BSB20120 Certificate II in Workplace Skills – Stage 3

BSB20120 Certificate II in Workplace Skills – Stage 3



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BSB20120 Certificate II in Workplace Skills – Stage 3


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 3 of the BSB20120 Certificate II in Workplace Skills.

This final stage of the BSB20120 Certificate II in Workplace Skills will cover three essential topics: WHS, customer service and time management.

Businesses rely on their staff to provide quality customer service on a daily basis. In this course, you will learn to greet customers, identify and address their needs, provide service and process their feedback.

WHS and time management are applicable to all employees in all industries. You will also learn to operate safely, participate in WHS processes, meet your goals and deadlines and work in a productive way to be a star employee.

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
  • Customer service assistant
  • Junior Personal Assistant
  • Receptionist

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.

  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.

  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.

  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
Virtual Classroom/Roleplay Scenario/
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 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 : 80


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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