Unit Standard

Learning Resources

Unit 16141

Level 4
Credits 10
Version 3

Demonstrate knowledge of kawa and tikanga practices in relation to huinga kotahitanga.

Learners credited with this unit standard are able to:

• explain kawa and tikanga practices associated with huinga in relation to one kotahitanga movement,
• explain the development of kawa and tikanga practices associated with huinga kotahitanga.

Learning Assessment Guide (PDF 384 KB)

Unit 16142

Level 4
Credits 10
Version 3

Demonstrate knowledge of tikanga and kawa whakaeke.

Learners credited with this unit standard are able to:

• explain tikanga and kawa associated with the wero or taki,
• explain tikanga or kawa associated with karanga,
• explain tikanga and kawa associated with the waerea,
• explain tikanga and kawa associated with haka pōwhiri.

Learning Assessment Guide (PDF 420 KB)

Unit 16143

Level 4
Credits 10
Version 3

Demonstrate knowledge of tikanga and kawa whakatau.

Learners credited with this unit standard are able to:

• explain tikanga and kawa associated with whaikōrero, paepae or taumata, waiata, koha or takoha, hariru or ruru, hongi and hākari.

Learning Assessment Guide (PDF 382 KB)

Unit 16144

Level 4
Credits 10
Version 3

Demonstrate knowledge of tikanga and kawa whakapiri.

Learners credited with this unit standard are able to:

• explain tikanga and kawa associated with mihimihi, whakawhanaunga, and poroporoaki in a local context.

Learning Assessment Guide (PDF 408 KB)

Unit 16164

Level 4
Credits 4
Version 3

Describe key concepts associated with hui Māori.

Learners credited with this unit standard are able to:

• describe the purpose of different types of hui Māori,
• describe the concepts which underpin different types of hui Māori,
• describe situations which exhibit the concept or aspects of the concept of different types of hui Māori.

Learning Assessment Guide (PDF 388 KB)

Unit 16165

Level 2
Credits 2
Version 3

Demonstrate knowledge of types of hui.

Learners credited with this unit standard are able to:

• describe types of hui,
• describe the beliefs, values and practices associated with one type of hui.

Learning Assessment Guide (PDF 394 KB)

Unit 16168

Level 4
Credits 4
Version 3

Describe colonisation and its effects on Māori values, beliefs and practices.

Learners credited with this unit standard are able to:

• describe aspects of the colonisation of Māori which impacted on Māori values, beliefs, and practices,
• examine the effects of colonisation on Māori values, beliefs, and practices.

Learning Assessment Guide (PDF 392KB)

Unit 16210

Level 5
Credits 6
Version 2

Develop Māori consultation processes for the development of public policy advice.

Learners credited with this unit standard are able to:

• explain how consultation with Māori has been used to support the development of policy advice,
• evaluate the need for consultation with Māori to support the development of a policy issue,
• develop a consultation process with Māori for a policy advice issue.

Learning Assessment Guide (PDF 380 KB)

Unit 16211

Level 5
Credits 6
Version 2

Analyse different processes and structures that ensure Māori input to the public policy process.

Learners credited with this unit standard are able to:

• identify different approaches providing for Māori input to the policy process,
• analyse issues related to Māori input to the policy process,
• analyse the effectiveness of structures, processes, and frameworks.

Learning Assessment Guide (PDF 379 KB)

Unit 16212

Level 5
Credits 4
Version 2

Review a public policy development process or framework to determine Māori input.

Learners credited with this unit standard are able to:

• review the level of Māori input into a policy development process and review possible alternative processes, frameworks and structures for the development of policy advice.

Learning Assessment Guide (PDF 376 KB)

Unit 16213

Level 5
Credits 6
Version 2

Explain different approaches to public policy analysis which address the needs of Māori.

Learners credited with this unit standard are able to:

• explain the specific needs and differences associated with Māori for a policy issue,
• compare policy approaches and how they target the needs of Māori.

