Unit Standard

Learning Resources

Unit 57

Level 2
Credits 2
Version 5

Provide customer service in given situations.

Learners credited with this unit standard are able to:

• identify elements of good service in a given situation,
• provide customer service in a given situation,
• respond to customer complaints in a given situation.

Learning Assessment Guide (PDF 60 KB)

Training providers:

EMA Training Centre: www.ema.co.nz

Reference material available:

Video:
Demanding Customers

Video with Booklet:
Give 'Em the Pickle: a Leader's Guide.

Unit 101

Level 1
Credits 3
Version 5

Develop and use keyboarding skills to enter text.

Learners credited with this unit standard are able to:

• develop keyboarding techniques to key-in alpha and numeric text, symbols and special characters, using a standard alphanumeric keyboard,
• identify and apply keyboarding techniques and ergonomic practices to avoid overuse injuries.

Learning Assessment Guide (PDF 378 KB)

Reference material available:

Books from Software Education:
Combined pack of 101/102/107 Work Module Booklets.

Unit 103

Level 2
Credits 3
Version 5

Use data entry skills to input computer data.

Learners credited with this unit standard are able to:

• prepare data for computer data entry,
• enter data using a computer software programme,
• develop data entry speed and accuracy.

Learning Assessment Guide (PDF 390 KB)

Training providers:

Rapid Results: www.icontact.co.nz
Strive LTD: www.strive.co.nz

Reference material available:

Booklet:
Use Data Entry Skills to Input Computer Data- Learnkey Booklet 103.

Unit 108

Level 3
Credits 5
Version 5

Apply language and text processing skills to produce business documents.

Learners credited with this unit standard are able to:

• apply language and text processing skills to produce business documents.

Learning Assessment Guide (PDF 374 KB)

Unit 109

Level 4
Credits 10
Version 5

Apply language and text processing skills to produce specialist documents.

Learners credited with this unit standard are able to:

• apply language and text processing skills to produce specialist documents.

Learning Assessment Guide (PDF 366 KB)

Unit 110

Level 5
Credits 10
Version 5

Manage text processing and production of business information.

Learners credited with this unit standard are able to:

• establish text processing management requirements,
• apply language and text processing skills to produce business information.

Learning Assessment Guide (PDF 375 KB)

Unit 111

Level 2
Credits 5
Version 5

Use a word processor to produce documents.

Learners credited with this unit standard are able to:

• describe the basic principles, terminology and techniques used for word processing,
• apply the basic principles, terminology and techniques used for word processing to produce documents.

Learning Assessment Guide (PDF 392 KB)

Training providers:

Rapid Results: www.icontact.co.nz
Strive LTD: www.strive.co.nz

Reference material available:

Booklet:
Use a Word Processor to Produce Documents - Learnkey Booklet 111.

Unit 112

Level 3
Credits 5
Version 5

Produce information using word processing functions.

Learners credited with this unit standard are able to:

• apply word processing features and functions to produce information,
• apply file management and printing techniques to manage document production.

Learning Assessment Guide (PDF 392 KB)

Reference material available:

Booklet:
Produce Information Using Word Processing Functions - Learnkey Booklet 112.

Integrated 111 & 112

Unit 111 (V4 Level 2)
Unit 112 (V5 Level 3)

Use a word processor to produce documents.

Learners credited with this unit standard are able to:

• describe the basic principles, terminology and techniques used for word processing,
• apply the basic principles, terminology and techniques used for word processing to produce documents.

Produce information using word processing functions.

Learners credited with this unit standard are able to:

• explain the principles, features and functions of word processing to produce information,
• apply file management and printing techniques to manage document production.

Learning Assessment Guide (PDF 391 KB)

Unit 113

Level 4
Credits 10
Version 5

Produce information using advanced word processing functions.

Learners credited with this unit standard are able to:

• apply advanced features and functions of word processing to produce information,
• apply advanced file management and printing techniques to the management of information production.

Learning Assessment Guide (PDF 389 KB)

Unit 114

Level 3
Credits 10
Version 5

Operate office automation systems.

