BSB20120 Certificate II in Workplace Skills (Full Course)

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BSB20120 Certificate II in Workplace Skills (Full Course)


Units of Competency

10

Course Access

12 months access to online course

Support Hours

7am - 9pm AEST (Mon - Fri)

Why Study with AOT?

  • Over 15 years of delivering qualifications online
  • Dedicated eLearning and LMS development team
  • Courses developed in-house by industry experts
  • Courses written specifically for online delivery
  • Professional and industry skilled trainers
  • Rated ‘Excellent’ on independent review platform TrustPilot

Simulated Workplace

Full access to our unique virtual company that brings your course material to life.

Delivery Mode

100% online, available 24/7
No classroom attendance or work placement

Trainer Support

One-on-one unlimited

Get 35% OFF the prepaid fee when you enrol this month! See website terms and conditions for details. 

The BSB20120 Certificate II in Workplace Skills replaces the BSB20115 Certificate II in Business. 

This entry-level course will assist you to make your first step into the business world.  If you do not have any formal work experience yet and want to develop the necessary skills required to start a career in the office, this course is for you. 

This course is designed to provide you with the skills and knowledge required for routine tasks in entry-level administrative roles, performed under direct supervision. 

You will learn practical and fundamental operational workplace skills to give you the confidence to perform administrative tasks effectively within a business environment. This includes communication, time management and using business software and inclusive work practices. 

Enrol now to gain employability skills and be ready for more job opportunities! 

The middle of the range of salaries earned by graduates in the Management and Commerce field starting their first ever full-time job after graduating (Certificate II) is $32,600. 

Source: https://www.myskills.gov.au/courses/details?Code=BSB20120 

  • Office Assistant 
  • Junior Administration Assistant 
  • Junior Clerical Worker 
  • Data Entry Operator
  • Junior Personal Assistant
  • Receptionist 

BSBPEF201 Support personal wellbeing in the workplace

This unit describes the skills and knowledge required to advocate for and feel empowered about personal wellbeing in the workplace. It involves developing and applying basic knowledge of factors that may influence wellbeing, both positively and negatively.

The unit applies to those in a range of industry and workplace contexts, who work under direct supervision. It may also apply to learners who are preparing to enter the workforce.

Topics:
  1. Recognise factors that impact personal wellbeing
  2. Plan communication with supervisor
  3. Communicate with supervisor
  4. Investigate available wellbeing resources
Upon successful completion of this unit, you will:
  • Develop a plan for communication with supervisor
  • Identify and access one formal and one informal wellbeing resource.
In the course of the above, you must:
  • Develop a plan to communicate with supervisor, including:
    • Factors that may impact on own wellbeing, both positively and negatively
    • Appropriate style of communication
    • Appropriate method of communication
    • Strategy to deal with negative response.
Nominal hours = 50

BSBSUS211 Participate in sustainable work practices

This unit describes the skills and knowledge required to measure, support and find opportunities to improve the sustainability of work practices.

The unit applies to individuals, working under supervision or guidance, who are required to follow workplace procedures and instructions. These individuals work in an environmentally sustainable manner within scope of competency, authority and own level of responsibility.

Topics:
  1. Measure sustainable work practices
  2. Support sustainable work practices
  3. Seek opportunities to improve sustainable work practices
Upon successful completion of this unit, you will:
  • Participate in at least three sustainable work practices.
In the course of the above, you must:
  • Identify benefits of sustainable work practices and areas of improvement for sustainable practices in the workplace
  • Identify and apply sustainability legislation and organisational sustainability policies and procedures
  • Participate in and support discussions for improved resource efficiency processes
  • Identify, measure and document usage of resources
  • Collaborate with team members to develop suggestions for improving workplace sustainability practices.
Nominal hours = 20

BSBTEC201 Use business software applications

This unit describes the skills and knowledge required to select and use software and organise electronic information and data.

The unit applies to those who use a limited range of practical skills with a fundamental knowledge of equipment use and the organisation of data in a defined context, under direct supervision or with limited individual responsibility.

Topics:
  1. Select and prepare to use technology
  2. Input and process information or data
  3. Finalise and store document
Upon successful completion of this unit, you will:
  • Select and use at least three business software applications on two occasions each.
In the course of the above, you must:
  • Select and use technology safely and according to organisational requirements
  • Identify and address faults according to requirements.
Nominal hours = 60

BSBCMM211 Apply communication skills

This unit describes the skills and knowledge required to apply basic communication skills in the workplace, including identifying, gathering and conveying information along with completing assigned written information.

The unit applies to individuals working under direct supervision, who are developing basic skills and knowledge of workplace communication in preparation for working in a broad range of settings.

