Courses

Nationally Accredited Qualifications

BSB42015 Certificate IV in Leadership and Management

12 Units to Complete

TBST have sequenced the units of the Qualification in an order that builds the students skills and knowledge in a cumulative manner. As the student progresses through the course, the skills and knowledge obtained from a previous unit will then assist them in achieving competence in the subsequent units. For example, students start out with lower level units and build up to more complex units, tasks and assessments.

Management

This unit describes the skills and knowledge required to lead teams and individuals by modelling high standards of conduct to reflect the organisation's standards and values. It applies to individuals who are making the transition from being a team member to taking responsibility for the work and performance of others and providing the first level of leadership within the organisation. These managers have a strong influence on the work culture, values and ethics of the teams they supervise.

Unit Topics Include:

  • identify the organisation’s standards and values, whether stated or implied by the way the organisation conducts its business
  • evaluate own behaviour and performance against these and adjust to achieve required standards
  • develop and implement performance plans and key performance indicators (KPIs) to meet organisation’s goals and objectives
  • use established communication channels to raise questions about standards and values that may be damaging to the organisation
  • ensure own behaviour and performance contributes to the integrity and credibility of the organisation
  • facilitate processes to make decisions that are based on: relevant information, examination of options and associated risks, input from relevant people
  • communicate about making and implementing decisions including: facilitating agreement on the preferred course of action and implementation plans, monitoring and feedback on the implementation and impact of decisions.
  • explain how to identify an organisation’s standards and values when they are: stated, implied
  • explain basic theory of group behaviour
  • outline the organisation’s process for raising questions about standards and values
  • give examples of behaviours and performance that would typically be considered damaging to an organisation
  • • explain concepts including: organisational values, role modelling, integrity and credibility, leadership.

This unit describes the skills and knowledge required to communicate effectively as a workplace leader, including understanding the context, choosing methods of communication to suit the audience, and following up. This unit applies to managers, supervisors and team leaders required to communicate with other persons within the workplace. Communication skills cover a range of methods and contexts within principally structured environments.

Unit Topics Include:

  • Identify the context for communication and adjust approach and responses accordingly
  • Create and present clear messages choosing method and mode appropriate to the audience and context undertake effective two-way communication from the perspective of a team leader
  • Identify and record actions required as a result of communication and follow-up in a timely manner.
  • List effective management communication characteristics
  • Describe a range of electronic and non-electronic communication methods, including situations where they would or would not be used
  • Describe the characteristics of effective listening techniques
  • Explain feedback process and methods
  • Identify team leadership communication responsibilities
  • Explain barriers to communication in a workplace context
  • Describe verbal and non-verbal communication characteristics
  • Explain the impact of legislation and organisational policies on workplace communication.

This unit describes the skills and knowledge required to implement the operational plan by monitoring and adjusting operational performance, planning and acquiring resources and providing reports on performance as required. It applies to individuals who plan activities to achieve the measurable, stated objectives of the team and the organisation. At this level work will normally be carried out within routine and non-routine methods and procedures which require planning, evaluation, leadership and guidance of others.

Unit Topics Include:

  • Interact with a range of people/groups to identify resource requirements, performance objectives, systems, procedures and records relating to the operational plan
  • Vary the operational plan and gain approval to deal with contingencies
  • Monitor operational performance against the performance objectives and budgets and take action to rectify unsatisfactory performance
  • Plan and acquire physical and human resources using organisation’s systems and procedures
  • Manage and support personnel to achieve performance objectives. including inducting new employees and providing mentoring and coaching
  • Present information and recommendations to support implementation and variation of the operational plan
  • Document and provide reports on performance as required by the organisation.
  • Describe performance monitoring systems and processes
  • Describe methods for problem solving
  • Explain how organisational policies and procedures relate to the operational plan.

This unit describes the skills and knowledge required to identify risks and to apply established risk management processes to a defined area of operations that are within the responsibilities and obligations of the role. It applies to individuals with a broad knowledge of risk analysis or project management who contribute well developed skills in creating solutions to unpredictable problems through analysis and evaluation of information from a variety of sources. They may have responsibility to provide guidance or to delegate aspects of these tasks to others. In this unit, risks applicable within own work responsibilities and area of operation, may include projects being undertaken individually or by a team, or operations within a section of the organisation.

Unit Topics Include:

  • Identify risks.
  • Consult with relevant stakeholders to analyse and evaluate risks
  • Identify and evaluate control measures
  • Develop and implement treatment plans for own area or responsibility
  • Refer risks that are beyond own area of responsibility to others
  • Maintain risk management documentation./li>
  • Outline techniques for identifying and evaluating risks
  • Outline organisational policies, procedures or processes for risk management
  • Give examples of areas where risks are commonly identified in an organisation
  • Outline the purpose and key elements of current risk management standards
  • Outline the legislative and regulatory context of the organisation in relation to risk management
  • Describe the organisation's auditing requirements relating to risk management.

