BSBADM502 Manage meetings

This unit describes the skills and knowledge required to manage a range of meetings including overseeing the meeting preparation processes, chairing meetings, organising the minutes and reporting meeting outcomes.

It applies to individuals employed in a range of work environments who are required to organise and manage meetings within their workplace, including conducting or managing administrative tasks in providing agendas and meeting material. They may work as senior administrative staff or may be individuals with responsibility for conducting and chairing meetings in the workplace.

1. Prepare for meetings
2. Conduct meetings
3. Follow up meetings

• apply conventions and procedures for formal and informal meetings including:
  • developing and distributing agendas and papers
  • identifying and inviting meeting participants
  • organising and confirming meeting arrangements
  • running the meeting and following up
• organise, take part in and chair a meeting
• record and store meeting documentation
• follow organisational policies and procedures

• meeting terminology, structures, arrangements
• responsibilities of the chairperson and explain group dynamics in relation to managing meetings
• options for meetings including face-to-face, teleconferencing, web-conferencing and using webcams
• the relevant organisational procedures and policies regarding meetings, chairing and minutes including identifying organisational formats for minutes and agendas

BSBADM506 Manage business document design and development

This unit describes the skills and knowledge required to establish standards for the design and production of organisational documents and to manage document design and production processes to ensure agreed standards are met.

It applies to individuals employed in a range of work environments who require well-developed skills in the use of a range of software packages. They use these skills to establish, document and implement consistent standards of document design within an organisation.

1. Establish documentation standards
2. Manage template design and development
3. Develop standard text for documents
4. Develop and implement strategies to ensure the use of standard documentation
5. Develop and implement strategies for maintenance and continuous improvement of standard documentation

• identify the organisational needs, requirements and information technology capabilities relevant to the design and production of documents
• establish documentation standards to meet organisational requirements
• design, test and amend document templates
• develop and implement documentation and training to support use of standard templates and macros
• monitor the implementation of standard documentation templates and macros and make improvements in line with organisational requirements

• document production processes
• costs involved with the implementation of standard documentation
• the software applications relevant to document design and development in the organisation
• key provisions of relevant legislation and regulations, codes and standards affecting document production
• organisational policies and procedures relating to document production
• sources of expertise available externally to the organisation or workgroup

BSBADM503 Plan and manage conferences

This unit describes the skills and knowledge required to plan, promote and coordinate conferences, ensuring follow-up procedures are incorporated.

It applies to individuals employed in a range of work environments who are required to plan and manage conferences. They may work as senior administrative staff, or may be other individuals who have been delegated responsibility for planning and managing a conference.

1. Plan conference
2. Promote conference
3. Organise conference
4. Coordinate conference proceedings
5. Follow up conference proceedings

• apply conventions and procedures for formal and informal meetings including:
  • developing and distributing agendas and papers
  • identifying and inviting meeting participants
  • organising and confirming meeting arrangements
  • running the meeting and following up
• organise, take part in and chair a meeting
• record and store meeting documentation
• follow organisational policies and procedures.

• meeting terminology, structures, arrangements
• responsibilities of the chairperson and explain group dynamics in relation to managing meetings
• options for meetings including face-to-face, teleconferencing, web-conferencing and using webcams
• the relevant organisational procedures and policies regarding meetings, chairing and minutes including identifying organisational formats for minutes and agendas.

BSBWOR502 Lead and manage team effectiveness

This unit describes the skills and knowledge required to lead teams in the workplace and to actively engage with the management of the organisation.

It applies to individuals working at a managerial level who facilitate work teams and build a positive culture within their work teams. At this level, work will normally be carried out using complex and diverse methods and procedures requiring the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

1. Establish team performance plan
2. Develop and facilitate team cohesion
3. Facilitate teamwork
4. Liaise with stakeholders

• use leadership techniques and strategies to facilitate team cohesion and work outcomes including:
  • encouraging and fostering shared understanding of purpose, roles and responsibilities
  • identifying and resolving problems
  • providing feedback to encourage, value and reward others
  • modelling desired behaviour and practices
• develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities
• establish processes to address issues and resolve performance issues
• support team to meet expected performance outcomes including providing formal and informal learning opportunities as needed
• develop performance plans with key performance indicators (KPIs), outputs and goals for individuals or the team which incorporate input from stakeholders
• communicate effectively with a range of stakeholders about team performance plans and team performance
• facilitate two-way flow of information between team and management relevant to team performance
• evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders

• how group dynamics can support or hinder team performance
• strategies that can support team cohesion, participation and performance
• strategies for gaining consensus
• issue resolution strategies

BSBCUS501 Manage quality customer service

This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.

It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.