Learners credited with this unit standard are able to:

• demonstrate knowledge of office automation systems,
• use office automation system applications.

Learning Assessment Guide (PDF 399 KB)

Training providers:

BR Training: www.brtraining.co.nz

Unit 121

Level 2
Credits 5
Version 5

Use office administration and communication systems.

Learners credited with this unit standard are able to:

• describe office administration functions,
• use office administration systems,
• use office communications systems.

Learning Assessment Guide (PDF 383 KB)

Unit 122

Level 3
Credits 5
Version 5

Provide office reception services.

Learners credited with this unit standard are able to:

• explain the receptionist function within an organisation,
• provide reception services,
• evaluate and maintain the receptionist area.

Learning Assessment Guide (PDF 415 KB)

Unit 123

Level 3
Credits 5
Version 5

Use office administration, copying, and telecommunication systems and processes.

Learners credited with this unit standard are able to:

• describe an organisational structure and its office systems,
• use office information systems and processes,
• use document copying systems,
• use office telecommunication systems.

Learning Assessment Guide (PDF 391 KB)

Unit 125

Level 3
Credits 5
Version 5

Demonstrate and apply knowledge of an organisation's record management system.

Learners credited with this unit standard are able to:

• explain the purpose and operations of an organisation's document management system,
• explain and operate an organisation's records storage and retrieval systems,
• explain security considerations for a document management system.

Learning Assessment Guide (PDF 379 KB)

Unit 330

Level 4
Credits 15
Version 5

Complete accounting procedures and produce financial statements.

Learners credited with this unit standard are able to:

• describe the nature and functions of accounting,
• define and apply accounting structures and concepts for a sole trader,
• record financial transactions for GST,
• complete end of period statements,
• present financial statements and clarify reported financial position.

Learning Assessment Guide (PDF 414 KB)

Reference material available:

Books:
Broderick, T. Smith, K. & Tomkins, D. Accounting Workbook AME NCEA Year 13.
Shim, J. & Sigel, J.G. Schaum's Outlines: Financial Accounting.

Unit 333

Level 3
Credits 5
Version 5

Operate computer general ledger accounting systems to produce financial reports.

Learners credited with this unit standard are able to:

• apply information security features and reconciliation procedures in using general ledger accounting software,
• produce financial reports and related information from general ledger accounting software,
• complete a scheduled processing cycle and explain year-end processing options.

Learning Assessment Guide (PDF 382 KB)

Unit 334

Level 3
Credits 5
Version 5

Operate and administer inventory systems.

Learners credited with this unit standard are able to:

• explain the nature and function of inventories,
• operate an inventory system for an organisation,
• explain and apply methods for valuing inventories, and prepare inventory accounting records for an organisation.

Learning Assessment Guide (PDF 382 KB)

Unit 335

Level 4
Credits 6
Version 6

Prepare computerised payroll and related administration records.

Learners credited with this unit standard are able to:

• describe requirements of principal employment legislation in relation to payroll, and an organisation's payroll system requirements,
• calculate, record, and process payroll payments using payroll software,
• produce payroll and related administration reports using payroll software.

Learning Assessment Guide (PDF 414 KB)

Unit 376

Level 3
Credits 2
Version 4

Employ customer service techniques for differing customer behaviours in a given situation.

Learners credited with this unit standard are able to:

• demonstrate knowledge of customer service techniques required for differing customer behaviours,
• apply customer service techniques for differing customer behaviours in given situations.

Learning Assessment Guide (PDF 391 KB)

Training providers:

Rapid Results at www.icontact.co.nz
Strive LTD: www.strive.co.nz
EMA Training Centre: www.ema.co.nz

Reference material available:

Booklet:
Communication Skills for Customer Service: - Training Manual for u/s 9694-1299-376.

Video:
Demanding Customers.

Video with Booklet:
Give 'Em the Pickle: a Leader's Guide.

DVDs with Booklet:
Hotlines: Controlling Call Times.
Just a Call Away: It's Your Call.

