Syllabus Business Services Cut

3.
1 Innovation and technology – mandatory focus

area
3.1.1 Outcomes
The student:
uses critical thinking skills to generate and evaluate solutions to workplace problems
selects and uses appropriate business technology and software applications to complete tasks in a
business services workplace
applies methods and procedures to input and process workplace data and information
organises and maintains workplace data and information in compliance with legislative, regulatory
and workplace requirements
3.1.2 Associated units of competency

The scope of learning for the HSC must be read and delivered in conjunction with the following
associated units of competency:
BSBCRT311 Apply critical thinking skills in a team environment
BSBTEC201 Use business software applications
The application and elements for each of these units of competency are provided below.
BSBCRT311 Apply critical thinking skills in a team environment
Application This unit describes skills and knowledge required to apply critical thinking skills to
generate solutions to workplace problems in a team environment.
Elements 1. Prepare to address workplace problem
2. Evaluate solutions for workplace problem
3. Finalise and review solution development process.
Assessment requirements for BSBCRT311 Apply critical thinking skills in a team environment are
detailed in the Training Package.
BSBTEC201 Use business software applications
Application This unit describes the skills and knowledge required to select and use software and
organise electronic information and data.
Elements 1. Select and prepare to use technology
2. Input and process information or data
3. Finalise and store document.
Assessment requirements for BSBTEC201 Use business software applications are detailed in the
Training Package.
Business Services Curriculum Framework syllabus Page 18 of 47

3.1.3 Scope of learning of the HSC
workplace problems
current issues and trends affecting the business services industry and implications for the business
services workplace, for own work practices and the delivery of service
current and emerging technologies in the business services industry:

– examples
– effect on operational duties and service delivery
– role in development of new and improved work practices
reasons for change and innovation in a business services workplace:

– change to and/or improvement of business operational processes
– improvement of existing product and/or service
– introduction of new product and/or service
frameworks to be considered when addressing workplace problems:

– organisational:
change management and reporting
codes of ethics and/or practice
equal employment opportunity (EEO)
industry standards
– legislative:
anti-discrimination
confidentiality and privacy
copyright
Fair Work system
work health and safety (WHS)
understanding workplace problems:

– identify key issues and challenges causing the problems
– conduct research about the identified workplace problems
– review existing information about workplace problems:
workplace policy and procedures
feedback and complaints
survey data
– reflect on and/or review current practices and approaches to the workplace problem(s)
consultation and collaboration with key stakeholders (team members, colleagues from other
business units, customers) about workplace problems:
– establish existing knowledge and understanding
– exchange ideas, views and opinions
– challenge preconceptions and assumptions and ask questions to gain different perspectives
– identify areas for continuous improvement
issues to consider prior to implementation of a proposed change:

– cost of implementation and other resource implications
– logistics
– workplace culture
– relationship to workplace priorities, policies and procedures

generate and develop solutions for workplace problems
key characteristics that facilitate critical thinking in a business services workplace:

– collaboration
– open-mindedness
– be willing to take risks with ideas and thought processes
techniques used when generating solutions to workplace problems:

– critical and creative thinking
– design-thinking
– problem-solving
generate and develop solutions to workplace problems:

– be open to new ways of thinking
– determine ways to approach people to share ideas and maximise likelihood of support
– look in familiar and unfamiliar places for new inspiration
– brainstorm new ideas
– value the knowledge and experience of team members
– explore possibilities beyond the current situation
– consider legal, ethical and organisation/workplace boundaries
– use collaborative software to collate ideas
evaluation of proposed solution(s):

– agreed criteria to assess suitability:
cost
fit for purpose
resource requirements and access
timeframe and time available
value adding
– seek and assess ideas, opinions and responses from a range of sources (including team
members, supervisor(s), industry or subject matter expert)
– test effectiveness of the proposed solution(s) to meet user and organisation/workplace needs
– refine or redevelop proposed solution(s) if necessary
– select solution(s) to be implemented
process for implementing a solution to workplace problems:

– gain authority to proceed
– prepare an implementation and communication plan
– make the change(s)
– evaluate change(s)
present solution and evaluate process
workplace procedures to:

– present solution(s) to stakeholders, including using appropriate technology
– respond to questions and challenges from stakeholders
individual and collaborative review and evaluation:

– creative thinking techniques and critical thinking processes used
– feedback received
– key personal and team learnings

present solution and evaluate process, continued
– growth of the individual and team, in capacity to:

be flexible and open-minded
use collaboration and experimentation
link ideas to build an argument
use reasoning to reflect and justify decisions
technology and software
business technology and software applications common to an organisation/workplace in the

business services industry:
– general features, purpose and limitations
– selection appropriate for task/job requirements
– use/operation and maintenance
selection and use of relevant business technology and software applications to complete tasks
common to an organisation/workplace in the business services industry, including:
– digital communication
– database
– graphic design
– presentation
– spreadsheet
– word processing
importance of using an application that suits the nature and purpose of the work task, intended
audience and format and presentation requirements
formatting data and information
working knowledge of:

– common features and functions within applications to prepare and present documents:
for entering and editing content:
o alpha/numeric text
o images and graphics
o interactive components including forms, fields, buttons and drop-down lists
o links including hyperlinks and embedded links
o reviewing, including spell and grammar check
for structuring content:
o columns
o indentations
o pagination, including page identification, page breaks, worksheets and web pages
o new lines and paragraphs
o sections
o tables and tabulating information
for formatting content:
o alignment
o fills or shading
o lines and borders
o merge and split cells
o styles
o text direction
o typeface and font size

formatting data and information, continued
for file management:

o document automation (macros, scripts, shortcuts)
o permissions
o security and protection
o sharing
o templates
o version control
– additional features and functions specific to a word processing application to prepare and
present documents:
automated referencing
formatted lists
mail merge
track changes
sort
table of contents
– additional features and functions specific to a spreadsheet application to prepare and present
documents:
charts
conditional logic
conditional formatting
data validation
formulae and functions
import and export data
mail merge
pivot tables
sort
workplace data and information
respond to requests for data and information:

– from internal and external sources
– points to consider when responding to requests:
level of authority/scope of responsibility
reason(s) for request
confidentiality, privacy and security issues
expected timeframes
task, purpose, audience, format, presentation requirements
– workplace procedures for responding to information requests
collect workplace data and information:

– importance of ensuring that collected data and information is:
appropriate to workplace needs
from reliable sources
accurate
– methods for checking the validity of data and information and its source(s)
– methods of collection
– in a timely and resource-efficient manner
– workplace practices to maintain the security and confidentiality of data and information

workplace data and information, continued
importance of privacy, confidentiality and security in relation to data and information management
process data and information in accordance with workplace requirements and task requirements,
within designated timeframes:
– collate, record and document data and information
– format data and information, including spreadsheets, forms, letters, minutes, presentations
– distribute data and information to relevant personnel
electronic filing in accordance with workplace requirements:

– establishing and assembling new electronic documents and files:
conventions for saving and naming:
o file names, locations and pathnames
o folders
o directory structures
methods for classifying files:
o alphabetical
o alpha-numerical
o chronological
o geographical
o numerical
o by subject
security protocols for providing access to files and releasing files
– dealing with inactive and dead files:
identification
removal
relocation and/or archive
storing workplace data and information:

– factors affecting choice of storage
– forms of storage:
fixed
portable
on-site and off-site
data back up and restoration
problem-solving
sources of support commonly used to trouble-shoot when equipment fails and/or solve software-
related problems:
– documentation (workplace manual, training material, vendor/supplier guides)
– online help
– technical support
solve routine problems associated with using database, digital communication, presentation,
spreadsheet and word processing software applications
maintaining workplace electronic data and information:

– understand the need for maintenance
– workplace procedures for updating and modifying workplace data and information
– importance of version control when maintaining files
– processes for tracking the location and movement of files

3.2 Safety and wellbeing – mandatory focus area
3.2.1 Outcomes
The student:
demonstrates understanding of factors affecting wellbeing in the workplace and the availability of
wellbeing resources
demonstrates understanding of work health and safety (WHS) consultation, participation and
compliance in the business services industry
explains safe work practices and procedures for the business services industry
describes workplace policy and procedures that ensure the safety of the business services worker
and their colleagues and customers
applies hazard identification and risk management in a business services workplace
proposes strategies to assist with implementing and monitoring WHS as part of a team.

