Unit Standard |
Details |
Learning Resources |
Unit 57
Level 2
Credits 2
Version 5 |
Provide customer service in given situations Identify elements of good service in a given situation Provide customer service in a given situation Respond to customer complaints in a given situation
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Provider(s): Reference Materials available: Video: Video with Booklet: |
Unit 101
Level 1
Credits 3
Version 5 |
Develop and use keyboarding skills to enter text 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
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Provider(s): Reference Materials available: Books: From Software Education:
Work Module Booklet;
Combined pack of 101/102/107 Work Module Booklets
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Unit 103
Level 2
Credits 3
Version 5 |
Use data entry skills to input computer data Prepare data for computer data entry Enter data using a computer software programme Develop data entry speed and accuracy
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Provider(s): Reference Materials available: Booklet: - Use Data Entry Skills to Input Computer Data- Learnkey Booklet 103
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Unit 108
Level 3
Credits 5
Version 5 |
Apply language and text processing skills to produce business documents |
Provider(s): Reference Materials available: |
Unit 109
Level 4
Credits 10
Version 5
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Apply language and text processing skills to produce specialist documents |
Provider(s): Reference Materials available: |
Unit 110
Level 5
Credits 10
Version 5 |
Manage text processing and production of business information - Establish text processing management requirements
- Apply language and text processing skills to produce business information
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Provider(s): Reference Materials available: |
Unit 111
Level 2
Credits 5
Version 5
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Use a word processor to produce documents · 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 |
Provider(s): Reference Materials available: Booklet: - Use a Word Processor to Produce Documents - Learnkey Booklet 111
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Unit 112
Level 3
Credits 5
Version 5 |
Produce information using word processing functions - Apply word processing features and functions to produce information
- Apply file management and printing techniques to manage document production
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Provider(s): Reference Materials available: Booklet: - Produce Information Using Word Processing Functions - Learnkey Booklet 112
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Integrated
Unit 111 (V4 Level 2)
Unit 112 (V5 Level 3) |
Use a word processor to produce documents - 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
- information using word processing functions
- Explain the principles, features and functions of word processing to produce information.
- Apply file management and printing techniques to manage document production
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Provider(s): Reference Materials available: |
Unit 113
Level 4
Credits 10
Version 5 |
Produce information using advanced word processing functions - Apply advanced features and functions of word processing to produce information
- Apply advanced file management and printing techniques to the management of information production
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Provider(s): Reference Materials available: |
Unit 114
Level 3
Credits 10
Version 5 |
Operate office automation systems - Demonstrate knowledge of office automation systems
- Use office automation system applications
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Provider(s): Reference Materials available: |
Unit 121
Level 2
Credits 5
Version 5 |
Use office administration and communication systems - Describe office administration functions
- Use office administration systems
- Use office communications systems
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Provider(s): Reference Materials available: |
Unit 122
Level 3
Credits 5
Version 5 |
Provide office reception services - Explain the receptionist function within an organisation
- Provide reception services
- Evaluate and maintain the receptionist area
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Provider(s): Reference Materials available: |
Unit 123
Level 3
Credits 5
Version 5 |
Use office administration, copying, and telecommunication systems and processes - Describe an organisational structure and its office systems
- Use office information systems and processes
- Use document copying systems
- Use office telecommunication systems
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Provider(s): Reference Materials available: |
Unit 125
Level 3
Credits 5
Version 5 |
Demonstrate and apply knowledge of an organisation's record management system - 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
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Provider(s): Reference Materials available: |
Unit 330
Level 4
Credits 15
Version 5 |
Complete accounting procedures and produce financial statements - 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
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Provider(s): Reference Materials available: Book: - Broderick, T. Smith, K. & Tomkins, D. Accounting Workbook AME NCEA Year 13
- Shim, J. & Sigel, J.G. Schaum's Outlines: Financial Accounting
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Unit 333
Level 3
Credits 5
Version 5 |
Operate computer general ledger accounting systems to produce financial reports - 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
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Provider(s): Reference Materials available: |
Unit 334
Level 3
Credits 5
Version 5 |
Operate and administer inventory systems - 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
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Provider(s): Reference Materials available: |
Unit 335
Level 4
Credits 6
Version 6 |
Prepare computerised payroll and related administration records - 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
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Provider(s): Reference Materials available: |
Unit 376
Level 3
Credits 2
Version 4
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Employ customer service techniques for differing customer behaviours in a given situation - Demonstrate knowledge of customer service techniques required for differing customer behaviours
- Apply customer service techniques for differing customer behaviours in given situations
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Provider(s): Reference Materials available: Booklet: - Communication Skills for Customer Service: - Training Manual for u/s 9694-1299-376
Video: Video with Booklet: - Give 'Em the Pickle: a Leader's Guide
DVD with Booklet: - Hotlines: Controlling Call Times
- Just a Call Away: It's Your Call
Big File: Self-Directed Workbook: |
Unit 377
Level 2
Credits 2
Version 4 |
Work in a diverse workplace - Describe behaviours of diverse groups in relation to the way they enhance or create difficulties for workplace relationships
- Work in a diverse workplace
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Provider(s): Reference Materials available: - Book:
- Bell, D. New to New Zealand - A Guide to Ethnic Groups in New Zealand
Video with Booklet: - Respect: Valuing Diversity in Teams
- Teams - You Can Make The Difference
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Unit 378
Level 3
Credits 3
Version 4 |
Provide customer service for international visitors - Identify and describe present and emerging international visitor groups
