SHORT COURSE GUIDE

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					SHORT COURSE GUIDE
                                                                           www.futurum.com.au



Welcome to Futurum Australia

Since 1989 Futurum Australia have established an outstanding reputation for providing
quality training to our customers, and through our specialised training have been
transforming the effectiveness of workplaces all across Australia.
As a Registered Training Organisation we are able to deliver this business
transformation through an extensive network of expert trainers, and consultants.
It is the dedication of these people that enables us to offer you some of the most useful
and sought after nationally accredited short courses available.
Divided into three clear sections, Leadership and Management, Business Operations,
and Interpersonal Skills, our Short Course Guide covers the training needs of every
staff member from within your organisation.
Please take a moment to peruse our Short Course Guide and familiarise yourself with
the many training opportunities available through Futurum Australia.
Should you have any course related queries or would simply like to know more about our
products and services, please do not hesitate to contact our head office on
03 9645 5722.


We look forward to working with you




Fiona Fitzpatrick
Managing Director




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Contents
Section One - Leadership and Management
6    Coaching in the Workplace
6    Situational Leadership
7    Diploma of Business and Diploma of Business (Frontline Management)
8    Management for New Managers
8    Leading High Performance Teams
9    Recruitment and Selection
9    Management by Fact


Section Two - Business Operations
10   Analytical Trouble Shooting
10   Innovation and Change
11   Certificate IV in Training and Assessment
12   5S
13   Competitive Manufacturing
14   Forklift
14   Responsible Service of Alcohol (RSA)
15   HACCP
15   Food Safety
16   Introduction to OH&S
16   Manual Handling
17   First Aid – Level 2


Section Three - Interpersonal Skills
18   Dealing with Difficult People
18   Assertive Communication
19   Managing the Risk of Armed Hold Up
19   Customer Service Skills
20   Positive Negotiation Skills
20   How to Handle Workplace Violence and Bullying


Section Four - Online Courses
21   Responsible Service of Alcohol (RSA)
21   Food Safety




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    Section One - Leadership and Management
    Coaching in the Workplace                     Situational Leadership
    Coaching in the Workplace is an               This leadership program is ideal for
    essential program for anyone who is           executives and key management
    leading or managing people. This              personnel who want to establish and
    program is designed to provide                lead an effective team. By discussing
    participants with the fundamental             and workshopping Situational Leadership
    coaching techniques used to support,          participants will learn how to adapt their
    assist and evaluate the progress of an        leadership style to build and lead high
    individual in a “one-on-one” working          performance teams.
    relationship
                                                  Outcomes Include:
    Outcomes include:
                                                   • Identify different Leadership Styles
     • Identify the roles & responsibilities of    • Examine Directive, Coach based,
       a coach                                       Supportive and Delegation
     • Learn how to implement effective              Leadership Styles
       coaching techniques                         • Understand the Characteristics of high
     • Apply practical coaching skills               performing teams and individuals
     • Participate in a coaching session           • Recognise Team and Individual
                                                     development stages
    Organisational Benefits:
                                                   • Match individual development stages
    It is proven that the success of most            with leadership styles
    teams and many individuals can be
    directly attributed to the role a coach has   Organisational Benefits:
    played in the skill development of a          This course is relevant to any
    learner. This course will assist any          organisation wanting to create a
    organisation in building effective            supported work environment, building
    workplace coaches.                            effective teams and increasing on the job
                                                  performance and satisfaction.
    Delivery Strategy:
    This course is undertaken in a workshop       Delivery Strategy:
    format, allowing group participation.         This course is undertaken in a workshop
                                                  format, allowing group participation.
    Duration:
                                                  Projects will be discussed and monitored
    1 day                                         throughout the course of the program.
    Participants:                                 Duration:
    Maximum 15                                    4 x 3 hour workshops
                                                  Participants:
                                                  Maximum 15




