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COURSE GUIDE

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© Learning Seat Course Guide 2008v1 1

COMPLIANCE AND GOVERNANCE __________________________________ 5

EQUAL EMPLOYMENT AND SEXUAL HARASSMENT _____________________ 6 EQUAL EMPLOYMENT OPPORTUNITY____________________________________________________________________________________ 6 EQUAL EMPLOYMENT OPPORTUNITY REFRESHER _________________________________________________________________________ 6 EEO – BEST PRACTICE RECRUITMENT GUIDELINES ________________________________________________________________________ 6 SEXUAL HARASSMENT PREVENTION_____________________________________________________________________________________ 7 SEXUAL HARASSMENT PREVENTION REFRESHER __________________________________________________________________________ 7

ETHICS AND CONDUCT _____________________________________________ 8 FRAUD AWARENESS (WHISTLEBLOWERS) ________________________________________________________________________________ 8 ETHICS AND CONDUCT _______________________________________________________________________________________________ 8 INTRODUCTION TO ETHICAL THEORY ___________________________________________________________________________________ 8 CODE OF CONDUCT – VICTORIAN PUBLIC SECTOR______________________________________________________________________ 9

CORPORATE GOVERNANCE ________________________________________ 9 APPLIED CORPORATE GOVERNANCE __________________________________________________________________________________ 9 CORPORATE GOVERNANCE – AN INDUCTION__________________________________________________________________________ 9 DUTIES OF OFFICERS AND DIRECTORS _________________________________________________________________________________ 10 FINANCIAL ANALYSIS FOR OFFICERS AND DIRECTORS___________________________________________________________________ 10 NOT-FOR-PROFIT BOARD SECRETARY __________________________________________________________________________________ 10 EFFECTIVE BOARD MEETINGS _________________________________________________________________________________________ 11 THE REGULATORS ____________________________________________________________________________________________________ 11 INTERPRETING COMPANY FINANCIAL STATEMENTS______________________________________________________________________ 11

HEALTH AND SAFETY IN THE WORKPLACE____________________________ 12 OH&S FOR AUSTRALIAN INDUSTRY_____________________________________________________________________________________ 12 OH&S IN THE OFFICE (V2)_____________________________________________________________________________________________ 12 OH&S IN THE OFFICE REFRESHER ______________________________________________________________________________________ 12 OH&S MANUAL HANDLING ___________________________________________________________________________________________ 12 OH&S PERSONAL PROTECTIVE EQUIPMENT_____________________________________________________________________________ 13 OH&S LADDERS AND SCAFFOLDING __________________________________________________________________________________ 13 OH&S MACHINERY AND EQUIPMENT __________________________________________________________________________________ 13 BULLYING PREVENTION _______________________________________________________________________________________________ 14 BULLYING PREVENTION REFRESHER ____________________________________________________________________________________ 14 EMERGENCY MANAGEMENT _________________________________________________________________________________________ 14 ENSURE A SAFE WORKPLACE _________________________________________________________________________________________ 14

PRIVACY _________________________________________________________ 15 PRIVACY ____________________________________________________________________________________________________________ 15 PRIVACY REFRESHER _________________________________________________________________________________________________ 15 PRIVACY – THE VICTORIAN HEALTH RECORDS ACT _____________________________________________________________________ 15 PRIVACY - THE VICTORIAN INFORMATION PRIVACY ACT ________________________________________________________________ 15

TRADES PRACTICES AND CONSUMER AFFAIRS _______________________ 16 TRADE PRACTICES – AN INTRODUCTION (V2)___________________________________________________________________________ 16 TRADE PRACTICES – AN INTRODUCTION REFRESHER ____________________________________________________________________ 16 TRADE PRACTICES AND CONSUMER PROTECTION (FINANCIAL SERVICES) ________________________________________________ 16 TRADE PRACTICES AND CONSUMER PROTECTION ______________________________________________________________________ 17

RECRUITMENT AND SELECTION _____________________________________ 17 RECRUITMENT AND SELECTION ________________________________________________________________________________________ 17

INTRODUCTION TO E-LEARNING____________________________________ 17 INTRODUCTION TO E-LEARNING_______________________________________________________________________________________ 17

CORPORATE INDUCTION __________________________________________ 18


MANAGING PEOPLE AND BUSINESS ________________________________ 19

MANAGING PEOPLE AND BUSINESS ________________________________ 20 CONFLICT MANAGEMENT ____________________________________________________________________________________________ 20 CONTRACTS – THE ESSENTIALS ________________________________________________________________________________________ 20 KEY ACCOUNT MANAGEMENT - ESSENTIALS____________________________________________________________________________ 20 MANAGING AND DEVELOPING TEAMS ________________________________________________________________________________ 21 GREEN OFFICE_______________________________________________________________________________________________________ 21 TAADEL301A PROVIDE TRAINING THROUGH INSTRUCTION AND DEMONSTRATION OF WORK SKILLS_________________________ 21 INTRODUCTION TO TOTAL QUALITY MANAGEMENT _____________________________________________________________________ 22 IMPLEMENT CONTINUOUS IMPROVEMENT______________________________________________________________________________ 22 DEVELOP BUSINESS PLANS AND BUDGETS ______________________________________________________________________________ 22

SELF DEVELOPMENT _______________________________________________ 23 HOW TO MANAGE PRIORITIES_________________________________________________________________________________________ 23 INNOVATION - AN INTRODUCTION ___________________________________________________________________________________ 23 STRESS MANAGEMENT _______________________________________________________________________________________________ 23 MEETINGS – THE ESSENTIALS __________________________________________________________________________________________ 24 HOW TO WRITE EFFECTIVE BUSINESS EMAILS ____________________________________________________________________________ 24 BUSINESS WRITING SKILLS – ESSENTIALS _________________________________________________________________________________ 24 COMMUNICATIONS SKILLS – ESSENTIALS _______________________________________________________________________________ 25

BUSINESS/FRONTLINE MANAGEMENT – FORMAL QUALIFICATIONS ____ 26 CERTIFICATE IV AND DIPLOMA ________________________________________________________________________________________ 26 DELIVERY OPTIONS___________________________________________________________________________________________________ 26 ASSESSMENT_________________________________________________________________________________________________________ 27 COURSE DETAILS_____________________________________________________________________________________________________ 27 BSB51004 DIPLOMA OF BUSINESS (FRONTLINE MANAGEMENT) ___________________________________________________________ 28 BSBFLM501B MANAGE PERSONAL WORK PRIORITIES AND PROFESSIONAL DEVELOPMENT__________________________________ 28 BSBFLM503B MANAGE EFFECTIVE WORKPLACE RELATIONSHIPS __________________________________________________________ 30 BSBFLM505B MANAGE OPERATIONAL PLAN____________________________________________________________________________ 30 BSBFLM506B MANAGE WORKPLACE INFORMATION SYSTEMS ____________________________________________________________ 30 BSBCMN509B FACILITATE CONTINUOUS IMPROVEMENT _________________________________________________________________ 31 BSBFLM512A ENSURE TEAM EFFECTIVENESS_____________________________________________________________________________ 31 BSBFLM514A MANAGE PEOPLE _______________________________________________________________________________________ 31 BSBFLM507B MANAGE QUALITY CUSTOMER SERVICE ___________________________________________________________________ 32 BSBMGT505A ENSURE A SAFE WORKPLACE ____________________________________________________________________________ 33 BSBCM416A IDENTIFY RISK AND APPLY RISK MANAGEMENT PROCESSES __________________________________________________ 33 BSBCMN419A MANAGE PROJECTS ___________________________________________________________________________________ 33 BSB41004 CERTIFICATE IV IN BUSINESS (FRONTLINE MANAGEMENT)_______________________________________________________ 34 BSBCMN402A DEVELOP WORK PRIORITIES _____________________________________________________________________________ 34 BSBFLM403B IMPLEMENT EFFECTIVE WORKPLACE RELATIONSHIPS ________________________________________________________ 35 BSBCMN405B IMPLEMENT OPERATIONAL PLAN ________________________________________________________________________ 35 BSBCMN411A MONITOR A SAFE WORKPLACE__________________________________________________________________________ 35 BSBFLM412A PROMOTE TEAM EFFECTIVENESS __________________________________________________________________________ 36 BSBCMN410A CO-ORDINATE IMPLEMENTATION OF CUSTOMER SERVICE STRATEGIES _____________________________________ 36 BSBCM416A IDENTIFY RISK AND APPLY RISK MANAGEMENT PROCESSES __________________________________________________ 36 BSBFLM409B IMPLEMENT CONTINUOUS IMPROVEMENT__________________________________________________________________ 37

PROJECT MANAGEMENT __________________________________________ 38 PROJECT MANAGEMENT – AN INTRODUCTION _________________________________________________________________________ 38 PROJECT MANAGEMENT – ESSENTIALS_________________________________________________________________________________ 38

PROJECT MANAGEMENT – FORMAL QUALIFICATIONS ________________ 39 BSB41504 CERTIFICATE IV IN PROJECT MANAGEMENT___________________________________________________________________ 39 ASSESSMENT_________________________________________________________________________________________________________ 39 PM1 UNDERSTANDING PROJECT MANAGEMENT _______________________________________________________________________ 40 PM2 PROJECT SCOPE MANAGEMENT (BSBPM401A) ____________________________________________________________________ 40 PM3 PROJECT TIME MANAGEMENT (BSBPM402A) ______________________________________________________________________ 40 PM4 PROJECT COST MANAGEMENT (BSBPM403A) _____________________________________________________________________ 41 PM5 PROJECT QUALITY MANAGEMENT (BSBPM404A)___________________________________________________________________ 41 PM6 PROJECT RISK MANAGEMENT (BSBPM407A) _______________________________________________________________________ 41 PM7 PROJECT HUMAN RESOURCE MANAGEMENT (BSBPM405A)_________________________________________________________ 42 PM8 PROJECT COMMUNICATIONS MANAGEMENT (BSBPM406A) ________________________________________________________ 42


PM9 PROJECT PROCUREMENT MANAGEMENT (BSBPM408A) ____________________________________________________________ 42

SPECIALIST INDUSTRY COURSES ____________________________________ 43

RECRUITMENT_____________________________________________________ 43 RECRUITMENT E-NDUCTION ___________________________________________________________________________________________ 43 EEO – BEST PRACTICE RECRUITMENT GUIDELINES _______________________________________________________________________ 44 PRIVACY FOR THE ONHIRE AND RECRUITMENT INDUSTRY ________________________________________________________________ 44 EFFECTIVE REFERENCE CHECKING_____________________________________________________________________________________ 44 RECRUITMENT AND SELECTION ________________________________________________________________________________________ 45 DEVELOP BUSINESS STRATEGIES TO EXPAND CLIENT DATABASE __________________________________________________________ 45 DEVELOP STRATEGIES TO SOURCE AND ASSESS CANDIDATES ____________________________________________________________ 45 DEVELOP EMPLOYMENT MANAGEMENT SERVICES FOR CANDIDATES ____________________________________________________ 46 MANAGE THE RECRUITMENT PROCESS FOR CLIENT ORGANISATIONS _____________________________________________________ 46

RECRUITMENT – FORMAL QUALIFICATIONS __________________________ 47 BSB41904 CERTIFICATE IV IN BUSINESS (EMPLOYMENT SERVICES) _________________________________________________________ 47 ASSESSMENT_________________________________________________________________________________________________________ 47 COURSE DETAILS_____________________________________________________________________________________________________ 47

FINANCIAL SERVICES______________________________________________ 48 DERIVATIVES - FUNDAMENTALS________________________________________________________________________________________ 49 FOREIGN EXCHANGE - FUNDAMENTALS _______________________________________________________________________________ 49 INTRODUCTION TO FINANCIAL SERVICES AND PRODUCTS_______________________________________________________________ 49 THE AUSTRALIAN TAXATION SYSTEM AND FINANCIAL STRATEGIES ________________________________________________________ 50 SMSF PROGRAM (2006) ______________________________________________________________________________________________ 50 TRADES PRACTICES AND CONSUMER PROTECTION (FINANCIAL SERVICES) _______________________________________________ 50 ETHICS 01 - INTRODUCTION TO ETHICAL THEORY________________________________________________________________________ 50 ETHICS 02 – PROFESSIONAL OBLIGATIONS OF A FINANCIAL ADVISOR ____________________________________________________ 50 ETHICS 03 – THE ADVISOR/CLIENT RELATIONSHIP________________________________________________________________________ 50 ETHICS 04 – CONFLICT OF INTEREST AND THE FINANCIAL ADVISOR _______________________________________________________ 50 RG 146 TIER 2 – COMPLIANCE TRAINING PROGRAM (V2) _______________________________________________________________ 51 RG 146 TIER 2 - COMPLIANCE TRAINING PROGRAM (GI) - GENERAL ADVICE (V2)_________________________________________ 51 RG 146 TIER 2 - COMPLIANCE TRAINING PROGRAM (GI) - PERSONAL ADVICE (V2)________________________________________ 51 RG 146 TIER 1 - SUPERANNUATION (GENERAL ADVICE)__________________________________________________________________ 52 RG 146 TIER 1 – LIFE INSURANCE (GENERAL ADVICE)____________________________________________________________________ 52 RG 146 TIER 1 – MANAGED INVESTMENTS AND SHARES (GENERAL ADVICE)_______________________________________________ 52 ANTI-MONEY LAUNDERING ___________________________________________________________________________________________ 53

HOSPITALITY ______________________________________________________ 54 THHCOR03B: FOLLOW HEALTH, SAFETY AND SECURITY PROCEDURES _____________________________________________________ 54 THHGHS01B: FOLLOW WORKPLACE HYGIENE PROCEDURES _____________________________________________________________ 54 THHBFB09B PROVIDE RESPONSIBLE SERVICE OF ALCOHOL_______________________________________________________________ 55

LOCAL GOVERNMENT _____________________________________________ 56 COUNCILLOR INDUCTION ____________________________________________________________________________________________ 56 FRAUD AWARENESS (WHISTLEBLOWERS) _______________________________________________________________________________ 56 CHARTER OF HUMAN RIGHTS AND RESPONSIBILITIES ____________________________________________________________________ 56 CODE OF CONDUCT – VICTORIAN PUBLIC SECTOR_____________________________________________________________________ 57 PRIVACY - THE VICTORIAN INFORMATION PRIVACY ACT ________________________________________________________________ 57 PRIVACY – THE VICTORIAN HEALTH RECORDS ACT _____________________________________________________________________ 57

MEDICAL PRACTICE _______________________________________________ 58 COURSE IN DIABETES MANAGEMENT IN THE GENERAL CARE SETTING (NADC001A)________________________________________ 58 ULCERATION OF THE LOWER LEGS_____________________________________________________________________________________ 58 UNDERSTANDING THE MEDICARE BENEFITS SCHEDULE __________________________________________________________________ 58

AGED AND COMMUNITY SERVICES _________________________________ 59 CHCAC3C: ORIENTATION TO AGED CARE WORK ______________________________________________________________________ 59 CHCAC3C: ORIENTATION TO AGED CARE WORK - FORMAL ASSESSMENT ________________________________________________ 59 CHCCS303A PROVIDE PHYSICAL ASSISTANCE WITH MEDICATION________________________________________________________ 59


CHCAC15A PROVIDE CARE AND SUPPORT FOR PEOPLE WITH DEMENTIA_________________________________________________ 60 OH&S FOR AGED CARE WORKERS ____________________________________________________________________________________ 60 OH&S FOR AGED CARE WORKERS - NSW ______________________________________________________________________________ 60

AGED AND COMMUNITY SERVICES – FORMAL QUALIFACATIONS _____ 61 CHC30102 CERTIFICATE III IN AGED CARE WORK _______________________________________________________________________ 61 CHC30302 CERTIFICATE III IN DISABILITY WORK _________________________________________________________________________ 62 CHC40302 CERTIFICATE IV IN DISABILITY WORK_________________________________________________________________________ 63

IT AND COMPUTING APPLICATIONS COURSE BUNDLES ______________ 64 IT CERTIFICATION TRAINING___________________________________________________________________________________________ 64 MICROSOFT OFFICE__________________________________________________________________________________________________ 64 MICROSOFT OPERATING SYSTEMS _____________________________________________________________________________________ 64

IT AND COMPUTING APPLICATIONS - INDIVIDUAL TITLES______________ 65 MICROSOFT OFFICE__________________________________________________________________________________________________ 65 MICROSOFT OPERATING SYSTEMS _____________________________________________________________________________________ 65 WORD PROCESSING _________________________________________________________________________________________________ 66 GRAPHICS/ PUBLISHING ______________________________________________________________________________________________ 66 DATABASES/CRM ____________________________________________________________________________________________________ 66 COMPUTERS_________________________________________________________________________________________________________ 66 LOTUS_______________________________________________________________________________________________________________ 66 INTERNET/ WEBMASTER _______________________________________________________________________________________________ 66

C O M P L I A N C E A N D G O V E R N A N C E



Best practice compliance training mapped to Australian legislative requirements.