Topics:
  1. Identify communication requirements
  2. Communicate using verbal and non-verbal communication skills
  3. Draft written communications
Upon successful completion of this unit, you will:
  • Use verbal and non-verbal skills to seek and convey information in face-to-face situations on at least three occasions
  • Draft written documents and confirm that the documents meet organisational requirements on at least three occasions.
Nominal hours = 40

BSBTWK301 Use inclusive work practices

This unit describes the skills and knowledge required to recognise and interact productively with diverse groups of individuals in the workplace. It covers responding to and working effectively with individual differences that might be encountered during the course of work.

The unit applies to individuals who work in a variety of contexts where they will be expected to interact with diverse groups of individuals. They may also provide some leadership and guidance to others and have some limited responsibility for the output of others.

Topics: 
  1. Establish practices that support individual differences in the workplace
  2. Work effectively with individual differences
  3. Assess use of inclusive practices
Upon successful completion of this unit, you will:
  • use at least two different inclusive work practices
  • work with a diverse group of individuals to achieve work outcomes on at least two occasions.
In the course of the above, you must:
  • contribute to developing a plan for incorporating inclusive practices in work tasks, according to legislative requirements and organisational policies and procedures
  • adjust language and behaviour in interactions with diversity according to legislative and organisational requirements comply with workplace inclusivity regulations, standards and codes of practice.
Nominal hours = 30

BSBXCM301 Engage in workplace communication

This unit describes the skills and knowledge required to communicate (through written, oral and nonverbal form) in the workplace within an industry.

This unit applies to a wide range of workers, but has a specific focus on the communication skills required for workers with limited responsibility for others.

Topics:
  1. Plan workplace communication
  2. Undertake routine communication
  3. Participate in workplace communication
Upon successful completion of this unit, you will:
  • Identify the most appropriate method of communication for the intended audience
  • Prepare written material that is clear in meaning and format according to organisational requirements
  • Demonstrate active listening and questioning techniques in a workplace discussion
  • Communicate information and ideas verbally in a workplace discussion, considering the needs of those from diverse backgrounds
  • Identify and report any communication challenges to superiors
  • Seek feedback from others on effectiveness of communication
Nominal hours = 40

BSBOPS201 Work effectively in business environments

This unit describes the skills and knowledge required to work effectively in business environments. It includes identifying and working to organisational standards, managing workload and working as part of a team.

The unit applies to those who work in a broad range of settings. These individuals typically work under some supervision and guidance.

Topics: 
  1. Identify the business context
  2. Work in a team
  3. Develop effective work habits
Upon successful completion of this unit, you will:
  • complete at least four tasks in a business environment, including:
    • working to organisational standards
    • managing workload
    • working as part of a team.
In the course of the above, you must:
  • comply with legal responsibilities, and organisational requirements
  • escalate issues and seek assistance.
Nominal hours = 30

BSBOPS203 Deliver a service to customers

This unit describes the skills and knowledge required to deliver 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.

The unit applies to those 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.

Topics: 
  1. Establish contact with customers
  2. Identify customer needs
  3. Provide service to customers
  4. Process customer feedback
Upon successful completion of this unit, you will:
  • deliver a service to at least three different customers.
In the course of the above, you must:
  • greet the customer and establish rapport according to organisational requirements
  • identify customer needs using interpersonal skills
  • provide prompt service to address customer needs
  • identify and follow up opportunities to increase the quality of service and products
  • respond to and record all customer feedback according to organisational standards, policies and procedures.
Nominal hours = 40

BSBPEF202 Plan and apply time management

This unit describes the skills and knowledge required to implement time management processes to organise and complete work tasks. It also addresses skills and knowledge to seek and review feedback for performance improvement regarding time management and use technology appropriate to the task.

The unit applies to individuals working under direct supervision. These individuals apply basic skills and knowledge in a broad range of work settings.

Topics:
  1. Organise work schedule
  2. Complete work tasks
  3. Review work performance
Upon successful completion of this unit, you will:
  • Develop and implement at least one time management plan with support of relevant personnel.
In the course of the above, you must:
  • Complete each work task within specified timeframe, seeking opportunities to use digital tools where applicable
  • Seek and use feedback from others to monitor and improve work performance.
Nominal hours = 20

BSBWHS211 Contribute to the health and safety of self and others

This single unit course describes the skills and knowledge required to work in a manner that is healthy and safe in relation to self and others, and to assist in responding to incidents. It covers following work health and safety (WHS) policies, procedures, instructions and requirements; and participating in WHS consultative processes.

