Learner Resources-VU21476 Read and write complex communications and transactional texts SIR aggressive or abusive customers SIRXCEG009

aggressive or abusive customers SIRXCEG009 Manage workplace responses to disrespectful aggressive or abusive customer behaviour

decimals and percentages for work FSKNUM015 Estimate

Core units PSPETH003 Promote the values and ethos of public service PSPGEN049 Undertake negotiations PSPLEG003 Promote compliance with legislation in the public sector PSPPCM008 Manage contract performance PSPPCM009 Finalise contracts PSPPCM010 Manage procurement risk PSPPCM011 Plan to manage a contract PSPPCM012 Plan for procurement outcomes PSPPCM013 Make procurement decisions Electives PSPGEN046 Undertake research and analysis PSPPCM014 Participate in budget and procurement review process PSPPCM015 Conduct and manage coordinated procurement PSPPCM016 Plan and implement strategic sourcing * We can develop additional elective units that are not listed on request (Please contact us for further information)

Units of competency BSBOPS501 Manage business resources BSBLEG522 Apply legal principles in contract law matters BSBINS503 Monitor compliance with copyright and licence requirements BSBAUD601 Establish and manage compliance management systems * We can develop additional elective units that are not listed on request (Please contact us for further information)

Core units FNSINC411 Conduct work according to professional practices in the financial services industry FNSINC513 Identify and apply complex ethical decision making to workplace situations FNSRSK411 Apply risk management strategies to own work Elective units FNSCRD401 Assess credit applications FNSFMK515 Comply with financial services regulation and industry codes of practice FNSINC412 Apply and maintain knowledge of financial products and services FNSORG501 Develop and manage a budget FNSORG506 Prepare financial forecasts and projections FNSRSK511 Undertake risk identification FNSRSK512 Assess risks * We can develop additional elective units that are not listed on request (Please contact us for further information)

Learner Resources-VU21476 Read and write complex communications and transactional texts SIR aggressive or abusive customers SIRXCEG009Our learner resources contain everything you need to begin training your learners. Our learner resources include: Learner Guide PowerPoint Presentation Session Plan Classroom Activities Self Study Guide Our learner resources have been aligned to learner cohorts, industry needs and ACSF indicated levels. In order to achieve this, we have conducted: Industry consultation Robust validations Assessment of best practice holistic delivery We provide all