Unit Standard

Learning Resources

Unit 8073

Level 4
Credits 8
Version 5

Establish, develop, and improve quality-focused aspects of supplier relationships.

Learners credited with this unit standard are able to:

• establish quality-focused relationships with suppliers,
• develop, maintain, and improve quality-focused relationships with new or existing suppliers,
• evaluate supplier performance.

Learning Assessment Guide (PDF 59 KB)

Reference material available:

Book:
Cox, A. Lonsdale, C. Sanderson, J. & Watson, G. Business Relationships for Competitive Advantage.

Unit 8074

Level 4
Credits 8
Version 5

Establish, develop, and improve quality-focused aspects of customer relationships.

Learners credited with this unit standard are able to:

• establish quality-focused relationships with customers,
• develop, maintain, and improve quality-focused relationships with new or existing customers,
• evaluate their own performance as a supplier.

Learning Assessment Guide (PDF 388 KB)

Reference material available:

Book:
Gerson, R. Measuring Customer Satisfaction.

Video:
Connor a Road Movie.

DVD/Video with Booklet:
Discussing Performance.

Booklet:
How Happier Customers Lead to Healthier Business.

Unit 8077

Level 3
Credits 4
Version 5

Participate in a team to achieve specified quality improvement objectives.

Learners credited with this unit standard are able to:

• contribute to team function and its specified quality improvement objectives,
• contribute to team decision-making to achieve specified quality improvement objectives.

Learning Assessment Guide (PDF 391 KB)

Training providers:

Leadership Development NZ: www.leadershipdevelopment.co.nz

Reference material available:

DVD with Booklet:
Teams - Skills for Team Members.

Video with Booklet:
Communicating in a Team.
Teams - You can Make the Difference.

Video with CD:
Project Management for Teams.

Unit 8081

Level 3
Credits 8
Version 4

Collect data for a specified purpose.

Learners credited with this unit standard are able to:

• prepare for data collection for a specified purpose,
• gather data for the specified purpose; and record data and calculate results.

Learning Assessment Guide (PDF 397 KB)

Training providers:

Leadership Development NZ: www.leadershipdevelopment.co.nz

Unit 8082

Level 4
Credits 8
Version 5

Analyse data and communicate information for a specified purpose.

Learners credited with this unit standard are able to:

• collate data for analysis to meet the requirements of a specified purpose,
• apply statistical analysis to the data,
• draw conclusions from the resulting information,
• communicate information.

Learning Assessment Guide (PDF 390 KB)

Unit 8084

Level 6
Credits 14
Version 4

Audit quality management systems for compliance with quality standards.

Learners credited with this unit standard are able to:

• prepare to carry out a quality audit,
• carry out technical aspects of a quality audit,
• carry out interpersonal aspects of a quality audit,
• report on a quality audit,
• verify corrective actions.

Learning Assessment Guide (PDF 413 KB)

Unit 8085

Level 3
Credits 4
Version 4

Demonstrate knowledge of quality and its management.

Learners credited with this unit standard are able to:

• explain fundamentals of quality and its management,
• explain the role of supply chain relationships in quality and its management,
• explain roles and responsibilities for ensuring quality in an organisation,
• describe quality management systems,
• identify approaches to quality improvement.

Learning Assessment Guide (PDF 398 KB)

Training providers:

TOSHA: www.tosha.co.nz
Precision Training: www.precisiontraining.co.nz
EMA Training Centre: www.ema.co.nz

Reference material available:

Book:
Harberer, J. TQM - 50 Ways to Make it Work for you.

Websites:
NZ Business Excellence Foundation - tools, tips, templates, guides to Baldrige, TQM and others: www.NZBEF.org.nz.
NZ Organisation for Quality - see their resources and handy links: www.nzoq.org.nz.
UK Dept of Trade and Industry - From Quality to Excellence. A great site with good sections on gurus (who, what, why) and a description of the theories e.g. TQM. Good case studies: www.dti.gov.uk/quality/6i.htm.

Unit 8086

Level 4
Credits 4
Version 4

Demonstrate knowledge required for quality auditing.

