Learning Assessment Guides for unit standards 10,001

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Home > Learners > Learning Assessment Guides > Unit standards 10,001 - 12,000

LEARNING ASSESSMENT GUIDES FOR UNIT STANDARDS 10,001 - 12,000

The following is Learning State's list of Learning Assessment Guides and resources for unit standards 10,001 - 12,000. These Learning Assessment Guides are updated regularly however if you are a registered assessor in the public sector and require a guide that is not here, please contact us so we can add it to the development schedule.

Unit Standard

Learning Resources

Unit 10425

Level 4
Credits 2
Version 5

Apply the HSE Act 1992 as an employee in a compliance and/or regulatory control workplace.

Learners credited with this unit standard are able to:

demonstrate knowledge of the way the Health and Safety in Employment (HSE) Act 1992 applies in one's own compliance and/or regulatory control workplace,
take steps to comply with the HSE Act 1992 as an employee.

Learning Assessment Guide (PDF 377 KB)

Unit 10458

Level 4
Credits 5
Version 4

Communicate product information to sales clients.

Learners credited with this unit standard are able to:

determine communication processes for product information,
communicate product information,
evaluate effectiveness of communication of product information.

Learning Assessment Guide (PDF 64 KB)

Training providers:

Strive LTD: www.strive.co.nz
People Power: www.peoplepower.co.nz

Unit 10667

Level 4
Credits 8
Version 3

Explain the use of kawa and tikanga in Māori management situations.

Learners credited with this unit standard are able to:

explain the use of kawa and tikanga in relation to management situations,
explain the use of kawa and tikanga within an organisational structure,
explain how kawa and tikanga can be used in interpersonal communication situations with Maori staff.

Learning Assessment Guide (PDF 396 KB)

Unit 10669

Level 4
Credits 6
Version 3

Explain the effects on Māori of racism in the workplace.

Learners credited with this unit standard are able to:

explain the effects of institutional racism on Māori in the workplace,
explain the effects of personal racism in a variety of management situations.

Learning Assessment Guide (PDF 382 KB)

Unit 10670

Level 5
Credits 8
Version 3

Develop and implement a strategy to counter racism in Māori management situations.

Learners credited with this unit standard are able to:

develop and implement a strategy to counter racism to support Māori management situations.

Learning Assessment Guide (PDF 384 KB)

Unit 10672

Level 6
Credits 6
Version 3

Develop and implement workplace policies which are responsive to Māori.

Learners credited with this unit standard are able to:

review and analyse workplace policies to determine their responsiveness to Māori staff,
develop and implement workplace policies for Māori staff.

Learning Assessment Guide (PDF 400 KB)

Unit 10791

Level 2
Credits 3
Version 2

Participate in informal meetings.

Learners credited with this unit standard are able to:

identify guidelines for informal meetings,
participate in the meeting.

Learning Assessment Guide (PDF 382 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz

Reference material available:

Books:
Munter, M. & Netzley, M. Guide to Meetings.
Hindle, T. Essential Managers: Managing Meetings.

Video with Booklet:
Communicating In a Team.

Video:
Meetings Bloody Meetings.
Listening & Understanding.

Website:
Template for an informal meeting agenda: http://office.microsoft.com/en-us/templates/TC062433721033.aspx.

Unit 11057

Level 5
Credits 10
Version 2

Assess information sources and produce analysis of information and data.

Learners credited with this unit standard are able to:

identify relevant information sources and collect information and data,
select and apply analysis techniques,
interpret and produce information in relevant formats.

Learning Assessment Guide (PDF 396 KB)

Unit 11075

Level 6
Credits 15
Version 2

Manage implementation of organisational strategies, policies, and plans.

Learners credited with this unit standard are able to:

communicate implementation objectives, priorities and processes,
manage the allocation and use of resources,
coordinate, monitor and review implementation processes,
negotiate realignment of implementation objectives, priorities and processes.