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Diploma of Business and
Diploma of Business (Frontline Management)
These courses are ideal for all staff in    Organisational Benefits:
middle and upper management and is a
                                            Many people move into management
logical extension for those who have
                                            positions without any formal training.
completed a Certificate IV in
                                            This course provides them with
Business.The Diploma in Business
                                            necessary training and skills to fully
(Frontline Management) aims to assist
                                            support their role making them more
individuals to develop the range of
                                            confident managers.
competencies required of Frontline
Managers in a changing economic             Delivery Strategy:
environment. Participants will learn how
                                            Each module is delivered via 4-6 hour
to provide effective leadership through
                                            workshops with group activities and
the management of people, information,
                                            discussion. Bridging assessments can
operations and resources to achieve
                                            also be conducted, where appropriate, in
business objectives in a team-based
                                            4-6 hour sessions.
environment. The Diploma of Business
is the next step for those who have         Duration:
undertaken a generalist Certificate IV in
                                            Diploma of Business (Frontline
Business with an administration focus.
                                            management)
Outcomes Include:                           Complete course: 11 modules over 12
 • Manage personal work priorities and      months
   professional development                 Bridging course: maximum of 5 new
 • Manage operational plan                  modules (dependent on electives
 • Manage workplace information             selected at Cert IV level) + bridging
   systems                                  assessment tasks to upgrade Cert IV
 • Promote continuous improvement           level over 6 months
 • Facilitate and capitalise on change      Diploma of Business
   and innovation                           8 modules over 12 months
 • Develop a workplace learning
   environment                              Participants:
 • Ensure team effectiveness                Maximum 10




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    Management for                               Leading High
    New Managers                                 Performance Teams
    This course is ideal for supervisors,        This course is ideal for all frontline
    team leaders and new managers. It is         personnel including supervisors, team
    designed to provide fundamental tools        leaders, and managers whose
    and techniques to assist them to “get the    achievement may be determined by the
    best out of your people”.                    effectiveness of the team they lead. They
                                                 will learn to understand team functioning
    Outcomes Include:                            and be able to manage this process.
     • Managing Yourself
                                                 Outcomes Include:
     • Leading and Managing Others
                                                  • Participate in team planning
     • Communicating with Others
                                                  • Develop team commitment
     • Influencing and Empowering Others
                                                    and cooperation
     • Supervising Conflict and Change
                                                  • Manage and develop team
    Organisational Benefits:                        performance
    Effective Management is the cornerstone       • Positively influence individuals
    of any successful and productive                and teams
    business. This course provides                • Link team performance to
    supervisors and team leaders with the           organisational performance
    tools to become effective managers.
                                                 Organisational Benefits:
    Delivery Strategy:                           Quality team leadership provides support
    This course is structured with a series of   and direction for your business.
    intensive and fully interactive workshops
                                                 Delivery Strategy:
    including role-plays and investigating
    case studies                                 This program is delivered in a workshop
                                                 format allowing group participation.
    Duration:                                    Assessment is optional and when
    2 days                                       undertaken successfully, participants will
                                                 be awarded a Statement of Attainment
    Participants:                                for nationally recognised and accredited
    Maximum 10                                   training. Please note that assessment
                                                 incurs an additional fee.
                                                 Relationship to Accredited Training:
                                                 BSB FLM 304A Participate in work teams
                                                 BSB FLM 404A Lead work teams
                                                 BSB FLM 504A Facilitate work teams
                                                 Duration:
                                                 2 days
                                                 Participants:
                                                 Maximum 15




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Recruitment and Selection                    Management by Fact
This course is suitable for any              This course is ideal for executives and
supervisor, team leader or manager           key management personnel who want to
responsible for the recruitment and          deal with conflict using a proven
selection of personnel. It is designed to    management methodology. Participants
give participants the tools and              will learn how to adapt their leadership
techniques used by professionals in          style to focus on the “essential”
recruiting and selecting personnel. At the   components of conflict, rather than
end of the course, participants will         allowing emotional issues to impact on
receive a series of templates and            decision-making and team success.
resources that they can use immediately
in the workplace to assist them in           Outcomes Include:
“selecting the right person for the job”      • Creating focus
Outcomes Include:                             • Problem v’s Solution Orientation
                                              • The Ultimate Empowering Tool
 • Overview of Recruitment
   and Selection                              • Team effectiveness and Awareness
                                                of Conflict
 • Analysing the Job
 • Recruitment Methods and Advertising       Organisational Benefits:
 • Equal Employment Opportunity              Educating staff to make decisions by
 • The Selection Process                     focussing on the facts rather than
                                             emotional issues where necessary
 • Reviewing and Decision Making
                                             creates a more efficient and satisfied
 • Advising the applicants                   workplace.
Organisational Benefits
                                             Delivery Strategy:
The cost of employing the wrong people
                                             This course is undertaken in a workshop
is high. This course will ensure that your
                                             format, allowing group participation,
staff have the necessary tools to assist
                                             through role-plays and interactive
in making the right staff choice.
                                             discussions based on case studies.
Delivery Strategy:
                                             Duration:
This course is undertaken in a workshop
                                             2 x 3 hour workshops
format, allowing group participation.
                                             Participants:
Duration:
                                             Maximum of 12
2 days
Participants:
Maximum 15