Courses include: Equal Opportunity and Sexual Harassment • Equal Employment Opportunity • Equal Employment Opportunity

Refresher • EEO – Best Practice Recruitment

Guidelines • Sexual Harassment Prevention • Sexual Harassment Prevention

Refresher Ethics and Conduct • Fraud Awareness (Whistleblowers) • Ethics and Conduct • Code of Conduct – Victorian

Public Sector • Introduction to Ethical Theory • Conflicts of Interest and the

Financial Advisor • The Advisor/Client Relationship • The Professional Obligations of

the Financial Advisor

Governance • Applied Corporate Governance • Corporate Governance – An

Induction • Duties of Officers and Directors • Financial Analysis for Officers and

Directors • Not-for-Profit Board Secretary • Effective Board Meetings • The Regulators • Interpreting Company Financial

Statements Health and Safety in the Workplace • OH&S for Australian Industry • OH&S in the Office (V2) • OH&S in the Office Refresher • OH&S Manual Handling • OH&S Personal Protective

Equipment • OH&S Ladders and Scaffolding • OH&S Machinery and Equipment

Safety • Bullying • Bullying Prevention Refresher • Emergency Management • Health and Safety in the Office

(NZ) (V2) • Ensure a Safe Workplace

(BSBMGT505A) Privacy • Privacy • Privacy Refresher • Privacy (NZ) • Privacy – The Victorian Health

Records Act • Privacy – The Victorian

Information Privacy Act

Trades Practices and Consumer Affairs • Trades Practices – An Introduction • Trade Practices – An Introduction

Refresher • Trades Practices and Consumer

Protection Recruitment and Selection • Recruitment and Selection • Risk Management • Cost Reduction • Legal Responsibility • Low WorkCover Premium Legislative requirements throughout Australia dictate a minimum standard for all business practices. It is essential to know your duties as a manager and employee to protect yourself and your business against liability. Employers have a duty of care to ensure staff are properly trained in key areas. Failure to demonstrate effective training can lead to possible fines and possible imprisonment should severe injury or death occur. Online compliance training enables fast, consistent delivery anywhere in Australia, providing a fundamental audit trail for your peace of mind. Demonstrating a consistent overall quality system for induction and OH&S via the online programs can potentially reduce WorkCover insurance premiums in some states. Reduce risk in your organisation. Improve confidence, trust and ultimately your business reputation. Beneficial for general awareness in all industries and across all organisational levels. Of particular interest to OH&S Managers and Representatives, Local Area Managers, Human Resource Managers, General Managers, Managing Directors, Compliance and Risk Managers.



E Q U A L E M P L O Y M E N T A N D S E X U A L H A R A S S M E N T

EQUAL EMPLOYMENT OPPORTUNITY Essential for all employees, management, and people involved in Recruitment/Human Resources, to understand the legislative requirements of Equal Employment Opportunity. The Equal Opportunity Act recognises and promotes everyone’s right to a fair go by making discrimination and harassment - based on a number of personal attributes - unlawful. This course covers discrimination in employment and is designed to provide general awareness training across all organisational levels.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Concepts of discrimination and

harassment; • Three steps to follow if you feel

you are being discriminated against;

• Specific personal attributes of public life upon which discrimination is unlawful;

• Workplace scenarios to the concept of discrimination;

• Whether you have a right to take a workplace discrimination complaint to the Equal Opportunity Commission.

Duration 1hr nominal

EQUAL EMPLOYMENT OPPORTUNITY REFRESHER Ensure you stay at the peak of your compliance requirements and keep the knowledge fresh in your mind. This course is designed to be a refresher for participants who have previously completed the Learning Seat ‘Equal Employment Opportunity’ course.

COURSE OBJECTIVES This course will refresh your knowledge of: • Key concepts; • Personal characteristics; • How to respond to unacceptable

behaviour. Duration 45mins nominal

EEO – BEST PRACTICE RECRUITMENT GUIDELINES Essential for anyone involved in recruiting including recruitment agents, HR professionals, online recruitment companies, companies hiring out contract workers, small businesses and/or community based organisations that employ people. Both recruitment professionals and employers have legal obligations under the Equal Opportunity Act. They can go further than the minimum requirements and develop best practice strategies towards equal opportunity in recruitment. The guidelines presented in this course help achieve the highest standards of anti-discriminatory practices in recruitment. They have been developed in partnership with Equal Opportunity Commission Victoria and Recruitment and Consulting Services Association and have been adapted for national application.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • State and Federal law relating to

EEO in employment; • Best practice recruitment

guidelines are.




SEXUAL HARASSMENT PREVENTION Essential for all employees and managers to understand the legislative requirements relating to sexual harassment in the workplace. This course will provide you with an introduction to the issues relating to sexual harassment and the laws which protect against such behaviour in the workplace. It is designed to build a general awareness of privacy obligations under Commonwealth legislation.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • What constitutes harassment in

the workplace; • What constitutes sexual

harassment; • Laws which protect against

sexual harassment; • Ways in which sexual harassment

may be prevented and managed.

Duration 30mins nominal

SEXUAL HARASSMENT PREVENTION REFRESHER

Remain at the peak of your compliance requirements and ensure you keep the potential risks fresh in your mind. This course is designed to be a refresher for participants who have previously completed the Learning Seat ‘Sexual Harassment Prevention’ course. In this course, we will review what constitutes sexual harassment, as well as what you should do if you or a colleague should be exposed to any form of sexual harassment.

COURSE OBJECTIVES This course will refresh your knowledge of: • What constitutes sexual

harassment; • How to respond to unacceptable

behaviour. Duration 30mins nominal



E T H I C S A N D C O N D U C T

FRAUD AWARENESS (WHISTLEBLOWERS) Essential for anyone working in the public sector wanting to know more about the laws that protect against exposing public sector wrong-doing. This module focuses on ethical behaviour and explores links between ethics, fraud, and corruption control. It specifically outlines the steps to take if you are aware of any fraudulent activity, and the laws that protect you should you expose such behaviour (namely, the Whistleblowers Protection Act 2001).

COURSE OBJECTIVES This course will provide you with: • Greater awareness of what

constitutes fraudulent and/or corrupt behaviour;

• An understanding of the Whistleblowers Protection Act 2001;

• An understanding of how you can contribute to an ethical culture where fraud and corruption is strongly rejected;

• The steps to take should you wish to report fraudulent activity.


ETHICS AND CONDUCT Essential for anyone committed to providing best practice standards of ethical and professional conduct within the workplace. This course will provide you with an understanding of how to behave and conduct yourself in the workplace. The Code of Conduct provides an overarching standard that clearly outlines expectations of acceptable conduct for employees at all levels and third parties involved in performing duties or acting on our behalf.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • What constitutes ethics and

integrity in the workplace; • Appropriate use of assets and

resources; • Steps to undertake when a

disclosable interest exists in the workplace.


INTRODUCTION TO ETHICAL THEORY This module provides an introduction to ethical theory and the application of ethical principles in the day-to-day work of a financial advisor. The module also considers the key factors which may influence the ethical reasoning and ethical behaviour of a professional advisor.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • What ethics is; • Ethics in theory; • Application of ethical principles; • Factors which influence ethical

behaviour; • Link between ethics and

professionalism.




CODE OF CONDUCT – VICTORIAN PUBLIC SECTOR Essential for anyone working within the Victorian Public Sector who is committed to providing best practice in ethical and professional standards of service to the community. This course builds upon the employment and conduct principles contained in the Public Sector Management and Employment Act 1998. It highlights the importance of commitment to high standards of professionalism, service to the community and ethics.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Public Sector conduct principals

and employment principals; • What behaviour is expected both

personally and professionally as an employee in the public sector;

• How to use and release information;

• What to do when faced with issues relating to conflict of interest, financial matters and outside employment;

• Legislation that applies to the Victorian Government Public Sector.


C O R P O R A T E G O V E R N A N C E

APPLIED CORPORATE GOVERNANCE Essential training for all board members, company secretaries, directors and high level executives across all industry types. This course is part of a series developed in partnership with the Chartered Secretaries of Australia. It will provide you with an understanding of the principles guiding corporate governance.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Traditional model of governance:

an overview; • Policy-based governance; • General dilemmas implicit in the

governance model; • Reporting on governance; • The roles of the chair; • What makes for a good board or

governing body member; • Some general strategies for

improving corporate governance;

• Directors’ duties and governance.

Duration 2hrs nominal

CORPORATE GOVERNANCE – AN INDUCTION Essential training for all board members, company secretaries, directors and high level executives across all industry types. This course is part of a series developed in partnership with the Chartered Secretaries of Australia. It will provide you with an understanding of corporate governance.

COURSE OBJECTIVES At the successful completion of this course’ you should be able to understand and explain: • Why corporate governance is

important; • Specific roles of directors,

managers and employees; • Lessons learnt from the past; • Emerging and recurring issues of

corporate governance; • Industry responses to governance

issues; • The Corporate Governance

Framework in Australia; • Effects of changes on

organisations and individuals; • Benefits of good governance

versus costs of bad governance; • How you can incorporate

corporate governance practices into your daily routine;

• Australian standards; • International standards.




DUTIES OF OFFICERS AND DIRECTORS Essential training for all board members, company secretaries, directors and high level executives across all industry types. This course is part of a series developed in partnership with the Chartered Secretaries of Australia. It will provide you with an understanding of the duties of officers and directors.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Directors: role and type; • Duty to act in good faith in the

best interests of the company; • Duty to act for proper purposes; • Duty to act with due care and

diligence; • Duty not to misuse position or

information; • Duty to avoid conflicts; • Duty not to fetter discretions; • Duty to prevent insolvent trading; • Subsidiaries and joint ventures; • Current issues and future

directions; • Restricting the liability of directors

for breaches; • Consequences of breaching the

duties of directors; • Occupational health and safety

(OH&S) obligations; • Directors: appointment, removal

and disqualification. Duration 3hrs nominal

FINANCIAL ANALYSIS FOR OFFICERS AND DIRECTORS Essential training for all board members, company secretaries, directors and high level executives across all industry types. This course is part of a series developed in partnership with the Chartered Secretaries of Australia. It will provide you with an understanding of a company’s financial statements, that is, the statement of financial position, the statement of financial performance and the cash flow statement.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Accounting concepts on which

the preparation of financial statements are based;

• Major elements of financial statements;

• Linkages between financial statements;

• Some controversies involved in the preparation of financial statements;

• Limitations of the information contained in financial statements;

• Content - relevance and reliability of specific information contained in a set of financial statements.


NOT-FOR-PROFIT BOARD SECRETARY Essential training for all board members, company secretaries, directors and high level executives across all industry types. This course is part of a series developed in partnership with the Chartered Secretaries of Australia. It will provide you with an understanding of the duties of officers and directors.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Core duties and responsibilities

individuals accept when they take positions as directors or managers of a not-for-profit organisation;

• Legal responsibilities attaching to these positions;

• Corporate governance issues which arise and provide some helpful tips in overcoming any difficulties.




EFFECTIVE BOARD MEETINGS This course, for practising directors, outlines the purpose of board meetings and details strategies for ensuring board meetings are both productive and effective. The best boards are creative, future-oriented and strategic, but are also aware of their monitoring and compliance roles. This course, developed by the Australian Institute of Company Directors, provides essential tips on how to achieve the best outcomes from your board meetings.

COURSE OBJECTIVES At the end of this course, you will be able to: • Prepare for successful board

meetings; • Better understand board meeting

protocols; • Participate effectively in board

meetings.


THE REGULATORS If you are a practising director who wants to know more about the regulators that affect your organisation, this course will help you better fulfil your role. This course will provide you with an understanding of the main authorities that regulate companies. Developed by the Australian Institute of Company Directors, it includes information regarding what these regulators do, how they can help you and what they expect of you.

COURSE OBJECTIVES At the end of this course, you will know how to obtain answers to the following questions: • Which regulators affect my

company? • Which parts of my company are

affected? • How do I find out the broad

outline of regulators’ requirements and where to get information about changes?

• What arrangements does my company have in place to ensure compliance with regulators’ requirements?

• Does my company have any significant dealings with a regulator?


INTERPRETING COMPANY FINANCIAL STATEMENTS Ideal for practising directors who wish to go beyond the jargon about financial statements and obtain a better understanding of the figures.

Are you uncertain of your director’s duties regarding financial statements? Not sure which questions to ask? Or do you just lack the confidence to make financial decisions?

This course, developed by the Australian Institute of Company Directors, provides a guide to the simple calculations you need to make to assess the financial position of any organisation.

COURSE OBJECTIVES At the end of this course, you will be able to: • Understand Director’s duties

regarding financial statements; • Ask relevant questions about

financial reports; • Assess company performance

using trends, ratios and audit reports;

• Monitor and identify warning signs of insolvency;

• Make financial decisions with confidence.




H E A L T H A N D S A F E T Y I N T H E W O R K P L A C E

OH&S FOR AUSTRALIAN INDUSTRY Essential for all employers and employees. This course is designed to educate employees about the OH&S framework and principals and assist in reinforcing an employer's commitment to building and maintaining a safe working culture. It provides an overview of the risk management approach to OH&S and an understanding of workplace consultation relating to OH&S (in some states this is also a legal requirement).

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Legislative requirements behind

OH&S; • Who is responsible under the

OH&S legislative requirements; • The Risk Management Approach

to OH&S and how to identify hazards, assess and control risks;

• How to consult about OH&S issues in the workplace.

Duration 1.5hrs nominal

OH&S IN THE OFFICE (V2) Essential for anyone working in an office environment. This course is designed to educate employees about the OH&S framework and principals and assist in reinforcing an employer's commitment to building and maintaining a safe working culture. This course focuses specifically on risks within an office environment.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Employee responsibilities, rights

and obligations relating to OH&S; • Potential hazards in an office

environment and suggest remedial actions;

• Causes of occupational overuse injuries of office workers and outline preventative measures;

• Risks associated with inappropriate consumption of alcohol and drugs.


OH&S IN THE OFFICE REFRESHER Ensure you stay at the peak of your compliance requirements and keep the potential risks fresh in your mind. This course is designed to be a refresher for participants who have previously completed the Learning Seat ‘OH&S in the Office’ course.

COURSE OBJECTIVES In this course, you will recap: • What your responsibilities are

according to the law; • Common office hazards and

injuries; • How to prevent and eliminate

hazards; • Negative impacts of drugs and

alcohol. Duration 45 mins nominal

OH&S MANUAL HANDLING Essential for anyone exposed to manual handling duties as part of their employment, or who are committed to best practice in safety and risk minimisation. Manual handling is the single biggest cause of workplace injuries! This course highlights the risk of injury that can result from improper manual handling and it provides an overview of safe practices related to manual handling. It is designed as an awareness program and is suitable for all staff who are exposed to manual handling. It may be undertaken as a separate short course, or combined with other courses as part of a broader program of Occupational Health and Safety.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Dangers associated with

improper manual handling; • Steps involved in safe manual

handling. Duration 20mins nominal



OH&S PERSONAL PROTECTIVE EQUIPMENT Essential for anyone exposed to machinery or equipment, or who operates within an environment where physical injury may occur, including injury to sight or hearing. The course may also be valuable for supervisors and team leaders who are committed to best practice in safety and risk minimisation. This course will provide you with a basic understanding of the general types of personal protective equipment (PPE) that are available in the industry. It will also provide instructions in their proper use. This course is designed as an awareness program and It may be undertaken as a separate short course, or combined with other courses as part of a broader program of OH&S.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Main types of PPE, including dress,

hand, foot, head, eye, hearing and respiratory protection;

• The proper use of PPE; • The importance of proper risk

(hazard) identification. Duration 20mins nominal

OH&S LADDERS AND SCAFFOLDING Essential for anyone exposed to ladders and scaffolding, including supervisors and team leaders who are committed to best practice in safety. This course will provide you with an overview of safe installation practices for ladders and scaffolds. It is designed as an awareness program and may be undertaken as a separate short course or combined with other courses as part of a broader program of OH&S.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • General types of ladders and

scaffolds; • Safe installation and use of

ladders and scaffolds.


OH&S MACHINERY AND EQUIPMENT Ideal for anyone working with machinery and equipment, or who are committed to best practice in safety and risk minimisation. This course will provide you with an overview of safe practices related to the operation of machinery and equipment. It is designed as an awareness program and may be undertaken as a separate short course, or combined with other courses as part of a broader program of occupational health and safety.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • The importance of guards and

other safety devices for certain types of equipment;

• The need to properly de-energise machinery and equipment before performing service or repair work;

• The need to carry out periodic risk (hazard) assessment, and follow-up action.




