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BSB20120
CERTIFICATE II IN WORKPLACE SKILLS
This qualification is ideal for those with limited vocational experience assisting in a range of work settings without a formal business qualification.
ENTRY REQUIREMENTS
There are no pre-requisites for this qualification.
Preferred pathways into this qualification include:
- BSB10120 Certificate I in Business or other relevant qualification/s OR
- with vocational experience assisting in a range of work settings
- without a formal business qualification
OCCUPATIONAL NAMES
Job roles and titles vary across different industry sectors. Possible job
titles relevant to this qualification include:
| · Administration Assistant | · Clerical Worker |
| · Data entry operator | · Information desk clerk |
| · Office junior | · Receptionist |
EMPLOYMENT OPPORTUNITIES
Individuals with this qualification are able to perform roles, such as:
- Entry level communication in the workplace
- Handling and redirecting incoming and outgoing mail
- Working in a team situation
- Producing simple processed documents
- Create and use spreadsheets
- Establish contact with customers, identify their needs and deliver a service
- Implement daily OHS requirements in the workplace
- Explore business ideas and contribute to workplace innovation.
CAREER PATHWAY
A number of career pathways are available to you typically with further
study, such as Administration Coordinator, Customer service Coordinator,
Team Leader, Account Manager or Office Manager.
SKILLS RECOGNITION
If you already have some training, work or life experience in management, team leader role or coordinator, you may be eligible to have your existing skills and knowledge recognised and apply for advanced standing for one or more units. Processes for recognition include:
- Credit transfer
- Mutual recognition
- Recognition by assessment
COURSE OUTCOMES
| Gain the skills required to: | |
| Ø communicating verbally with clients and colleagues | Ø drafting routine correspondence that meets the organisational standards of style, format and accuracy |
| Ø working in a team environment to promote team commitment and cooperation | Ø choosing appropriate methods for communication and transferring information |
| Ø dealing with client enquiries and complaints | Ø raising occupational health and safety issues with designated personnel |
| Ø planning and organising own work schedule for the day | Ø planning the layout of simple documents using appropriate software |
| Ø dealing sensitively with client needs and cultural, family and individual differences | Ø obtaining feedback on work performance and identifying opportunities for improvement |
| Ø encouraging, acknowledging and acting on constructive feedback from team members | Ø using manuals, training booklets and online help to overcome difficulties |
Delivery arrangements
Certificate II is typically recommended via training and assessment on the job. The Certificate III and IV programs are typically delivered over a minimum 10 month period using a blend of on and off the job approaches. We combine group learning sessions with self-directed reading, summative assessment projects and research activities that combined we have allowed up to 350 hours. The qualifications can be fast-tracked, depending on current competencies of learner as well as their available time in completing the requirements. For learners completing the qualification via traineeship arrangements, we have set a minimum of 20 hours of face-to-face group training sessions. In this way learners can learn from each other while being guided by the experienced facilitator.
Pathways
This qualification can be completed via any of these pathways as follows. We offer flexibility with this qualification.
RPL: If you have skills and experience to meet all the competencies of any unit/s, and can demonstrate/document that competency, then you may apply for RPL (recognise prior learning). Please contact our office for more details of this assessment-only process and an application form. Learners should allow 125 hours to complete the qualification in this format, however, this is assuming that they are able to provide sufficient and current evidence.
Group sessions: There may be a number of people in your organisation that can come together for a series of training sessions in your workplace, or an agreed alternate location. We have a 10 session ideal structure for Certificate II however the amount of time face-to-face can be discussed and agreed depending on the current competencies of the participants and viability of them coming together. This involves a combination of summative and formative assessments that include research, written tasks and demonstration activities.
Flexible: It may not be possible or preferential to co-ordinate face-to-face sessions so we can also assist you through the qualification via post, email and phone support. Learners should allow up to 350 hours regardless.
Blended Approach: You may prefer a combination of face-to-face sessions supported by email support and telephone conferencing. We can structure a program by incorporating all of these options.
COURSE STRUCTURE
This qualification requires a total of 10 units including 7 core unit and 3 elective units. The 3 electives must be chosen from the list below. Up to 2 of them may be chosen from other Certificate II or III qualifications offered by Target Training.
Elective units must be relevant to work outcome, local industry requirements and the qualification level
| Core Units | |
| BSBCMM211 | Apply communication skills |
| BSBOPS201 | Work effectively in business environments |
| BSBPEF202 | Plan and apply time management |
| BSBSUS211 | Participate in sustainable work practices |
| BSBWHS211 | Contribute to the health and safety of self and others |
| BSBCRT201 | Develop and apply thinking and problem-solving skills |
| BSBTEC202 | Use digital technologies to communicate in a work environment |
| Elective Units | |
| BSBFIN301 | Process financial transactions |
| BSBOPS202 | Engage with customers |
| BSBOPS203 | Deliver a service to customers |
| BSBTWK201 | Work effectively with others |
| SIRXCEG002 | Assist with customer difficulties |
| SIRXPDK001 | Advise on products and services |
Units of Competency Learning Outcomes
Core Units:
BSBCMM211 Apply communication skills
- Gather, convey and receive information and ideas
- Complete workplace documentation and correspondence
- Communicate in a way that responds positively to individual differences
BSBOPS201 Work effectively in business environments
- Identify the business context
- Work in a team
- Develop effective work habits
BSBPEF202 Plan and apply time management
- Organise work schedule
- Complete work tasks
- Review work performance
BSBSUS211 Participate in sustainable work practices
- Measure sustainable work practices
- Support sustainable work practices
- Seek opportunities to improve sustainable work practices
BSBWHS211 Contribute to health and safety of self and others
- Operate safely in own work environment
- Operate safely within requirements of own role
- Participate in WHS consultative processes
BSBCRT201 Develop and apply thinking and problem-solving skills
- Investigate problem solving
- Prepare and ask questions
- Solve basic workplace issues
- Seek feedback on questions and problem solving
BSBTEC202 Use digital technologies to communicate in a work environment
- Identify purpose and methods of digital communication
- Implement procedures to send and receive digital communications
- Assist in managing digital communications
Elective Units
BSBFIN301 Process financial transactions
- Prepare financial transactions
- Process financial transactions
- Reconcile outstanding accounts
- Determine outstanding debt processes
BSBOPS202 Engage with customers
- Establish customer demands
- Provide customer service
- Finalise customer engagement
BSBOPS203 Deliver a service to customers
- Establish contact with customers
- Identify customer needs
- Deliver service to customers
- Process customer feedback
BSBTWK201 Work effectively with others
- Develop effective workplace relationships
- Improve workgroup processes
- Resolve issues, problems and conflict
SIRXCEG002 Assist with customer difficulties
- Deal with customer complaints
- Deal with refunds and exchanges
- Deal with difficult customers
- Provide feedback on customer service
SIRXPDK001 Advise on products and services
- Develop product and service knowledge
- Respond to customer requests
- Enhance information provided