Learning Assessment Guide (PDF 378 KB)

Unit 16214

Level 6
Credits 6
Version 4

Explain the implications of Te Tiriti o Waitangi/Treaty of Waitangi for public policy development.

Learners credited with this unit standard are able to:

• explain the implications of Te Tiriti o Waitangi/Treaty of Waitangi for contemporary policy development,
• explain how the principles of the Treaty are recognised in legislation and their influence on State sector organisations.

Learning Assessment Guide (PDF 421 KB)

Unit 16215

Level 7
Credits 6
Version 2

Explain issues associated with research and data supporting public policy development for Māori.

Learners credited with this unit standard are able to:

• explain issues associated with the use of existing research and data to support public policy development for Māori,
• explain issues associated with developing research and data collection strategies supporting public policy development for Māori,
• explain approaches to comparative analysis that support public policy development for Māori.

Learning Assessment Guide (PDF 380 KB)

Unit 16216

Level 6
Credits 8
Version 2

Develop a public policy advice proposal focussed on Māori.

Learners credited with this unit standard are able to:

• identify the specific needs and differences associated with Māori in relation to a policy area,
• analyse specific needs and differences of Māori in relation to a policy area,
• develop a policy advice proposal focused on Māori.

Learning Assessment Guide (PDF 378 KB)

Unit 16217

Level 6
Credit 6
Version 2

Analyse a public policy advice proposal in the interest of Māori.

Learners credited with this unit standard are able to:

• develop a process to review policy advice proposals in the interest of Māori,
• review policy advice proposals as meeting the needs of Māori.

Learning Assessment Guide (PDF 380 KB)

Unit 16218

Level 5
Credits 6
Version 3

Demonstrate knowledge of kaupapa and tikanga Māori relevant to Māori clients in the public sector.

Learners credited with this unit standard are able to:

• explain kaupapa and tikanga Māori in relation to service delivery in public sector organisations or agencies,
• review a service delivery situation in a public sector organisation or agency for application of kaupapa and tikanga Māori.

Learning Assessment Guide (PDF 379 KB)

Unit 16219

Level 6
Credits 8
Version 3

Evaluate Māori consultation and networking processes to assist public sector service delivery.

Learners credited with this unit standard are able to:

• explain the parameters of consultation and networking with Māori,
• evaluate the effectiveness of a consultation process with Māori,
• evaluate the effectiveness of networking with Māori.

Learning Assessment Guide (PDF 426 KB)

Unit 16220

Level 6
Credits 6
Version 2

Develop service strategies in a public sector organisation to meet the needs of Māori.

Learners credited with this unit standard are able to:

• identify the service needs of Māori,
• develop service strategy options to meet the needs of Māori.

Learning Assessment Guide (PDF 378 KB)

Unit 16221

Level 7
Credits 6
Version 2

Evaluate the effectiveness of public sector service delivery in meeting the needs of Māori.

Learners credited with this unit standard are able to:

• evaluate service delivery models which do not make provision for the differing needs of Māori,
• evaluate service delivery models which make provision for the differing needs of Māori,
• analyse international models for effective service delivery to indigenous and other minorities.

Learning Assessment Guide (PDF 380 KB)

Unit 16222

Level 7
Credits 6
Version 2

Analyse public sector systems and structures which incorporate specific provision for Māori.

Learners credited with this unit standard are able to:

• analyse legislative and other organisational requirements in relation to provisions that address the needs of Māori,
• analyse public sector organisational structures in relation to provisions that address the needs of Māori,
• analyse systems and policies which govern organisational processes in relation to provisions that address the needs of Māori.

Learning Assessment Guide (PDF 380 KB)

Unit 16223

Level 7
Credits 8
Version 2

Develop a plan for the development of Māori staff in a public sector organisation.

