Unit Standard |
Details |
Learning Resources |
Unit 16141
Level 4
Credits 10
Version 3 |
Demonstrate knowledge of kawa and tikanga practices in relation to huinga kotahitanga - 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
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Provider(s): Reference Materials available: |
Unit 16142
Level 4
Credits 10
Version 3 |
Demonstrate knowledge of tikanga and kawa whakaeke - 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
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Provider(s): Reference Materials available: |
Unit 16143
Level 4
Credits 3
Version 2 |
Demonstrate knowledge of tikanga and kawa whakatau - Explain tikanga and kawa associated with whaikōrero, paepae or taumata, waiata, koha or takoha, hariru or ruru, hongi and hākari
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Provider(s): Reference Materials available: |
Unit 16144
Level 4
Credits 10
Version 3 |
Demonstrate knowledge of tikanga and kawa whakapiri - Explain tikanga and kawa associated with mihimihi, whakawhanaunga, and poroporoaki in a local context
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Provider(s): Reference Materials available: |
Unit 16164
Level 4
Credits 4
Version 1 |
Describe key concepts associated with hui Māori - 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.
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Provider(s): Reference Materials available: |
Unit 16168
Level 4
Credits 4
Version 2 |
Describe colonisation and its effects on Māori values, beliefs and practices - 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
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Provider(s): Reference Materials available: |
Unit 16210
Level 5
Credits 6
Version 2 |
Develop Māori consultation processes for the development of public policy advice - 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
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Provider(s): Reference Materials available: |
Unit 16211
Level 5
Credits 6
Version 2 |
Analyse different processes and structures that ensure Māori input to the public policy process - 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
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Provider(s): Reference Materials available: |
Unit 16212
Level 5
Credits 4
Version 2 |
Review a public policy development process or framework to determine Māori input - 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
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Provider(s): Reference Materials available: |
Unit 16213
Level 5
Credits 6
Version 2 |
Explain different approaches to public policy analysis which address the needs of Māori - Explain the specific needs and differences associated with Māori for a policy issue
- Compare policy approaches and how they target the needs of Māori
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Provider(s): Reference Materials available: |
Unit 16214
Level 6
Credits 6
Version 4 |
Explain the implications of Te Tiriti o Waitangi/Treaty of Waitangi for public policy development - 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
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Provider(s): Reference Materials available: |
Unit 16215
Level 7
Credits 6
Version 2 |
Explain issues associated with research and data supporting public policy development for Māori - 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
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Provider(s): Reference Materials available: |
Unit 16216
Level 6
Credits 8
Version 2 |
Develop a public policy advice proposal focussed on Māori - 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
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Provider(s): Reference Materials available: |
Unit 16217
Level 6
Credit 6
Version 2 |
Analyse a public policy advice proposal in the interest of Māori - Develop a process to review policy advice proposals in the interest of Māori
- Review policy advice proposals as meeting the needs of Māori
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Provider(s): Reference Materials available: |
Unit 16218
Level 5
Credits 6
Version 2 |
Demonstrate knowledge of kaupapa and tikanga Māori relevant to Māori clients in the public sector - 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
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Provider(s): Reference Materials available: |
Unit 16219
Level 6
Credits 8
Version 3 |
Evaluate Māori consultation and networking processes to assist public sector service delivery - 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
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Provider(s): Reference Materials available: |
Unit 16220
Level 6
Credits 6
Version 2 |
Develop service strategies in a public sector organisation to meet the needs of Māori - Identify the service needs of Māori
- Develop service strategy options to meet the needs of Māori
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Provider(s): Reference Materials available: |
Unit 16221
Level 7
Credits 6
Version 2 |
Evaluate the effectiveness of public sector service delivery in meeting the needs of Māori - 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
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Provider(s): Reference Materials available: |
Unit 16222
Level 7
Credits 6
Version 2 |
Analyse public sector systems and structures which incorporate specific provision for Māori - 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
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Provider(s): Reference Materials available: |
Unit 16223
Level 7
Credits 8
Version 2 |
Develop a plan for the development of Māori staff in a public sector organisation - 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
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Provider(s): Reference Materials available: |
Unit 16224
level 5
Credits 8
Version 2 |
Explain the operations of organisations representing Māori with which the government may interact - 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
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Provider(s): Reference Materials available: |
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 - 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
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Provider(s): Reference Materials available: |
Unit 16342
Level 4
Credits 4
Version 2
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Identify key workplace organisational principles - 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
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Provider(s): Reference Materials available: |
Unit 16612
Level 4
Credits 4
Version 2 |
Use effective business writing skills in a business organisation - 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
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Provider(s): Reference Materials available: Book: - Cleland, J.K. Business Writing For Results.
