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  • BSBCMM201 Communicate in the workplace

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    What's it about? This unit describes the skills and knowledge required to communicate in the workplace including gathering, conveying and receiving information and completing routine written correspondence. Who's it for? It applies to individuals who perform a range of routine workplace communication tasks using a limited range of practical skills and fundamental knowledge of effective listening, questioning and non-verbal communication in a defined context under direct supervision or with limited individual responsibility.No licensing, legislative or certification requirements apply to this unit at the time of publication.

    Publisher: IBSA

  • BSBCMM301 Process customer complaints

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    What's it about? This unit describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers. Who's it for? It applies to individuals who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.No licensing, legislative or certification requirements apply to this unit at the time of publication.

    Publisher: IBSA

  • BSBCUS201 Deliver a service to customers

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    What's it about? This unit describes the skills and knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback. Who's it for? It applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.No licensing, legislative or certification requirements apply to this unit at the time of publication.

    Publisher: IBSA

  • BSBWHS201 Contribute to health and safety of self and others

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    What's it about? This unit describes the skills and knowledge required to work in a manner that is healthy and safe in relation to self and others and to respond to emergency incidents. It covers following work health and safety (WHS) and emergency procedures and instructions, implementing WHS requirements and participating in WHS consultative processes. Who's it for? It applies to individuals who require a basic knowledge of WHS to carry out work in a defined context under direct supervision or with some individual responsibility, in a range of industry and workplace contexts.NOTE: The terms 'occupational health and safety' (OHS) and 'work health and safety' (WHS) are equivalent and generally either can be used in the workplace. In jurisdictions where the Model WHS Act has not been implemented RTOs are advised to contextualise the unit of competency by referring to the existing State/Territory OHS legislative requirements.No licensing, legislative or certification requirements apply to this unit at the time of publication.

    Publisher: IBSA

  • BSBWOR203 Work effectively with others

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    What's it about? This unit describes the skills and knowledge required to work cooperatively with others and deal effectively with issues, problems and conflict. Who's it for? It applies to individuals who perform a range of routine tasks using a limited range of practical skills, and a fundamental knowledge of teamwork in a defined context under direct supervision or with limited individual responsibility.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

    Publisher: IBSA

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Here you will find our extensive range of Vocational Education and Training (VET) student workbooks for the BSB Business Services, SIT Tourism Hospitality and Events, FNS Financial Services and TAE Training and Education Training Packages as well as IBSA Academy.

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