Learners credited with this unit standard are able to:

• explain issues relevant to Māori representation, participation and retention in the public sector,
• explain strategies employed to improve levels of Māori staff in the public sector,
• identify the needs and requirements of Māori staff in a public sector organisation or agency,
• develop a plan for the retention and development of Māori staff in a public sector organisation or agency.

Learning Assessment Guide (PDF 381 KB)

Unit 16224

level 5
Credits 8
Version 3

Explain the operations of organisations representing Māori with which the government may interact.

Learners credited with this unit standard are able to:

• explain the structure and operation of iwi and hapu based organisations,
• explain the structure and operation of national Māori organisations,
• explain the structure and operation of an urban Māori organisation.

Learning Assessment Guide (PDF 393 KB)

Unit 16225

Level 5
Credits 8
Version 4

Explain the history of Te Tiriti o Waitangi/Treaty of Waitangi and its principles in relation to Māori and the Crown.

Learners credited with this unit standard are able to:

• explain the development of Te Tiriti o Waitangi/Treaty of Waitangi in relation to Maori and the Crown around the time of signing in 1840,
• explain the history of the Treaty up until the 1970s in relation to Maori and the Crown,
• explain the contemporary history of the Treaty in relation to the State sector.

Learning Assessment Guide (PDF 402 KB)

Unit 16342

Level 4
Credits 4
Version 2

Identify key workplace organisational principles.

Learners credited with this unit standard are able to:

• explain the relationship between organisational design and achievement of organisational goals,
• describe alternative organisational structures,
• describe management levels within organisations,
• explain the impact of environmental factors on the management of organisations.

Learning Assessment Guide (PDF 403 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

Unit 16612

Level 4
Credits 4
Version 2

Use effective business writing skills in a business organisation.

Learners credited with this unit standard are able to:

• apply rules of contemporary punctuation, grammar, syntax, and style to achieve effective business writing,
• apply writing style and methods to achieve effective communication for a business purpose,
• monitor the effectiveness of business writing.

Learning Assessment Guide (PDF 403 KB)

Training providers:

Precision Training: www.precisiontraining.co.nz
People Power: www.peoplepower.co.nz

Reference material available:

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

Unit 16614

Level 4
Credits 3
Version 2

Apply time management concepts and methods in business situations.

Learners credited with this unit standard are able to:

• evaluate current use of time and plan for improvements,
• apply techniques and measures to improve use of time in business situations.

Learning Assessment Guide (PDF 384 KB)

Training providers:

Precision Training: www.precisiontraining.co.nz
People Power: www.peoplepower.co.nz

Reference material available:

Books:
Pearce, R. Getting a Grip On Time.
Gaynor, G. What Every New Manager Needs to Know: Making a Successful Transition to Management, Ch 6.

Booklet:
William Teao's resource for First Line Management - 16614.

Unit 16615

Level 5
Credits 4
Version 2

Explain and apply negotiation skills and techniques in a commercial situation.

Learners credited with this unit standard are able to:

• demonstrate knowledge of negotiation processes and characteristics,
• plan a process to achieve a commercial outcome through negotiation,
• apply negotiation skills and close a commercial negotiation,
• evaluate personal performance in the negotiation.

Learning Assessment Guide (PDF 386 KB)

Unit 16677

Level 1
Credits 1
Version 2

Key in text at 15 words per minute (wpm).

Learners credited with this unit standard are able to:

• key in text at 15 wpm.

Learning Assessment Guide (PDF 40 KB)

Unit 16678

Level 2
Credits 1
Version 2

key in text at 25 words per minute (wpm).

Learners credited with this unit standard are able to:

• key in text at 25 wpm.

Learning Assessment Guide (PDF 361 KB)

Unit 16680

Level 4
Credits 1
Version 2

Key in text at 50 words per minute (wpm).

Learners credited with this unit standard are able to:

• key in text at 50 wpm.

Learning Assessment Guide (PDF 361 KB)

Unit 16759

Level 3
Credits 5
Version 3

Demonstrate telephone techniques for debt collection.

