BSB30120 – Certificate III in Business

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Business & Administration

BSB30120

CERTIFICATE III IN BUSINESS

Offering Specialisations in Customer Engagement and Business Administration

This qualification reflects the role of individuals who apply a broad range of competencies in a varied work context using some discretion, judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.

ENTRY REQUIREMENTS

There are no pre-requisites for entry into this qualification.

Preferred pathways for candidates considering this qualification include:

  • BSB20120 Certificate II in Business or other relevant qualification

OR

  • With vocational experience assisting in a range of support roles without a formal business qualification.

 

OCCUPATIONAL NAMES

Job roles and titles vary across different industry sectors.   Possible job titles relevant to this qualification include:

 

– Customer service advisor – Data Entry Operator
– General Clerk – Payroll Officer
– Typist – Word processing operator

 

EMPLOYMENT OPPORTUNITIES

Individuals with this qualification are able to perform roles, such as:

 

  • Guiding others in overcoming problems or challenges and resolving conflicts in the workplace
  • Organising workplace information on behalf of themselves and/or others
  • supervising a small team in a business environment
  • communicating to team and clients and using technology
  • producing written correspondence and reports
  • monitoring and reporting the performance of their own work and that of others in their area.
  • Contributing to planning processes and identifying priorities
  • Setting team goals and training staff to meet these goals.

 

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
  • Credit transfer
  • Mutual recognition
  • Recognition by assessment

 

COURSE OUTCOMES

Gain the skills required to:

Communicate verbally with others in negotiation, training and questioning Convey workplace procedures and work instructions to team members
Write a range of simple documentation and communications Demonstrate individual responsibility for completing tasks
Complete individual tasks to support team goals Resolve issues and conflicts with team members
Use manuals and other documentation to overcome problems with information technology or other office equipment Suggest improvements to support the development of improved work practices and team effectiveness
Contribute to planning processes with team members to meet expected outcomes Develop a comprehensive knowledge and understanding of products and services
Gather, organise and apply workplace information for the organisation’s work processes and information systems Use word processing packages, spreadsheets or databases to produce written correspondence and reports
Identify development needs and seek training to fill the needs Monitor and record the performance of own work area

 

Delivery Arrangements

The Certificate III program is typically delivered over a 12 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 458 hours in total. 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 26 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 13 session ideal structure for Certificate III and IV 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 13 units including 6 core unit and 7 elective units of which 2 must be from Group A, 1 from Group B and the remainder from any other choices below.  3 units can be chosen from other qualifications Target Training offers at Certificate II, III and IV level.

 

To specialise and therefore graduate with any of:

BSB30120 Certificate III in Business (Customer Engagement)

BSB30120 Certificate III in Business (Business Administration)

you must choose all 4 electives from that specialisation, then 3 from any other elective choices below or any Cert II, III or IV qualifications as offered by Target Training.

 

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core Units
BSBCRT311 Apply critical thinking skills in a team environment
BSBPEF201 Support personal wellbeing in the workplace
BSBSUS211 Participate in sustainable work practices
BSBTWK301 Use inclusive work practices
BSBWHS311 Assist with maintaining workplace safety
BSBXCM301 Engage in workplace communication
Group A Elective Units
BSBTEC301 Design and produce business documents
BSBTEC302 Design and produce spreadsheets
BSBTEC303 Create electronic presentations
BSBTEC404 Use digital technologies to collaborate in a work environment
BSBWRT311 Write simple documents
Group B Elective Units  
BSBPEF301 Organise personal work priorities
BSBPMG430 Undertake project work
BSBSTR301 Contribute to continuous improvement
BSBWHS332X Apply infection prevention and control procedures to own work activities
Customer Engagement Specialisation Units
BSBOPS304 Deliver and monitor a service to customers
BSBOPS305 Process customer complaints
SIRXCEG002 Assist with customer difficulties
SIRXPDK001 Advise on products and services
Business Administration Specialisation Units
BSBFIN301 Process financial transactions
BSBINS202 Handle receipt and dispatch of information
BSBOPS301 Maintain business resources
BSBOPS303 Organise schedules

 

