Unit Knowledge Guide-SITXWHS005 Participate in safe work practices Training and Assessment Strategy aggressive or abusive customers SIRXCEG009

aggressive or abusive customers SIRXCEG009 Manage workplace responses to disrespectful aggressive or abusive customer behaviour

procedures and programs Elective units BSBHRM529 Coordinate separation and termination processes Group A BSBWHS521 Ensure a safe workplace for a work area Group A BSBCMM511 Communicate with influence Group B BSBCRT511 Develop critical thinking in others Group B BSBPEF501 Manage personal and professional development Group B If you require RPL Kits with comprehensive benchmarking

ethics and privacy policies in ICT environments ICTPRG302 Apply introductory programming techniques ICTSAS305 Provide ICT advice to clients Elective units ICPDMT3460 Incorporate video into multimedia presentations ICTICT215 Operate digital media technology package ICTICT216 Design and create basic organisational documents ICTICT312 Use advanced features of applications ICTICT309 Create ICT user documentation ICTPMG301 Contribute as part of an IT project management team If you require RPL Kits with comprehensive benchmarking

specifications and drawings for carpentry work CPCCCA3028 Erect and dismantle formwork for footings and slabs on ground CPCCCM2006 Apply basic levelling procedures CPCCCM2008 Erect and dismantle restricted height scaffolding CPCCCM2012 Work safely at heights CPCCCO2013 Carry out concreting to simple forms CPCCOM1012 Work effectively and sustainably in the construction industry CPCCOM1014 Conduct workplace communication CPCCOM1015 Carry out measurements and calculations CPCCOM3001 Perform construction calculations to determine carpentry material requirements CPCCOM3006 Carry out levelling operations CPCCWHS2001 Apply WHS requirements

Units of competency CHCMGT002 Manage partnership agreements with service providers CHCMGT003 Lead the work team CHCPRP001 Develop and maintain networks and collaborative partnerships * We can develop additional elective units that are not listed on request (Please contact us for further information)

Unit Knowledge Guide-SITXWHS005 Participate in safe work practices Training and Assessment Strategy aggressive or abusive customers SIRXCEG009Our unit knowledge guide supports your learners in understanding the knowledge evidence concepts of the training package. It assists trainers to deliver effective, engaging and compliant classroom or webinar delivery of the qualification unit. The unit knowledge guide is a tool that can be used to help a student extend their learning. It can be effective when students begin to prepare for a summative assessment. Please note: This is not a learner