Learners credited with this unit standard are able to:

Demonstrate knowledge of:

• quality auditing, preparation for auditing,
• quality standards,
• auditor behaviour,
• registration of auditors and accreditation of certifying bodies.

Learning Assessment Guide (PDF 400 KB)

Unit 8087

Level 3
Credits 5
Version 4

Use core quality management tools.

Learners credited with this unit standard are able to:

• select and use quality management tools,
• interpret results,
• evaluate the effectiveness of the quality management tools used.

Learning Assessment Guide (PDF 373 KB)

Training providers:

Leadership Development NZ: www.leadershipdevelopment.co.nz

Reference material available:

Website:
www.ssc.govt.nz/circuit-breaker-workbook

Unit 8472

Level 6
Credits 15
Version 4

Establish and foster a client focus for public sector service delivery.

Learners credited with this unit standard are able to:

• determine and articulate benefits and implications of the adoption of a client centered focus for service delivery,
• assess the need for changes in current business processes and practices to meet client needs,
• develop strategies to assess and respond to changing client needs.

Learning Assessment Guide (PDF 407 KB)

Reference material available:

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

Unit 8473

Level 6
Credits 10
Version 4

Establish processes for public sector organisations to optimise interface with the public.

Learners credited with this unit standard are able to:

• determine nature of interface required to meet public needs,
• establish and enhance points of public contact,
• develop processes and staff to respond appropriately to public enquiries and requests.

Learning Assessment Guide (PDF 393 KB)

Unit 8475

Level 7
Credits 20
Version 4

Develop public sector service delivery objectives, and implement systems to meet client needs.

Learners credited with this unit standard are able to:

• formulate service delivery objectives,
• design and implement effective service delivery processes,
• develop and implement management systems to support delivery processes,
• develop and implement effective monitoring and reporting.

Learning Assessment Guide (PDF 467 KB)

Unit 8480

Level 6
Credits 10
Version 4

Provide public sector services that comply with government legislation, principles, and priorities.

Learners credited with this unit standard are able to:

• identify and interpret provisions of legislation that impact upon service delivery,
• achieve standards for the provision of services,
• identify and interpret government principles that impact upon service delivery,
• monitor and assess the implications of government priorities for service delivery,
• ensure that service delivery processes and systems comply with government legislation, principles, priorities, and standards and achieve policy objectives.

Learning Assessment Guide (PDF 394 KB)

Unit 8482

Level 6
Credits 15
Version 4

Establish and develop referral processes for public sector organisations.

Learners credited with this unit standard are able to:

• define the nature and extent of services delivered by the organisation,
• liaise with groups and individuals to develop referral processes that are effective for clients and the organisation,
• establish networks with external service providers and develop referral protocols that are effective for clients and the provider,
• establish processes to monitor and review internal and external referral processes.

Learning Assessment Guide (PDF 421 KB)

Unit 8483

Level 5
Credits 10
Version 4

Contribute to the development of public sector service delivery objectives and systems.

Learners credited with this unit standard are able to:

• contribute to the review and evaluation of effectiveness of service delivery objectives and systems,
• contribute to the revision and development of service delivery policies and/or procedures to meet public sector organisation objectives.

Learning Assessment Guide (PDF 396 KB)

Unit 8484

Level 5
Credits 10
Version 4

Produce public sector service delivery implementation guidelines.

Learners credited with this unit standard are able to:

• analyse service delivery policies and derive implementation factors for service delivery,
• consult with service delivery personnel and relevant external sources to define and confirm implementation issues,
• develop, test, and communicate implementation guidelines,
• establish processes to monitor and review implementation guidelines.

Learning Assessment Guide (PDF 449 KB)

Unit 8485

Level 6
Credits 10
Version 4

Communicate government policies and priorities to public sector clients and interested parties.

Learners credited with this unit standard are able to:

• identify and interpret government policies in relation to department, agency, or section operations,
• recognise government priorities in relation to department, agency, or section operations,
• communicate and clarify implications of governments policies and priorities for clients and interested parties.

Learning Assessment Guide (PDF 397 KB)

Unit 8487

Level 5
Credits 10
Version 4

Meet public sector organisation requirements for the provision of services.