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     Section Two - Business Operations
     Analytical Trouble Shooting                    Innovation and Change
     This course is ideal for anyone needing        This course is ideal for all managers
     to apply thinking skills on the job to solve   working at the frontline of your
     problems Participants will learn the step-     organisation, including supervisors and
     by-step process of detecting, analysing        team leaders, business units and divisional
     and preventing problems, then how to           mangers. They will learn how to initiate
     implement the right decisions.                 innovative thinking and practice, and how
                                                    to take responsibility for leading change.
     Outcomes Include:
                                                    Outcomes Include:
      • Learn how to work systematically to
        solve problems                               • Leading and introducing change
      • Learn to ask the right questions             • Understand the tools for change
      • Learn how to identify, describe,             • Modeling and communicating change
        analyse and fix problems                     • Helping others break from the past
      • Learn how to prevent problems                • Innovation
      • Learn how to make sound decisions
                                                    Organisational Benefits:
     Organisational Benefits:
                                                    The cornerstone of change is to cultivate
     Within any organisation the wrong              innovators. By equipping staff with the
     decisions can be costly, by training staff     right skills they will ensure the
     to use analytical processes they will be       organisational and people aspects of
     able to make the right decision                change are brought together for
     more often.                                    improved results and benefits.
     Delivery Strategy:                             Relationship to Accredited Training:
     This course is undertaken in a workshop        BSB CMN 312A Support innovation and
     format, allowing group participation.          change, BSB CMN 412A Promote
     Projects will be discussed and monitored       innovation and change, BSB FLM 510A
     throughout the course of the program.          Facilitate and capitalise on change and
                                                    innovation.
     Duration:
                                                    Delivery Strategy:
     3 X 4 hour workshops
                                                    This program is delivered in a workshop
     Participants:                                  format. Assessment is optional and
     Maximum 15                                     when undertaken successfully,
                                                    participants will be awarded a nationally
                                                    recognised Statement of Attainment.
                                                    (Assessment incurs an additional fee).
                                                    Duration:
                                                    2 days
                                                    Participants:
                                                    Maximum 10




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Certificate IV in Training and Assessment
This course is ideal for all staff involved      in the table below that do not have an
in training and assessment.                      ‘equivalent’ in the BSZ column.
The Certificate IV in Training and               Delivery Strategy:
Assessment is designed to provide
workplace trainers and personnel within          This course is undertaken through a
the vocational education and training,           mixture of workshop format, project
with a range of training skills including:       based assessments and practical
preparing and presenting training                assessment in order to achieve the
sessions, developing training programs,          nationally recognised qualification.
evaluating and assessing participants to         Duration:
ensure learning outcomes have
been achieved.                                   (Full course) 7 days over
                                                 12 weeks.
After extensive industry review, the
qualification BSZ40198 has been                  (Bridging course) 3 days
replaced with TAA40104. A bridging               Participants:
course is available for those participants
who hold the BSZ40198 qualification.             Maximum 10
The bridging course covers those topics