- Communicate with international visitors
- Provide customer service for international visitors
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Learning Assessment Guide (PDF 58KB) Provider(s): Reference Materials available: |
Unit 379
Level 3
Credits 3
Version 6 |
Sell goods and/or services over the telephone - 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
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Learning Assessment Guide (PDF 398 KB) Provider(s): Reference Materials available: |
Unit 497
Level 1
Credits 3
Version 7 |
Demonstrate knowledge of workplace health and safety requirements - 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
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Provider(s): Reference Materials available: Website: Self-Directed Workbook: - Protect health and safety
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Unit 1272
Level 3
Credits 2
Version 5 |
Read efficiently to gain maximum information in time spent - Develop the skills to match reading speed to reading task
- Read to gain information
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Learning Assessment Guide (PDF 369 KB) Provider(s): Reference Materials available: |
Unit 1277
Level 2
Credits 3
Version 4 |
Communicate information in a specified workplace - Give information to clients in a specified workplace
- Record and convey information in a specified workplace
- Respond to an inquiry in a specified workplace
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Provider(s): Reference Materials available: DVD with Booklet: Video with Booklet: Website: - Maori names for all government departments:
- Privacy of information at work
Self-Directed Workbook: |
Unit 1279
Level 3
Credits 3
Version 4 |
Write in plain English - Demonstrate knowledge of plain English
- Write documents in plain English
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Provider(s): Reference Materials 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
Website: - Glossary of business terms in plain English:
- Free resources to help with writing in plain English:
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Unit 1294
Level 2
Credits 2
Version 4 |
Be interviewed in a formal situation - Plan, prepare for, and participate in a formal interview
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Provider(s): Reference Materials available: |
Unit 1296
Level 3
Credits 3
Version 4 |
Interview in an informal one-to-one situation - Demonstrate knowledge of the interview process
- Plan and lead the interview
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Provider(s): Reference Materials available: Book: - Maddux, R. Quality Interviewing.
Video with Booklet: - More Than a Gut Feeling
- Question for Clarity
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Unit 1297
Level 4
Credits 5
Version 4 |
Interview in a formal situation - Plan, conduct, and follow up an interview in a formal situation
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Provider(s): Reference Materials available: Book: - 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
Video with Booklet: - More Than a Gut Feeling
- Question for Clarity
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Unit 1299
Level 2
Credits 4
Version 5
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Be assertive in a range of specified situations - Define the purpose of, and identify barriers to, assertive communication
- Interact assertively in a one to one situation
- Communicate assertively in a small group
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Provider(s): Reference Materials available: Book: - Lloyd, S. Developing Positive Assertiveness
DVD/Video with Booklet: - Assertive Team Communication
Video with Booklet: Booklet: - Communication Skills for Customer Service: - Training Manual for u/s 9694-1299-376
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Unit 1304
Level 2
Credits 2
Version 5 |
Communicate with people from other cultures - Describe communication with people from other cultures
- Communicate with people from other cultures
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Provider(s): Reference Materials available: Book: - Bell, D. New to New Zealand - A Guide to Ethnic Groups in New Zealand.
Website: - Maori names for all government departments
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Unit 1307
Level 3
Credits 3
Version 5 |
Speak to a specified audience in a predictable situation - 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
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Provider(s): Reference Materials available: Video: - Preparing for Presentations.
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Unit 1311
Level 4
Credits 4
Version 4 |
Present and defend an argument orally - Present and defend an argument orally on an issue
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Provider(s): Reference Materials available: Book: - Kearny, L. Graphics for Presenters: Getting Your Ideas Across.
- Mandel, S. Technical Presentation Skills: A Practical Guide for Better Speaking.
Video: - Preparing for Presentations.
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Unit 1312
Level 3
Credits 3
Version 4 |
Give oral instructions in the workplace |
Provider(s): Reference Materials available: Video with Booklet: - You'll Soon Get the Hang of It
Self-Directed Workbook: |
Unit 1857
Level 6
5 Credits
Version 4
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Prepare and use budgets and cash flow forecasts - Prepare and use operating budgets
- Prepare cash flow forecasts, or cash budgets
- Prepare capital budgets
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Provider(s): Reference Materials available: |
Unit 1980
Level 3
Credits 2
Version 6 |
Identify, from an employee perspective, ways of dealing with employment relationship problems - 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
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Provider(s): Reference Materials available: Website: |
Unit 1982
Level 3
Credits 4
Version 5 |
Contribute to collective employment agreement negotiation: as an employee - 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
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Provider(s): Reference Materials available: Website: |
Unit 1986
Level 4
Credits 5
Version 5
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Apply calculations, data analysis, and statistical interpretation in a business context - Complete calculations for a business operation
- Compile, measure, and analyse business data
- Present and interpret business statistics for the analysed data
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Provider(s): Reference Materials available: Book: - Kemp, S.M. & Kemp, S. Business Statistics Demystified
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Unit 1987
Level 4
Credits 5
Version 4
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Develop strategies to establish and maintain positive workplace relationships - Devise strategies to establish positive working relationships with colleagues and manager(s)
- Develop strategies to maintain and monitor positive workplace relationships
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Provider(s): Reference Materials available: Book: - 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: DVD with Booklet: - People Skills: Influencing Others
Big File: - Llewellyn West, C. First Time Manager
- Hill, J. The Emerging Manager
Website: - 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
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Unit 1990
Level 4
Credits 5
Version 5 |
Assess small business ownership options and business structures - 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
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Provider(s): Reference Materials available: |