BULLYING PREVENTION General awareness training for employers and employees looking to improve their understanding of their rights and obligations according to the law. Did you know that up to two million Australians will be harassed or bullied at work, while up to five million will experience workplace harassment at some time during their career? Do you know what your rights are as an employer or employee? This course is designed to provide you with the knowledge of what constitutes bullying in the workplace, what laws protect against such behaviour, how to seek assistance should you feel you are the victim of bullying in the workplace, and what you should do as an employer if a complaint of bullying has been raised.

COURSE OBJECTIVES At the successful completion of this course, you should: • Understand what types of

behaviour constitute bullying; • Know how bullying impacts the

individual, fellow workers, and the organisation;

• Understand the laws that prevent bullying, and your organisation’s obligations;

• Know how to seek help within your organisation, and externally;

• Know your company policy on bullying.


BULLYING PREVENTION REFRESHER Essential training for employers and employees wanting to stay at the peak of their compliance requirements and keep the potential risks fresh in their mind. This course is designed to be a refresher for participants who have previously completed the Learning Seat ‘Bullying Preventions’ course.

COURSE OBJECTIVES In this course. we will review: • The core behaviours that

constitute bullying; • The legislation that prohibits such

behaviour; • What you should do if you, or a

colleague, are a victim of bullying;

• What you should do as an employer if complaints of bullying arise.


EMERGENCY MANAGEMENT General awareness training for all members of staff in an organisation. This course will provide you with information about potential fire hazards in the working environment; how to minimise risk of fire; the responsibilities of wardens in the workplace; and what to do if it is necessary to evacuate.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Potential fire hazards in your

organisation and how to minimise risks;

• What to do if an evacuation is necessary;

• What the responsibilities of the wardens are in your organisation.


ENSURE A SAFE WORKPLACE Essential for supervisors or frontline managers who wish to know more about implementing and managing OH&S systems. The implementation, ongoing maintenance and regular review of an OH&S system are essential management functions of Australian businesses and government organisations alike. This course will provide you with an understanding of your responsibilities under the participative arrangements guiding Australian OH&S Legislation and to help ensure your consultative processes fulfil the regulatory requirements.

COURSE OBJECTIVES At the successful completion of this course, you should be able to: • Establish and maintain an OH&S

system in line with the relevant legislative requirements, codes of practice, standards and guidance materials, and state jurisdiction;

• Establish and maintain participative arrangements with employees and their representatives in accordance with relevant OH&S legislation;

• Develop and implement procedures for ongoing hazard identification, risk assessment and risk control in the workplace;

• Develop and implement a training plan for your work group based on a comprehensive risk assessment and gap analysis.

This course can also be completed as part of the Diploma of Business or Diploma of Management. Duration 3hrs nominal



P R I V A C Y

PRIVACY Essential for anyone working in the Private Sector who handles personal information regarding customers, business contacts or staff. The privacy regime sets standards for the way Australian private sector organisations handle and manage personal information about individuals. By equipping yourself with knowledge of the Privacy Laws, you can ensure that personal information is handled correctly within your organisation. You can also protect yourself against misuse of your own personal information. This Privacy course aims to help you understand your obligations with regards to the collection, storage and disclosure of personal information. COURSE OBJECTIVES This course will arm you with the skills to: • Understand the 10 National

Privacy Principles; • Understand your obligations as an

employee to uphold the Principles;

• Be able to apply the National Privacy Principles in particular situations in your workplace.10 National Privacy Principles.


PRIVACY REFRESHER Ideal for anyone who has completed the Learning Seat ‘Privacy’ course and wants to refresh their knowledge. A brief review of the core concepts surrounding the privacy laws will be covered in this module.

COURSE OBJECTIVES In this course, we will review: • The Privacy laws; • The 10 National Privacy Principles. Duration 30mins nominal

PRIVACY – THE VICTORIAN HEALTH RECORDS ACT Applicable to anyone working in the Health, Disability or Aged Care sectors within both public and private sectors within Victoria. The Health Records Act 2001 creates a framework to protect the privacy of individuals' health information. Learn how it regulates the collection and handling of health information in order to protect privacy and promote patient autonomy. This knowledge helps ensure safe and effective service delivery, and the continued improvement of health services.

COURSE OBJECTIVES Learn about: • The 11 Health Privacy Principles; • Your obligations as an employee

to uphold the Health Privacy Principles;

• How to apply the Health Privacy Principles to particular situations in your workplace.


PRIVACY - THE VICTORIAN INFORMATION PRIVACY ACT If you are working within a Victorian government organisation, statutory body, or local council, this course is essential for you. Learn about the legal requirements which apply in relation to the collection and handling of private information within the Victorian Public Sector. Ensure you are correctly handling personal information regarding customers, residents, business contacts or staff.

COURSE OBJECTIVES At the completion of this course, you should be able to understand and explain: • The 10 Information Privacy

Principles; • Your obligations as an employee

to uphold the Information Privacy Principles;

• How to apply the Information Privacy Principles in particular situations in your workplace.




T R A D E S P R A C T I C E S A N D C O N S U M E R A F F A I R S

TRADE PRACTICES – AN INTRODUCTION (V2) This course is essential for all consumers and goods and service providers in Australia. The Consumer Protection provisions of the Trade Practices Act 1974 exist to protect the rights of consumers, and ensure fair competition is maintained. This course covers the provisions that prohibit misleading and deceptive conduct, and those that prohibit false or misleading representations. Using everyday language and real-world examples, this program is adapted from materials and experiences of the Australian Competition and Consumer Commission (ACCC) and from leading cases, and aims to build a general awareness of your obligations under the law.

COURSE OBJECTIVES At the successful completion of this course, you should be able to: • State the main objectives of the

TPA and the role of the ACCC; • Understand the Consumer

Protection Provisions of the TPA, including deceptive or misleading conduct, and false or misleading representations;

• List the penalties and other remedies applicable to a breach of the Consumer Protection Provisions of the TPA.


TRADE PRACTICES – AN INTRODUCTION REFRESHER For those who have completed the Learning Seat course ‘Trade Practices – An Introduction’, this course will provide you with a succinct review of the core concepts previously covered.

COURSE OBJECTIVES This course recaps the following: • The main objectives of the TPA

and the role of the ACCC; • The Consumer Protection

Provisions of the TPA, including deceptive or misleading conduct, and false or misleading representations;

• The penalties and other remedies applicable to a breach of the TPA.


TRADE PRACTICES AND CONSUMER PROTECTION (FINANCIAL SERVICES) Essential for all individuals and organisations providing goods or services in the Financial Services Industry in Australia. The material presented in this course is provided by the Australian Competition and Consumer Commission (ACCC). This course will provide you with an understanding of the requirements for fair and ethical behaviour which are placed upon individuals and organisations providing financial services. This course addresses the requirements of the Trade Practices Act, 1974 and the ASIC Act, 2001.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • The ACCC and its guiding

legislation; • Restrictive trade practices and

the concept of misuse of market power;

• Unconscionable conduct and the main restrictions under the TPA, 1974;

• Consumer protection and the rights of consumers under the Australian Securities and Investment Commission Regulations (ASIC).




TRADE PRACTICES AND CONSUMER PROTECTION Essential for all individuals and organisations providing goods or services in Australia looking for detailed information about the Trade Practices legislation. This course will provide you with a broad overview of the Trade Practices Act, including the restrictive trade practices provisions, and the Consumer Protection Provisions. This program is adapted from materials and experiences of the Australian Competition and Consumer Commission (ACCC) and from leading cases, and aims to build a general awareness of your obligations under the law.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • The ACCC and the philosophy,

provisions and administration of the TPA, 1974;

• Restrictive trade practices and the concept of misuse of market power;

• Unconscionable conduct and the main restrictions under the TPA, 1974;

• Consumer Protection and the rights of consumers.


R E C R U I T M E N T A N D S E L E C T I O N

RECRUITMENT AND SELECTION Essential for all individuals involved in hiring staff including recruitment consultants, HR professionals or managers within organisations. This course will provide you with an understanding of how to establish a recruitment and selection process to ensure there is consistency in the way you recruit and to ensure the best person is selected for the job every time.

COURSE OBJECTIVES At the successful completion of this course you should be able to understand and explain: • Different stages of the

recruitment and selection process • How to develop accurate job

descriptions and person specifications

• How to identify, evaluate and select from alternative recruitment strategies

• How to employ suitable selection procedures

• How to organise and conduct effective pre-selection interviews

• How to identify and employ sources and processes for verifying information about candidates


I N T R O D U C T I O N T O E - L E A R N I N G

INTRODUCTION TO E-LEARNING A perfect opportunity to discover just how easy e-learning can be, this course is essential for participants who wish to learn more about what they might experience when completing a Learning Seat e-learning course.

COURSE OBJECTIVES “Introduction to e-learning” includes easy-to-follow instructions on how to navigate your way through a program, as well as examples of interactive activities, and additional functional features of the programs. If you have never experienced e-learning before, this is the perfect introduction for you. Duration: 15 mins

C O R P O R A T E I N D U C T I O N


www.learningseat.com

C O R P O R A T E I N D U C T I O N Introduce new employees to your organisation via an interactive and engaging online corporate induction program. Online inductions provide a leading edge way of delivering essential company information to your new staff members and provide a perfect compliment to the more personal meet and greet components of an induction. Interactive and engaging, online induction programs provide a cultural experience for the user, promoting the look and feel, as well as the values and missions of your company. Linking directly to your company intranet or website, valuable documents and policies can also be sourced throughout the program. Tailored personally to your requirements, online inductions can include anything from company history, locations, emergency procedures, leave entitlements, Head Office contacts, compliance and workplace procedures. High multi-media graphics and photos ensure the program engages the user. The programs can contain audio components enabling a personal introduction to be made to all new starters by the company CEO. Induction can be delivered anywhere in Australia, at anytime in a consistent, professional and succinct manner. A perfect solution for the difficult task of delivering onsite induction programs to multiple sites. Delivering induction in an online format also eliminates time lag between an employees start date and their training ensuring that everyone receives the right introduction from day one. For assistance designing your online company induction program, please contact your relevant state Learning Seat office:

Melbourne Head Office 1300 131 151 Queensland (07) 3666 6846

NSW (02) 9288 7619

M A N A G I N G P E O P L E A N D B U S I N E S S



Core leadership skills essential for all emerging leaders within your organisation.

Courses include: • Conflict Management • Contracts – The Essentials • Key Account Management –

Essentials • Managing and Developing

Teams • Green Office • TAADEL301A Provide training

through instruction and demonstration of work skills

• Introduction to Total Quality

Management • Implement Continuous

Improvement • Develop Business Plans and

Budgets

See also our Formal Qualification section for Business/Frontline Management courses including: Certificate IV in Business/Frontline Management • Develop Work Priorities • Coordinate Implementation of

Customer Service Strategies • Monitor a Safe Workplace • Identify Risk and Apply Risk

Management Processes • Manage Projects • Implement Effective Workplace

Relationships • Implement Operational Plan Diploma of Business/Frontline Management • Manage Personal Work Priorities

and Professional Development • Manage Effective Workplace

Relationships • Manage Operational Plan • Manage Workplace Information

Systems • Manage Quality Customer

Service • Facilitate Continuous

Improvement • Ensure Team Effectiveness • Manage People • Ensure a Safe Workplace

Key benefits include: • Improved organisational

direction and control • Improved confidence in

management ability • Improved ability to deliver key

management results • Improved productivity • Better staff retention • Convenient online delivery of

training that can be completed as and when required

Potential to achieve nationally recognised qualifications if completing units from the Business/Frontline Management streams Core management skills provide you with the ability to: develop teams to achieve objectives; understand the nature of conflict and use creative techniques to resolve and avoid disputes; formulate, maintain and review business contracts to gain maximum advantage; drive key accounts to higher relationship levels; and make the right decisions to get the desired solutions every time.

TARGET AUDIENCE Beneficial for all industry types. Crucial training for any staff member taking on management responsibilities for the first time, or any staff member employed in a frontline management or middle management position such as divisional managers, operations managers, sales managers, team managers or team leaders, supervisors or project managers.




CONFLICT MANAGEMENT Ideal for anybody committed to achieving harmonious outcomes in the workplace, especially for those responsible for managing workplace relations. Conflict pervades many aspects of life and the workplace is no exception. This course will provide you with an understanding of conflict, grievances and disputes in the workplace and introduce problem solving and negotiation strategies to resolve this.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Conflict, its sources and why it

exists; • Games people play which can

cause conflict; • Creative approaches to solving

problems and resolving conflicts; • Assertive techniques in dealing

with criticism and avoiding potential for conflict;

• How to use negotiation techniques to resolve conflict.


CONTRACTS – THE ESSENTIALS Ideal for all staff involved in the formulation and review of contracts in both daily life and business environment. This course will provide you with an understanding of how to form contracts. We'll also cover aspects of contract law as they are relevant to your private life and work life.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Contracts; • The intention to create legal

relations; • Consideration and estoppel; • Terms of a contract and types of

contracts; • Capacity to contract; • Illegal and void contracts; • Privity of contract and assignment

of contract; • Discharge of contract; • Remedies for breach of contract. Duration 4hrs nominal

KEY ACCOUNT MANAGEMENT - ESSENTIALS Essential for any sales person, account manager or sales manager wishing to drive their key accounts to higher relational levels. Key account management addresses one of the key new areas in strategic marketing practice. Based on extensive and unique research by the Cranfield School of Management, this course presents a new framework for understanding the development of key account relationships. This course has been adapted with text from Key Account Management, 2000, courtesy of Butterworth-Heinemann and the Chartered Institute of Marketing, the largest professional marketing management body in the world.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • The importance of driving key

accounts to higher relational levels and the manner in which this may occur;

• Key account planning; • The role and skills of successful

key account managers. Duration 4hrs nominal



MANAGING AND DEVELOPING TEAMS Ideal for managers, supervisors and team leaders responsible for creating effective teams and improving team performance. A work team consists of a group of individuals who cooperate and work together to achieve a given set of objectives or goals. This course will provide you with an understanding of the characteristics of effective teams and introduce strategies to improve their performance.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Stages of team development; • Characteristics of an effective

team; • Differing work team styles and

models, including selection of optimal team size;

• How culture influences work team behaviour;

• Strategies for improving team performance;

• Understand how words work.


GREEN OFFICE Essential for employees, across all levels of the organisation, wanting to know more about how you can decrease the environmental impacts created by your work practices in the office. Did you know that Australia is the second highest producer of waste (behind only the United States), per person, in the world? How you produce and manage waste in your office can have a significant impact on this statistic. Each of you has a role to play in reducing the impact of office activities on the environment. This course will provide you with some tips and pointers on how you can reduce your carbon footprint.

COURSE OBJECTIVES At the successful completion of this course, you should be able to: • Understand the negative impact

some office activities can have on the environment;

• Identify best practice levels of energy, water and paper consumption, and waste generation;

• Identify and implement changes you can make to reduce your carbon footprint.


TAADEL301A PROVIDE TRAINING THROUGH INSTRUCTION AND DEMONSTRATION OF WORK SKILLS Ideal for experienced workers or supervisors who are required to provide training to other employees. This will typically include workplace induction training, instruction on how to operate new machinery and equipment, or other new skills within the workplace. This program addresses the skills and knowledge required to organise and conduct training through a planned approach. It emphasises the training as being driven by the work process and context.

COURSE OBJECTIVES This course will teach you: • How to gather information about

learning needs; • How to organise a training

session, in a safe learning environment;

• How to ensure the training covers all learning objectives;

• Useful techniques on how to structure, pace and enhance learning;

• How to ensure learners are acquiring and can use new technical/generic skills and knowledge;

• How to review personal performance.




INTRODUCTION TO TOTAL QUALITY MANAGEMENT Essential for supervisors and managers who are responsible for facilitating continuous improvement in their organisation. Total Quality Management (TQM) is a customer-oriented philosophy that ensures all members strive to achieve improvement of the organisation through ongoing participation of all employees. Organisations adopting TQM often work out their own definitions, so that the general model is relevant and clear to their management and employees. This course is designed to provide you with an understanding of TQM principles in order to incorporate them into your organisation’s framework.

COURSE OBJECTIVES At the successful completion of this course, you should be able to: • Improve your competitive edge

using TQM principles; • Understand the eight key

elements of a successful TQM system: ethics, integrity, trust, training, teamwork, leadership, recognition, and communication;

• Incorporate training plans so employees can acquire new skills congruent with the continuous improvement philosophies and work redesign.

Duration 2.5hrs nominal COMING SOON

IMPLEMENT CONTINUOUS IMPROVEMENT Essential for supervisors and managers looking to improve their understanding of continuous improvement processes. Have you ever found yourself confronted with a problem at work and wondered what the best way forward was? Have specific occasions left you frustrated and thinking, ‘There has to be a better way’? You may have identified occasions where the same problem reoccurs. Continuous improvement is applicable to each of these situations. In order to address these problems, you need to gather data on the process or activity so that you can understand the causes of the problem. On the basis of this information, you will need to plan a course of action and monitor its implementation.

