Certificate II Units

Certificate II Units

BSBCMM201
Communicate in the workplace

This unit describes the skills and knowledge required to communicate in the workplace including gathering, conveying and receiving information and completing routine written correspondence.

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BSBCUE203
Conduct customer engagement

This unit describes the skills and knowledge required to respond effectively to customer engagement while complying with requirements and using a variety of communication methods.

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BSBCUE205
Prepare for work in a customer engagement environment

This unit describes the skills and knowledge required to participate in customer engagement operations, including defining the requirements and expectations of the organisation.

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BSBCUS201
Deliver a service to customers

This unit describes the skills and knowledge required to deliver all 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.

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BSBIND201
Work effectively in a business environment

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

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BSBINM201
Process and maintain workplace information

This unit describes the skills and knowledge required to collect, process and store, and maintain workplace information and systems. It also includes the maintenance of filing and records systems.

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BSBINM202
Handle mail

This unit describes the skills and knowledge required to receive and distribute incoming mail, and to collect and despatch outgoing mail.

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BSBINN201
Contribute to workplace innovation

This unit describes the skills and knowledge required to make a pro-active and positive contribution to workplace innovation.

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BSBITU201
Produce simple word processed documents (Word 2013)

This unit describes the skills and knowledge required to correctly operate word processing applications in production of workplace documents.

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BSBITU202
Create and use spreadsheets (Excel 2013)

This unit describes the skills and knowledge required to correctly create and use spreadsheets and charts using spreadsheet software.

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BSBITU203
Communicate electronically

This unit describes the skills and knowledge required to send, receive and manage electronic mail (email), as well as collaborate online using chat rooms, intranets and instant messaging.

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BSBSMB201
Identify suitability for micro business

This unit describes the skills and knowledge required to undertake self-evaluation to determine whether identified business opportunities are realistic.

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BSBSUS201
Participate in environmentally sustainable work practices

This unit describes the skills and knowledge required to effectively measure current resource use and carry out improvements, including reducing the negative environmental impact of work practices.

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BSBWHS201
Contribute to health and safety of self and others

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

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BSBWOR201
Manage personal stress in the workplace

This unit describes the skills and knowledge required to understand signs and sources of stress within the broader framework of the job role and work environment.

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BSBWOR202
Organise and complete daily work activities

This unit describes the skills and knowledge required to seek feedback for performance improvement and use current technology appropriate to the task.

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BSBWOR203
Work effectively with others

This unit describes the skills and knowledge required to work cooperatively with others and deal effectively with issues, problems and conflict.

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BSBWOR204
Use business technology

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

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