Training Manual:
Wowing the Customer.

Self-Directed Workbook:
Customer Behaviours (under development).

Unit 377

Level 2
Credits 2
Version 4

Work in a diverse workplace.

Learners credited with this unit standard are able to:

• describe behaviours of diverse groups in relation to the way they enhance or create difficulties for workplace relationships,
• work in a diverse workplace.

Learning Assessment Guide (PDF 372 KB)

Training providers:

EMA Training Centre: www.ema.co.nz

Reference material available:

Book:
Bell, D. New to New Zealand - A Guide to Ethnic Groups in New Zealand.

Videos with Booklet:
Respect: Valuing Diversity in Teams.
Teams - You Can Make The Difference.

Unit 378

Level 3
Credits 3
Version 4

Provide customer service for international visitors.

Learners credited with this unit standard are able to:

• identify and describe present and emerging international visitor groups,
• communicate with international visitors,
• provide customer service for international visitors.

Learning Assessment Guide (PDF 58KB)

Unit 379

Level 3
Credits 3
Version 6

Sell goods and/or services over the telephone.

Learners credited with this unit standard are able to:

• prepare to sell goods and/or services over the telephone,
• greet customers over the telephone,
• identify customer needs and expectations over the telephone,
• sell goods and/or services to customers over the telephone.

Learning Assessment Guide (PDF 398 KB)

Training providers:

Rapid Results: www.icontact.co.nz
Strive LTD: www.strive.co.nz
People Power: www.peoplepower.co.nz

Unit 497

Level 1
Credits 3
Version 6

Demonstrate knowledge of workplace health and safety requirements.

Learners credited with this unit standard are able to:

• identify and describe legislative rights and responsibilities for workplace health and safety,
• describe the systems approach to workplace health and safety,
• explain how hazards are defined in the HSE Act.

Learning Assessment Guide (PDF 367 KB)

Training providers:

Lifetime Learning: www.lifetimelearning.co.nz

Reference material available:

Website:
http://www.osh.dol.govt.nz/order/catalogue/hseact-text/index.shtml

Self-Directed Workbook:
Protect health and safety (under development).

Unit 1272

Level 3
Credits 2
Version 5

Read efficiently to gain maximum information in time spent.

Learners credited with this unit standard are able to:

• develop the skills to match reading speed to reading task,
• read to gain information.

Learning Assessment Guide (PDF 369 KB)

Unit 1277

Level 2
Credits 3
Version 4

Communicate information in a specified workplace.

Learners credited with this unit standard are able to:

• give information to clients in a specified workplace,
• record and convey information in a specified workplace,
• respond to an inquiry in a specified workplace.

Learning Assessment Guide (PDF 392 KB)

Training providers:

Lifetime Learning: www.lifetimelearning.co.nz

Reference material available:

DVD with Booklet:
Etiquette at Work.

Video with Booklet:
Communicating in a Team.

Websites:
Maori names for all government departments: www.tetaurawhiri.govt.nz/english/pub_e/bilingualtitles.shtml.
Privacy of information at work: http://www.privacy.org.nz/privacy-introduction/.

Self-Directed Workbook:
Communication (under development).

Unit 1279

Level 3
Credits 3
Version 4

Write in plain English.

Learners credited with this unit standard are able to:

• demonstrate knowledge of plain English,
• write documents in plain English.

Learning Assessment Guide (PDF 381 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz

Reference material available:

Book:
Wienbroer, D. Hughes, E. & Silverman, J. Rules of Thumb for Business Writers.

Video with Booklet:
The Complete Communicator: Put it Into Writing Video One - Drama

Websites:
Glossary of business terms in plain English: www.biz.org.nz/public/glossary.aspx.
Free resources to help with writing in plain English: www.write.co.nz/mainsite/FreeStuff.html.

Unit 1294

Level 2
Credits 2
Version 4

Be interviewed in a formal situation.

Learners credited with this unit standard are able to:

• plan, prepare for, and participate in a formal interview.

Learning Assessment Guide (PDF 376 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz

Unit 1296

Level 3
Credits 3
Version 4

Interview in an informal one-to-one situation.