BSBPEF201 Support personal wellbeing in the workplace
BSBWHS311 Assist with maintaining workplace safety
BSBPEF201 Support personal wellbeing in the workplace
Application This unit describes the skills and knowledge required to advocate for and feel
empowered about personal wellbeing in the workplace. It involves developing and
applying basic knowledge of factors that may influence wellbeing, both positively and
negatively.
Elements 1. Recognise factors that impact personal wellbeing
2. Plan communication with supervisor
3. Communicate with supervisor
4. Investigate available wellbeing resources.
Assessment requirements for BSBPEF201 Support personal wellbeing in the workplace are detailed in
the Training Package.
BSBWHS311 Assist with maintaining workplace safety
Application This unit describes the skills and knowledge required to assist with implementing and
monitoring an organisation’s work health and safety (WHS) policies, procedures and
programs as part of a small work team.
Elements 1. Assist with incorporating WHS policies and procedures into work team processes

2. Contribute to consultative arrangements for managing WHS
3. Contribute to organisational procedures for providing WHS training
4. Participate in identifying hazards, and assessing and controlling risks for the work
area.
Assessment requirements for BSBWHS311 Assist with maintaining workplace safety are detailed in the
Training Package.

3.2.3 Scope of learning for the HSC
work health and safety (WHS)
meaning of health, safety and duty of care
acknowledge that WHS is everyone’s responsibility in the workplace and the implications of this
responsibility
concept of ‘participation’ and ‘consultation’ in relation to WHS
internal sources of workplace WHS information:

– colleagues
– health and safety representative (HSR)
– WHS induction process
– WHS committee and WHS officers
– workplace policy and procedures documentation
external sources of workplace WHS information:

– legislation and government regulations
– professional associations
– Safe Work Australia, SafeWork NSW, local councils
– unions
primary role/function of key bodies/authorities involved in WHS:

– SafeWork NSW
– Safe Work Australia
– local councils
– professional associations
– unions
importance of acting within scope of responsibility/level of authority in relation to WHS in the

workplace:
– taking initiative
– problem-solving
– decision-making
WHS compliance
difference between an act, regulation, code of practice, guidance material and standard
(Australian, industry and workplace)
purpose and intent of WHS legislation and codes of practice and their application to the business
services industry and workplace, and a specific job role:
– WHS legislation:
Work Health and Safety Act 2011 (NSW) (as amended)
Work Health and Safety Regulation 2017 (NSW) (as amended)
– codes of practice related to:
first aid in the workplace
hazardous substances
hazardous manual tasks
WHS risks

WHS compliance, continued
WHS consultation, cooperation and coordination

work environment and facilities
workplace electrical risks
WHS rights, duties and responsibilities of the person conducting a business or undertaking
(PCBU), officer and worker (as defined in the legislation)
functions and powers of WHS inspectors
consequences of failure to observe (non-compliance) WHS workplace policy and procedures and
legislative requirements
safety signs, symbols and barricades used in the business services industry and their use in the
workplace:
– legislative requirements
– meaning of colour and shape
– placement and positioning
purpose and importance of monitoring and reporting
describe how, when and to whom to report:

– incidents requiring reporting
– types of reports:
formal and informal
written
verbal
– reporting to appropriate person(s), including relevant stakeholders
apply workplace policy and protocols and regulatory requirements when monitoring, recording and
reporting in relation to WHS
WHS consultation and participation
opportunities for workers to provide input into WHS consultation and participation processes:
– formal and informal discussion
– meeting
– survey
– training
– WHS audit
– WHS inspection
requirements (including election/formation) of a health and safety committee or health and safety
representative (HSR) and their role and responsibilities in the workplace
role and responsibilities of relevant personnel in WHS consultation and participation:

– PCBU
– manager/supervisor/team leader
– self
– other workers
– union

WHS consultation and participation, continued
importance of identifying, reporting and responding to:

– WHS issues and concerns
– workplace hazards
– unsafe work practices
– breaches of health and safety
and examples of each for the business services industry and workplace
planning and conducting WHS training sessions in the workplace:

– aligned to workplace policy and procedures
– communicate importance of safe work procedures and practices
– increase work team’s understanding of their legal obligations
– implement improvements in response to WHS feedback
– meet training needs of the work team to develop and enhance WHS competence
– raise awareness of the importance of WHS monitoring and reporting
use of data and evidence to demonstrate how safe work practices can be improved to:
– contribute to a safety culture
– continuously improve policy and systems
– empower workers
– inform management of critical health and safety risks
hazard identification and risk management
difference between a hazard and a risk
risk management and its application in a business services workplace:

– hazard identification:
potential hazards to self, colleagues, customers and others, typical to the industry
range of hazards:
o business equipment
o electricity and cabling
o hazardous and non-hazardous materials
o human factors (self and others)
o manual handling
o work environment
o work processes and practices
identifying and reporting workplace hazards
– risk assessment
– risk control using a hierarchy, including:
eliminate the risk
minimise the risk:
o substitution
o modification
o isolation
o engineering control
other controls:
o administrative
o safe work practices
o personal protective equipment (PPE)
– monitor and review

safe work procedures and practices
safe work procedures and practices, and their purposes:

– WHS induction training
– adherence to:
standard operating procedures (SOP)
work documentation and plans
work instructions
workplace policy
– ergonomics and posture:
correct placement of equipment
sitting and standing positions
task rotation
use of adjustable furniture and equipment
– hazardous substances:
correct handling, application, labelling, transport, storage and disposal
safety data sheet (SDS)
– manual handling techniques:
when working individually, in pairs and with a team:
o bending and twisting
o loading and unloading
o moving, lifting, carrying and placing items down
o undertaking repetitious tasks
o using mechanical aids/lifting equipment
recommended weight limits
– housekeeping:
clean-up procedures
movement and storage of materials
storage and disposal of waste
consideration of WHS and the environment
– selection, use and maintenance of PPE
– tools and equipment:
pre-operational checks and correct use
regular maintenance and correct storage
safety tags and lockout
selection appropriate to task/work activity
– working with electricity:
general electrical safety
cabling and leads:
o appropriate storage
o proper placement and securing
o maintenance
importance of safe work procedures and practices
propose safe work procedures and practices for a workplace and specific job role within the
business services industry
incidents, accidents and emergencies
meaning of incident, accident and emergency

incidents, accidents and emergencies, continued
a range of incidents, accidents and emergencies common to the business services industry
distinguish between a manageable first aid situation and an emergency situation
range of potential injuries common to a business services industry workplace, their cause(s) and
basic first aid for these injuries
strategies to reduce workplace accidents, injury and impairment
implications of the cost of workplace injury:

– human
– social
– economic
– organisational
responding to incidents, accidents and emergencies:

– emergency situations
– seeking assistance
– emergency contact numbers
– emergency signals, alarms and exits – location and use
– procedures to follow:
notification
workplace policy and procedures:
o evacuation
o security
reporting
– role of personnel in an emergency
– first aid:
basic principles
personnel responsible
apply workplace policy and protocols and regulatory requirements when recording and reporting in
relation to incidents, accidents and emergencies
wellbeing
meaning of wellbeing and why it is an important consideration in the workplace
personal factors that may affect wellbeing, including:

– social and emotional
– health
– economic
– cultural
workplace factors that may affect wellbeing, including:

– workplace culture and morale
– collegial relationships
– job autonomy, progression, and work opportunities
– intrinsic and extrinsic rewards
understanding how personal and workplace factors affect wellbeing

wellbeing, continued
signs and sources of stress
strategies to manage workplace stress:

– improving work–life balance
– implementing a wellbeing plan
communication with colleagues and supervisor(s) regarding wellbeing:

– using appropriate communication style:
difference between:
o formal and informal
o direct and indirect
o passive, aggressive and assertive
advantages and disadvantages of the different styles
– using method of communication appropriate to the situation
– development of a communication plan
– strategies for dealing with negative response
formal and informal resources supporting wellbeing:

– counsellor(s)
– employee assistance program (EAP)
– family, friends and colleagues
– online resources
– support staff, including human resources (HR) and WHS officers
employee assistance program (EAP):

– what is it?
– key features:
access to counselling
confidentiality
referrals and follow up services
workplace wellbeing resources
– benefits of the program to the individual worker and the organisation/workplace

3.3 Sustainability – mandatory focus area
3.3.1 Outcomes
The student:
explains the fundamental principles of sustainability
demonstrates understanding of environmental hazard identification, risk control and reporting

procedures in a business services workplace
assesses the workplace in relation to sustainable work practices
analyses resource consumption in a business services workplace
proposes improvements for sustainability and resource efficiency in a business services workplace.
3.3.2 Associated unit of competency

associated unit of competency:
BSBSUS211 Participate in sustainable work practices
The application and elements for this unit of competency are provided below.
BSBSUS211 Participate in sustainable work practices
Application This unit describes the skills and knowledge required to measure, support and find
opportunities to improve the sustainability of work practices.
Elements 1. Measure sustainable work practices
2. Support sustainable work practices
3. Seek opportunities to improve sustainable work practices.
Assessment requirements for BSBSUS211 Participate in sustainable work practices are detailed in the
Training Package.

sustainability
concepts of sustainability in the workplace and sustainable work practices
principles of sustainability in the business services industry:

– economic
– environmental
– social
consequences of poor sustainable work practices
meaning of corporate social sustainability
general features of Australian and international standards for corporate social sustainability
best practice sustainability models in a business services workplace
benefits of sustainable work practices:

– addressing ethical obligations and responsibilities
– compliance with legislation and regulations
– positive environmental impacts
– reputation benefits (attracting employees and customers)
workplace sustainability policy and procedures
environmental compliance
meaning of compliance and best practice
levels of compliance in relation to environmental requirements:

– workplace
– industry
– government (local, state/territory and Commonwealth)
purpose and intent of environmental legislation and its application to the business services industry
and workplace, and specific job role:
– Protection of the Environment Operations Act 1997 (NSW) (as amended)
– Clean Energy Legislation (Carbon Tax Repeal) Act 2014 (Australian Government) (as
amended)
primary role/function of regulators and key bodies involved in environmental protection:

– Clean Energy Regulator (Australian Government)
– Department of Agriculture, Water and the Environment (Australian Government)
– Department of Industry, Science, Energy and Resources (Australian Government)
– Environment Protection Authority (EPA) NSW
– NSW Department of Planning, Industry and Environment
– local council
workplace policy and procedures relating to environmental compliance, including reporting

breaches and potential breaches within the organisation/workplace and externally
consequences of failure to observe (non-compliance) environmental workplace policy and

procedures and legislative requirements

environmental hazards and risks
a range of environmental hazards and risks typical to a business services workplace
personnel responsible for environmental hazard identification and risk control in a business
services workplace
reporting environmental hazards and risks in a business services workplace:

– to relevant personnel
– according to industry standards and workplace policy and procedures
resource consumption and efficiency
definition of resource
resources used in the business services industry and in a specific job role:
– energy
– equipment, technology, and associated consumables
– human
– infrastructure
concept of resource efficiency in a business services work environment
collection and measurement of resource consumption within a business services workplace:

– techniques/methods:
document resources in work area
examine invoices from suppliers
measure resource usage under different conditions
monitor relevant information and data
– recording and filing resource usage documentation
tools (digital and manual) to measure and document resources and their consumption:
– checklists
– stock control tools
– software:
databases
spreadsheets
charts and graphs
sustainable work practices
strategies to work in a sustainable manner for a specific business services workplace and job role:
– avoidance or minimisation strategies:
purchasing sustainable products
regular maintenance of equipment
– efficient use of energy and resources:
reducing emissions of greenhouse gases
use of alternative forms of energy or energy conservation
use of energy-efficient devices and equipment
– management of environmental hazards and risks
– use of renewable, recyclable, reusable and recoverable resources
– waste-management systems

sustainable work practices, continued
propose improvements for sustainable work practices, including improved resource efficiency, for
the business services workplace, team and individual worker
reporting
reporting environmental hazards and resource efficiency issues in a business services workplace:
– to appropriate person(s)
– verbal and written reporting:
checklists, registers and logs
inspection, incident and accident reports
adhering to legislation and workplace policy

3.4 Working in the business services industry and
workplace – mandatory focus area
3.4.1 Outcomes
The student:
demonstrates knowledge and skills to organise personal work schedule and manage own work
performance
demonstrates knowledge and skills to communicate in the business services workplace
explains how to communicate and work effectively with individual differences and diverse groups in
a business services workplace
applies business services industry and workplace standards to ensure quality work outcomes.

BSBPEF301 Organise personal work priorities
BSBTWK301 Use inclusive work practices
BSBXCM301 Engage in workplace communication
BSBPEF301 Organise personal work priorities
Application This unit describes the skills and knowledge required to organise personal work
schedules, to monitor and obtain feedback on work performance and to maintain
required levels of competence.
Elements 1. Organise and complete own work schedule
2. Evaluate own work performance
3. Coordinate personal skill development and learning.
Assessment requirements for BSBPEF301 Organise personal work priorities are detailed in the Training
Package.
BSBTWK301 Use inclusive work practices
Application 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.
Elements 1. Establish practices that support individual differences in the workplace
2. Work effectively with individual differences
3. Assess use of inclusive practices.

Assessment requirements for BSBTWK301 Use inclusive work practices are detailed in the Training
Package.
BSBXCM301 Engage in workplace communication
Application This unit describes the skills and knowledge required to communicate (through written,
oral and nonverbal form) in the workplace within an industry.
Elements 1. Plan workplace communication
2. Undertake routine communication
3. Participate in workplace communication.
Assessment requirements for BSBXCM301 Engage in workplace communication are detailed in the
Training Package.

industry and employment
sources used for gathering current and emerging information on the business services industry:
– colleagues and manager/supervisor/team leader
– industry bodies and professional associations
– internet
– mentor or coach
– training course
– unions
– workplace manual
general features of the business services industry, including its relationship to other industries
departments/functional areas with a business services workplace, and the tasks performed
primary role and duties of key personnel within a business services workplace
types of employment – full time, part-time, temporary, casual and contract
the difference between an award, registered agreement and contract, and how they apply to
workers in the business services industry
working knowledge of employer and employee rights and responsibilities in relation to employment
and work
investigate the employment terms and conditions for a specific business services job role
career pathways across the business services industry, and the knowledge and skills required for
various job roles
working in the industry
legal and ethical obligations of the business services employee
purpose and intent of legislation relevant to the business services industry:

– Copyright Act 1968 (Australian Government) (as amended)
– Privacy Act 1988 (Australian Government) (as amended)
– the Fair Work system – created by the Fair Work Act 2009 (Australian Government) (as
amended)
consequences for workplaces and workers for failure to comply with legislation
how personal values, opinions and ethics can affect daily work
purpose of a code of conduct and their value for the industry, workplace, worker and customer
business services industry workers and the importance of adhering to work and personal
standards:
– personal attributes and work ethic valued by the business services industry
– interpersonal skills beneficial to an individual working in a business services workplace
– importance of personal presentation and standards of personal hygiene
– presentation standards for a specific business services workplace and job role
– behaviour to support a safe and sustainable business services industry work environment

work goals, tasks and plans
work responsibilities, goals and tasks:

– information typically included in a job/role description/statement
– difference between work objective, goal and task
– meaning of key performance indicator (KPI) and their relationship to work goals
– difference between individual and workplace goals and plans
– work tasks typical to a business services workplace (routine, rostered and non-routine)
– information sources relating to work responsibilities – work instructions and workplace policy
and procedures
principles and techniques of goal setting
factors affecting the achievement of work objectives and goals:

– limitations (cost, time and access to resources, including technology)
– knowledge, skills and/or training gaps
– poor communication
– unforeseen or unplanned events
development of a personal work plan to meet work objectives and achieve work goals:
– understand and clarify work instructions
– identify work tasks to be completed and resources required
– consider workplace policy and procedures relevant to work tasks
– determine timeframe, prioritise workload and schedule work
– implement time and task management
– resolve constraints
– prepare contingencies for identified risks
technology available to schedule, prioritise and monitor completion of tasks in a work plan
evaluating work performance
sources of support and advice for work performance review and evaluation:
– coach or mentor
– colleagues and supervisor
– counsellor
– human resources staff
– trainer
feedback:
– value of feedback to an individual worker, the workplace and the industry
– types of feedback:
direct and indirect
formal and informal
personal reflection
– strategies for obtaining and interpreting feedback from supervisor(s), colleagues and
customers
– dealing with positive and negative feedback
– responsibility of a worker to self-reflect, seek and provide feedback, and enact on opportunities
to improve
– opportunities for ongoing training to meet personal development and learning needs and foster
professional growth (knowledge and skills gaps, upskilling and/or fulfil career aspirations)

evaluating work performance, continued
monitoring and assessing personal performance against job role, work task requirements and
KPIs:
– formal and informal feedback from relevant personnel, including supervisor
– performance appraisal
– research and data analysis
– self-assessment and peer review
working with others
importance of developing and maintaining collegial work relationships
importance of teamwork in a business services work environment:

– meaning of ‘team’ and ‘teamwork’
– characteristics of effective teamwork
– benefits of teamwork to a business services workplace
– typical composition and examples of teams or work groups in a business services workplace
and their area(s) of responsibility
– relationship between individual worker and the team/work group
– supporting others to achieve team/work group goals and tasks
– delivering quality work outcomes through teamwork and work groups
collaboration with team members and supervisor/team leader to plan, organise and perform work
tasks in accordance with workplace policy and procedures:
– determine the components of the work task
– schedule and prioritise the work
– allocate roles and responsibilities
– confirm resources required, and their availability
– confirm understanding of work instructions
– share knowledge, ideas and problems
– seek and/or offer support to determine solutions and resolve problems
– monitor task completion, and report any variations to expected and actual work outputs or
issues preventing completion
causes of misunderstandings and conflict when working with others, and conflict resolution
techniques to manage any work team relationship issues
workplace communication
organisational requirements for workplace communication:

– access and equity
– copyright
– industry and workplace policy and standards
– templates and style guides
– privacy and confidentiality
communication in the workplace with colleagues and clients:

– communication process/cycle:
sender (idea)
message (encoding)
transmission

workplace communication, continued
receiver (decodes message and interprets meaning)

feedback
– effective verbal, nonverbal and written communication
– effective questioning and listening techniques:
open, closed and probing questions
active listening and paraphrasing
– methods and tools used to communicate effectively, including those to collaborate with others
remotely:
landline or mobile phone
video conference
other digital tools or software
– barriers to effective communication and strategies to overcome them
appropriate methods of communication for different audiences and purposes
adjusting communication for:

– people from diverse backgrounds
– individuals with special needs or disability
– difficult and abusive customers and colleagues
communication misunderstandings and challenges:

– causes
– reporting to appropriate person(s) (such as supervisor, team leader or HR officer)
– techniques to resolve
seeking and responding to feedback on effective communication
contributing ideas and information to workplace discussions and supporting others to communicate
during workplace discussions
individual differences, diversity and inclusion
major groups in the workplace and community, as defined by cultural, religious or other traditions
and practices
concepts of diversity, cultural awareness, inclusiveness and inclusive work practices
workplace and team diversity:

– need for acceptance and understanding in the workplace
– importance of respect and sensitivity
– benefits
– proactive strategies for promoting workplace diversity and accommodating individual
differences, including:
develop plans to incorporate inclusive practices in work task
modify verbal and non-verbal communication to accommodate individual differences
reasonable adjustments to facilitate participation by people with disability
– culturally appropriate work practices
– effective cross-cultural communication and communication with people with disability
– workplace diversity and inclusion policy and procedures

individual differences, diversity and inclusion, continued
value of workplace diversity and inclusion:

– ability to attract talent
– creativity and innovation in the workplace
– employee satisfaction
– financial performance of the organisation
equal employment opportunity (EEO):

– principles
– intent of EEO legislation
– rights and responsibilities of employers and employees in relation to EEO
– workplace policy and procedures relating to EEO
anti-discrimination in the workplace:

– principles
– intent of anti-discrimination legislation
– rights and responsibilities of employers and employees in relation to anti-discrimination
– workplace policy and procedures relating to anti-discrimination
bullying and harassment in the workplace:

– direct and indirect
– types (verbal, physical, psychological, sexual)
– rights and responsibilities of employers and employees in relation to bullying and harassment
– workplace policy and procedures relating to bullying and harassment
strategies to eliminate bias and harassment in the workplace
consequences, including legal ramifications, of discriminatory workplace behaviour
recourse available to individuals in the event of inappropriate workplace behaviour

Syllabus Business Services Cut

Uploaded by

Copyright:

Available Formats

Syllabus Business Services Cut

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Syllabus Business Services Cut

Uploaded by

Copyright:

Available Formats

3.

1 Innovation and technology – mandatory focus

3.1.2 Associated units of competency

BSBCRT311 Apply critical thinking skills in a team environment

BSBTEC201 Use business software applications

BSBCRT311 Apply critical thinking skills in a team environment

Elements 1. Prepare to address workplace problem

2. Evaluate solutions for workplace problem

3. Finalise and review solution development process.

BSBTEC201 Use business software applications

Elements 1. Select and prepare to use technology

2. Input and process information or data

3. Finalise and store document.

Business Services Curriculum Framework syllabus Page 18 of 47

current and emerging technologies in the business services industry:

reasons for change and innovation in a business services workplace:

frameworks to be considered when addressing workplace problems:

understanding workplace problems:

issues to consider prior to implementation of a proposed change:

Business Services Curriculum Framework syllabus Page 19 of 47

key characteristics that facilitate critical thinking in a business services workplace:

techniques used when generating solutions to workplace problems:

generate and develop solutions to workplace problems:

evaluation of proposed solution(s):

process for implementing a solution to workplace problems:

present solution and evaluate process

workplace procedures to:

individual and collaborative review and evaluation:

Business Services Curriculum Framework syllabus Page 20 of 47

– growth of the individual and team, in capacity to:

technology and software

business technology and software applications common to an organisation/workplace in the

formatting data and information

working knowledge of:

Business Services Curriculum Framework syllabus Page 21 of 47

for file management:

workplace data and information

respond to requests for data and information:

collect workplace data and information:

Business Services Curriculum Framework syllabus Page 22 of 47

electronic filing in accordance with workplace requirements:

storing workplace data and information:

maintaining workplace electronic data and information:

Business Services Curriculum Framework syllabus Page 23 of 47

applies hazard identification and risk management in a business services workplace

3.2.2 Associated units of competency

BSBPEF201 Support personal wellbeing in the workplace

BSBWHS311 Assist with maintaining workplace safety

BSBPEF201 Support personal wellbeing in the workplace

Elements 1. Recognise factors that impact personal wellbeing

2. Plan communication with supervisor

3. Communicate with supervisor

4. Investigate available wellbeing resources.

BSBWHS311 Assist with maintaining workplace safety

Business Services Curriculum Framework syllabus Page 24 of 47

3. Contribute to organisational procedures for providing WHS training

Business Services Curriculum Framework syllabus Page 25 of 47

work health and safety (WHS)

meaning of health, safety and duty of care