COURSE OBJECTIVES At the successful completion of this course, you should be able to: • Understand the principles behind

continuous improvement; • Utilise tools to analyse processes

and performance; • Communicate and obtain

feedback from staff on the organisation's continuous improvement process;

• Support staff to participate in the decision-making processes;

• Mentor and coach staff to ensure that they are able to implement the organisation’s continuous improvement process.

Duration 2.5hrs nominal COMING SOON

DEVELOP BUSINESS PLANS AND BUDGETS Essential for supervisors and managers responsible for developing business plans and/or budgets. ‘Develop Business Plans and Budgets’ is designed to provide you with an understanding of the processes for preparing business plans and budgets. It starts by looking at the business planning process, before identifying the sequence of the budget preparation and the different types of budgets that apply to an operational setting. Importantly, this course highlights the common thread between the preparation of these two tools - the involvement of individuals and team members. Staff involvement is an important aid in improving the quality and accuracy of these tools, and also assists in gaining support for the goals and outcomes of these plans.

COURSE OBJECTIVES At the successful completion of this course, you should be able to: • Understand what the different

types of business plans are including strategic, operating and financial plans;

• Prepare fixed organisational and operational budgets using accurate, relevant and timely information;

• Understand alternative approaches to budgeting;

• Understand the key elements in effective budgeting;

• Explore feasibility of new initiative and involve staff in the planning process;

• Identify the internal and external factors in the organisation that can cause a significant change in order to prepare a budget contingency plan.


COMING SOON



S E L F D E V E L O P M E N T

Specialised skills fundamental to personal and professional success.

HOW TO MANAGE PRIORITIES Ideal for managers, supervisors and team leaders who are challenged by competing priorities and want to improve their time management skills. Also valuable for employees, across levels of the organisation, who want to know more about key tools that can assist with time management. Do you often feel overwhelmed by competing priorities? Are you being pulled in different directions? Do you need to meet co-worker’s, supervisor’s and the organisation’s expectations? Equip yourself with valuable tools that can help you take control of your work schedule, and better prioritise your work tasks. This course will enable you to take a close look at how you manage your time and implement strategies to improve your efficiency.

COURSE OBJECTIVES At the completion of this course, you should be able to: • Prioritise competing demands to

meet personal and organisational goals;

• Use pro forma templates to effectively allocate and categorise priorities in order to delegate tasks;

• Identify under what circumstances technology adds value, and can increase your available time.

Duration 2hrs nominal COMING SOON

INNOVATION - AN INTRODUCTION Ideal for anybody looking to unlock power of the mind and reveal the potential to create innovation with impact. This course will provide you with an understanding of how to create innovation with impact. Generating ideas is a skill that can be learned by sourcing new ideas from lateral thinking. This course introduces you to techniques for generating ideas and reminds you that practice does make perfect - or will at least lead to significant improvement.

COURSE OBJECTIVES At the successful completion of this course you should be able to understand and explain: • The systematic process of using

old ideas as the raw materials for creating new ideas

• Where to look within your organisation to find opportunities for improvement and innovation

• Whether a new initiative has financial merit

• The process of fostering innovation by putting forward ideas, marshalling support and managing relationships to achieve a desired result.


STRESS MANAGEMENT Essential for anyone wishing to control and eliminate harmful stress from his or her life and function more productively at work and at home. This course will provide you with an understanding of stress, the fact that some stress is actually good for you and that it’s a normal biological function to help you work at your peak. You will learn whether you are stressed, what are the internal/external stressors in your life and the long-term effects of stress. You will reflect on whether you are prone to stress (Type A or Type B personality) and learn techniques for stress control and relaxation.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • What stress is and the difference

between useful and harmful stress;

• Long and short-term effects of stress;

• Causes of stress for most people; • Burnout and assess whether you

are afflicted with the condition; • How to manage your own stress

by using stress management techniques.




MEETINGS – THE ESSENTIALS Essential for all staff members, managers or supervisors responsible for holding, managing and attending meetings. This course will provide you with an understanding of the nature of meetings and how you can make better use of time. The most effective meetings are those that are well planned and run with some system and control. This course teaches you how to plan, conduct and record meetings to gain maximum effect.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Various types of meetings and

the nature of effective meetings; • What needs to be done (follow-

up activities) by various parties after meetings;

• Meetings, in particular the preparation of an agenda;

• Who should participate in a meeting;

• How to control a meeting and deal with conflict;

• Relevant information to be recorded in meetings.


HOW TO WRITE EFFECTIVE BUSINESS EMAILS Essential for employees, across all levels of organisation, wanting to improve the expression used in their emails and produce high standards of writing. Email has become a major tool of communication in our workplace and requires the same care as any other form of communication. Learn how to improve your writing style by incorporating a clear statement of purpose, plain English, simple expression, and engagement of the addressee.

COURSE OBJECTIVES This course will help you to: • Decide when email is the

appropriate communication tool; • Apply a process to planning,

writing and reviewing your business emails – using the WOW process;

• Write with care so that your message is clear, effective and has maximum impact.


BUSINESS WRITING SKILLS – ESSENTIALS Ideal for anyone within an organisation desiring effective, succinct and accurate written communication skills. This course will provide you with an understanding of the foundations of effective business writing by developing your skills in: effective paragraphs; constructing sentences; appropriate punctuation; and writing business letters.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Common pitfalls in punctuation

and how to avoid common mistakes;

• How to write sentences that are clearly structured and grammatically correct;

• How to write paragraphs that are complete, unified, ordered and coherent;

• How to write business letters that are clear, complete, concise, concrete, convincing and courteous.




COMMUNICATIONS SKILLS – ESSENTIALS Essential for managers, sales people and staff across all industry types who wish to drive success in all areas of his or her professional and personal life through better communication. Learn how to consistently gain the results you are seeking. Effective communications can make the difference between success and failure and can determine the degree of success. Communication is any behaviour, verbal or non-verbal, that is perceived by another. Knowledge, feelings or thoughts are encoded and sent from at least one person and received and decoded by at least one other. This course will provide you with an understanding of both verbal and non-verbal communication and the skills you need to ensure you communicate effectively for maximum success.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • How words work; • Different types of word tones; • How to structure and format

documents to enhance effectiveness;

• Non-verbal factors that play an important part in the total impact of any given message;

• How personal space, time, dress/appearance and colour impact communication.


B U S I N E S S / F R O N T L I N E M A N A G E M E N T F O R M A L Q U A L I F I C A T I O N S


B U S I N E S S / F R O N T L I N E M A N A G E M E N T – F O R M A L Q U A L I F I C A T I O N S Qualifications in this area are fast becoming the benchmark against which current and potential Australian leaders are measured. Frontline managers play a crucial role in co-ordinating and influencing employees and are central to productivity in the workplace. Frontline managers are typically co-ordinators, team leaders, supervisors, forepersons and project or office managers and frequently report to middle management or directly to senior management.

CERTIFICATE IV AND DIPLOMA On a daily basis, frontline managers play a crucial role in co-ordinating and influencing a group of employees. Decisions made by frontline managers have a direct impact on productivity and workplace relations and can have serious ramifications in terms of profitability, relationships with clients and workplace morale. The Frontline Management training program is directed at those individuals in or moving into first line management roles. The program is a competency-based program and blends online learning with an emphasis on the practical application of key concepts in the work setting.

ABOUT THE COURSE Business/Frontline Management units cover relevant competencies at the Certificate III, Certificate IV and Diploma level. Delivery options include online training, using highly interactive and engaging online courses and a blended approach that incorporates the online training coupled with relevant workshops tailored to your organisations specific requirements.

DELIVERY OPTIONS ONLINE PROGRAM Participants will be assigned a series of interactive online training modules corresponding to the units of competence relating to the Frontline Management program. Each module includes: • Underpinning knowledge • Relevant examples • Interactive exercises, activities and case studies • Self-assessment questionnaires Assessment is competency based. This means participants must demonstrate sufficient competence in the targeted areas in order to be deemed ‘competent’ in that unit. The demonstration of evidence will require completion of prescribed tasks or collection and submission of a range of evidence.



BLENDED APPROACH The work-based learning approach incorporates online interactive courses with workshops tailored to your company’s vision, mission, business drivers and leadership framework. This approach enables and empowers participants to incorporate existing job tasks and needs into a process where they can plan, act, reflect and implement new knowledge and ideas. Learning Seat Pty Ltd partners with Swinburne SIS to provide a Frontline Management training program to meet the needs of the organisation and the participants. The program will include relevant units from the Diploma or AQF IV qualification and comprise: • Initial one-day kick-off workshop • Underpinning knowledge delivered via interactive, online training courses • Four on-site workshops • Mentoring and support through discussion groups, email, phone

conferencing • Workplace projects and competency-based assessment

For more information, please contact Learning Seat: Melbourne Head Office 1300 131 151, Queensland (07) 3666 6846, NSW (02) 9288 7619.

ASSESSMENT All national competency units can lead to the award of a nationally recognised Statement of Attainment. Therefore, as well as completing the online courses, participants are also required to complete a formal assessment unit. The formal assessment is competency based which means you will be required to complete a set of tasks or produce a 'portfolio of evidence' showing how effectively you can apply the skills you have learnt into a workplace setting. Some questions may require answers to be submitted online, others may require collection of physical evidence that will need to be posted to an assessor. Assessor contact details can be found in the overview section of all assessment modules.

COURSE DETAILS Certificate IV Level – Full Qualification • BSBCMN402A Develop Work Priorities • BSBCMN410A Coordinate Implementation of Customer Service Strategies • BSBCMN411A Monitor a Safe Workplace • BSBCMN416A Identify Risk and Apply Risk Management Processes • BSBFLM409B Implement Continuous Improvement • BSBFLM403B Implement Effective Workplace Relationships • BSBFLM405B Implement Operational Plan • BSBFLM412A Promote Team Effectiveness

Diploma Level – Full Qualification • BSBFLM501B Manage Personal Work Priorities and Professional Development • BSBFLM503B Manage Effective Workplace Relationships • BSBFLM505B Manage Operational Plan • BSBFLM506B Manage Workplace Information Systems • BSBFLM507B Manage Quality Customer Service • BSBFLM509B Facilitate Continuous Improvement • BSBFLM512A Ensure Team Effectiveness • BSBFLM514A Manage People • BSBMGT505A Ensure a Safe Workplace • BSBCMN416A Identify Risk and Apply Risk Management Processes • BSBCMN419A Manage Projects



BSB51004 DIPLOMA OF BUSINESS (FRONTLINE MANAGEMENT)

The Diploma of Business/Frontline Management formally addresses the eight core and three elective units required under the Business Services Package. Characteristics of learning outcomes at diploma level include breadth, depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical and/or management requirements, evaluation and co-ordination. Applicants will be required to participate in the development of strategic initiatives as well as display responsibility and autonomy in performing complex technical operations or organising others.

8 Specialist Units - Manage personal work priorities and professional development (BSBFLM501B) - Manage effective workplace relationships (BSBFLM503B) - Manage operational plan (BSBFLM505B) - Manage workplace information systems (BSBFLM506B) - Manage quality customer service (BSBFLM507B) - Facilitate continuous improvement (BSBFLM509B) - Ensure team effectiveness (BSBFLM512A) - Ensure a safe workplace (BSBMGT505A)

3 Other Units - Manage people (BSBFLM514A) - Manage Projects (BSBCMN419A) - Identify risk and apply risk management processes (BSBCMN416A)

DURATION It is expected that you should take around 2-4 weeks to complete each unit of competence. This will involve completing both the online training module and the associated formal assessment component. To complete the full Diploma qualification, it can take between 6-12 months.

BSBFLM501B MANAGE PERSONAL WORK PRIORITIES AND PROFESSIONAL DEVELOPMENT Good leadership involves setting the benchmark for other employees. Manage Personal Work Priorities and Professional Development provides the frontline manager with skills to establish personal work goals, set and meet own work priorities, analyse information and develop and maintain professional competence within multifaceted and diverse situations.

COURSE OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to establish personal work

goals through the analysis of drivers that motivate us;

• How to prioritise competing demands to meet personal and organisational goals;

• How to assess professional competence against competency standards to determine developmental needs and priorities;

• How to develop a personal career plan and recognise management development opportunities essential for your growth.

DURATION It is expected that you should take around 2-4 weeks to complete each unit of competence. This will involve completing both the online training module and the associated formal assessment component.



BSBFLM503B MANAGE EFFECTIVE WORKPLACE RELATIONSHIPS Successful managers display behaviours that promote honesty, enhance trust and confidence in the workplace. Important to this is the ability to provide a mentoring role to support and lead staff; accommodate cultural differences and norms to achieve group cohesion; diagnose ineffective performance; remove barriers; and implement strategies for improvement. UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to manage information and

ideas by communicating assertively;

• Filters to understanding and avoid methods that stifle communication;

• How to develop trust and confidence through emphatic assertion, positive use of power and incorporate cultural differences;

• Cultural differences and norms to achieve group cohesion;

• Ineffective performance, remove barriers and implement strategies for improvement;

• Effective negotiation techniques to settle grievances and manage conflict.


BSBFLM505B MANAGE OPERATIONAL PLAN Operational plans are the core of a company’s business. Enhance the success with which various operational components interact and improve the effectiveness of the organisation as a whole. Manage Operational Plan will provide frontline managers with the skills to plan effectively; achieve profit and productivity targets; acquire resources and services; and monitor financial and operational performance to ensure results are in line with the overall organisational strategic plan.

UNIT OBJECTVES At the successful completion of this unit, you should be able to understand and explain: • How to ensure all areas of

operations management contribute to the success of the organisation’s strategic plan;

• How to plan to achieve profit and productivity targets through performance indicators and contingency plans;

• How to acquire resources using the principles of contract management;

• How to perform assessments of future organisational staffing needs;

• How to monitor operational performance, identify any unsatisfactory areas and rectify the situation;

• How to perform better financial analysis by understanding the purpose and format of different financial reports.


BSBFLM506B MANAGE WORKPLACE INFORMATION SYSTEMS Frontline managers require competencies to identify, collect, and analyse data from all organisational areas including client service, material requirements, financial management and production scheduling data. Management information systems provide this information in a useable, logical, and accessible format.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • Information systems and identify

information requirements; • How to improve information

analysis and report in a succinct and logical format;

• How to use technology to effectively manage information;

• How to develop successful business plans including strategic, operating and financial plans;

• How to prepare fixed, flexible and zero-based budgets focusing on the key elements of effective budgeting;

• How to manage and prepare effective resource proposals.




BSBCMN509B FACILITATE CONTINUOUS IMPROVEMENT Continuous Improvement is linked directly to competitiveness. Total Quality Management (TQM) Systems embrace the continuous improvement philosophy and incorporate the concepts of product quality, process control, quality assurance and quality improvement. Meet and exceed the challenge of competitors and ensure that continuous improvement is embedded in your company’s culture.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to implement TQM systems

incorporating the eight key elements;

• How to monitor and adjust performance strategies to improve output and strengthen customer service;

• How to empower employees and overcome resistance to change, enabling total organisational commitment to continuous improvement practices.


BSBFLM512A ENSURE TEAM EFFECTIVENESS Ensure Team Effectiveness provides frontline managers with the skills to establish and implement team performance plans, develop and facilitate team cohesion, establish effective communication channels and achieve desired organisational objectives through a combined, supportive effort.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to establish a team

performance plan; set realistic, achievable goals; and set key performance indicators focusing on factors that are critical to good performance;

• How to develop and facilitate team cohesion by improving motivation, enhancing decision-making processes and enhancing cooperation and trust;

• How to facilitate teamwork by designing and modelling teams around their purpose and style of operation;

• How to liaise with stakeholders, communicating effectively through the appropriate channels.


BSBFLM514A MANAGE PEOPLE Optimising the productivity of people involves competently managing staff behaviours and their achievements. Successful managers immediately address individual and team problems and issues, build support and commitment and review performance management processes on an ongoing basis to increase productivity and ensure and ever-increasing standard of performance is achieved. Manage People will provide frontline managers with the skills to do this.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to manage performance of

individuals through performance management systems and appraisal techniques;

• How to address performance related issues jointly with the staff member and draft action plans;

• How to minimise interpersonal conflict in teams and implement grievance procedures;

• How to strengthen company values, improve code of conduct and build support and commitment within the team;

• How to review and evaluate the performance management system to ensure it serves its objectives in the area of productivity, quality of work life and legal compliance.




BSBFLM507B MANAGE QUALITY CUSTOMER SERVICE Customer satisfaction comes from understanding the needs and motives of your clients. The standard of your products and services must reflect the voice of your customers. Strategies to exceed customer expectations and deliver quality customer service begin with the ability to motivate your staff to succeed, and ensuring there is a constant communication flow with your clients.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • Strategies to exceed customer

requirements by understanding motives, perceptions and decision-making processes;

• Delivery of quality products and services by understanding customer’s needs, wants, attitudes and beliefs;

• How to conduct customer research in order to set service standards that reflect the voice of the customer.