Outcomes Include:
Unit Code       Unit Title                                                           BSZ 40198
TAAENV401A Work effectively in vocational education and training                     Equivalent
TAAENV403A Ensure a healthy & safe learning environment                              Equivalent
TAAENV402A Foster and promote an inclusive learning culture                          Equivalent
TAADES401A Use training packages to meet client needs                                Equivalent
TAADES402A Design and develop learning programs
TAADEL401A Plan and organise group based delivery
TAADEL301       Provide training through instruction and demonstration of work skills Equivalent
TAADEL403A Facilitate individual learning                                            Equivalent
TAADEL404A Facilitate work based learning
TAADEL402A Facilitate group based learning
TAAASS403A Develop assessment tools                                                  Equivalent
TAAASS404A Participate in assessment validation                                      Equivalent
TAAASS401A Plan and organise assessment
TAAASS402A Assess competence




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     5S
     5S is a process improvement                 Delivery Strategy:
     methodology to revitalise your workplace.   The aim of this program is to “get
     It focuses on improving and maintaining     results” by orchestrating the participants
     visual order, workplace organisation and    to apply their learning using a workplace
     communication, cleanliness, and             project throughout the program.
     standardisation. It is ideal for all
     Managers working at the Frontline of your   Each session is structured to focus on
     organisation, Plant Managers, Operation     key learning strategies. At the end of the
     Managers, Continuous Improvement            initial session the participants are asked
     Managers, Lean Co-ordinators, Quality       to select a workplace project to apply
     Leaders, and/or Production staff as         their learning.
     a group.                                    Over the following 6 weeks, a Futurum
     Outcomes Include:                           trainer will provide up to 6 mentoring
                                                 sessions with each participant to assist
      • Identify the principles, structure and   in the development, implementation and
        scope of 5S.                             evaluation of the projects.
      • Understand the benefits of 5S and        At the end of the course participants
        how to achieve them.                     present the results of their workplace
      • Identify the role of 5S in Lean          project to the group and detail the
        Manufacturing.                           improvements and lessons learned.
      • Understand audit requirements.
                                                 Duration:
      • Commence a maintenance program.
                                                 Team leaders/Management staff
      • Understand what it takes to sustain an
        implementation.                           • 3 hour introduction and project set up
      • Improvement of productivity quality       • 6 x 1.5 hour “1 on 1” sessions over 6
        and safety.                                 week period
     Organisational Benefits:                     • 2 hour final workshop/presentation
     The benefits to your organisation can       Duration:
     include: reduced clutter, streamlining of   General staff
     production, improved communication
     between departments and better               • 3 hour group session
     customer service. All of these effects      Participants:
     improve your bottom line.
                                                 Maximum 10




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Competitive Manufacturing
Competitive manufacturing is a nationally      • Improve cost factors in work practices
accredited course designed to                  • Mistake proof a production process
complement the technical skills of your        • Apply competitive manufacturing
staff, supervisors and team leaders.             practices
Certificate III is ideal for workers where
learning needs are identified to improve       • Determine and Establish Information
the safety, quality standards, company           Collection Requirements
growth and/or team communication                 and Processing
within an industry enterprise.                 • Sustain Process Improvements
Certificate IV is ideal for workers within     • Develop a Competitive Manufacturing
a team leader / supervisory role.                System

Pre-requisite - Certificate III -             Organisational Benefits:
participants must have a Cert II in a         Competitive knowledge in an
related manufacturing area or at least 3      organisation gives them the edge. Train
years equivalent experience in the            your staff in competitive manufacturing
manufacturing sector of industry              and stay one step ahead.
Certificate IV - participants must have a     Delivery Strategy:
Cert III in a related manufacturing area or
at least 3 years equivalent experience in     The aim of this program is to “get
the manufacturing sector of industry          results” by orchestrating the participants
                                              to apply their learning using a workplace
Outcomes Include:                             project throughout the program. Each
 • Understand the benefits of 5S and          session is structured to focus on key
   how to achieve them.                       learning strategies and mentoring sessions
                                              are provided. At the end of the course
 • Identify the role of Lean Manufacturing    participants present the results of their
   in your organisation.                      workplace project to the group and detail
 • Implement process improvement              the improvements and lessons learned.
   strategies.
 • Lead cultural change in                    Duration:
   your organisation                          Certificate III 18 months
 • Create a tour / audit ready condition at   Certificate IV 18-24 months
   all times.
 • Implement a competitive                    Participants:
   manufacturing system                       Maximum 15