Learners credited with this unit standard are able to:

• pre-plan debt collection telephone calls,
• demonstrate debt collection telephone skills,
• follow up on debt collection telephone calls.

Learning Assessment Guide (PDF 64 KB)

Training providers:

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

Unit 16774

Level 3
Credits 3
Version 4

Follow occupational safety and health principles in a contact centre.

Learners credited with this unit standard are able to:

• adjust and maintain own workstation,
• use and explain Occupational Overuse Syndrome (OOS) management techniques,
• locate and explain the Hazard Register,
• locate and explain the Emergency Procedure Instructions,
• explain the accident reporting procedures.

Learning Assessment Guide (PDF 382 KB)

Training providers:

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

Reference material available:

Booklet:
Follow Occupational Safety & Health Principles in a Contact Centre - 16774.

Website:
Answers to your questions of workplace health & safety: search by keyword: www.osh.govt.nz.

Unit 16775

Level 3
Credits 3
Version 5

Use and explain contact centre equipment and systems.

Learners credited with this unit standard are able to:

• explain the use of contact centre technology,
• operate communication technology in a contact centre,
• describe the functions that enable the receipt and distribution of calls in a contact centre,
• explain contact centre statistics available to CSRs.

Learning Assessment Guide (PDF 382 KB)

Training providers:

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

Reference material available:

Booklet:
Use & Explain Contact Centre Equipment & Systems - 16775.

Unit 16776

Level 3
Credits 3
Version 4

Communicate with customers from a contact centre.

Learners credited with this unit standard are able to:

• greet customers on the telephone, and identify their needs and expectations,
• meet customer needs,
• close call and complete documentation and follow-up procedures,
• communicate with challenging customers,
• compose written communications.

Learning Assessment Guide (PDF 376 KB)

Training providers:

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

Reference material available:

Booklet:
Communicate with Customers from a Contact Centre - 16776.

Video with Booklet:
Respect: Relating to your Customer.

DVDs with Booklet:
Just a Call Away: Understanding Customer Diversity.
Hotlines: Communicating Clearly.
Hotlines: Building Relationships.

Training Manual:
Call Centre: Maximising Performance.

Unit 16777

Level 3
Credits 8
Version 4

Seek, evaluate, and organise information for action in a contact centre.

Learners credited with this unit standard are able to:

• seek and evaluate information for action,
• organise information for,
• action in a contact centre.

Learning Assessment Guide (PDF 382 KB)

Training providers:

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

Reference material available:

Booklet:
Seek, Evaluate & Organise Information for Action in a Contact Centre - 16777.

Videos with Booklet:
Questioning for Clarity
Hotlines: Focusing on Results.

Training Manual:
Call Centre: Maximising Performance.

Unit 16778

Level 3
Credits 4
Version 4

Establish and maintain effective working relationships in a contact centre.

Learners credited with this unit standard are able to:

• establish and maintain effective working relationships with colleagues in a contact centre,
• establish and maintain the trust and support of the management in a contact centre.

Learning Assessment Guide (PDF 387 KB)

Training providers:

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

Reference material available:

Booklet:
Establish & Maintain Effective Working Relationships in a Contact Centre - 16778.

Video with Booklet:
Respect: Valuing Diversity in Teams.
Respect: Developing Leadership Skills.
Hotlines: Focusing on Results.
Questioning for Clarity.

DVDs with Booklet:
Meet the Dial Tones.
Hotlines: Staying Positive.
Hotlines: Focusing on Results.

Unit 16779

Level 3
Credits 4
Version 4

Assist customers with account inquiries in a contact centre.

Learners credited with this unit standard are able to:

• identify, clarify, and satisfy customer accounts inquiries in a contact centre.

Learning Assessment Guide (PDF 380 KB)

Training providers:

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

Reference material available:

Video with Booklet:
Respect: Relating to your Customer.
Questioning for Clarity.

Unit 16780

Level 3
Credits 4
Version 4

Respond to in-bound calls relating to marketing campaigns in a contact centre.