Learning Assessment Guide (PDF 403 KB)

Reference material available:

Book:
Gaynor, G. What Every New Manager Needs to Know: Making a Successful Transition to Management, Ch 8.

DVD:
Scenario Planning.

Unit 11095

Level 3
Credits 3
Version 4

Write business correspondence to convey complex ideas and information.

Learners credited with this unit standard are able to:

write business correspondence to convey complex ideas and information.

Learning Assessment Guide (PDF 386 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz

Reference material available:

Books:
Cleland, J.K. Business Writing For Results.
McAlpine, R. Crash Course in Corporate Communications.
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.

Unit 11096

Level 5
Credits 3
Version 3

Analyse feedback contexts and apply constructive feedback techniques.

Learners credited with this unit standard are able to:

analyse feedback contexts and/or situations,
give constructive feedback,
respond constructively to feedback.

Learning Assessment Guide (PDF 388 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz
Leadership Development NZ: www.leadershipdevelopment.co.nz
Precision Training: www.precisiontraining.co.nz

Reference material available:

Book:
Gaynor, G. What Every New Manager Needs to Know: Making a Successful Transition to Management, Ch 7.

Training Manual:
The Feedback Skills Activity Pack.

Unit 11097

Level 3
Credits 3
Version 2

Listen to gain information in an interactive situation.

Learners credited with this unit standard are able to:

select listening techniques,
listen to gain information,
respond to information received.

Learning Assessment Guide (PDF 383 KB)

Training providers:

EMA Training Centre: www.ema.co.nz
Lifetime Learning: www.lifetimelearning.co.nz
Leadership Development NZ: www.leadershipdevelopment.co.nz

Strive LTD: www.strive.co.nz

Reference material available:

Book:
Burley-Allen, M. Listening: The Forgotten Skill.

Video:
Listening & Understanding.

DVDs with Booklet:
Just a Call Away: Attitude is Everything.
Hotlines: Building Relationships.
Hotlines: Controlling Call Time.

Interactive CD-Rom with Book:
Listening Skills.

Self-Directed Workbook:
Listen to gain information (under development).

Unit 11098

Level 5
Credits 2
Version 3

Analyse listening techniques, and listen and respond to information received.

Learners credited with this unit standard are able to:

analyse listening techniques,
listen and respond to information received.

Learning Assessment Guide (PDF 397 KB)

Training providers:

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

Reference material available:

Books:
Burley-Allen, M. Listening: The Forgotten Skill.
Gaynor, G. What Every New Manager Needs to Know: Making a Successful Transition to Management, Ch 7.

Book with Interactive CD-Rom:
Ryan, K & Pauley, A. Listening Skills.

Unit 11099

Level 4
Credits 4
Version 3

Develop strategies for communicating in a culturally diverse workplace.

Learners credited with this unit standard are able to:

identify communication implications of cultural diversity,
communicate in a culturally diverse workplace.

Learning Assessment Guide (PDF 379 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz
Leadership Development NZ: www.leadershipdevelopment.co.nz

Reference material available:

Video:
Cultural Gains: Managing a Multicultural Workplace.

Unit 11101

Level 4
Credits 4
Version 2

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

Learners credited with this unit standard are able to:

collaborate within a group/team working toward achievement of objective(s),
contribute collaboratively to group/team function.

Learning Assessment Guide (PDF 58 KB)

Training providers:

Lifetime Learning: www.lifetimelearning.co.nz
Macquarie Training: www.mtrain.co.nz
People Power: www.peoplepower.co.nz

Reference material available:

Books:
Hunter, D. The Zen of Groups: A Handbook for People Meeting with a Purpose.
Higgins, J.M. 101 Creative Problem Solving Techniques: The Handbook of New Ideas for Business.
Leigh, J. Organising and Participating in Meetings.
Gaynor, G. What Every New Manager Needs to Know: Making a Successful Transition to Management, Ch 4 & 8.

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

Unit 11281

Level 4
Credits 3
Version 4

Prepare candidates for assessment.