This unit describes the skills and knowledge required to monitor and obtain feedback on own work performance and access learning opportunities for professional development. This unit applies to individuals who are required to design their own work schedules and work plans and to establish priorities for their work. They will typically hold some responsibilities for the work of others and have some autonomy in relation to their own role.

Unit Topics Include:

  • Prepare and communicate own work plan
  • Schedule work objectives and tasks to support the achievement of the workgroup goals
  • Review own work performance against workgroup objectives through self-assessment and seeking and acting on feedback from clients and colleagues
  • Plan and access learning opportunities to extend personal work competencies.
  • Explain how business technology applications can be used to schedule tasks and plan work
  • Explain techniques to prepare personal plans and establish priorities
  • Identify methods to identify and prioritise personal learning needs
  • Outline a range of professional development options
  • Explain methods to elicit, analyse and interpret feedback
  • Provide a detailed explanation of methods that can be used to evaluate own performance./li>

This unit describes the skills and knowledge required to implement the organisation s continuous improvement systems and processes. It covers using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements. It applies to managers who have an active role in implementing the continuous improvement process to achieve the organisation's objectives. Their position is closely associated with the creation and delivery of products and services which means that they have an important role in influencing the ongoing development of the organisation. At this level, work will normally be carried out within routine and non-routine methods and procedures, which require planning, evaluation, leadership and guidance of others.

Unit Topics Include:

  • Implement systems to ensure that individuals and teams are actively encouraged and supported to participate in decision making processes, assume responsibility and exercise initiative
  • Communicate the organisation s continuous improvement processes to individuals and teams, and obtain feedback
  • Ensure effective mentoring and coaching allows individuals and teams to implement the organisation s continuous improvement processes
  • Use the organisation s systems and technology to monitor and review progress and to identify ways in which planning and operations could be improved
  • Improve customer service through continuous improvement techniques and processes
  • Formulate and communicate recommendations for adjustments to those who have a role in their development and implementation
  • Implement processes to ensure that team members are informed of savings and productivity/service improvements in achieving the business plan
  • Document work performance to aid the identification of further opportunities for improvement
  • Manage records, reports and recommendations for improvement within the organisation s systems and processes
Workforce Management

This unit defines skills, knowledge and outcomes required to use leadership to promote team cohesion. It includes motivating, mentoring, coaching and developing the team and forming the bridge between the management of the organisation and team members. This unit applies to team leaders, supervisors and new or emerging managers where leadership plays a role in developing and maintaining effective workplace relationships. It applies in any industry or community context. At this level work will normally be carried out within routine and non-routine methods and procedures, which require planning and evaluation and leadership and guidance of others.

Unit Topics Include:

  • Access and analyse information to achieve planned outcomes
  • Apply techniques for resolving problems and conflicts and dealing with poor performance within organisational and legislative requirements
  • Review and improve workplace outcomes in consultation with relevant personnel
  • Adjust interpersonal style and communications to respond to cultural and social diversity
  • Apply relationship management and communication skills with a range of people that: demonstrate integrity, respect, empathy and cultural sensitivity and promote trust, forge effective relationships with internal and/or external people and help to maintain these networks, encourage participation and foster contribution of and respect for ideas and feedback, provide support to colleagues to resolve difficulties.
  • Give examples of how work relationships, and the cultural and social environment, can support or hinder achieving planned outcomes
  • Explain techniques for developing positive work relationships and building trust and confidence in a team including interpersonal styles, communications, consultation, cultural and social sensitivity, networking
  • Explain the impact of legislation and organisational policies on workplace relationships
  • Describe a range of methods and techniques for communicating information and ideas to a range of stakeholders
  • Outline problems solving methods
  • Explain methods to resolve workplace conflict
  • Explain methods to manage poor work performance
  • Explain how to monitor, analyse and introduce ways to improve work relationships.

This unit defines skills, knowledge and outcomes required to plan and supervise the performance of the team and develop team cohesion. It applies team leaders, supervisors and new emerging managers who have an important leadership role in the development of efficient and effective work teams. Leaders at this level also provide leadership for the team and bridge the gap between the management of the organisation and the team members. As such they must 'manage up' as well as manage their team/s.

Unit Topics Include:

  • Apply knowledge of organisational goals, objectives and plans
  • Develop a team work plan including documentation of how it was generated and how it will be monitored
  • Identify and incorporate innovation and productivity measures into a team work plan
  • Communicate with team members and management to identify and establish the team purpose, roles, responsibilities, goals plans and objectives and resolve problems
  • Use techniques to consult, encourage, support and provide feedback to team members
  • Model team leadership behaviours and approaches
  • Liaise with management to develop the teamwork plan, resolve issues and ensure follow-up action is ta delegation and work allocation
  • Goal setting, Group dynamics and processes,
  • Individual behaviour and difference, Leadership styles
  • Motivation, Negotiation, Problem solving, Planning
  • Workplace innovation, Workplace productivity

This unit identifies the behaviours, skills and knowledge required to lead a diverse workforce. It covers identifying, analysing and engaging with a diverse workforce to maximise the benefit of diversity to the organisation. The unit applies to supervisors, team leaders, new and emerging managers who lead within a diverse workforce environment and exercise discretion and autonomy within a structured business context.