Learners credited with this unit standard are able to:

• encompass organisation values in service delivery systems and processes,
• meet organisation objectives for service delivery,
• comply with organisation systems and procedures.

Learning Assessment Guide (PDF 402 KB)

Unit 8493

Level 5
Credits 10
Version 3

Provide leadership for a team in an organisation.

Learners credited with this unit standard are able to:

• identify and use appropriate leadership styles in the workplace,
• establish team behavioural expectations and standards,
• facilitate a team in its work,
• enhance working relationships with people outside the team.

Learning Assessment Guide (PDF 433 KB)

Training providers:

Precision Training: www.precisiontraining.co.nz
Leadership Development NZ: www.leadershipdevelopment.co.nz
People Power: www.peoplepower.co.nz

Reference material available:

Books:
Caroselli, M. The Business Ethics Activity Book.
Johnson, R. & Eaton, J. Essential Managers: Influencing People.
Kippenberger, T. Leadership Styles.

Training Manuals:
Developing Successful Leaders.
Managing Virtual Teams.
First Time Leadership.
Management at Work.

Training Manual with DVD:
Cleeton, D. & Sharman, D. Influencing Skills.

Unit 8495

Level 4
Credits 5
Version 3

Develop self to improve performance.

Learners credited with this unit standard are able to:

• identify opportunities to develop own performance,
• plan own development,
• develop self.

Learning Assessment Guide (PDF 401 KB)

Training providers:

Leadership Development NZ: www.leadershipdevelopment.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, Ch 10.
Shea, G. F. Making the Most of Being Mentored.

Video:
Exercising Personal Power.

Training Manual with DVD:
Live & Learn: Learning Pack.

Website:
McNamara, C. Suggestions to Enrich Any Training & Development Plans: www.managementhelp.org/trng_dev/gdlns.htm#anchor1688405.

Unit 8496

Level 5
Credits 5
Version 2

Develop and maintain a safe and supportive working environment.

Learners credited with this unit standard are able to:

• implement work standards and processes to maintain a safe and supportive working environment,
• maintain a safe and supportive working environment.

Learning Assessment Guide (PDF 396 KB)

Training providers:

EMA Training Centre: www.ema.co.nz

Reference material available:

Book:
Dobrich, W., Dranoff, S. & Maatman, G.L. The Manager's Guide to Preventing a Hostile Work Environment.

Websites:
EEO Trust - links to research, tools, newsletters, games: www.eeotrust.org.nz.
Resources on managing stress and fatigue in the workplace: www.osh.govt.nz/order/catalogue/stress/index.shtml.
Index of OSH resources provided by DOL: www.osh.govt.nz/order/catalogue/index.shtml.

Unit 8498

Level 5
Credits 6
Version 4

Explain and apply principles for managing conflict in workplaces.

Learners credited with this unit standard are able to:

• demonstrate knowledge of the principles of conflict management,
• diagnose and monitor actual or potential conflict situations,
• develop and apply action strategies to resolve conflicts.

Learning Assessment Guide (PDF 380 KB)

Training providers:

Precision Training: www.precisiontraining.co.nz
EMA Training Centre: www.ema.co.nz

Reference material available:

Booklet:
William Teao's resource for First Line Management - 8498 & 9704.

Unit 9677

Level 2
Credit 3
Version 7

Participate in a group/team which has an objective(s) .

Learners credited with this unit standard are able to:

• participate in a group/team working toward achievement of objective(s),
• participate in group/team function.

Learning Assessment Guide (PDF 385 KB)

Training providers:

Lifetime Learning: www.lifetimelearning.co.nz
PACT Training Consultants: www.pact.co.nz

Reference material available:

DVD with Booklet:
Teams - Skills for Team Members.

Video with a Booklet:
Communicating in a Team.

Unit 9678

Level 5
Credits 4
Version 5

Conduct formal meetings.

Learners credited with this unit standard are able to:

• prepare for and chair a formal meeting,
• manage post-meeting follow-up.