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     Forklift                                       Responsible Service of
     This course is ideal for warehouse staff
                                                    Alcohol (RSA)
     required to use forklifts in the loading and   This workshop provides the necessary
     unloading of goods.                            qualification under the relevant liquor
     Outcomes Include:                              licensing board, for all workers who are
                                                    responsible for the serving of alcohol.
      • Drive a forklift to fulfil operational      Participants will develop valuable
        requirements                                knowledge and skills in relation to serving
      • Monitor site conditions                     alcohol in a responsible manner, which will
      • Maintain forklift performance               improve the way your business operates.
      • Correct loading and unloading goods         Outcomes Include:
        and cargo,
                                                     • Facts about alcohol
      • Securing and protecting the load and
        completing documentation.                    • Strategy to prevent intoxication
      • Dealing with oversize and                    • Underage drinking
        overmass permits.                            • Problems associated with excessive
                                                       consumption of alcohol
     Organisational Benefits:
                                                     • Alcohol and the law
     Improved workplace occupational health          • Whose responsibility is RSA?
     and safety and standardised work
     practices throughout the organisation.         Organisational Benefits:

     Delivery Strategy:                             The organisation will be compliant under
                                                    the liquor licensing laws and will have
     This course is undertaken in a workshop        improved OH&S awareness by staff.
     format, allowing group participation.
     Persons achieving competence in this           Delivery Strategy:
     unit will need to fulfil all of the relevant   This workshop is provided in conjunction
     State/Territory OHS regulatory                 with the liquor licensing board.
     requirements concerning the safe
     operation of forklifts.                        Relationship to Accredited Training:

     Relationship to Accredited Training:           THHBFB09B Responsible Service
                                                    of Alcohol
     TDTD1097B Operate a forklift and
     TDTD497B Load and Unload cargo.                Duration:

     Duration:                                      4 hour session

     2 x 4 hour workshops                           Participants:

     Participants:                                  Maximum 10

     Maximum 10




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HACCP                                       Food Safety
This workshop is a must for all staff       This workshop is ideal for all staff working
working in the food industry. Hazard        in the food industry and handling food.
Analysis Critical Control Points (HACCP)    They will learn how to follow food safety
is a disciplined approach to food safety    procedures and a food safety program.
ensuring that you comply with hygiene
                                            Outcomes Include:
and operating standards when dealing
with food.                                   • Identify food safety critical control
                                               points and hazards
Outcomes Include:
                                             • Follow hygiene procedures
 • Understand relevant food safety laws      • Identify and prevent hygiene risks
   and legislation
                                             • Compliance with food regulations.
 • Identify food safety critical control
                                             • Identify and implement policy and
   points and hazards
                                               procedures in accordance with
 • Implement procedures for food safety        accreditation standards
 • Follow documentation standards/
                                            Organisational Benefits:
   protocols
 • Compliance with food accreditation       This workshop is designed to ensure that
   regulations.                             your staff complies with hygiene and
                                            operating standards when dealing with food.
Organisational Benefits:
                                            Delivery Strategy:
Food Safety compliance is critical to any
food business. The more staff that has      This course is undertaken in a workshop
the knowledge provided by this course       format, allowing group participation.
the safer your organisation will be.        There is an assessment component at
                                            the completion of the workshop.
Delivery Strategy:
                                            Relationship to Accredited Training:
This course is undertaken in a workshop
format, allowing group participation.       Hospitality industry: THHGHSO1B
There is an assessment component at         Follow workplace hygiene procedures,
the completion of the workshop.             THHBCC11B Implement Food Safety
                                            Procedures.
Relationship to Accredited Training:
                                            Food Processing Industry: FDFCORF1A
FDFCORFSY1A Apply basic food safety
                                            Apply basic food safety practices,
practices, FDFCORFSY2A Follow Work
                                            FDFCORFYS2A Implement the food
Procedures to Maintain Food Safety,
                                            safety program and procedures.
FDFOPTHCP3A Participate in a
HACCP Team                                  Retail Industry: WRRLP.6C Apply retail
                                            food safety practices, WRRLP.7C
Duration:                                   Monitor food safety plan/program
4 hours                                     Duration:
Participants:                               4 hours
Maximum 10                                  Participants:
                                            Maximum 10