Learners credited with this unit standard are able to:

• demonstrate knowledge of the interview process,
• plan and lead the interview.

Learning Assessment Guide (PDF 381 KB)

Training providers:

Leadership Development NZ: www.leadershipdevelopment.co.nz
Precision Training: www.precisiontraining.co.nz
TOSHA Ltd: www.tosha.co.nz

Reference material available:

Book:
Maddux, R. Quality Interviewing.

Videos with Booklet:
More Than a Gut Feeling.
Question for Clarity.

Unit 1297

Level 4
Credits 5
Version 4

Interview in a formal situation.

Learners credited with this unit standard are able to:

• plan, conduct, and follow up an interview in a formal situation.

Learning Assessment Guide (PDF 390 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz
EMA Training Centre: www.ema.co.nz

Reference material available:

Books:
Maddux, R. Quality Interviewing.
Fitzwater, T.L. Behavior-Based Interviewing: Selecting the Right Person for the Job.
Hiring & Keeping the Best People: Your Mentor & Guide to Doing Business Effectively.

Videos with Booklet:
More Than a Gut Feeling.
Question for Clarity.

Unit 1299

Level 2
Credits 4
Version 5

Be assertive in a range of specified situations.

Learners credited with this unit standard are able to:

• define the purpose of, and identify barriers to, assertive communication,
• interact assertively in a one to one situation,
• communicate assertively in a small group.

Learning Assessment Guide (PDF 420 KB)

Training providers:

Rapid Results at www.icontact.co.nz
Strive LTD: www.strive.co.nz
Lifetime Learning: www.lifetimelearning.co.nz

Reference material available:

Books:
Lloyd, S. Developing Positive Assertiveness.

DVD/Video with Booklet:
Assertive Team Communication.

Video with Booklet:
Being Assertive.

Booklet:
Communication Skills for Customer Service: - Training Manual for u/s 9694-1299-376.

Unit 1304

Level 2
Credits 2
Version 5

Communicate with people from other cultures.

Learners credited with this unit standard are able to:

• describe communication with people from other cultures,
• communicate with people from other cultures.

Learning Assessment Guide (PDF 403 KB)

Training providers:

Lifetime Learning: www.lifetimelearning.co.nz
Leadership Development NZ: www.leadershipdevelopment.co.nz
Precision Training: www.precisiontraining.co.nz

Reference material available:

Book:
Bell, D. New to New Zealand - A Guide to Ethnic Groups in New Zealand.

Website:
Maori names for all government departments: www.tetaurawhiri.govt.nz/english/pub_e/bilingualtitles.shtml.

Unit 1307

Level 3
Credits 3
Version 5

Speak to a specified audience in a predictable situation.

Learners credited with this unit standard are able to:

• give an informative talk to a specified audience in a predictable situation,
• deliver a prepared social speech to a specified audience in a predictable situation.

Learning Assessment Guide (PDF 377 KB)

Training providers:

Lifetime Learning: www.lifetimelearning.co.nz
Precision Training: www.precisiontraining.co.nz
TOSHA Ltd: www.tosha.co.nz

Reference material available:

Video:
Preparing for Presentations.

Unit 1311

Level 4
Credits 4
Version 4

Present and defend an argument orally.

Learners credited with this unit standard are able to:

• present and defend an argument orally on an issue.

Learning Assessment Guide (PDF 379 KB)

Training providers:

Lifetime Learning: www.lifetimelearning.co.nz
Precision Training: www.precisiontraining.co.nz

Reference material available:

Books:
Kearny, L. Graphics for Presenters: Getting Your Ideas Across.
Mandel, S. Technical Presentation Skills: A Practical Guide for Better Speaking.

Video:
Preparing for Presentations.

Unit 1312

Level 3
Credits 3
Version 4

Give oral instructions in the workplace.

Learners credited with this unit standard are able to:

• give oral instructions in the workplace.