Core Units of Competency:

 

BSBCRT311 Apply critical thinking skills in a team environment

 

  1. Prepare to address workplace problem
  2. Evaluate solutions for workplace problem
  3. Finalise and review solution development process

 

BSBPEF201 Support personal wellbeing in the workplace

  1. Recognise factors that impact personal wellbeing
  2. Plan communication with supervisor
  3. Communicate with supervisor
  4. Investigate available wellbeing resources

 

BSBSUS211 Participate in sustainable work practices

  1. Measure sustainable work practices
  2. Support sustainable work practices
  3. Seek opportunities to improve sustainable work practices

 

BSBTWK301 Use inclusive work practices

  1. Establish practices that support individual differences in the workplace
  2. Work effectively with individual differences
  3. Assess use of inclusive practices

 

BSBWHS311 Assist with maintaining workplace safety

  1. Assist with incorporating WHS policies and procedures into work team processes
  2. Contribute to consultative arrangements for managing WHS
  3. Contribute to organisational procedures for providing WHS training
  4. Participate in identifying hazards, and assessing and controlling risks for the work area

 

BSBXCM301 Engage in workplace communication

  1. Plan workplace communication
  2. Undertake routine communication
  3. Participate in workplace communication

 

Elective Units of Competency

 

BSBTEC301 Design and produce business documents

  1. Select and prepare resources
  2. Design document
  3. Produce document
  4. Finalise document

 

BSBTEC302 Design and produce spreadsheets

  1. Select and prepare resources
  2. Plan spreadsheet design
  3. Create spreadsheet
  4. Produce charts
  5. Finalise and present spreadsheets

BSBTEC303 Create electronic presentations

  1. Prepare to create presentation
  2. Create presentation
  3. Finalise presentation

 

BSBTEC404 Use digital technologies to collaborate in a work environment

  1. Review existing digital technology use in the business
  2. Identify opportunities to implement digital technologies for workplace collaboration
  3. Implement and use digital technologies to collaborate in the workplace

 

BSBWRT311 Write simple documents

  1. Plan document
  2. Draft document
  3. Review document
  4. Write final document

BSBPEF301     Organise personal work priorities

  1. Organise and complete own work schedule
  2. Monitor own work performance
  3. Coordinate personal skill development and learning

 

BSBPMG430  Undertake project work

  1. Establish project parameters
  2. Develop project plan
  3. Administer and monitor project
  4. Finalise and review project

 

BSBSTR301 Contribute to continuous improvement

  1. Coordinate continuous improvement
  2. Monitor and report specified outcomes
  3. Support opportunities for further improvement

 

BSBWHS332X Apply infection prevention and control procedures to own work activities

  1. Prepare to undertake work activities in a manner that supports infection prevention and control
  2. Undertake work activities in a manner that supports infection prevention and control
  3. Finalise work activities according to organisational infection prevention and control requirements

BSBOPS304    Deliver and monitor a service to customers

  1. Identify customer needs
  2. Deliver a service to customers
  3. Monitor and report on service delivery

 

 

BSBOPS305    Process customer complaints

  1. Respond to complaints
  2. Refer complaints
  3. Exercise judgement to resolve customer service issues

 

SIRXCEG002 Assist with customer difficulties

  1. Deal with customer complaints
  2. Deal with refunds and exchanges
  3. Deal with difficult customers
  4. Provide feedback on customer service

 

SIRXPDK001 Advise on products and services

  1. Develop product and service knowledge
  2. Respond to customer requests
  3. Enhance information provided

 

BSBFIN301 Process financial transactions

  1. Prepare financial transactions
  2. Process financial transactions
  3. Reconcile outstanding accounts
  4. Determine outstanding debt processes

 

BSBINS202 Handle receipt and dispatch of information

  1. Receive and distribute incoming information
  2. Receive and despatch outgoing information

 

BSBOPS301      Maintain business resources

  1. Advise on resource requirements
  2. Monitor resource usage and maintenance
  3. Acquire resources

BSBOPS303 Organise schedules

  1. Establish schedule requirements
  2. Manage schedules
  3. Evaluate effectiveness of schedule
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