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     Introduction to OH&S                               Manual Handling
     This course is ideal for general staff and         This course is ideal for all staff working
     those interested in becoming OH&S                  within your organisation. It is an
     representatives. It introduces participants        introduction to safe manual handling
     to National OH&S legislation and complies          practices and complies with employer
     with employer obligations under the                obligations under the Occupational
     Occupational Health and Safety Act. It can         Health and Safety Act. It can be utilised
     be utilised as a yearly refresher for all staff.   as a yearly refresher for all staff
     Outcomes Include:                                  Outcomes Include:
      • Increased employee knowledge                     • Recognise manual handling risks in
        regarding risks                                    the work place
      • Improved safe practice                           • Learn correct manual handling
      • Compliance with Occupational Health                techniques
        and Safety Act                                   • Learn prevention of risk strategies
      • Correct manual handling methods                  • Increased employee knowledge
      • Identification of injury risks                     regarding risks
      • Control methodology                              • Compliance with Occupational Health
                                                           and Safety Act
     Organisational Benefits:
                                                        Delivery Strategy:
      Improved staff awareness of
     responsibilities regarding hazard                  This course is undertaken in a workshop
     identification will lead to decreased injury       format. It will include manual handling
     and down time in any organisation.                 demonstrations, and opportunities for
                                                        role-playing of activities in the workplace
     Delivery Strategy:                                 tailored for each participant. There is an
     The aim of this program is to “get results”        assessment component upon
     by illustrating how each individual is             completion.
     responsible for ensuring hazards within the        Organisational Benefits:
     workplace are identified and minimised.
     The session is structured to focus on key          Manual Handling injuries comprise 25%
     learning strategies and to include practical       of all work-cover claims, 32% of total
     demonstrations regarding chemical                  time lost and 28% of total gross incurred
     hazards and manual lifting techniques.             cost. Prevention is better than cure.

     Qualification Recognition:                         Duration:
     This workshop is at an AQTF Certificate            4 Hours
     III level and can be tailored to any specific
                                                        Participants:
     industry or enterprise.
                                                        Maximum 15
     Duration:
     4 hours
     Participants:
     Maximum 10




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First Aid – Level 2
This course is ideal for anyone who              Delivery Strategy:
needs to be accredited to administer
                                                 Participants will receive reading
First Aid within the workplace or
                                                 materials 4 weeks prior to class.
community. Upon successful completion
                                                 Workbook must be completed and
of the course, participants will be
                                                 brought with them on the day for the
awarded a recognised First Aid
                                                 trainer to review.
Certificate Level 2, which will remain
valid for a 3-year period.                       Relationship to Accredited Training:
Outcomes Include:                                21953VIC Course in First Aid level 2-
                                                 Provide first Aid
 •   Principles of First Aid
 •   Basic human anatomy and function            Duration:
 •   Control of bleeding                         1 day
 •   Management of casualty
                                                 Participants:
 •   Bandages and slings
                                                 Maximum 15
 •   Management of fractures
 •   Cardio- pulmonary resuscitation
 •   Examination of a casualty
 •   Management of burns and scalds
 •   Common medical emergencies
Organisational Benefits:
Creating a safe work environment by
training staff in first aid will minimise risk
of secondary complications from injuries
incurred. Be prepared.




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     Section Three - Interpersonal Skills
     Dealing with Difficult People                    Assertive Communication
     This course is ideal for staff interested in     This course is suited to anyone who
     effectively dealing with difficult people        would like to improve their confidence in
     and understanding difficult personalities.       dealing with a range of behavioural
     It provide participants with the knowledge       styles, and conflict, and as a result, be
     and skills to understand and deal with           able to communicate more effectively.
     difficult people and personalities in the
     workplace in a professional manner               Outcomes Include:
                                                       • Identify the characteristics of different
     Outcomes Include:
                                                         behavioural styles
      • Identifying between Difficult                  • Recognise one’s own dominant style
        Behaviours and Difficult Attitudes               of behaviour
      • Setting Attitudes and Behavioural              • Develop assertive responses
        Boundaries
                                                       • Demonstrate effective ways of dealing
      • 5 Step Process to dealing with                   with aggressive and non-assertive
        difficult people                                 behaviour
     Organisational Benefits:                          • Express criticism and praise in
                                                         constructive ways
     Staff that are well equipped to deal with
     difficult people and difficult situations will    • Identify alternative behaviours useful in
     be more confident and satisfied in                  resolving conflict
     their workplace.                                  • Learn how to build empathy
                                                         and rapport
     Delivery Strategy:
                                                      Organisational Benefits:
     This program is delivered in a workshop
     format allowing group participation.             Confident and assertive staff will “get on
     Assessment is optional and when                  with the job” ensuring a more productive
     undertaken successfully, participants will       and efficient workplace.
     be awarded a Statement of Attainment
                                                      Delivery Strategy:
     for nationally recognised and accredited
     training. Please note that assessment            This course is undertaken in a workshop
     incurs an additional fee.                        format, allowing group participation.