Learners credited with this unit standard are able to:

prepare candidates for the assessment process,
determine candidate's readiness for assessment.

Learning Assessment Guide (PDF 403 KB)

Training providers:

PACT Training Consultants: www.pact.co.nz
Macquarie Training: www.mtrain.co.nz
Framework Solutions: www.framework.co.nz

Unit 11283

Level 4
Credits 6
Version 4

Communicate with clients in a compliance context.

Learners credited with this unit standard are able to:

make first contact with clients in a compliance context,
progress compliance with clients,
close contact with clients.

Learning Assessment Guide (PDF 61 KB)

Unit 11285

Level 7
Credits 5
Version 4

Negotiate on a complex issue with an aggressive client in a compliance context.

Learners credited with this unit standard are able to:

plan to negotiate on a complex issue with an aggressive client in a compliance context,
negotiate to reach agreement on a complex issue with an aggressive client in a compliance context.

Learning Assessment Guide (PDF 101 KB)

Unit 11551

Level 5
Credits 6
Version 3

Moderate assessment.

Learners credited with this unit standard are able to:

moderate assessment materials,
verify assessment decisions,
follow moderation administration practices.

Learning Assessment Guide (PDF 387 KB)

Training providers:

Macquarie Training: www.mtrain.co.nz
Framework Solutions: www.framework.co.nz
EMA Training Centre: www.ema.co.nz

Unit 11552

Level 5
Credits 6
Version 3

Design assessment.

Learners credited with this unit standard are able to:

design assessment,
evaluate assessment materials.

Learning Assessment Guide (PDF 400 KB)

Training providers:

Macquarie Training: www.mtrain.co.nz
Framework Solutions: www.framework.co.nz
EMA Training Centre: www.ema.co.nz

Unit 11609

Level 4
Credits 2
Version 4

Perform the accounting functions for cash transactions.

Learners credited with this unit standard are able to:

analyse, classify, and record cash transactions in an accounting system,
complete a bank reconciliation.

Learning Assessment Guide (PDF 372 KB)

Unit 11610

Level 4
Credits 5
Version 4

Perform the accounting functions for accounts receivable.

Learners credited with this unit standard are able to:

create and record accounts receivable transactions in an accounting system,
reconcile records of accounts receivable transactions,
report accounts receivable transactions,
maintain a debtors' master file.

Learning Assessment Guide (PDF 401 KB)

Reference material available:

Books:
Broderick, T. Accounting Workbook AME NCEA Year 13.
Bourke, D.H. & Smart, M.J. Principles of Accounting.

Unit 11611

Level 4
Credits 5
Version 4

Perform the accounting functions for accounts payable.

Learners credited with this unit standard are able to:

create and record accounts payable transactions in an accounting system,
reconcile records of accounts payable transactions,
report accounts payable transactions,
maintain a creditors' master file.

Learning Assessment Guide (PDF 392 KB)

Reference material available:

Books:
Broderick, T. Accounting Workbook AME NCEA Year 13.
Bourke, D.H. & Smart, M.J. Principles of Accounting.

Unit 11612

Level 5
Credits 4
Version 4

Perform the accounting functions for general ledger transactions.

Learners credited with this unit standard are able to:

maintain a general ledger Chart of Accounts,
create and record general ledger transactions in an accounting system,
reconcile general ledger transactions to other ledgers,
report general ledger transactions.

Learning Assessment Guide (PDF 395 KB)

Unit 11614

Level 4
Credits 4
Version 4

Perform the accounting functions for fixed assets.

Learners credited with this unit standard are able to:

maintain a fixed asset master file,
create and record fixed asset transactions in an accounting system,
reconcile records of fixed asset transactions,
report fixed assets transactions.

Learning Assessment Guide (PDF 402 KB)

Reference material available:

Books:
Broderick, T. Accounting Workbook AME NCEA Year 13.
Bourke, D.H. & Smart, M.J. Principles of Accounting.

Unit 11615

Level 5
Credits 4
Version 3

Perform the accounting processes for GST.