How to manage resources effectively to ensure progress is being made in line with these standards




BSBMGT505A ENSURE A SAFE WORKPLACE Successful management of OH&S in the workplace ensures that direct and indirect savings are made through the prevention of loss due to workplace injury, death or disease. The implementation, ongoing maintenance and regular review of an OH&S system are essential management functions of Australian businesses and government organisations alike. Understand your responsibilities under the participative arrangements guiding Australian OH&S legislation and ensure your consultative processes fulfil the regulatory requirements.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to establish and maintain an

OH&S system in line with the relevant legislative requirements; codes of practice; standards and guidance materials; and State jurisdiction;

• How to establish and maintain participative arrangements with employees and their representatives in accordance with relevant OH&S legislation;

• Procedures for ongoing hazard identification, risk assessment and risk control in the workplace;

• How to develop and implement a training plan for your work group based on a comprehensive risk assessment and gap analysis.


BSBCM416A IDENTIFY RISK AND APPLY RISK MANAGEMENT PROCESSES Risk management is one of the most critical areas in business management. Prioritising treatment of risks requires solid analytical ability and judgement. Identify how risk provides opportunities that a business can exploit to its advantage. Identify Risk and Apply Risk Management Processes will provide frontline managers with the tools necessary to achieve a continuous risk management process, with successful risk management treatments that are responsive and flexible.

UNIT OBJECTIVES On successful completion of this unit, you should be able to understand and explain: • How to identify risk and

categorise according to influencers, stakeholders, project stage and control;

• How to use a risk register to document risks from initial identification through to project closure;

• Causes of risk and identify the impact of risk events;

• How to prioritise risk treatment using a combination of analysis and graphical presentation tools;

• How to use a hierarchy of control model to select the most appropriate risk treatment;

• How to evaluate risk treatments against measures of success, monitor the risk management process and implement improvements.


BSBCMN419A MANAGE PROJECTS Change management skills are essential in today’s dynamic working environment. Project management is the process of managing change. It refers to any project that has a defined ending and is finite in length. Critical for the success of any project is the ability to define the vision and objectives; recognise the core resources necessary; meet the required timelines and budgetary limits; and adhere to quality standards. Manage Projects provides frontline managers with the essential tools to plan, organise and control a successful project.

UNIT OBJECTIVES On successful completion of this unit, you should be able to understand and explain: • The key features of a project,

identify key roles and essential components to assess feasibility;

• How to develop a project plan by creating a clear vision and purpose, prioritise activities, perform cost-benefit analysis and prepare contingency plans;

• How to administer and monitor a project by selecting team members according to required skills, educate and motivate team members, adopt correct leadership styles and implement information systems to record project data;

• How to finalise and review a project to recognise successes, achievements and improvements and document for future reference.




BSB41004 CERTIFICATE IV IN BUSINESS (FRONTLINE MANAGEMENT)

The Certificate IV in Business/Frontline Management formally addresses the five core and three elective units required under the Business Services Package. Characteristics of learning outcomes at Certificate IV level include breadth, depth and complexity covering selecting, adapting and transferring skills and knowledge to new environments and providing technical advice and some leadership in resolution of specified problems.

5 Specialist Units • Develop work priorities

(BSBCMN402A) • Implement effective workplace

relationships (BSBFLM403B) • Implement operational plan

(BSBFLM405B) • Monitor a safe workplace

(BSBCMN411A) • Promote team effectiveness

(BSBFLM412A)

3 Other Units • Coordinate implementation of

customer service strategies (BSBCMN410A)

• Identify risk and apply risk

management processes (BSBCMN416A as per diploma)

• Implement continuous

improvement (BSBFLM409B)

DURATION It is expected that you should take around 2-4 weeks to complete each unit of competence. This will involve completing both the online training module and the associated formal assessment component. To complete the full Certificate IV qualification, it can take between 4 - 8 months.

BSBCMN402A DEVELOP WORK PRIORITIES Develop Work Priorities will provide frontline managers with skills to analyse work objectives and priorities and incorporate them into personal schedules and responsibilities; assess personal knowledge and skills against competency standards to determine development needs and priorities; and plan work schedules, monitor the achievement of work objectives and effectively manage any factors that might affect the achievement of objectives.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to plan and complete your

own work schedule; • How to monitor your own work

performance through self-assessment and feedback from others and address variations in the quality of service and products in line with organisational requirements;

• How to co-ordinate professional development by identifying learning needs, planning, undertaking and recording of learning activities.




BSBFLM403B IMPLEMENT EFFECTIVE WORKPLACE RELATIONSHIPS Implement Effective Workplace Relationships will provide frontline managers with the skills necessary to seek out information that will foster and develop new ideas; gain the trust and confidence of your colleagues and clients; identify, build and maintain the effectiveness of workplace relationships; and negotiate difficult situations to achieve results acceptable to the participants, the organisation and legislative requirements.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to foster and develop new

ideas through better collection, analysis and communication of information;

• How to develop and maintain positive relationships by gaining the trust of your colleagues and clients;

• How to maintain the effectiveness of workplace relationships by using networks to build the team and the organisation;

• How to ddentify and analyse problems and take action to rectify the situation.


BSBCMN405B IMPLEMENT OPERATIONAL PLAN Operational plans provide the framework around which everyday management duties are designed. These plans are essential short to medium term plans that specify planned outcomes and resources allocated; allow you to budget; document measures of performance; and match all requirements with the overall strategic plans of the organisation. Implement Operational Plan will provide frontline managers with essential skills to document measures of performance, acquire resources, recruit, coach and mentor staff, manage poor performance, provide detailed action plans for organisational units or work teams, prepare contingency plans, implement operational plans that specify planned outcomes and resources allocated and match all requirements with the overall strategic plans of the organisation.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to implement operational

plans that contribute to the achievement of the organisation’s business plan;

• How to implement resource acquisition procedures that allow for successful recruitment of human resources and more efficient procurement of assets;

• How to monitor operational performance in line with organisational reporting and system requirements.


BSBCMN411A MONITOR A SAFE WORKPLACE Safety is paramount in any organisation. Frontline managers are responsible for informing work groups about the OH&S policies and procedures; using consultative procedures to manage and control risks and hazards; training work groups in OH&S issues to increase awareness; and keeping records to adhere to the legislative requirements. Increased safety means reduced accidents in the workplace and therefore a better and higher performing environment.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to provide information to

the work group about OH&S policies and procedures;

• How to implement and monitor participative arrangements;

• How to implement and monitor the organisation’s procedures for providing OH&S training;

• How to implement and monitor procedures for identifying hazards, assessing risk and controlling risks;

• How to implement and monitor procedures for maintaining OH&S records for the team.




BSBFLM412A PROMOTE TEAM EFFECTIVENESS Effective teamwork is essential to successfully achieve organisational goals. Ultimately it is through the use of the skills of each member that the team is able to achieve a better, more informed business result. Co-ordinating the efforts and interests of different people requires skilful team leadership. Promote Team Effectiveness provides frontline managers with essential skills to ensure effective teamwork is achieved in your working area.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to achieve team outcomes

through action plans and leadership support;

• How to develop team cohesion and respect for the diversity of experience that others in the team have brought to their work role;

• How to resolve interpersonal conflict within the team and serve as a role model for the team members.


BSBCMN410A CO-ORDINATE IMPLEMENTATION OF CUSTOMER SERVICE STRATEGIES Successful customer service strategies drive an organisation’s competitive edge. As part of this process, a good frontline manager will identify customer needs, promptly action complaints, coach and mentor colleagues to meet customer service standards as well as take consultative measures on customer service decisions. Consistent review of the process is also essential to stay abreast of customer service and satisfaction levels.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to ensure that service

needs are clarified and accurately assessed using appropriate communication techniques;

• How to support implementation of customer service strategies ensuring that procedures to resolve customer difficulties and complaints are actioned promptly within organisational requirements;

• How to evaluate and report on customer service strategies ensuring that conclusions and recommendations are prepared from verifiable evidence and provide constructive advice on future directions of client service strategies.


BSBCM416A IDENTIFY RISK AND APPLY RISK MANAGEMENT PROCESSES Risk management is one of the most critical areas in business management. Prioritising treatment of risk requires solid analytical ability and judgement. Identify how risk provides opportunities that a business can exploit to its advantage. Identify Risk and Apply Risk Management Processes will provide frontline managers with the tools necessary to achieve a continuous risk management process, with successful risk management treatments that are responsive and flexible.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to identify risk and

categorise according to influencers, stakeholders, project stage and control;

• How to use a risk register to document risks from initial identification through to project closure;

• How to analyse causes of risk and identify the impact of risk events;

• How to prioritise risk treatment using a combination of analysis and graphical presentation tools;

• How to use hierarchy of control model to select the most appropriate risk treatment;

• How to evaluate risk treatments against measures of success, monitor the risk management process and implement improvements.




BSBFLM409B IMPLEMENT CONTINUOUS IMPROVEMENT Continuous improvement is essential to ensure that performance objectives are met and consistently enhanced. It involves the implementation of processes and systems, with particular emphasis placed on using systems and strategies to actively encourage the team to participate in the process.

UNIT OBJECTIVES On successful completion of this unit, you should be able to understand and explain: • How to implement continuous

improvement systems and processes;

• How to monitor and review the performance of your team;

• How to implement opportunities for further improvement.


P R O J E C T M A N A G E M E N T



Project Management training covers the critical skills necessary to manage any sort of finite change management process.

Courses include: • Project Management – An

Introduction • Project Management – Essentials • Certificate IV in Project

Management

KEY BENEFITS • Improved confidence in Project

Management • Improved awareness of project

budget and timelines • Improved ability to complete

projects within required timelines Project Management – An Introduction and Project Management - Essentials provide an excellent high-level overview of the project management process. If you are seeking higher-level qualifications, the Certificate IV in Project Management is also available.

TARGET AUDIENCE Beneficial for team leaders, managers or supervisors involved in the implementation of projects or change management. Or anyone involved in the project management process.

PROJECT MANAGEMENT – AN INTRODUCTION Ideal for people from all vocations moving into a team project, or who are interested in moving into a project management role. Formal qualifications are also available in Project Management. This course provides a brief introduction to the concept of project management and is designed to encourage you to further explore the full nature and importance of project management as a discipline.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Features of project management; • Key factors in defining a project; • The role of a project manager at

different stages of a project; • Resource planning in the context

of your organisation and how internal and external factors influence the use of resources.


PROJECT MANAGEMENT – ESSENTIALS Essential for team leaders, managers and supervisors involved in the implementation of projects, change management and improvement initiatives. Formal qualifications are also available in Project Management. This course provides an excellent high-level overview of project management for practical applications and will give you the insights necessary to address those uncertainties and minimise them.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Key factors in defining a project; • The role of a project manager at

different stages of a project; • External and internal forces which

work for and against a project; • Resource planning in the context

of your organisation and how internal and external factors influence the use of resources;

• Financial constraints and legal issues;

• How to select and manage an effective team;

• How to plan, prioritise, specify and obtain resources to plan a project;

• How to plan the effective use of resources;

• How to monitor and control the key aspects of a project.




P R O J E C T M A N A G E M E N T – F O R M A L Q U A L I F I C A T I O N S

BSB41504 CERTIFICATE IV IN PROJECT MANAGEMENT This formal treatment of project management is in line with the Project Management Body of Knowledge (PMBOK), adopted by both the Project Management Institute (USA) and Australian Institute of Project Management (AIPM). Participants who successfully complete this program will be awarded the national qualification Certificate IV in Project Management, with endorsement by the Australian Institute of Project Management. This Certificate IV level program is directed at individuals who are new to project management as a formal discipline. The program is directed at individuals who are project team members or managers, or intending to move into such a position and have not had formal project management training. This program is accredited by the AIPM.

ABOUT THE COURSE The Project Management discipline is formally encapsulated by nine knowledge areas. These areas are:

PM1 Understanding Project Management PM2 Project Scope Management (BSBPM401A) PM3 Project Time Management (BSBPM402A) PM4 Project Cost Management (BSBPM403A) PM5 Project Quality Management (BSBPM404A) PM6 Project Risk Management (BSBPM407A) PM7 Project Human Resource Management (BSBPM405A) PM8 Project Communications Management (BSBPM406A) PM9 Project Procurement Management (BSBPM408A)

COURSE OBJECTIVES At the successful completion of this program the student will be expected to demonstrate: • An ability to apply project management competencies, under general guidance, on progress and outcomes sought

within the project • Supervision of others and/or an ability to guide and facilitate teams, including responsibility for the limited

organisation of the work of others • Knowledge with depth in some areas and the broad range of skills applied to a wide range of tasks and roles • Expertise in the range and choice of actions required within routines, methods and procedures related to the Project

Management discipline There is no formal examination for the program. Students are required to demonstrate their competence by providing evidence of their performance in the workplace. This will be established in conjunction with your facilitator.

ASSESSMENT All national competency units can lead to the award of a nationally recognised Statement of Attainment. Therefore, as well as completing the online courses, participants are also required to complete a formal assessment unit. The formal assessment is competency based which means that you will be required to complete a set of tasks or produce a 'portfolio of evidence' which shows how you can effectively apply the skills you learn in a workplace setting. Some questions may require answers to be submitted online, others may require collection of physical evidence that will need to be posted to an assessor. Assessor contact details can be found in the overview section of all assessment modules.

DURATION It is expected that you should take around 2-4 weeks to complete each unit of competence. This will involve completing both the online training module and the associated formal assessment component. To complete the full Certificate IV qualification, it can take between 4-8 months.



PM1 UNDERSTANDING PROJECT MANAGEMENT Understanding Project Management provides an overview of how the nine knowledge areas of the Project Management Body of Knowledge (PMBOK) align and how the nine corresponding project management courses link. We recommend you complete this Learning Seat course Understanding Project Management © before commencing the other project management courses. Projects are undertaken at all levels of an organisation. Projects may involve a single unit of one organisation or may cross organisational boundaries. This course will give you an insight into what a project is. You will also examine the processes of project management and look at the relationship of project management within the context of general management and the organisational setting.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • What a project is, what project

management is and its relationship to other management disciplines;

• Project phases and the project life cycle as well as the influences on project outcomes such as stakeholders, organisational influences and socioeconomic influences;

• You will also learn about project processes, process groups and process interactions.


PM2 PROJECT SCOPE MANAGEMENT (BSBPM401A) Project Scope Management is primarily concerned with defining and controlling what is included in a project. The processes, tools and techniques used to manage product scope vary by application area and are usually defined as part of the project lifecycle. These will be the focus of this unit. In this unit you will be given an insight into the processes that ensure the project includes all the work required, and only the work required, for successful completion.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • The relationship of project scope

management to the project life cycle;

• What is or is not included in a project;

• A Scope of Work (SOW); • Methods of analysis such as ROI,

NPV and WBS.

FORMAL ASSESSMENT Students working towards the Certificate IV in Project Management will also need to enrol in and complete the formal assessment unit PM2 – Project Scope Management – Formal Assessment. This qualification is endorsed by the Australian Institute of Project Management.


PM3 PROJECT TIME MANAGEMENT (BSBPM402A) All projects are finite and time ranks as one of the main limits. In this unit you will be given an insight into Project Time Management, which includes the processes required to ensure timely completion of projects.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • The relationship of project time


• Specific activities that must be performed to produce the various project deliverables;

• Interactivity dependencies; • The number of work periods

which will be needed to complete individual activities;

• Activity sequences, activity durations and resource requirements to create the project schedule.

FORMAL ASSESSMENT Students working towards the Certificate IV in Project Management will also need to enrol in and complete the formal assessment unit PM3 – Project Time Management – Formal Assessment. This qualification is endorsed by the Australian Institute of Project Management.




PM4 PROJECT COST MANAGEMENT (BSBPM403A) All projects must have a budget. In this unit you will be given an insight into Project Cost Management, which includes the processes required to ensure that the project is completed within the approved budget.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • The relationship of project cost


• What resources (people, equipment, materials) and what quantities of each should be used to perform project activities;

• The approximate cost of resources needed to complete project activities;

• The overall cost estimate to individual work items;

• Changes and control of to the project budget.

FORMAL ASSESSMENT Students working towards the Certificate IV in Project Management will also need to enrol in and complete the formal assessment unit PM4 – Project Cost Management – Formal Assessment. This qualification is endorsed by the Australian Institute of Project Management.


PM5 PROJECT QUALITY MANAGEMENT (BSBPM404A) As a project manager, a common pitfall is to get buried in day-to-day operations and forget about your real goals - to meet the project's goals with appropriate quality. In this unit you will be given an insight into Project Quality Management, which includes the processes required to ensure that the project will satisfy the needs for which it was undertaken.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • The relationship of project quality


• Which quality standards are relevant to the project and determine how to satisfy them;

• Overall project performance on a regular basis to provide confidence that the project will satisfy the relevant quality standards;

• How to monitor specific project results to determine if they comply with relevant quality standards and identify ways to eliminate causes of unsatisfactory performance.