Learning Assessment Guide (PDF 398 KB)

Training providers:

Lifetime Learning: www.lifetimelearning.co.nz
PACT Training Consultants: www.pact.co.nz

Reference material available:

Books:
Hindle, T. Essential Managers: Managing Meetings.
Heller, R. Essential Managers: Making Decisions.

Unit 9679

Level 4
Credits 4
Version 4

Participate in a formal meeting.

Learners credited with this unit standard are able to:

• demonstrate knowledge of formal meetings and their procedures,
• prepare for and contribute to a formal meeting.

Learning Assessment Guide (PDF 381 KB)

Training providers:

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

Reference material available:

Books:
Hindle, T. Essential Managers: Managing Meetings.
Hunter, D. The Zen of Groups: A Handbook for People Meeting with a Purpose.

Booklet:
William Teao's resource for First Line Management - 9679.

Video:
Meetings Bloody Meetings.

Unit 9680

Level 2
Credits 2
Version 3

Communicate within an organisational context.

Learners credited with this unit standard are able to:

• select and use appropriate language within an organisation,
• meet organisational and legislative requirements for communication.

Learning Assessment Guide (PDF 399 KB)

Reference material available:

Websites:
For Maori names of all Government Departments: www.tetaurawhiri.govt.nz/english/pub_e/bilingualtitles.shtml.
Privacy of information at work: http://www.privacy.org.nz/privacy-introduction/.
Young People and Privacy (language is easier to understand): www.youthlaw.co.nz/default.aspx?_z=61.

Unit 9681

Level 3
Credits 3
Version 4

Contribute within a group/team which has an objective(s).

Learners credited with this unit standard are able to:

• contribute within a group/team working toward achievement of objective(s) and to group/team function.

Learning Assessment Guide (PDF 390 KB)

Training providers:

Lifetime Learning: www.lifetimelearning.co.nz
Precision Training: www.precisiontraining.co.nz
EMA Training Centre: www.ema.co.nz
People Power: www.peoplepower.co.nz

Reference material available:

Books:
Heller, R. Essential Managers: Making Decisions.

Booklet:
William Teao's resource for First Line Management - 9681 & 9691.

Video with Booklet:
Teams - You Can Make The Difference.

DVD with Booklet:
Teams - Skills for Team Members Building.

Self-Directed Workbook:
Contribute within a group/team (under development).

Unit 9685

Level 5
Credits 5
Version 5

Write an analytical report.

Learners credited with this unit standard are able to:

• select and organise information,
• write the introductory section(s), body, and summary of the report,
• produce the report according to specified standard format.

Learning Assessment Guide (PDF 424 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz

Unit 9691

Level 5
Credits 5
Version 4

Demonstrate knowledge of group processes.

Learners credited with this unit standard are able to:

• analyse the advantages and disadvantages of working in groups,
• explain group processes,
• outline strategies to manage conflict in a group.

Learning Assessment Guide (PDF 395 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz
Precision Training: www.precisiontraining.co.nz

Reference material available:

Books:
Harrington-Mackin, D. The Team Building Toolkit.
Hunter, D. The Zen of Groups: A Handbook for People Meeting with a Purpose.

Booklet:
William Teao's resource for First Line Management - 9681 & 9691.

Unit 9692

Level 5
Credits 4
Version 4

Present information orally to an audience.

Learners credited with this unit standard are able to:

• gather material for an oral presentation,
• structure and deliver an oral presentation to an audience.

Learning Assessment Guide (PDF 384 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz

Reference material available:

Book:
Mandel, S. Technical Presentation Skills: A Practical Guide for Better Speaking.

Video with Booklet:
The Impact training & Presentations Skills Workshop.

Video:
Preparing for Presentations.

Unit 9694

Level 3
Credits 4
Version 5

Demonstrate and apply knowledge of communication process theory.

Learners credited with this unit standard are able to:

• demonstrate knowledge of elements of communication process theory,
• analyse two communication events in terms of communication process theory.

Learning Assessment Guide (PDF 395 KB)

Training providers:

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

Reference material available:

Booklet:
William Teao's Resource for Adult Education and Training - 7097 7107 7115 9694.
Communication Skills for Customer Service: - Training Manual for units 9694-1299-376.

