BSB20120 Certificate II in Workplace Skills – Stage 2

BSB20120 Certificate II in Workplace Skills – Stage 2



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BSB20120 Certificate II in Workplace Skills – Stage 2


TOTAL: $590.00
Initial Payment: $200.00
Succeeding Payments: $97.50 X 4 fortnightly payments

Units of Competency


Course Access

4 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

This online short course is Stage 2 of the BSB20120 Certificate II in Workplace Skills.

There are three excellent units in this second stage of the BSB20120 Certificate II in Workplace Skills.

The business services sector focuses on providing a wide range of professional assistance to organisations to support front-of-house as well as other back-of-house operations.

In this short course, you will learn to recognise and interact productively with diverse groups of individuals, create a positive workplace environment and work effectively in a business environment.

Successful completion of the three units of competency for this short course outlined below will earn you a Statement of Attainment in partial completion of the BSB20120 Certificate II in Workplace Skills.

To view information on the full course and other stages of the BSB20120 Certificate II in Workplace Skills, click here.

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

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.

  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.

  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.

  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

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
Virtual Classroom/Roleplay Scenario/
Case study
BSBTWK301 Use inclusive work practicesWritten ActivitiesVirtual ClassroomScenario/Case StudyProject/Report
BSBXCM301 Engage in workplace communicationWritten ActivitiesScenario/Case Study
BSBOPS201 Work effectively in business environments Written ActivitiesVirtual ClassroomScenario/Case Study

We provide you with up to four (4) 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.

Total Nominal hours : 100


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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