FORMAL ASSESSMENT Students working towards the Certificate IV in Project Management will also need to enrol in and complete the formal assessment unit PM5 – Project Quality Management – Formal Assessment. This qualification is endorsed by the Australian Institute of Project Management.


PM6 PROJECT RISK MANAGEMENT (BSBPM407A) Risk management is a continuous process that starts at the initiation of the project and proceeds until the project is completed. In this unit you will be given an insight into the processes concerned with identifying, analysing and responding to project risk.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • The relationship of project risk


• Which risks are likely to affect the project and document the characteristics of each;

• Risks and risk interactions to assess the range of possible project outcomes;

• Enhancement steps for opportunities and responses to threats;

• Responses change in risk over the course of the project.

FORMAL ASSESSMENT Students working towards the Certificate IV in Project Management will also need to enrol in and complete the formal assessment unit PM6 – Project Risk Management – Formal Assessment. This qualification is endorsed by the Australian Institute of Project Management.




PM7 PROJECT HUMAN RESOURCE MANAGEMENT (BSBPM405A) Managing and allocating resources is an integral role of the project manager. In this unit you will be given an insight into the processes required to make the most effective use of the people involved with the project.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • The relationship of project human

resource management to the project life cycle;

• How to identify, document and assign project roles and responsibilities;

• The human resources needed, assigned to and working on a project;

• How to develop individual and group skills to enhance project performance.

FORMAL ASSESSMENT Students working towards the Certificate IV in Project Management will also need to enrol in and complete the formal assessment unit PM6 – Project Risk Management – Formal Assessment. This qualification is endorsed by the Australian Institute of Project Management.


PM8 PROJECT COMMUNICATIONS MANAGEMENT (BSBPM406A) Critical links among people, ideas and information are necessary for success in projects. In this unit you will be given an insight into Project Communications Management, which includes the processes required to ensure timely and appropriate generation, collection, dissemination, storage and ultimate disposition of project information.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • The relationship of project

communications management to the project life cycle

• Information and communication needs of the stakeholders: who needs what information, when will they need it and how will it be given to them;

• How to make needed information available to project stakeholders in a timely manner;

• How to collect and disseminate performance information;

• How to generate, gather and disseminate information to formalise phase or project completion.

FORMAL ASSESSMENT Students working towards the Certificate IV in Project Management will also need to enrol in and complete the formal assessment unit PM6 – Project Communications Management – Formal Assessment. This qualification is endorsed by the Australian Institute of Project Management.


PM9 PROJECT PROCUREMENT MANAGEMENT (BSBPM408A) The acquisition of goods and services is a vital process to facilitate the project's scope of work. In this course you will be given an insight into Project Procurement Management, which includes the processes required to acquire goods and services from outside the performing organisation. This unit discusses procurement management from the perspective of the buyer in the buyer-seller relationship.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • The relationship of project

procurement management to the project life cycle;

• What to procure and when; • How to document product

requirements and identify potential sources;

• How to obtain quotations, bids, offers or proposals as appropriate;

• How to select from potential sellers;

• How to manage the relationship with the seller;

• How to complete and settle the contract.

FORMAL ASSESSMENT Students working towards the Certificate IV in Project Management will also need to enrol in and complete the formal assessment unit PM9 – Project Procurement Management – Formal Assessment. This qualification is endorsed by the Australian Institute of Project Management.


R E C R U I T M E N T


S PE C I A L I S T I ND U S T R Y C O U R S E S


Best practice training developed in partnership with peak industry recruitment bodies.

Courses include: • Recruitment E-nductionn • EEO – Best Practice Recruitment

Guidelines • Privacy for the Onhire and

Recruitment Industry • Effective Reference Checking • Recruitment and Selection • Develop Business Strategies to

Expand Client Base • Develop Strategies to Source and

Assess Candidates • Develop Employment

Management Services for Candidates

• Manage the Recruitment Process for Client Organisations

Formal Qualifications • Certificate IV in Business

(Employment Services)

KEY BENEFITS • Best practice training • Improved client relationships • Improved business acumen and

confidence • Improved risk management • Knowledge of Legislative

Requirements Legislative requirements throughout Australia dictate a minimum standard for all business practices. It is essential to know your duties as a manager and employee to protect yourself and your business against liability. The compliance courses in this category are written specifically for the recruitment industry by industry experts. Short skills courses and the formal qualifications help consultants build their skills and knowledge in professional recruitment services with a strong focus on candidate and client management.. Reduce risk in your organisation. Improve confidence, trust and ultimately your business reputation. TARGET AUDIENCE Beneficial skills training for recruitment consultants, plus team leaders and Managers working in the recruitment industry. Some of the short courses are also beneficial for HR professionals working across a broad range of industries.

RECRUITMENT E-NDUCTION Ideal for anyone interested in entering the Recruitment Industry.

e-nduction is the first industry accredited online induction that covers everything required to be successful in the recruitment industry. From how to make impact-driven opening calls, carrying out client visits, taking a thorough job brief, to preparing and planning for success, building a successful attitude and much more. Courses also include savagely entertaining Recruitment Juice clips.

COURSE OBJECTIVES The program is designed to provide you with the core skills required to be desk ready as a recruitment consultant. The five modules include: • Understanding the industry and

your role as a recruiter; • Sourcing business and working

effectively with clients; • How to run an effective

recruitment process; • Selection and planning for

success; • Legislation and the RCSA Code of

Conduct. Duration 6hrs nominal



EEO – BEST PRACTICE RECRUITMENT GUIDELINES

Essential for anyone involved in recruiting, including recruitment agents, HR professionals, online recruitment companies, companies hiring out contract workers, small businesses or community based organisations that employ people. Both recruitment professionals and employers have legal obligations under the Equal Opportunity Act. They can go further than the minimum requirements and develop best practice strategies towards equal opportunity in recruitment. The guidelines presented in this course also help achieve the highest standards of anti-discriminatory practices in recruitment. The guidelines in this course have been developed in partnership with the Equal Opportunity Commission Victoria and the Recruitment and Consulting Services Association and have been adapted for national application.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • State and Federal law relating to

EEO in employment; • Best practice recruitment guidelines

are. Duration 1hr nominal

PRIVACY FOR THE ONHIRE AND RECRUITMENT INDUSTRY Essential for anyone working in the recruitment industry in the private sector who handles personal information regarding customers, business contacts or staff. This course is designed to help employees understand the legal requirements as set out in the Private Sector Privacy Regime. The privacy regime sets standards for the way Australian private sector organisations handle and manage personal information about individuals. This course focuses on the recruitment industry and uses specific case studies developed by the Recruitment and Consulting Services Association (RCSA) to highlight the learning objectives.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • The 10 National Privacy


to uphold the principles; • How to apply the National

Privacy Principles to particular situations within the recruitment industry.


EFFECTIVE REFERENCE CHECKING Essential for anyone working in the recruitment industry, or working as a HR professional. Broad knowledge for anybody who performs reference checks as part of their role. The Effective Reference Checking course is developed in partnership with the Recruitment and Consulting Services Association (RCSA) and is designed to help consultants understand how to conduct professional reference checks as part of an overall candidate assessment for recommendation to clients. This course provides an introduction to Australian employment law as it pertains to reference checking as well as practical guidance on creating and performing a reference checking process. The course includes an extensive question and answer section to reinforce information provided in the main sections.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • How to assist consultants to

develop insights into potential areas of liability when reference checking;

• How to help consultants minimise their risk from these types of actions.




RECRUITMENT AND SELECTION Essential for all individuals involved in hiring staff including recruitment consultants, HR professionals, or managers within organisations. Establishing a recruitment and selection process is important to ensure there is consistency in the way we recruit and to ensure the best person is selected for the job every time.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • The different stages of the

recruitment and selection process;

• How to develop accurate job descriptions and person specifications;

• How to identify, evaluate and select from alternative recruitment strategies;

• How to employ suitable selection procedures;

• How to organise and conduct effective pre-selection interviews;

• How to identify and employ sources and processes for verifying information about candidates.


DEVELOP BUSINESS STRATEGIES TO EXPAND CLIENT DATABASE Essential for all recruitment consultants and managers looking to improve their skills in this area. The key objectives of this unit are to address the requirements for personnel working in an employment organisation to expand the organisation's client base. This course is aligned with a national competency and can lead to the award of a national qualification.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • How to develop strategies to

identify potential clients; • How to initiate relationships with

potential clients; • The ongoing management of the

relationship with clients; • How to utilise business networks to

expand the client base of the organisation.


DEVELOP STRATEGIES TO SOURCE AND ASSESS CANDIDATES Essential for all recruitment consultants and managers looking to improve their skills in this area. The key objectives of this course are to address the requirements for personnel working in an employment agency to expand the organisation's candidate base. This course is aligned with a national competency and can lead to the award of a national qualification.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • How to develop strategies to

source candidates; • How to screen and interview

potential candidates; • How to assess and select

candidates; • How to manage candidate

outcomes.




DEVELOP EMPLOYMENT MANAGEMENT SERVICES FOR CANDIDATES Essential for all recruitment consultants and managers looking to improve their skills in this area. The key objectives of this course are to address the requirements for personnel working in an employment agency to develop employment management services for candidates. This course is aligned with a national competency and can lead to the award of a national qualification.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • How to provide advice and

support for candidates; • How to develop strategies for the

retention of candidates; • How to provide training solutions

for candidates; • How to develop strategies for the

ongoing management of candidates.


MANAGE THE RECRUITMENT PROCESS FOR CLIENT ORGANISATIONS Essential for all recruitment consultants and managers looking to improve their skills in this area. The key objectives of this course are to address the requirements for personnel working in an employment agency to manage the recruitment process for client organisations. This course is aligned with a national competency and can lead to the award of a national qualification.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • How to provide advice on

recruitment strategies to clients; • How to determine job

specifications with clients; • How to manage the recruitment

process; • How to assess and select

candidates; • How to refer candidates and

complete the placement process.




R E C R U I T M E N T – F O R M A L Q U A L I F I C A T I O N S

BSB41904 CERTIFICATE IV IN BUSINESS (EMPLOYMENT SERVICES) The Certificate IV in Business (Employment Services) is a nationally accredited, industry-recognised qualification for the employment services industry. It helps people build their knowledge and skills in professional recruitment services with a strong focus on candidate and client management.

ABOUT THE COURSE The program is comprised of four compulsory units from the Business Services Training Package, plus a further six elective units. The Employment Services units cover specific customer management competencies and include how to develop and implement business strategies to expand client base; how to manage the recruitment process for client organisations; how to develop and implement strategies to source and assess candidates; and how to develop and provide employment management services to candidates. The remaining six units cover project management fundamentals, safe work environments, and specific management streams.

OBJECTIVES At completion of this program, you should be able to: • Identify, develop, and implement business strategies to expand client database • Provide advice on recruitment strategies to client and better manage the recruitment process • Develop strategies to source, screen, and assess candidates, and manage candidate outcomes • Develop strategies for the retention of candidates, and their ongoing management • Implement procedures and policies to ensure that your clients are providing a safe workplace for your candidates,

and incorporate OH&S induction in your training. • Coordinate implementation of customer service strategies • Manage projects, improve leaderships skills, and implement operational plans

ASSESSMENT All national competency units can lead to the award of a nationally recognised Statement of Attainment. Therefore, as well as completing the online courses, participants are also required to complete a formal assessment unit. The formal assessment is competency based which means that you will be required to complete a set of tasks or produce a 'portfolio of evidence' which shows how you can effectively apply the skills you learn in a workplace setting. Some questions may require answers to be submitted online, others may require collection of physical evidence that will need to be posted to an assessor. Assessor contact details can be found in the overview section of all assessment modules.

COURSE DETAILS Certificate IV Level – Full Qualification • BSBEMS401 Develop Business Strategies to Expand Client Base • BSBEMS402 Develop Strategies to Source and Assess Candidates • BSBEMS403 Develop Employment Management Services to Candidates • BSBEMS404 Manage the Recruitment Process for Client Organisations • BSBCMN402A Develop Work Priorities • BSBCMN410A Coordinate Implementation of Customer Service Strategies • BSBCMN411A Monitor a Safe Workplace - For Recruitment • BSBCMN416A Identify Risk and Apply Risk Management Processes • BSBCMN419A Manage Projects

For full individual course details, refer to the sections ‘Frontline Management’ and ‘Recruitment’.

F I N A N C I A L S E R V I C E S



Training and assessment services that provide the outcomes defined in the Financial Services Training Package (FNS04), the Australian Qualification Framework (AQF) and ASIC Regulatory Guide 146 (RG 146).

Courses include: • Derivatives – Fundamentals • Foreign Exchange –

Fundamentals • Introduction to Financial Services

and Products • The Australian Taxation System

and Financial Strategies • SMSF Program (2006)Trades

Practices and Consumer Protection (Financial Services)

• Ethics 01 – Introduction to Ethical

Theory • Ethics 02 – Professional

Obligations of a Financial Advisor • Ethics 03 – The Client/Advisor

Relationship • Ethics 04 – Conflict of Interest and

the Financial Advisor

RG146 Courses:

ASIC RG 146 gives guidance to licensees and principals on how they can meet their obligations to ensure that their financial product advisers (advisers) are adequately trained. ASIC RG 146 requires advisers in the financial services sector in Australia to demonstrate the minimum educational levels (at Tier 1 or Tier 2) of knowledge, skills and integrity that are appropriate to the complexity of their activities and clients' needs. Our RG 146 Tier 1 and Tier 2 courses are all listed on the ASIC Register.

RG 146 TIER 2 TRAINING • RG 146 Tier 2 – Compliance

Training (V2) • RG 146 Tier 2 – General Insurance

(General Advice) (V2) • RG 146 Tier 2 – General Insurance

(Personal Advice) (V2)

RG 146 TIER 1 TRAINING • RG 146 Tier 1 – Superannuation

(General Advice) • RG 146 Tier 1 – Life Insurance

(General Advice) • RG 146 Tier 1 – Managed

Investments and Shares (General Advice)



DERIVATIVES - FUNDAMENTALS Essential training for parties that speculate in derivatives products, or those people working in the financial services industry looking for a high level introduction to derivatives. Derivatives instruments are important products that facilitate the management of some of the financial risks associated with borrowing and lending. This course explores the various derivative concepts primarily from the perspective of risk management instruments. This course also looks at the implications of an investment in derivatives products.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Futures contracts • Forward rate agreements • Options • Interest rate swaps and currency

swaps • The implications for parties which

speculate in derivatives products


FOREIGN EXCHANGE - FUNDAMENTALS Essential training for parties involved in foreign exchange transactions, or those people working in the financial services industry looking for a high level introduction to foreign exchange. Foreign exchange refers to the practice of buying or selling currency from one country using the currency of another. The demand for foreign exchange transactions are driven by the movement of people between countries and by trade and commerce. This course explores these markets, players and products.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • The structure and interrelation of

FX markets • The main players in FX markets • Standard terminology • The basis for the value of a

currency • Factors influencing FX rates • Risk and risk management in

relation to FX dealings


INTRODUCTION TO FINANCIAL SERVICES AND PRODUCTS

This course represents the first step towards learning more about the financial planning industry. Whether you are aiming to become a competent and qualified financial adviser, or are simply working in the industry and wish to gain a deeper understanding of the industry, this course will provide you with information that will prove invaluable to your career. To operate in the Financial Planning Industry, a financial adviser needs to have a solid knowledge of the Australian economic environment and markets, financial products and the financial planning process. These topics are addressed within this program and can be built upon to enable you to provide general advice or personal advice at PS146 Tier 1 level.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • The Australian economic

environment

• The operation of financial markets

• The nature of financial planning

• The financial planning process

• Financial planning, products and investment

• Superannuation

• Social security and retirement income streams

• Life insurance and risk management

• Estate planning

• Taxation

Duration 8.5 hrs nominal



THE AUSTRALIAN TAXATION SYSTEM AND FINANCIAL STRATEGIES Taxation is regarded as an essential part of financial planning. In conjunction with an accountant or specialised taxation adviser, a financial adviser has an obligation to provide professional advice. This unit looks at providing financial advisers with a basic understanding of the principles of taxation within Australia.

These topics are addressed within this program, and can be built upon to enable you to provide general advice or personal advice at PS146 Tier 1 level.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Taxation principles; • Fringe benefits tax; • Capital gains tax; • Superannuation; • Tax planning and strategies.


SMSF PROGRAM (2006) This program is designed to provide participants with a practical understanding of the role and operation of self managed superannuation funds (SMSFs) including: fund establishment and structure, investment rules and fund taxation issues, core strategy applications and the use of SMSFs to meet different client needs and objectives. This program will complement training undertaken at a Diploma level that is designed to meet the Superannuation Specialist Knowledge requirements of ASIC Policy Statement 146 (PS 146).