Learners credited with this unit standard are able to:

calculate and record Goods and Services Tax (GST),
complete GST returns,
reconcile records of GST transactions.

Learning Assessment Guide (PDF 376 KB)

Unit 11616

Level 5
Credits 4
Version 4

Perform the accounting processes for payments for ACC, statutory payroll deductions, and FBT.

Learners credited with this unit standard are able to:

calculate and record payments for ACC, statutory payroll deductions, and Fringe Benefit Tax (FBT),
complete returns for ACC, statutory payroll deductions, and FBT,
reconcile records of payments for statutory payroll deductions.

Learning Assessment Guide (PDF 715 KB)

Reference material available:

Books:
Hawes, M. Tax in New Zealand
Broderick, T. Accounting Workbook AME NCEA Year 13.
Bourke, D.H. & Smart, M.J. Principles of Accounting.

Websites:
http://www.ird.govt.nz

Unit 11617

Level 5
Credits 5
Version 4

Perform the accounting functions for routine trust account transactions.

Learners credited with this unit standard are able to:

maintain a trust account client master file,
receive, refund, and bank client funds,
calculate interest and charges for client accounts,
analyse, classify, and record trust account transactions in an accounting system,
reconcile records of trust account transactions,
report trust account transactions.

Learning Assessment Guide (PDF 401 KB)

Reference material available:

Books:
Broderick, T. Accounting Workbook AME NCEA Year 13.
Bourke, D.H. & Smart, M.J. Principles of Accounting.

Unit 11618

Level 4
Credits 3
Version 4

Perform the accounting functions for inventory.

Learners credited with this unit standard are able to:

create and record inventory transactions in an accounting system,
reconcile records of inventory transactions,
report inventory transactions,
maintain an inventory master file.

Learning Assessment Guide (PDF 396 KB)

Reference material available:

Books:
Broderick, T. Accounting Workbook AME NCEA Year 13.
Bourke, D.H. & Smart, M.J. Principles of Accounting.

Unit 11621

Level 4
Credits 2
Version 4

Prepare financial returns required by government and industry bodies.

Learners credited with this unit standard are able to:

gather and validate data for financial returns required by government and industry bodies,
complete financial returns required by government and industry bodies.

Learning Assessment Guide (PDF 373 KB)

Reference material available:

Books:
Broderick, T. Accounting Workbook AME NCEA Year 13.
Bourke, D.H. & Smart, M.J. Principles of Accounting.

Unit 11622

Level 4
Credits 15
Version 5

Explain the nature of accounting systems and prepare financial statements for entities.

Learners credited with this unit standard are able to:

explain the nature of accounting,
explain and classify transactions according to their effect on the accounting equation,
explain accounting concepts and principles, and prepare financial statements for entities,
explain internal control procedures for accounting information systems.

Learning Assessment Guide (PDF 381 KB)

Reference material available:

Books:
Broderick, T. Accounting Workbook AME NCEA Year 13.
Bourke, D.H. & Smart, M.J. Principles of Accounting.

Unit 11624

Level 5
Credits 10
Version 5

Explain the objectives of and apply the processes of financial analysis.

Learners credited with this unit standard are able to:

explain the objectives of analysis of financial statements,
calculate ratios to measure profitability, asset utilisation, and working capital management,
explain the nature of the solvency test and calculate ratios to measure the commercial viability of organisations,
report on the results of financial analysis.

Learning Assessment Guide (PDF 379 KB)

Training providers:

Precision Training Ltd: www.precisiontraining.co.nz

Reference material available:

Books:
Bourke, D.H. & Smart, M.J. Principles of Accounting.
Hansen, S. How to Improve Performance & Profit.

Unit 11626

Level 6
Credits 20
Version 4

Explain and apply concepts of financial management.

Learners credited with this unit standard are able to:

explain the nature of and the need for strategies for financial management,
explain the nature of, and calculate, measures of risk,
explain and apply the principles of project appraisal,
explain the processes of funds management,
explain and evaluate the nature of, and calculate cost of, capital,
explain the processes of managing capital structures and liability portfolios.

