirements
- Ensure formulae are tested and used to confirm output meets task requirements, in consultation with appropriate personnel as required
- Use manuals, user documentation and online help to overcome problems with spreadsheet design and production
- Produce simple charts
- Select chart type and design that enables valid representation of numerical data, and meets organisational and task requirements
- Create charts using appropriate data range in the spreadsheet
- Modify chart type and layout using formatting features
- Finalise spreadsheets
- Preview, adjust and print spreadsheet and any accompanying charts in accordance with task requirements
- Ensure data input meets designated timelines and organisational requirements for speed and accuracy
- Name and store spreadsheet in accordance with organisational requirements and exit the application without data loss/damage
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| BSBWOR301A |
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Organise personal work priorities and development
- Organise and complete own work schedule
- Ensure that work goals and objectives are understood, negotiated and agreed in accordance with organisational requirements
- Assess and prioritise workload to ensure tasks are completed within identified timeframes
- Identify factors affecting the achievement of work objectives and incorporate contingencies into work plans
- Use business technology efficiently and effectively to manage and monitor scheduling and completion of tasks
- Monitor own work performance
- Accurately monitor and adjust personal work performance through self-assessment to ensure achievement of tasks
- Ensure that feedback on performance is actively sought and evaluated form colleagues and clients in the context of individual and group requirements
- Identify signs of stress and effects on personal wellbeing
- Identify sources of stress and access appropriate supports and resolution strategies
- Coordinate personal skill development and learning
- Identify personal learning needs and skill gaps using self-assessment and advice from colleagues and clients in relation to role and organisational requirements
- Identify, prioritise and plan opportunities for undertaking personal skill development activities in liaison with work groups and relevant personnel
- Access, complete and record professional development opportunities to facilitate continuous learning and career development
- Incorporate formal and informal feedback into review of further learning needs
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| BSBWRT301A |
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