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Introduction to SMSF; • Fund operation and

management; • Contribution and benefit

payments; • SMSF investment basics; • SMSF investment planning; • Taxation planning; • RBL planning; • Estate planning issues; • Social security applications; • Client suitability and applications. Duration 50hrs nominal

TRADES PRACTICES AND CONSUMER PROTECTION (FINANCIAL SERVICES) The overview for this course is also included in the ‘Compliance’ section. Please refer to this section for more details.

ETHICS 01 - INTRODUCTION TO ETHICAL THEORY The overview for this course is also included in the ‘Compliance’ section. Please refer to this section for more details.

ETHICS 02 – PROFESSIONAL OBLIGATIONS OF A FINANCIAL ADVISOR The overview for this course is also included in the ‘Compliance’ section. Please refer to this section for more details.

ETHICS 03 – THE ADVISOR/CLIENT RELATIONSHIP The overview for this course is also included in the ‘Compliance’ section. Please refer to this section for more details.

ETHICS 04 – CONFLICT OF INTEREST AND THE FINANCIAL ADVISOR

The overview for this course is also included in the ‘Compliance’ section. Please refer to this section for more details.



RG 146 TIER 2 – COMPLIANCE TRAINING PROGRAM (V2) This course delivers the knowledge required for the Banking and Insurance stream. It is essential for personnel involved in deposit taking products, general insurance and non-cash payments. The program has been designed to fulfil Australian Securities and Investment Commission (ASIC) requirements for training of authorised representatives at Tier 2 level. There are two paths of study for the RG 146 Tier 2 – Compliance Training Program: a) General Advice Stream: Such

advice deals with financial products in general but is not targeted at the specific needs of the individual. To complete this stream, the following knowledge units must be completed including a brief online assessment at the end of each unit. The units required are:

• RG 146 Tier 2 A Training

Program Overview (V2) • RG 146 Tier 2 B Financial

Services - Fundamentals • RG 146 Tier 2 C

Financial Services – Customer Service


b) Personal Advice Stream: Such

advice is given when the provider has considered the objectives, financial situation and needs of a person, or where a reasonable person might be expected to have considered these matters. To complete this stream, the knowledge components must be completed including a brief online assessment at the end of each unit (as listed above). Plus the submission of an additional portfolio of evidence as specified below:

• RG 146 Tier 2 D

Assessment Portfolio Duration 2 weeks nominal

RG 146 TIER 2 - COMPLIANCE TRAINING PROGRAM (GI) - GENERAL ADVICE (V2) This course delivers the knowledge required for the General Insurance – General Advice stream. It is essential for personnel involved in general insurance products only. The course has been designed to fulfil Australian Securities and Investment Commission (ASIC) requirements for training of authorised representatives at Tier 2 level. General Advice Stream: Such advice deals with insurance products in general but is not targeted at the specific needs of the individual. To complete this stream, the following knowledge components must be units including a brief online assessment at the end of each unit. The units required are: • RG 146 Tier 2 A Training Program

Overview (V2) • RG 146 Tier 2 B Financial Services

(GI) - Fundamentals • RG 146 Tier 2 C Financial Services

(GI) – Customer Service (General Advice)


RG 146 TIER 2 - COMPLIANCE TRAINING PROGRAM (GI) - PERSONAL ADVICE (V2) This course delivers the knowledge required for the General Insurance – Personal Advice stream. It is essential for personnel involved in General Insurance Products only. The course has been designed to fulfil Australian Securities and Investment Commission (ASIC) requirements for training of authorised representatives at Tier 2 level. Personal Advice Stream: Such advice is given when the provider has considered the objectives, financial situation and needs of a person, or where a reasonable person might be expected to have considered these matters. To complete this stream, the following knowledge unit must be completed including a brief online assessment at the end of each unit. Plus the submission of an additional portfolio of evidence, as specified below: The units required are: • RG 146 Tier 2 A Training Program

Overview (V2) • RG 146 Tier 2 B Financial Services

(GI) - Fundamentals • RG 146 Tier 2 C Financial Services

(GI) – Customer Service (General Advice)

• RG 146 Tier 2 D Assessment Portfolio

Duration 2 weeks nominal



RG 146 TIER 1 - SUPERANNUATION (GENERAL ADVICE) This Superannuation elective stream satisfies the ASIC Regulatory Guide 146 (RG 146) regarding general advice in the area of superannuation. General advice deals with financial products in general but is not targeted at the specific needs of the individual. This course is listed on the ASIC training register under Financial Services Training and Assessment as RG 146 Training Course 3 - Superannuation.

COURSE OBJECTIVES This course will provide you with specialist knowledge about the superannuation and social security systems within Australia to assist your clients plan for their retirement and deal with any challenges faced. Additionally, it investigates the different retirement income streams that can be utilised as well as ascertaining the taxation and social security implications. This course will also provide you with understanding of the Financial Planning Industry as a whole, the basic concepts of all other financial products and the basic principles of taxation in Australia. To complete this stream, the following knowledge units must be completed, including a brief online assessment at the end of each unit. The units required are: • 101 - Introduction to Financial

Services • 102 - Introduction to Financial

Products • 104 - Superannuation Social

Security and Income Stream Products

• 106 - The Australian Taxation System and Financial Strategies

Duration 14–15hrs nominal

RG 146 TIER 1 – LIFE INSURANCE (GENERAL ADVICE) This Life Insurance elective stream satisfies the ASIC Regulatory Guide 146 (RG 146) regarding general advice in the area of Life Insurance. General advice deals with financial products in general but is not targeted at the specific needs of the individual. This course is listed on the ASIC training register under Financial Services Training and Assessment as RG 146 Training Course 2 – Life insurance.

COURSE OBJECTIVES This course will provide you with specialist knowledge about the insurance industry, the types of insurance policies available and the taxation implications of the different insurance policies. Additionally, you will learn how to collect the information you need from clients and how to go about recommending the appropriate level of cover. To complete this stream, the following knowledge units must be completed, including a brief online assessment at the end of each unit. The units required are: • 101 - Introduction to Financial


Products • 105 - Life Insurance Products and

Applications • 106 - The Australian Taxation

System and Financial Strategies


RG 146 TIER 1 – MANAGED INVESTMENTS AND SHARES (GENERAL ADVICE) This Managed Investment and Shares elective stream satisfies the ASIC Regulatory Guide 146 (RG 146) regarding general advice in the area of Managed Investments and Shares. General advice deals with financial products in general but is not targeted at the specific needs of the individual. This program is listed on the ASIC training register under Financial Services Training and Assessment as RG 146 Training Course 1 – Managed Investments and Shares.

COURSE OBJECTIVES This course covers specialist knowledge in the areas of managed investments and shares. This includes an understanding of the types of risk and their impact on investments and the management of risk through diversification; shares and the share market, including the benefits of; the main characteristics of shares; derivatives and fixed interest investments; the risks and rewards; property as an investment tool; the different types, valuation, and comparison of direct and indirect property investment; and the different types of managed funds, including the regulation and taxation of, and comparisons.

This program will also provide you with an understanding of the Financial Planning Industry as a whole, the basic concepts of all other financial products and the basic principles of taxation. To complete this stream, the following knowledge units must be completed, including a brief online assessment at the end of each unit. The units required are: • 101 - Introduction to Financial


Products • 103 – Managed Investments and

Securities • 106 - The Australian Taxation

System and Financial Strategies




ANTI-MONEY LAUNDERING Essential for all employees who fall under the AML/CTF Act. That is, financial services sector, gambling sector, bullion dealers and other professionals or businesses ('reporting entities') that provide particular 'designated services'. The Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (AML/CTF Act) received Royal Assent on 12 December 2006 and is designed to prevent and detect money laundering and terrorism financing. This course aims to orientate and educate you on your fit and obligations under the AML/CTF regime and teach you how to translate these obligations into everyday work practices. This course supports the successful facilitation of AML/CTF policies and provides a direct link to your organisational policies and procedure.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • The structure of the AML/CTF

regime in Australia; • Your fit into the AML/CTF regime; • Your obligations under the

AML/CTF regime, including: - customer identification; - AML/CTF Programs; - designated remittance service arrangements and correspondent banking; - reporting of certain transactions; and - record keeping.

• Consequences to you of not complying with your obligations.


H O S P I T A L I T Y



Provide core training in health, safety and hygiene, and responsible service of alcohol whilst building towards a formal qualification in hospitality.

Courses include: • THHCOR03B Follow Health, Safety

and Security Procedures • THHGHS01B Follow Workplace

Hygiene Procedures • THHBFB09B Provide Responsible

Service of Alcohol

KEY BENEFITS • Convenient and professional way

to deliver essential training in the hospitality industry

• Result in a nationally recognised ‘Statement of Attainment’

• May be taken as separate units or as part of a broader qualification in Hospitality.

• Minimise risk • Enhance Health and Hygiene

standards in your organisation • Provide best practice training in

responsible service of alcohol

TARGET AUDIENCE Relevant for entry level staff in the hospitality or tourism industry. Minimum qualification levels required to handle food and serve alcohol. Particularly of interest to managers interested in providing training for staff working in positions that require handling of food and alcohol.

THHCOR03B: FOLLOW HEALTH, SAFETY AND SECURITY PROCEDURES Essential for all individuals working in the tourism and hospitality industries.

ABOUT THE UNIT Upon successful completion, this unit will result in the award of a nationally recognised 'Statement of Attainment'. It may be undertaken as a separate unit of study, or as part of a broader qualification in Hospitality. This course is designed to provide you with an understanding of the skills and knowledge required to follow health, safety and security procedures. Topics covered include legislation, hazards and the hierarchy of control, security, robbery, bomb threat and fire. It involves online interactive study and the completion of an online assessment.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • How to follow workplace

procedures for health, safety and security

• How to deal with emergency situations

• How to maintain safe personal presentation standards

• How to provide feedback on health, safety and security


THHGHS01B: FOLLOW WORKPLACE HYGIENE PROCEDURES Essential for staff working in kitchens, housekeeping, food and beverage and tour operations involving the preparation of food.

ABOUT THE UNIT Upon successful completion, this unit will result in the award of a nationally recognised 'Statement of Attainment'. It may be undertaken as a separate unit of study, or as part of a broader qualification in Hospitality. This unit deals with the skills and knowledge required to follow key hygiene procedures which apply in hospitality and tourism enterprises. This unit involves online interactive study and the completion of an online assessment. Topics include food regulation in Australia, receipt and storage, personal hygiene, food spoilage and poisoning, food poisoning bacteria, food preparation, allergens, cleaning and pest control.

UNIT OBJECTIVES At the successful completion of this unit, you should be able to understand and explain: • Hygiene procedures • How to identify and prevent

hygiene risks




THHBFB09B PROVIDE RESPONSIBLE SERVICE OF ALCOHOL Under the Responsible Service of Alcohol training scheme, supported by the relevant state liquor licensing authorities, it is recommended that all licensees, liquor serving staff and security employees be trained in relation to the responsible service of alcohol in premises where alcohol is sold.

ABOUT THE UNIT Provide Responsible Service of Alcohol offers strategies for all levels of the liquor service industry to minimise the harm associated with the misuse and abuse of alcohol by any person. This unit is aligned with a national competency and can lead to the award of a nationally recognised Statement of Attainment.

UNIT OBJECTIVES This unit will provide you with essential skills and knowledge in the following areas: • Customers to whom service may

be refused • How to prepare and serve

alcoholic beverages responsibly • How to assist customers to drink

within appropriate limits • How to assist alcohol affected

people At the successful completion of this unit, you should be able to understand and explain: • How to follow workplace

procedures for health, safety and security

• How to deal with emergency situations

• How to maintain safe personal presentation standards

• How to provide feedback on health, safety and security


L O C A L G O V E R N M E N T



COUNCILLOR INDUCTION A comprehensive reference point essential for new councillors. Councillor induction is designed to provide core information to newly appointed Councillors to assist in the effective adjustment to their new role. Designed to be tailored for your Council’s specific requirements, this flexible program will help guide your Council towards best practice through improved efficiency and better understanding of your Council’s operations, city planning and services, and local issues.

COURSE OBJECTIVES This course provides key information regarding the following areas: • Council vision and mission, history,

and policies • Governance • City planning • City services • Finance • Communication • Issues and innovation Duration 1hr nominal

FRAUD AWARENESS (WHISTLEBLOWERS) Essential for anyone working in the public sector wanting to know more about the laws that protect against exposing public sector wrong-doing. This module focuses on ethical behaviour and explores links between ethics, fraud, and corruption control. It specifically outlines the steps to take if you are aware of any fraudulent activity, and the laws that protect you should you expose such behaviour (namely, the Whistleblowers Protection Act 2001).

COURSE OBJECTIVES This course will provide you with: • Greater awareness of what

constitutes fraudulent and/or corrupt behaviour;

• An understanding of the Whistleblowers Protection Act 2001;

• An understanding of how you can contribute to an ethical culture where fraud and corruption is strongly rejected;

• The steps to take should you wish to report fraudulent activity.


CHARTER OF HUMAN RIGHTS AND RESPONSIBILITIES Essential for anyone working in the Victorian public sector committed to their role in adhering to the Victorian Charter of Human Rights and Responsibilities. This training program, developed in consultation with the Human Rights Unit of the Department of Justice, is designed to introduce you to the Charter, how it will protect human rights in Victoria, and how the Charter impacts on you and your work practices.

COURSE OBJECTIVES At the completion of this course, you will be able to answer the following questions: • What are human rights? • Why do we need laws to protect

human rights? • What is the purpose of the

Charter? • When does the Charter come

into operation? • What are the rights protected by

the Charter? • How does the Charter protect

rights? • What is the impact of the Charter

on me? • What are the key rights that

affect my organisation? • What are my new responsibilities? • What are the consequences of

breaching Charter obligations? • What can I do if I think human

rights are being breached or a client thinks their human rights are being breached?

• How can I support and promote human rights?

• Where can I go for help and assistance with the Charter?




CODE OF CONDUCT – VICTORIAN PUBLIC SECTOR Essential for anyone working within the Victorian Public Sector who is committed to providing best practice in ethical and professional standards of service to the community. This course builds upon the employment and conduct principles contained in the Public Sector Management and Employment Act 1998. It highlights the importance of commitment to high standards of professionalism, service to the community and ethics.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Public Sector conduct principals

and employment principals; • What behaviour is expected both

personally and professionally as an employee in the public sector;

• How to use and release information;

• What to do when faced with issues relating to conflict of interest, financial matters and outside employment;

• Legislation that applies to the Victorian Government Public Sector.


PRIVACY - THE VICTORIAN INFORMATION PRIVACY ACT If you are working within a Victorian government organisation, statutory body, or local council, this course is essential for you. Learn about the legal requirements which apply in relation to the collection and handling of private information within the Victorian Public Sector. Ensure you are correctly handling personal information regarding customers, residents, business contacts or staff.

COURSE OBJECTIVES At the completion of this course, you should be able to understand and explain: • The 10 Information Privacy


to uphold the Information Privacy Principles;

• How to apply the Information Privacy Principles in particular situations in your workplace.


PRIVACY – THE VICTORIAN HEALTH RECORDS ACT Applicable to anyone working in the Health, Disability or Aged Care sectors within both public and private sectors within Victoria. The Health Records Act 2001 creates a framework to protect the privacy of individuals' health information. Learn how it regulates the collection and handling of health information in order to protect privacy and promote patient autonomy. This knowledge helps ensure safe and effective service delivery, and the continued improvement of health services.

COURSE OBJECTIVES Learn about: • The 11 Health Privacy Principles; • Your obligations as an employee

to uphold the Health Privacy Principles;

• How to apply the Health Privacy Principles to particular situations in your workplace.


M E D I C A L P R A C T I C E


M E D I C A L P R A C T I C E

COURSE IN DIABETES MANAGEMENT IN THE GENERAL CARE SETTING (NADC001A) Ideal for anyone working in the general care setting who wants to improve their knowledge in the area of diabetes management. This nationally accredited course has been developed by the Australian Diabetes Educators Association (ADEA) through its joint initiative with the Australian Diabetes Society (ADS), the National Association of Diabetes Centres (NADC). It is designed to give you the underlying skills to support best practice management of diabetes in the general care setting.

COURSE OBJECTIVES At the successful completion of this course, you will be able to understand: • The pathophysiology of diabetes; • Lifestyle issues in relation to

people with diabetes; • The role of diabetes medications; • The role of blood glucose

monitoring and equipment; • Hypoglycaemia and

hyperglycaemia and their impact on physical function;

• The pathophysiology of chronic complications of diabetes;

• The information and education needs of people with diabetes;

• How to assess and provide a practical approach to the management of groups with special needs;

• The important role of general practice in providing a more systematic approach to chronic disease care.


ULCERATION OF THE LOWER LEGS Targeted at general practice nurses who want to make a difference in the management of such a challenging and debilitating problem. The aim of this course is to provide the general practice nurse involved in the care and management of leg ulcers with the information and knowledge to understand, assess, and provide a practical approach to the management of lower leg ulcers. This program was developed in partnership with the Australian Practice Nurses Association and the Wounds Foundations of Australia.