Learning Assessment Guide (PDF 392 KB)

Unit 11627

Level 5
Credits 20
Version 4

Explain and apply concepts of management accounting.

Learners credited with this unit standard are able to:

explain the role of management accounting in resource management,
explain the processes for controlling and allocating costs,
apply the processes for controlling and allocating costs,
explain the nature of budgets and prepare a master budget,
calculate variances and prepare a variance report for a standard costing system,
apply short-term decision making techniques in management accounting.

Learning Assessment Guide (PDF 401 KB)

Reference material available:

Book:
Izhar, R. & Hontoir, J. Accounting, Costing & Management.

Unit 11628

Level 5
Credits 20
Version 4

Explain and apply concepts of taxation.

Learners credited with this unit standard are able to:

determine taxation compliance requirements and the taxation implications of a range of activities,
determine taxation liability and prepare taxation returns for a range of activities.

Learning Assessment Guide (PDF 387 KB)

Reference material available:

Books:
Hawes, M. Tax in New Zealand.

Unit 11629

Level 5
Credits 20
Version 4

Explain and apply concepts of external financial reporting.

Learners credited with this unit standard are able to:

explain the nature of external financial reports,
explain the nature of general purpose financial reporting,
prepare the financial statements for a reporting entity,
prepare working papers for the consolidation of a 100% owned holding company-subsidiary company relationship, and prepare consolidated financial statements .

Learning Assessment Guide (PDF 416 KB)

Unit 11630

Level 5
Credits 20
Version 4

Explain the nature and processes of auditing.

Learners credited with this unit standard are able to:

explain the nature of auditing, and professional and regulatory requirements that affect, auditing,
explain the purposes of, and the processes involved in, establishing an audit plan,
explain the mechanics of internal and external audits,
discuss the issues associated with the preparation of audit reports.

Learning Assessment Guide (PDF 375 KB)

Unit 11631

Level 4
Credits 4
Version 2

Demonstrate knowledge of the legal system in New Zealand.

Learners credited with this unit standard are able to:

explain the nature of law,
explain classifications of law,
describe the sources of New Zealand law,
describe the law made by the legislative branch of government, the process by which it is made, and its effect,
describe the law made by the administrative branch of government and the process by which it is made,
describe the law made by the judicial branch of government and the process by which it is made and reported.

Learning Assessment Guide (PDF 379 KB)

Unit 11632

Level 4
Credits 2
Version 2

Demonstrate knowledge of the methods for resolving business disputes.

Learners credited with this unit standard are able to:

describe options for resolving business disputes in New Zealand,
compare dispute resolution options.

Learning Assessment Guide (PDF 362 KB)

Unit 11633

Level 5
Credits 7
Version 2

Apply the law of contract to a given fact situation.

Learners credited with this unit standard are able to:

define a contract,
apply the law relating to the formation of a contract,
apply the law which may invalidate a contract or render it unenforceable,
apply the law of discharge of contract,
apply the law of contractual remedies.

Learning Assessment Guide (PDF 379 KB)

Unit 11635

Level 5
Version 1
Credits 2

Apply the law of agency to a given fact situation.

Learners credited with this unit standard are able to:

define agency,
apply the law relating to creation and termination of agency,
apply the law relating to authority of agents,
apply the law as to the rights of third parties,
apply the law relating to the duties of a principal and an agent to each other, and the remedies for breach of duty.

Learning Assessment Guide (PDF 380 KB)

Unit 11636

Level 5
Credits 1
Version 2

Apply selected torts to a given fact situation.

Learners credited with this unit standard are able to:

explain the nature and principles of torts,
apply the law of negligence.

Learning Assessment Guide (PDF 367 KB)

Unit 11637

Level 4
Credits 1
Version 2

Demonstrate knowledge of the law of business entities.

Learners credited with this unit standard are able to:

describe business entities,
justify the selection of a business entity.