1. Plan to meet internal and external customer requirements
2. Ensure delivery of quality products and services
3. Monitor, adjust and review customer service

• develop and manage organisational systems for quality customer service
• develop and review plans, policies and procedures for delivering and monitoring quality customer service
• implement policies and procedures to ensure quality customer service
• solve complex customer complaints and system problems that lead to poor customer service
• monitor and assist teams to meet customer service requirements
• develop, procure and use human and physical resources to support quality customer service delivery

• the legislative and regulatory context of the organisation relevant to customer service
• organisational policy and procedures for customer service including handling customer complaints
• iservice standards and best practice models
• public relations and product promotion
• techniques for dealing with customers including customers with specific needs
• techniques for solving complaints including the principles and techniques involved in the management and organisation of:
  • customer behaviour
  • customer needs research
  • customer relations
  • ongoing product and/or service quality
  • problem identification and resolution
  • quality customer service delivery
  • record keeping and management methods
  • strategies for monitoring, managing and introducing ways to improve customer service relationships
  • strategies to obtain customer feedback

BSBFIM502 Manage payroll

This unit describes the skills and knowledge required to establish and monitor security procedures for managing organisational payroll services and to calculate and process salary payments, group taxation and related payments.

It applies to individuals, employed in a range of work environments, who are required to establish and work with payroll systems and may have responsibility for managing payroll systems and calculations.

1. Establish procedures for management of payroll
2. Prepare payroll data
3. Authorise payment of salaries
4. Administer salary records

• document steps undertaken to establish payroll system
• use data and calculations to reconcile salaries, wages and deductions in accordance with all legislative and organisational requirements
• create accurate payroll management records

• key provisions of relevant legislation, standards, regulations and codes of practice that may affect aspects of payroll operations
• organisational policies and procedures across the full range of tasks for the required payroll processes

BSBPMG522 Undertake project work

This unit describes the skills and knowledge required to undertake a straightforward project or a section of a larger project. It covers developing a project plan, administering and monitoring the project, finalising the project and reviewing the project to identify lessons learned for application to future projects.

This unit applies to individuals who play a significant role in ensuring a project meets timelines, quality standards, budgetary limits and other requirements set for the project.

The unit does not apply to specialist project managers. For specialist project managers, the other units of competency in the project management field (BSBPMG) will be applicable.

1. Define project
2. Develop project plan
3. Administer and monitor project
4. Finalise project
5. Review project

• define the parameters of the project including:
  • project scope
  • project stakeholders, including own responsibilities
  • relationship of project to organisational objectives and other projects
  • reporting requirements
  • resource requirements
• use project management tools to develop and implement a project plan including:
  • deliverables
  • work breakdown
  • budget and allocation of resources
  • timelines
  • risk management
  • record keeping and reporting
• consult and communicate with relevant stakeholders to generate input and engagement in planning, implementing and reviewing the project
• provide support to team members to enable them to achieve deliverables and to transition them as appropriate at completion of the project
• finalise the project including documentation, sign-offs and reporting
• review and document the project outcomes

• project management tools and how they contribute to a project
• types of documents and other sources of information commonly used in defining the parameters of a project
• processes for identifying and managing risk in a project
• organisation’s mission, goals, objectives and operations and how the project relates to them
• organisation’s procedures and processes that are relevant to managing a project including:
  • lines of authority and approvals
  • quality assurance
  • human resources
  • budgets and finance
  • record keeping
  • reporting
• legislative and regulatory context of the organisation in relation to project work, including work health and safety (WHS) requirements

BSBMGT517 Manage operational plan

This unit describes the skills and knowledge required to develop and monitor implementation of the operational plan to provide efficient and effective workplace practices within the organisation’s productivity and profitability plans.

Management at a strategic level requires systems and procedures to be developed and implemented to facilitate the organisation’s operational plan.

This unit applies to individuals who manage the work of others and operate within the parameters of a broader strategic and/or business plan.

1. Develop operational plan
2. Plan and manage resource acquisition
3. Monitor and review operational performance

• develop and implement an operational plan using a variety of information sources and consultation (including using specialist advice if required) which includes:
  • resource requirements
  • key performance indicators
  • monitoring processes
  • contingency plans
• communicate effectively with relevant stakeholders to explain the plan and supporting information, seek approvals, negotiate variations and engage work teams
• develop and implement strategies to achieve the operational plan within the organisation's policies, practices and procedures including:
  • recruiting, inducting and developing personnel
  • acquiring physical resources and services
  • protecting intellectual property
  • making variations to the plan
  • monitoring and documenting performance

• models and methods for operational plans
• the role of an operational plan in achieving the organisation's objectives
• budgeting processes
• alternative approaches to developing key performance indicators to meet business objectives
• the legislative and regulatory context relevant to the operational plan of the organisation
• the organisation's policies, practices and procedures that directly relate to the operational plan

BSBMGT502 Manage people performance

This unit describes the skills and knowledge required to manage the performance of staff who report to them directly. Development of key result areas and key performance indicators and standards, coupled with regular and timely coaching and feedback, provide the basis for performance management.

