Learning and Assessment Kit-BSBSS00127 Contact Centre Team Manager Skill Set SIS aggressive or abusive customers SIRXCEG009

aggressive or abusive customers SIRXCEG009 Manage workplace responses to disrespectful aggressive or abusive customer behaviour SIRCCPM002 Coordinate a pharmacy quality system SIRCCPM003 Lead and develop pharmacy teams SIRCCPM004 Manage pharmacy sales and service delivery SIRCCPM005 Manage pharmacy premises

Units of competency AURTTL105 Diagnose and repair LNG fuel systems AURTTL104 Inspect and service LNG fuel systems * We can develop additional elective units that are not listed on request (Please contact us for further information)

Core units CHCCOM005 Communicate and work in health or community services CHCDIV001 Work with diverse people HLTAID011 Provide first aid HLTDET001 Construct models HLTDET002 Construct custom impression trays HLTDET003 Construct registration rims HLTDET004 Articulate models and transfer records HLTDET005 Construct thermoformed bases and appliances HLTDET006 Construct immediate dentures HLTDET007 Construct removable acrylic partial dentures HLTDET008 Construct cast removable alloy partial denture framework HLTDET009 Construct crown and bridge structures HLTDET010 Join alloy structures HLTDET011 Construct ceramic and fixed restorations HLTDET012 Construct orthodontic appliances HLTDET013 Construct oral splints HLTDET014 Repair and modify dentures and appliances HLTDET015 Construct complete removable acrylic dentures and appliances HLTDET016 Design digital dental restorations and appliances using computer-aided design (CAD) HLTINF001 Comply with infection prevention and control policies and procedures HLTWHS003 Maintain work health and safety Elective units BSBLDR403 Lead team effectiveness BSBPMG522 Undertake project work BSBFIA402 Report on financial activity CHCDIV003 Manage and promote diversity * We can develop additional elective units that are not listed on request (Please contact us for further information)

Core units TAEASS311 Contribute to assessment TAEDEL311 Provide work skill instruction TLIF0025 Follow work health and safety procedures TLIG2007 Work in a socially diverse environment TLII0005 Apply customer service skills Elective Units TLIC0035 Apply low risk motorcycle riding behaviours TLIM0013 Conduct motorcycle rider training TLIM0020 Develop low risk motorcycle riding behaviours in others BSBINS309 Maintain business records * We can develop additional elective units that are not listed on request (Please contact us for further information)

Learning and Assessment Kit-BSBSS00127 Contact Centre Team Manager Skill Set SIS aggressive or abusive customers SIRXCEG009Our learner and assessment resources contain everything you need to begin training and assessing your learners. Our learner resources include: Learner Guide PowerPoint Presentation Session Plan Classroom Activities Self Study Guide Our assessment resources include: Assessment Pack (Student) Trainer Assessment Pack (Marking Guide) Mapping for each unit of competency Assessment Record Tools Our learner and assessment resources have been aligned to