Learning Assessment Guide (PDF 368 KB)

Unit 11638

Level 5
Credits 2
Version 2

Demonstrate knowledge of the law of property in New Zealand.

Learners credited with this unit standard are able to:

define property,
describe the law relating to the ownership and transfer of land,
apply the rules relating to the ownership and transfer of goods.

Learning Assessment Guide (PDF 373 KB)

Unit 11639

Level 5
Credits 3
Version 2

Demonstrate knowledge of consumer legislation.

Learners credited with this unit standard are able to:

explain and apply selected provisions of the Fair Trading Act 1986, and its subsequent amendments, to a given fact situation,
apply the Consumer Guarantees Act 1993, and its subsequent amendments, to a given fact situation,
apply the selected provisions of the Commerce Act 1986, and its subsequent amendments, to a given fact situation.

Learning Assessment Guide (PDF 370 KB)

Unit 11646

Level 5
Credits 5
Version 4

Prepare business information for management.

Learners credited with this unit standard are able to:

establish management information needs,
identify and research information sources,
select, collate, and process information,
produce business information for management.

Learning Assessment Guide (PDF 381 KB)

Training providers:

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

Unit 11647

Level 5
Credits 5
Version 4

Present business information for a business purpose.

Learners credited with this unit standard are able to:

identify, evaluate and select presentation options to meet a business purpose,
prepare and present information to an audience in a manner that meets the business purpose.

Learning Assessment Guide (PDF 417 KB)

Training providers:

PACT Training Consultants: www.pact.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.

Unit 11648

Level 5
Credits 7
Version 4

Plan and organise business meetings, and complete meeting administration.

Learners credited with this unit standard are able to:

identify organisational, cultural, regulatory, and statutory requirements for business meetings,
prepare and produce documentation for two business meetings of different types,
make arrangements for business meetings,
record activities and outcomes of business meetings.

Learning Assessment Guide (PDF 415 KB)

Unit 11649

Level 5
Credits 5
Version 4

Manage and coordinate business meetings to achieve outcomes.

Learners credited with this unit standard are able to:

establish meeting objectives,
identify and inform participants,
conduct meetings to achieve objectives,
record and report meeting outcomes, and determine follow-up actions.

Learning Assessment Guide (PDF 417 KB)

Training providers:

Precision Training: www.precisiontraining.co.nz
Macquarie Training: www.mtrain.co.nz

Reference material available:

Book:
Munter, M. & Netzley, M. Guide to Meetings.

Unit 11650

Level 6
Credits 10
Version 4

Plan, coordinate and evaluate a business conference, event, or function.

Learners credited with this unit standard are able to:

establish the purpose and objectives of the activity in consultation with key stakeholders,
determine service and financial requirements and produce a budget for the activity,
establish planning, organising and evaluation requirements for the activity,
coordinate and monitor development of the activity programme,
evaluate the activity.

Learning Assessment Guide (PDF 415 KB)

Unit 11651

Level 5
Credits 5
Version 4

Manage travel arrangements for international business travel.

Learners credited with this unit standard are able to:

establish international business travel needs,
develop international business travel plans and confirm business itinerary arrangements,
provide for international business travel funding and payment,
provide administrative support before and during international business travel,
document and provide feedback on international business travel outcomes.

Learning Assessment Guide (PDF 446 KB)

Unit 11655

Level 6
Credits 15
Version 4

Manage administration of special interest groups.

Learners credited with this unit standard are able to:

establish administration policies and systems,
plan and manage meetings,
manage incoming and outgoing correspondence,
maintain membership records,
manage organisation finances,
disseminate policy statements and promotional literature,
liaise with government agencies, support services, and other organisations.

Learning Assessment Guide (PDF 403 KB)

Unit 11815

Level 3
Credits 4
Version 2

Answer customer enquiries on the telephone in a wide range of contexts.