It applies to individuals who manage people. It covers work allocation and the methods to review performance, reward excellence and provide feedback where there is a need for improvement.

The unit makes the link between performance management and performance development, and reinforces both functions as a key requirement for effective managers.

1. Allocate work
2. Assess performance
3. Provide feedback
4. Manage follow up

• consult with relevant stakeholders to identify work requirements, performance standards and agreed performance indicators
• develop work plans and allocate work to achieve outcomes efficiently and within organisational and legal requirements
• monitor, evaluate and provide feedback on performance and provide coaching or training, as needed
• reinforce excellence in performance through recognition and continuous feedback
• seek assistance from human resources specialists where appropriate
• keep records and documentation in accordance with the organisational performance management system

• relevant legislative and regulatory requirements
• relevant awards and certified agreements
• performance measurement systems utilised within the organisation
• unlawful dismissal rules and due process
• staff development options and information

BSBRSK501 Manage risk

This unit describes skills and knowledge required to manage risks in a range of contexts across an organisation or for a specific business unit or area in any industry setting.

It applies to individuals who are working in positions of authority and are approved to implement change across the organisation, business unit, program or project area. They may or may not have responsibility for directly supervising others.

1. Establish risk context
2. Identify risks
3. Analyse risks
4. Select and implement treatments

• analyse information from a range of sources to identify the scope and context of the risk management process including:
  • stakeholder analysis
  • political, economic, social, legal, technological and policy context
  • current arrangements
  • objectives and critical success factors for the area included in scope
  • risks that may apply to scope
• consult and communicate with relevant stakeholders to identify and assess risks, determine appropriate risk treatment actions and priorities and explain the risk management processes
• develop and implement an action plan to treat risks
• monitor and evaluate the action plan and risk management process
• maintain documentation

• the purpose and key elements of current risk management standards
• the legislative and regulatory context of the organisation in relation to risk management
• organisational policies, procedures and processes for risk management

BSBLDR511 Develop and use emotional intelligence

This unit covers the development and use of emotional intelligence to increase self-awareness, self-management, social awareness and relationship management in the context of the workplace.

It includes identifying the impact of own emotions on others in the workplace, recognising and appreciating the emotional strengths and weaknesses of others, promoting the development of emotional intelligence in others and utilising emotional intelligence to maximise team outcomes.

It applies to managers who are required to identify, analyse, synthesise and act on information from a range of sources and who deal with unpredictable problems as part of their job role. They use initiative and judgement to organise the work of self and others and plan, evaluate and co-ordinate the work of teams.

1. Identify the impact of own emotions on others in the workplace
2. Recognise and address the emotional strengths and weaknesses of others
3. Promote the development of emotional intelligence in others
4. Utilise emotional intelligence to maximise team outcomes

• conduct an analysis to identify own emotional strengths, weaknesses, stressors, emotional states and triggers, incorporating feedback from others
• identify workplace situations and environments that may trigger an emotional response
• model behaviours that demonstrate management of emotions
• recognise the impact that cultural behaviours and beliefs may have on workplace interactions
• recognise and respond to the emotional states of others
• use emotional intelligence of self and others to enhance team performance
• promote the development of emotional intelligence in others.

• emotional intelligence principles and strategies
• key elements of the relationship between emotionally effective people and the attainment of business objectives
• strategies for communicating with a diverse workforce which has varying cultural expressions of emotion
• key features of emotional intelligence in the context of building workplace relationships.

BSBLDR502 Lead and manage effective workplace relationships

This unit describes the skills and knowledge required to lead and manage effective workplace relationships.

It applies to individuals in leadership or management who have a prominent role in establishing and managing processes and procedures to support workplace relationships taking into account the organisation's values, goals and cultural diversity.

At this level, work will normally be carried out within complex and diverse methods and procedures, which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

1. Manage ideas and information
2. Establish systems to develop trust and confidence
3. Manage the development and maintenance of networks and relationships
4. Manage difficulties to achieve positive outcomes

• develop and/or implement processes to manage ideas and information including:
  • communicating information to support others to achieve work responsibilities
  • facilitating employees' contributions to consultation on work issues
  • providing feedback on the outcomes of consultations
  • resolution of issues raised or referral to relevant personnel
• establish and/or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to
• provide leadership through own behaviour including:
  • professional conduct that promotes trust with internal and external contacts
  • adjusting own interpersonal communication style to meet the organisation’s cultural diversity and ethical environment
• plan for, and manage, the use of networks to support identifiable outcomes for the team and the organisation
• develop and/or implement processes and systems to manage difficulties including:
  • identifying and resolving conflicts and other difficulties according to organisational policies and procedures
  • planning how to address difficulties
  • providing guidance, counselling and support to assist co-workers in resolving their work difficulties.

• how systems, policies and procedures can support the development of effective work relationships focusing on interpersonal styles, communications, consultation, cultural and social sensitivity, networking and conflict resolution
• legislation relevant to managing effective workplace relationships