Learning Assessment Guide (PDF 368 KB)

Training providers:

Leadership Development NZ: www.leadershipdevelopment.co.nz
Precision Training: www.precisiontraining.co.nz
EMA Training Centre: www.ema.co.nz
BR Training: www.brtraining.co.nz

Reference material available:

Video with Booklet:
You'll Soon Get the Hang of It.

Self-Directed Workbook:
Give oral instructions (under development).

Unit 1857

Level 6
5 Credits
Version 4

Prepare and use budgets and cash flow forecasts.

Learners credited with this unit standard are able to:

• prepare and use operating budgets,
• prepare cash flow forecasts, or cash budgets,
• prepare capital budgets.

Learning Assessment Guide (PDF 385 KB)

Unit 1980

Level 3
Credits 2
Version 6

Identify, from an employee perspective, ways of dealing with employment relationship problems.

Learners credited with this unit standard are able to:

• identify statutory provisions relating to the resolution of employment relationship problems including personal grievances and disputes, and identify sources of assistance for the employee,
• identify courses of action for dealing with employment relationship problems including personal grievances arising from the employment relationship and disputes arising from the employment agreement.

Learning Assessment Guide (PDF 374 KB)

Reference material available:

Websites:
Employment relationship problems http://www.ers.govt.nz/problem/.
Employment agreements http://www.ers.govt.nz/relationships/.

Unit 1982

Level 3
Credits 4
Version 5

Contribute to collective employment agreement negotiation: as an employee.

Learners credited with this unit standard are able to:

• identify statutory provisions relevant to the negotiation of collective employment agreements,
• describe key features and processes of collective employment agreement negotiation,
• respond to a collective employment agreement offer.

Learning Assessment Guide (PDF 387 KB)

Reference material available:

Website:
Employment agreements http://www.ers.govt.nz/relationships/.

Unit 1986

Level 4
Credits 5
Version 5

Apply calculations, data analysis, and statistical interpretation in a business context.

Learners credited with this unit standard are able to:

• complete calculations for a business operation,
• compile, measure, and analyse business data,
• present and interpret business statistics for the analysed data.

Learning Assessment Guide (PDF 248 KB)

Reference material available:

Book:
Kemp, S.M. & Kemp, S. Business Statistics Demystified.

Unit 1987

Level 4
Credits 5
Version 4

Develop strategies to establish and maintain positive workplace relationships.

Learners credited with this unit standard are able to:

• devise strategies to establish positive working relationships with colleagues and manager(s),
• develop strategies to maintain and monitor positive workplace relationships.

Learning Assessment Guide (PDF 70 KB)

Training providers:

Leadership Development NZ: www.leadershipdevelopment.co.nz
Macquarie Training: www.mtrain.co.nz
EMA Training Centre: www.ema.co.nz
People Power: www.peoplepower.co.nz

Reference material available:

Books:
Gaynor, G. What Every New Manager Needs to Know: Making a Successful Transition to Management.
Johnson, R. & Eaton, J. Essential Managers: Influencing People.
Harrington-Mackin, D. The Team Building Toolkit.
Crittendon, R. The New Manager's Starter Kit.
Nelson, N. Clutter Proof Your Business: Turn Your Mess Into Success.

Video with Booklet:
Team Building.

DVD with Booklet:
People Skills: Influencing Others.

Training Manuals:
Llewellyn West, C. First Time Manager.
Hill, J. The Emerging Manager.

Websites:
EEO Trust - see resource selection - online library, newsletter, research papers and links to other useful sites http://www.eeotrust.org.nz/.
Employment Relations website from the Dept. of Labour - section on education and training, quick links to fact sheets on rights, obligations, legislation, etc: http://www.ers.dol.govt.nz.

Unit 1990

Level 4
Credits 5
Version 5

Assess small business ownership options and business structures.

Learners credited with this unit standard are able to:

• analyse ownership options and business structures,
• assess options for acquiring a small business,
• evaluate small business financing options,
• interpret legal requirements for small business operations.

Learning Assessment Guide (PDF 390 KB)

Training providers:

Precision Training: www.precisiontraining.co.nz