Unit 9695

Level 4
Credits 3
Version 4

Examine a problem-solving model and associated techniques.

Learners credited with this unit standard are able to:

• examine a problem-solving model,
• explain problem-solving techniques,
• match problem-solving techniques to specific situations.

Learning Assessment Guide (PDF 371 KB)

Training providers:

EMA Training Centre: www.ema.co.nz
TOSHA: www.tosha.co.nz

Reference material available:

Books:
Higgins, J.M. 101 Creative Problem Solving Techniques: The Handbook of New Ideas for Business.
Brassard, M. Field, C. et al The Problem Solving Memory Jogger.
Straker, D. Rapid Problem-Solving With Post-it Notes.

Video with Booklet:
20 Steps to Better Management: Solving Problems &Thinking Creatively

Booklet:
William Teao's Resource for First Line Management - 9695 9696

Website:
This site has useful simple templates and diagrams to guide thinking, and illustrate processes: http://www.lea.co.nz/citest/resources/problemsolving/index.asp.

Unit 9696

Level 4
Credits 4
Version 4

Apply problem-solving techniques.

Learners credited with this unit standard are able to:

• define and analyse the problem,
• evaluate possible solutions,
• implement and review the solution.

Learning Assessment Guide (PDF 375 KB)

Training providers:

EMA Training Centre: www.ema.co.nz
TOSHA: www.tosha.co.nz
People Power: www.peoplepower.co.nz

Reference material available:

Books:
Higgins, J.M. 101 Creative Problem Solving Techniques: The Handbook of New Ideas for Business.
Brassard, M. Field, C. et al The Problem Solving Memory Jogger.

Video with Booklet:
20 Steps to Better Management: Solving Problems &Thinking Creatively.

Booklets:
William Teao's Resource for First Line Management - 9695 9696.

Unit 9701

Level 4
Credits 3
Version 4

Write proposals.

Learners credited with this unit standard are able to:

• plan a proposal,
• write a proposal.

Learning Assessment Guide (PDF 374 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz

Reference material available:

Books:
Jay, R. How to Write Proposals & Reports That Get Results.
Wienbroer, D. Hughes, E. & Silverman, J. Rules of Thumb for Business Writers.

Videos with Booklet:
The Complete Communicator: Put it Into Writing Video One - Drama.
Preparing For Presentations.

Unit 9703

Level 5
Credits 3
Version 4

Write job procedures.

Learners credited with this unit standard are able to:

• prepare for, and write job procedures.

Learning Assessment Guide (PDF 402 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz

Reference material available:

Website:
Templates for developing business process diagrams: http://office.microsoft.com/en-us/FX011746931033.aspx.

Unit 9704

Level 4
Credits 6
Version 4

Manage interpersonal conflict.

Learners credited with this unit standard are able to:

• identify and clarify issues of interpersonal conflict,
• develop strategies to manage an interpersonal conflict,
• select and implement strategy to manage the conflict,
• evaluate strategy.

Learning Assessment Guide (PDF 396 KB)

Training providers:

Lifetime Learning: www.lifetimelearning.co.nz
Macquarie Training: www.mtrain.co.nz
Leadership Development NZ: www.leadershipdevelopment.co.nz

Reference material available:

Booklet:
William Teao's resource for First Line Management - 8498 & 9704.

Unit 9705

Level 3
Credits 3
Version 4

Give and respond to feedback on performance.

Learners credited with this unit standard are able to:

• give and respond to feedback on performance.

Learning Assessment Guide (PDF 398 KB)

Training providers:

Lifetime Learning: www.lifetimelearning.co.nz
Macquarie Training: www.mtrain.co.nz
BR Training: www.brtraining.co.nz

Reference material available:

Books:
Hathaway, P. Giving & Receiving Feedback.
Shepard, G. How to Make Performance Evaluations Really Work.
Bacal, R. Manager's Guide to Performance Reviews.

Videos:
Giving Feedback - Basic Skills.
Receiving Feedback Basic Skills.
The Feedback Skills Activity Pack,

Self-Directed Workbook:
Give and receive feedback (under development).