- McAlpine, R. Crash Course in Corporate Communications
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Unit 16614
Level 4
Credits 3
Version 2 |
Apply time management concepts and methods in business situations - Evaluate current use of time and plan for improvements
- Apply techniques and measures to improve use of time in business situations
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Provider(s): Reference Materials available: Book: - 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
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Unit 16615
Level 5
Credits 4
Version 2 |
Explain and apply negotiation skills and techniques in a commercial situation - 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
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Provider(s): Reference Materials available: |
Unit 16677
Level 1
Credits 1
Version 2 |
Key in text at 15 words per minute (wpm). |
Provider(s): Reference Materials available: |
Unit 16678
Level 2
Credits 1
Version 2 |
key in text at 25 words per minute (wpm) |
Provider(s): Reference Materials available: |
Unit 16680
Level 4
Credits 1
Version 2 |
Key in text at 50 words per minute (wpm) |
Provider(s): Reference Materials available: |
Unit 16759
Level 3
Credits 5
Version 3 |
Demonstrate telephone techniques for debt collection - Pre-plan debt collection telephone calls
- Demonstrate debt collection telephone skills
- Follow up on debt collection telephone calls
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Provider(s): Reference Materials available: |
Unit 16774
Level 3
Credits 3
Version 4
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Follow occupational safety and health principles in a contact centre - 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
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Provider(s): Reference Materials 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
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Unit 16775
Level 3
Credits 3
Version 4
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Use and explain contact centre equipment and systems - 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
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Provider(s): Reference Materials available: Booklet: - Use & Explain Contact Centre Equipment & Systems - 16775
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Unit 16776
Level 3
Credits 3
Version 4
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Communicate with customers from a contact centre - 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
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Provider(s): Reference Materials available: Booklet: - Communicate with Customers from a Contact Centre - 16776
Video with Booklet: - Respect: Relating to your Customer
DVD with Booklet: - Just a Call Away: Understanding Customer Diversity
- Hotlines: Communicating Clearly
- Hotlines: Building Relationships
Big File: - Call Centre: Maximising Performance
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Unit 16777
Level 3
Credits 8
Version 4 |
Seek, evaluate, and organise information for action in a contact centre - Seek and evaluate information for action
- Organise information for
- Action in a contact centre
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Provider(s): Reference Materials available: Booklet: - Seek, Evaluate & Organise Information for Action in a Contact Centre - 16777
Video with Booklet: - Questioning for Clarity
- Hotlines: Focusing on Results
Big File: - Call Centre: Maximising Performance
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Unit 16778
Level 3
Credits 4
Version 4 |
Establish and maintain effective working relationships in a contact centre - 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
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Provider(s): Reference Materials 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
DVD with Booklet: - Meet the Dial Tones
- Hotlines: Staying Positive
- Hotlines: Focusing on Results
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Unit 16779
Level 3
Credits 4
Version 4 |
Assist customers with account inquiries in a contact centre - Identify, clarify, and satisfy customer accounts inquiries in a contact centre
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Provider(s): Reference Materials available: Video with Booklet: - Respect: Relating to your Customer.
- Questioning for Clarity.