The unit applies to those who require a basic knowledge of WHS to carry out own work in a defined context, under direct supervision or with some individual responsibility, in a range of industry and workplace contexts.

Topics: 
  1. Operate safely in own work environment
  2. Operate safely within requirements of own role
  3. Participate in WHS consultative processes
Upon successful completion of this unit, you will:
  • actively participate in two different work activities that contribute to the health and safety of self and others
  • identify and report at least one hazard to designated personnel.

In the course of the above, you must follow required procedures and instructions relating to work health and safety (WHS) and incidents.

Nominal hours = 20

You will be assessed for these units of competency using a variety of tasks to assess your understanding and skills. A virtual session means you will be one on one with your assessor either answering questions or taking part in a role play, just as you would do in any classroom, only we do it online.

All of our assessments are marked by your assessor within ten (10) working days following the day you submitted your work. You have three (3) attempts for each assessment task to achieve a satisfactory outcome (100% pass mark), with your assessor giving you detailed feedback following each submission.

Unit Written
Activities
Virtual Classroom/Roleplay Scenario/
Case study
Project/
Report
BSBPEF201 Support personal wellbeing in the workplaceWritten ActivitiesVirtual ClassroomScenario/Case Study
BSBSUS211 Participate in sustainable work practices Written ActivitiesVirtual ClassroomScenario/Case StudyProject/Report
BSBTEC201 Use business software applications Written ActivitiesScenario/Case Study
BSBCMM211 Apply communication skillsWritten ActivitiesVirtual ClassroomScenario/Case Study
BSBTWK301 Use inclusive work practicesWritten ActivitiesVirtual ClassroomScenario/Case StudyProject/Report
BSBOPS201 Work effectively in business environments Written ActivitiesVirtual ClassroomScenario/Case Study
BSBOPS203 Deliver a service to customersWritten ActivitiesVirtual ClassroomScenario/Case Study
BSBPEF202 Plan and apply time managementVirtual ClassroomScenario/Case Study
BSBWHS211 Contribute to the health and safety of self and othersWritten ActivitiesVirtual ClassroomScenario/Case Study

We provide you with up to twelve (12) months to complete this course. How long it actually takes you to complete each unit will be reflective of the time you are able to dedicate to your studies.

In the units list, you will see the government’s nominal hours for each unit, which are their anticipated number of study hours. Our students usually find that their actual study hours are less than this.

Requirements

There are no formal requirements. However, learners will need:
  • Sufficient language, literacy and numeracy skills to complete the course
  • Basic computer skills
    • Knowledge of common computing terms and word processing
    • Proficiency with web browser software and sending/receiving e-mail including e-mail with attachment
    • Familiarity with navigating the Internet
  • Meet technology requirements
  • Be at least 18 years old or have completed Year 12 if enrolling in a Diploma

Technology requirements

  • Operating System: Windows 7 or higher (recommended); MAC OS X 10.6 (Snow Leopard) or higher (recommended)
  • CPU: Min. of 2 GB of RAM, Min. of 2 GB of spare disk space is recommended
  • Processor: 2.0 GHz processor or higher (32-bit or 64-bit)
  • A desktop or laptop as we do not actively support other devices
  • Monitor with at least 1024x768 screen resolution
  • Internet access: Minimum ADSL1 with a speed of at least 3 Mbps
  • An email address that is unique to you and that you will maintain throughout your enrolment
  • Headset (or speakers and microphone) and webcam
  • Microsoft Office (Word, Excel, PowerPoint, Publisher) or similar software
  • Up-to-date web browser version

Support you can expect from AOT

Our focus is to provide the real-world skills and knowledge that you need to advance your career, fulfil your goals and achieve success in the workplace. No matter what course you choose, here at AOT you will receive the assistance and support that will help make your study time convenient, manageable and worthwhile. The benefit of studying with us is that you don't have to schedule your time to attend face-to-face classroom sessions. You can study at times convenient to you in your own home or anywhere that suits your learning style. To support you in your study we provide:

Live chat

Trainer support available whilst you are studying 7am – 9pm AEST (Mon to Fri).

Contact us form

Contact us at any time using the Contact us form found within your course to create support tickets.

Mentoring sessions

You can book unlimited appointments with a trainer to discuss the learning material, assessment expectations, or assessment feedback.

Virtual classroom sessions

This can be booked with your trainer for specific assessments.

Course induction

You are provided with a course induction tutorial and you may also request for a Learner Support Officer to personally take you through the sauceLMS and your course.

Help and Support

A section on your sauceLMS dashboard with useful links.

Student Frequently Asked Questions

Find answers to your questions quickly and easily using the FAQs.
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