Human-Resources-AW-Q14 Online Services


Activity 1.1.1
Estimated Time 2 Hours
Objective To encourage understanding of the concept of putting together a short Induction Program for an organisation in the VET environment based on client requirements and needs.
Project a. You will be preparing an induction for a new staff member who has just joined your RTO.
Develop the following items;
– An induction checklist which includes procedures for new staff to go through
– A PowerPoint presentation or information sheet that demonstrates the following
• Management structure
• What support is available for students with special needs
• Inclusivity and how the RTO enforces and practices these principles
• EEO Policy
• Staff development policy
• Legal responsibilities relating to working for an RTO
• How the diversity of students is dealt with
• Expectations relating to ethical and inclusive behaviours
These should be included in separate Word and PowerPoint documents.
b. The new staff member is an office administrator. His role will include computer tasks, organising the office manager daily schedules, welcoming guests coming into the office, maintain the housekeeping of the office and answering the phone. He does not hold any qualification and has limited small office experience, while this company is pretty big. He is currently interested in professional development and would like to study Certificate II in Business.
I. Based on this job role, what do you think will be the client needs in terms of training?
II. What can be a good entry course level for this employee?

Activity 1.2.1
Estimated Time 30 Minutes
Objective To encourage learners to brainstorm ideas relating to accessing resources for a training program they intend to put together.
Activity Think of a training program for the following scenario. Then, answer the following questions;

You work for a Registered Training Organisation and have been approached by the HR manager of the ‘The Good Life Hotel’. The HR manager is looking for an entry level qualification for their front desk staff.
From a training needs analysis it has been identified that the following areas of training are required
• Answering telephone and face to face enquiries
• Greeting guests as they arrive
• Handling guest departures
• Catering to the requests of guests
• Basic office duties such as filing, photocopying, sending and receiving faxes and distributing monthly newsletters.
The human resource manager wants to improve the level of customer service. The hotel has developed specific policies and procedures that detail customer service requirements. The human resource manager wants the training and assessments to reflect organisational standards and conduct one on one or small groups to minimise disruption to day to day business.
Research TGA website and find the following information
• Which qualification is likely to be appropriate for this scenario?
• Which Training Package is this qualification from?
Activity 1.2.2
Estimated Time 20 Minutes
Objective To think about accessing information for development of a training program.
Activity Answer the following questions
Why would it be important to access information from an employee’s work history to help develop a training program?
What should you do if they are unable to get access to this information?
If you are able to get access to a learner’s job description, how would this help?
Activity 1.3.1
Time 30 Minutes
Objective To think about considerations relating to selecting supporting materials for the training program.
Activity a. What considerations should be taken when developing activities, role plays, case studies and simulated activities relating to the following; Environment
Client Budget Constraints
Resistance from Learners
Activity 2.1.1
Estimated Time 60 Minutes
Objective To provide you with an opportunity to demonstrate knowledge in unpacking a Training Package and to ensure you understand the concept of packaging rules.
Scenario: Dean works for ‘Green Grass’ which is a Landscape company, but does not hold any qualification. His employer would like to up-skill him so that all of the company employees will be educated in the landscape field. What he looks for is a middle level course as Dean already gained experience in the field. Dean is keen to study, however, doesn’t have the amount of money to pay for the course.
Search TGA and find a suitable qualification for Dean
What is the qualification you found for him?
Under which training package this qualification belongs?
What are the packaging rules / qualification rules relating to the qualification?

How it Works

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Case Approach

Scientific Methodology


Defining Problem


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Conclusion & Recommendations


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Activity 2.2.1
Estimated Time 30 Minutes
Objective To provide an opportunity to think about the licensing requirements you may need to be aware of for a training program you may need to develop.
Research Research a qualification of your choice.
What are the licensing requirements you may need to consider in the development of a training program based on the qualification you have chosen?
Activity 2.3.1
Estimated Time 20 Minutes
Objective To give learners an opportunity to think about suitable electives for a training program they may need to develop for a target learner group.

Let’s go back to the previous scenario about Dean, the landscaper. In the Green Grass company his main role is to do all the planting of Turf and other plants.
Research the elective units available for this qualification. What are the most appropriate electives to include in the development of the training program that are most applicable to the client?
Activities 3.1.1 and 3.2.1
Estimated Time 30 Minutes
Objective Opportunity to determine how the learners may choose suitable units for delivery of a training program.
You are required to put together a brief on a training session you may need to deliver.
Name of Session
Duration of Session
Target group of learners
Where will the session be delivered? (e.g. on site, off site, distance etc)
Write down two learning objectives of the session
How are you going to determine the best units to include in the session?
Activity 3.3.1
Estimated Time 45 Minutes
Objective To ensure understanding of the concepts behind linking a program to the client needs
When using a Training Package as the basis for which to develop your program, what should you consider?
What are some of the ways in which a trainer can maintain their knowledge and skills and be up to date with the industry at all times?

Training Package terminology and language
Search TGA website to be able to answer the following questions
I. From a unit of your choice, write below one Element. Indicate the unit code and name you took it from.
Activity 3.4.1
Estimated Time 45 Minutes
Objective For learners to understand the concepts behind documentation of a unit
You work for an RTO that has decided that the documentation procedure is not adequate for audit purposes.
Your manager has approached you and asked if you can put together a new policy and procedure for all staff to follow in relation to documenting training material.
Write a one – two page policy outlining how this will be done in your workplace.
Determine why you think it is important to document the analysis of a unit in a clear and concise manner.
Activity 4.1.1
Estimated Time 20 Minutes
Objective To define and understand contextualisation in a training environment.
Define Contextualisation in your own words
Who should you consult with when you need to contextualise your training materials?
Why is it important to get feedback on how you plan on customising a training program?

Activity 4.2.1
Estimated Time 20 Minutes
Objective For learners to investigate the ISC (Industry Skills Council) that is responsible for the Training Package they will be using.
Research Investigate the contact details for the ISC that is responsible for the Training Package you may be using in a training environment.
Contact details of ISC:

Why should competency standards be contextualised?

Who should be consulted to ensure contextualisation is accurate to the needs of the learners, their workplace or their job role?
Activity 5.1.1
Estimated Time 20 Minutes
Objective To investigate Assessment Guidelines within a Training Package you will be using.
Investigate the Assessment Guidelines for a Training Package you may be using in the future.
What are your findings?

What is the difference between an Assessment Guideline and an Evidence Guide?
Activity 5.2.1
Estimated Time 30 Minutes
Objective Revision
How can you ensure that training you deliver is relevant and effectively targeted to the learner group you are teaching?
What benefits are there to the trainer and the organisation to understand the current skill level of the learners?

Look up a unit of competency you may be teaching in future. Provide an example of how you could reasonably adjust one of the assessment methods without compromising the integrity of the assessment outcomes.
EXAMPLE: Written questions could be asked verbally

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