Learning and Assessment Kit-SIR30316 Certificate III in Business to Business Sales SCORM aggressive or abusive customers SIRXCEG009

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

Units of competency MSS015022 Develop strategies for more sustainable use of resources MSS405088 Plan

mobile homes and mobile workplaces MEM03001B Perform manual production assembly MEM05005B Carry out mechanical cutting MEM05012C Perform routine manual metal arc welding MEM11010B Operate mobile load shifting equipment MEM14004A Plan to undertake a routine task MEM15024A Apply quality procedures MEM18001C Use hand tools MEM18002B Use power tools/hand held operations MSMOPS102 Perform tasks to support production MSMOPS200 Operate equipment MSMOPS212 Use organisation computers or data systems MSMPER200 Work in accordance with an issued permit MSMRVT201 Apply technical knowledge of recreational vehicle manufacturing to work activities MSMSUP100 Apply workplace context to own job * We can develop additional elective units that are not listed on request (Please contact us for further information)

Core units CHCDIV001 Work with diverse people HLTAID003 Provide first aid HLTINF001 Comply with infection prevention and control policies and procedures HLTWHS001 Participate in workplace health and safety Elective units CHCCOM005 Communicate and work in health or community services HLTAID005 Provide first aid in remote situations CHCLEG001 Work legally and ethically HLTAAP001 Recognise healthy body systems HLTAAP002 Confirm physical health status * We can develop additional elective units that are not listed on request (Please contact us for further information)

assess and control safety risks SITXFSA001 Use hygienic practices for food safety SITHKOP005 Coordinate cooking operations BSBDIV501 Manage diversity in the workplace SITXWHS003 Implement and monitor work health and safety practices SITXFIN003 Manage finances within a budget BSBSUS401 Implement and monitor environmentally sustainable work practices SITXMGT001 Monitor work operations * We can develop additional elective units that are not listed on request (Please contact us for further information)

Learning and Assessment Kit-SIR30316 Certificate III in Business to Business Sales SCORM 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