BSBADM502 Manage meetings

Upon successful completion of this unit, you will:

• 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

Upon successful completion of this unit, you will:

• 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

Upon successful completion of this unit, you will:

• 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

Upon successful completion of this unit, you will:

• 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

Demonstrate knowledge of:

• 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

Upon successful completion of this unit, you will:

• 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

Upon successful completion of this unit, you will:

• 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

Upon successful completion of this unit, you will:

• 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

Demonstrate knowledge of:

• 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

Upon successful completion of this unit, you will:

• 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

Upon successful completion of this unit, you will:

• 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

Demonstrate knowledge of:

• 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

Upon successful completion of this unit, you will:

• 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

Demonstrate knowledge of:

• 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

Upon successful completion of this unit, you will:

• 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

Upon successful completion of this unit, you will:

• 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