Learners credited with this unit standard are able to:

• prepare to respond to in-bound calls,
• process in-bound calls,
• record results of in-bound calls relating to a marketing campaign.

Learning Assessment Guide (PDF 66 KB)

Training providers:

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

Unit 16781

Level 3
Credits 5
Version 4

Conduct out-bound telemarketing campaigns from a contact centre.

Learners credited with this unit standard are able to:

• prepare to conduct out-bound telemarketing campaigns,
• conduct out-bound telemarketing campaigns,
• record results of out-bound telemarketing campaigns.

Learning Assessment Guide (PDF 389 KB)

Training providers:

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

Unit 16782

Level 3
Credits 4
Version 4

Conduct telephone surveys from a contact centre.

Learners credited with this unit standard are able to:

• prepare to conduct telephone surveys,
• conduct telephone surveys,
• record data resulting from telephone surveys from a contact centre.

Learning Assessment Guide (PDF 389 KB)

Training providers:

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

Unit 16783

Level 3
Credits 4
Version 4

Receive and action reports of faulty products or services in a contact centre.

Learners credited with this unit standard are able to:

• receive, action, and complete recording of fault reports in a contact centre.

Learning Assessment Guide (PDF 424 KB)

Training providers:

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

Unit 16784

Level 3
Credits 5
Version 4

Receive and resolve customer complaints about products or services, in a contact centre.

Learners credited with this unit standard are able to:

• receive and analyse customer complaints in a contact centre,
• resolve customer complaints in a contact centre.

Learning Assessment Guide (PDF 410 KB)

Training providers:

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

Reference material available:

Video with Booklet:
Respect: Relating to your Customer.

DVDs with Booklet:
Just a Call Away: The Real Angry Customer.
Hotlines: Staying Positive.

Unit 16785

Level 4
Credits 6
Version 4

Plan and allocate work to individuals in a contact centre.

Learners credited with this unit standard are able to:

• plan work and work methods for individuals in a contact centre,
• allocate work and evaluate individuals against objectives in a contact centre.

Learning Assessment Guide (PDF 415 KB)

Training providers:

Rapid Results: www.icontact.co.nz

People Power: www.peoplepower.co.nz

Unit 17213

Level 3
Credits 5
Version 3

Demonstrate knowledge of the New Zealand State Services Code of Conduct.

Learners credited with this unit standard are able to:

• describe the New Zealand State Services Code of Conduct,
• discuss the role of the State Services Code of Conduct within a State Services organisation and its impact on an individual State Services employee,
• describe the Protected Disclosures Act 2000 and its relevance to the State Services Code of Conduct.

Learning Assessment Guide (PDF 375 KB)

Training providers:

Global Education Specialists LTD: http://globaleducationnz.web.com
Strive LTD: www.strive.co.nz
Red2Green www.red2green.co.nz
Horst Maczuga Seminars Ltd maczuga@xtra.co.nz
Learning State registered facilitator /assessor www.learningstate.govt.nz

Reference material available:

Booklet from Learning State (Sector Induction Programme):
In the Spotlight: Integrity & Conduct.

Website:
The New Zealand Public Service Code of Conduct: http://www.ssc.govt.nz/display/document.asp?DocID=7049.

Unit 17214

Level 3
Credits 3
Version 2

Operate a records management system in a public sector organisation.

Learners credited with this unit standard are able to:

• explain the purpose of a records management system in the context of a public sector organisation,
• operate a records storage and retrieval system in a public sector organisation.

Learning Assessment Guide (PDF 371 KB)

Unit 17371

Level 4
Credits 5
Version 2

Write formal letters, using ESOL.

Learners credited with this unit standard are able to:

• Write formal letters, using ESOL.

Learning Assessment Guide (PDF 366 KB)

Unit 17372

Level 3
Credits
Version

Write recounts, using ESOL.

Learners credited with this unit standard are able to:

• write a historical recount and a personal recount using ESOL.