COURSE OBJECTIVES The course material will list and describe knowledge and skills in the following key elements: • Historical overview; • Anatomical overview; • Physiological overview; • Hints on assessment; • Guide for diagnosis; • Methods of treatment; • Range of exercises, case studies

and images. Duration 1hr nominal

UNDERSTANDING THE MEDICARE BENEFITS SCHEDULE Essential for anyone working within the general care setting wanting to know more about how the Medicare Benefit Schedule operates. Nurses in general practice are a ‘business’ decision as much as a ‘quality of care’ decision for the practice principals. Understanding how the Medicare Benefits Schedule works will help nurses not only be more confident with this funding schedule but also understand how they can positively impact on the revenue streams of these practices.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand: • The broad underpinnings of

general practice financing in Australia including the Medicare system, the Practice Incentive Payment Program, as well as the non-Medicare rebatable services;

• How nurses can contribute to general practice income through both the Medicare and PIP systems;

• Comprehensive support information including guidance material, related resources, and fee schedules that assist nurses to claim adequately in a timely manner.


A G E D A N D C O M M U N I T Y S E R V I C E S



Essential industry training in Aged and Community Services. Units can build towards a formal qualification.

CHCAC3C: ORIENTATION TO AGED CARE WORK Essential for people already working in, or looking to work in, the Aged Care industry.

ABOUT THE UNIT This unit is developed in partnership with Aged and Community Services Australia (ACSA) and is aligned with a national competency and can lead to the award of a nationally recognised Statement of Attainment. This can then build towards the national qualification CHC30102: Certificate III in Aged Care WorkCHC30202: Certificate III in Home and Community CareCHC40902: Certificate IV in Community Services Work and other potential qualifications. Should you choose this path, you will also need to enrol in the corresponding CHCAC3C Formal Assessment course. Or, complete only this online training course and the embedded online assessment and receive a Notice of Completion. This unit is designed to show you some broad issues facing consumers of aged care services and issues facing carers of the older person. You will also have an opportunity to reflect on how you view ageing.


CHCAC3C: ORIENTATION TO AGED CARE WORK - FORMAL ASSESSMENT Students wishing to receive a Statement of Attainment for the unit CHCAC3C Orientation to Aged Care Work should undertake this training module. This Statement of Attainment is a nationally recognised award that builds towards the national qualification CHC30102: Certificate III in Aged Care Work, CHC30202: Certificate III in Home and Community Care and CHC40902: Certificate IV in Community Services Work and other potential qualifications. Under this option, assessment is competency based. As part of this process, participants will be required to complete a set of tasks or produce a 'portfolio of evidence' which shows how you can effectively apply the skills you learn in a workplace setting. These will then be sent to an authorised assessor for formal assessment. Once you are deemed competent, you will be issued with a Statement of Attainment for this unit

CHCCS303A PROVIDE PHYSICAL ASSISTANCE WITH MEDICATION Essential for care or support workers in residential facilities who distribute and administer prescribed medications under supervision. This unit describes the skills and knowledge required by care or support workers to distribute and administer medications within a residential care facility under supervision. This function is undertaken in accordance with legislation and industry guidelines. Completion of the program can lead to the award of a nationally recognised Statement of Attainment. The Statement of Attainment can build towards the national qualification in CHC40102 Certificate IV in Aged Care Work and other potential qualifications.

COURSE OBJECTIVES At the successful completion of this course you should be able to understand how to: • Prepare for medication

distribution and administration; • Identify and prepare client for

administration of medication; • Administer and/or assist with this

according to prescription requirements;

• Comply with organisational procedures for managing issues which may arise;

• Complete medication and administration.

Duration 1 week nominal



CHCAC15A PROVIDE CARE AND SUPPORT FOR PEOPLE WITH DEMENTIA Ideal for care or support workers who support clients with dementia in a variety of settings including family houses, community day settings and residential care. This unit outlines the skills and knowledge which cover communication strategies, strategies to minimise the impact of challenging behaviour, and activities that maintain client skills and health.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand how to: • Use communication strategies

which take account of the progressive and variable nature of dementia;

• Provide appropriate activities to maintain client dignity, skills and health;

• Develop and implement strategies which minimise the impact of challenging behaviours.

Duration 1 week nominal

OH&S FOR AGED CARE WORKERS Essential for anyone working in the Aged Care Industry. The OH&S for Aged Care Workers course has been developed in partnership with Aged and Community Services Australia (ACSA) and WorkCover NSW and adapted for national application. It helps you learn about OH&S through an approach called risk management. This approach is a way of organising what you know and how you act to keep workplaces safe for everyone. The modules include legislation, who is responsible for OH&S, identifying hazards, assessing and controlling risk, consultation and communication.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Routine and common hazards in

the aged care workplace; • The rights and duties of

employees and employers regarding OH&S;

• The OH&S Commonwealth, State and Territory Acts, Regulations, Codes of Practice and Industry Standards;

• The procedures in your workplace for consulting and keeping records about OH&S matters.


OH&S FOR AGED CARE WORKERS - NSW Essential for anyone working in the Aged Care Industry in NSW. The OH&S for Aged Care Workers course helps you learn about OH&S through an approach called risk management. This approach is a way of organising what you know and how you act to keep workplaces safe for everyone. This course was developed in partnership with WorkCover NSW and the Aged Care Association NSW. The modules focus on NSW requirements and include legislation; who is responsible for OH&S; identifying hazards; assessing and controlling risk; consultation; and communication successful.

COURSE OBJECTIVES At the successful completion of this course, you should be able to understand and explain: • Routine and common hazards in

the aged care workplace; • The rights and duties of

employees and employers regarding OH&S;

• The OH&S Commonwealth, State and Territory Acts, Regulations, Codes of Practice and Industry Standards;

• The procedures in your workplace for consulting and keeping records about OH&S matters.




A G E D A N D C O M M U N I T Y S E R V I C E S – F O R M A L Q U A L I F A C A T I O N S

CHC30102 CERTIFICATE III IN AGED CARE WORK Nationally accredited, this entry-level qualification covers the underpinning theory, practice and legislative framework for provision of care in the aged care sector. The emphasis of the program is on the practical aspects of the role required of the aged care worker and its relationship to the client. Practice principles are highlighted to ensure that essential supports are provided to meet the needs of the client. The program also explores the critical areas of workplace safety and the carers’ role in achieving standards of care.

ABOUT THE COURSE This course is essential training for aged care workers, aged care assistants, personal care assistants, residential care workers, disability support workers, and community care workers. Or any worker in this occupational group who works in the community and/or residential facility under direct supervision. The course will provide you with essential skills and knowledge with regards to the frameworks guiding the provision of care and support to older persons, professional contingency management for aged care workers, individual service design and implementation, and how support aged people with special needs. The program has been divided into the following 'Topics': Topic 1: Care and support for older persons Topic 2: Working with aged people with special needs Topic 3: Professional contingency management Topic 4: Individual service design and implementation (aged care)

ASSESSMENT This program is aligned with the national competency CHC30102 Certificate III Aged Care Work, a nationally recognised qualification. To be deemed competent, you will be required to complete both the online course component, and a separate online formal assessment component for each unit. The formal assessment requires you to complete a set of tasks or produce a 'portfolio of evidence' which shows how you can effectively apply the skills you learn in a workplace setting. These will then be sent to an authorised assessor for assessment. Once you are deemed competent, you will be issued with a nationally recognised Statement of Attainment.



CHC30302 CERTIFICATE III IN DISABILITY WORK

The Certificate III in Disability Work is an accredited course that covers the underpinning theory, practice and legislative elements that direct service provision to people with a disability. The emphasis within the course focuses on the roles and relationship between carers and clients and the process of providing suitable support to meet client needs. The course also examines the critical areas of workplace safety and carer's role in achieving high standards of care.

ABOUT THE COURSE Practical and industry focused, this course provides participants with the skills required to support people with disabilities. Successful completion of the course and the relevant formal assessment units entitles the participant to a Certificate III in Disability Work, a nationally recognised qualification. The course has been divided into the following 'Topics': Topic 1: Working with people with special needs Topic 2: Frameworks for the provision of care and support Topic 3: Individual service design and implementation Topic 4: Developing life skills and assisting learning Topic 5: Supporting community participation and vocational planning Topic 6: Professionalism and workplace responsibilities

ASSESSMENT This course program is aligned with the national competency CHC30302 Certificate III in Disability Work, a nationally recognised qualification. To be deemed competent, you will be required to complete both the online course component and a separate online formal assessment component for each 'Topic'. The formal assessment requires you to complete a set of tasks or produce a 'portfolio of evidence' which shows how you can effectively apply the skills you learn in a workplace setting. These will then be sent to an authorised assessor for assessment. Once you are deemed competent for each 'Topic', you will be awarded the national qualification 'Certificate III in Disability Work (CHC30302).



CHC40302 CERTIFICATE IV IN DISABILITY WORK

The Certificate IV in Disability Work is an accredited program that will equip you to provide training and support to people with disabilities to enhance their ability to achieve greater levels of independence and community participation. The training is designed to provide skills and knowledge required to work within the disability services sector including supported employment, recreation, adult day support services, advocacy, respite and peer support programs. It also prepares you for the role of a team leader or supervisor which may involve assessing client needs, planning care, supervising a work team and co-ordinating administration. Participants wishing to study Certificate IV must be employed in the industry and/or have completed Certificate III in Disability Work. In this course, you will learn the skills necessary for a career in the disability sector, such as client service, advocacy and networking, and working within the legal and ethical guidelines in the field.

ABOUT THE COURSE Practical and industry focused, this course provides participants with the skills required to support people with disabilities. Successful completion of the course and the relevant formal assessment units entitles the participant to a Certificate IV in Disability Work, a nationally recognised qualification. This program has been divided into the following units: CHCCS301A Work within legal and ethical framework CHCDIS2C Maintain an environment designed to empower people with disabilities CHCDIS3C Provide services to people with disabilities CHCCOM3C Utilise specialist communication skills to build strong relationships CHCDIS6C Plan and implement community integration CHCDIS4B Design procedures for support CHCORG5B Maintain an effective work environment CHCOH&S302A Participate in safety procedures for direct care work CHCCS409A Meet the dietary and nutritional needs of clients in a culturally appropriate manner HLTFS7A Follow basic food safety procedures CHCDIS1C Orientation to disability work CHCCS402A Respond holistically to client issues CHCCS2C Deliver and develop client services CHCADMIN5C Work within the administration protocols of the organisation CHCORG29A Provide coaching and motivation CHCCS405A Work effectively with culturally diverse clients and co-workers ASSESSMENT This course program is aligned with the national competency CHC40302 Certificate IV in Disability Work, a nationally recognised qualification. To be deemed competent, you will be required to complete both the online course component and a separate online formal assessment component for each unit. Assessment is competency based which means that the emphasis is on the practical application of key concepts in the work setting. Participants must therefore demonstrate sufficient competence in the targeted areas in order to be deemed ‘competent’ in that unit. The demonstration of evidence will require completion of prescribed tasks or collection and submission of a Workplace Validation Checklist.

I T A N D C O M P U T I N G A P P L I C A T I O N S


I T A N D C O M P U T I N G A P P L I C A T I O N S C O U R S E B U N D L E S

IT CERTIFICATION TRAINING • CCNA Bundle • COMPTIA A+ Bundle • COMPTIA Network+ Bundle

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MICROSOFT OPERATING SYSTEMS • Microsoft Windows Vista Bundle



I T A N D C O M P U T I N G A P P L I C A T I O N S - I N D I V I D U A L T I T L E S

MICROSOFT OFFICE • Access 2003 – Fundamentals • Access XP (2002) – Introduction • Access XP (2002) – Intermediate • Access XP (2002) – Advanced • Access 2000 – Introduction • Access 2000 – Intermediate • Access 2000 – Advanced • Access 97 – Introduction • Access 97 – Intermediate • Access 97 – Advanced • Excel 2003 – Fundamentals • Excel XP (2002) – Introduction • Excel XP (2002) – Intermediate • Excel XP (2002) – Advanced • Excel 2000 – Introduction • Excel 2000 – Intermediate • Excel 2000 – Advanced • Excel 2000 – Data Analysis • Excel 2000 – Formulas and

Functions • Excel 2000 – Macros and Charts • Excel 97 – Introduction • Excel 97 – Intermediate • Excel 97 – Advanced • Excel 97 – Formulas and Functions • Excel 97 – Macros and Charts • PowerPoint 2003 – Fundamentals • PowerPoint XP (2002) –

Introduction • PowerPoint XP (2002) –

Intermediate • PowerPoint XP (2002) – Advanced • PowerPoint 2000 – Introduction • PowerPoint 2000 – Advanced

• PowerPoint 2000 – Effective

Presentations • PowerPoint 2000 –Presentations • PowerPoint 97 – Introduction • PowerPoint 97 – Advanced • Word 2003 - Fundamentals • Word XP (2002) - Introduction • Word XP (2002) – Intermediate • Word XP (2002) – Advanced • Word 2000 – Introduction • Word 2000 – Intermediate • Word 2000 – Advanced • Word 2000 – Desktop Publishing • Word 2000 – Secrets and

Timesavers • Word 97 – Introduction • Word 97 – Intermediate • Word 97 – Advanced • Word 97 – Desktop Publishing • Word 97 – Secrets and Timesavers • FrontPage 2003 - Fundamentals • FrontPage XP (2002) –

Introduction • FrontPage XP (2002) –

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Fundamentals • Microsoft Office 2000 –

Integration Microsoft Office 2000 – Web Tools

• Microsoft OneNote 2003 – Fundamentals

• Microsoft Publisher 2003 – Fundamentals

• Microsoft Visio 2003 – Fundamentals

• Microsoft Visual Basic for Applications

• Outlook 2003 – Fundamentals • Outlook XP (2002) – Emailing • Outlook XP (2002) – Scheduling • Outlook 2000 - Emailing • Outlook 2000 – Scheduling • Outlook 98 – Emailing • Outlook 98 – Scheduling

MICROSOFT OPERATING SYSTEMS • Windows XP – Introduction • Windows XP – Intermediate • Windows XP – Advanced • Windows XP – Internet • Windows XP – Networking • Windows 2000 – Desktop

Management • Windows 2000 – Getting

Acquainted • Windows 2000–Installation and

Configuration • Windows 2000 – Internet

Functionality • Windows 2000 – Security • Windows 98 – What’s New • Windows 98 – Introduction • Windows 98 – Advanced • Windows 98 – Internet • Windows 98 – Networking • Windows 98 – Secrets and

Timesavers



WORD PROCESSING • WordPerfect 9 – Introduction • WordPerfect 9 – Intermediate • WordPerfect 9 – Advanced • WordPerfect 9 – Desktop

Publishing • WordPerfect 9 – Secrets and

Timesavers

GRAPHICS/ PUBLISHING • Adobe – Acrobat • Corel – Central 9 • CorelDRAW 9 Introduction • FrontPage 2003 Fundamentals • FrontPage XP (2002) –

Introduction • FrontPage XP (2002) –

Intermediate • FrontPage XP (2002) - Advanced • FrontPage 2000 – Introduction • FrontPage 2000 – Intermediate • FrontPage 2000 – Advanced • Microsoft Publisher 2003 –

Fundamentals • PageMaker 6.5 Plus – Introduction • Photoshop 5.5 – Introduction • Photoshop 5.5 – Intermediate • Photoshop 5.5 – Advanced • Photoshop 5.5 – Web Graphics

DATABASES/CRM • Access 2000 Fundamentals • Access XP (2002) Introduction • Access XP (2002) Intermediate • Access XP (2002) Advanced • Access 2000 Introduction • Access 2000 Intermediate • Access 2000 Advanced • Access 97 Introduction • Access 97 Intermediate • Access 97 Advanced • ACT! 2000 Introduction • ACT! 2000 Advanced • ACT! 2000 Secrets and Timesavers • Goldmine 5.0 Introduction • Goldmine 5.0 Intermediate • Goldmine 5.0 Advanced

COMPUTERS • Getting Started – Getting started

with PCs • PC Maintenance – Upgrading

your PC • PC Maintenance – Doing It

Yourself • PC Maintenance – Modems,

Sound, Video • PC Maintenance – Preventative

Measures

LOTUS • Approach Millennium –

Introduction • FastSite – Millennium • Lotus 1-2-3 Millennium -

Introduction • Lotus 1-2-3 Millennium –

Intermediate • Lotus 1-2-3 Millennium –

Advanced • Lotus 1-2-3 Millennium – Formulas

and function • Lotus 1-2-3 Millennium – Macros

and Charts • Lotus Notes 5 – Applications

Development • Lotus Notes 5 – Communications • Lotus Notes 5 – Volume 1 • Lotus Notes 5 – Volume 2

INTERNET/ WEBMASTER • Discover the Internet • Internet Explorer – 5.0

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