Unit Topics Include:

  • Identify diversity within a team based workforce and outline opportunities and barriers to inclusive engagement of individuals
  • Promote the benefits of diversity within the workplace and identify the business benefits of incorporating diversity into planning and operations
  • Demonstrate communication style and methods that encourage inclusion identifying and compensating for own bias and assumptions
  • Develop work plans that integrate a diverse workforce, adjusting plans and operations to meet legislation, regulations and policy
  • Structure continuous feedback and review processes into team activities.
  • Outline legislation, regulation and business policy and procedures relevant to diversity in the workplace
  • Explain the origins and types of diverse groups/persons in the workplace
  • Give examples of strategies, tools and techniques for integrating and engaging a diverse workforce
  • Explain the potential impacts of gender, race, age, disability, sexual orientation, form of work engagement and flexible work arrangement on workforce engagement
  • Identify benefits to business of having a diverse workforce and barriers to inclusive engagement.

This unit describes the skills and knowledge required to execute tasks associated with the recruitment cycle and apply in-depth knowledge of the work of the organisation, and how recruitment and selection practices fit with other human resources functions. This unit applies to individuals who support recruitment, selection and induction functions under the direction of a human resource manager.

Unit Topics Include:

  • Obtain approval to fill position, clarify time lines and requirement for appointment
  • Assist in preparing job descriptions that accurately reflect the role requirements, according to organisational policies and procedures, legislation, codes, national standards and work health and safety (WHS) considerations
  • Consult with relevant personnel about job descriptions and workforce strategy
  • Assist in ensuring that job descriptions comply with legislative requirements and reflect the organisation's requirements for a diverse workforce, Obtain approvals to advertise position
  • Choose appropriate channels and technology to advertise vacancies and/or identify potential talent pool
  • Advertise vacancies for staffing requirements according to organisational policies and procedures, Consult with relevant personnel to convene selection panel and develop interview questions, Assist in ensuring that interview questions comply with legislative requirements
  • Assist in short-listing applicants, Schedule interviews and advise relevant people of times, dates and venues, Participate in interview process and assess candidates against agreed selection criteria
  • Discuss assessment with other selection panel members, Correct biases and deviations from agreed procedures and negotiate for preferred candidate, Contact referees for referee reports
  • Prepare selection report and make recommendations to senior personnel for appointment, Advise unsuccessful candidates of outcomes and respond to any queries, Secure preferred candidate's agreement
  • Complete necessary documentation according to organisational procedures, observing confidentiality and privacy requirements, Provide successful candidate with employment contract and other documentation
  • Advise manager and work team of new appointment, Advise managers and staff of candidate's starting date and make necessary administrative arrangements for pay and employee record keeping, Arrange successful candidate's induction according to organisational policy
Sales and Marketing

This unit describes the skills and knowledge required to coordinate and review the promotion of an organisation s products and services. It applies to individuals with a broad knowledge of the promotion of products and services specific to an organisation. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Unit Topics Include:

  • Identify and assess promotional activities to ensure compatibility with organisational requirements
  • Plan and schedule promotional activities according to the marketing needs of the organisation
  • Determine overall promotional objectives in consultation with designated individuals and groups
  • Ensure that timelines and costs for promotion of activities are realistic and consistent with budget resources
  • Develop action plans to provide details of products and services being promoted
  • Ensure personnel and resources to support promotional activities are identified and prepared to facilitate the achievement of promotional goals
  • Identify and agree roles and responsibilities for delivery of promotional services and allocate to relevant personnel
  • Establish and conduct relationships with targeted groups in a manner which enhances the positive image of the organisation
  • Use networks to assist in the implementation of promotional activities
  • Analyse audience feedback and data to determine the impact of the promotional activity on the delivery of products and services
  • Assess effectiveness of planning processes to identify possible improvements in future activities
  • Collect feedback and provide to personnel and agencies involved in promotional activity
  • Analyse costs and time lines to evaluate the benefits accruing from the promotional activities
  • Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of promotional activities

This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies. It applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems, and who may provide guidance or delegate work related tasks to others.

Unit Topics Include:

  • Clarify and accurately assess customer needs using appropriate communication techniques
  • Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
  • Provide relevant and constructive advice to promote the improvement of customer service delivery
  • Use business technology and/or online services to structure and present information on customer service needs
  • Ensure customer service strategies and opportunities are promoted to designated individuals and groups
  • Identify and allocate available budget resources to fulfil customer service objectives
  • Promptly action procedures to resolve customer difficulties and complaints within organisational requirements
  • Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
  • Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
  • Identify and report changes necessary to maintain service standards to designated individuals and groups
  • Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
  • Maintain systems, records and reporting procedures to compare changes in customer satisfaction

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