Learning Assessment Guide (PDF 372 KB)

Unit 17382

Level 4
Credits 5
Version 3

Demonstrate knowledge of the use of contact centre technology in the management of a team.

Learners credited with this unit standard are able to:

• extract and interpret statistics from contact centre technology systems,
• describe the relationships between CSR availability and contact centre statistics,
• describe the performance management of individual CSRs to achieve contact centre objectives,
• demonstrate knowledge of technology problems within a typical contact centre environment, and how to deal with them.

Learning Assessment Guide (PDF 416 KB)

Training providers:

Rapid Results: www.icontact.co.nz
People Power: www.peoplepower.co.nz

Unit 17554

Level 6
Credits 7
Version 2

Produce written information for Cabinet Ministers.

Learners credited with this unit standard are able to:

• confirm expectations and standards for the production of ministerials,
• develop and produce ministerials,
• prepare ministerial replies to parliamentary questions.

Learning Assessment Guide (PDF 415 KB)

Unit 17555

Level 7
Credits 10
Version 2

Produce and communicate briefing information to the Cabinet Minister.

Learners credited with this unit standard are able to:

• identify the participants and their interests in a situation,
• produce a summary of the situation,
• brief the Minister on the situation.

Learning Assessment Guide (PDF 372 KB)

Unit 17556

Level 5
Credits 6
Version 2

Formulate and provide responses to Official Information requests.

Learners credited with this unit standard are able to:

• confirm principles and procedures for responding to requests for official information,
• assess the nature of the request and determine responsibility for responding to it,
• access, compile, and produce information for release.

Learning Assessment Guide (PDF 407 KB)

Unit 17558

Level 6
Credits 10
Version 3

Formally represent a public sector organisation.

Learners credited with this unit standard are able to:

• establish the purpose of a forum and the nature of the representation expected from the public sector organisation,
• plan and present the position of the public sector organisation,
• liaise and negotiate to achieve outcomes,
• build and maintain relevant networks and relationships.

Learning Assessment Guide (PDF 409 KB)

Unit 17591

Level 3
Credits 4
Version 3

Demonstrate knowledge of the prevention and management of OOS in the workplace.

Learners credited with this unit standard are able to:

• define the term OOS, and describe its causes and symptoms,
• describe methods to prevent the development of OOS,
• describe methods to manage the risks to staff experiencing symptoms of OOS.

Learning Assessment Guide (PDF 389 KB)

Unit 17592

Level 3
Credits 4
Version 3

Identify the causes of back injury and methods to prevent back injuries in the workplace.

Learners credited with this unit standard are able to:

• describe the structure and function of the spine,
• identify the risk factors for occupational back injury,
• identify back care techniques,
• identify work place control measures to reduce the risk of back injury.

Learning Assessment Guide (PDF 370 KB)

Unit 17593

Level 2
Credits 4
Version 3

Apply safe work practices in the workplace.

Learners credited with this unit standard are able to:

• identify the principles of workplace safety in a given workplace,
• demonstrate safe work practices in a specific workplace.

Learning Assessment Guide (PDF 380 KB)

Unit 17601

Level 4
Credits 6
Version 3

Produce an occupational health and safety incident investigation.

Learners credited with this unit standard are able to:

• explain why workplace accidents need to be reported and investigated,
• explain the concepts of multiple causation and root-cause analysis,
• detail an incident investigation process using a hypothetical incident,
• produce an incident investigation report based on a documented incident.

Learning Assessment Guide (PDF 383 KB)

Unit 17602

Level 3
Credits 4
Version 3

Apply hazard identification and risk assessment procedures in the workplace.

Learners credited with this unit standard are able to:

• describe hazards that may harm workers, the work environment, and organisations,
• explain health and safety requirements for hazard control,
• describe hazard control methods,
• identify hazards and apply risk assessment procedures.

Learning Assessment Guide (PDF 389 KB)