Learners credited with this unit standard are able to:

greet customer on the telephone, identify customer needs and expectations, and gain agreement on requirements,
analyse customer needs and expectations, and identify options to meet them,
meet customer needs,
close call and complete documentation and follow-up procedures.

Learning Assessment Guide (PDF 393 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:

Books:
Burley-Allen, M. Listening: The Forgotten Skill.
Finch, L. Telephone Courtesy & Customer Service.
Blanchard & Bowles. Raving Fans: A Revolutionary Approach to Customer Service.

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

DVD:
Hotlines: Controlling Call Times.

Training Manual:
Wowing the Customer.

Website:
Dealing with complaints from customers: www.consumeraffairs.govt.nz/businessinfo/serviceandcomplaints.html

Unit 11816

Level 3
Credits 4
Version 2

Answer customer enquiries by mail, facsimile, and/or e-mail in a wide range of contexts.

Learners credited with this unit standard are able to:

identify customer needs and expectations,
analyse customer needs and expectations, and identify options to meet them,
write reply by mail, facsimile, and e-mail,
complete documentation and follow-up procedures.

Learning Assessment Guide (PDF 404 KB)

Training providers:

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

Reference material available:

Books:
McAlpine, R. Crash Course in Corporate Communications.
Software education unit standard resource book.

Video with Booklet:
Give 'Em the Pickle: a Leader's Guide.
Question for Clarity.
Respect: Relating to your Customer.

Training Manual:
Wowing the Customer.

Booklet:
Work Module Booklet 11816.

Website:
"Appropriate use of Internet and Email in the State Services" SSC April 2005: www.ssc.govt.nz.

Unit 11817

Level 3
Credits 4
Version 4

Serve customers face to face in a wide range of contexts.

Learners credited with this unit standard are able to:

create the customer's first impression of organisation's service,
identify and meet customer's needs and expectations,
close customer encounter.

Learning Assessment Guide (PDF 395 KB)

Reference material available:

Book:
Pease, A. Body Language.

Video:
Excellent Customer Service.

Video with Booklet:
Communicating Without Words.

DVD with Booklet:
Handling Angry Customers over the Phone.

Training Manual:
Wowing the Customer.

Self-Directed Workbook:
Serve customers face to face (under development).

Unit 11818

Level 3
Credits 4
Version 2

Enhance work practices by the application of product and/or service knowledge.

Learners credited with this unit standard are able to:

maintain and enhance knowledge of product and/or service,
apply product and/or service knowledge to enhance work practice.

Learning Assessment Guide (PDF 377 KB)

Training providers:

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

Reference material available:

Training Manual:
Wowing the Customer.

Unit 11826

Level 4
Credits 4
Version 2

Develop and use customer satisfaction measurement tools.

Learners credited with this unit standard are able to:

design customer satisfaction measurement tools,
use measurement tools to evaluate customer satisfaction,
recommend improvements where customer dissatisfaction exists.

Learning Assessment Guide (PDF 389 KB)

Reference material available:

Books:
Gerson, R. Measuring Customer Satisfaction.
Kemp, S.M. & Kemp, S. Business Statistics Demystified.

Unit 11827

Level 3
Credits 2
Version 2

Participate in organisational change.

Learners credited with this unit standard are able to:

describe the impact of organisational change on individuals and/or groups,
prepare to participate in organisational change,
participate in organisational change.

Learning Assessment Guide (PDF 381 KB)

Reference material available:

Book:
Fossum, L. Understanding Organisational Change: Converting Theory to Practice.

DVD with Booklet:
20 Steps to Better Management: Thriving on Change.

Unit 11830

Level 6
Credits 10
Version 2

Evaluate service delivery.

Learners credited with this unit standard are able to:

identify the quantitative and qualitative characteristics of service delivery,
evaluate the quality characteristics of service delivery,
make recommendations for service delivery improvements.

This unit standard is primarily for sales and services managers, but is also relevant to other staff who have, or wish to have, a role in sales and/or service management of an organisation.

Learning Assessment Guide (PDF 397 KB)