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Unit 16780
Level 3
Credits 4
Version 4 |
Respond to in-bound calls relating to marketing campaigns in a contact centre - Prepare to respond to in-bound calls
- Process in-bound calls
- Record results of in-bound calls relating to a marketing campaign
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Provider(s): Reference Materials available: |
Unit 16781
Level 3
Credits 5
Version 4 |
Conduct out-bound telemarketing campaigns from a contact centre - Prepare to conduct out-bound telemarketing campaigns
- Conduct out-bound telemarketing campaigns
- Record results of out-bound telemarketing campaigns
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Provider(s): Reference Materials available: |
Unit 16782
Level 3
Credits 4
Version 4 |
Conduct telephone surveys from a contact centre - Prepare to conduct telephone surveys
- Conduct telephone surveys
- Record data resulting from telephone surveys from a contact centre
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Provider(s): Reference Materials available: |
Unit 16783
Level 3
Credits 4
Version 4 |
Receive and action reports of faulty products or services in a contact centre - Receive, action, and complete recording of fault reports in a contact centre
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Provider(s): Reference Materials available: |
Unit 16784
Level 3
Credits 5
Version 4 |
Receive and resolve customer complaints about products or services, in a contact centre - Receive and analyse customer complaints in a contact centre
- Resolve customer complaints in a contact centre
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Provider(s): Reference Materials available: Video with Booklet: - Respect: Relating to your Customer.
DVD with Booklet: - Just a Call Away: The Real Angry Customer
- Hotlines: Staying Positive.
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Unit 16785
Level 4
Credits 6
Version 4 |
Plan and allocate work to individuals in a contact centre - Plan work and work methods for individuals in a contact centre
- Allocate work and evaluate individuals against objectives in a contact centre
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Provider(s): Reference Materials available: |
Unit 17213
Level 3
Credits 5
Version 3
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Demonstrate knowledge of the New Zealand State Services Code of Conduct - 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
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Provider(s): Reference Materials available: Booklet from Learning State (Sector Induction Programme): - In the Spotlight: Integrity & Conduct
Website: - The New Zealand Public Service Code of Conduct
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Unit 17214
Level 3
Credits 3
Version 2 |
Operate a records management system in a public sector organisation - 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
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Provider(s): Reference Materials available: |
Unit 17371
Level 4
Credits 5
Version 2 |
Write formal letters, using ESOL - Write formal letters, using ESOL
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Provider(s): Reference Materials available: |
Unit 17372
Level 3
Credits
Version |
Write recounts, using ESOL - Write a historical recount and a personal recount using ESOL
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Provider(s): Reference Materials available: |
Unit 17382
Level 4
Credits 5
Version 3 |
Demonstrate knowledge of the use of contact centre technology in the management of a team - 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
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Provider(s): Reference Materials available: |
Unit 17554
Level 6
Credits 7
Version 2 |
Produce written information for Cabinet Ministers - Confirm expectations and standards for the production of ministerials
- Develop and produce ministerials
- Prepare ministerial replies to parliamentary questions
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Provider(s): Reference Materials available: |
Unit 17555
Level 7
Credits 10
Version 2 |
Produce and communicate briefing information to the Cabinet Minister - Identify the participants and their interests in a situation
- Produce a summary of the situation
- Brief the Minister on the situation
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Provider(s): Reference Materials available: |
Unit 17556
Level 5
Credits 6
Version 2 |
Formulate and provide responses to Official Information requests - 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
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Provider(s): Reference Materials available: |
Unit 17558
Level 6
Credits 10
Version 3 |
Formally represent a public sector organisation - 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
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Provider(s): Reference Materials available: |
Unit 17591
Level 3
Credits 4
Version 3 |
Demonstrate knowledge of the prevention and management of OOS in the workplace - 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.
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Provider(s): Reference Materials available: |
Unit 17592
Level 3
Credits 4
Version 3 |
Identify the causes of back injury and methods to prevent back injuries in the workplace - 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.
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Provider(s): Reference Materials available: |
Unit 17593
Level 2
Credits 4
Version 3 |
Apply safe work practices in the workplace - Identify the principles of workplace safety in a given workplace
- Demonstrate safe work practices in a specific workplace
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Provider(s): Reference Materials available: |
Unit 17601
Level 4
Credits 6
Version 3 |
Produce an occupational health and safety incident investigation - 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
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Provider(s): Reference Materials available: |
Unit 17602
Level 3
Credits 4
Version 3 |
Apply hazard identification and risk assessment procedures in the workplace - 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.
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Provider(s): Reference Materials available: |
