Learning and Assessment Kit-SIRSS00032 Manage workplace responses to disrespectful, aggressive or abusive customer behaviour Skill Set UEP Core units AUMAMA002 Work effectively

Core units AUMAMA002 Work effectively in teams AUMASM001 Monitor and maintain a safe automotive work environment AUMFMM001 Reduce cycle time in automotive manufacturing work processes AUMFMM002 Reduce waste in automotive manufacturing work processes AUMFQM002 Sustain quality standards in an automotive manufacturing workplace AUMGQA001 Apply workplace technical quality standards Electives AURAEA002 Follow environmental and sustainability best practice in an automotive workplace BSBINM301 Organise workplace information BSBINN301 Promote innovation in a team environment AUMAMM001 Influence and lead work groups in an automotive manufacturing workplace * We can develop additional elective units that are not listed on request (Please contact us for further information)

mobile homes and mobile workplaces CPCPGS3052 Maintain Type A gas appliance CPCPGS3055 Install gas sub-meters CPCPDR3025 Plan layout and install vacuum drainage systems RIIWHS202E Enter and work in confined spaces RIICTT306E Install cure in-place linings for existing pipeline systems * We can develop additional elective units that are not listed on request (Please contact us for further information)

Units of competency ICTCYS407 Gather

Core units BSBCUS501 Manage quality customer service BSBMGT502 Manage people performance BSBMGT605 Provide leadership across the organisation BSBMGT608 Manage innovation and continuous improvement BSBSMB409 Build and maintain relationships with small business stakeholders FNSINC411 Conduct work according to professional practices in the financial services industry FNSSAM601 Monitor performance in sales of financial products or services FNSSAM602 Identify and evaluate marketing opportunities in the financial services industry Elective units BSBMGT616 Develop and implement strategic plans BSBSUS501 Develop workplace policy and procedures for sustainability FNSINC503 Identify situations requiring complex ethical decision making FNSINC504 Apply ethical frameworks and principles to make and act upon decisions FNSORG501 Develop and manage a budget FNSORG602 Develop and manage financial systems * We can develop additional elective units that are not listed on request (Please contact us for further information)

Core units BSBTWK501 Lead diversity and inclusion SITHCCC023 Use food preparation equipment SITHCCC027 Prepare dishes using basic methods of cookery SITHCCC043 Work effectively as a cook SITHKOP013 Plan cooking operations SITXCOM010 Manage conflict SITXFIN009 Manage finances within a budget SITXFSA005 Use hygienic practices for food safety SITXFSA006 Participate in safe food handling practices SITXHRM007 Coach others in job skills SITXHRM008 Roster staff SITXHRM009 Lead and manage people SITXINV006 Receive

Learning and Assessment Kit-SIRSS00032 Manage workplace responses to disrespectful, aggressive or abusive customer behaviour Skill Set UEP Core units AUMAMA002 Work effectivelyOur learner and assessment resources contain everything you need to begin training and assessing your learners. Our learner resources include: Learner Guide PowerPoint Presentation Session Plan Classroom Activities Self Study Guide Our assessment resources include: Assessment Pack (Student) Trainer Assessment Pack (Marking Guide) Mapping for each unit of competency Assessment Record Tools Our learner and assessment resources have been aligned to