Learning and Assessment Kit-ICT40120 Certificate IV in Information Technology (Systems Administration Support) CUA 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 CHCAOD009 Develop and review individual alcohol and other drugs treatment plans CHCAOD001 Work in an alcohol and other drugs context CHCAOD006 Provide interventions for people with alcohol and other drugs issues CHCAOD004 Assess needs of clients with alcohol and other drugs issues * We can develop additional elective units that are not listed on request (Please contact us for further information)

Core units CHCCCS016 Respond to client needs CHCCOM005 Communicate and work in health or community services CHCDIV001 Work with diverse people HLTWHS002 Follow safe work practices for direct client care HLTWHS006 Manage personal stressors in the work environment Elective units CHCADV001 Facilitate the interests and rights of clients CHCAGE001 Facilitate the empowerment of older people CHCCCS015 Provide individualised support CHCCCS019 Recognise and respond to crisis situations CHCCCS023 Support independence and wellbeing CHCDIS007 Facilitate the empowerment of people with disability CHCCCS011 Meet personal support needs * We can develop additional elective units that are not listed on request (Please contact us for further information)

assess and control safety risks SITHIND002 Source and use information on the hospitality industry SITHCCC018 Prepare food to meet special dietary requirements * We can develop additional elective units that are not listed on request (Please contact us for further information)

Learning and Assessment Kit-ICT40120 Certificate IV in Information Technology (Systems Administration Support) CUA 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