     Relationship to Accredited Training:             Duration:
     THHGCS03B Deal with Conflict                     2 days
     Situations
                                                      Participants:
     Duration:                                        Maximum 15
     1 day
     Participants:
     Maximum 15




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Managing the Risk of Armed                     Customer Service Skills
Hold Up                                        This course is ideal for all managers
This course is ideal for all staff working     working at the frontline of your
within any organisation who can be             organisation. It will provide them with the
potentially be involved during an armed        knowledge and skills to ensure that
hold-up. This training complies with           products and services are delivered and
meeting obligations of both employers          maintained to standards agreed by the
and employees under Occupational               organisation and the customer.
Health and Safety Act.                         Outcomes Include
Outcomes Include:                               • Creating customer focus and
 • Identify an armed hold-up                      customer value
   response plan                                • Defining and measuring
 • Appropriate responses during the               excellent service
   course of an armed hold-up.                  • Managing customer relationships
 • Appropriate responses immediately            • E-commerce
   after the incident                           • The five dimensions of service
 • Post incident review and follow up          Delivery Strategy:
 • Compliance with Occupational Health
   and Safety Act 2004 in relation to risk     This program is delivered in a workshop
   management                                  format allowing group participation.
                                               Assessment is optional and when
 • Improved safety awareness                   undertaken successfully, participants will
   amongst staff.                              be awarded a Statement of Attainment
Organisational Benefits:                       for nationally recognised and accredited
                                               training. Please note that assessment
Armed Hold-ups are a serious risk for all
                                               incurs an additional fee.
in the retail and banking industries. Being
prepared, with a risk management plan,         Relationship to Accredited Training:
and staff training program, will assist in
                                               BSB CMN 310A Deliver and monitor a
reducing the incidental damage to your
                                               service to customers, BSB CMN 410A
staff and business in the likelihood of this
                                               Coordinate implementation of customer
event occurring in your workplace
                                               service strategies, BSB FLM 510A
Delivery Strategy:                             Manage quality customer service.
This course is delivered in workshop           Duration:
format, providing opportunities for group
                                               1 day
discussion. The session concludes with
participants undertaking a short test.         Participants:
Duration:                                      Maximum 15
4 Hours
Participants:
Maximum 15




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                                                                               www.futurum.com.au




     Positive Negotiation Skills                   How to Handle Workplace
                                                   Violence and Bullying
     This course is designed for
     management, sales, marketing,                 This course is ideal for all staff working
     operations and administration personnel.      within your organisation from
     It provides participants with the practical   management, team leaders to general
     skills to assist in forming agreements        staff. This training is designed to provide
     and resolve differences between parties.      individuals with information related to
                                                   sexual harassment and bullying within
     Course Content will Include:
                                                   the workplace.
      • Principles and Processes
        of Negotiation                             Outcomes Include:
      • Preparation for Negotiation                 • Understanding rights and
      • Meeting and debate in negotiation             responsibilities of employees
                                                      and employers
      • Closing the deal
                                                    • Relevant legislation (state and federal)
      • Styles and habits of good negotiators
                                                    • Awareness of bullying &
     Organisational Benefits:                         sexual harrassment
     Negotiation in the workplace leads to a        • Role of workplace policies
     happier and more effective organisation.       • Communication skills and
     Delivery Strategy:                               reporting mechanisms
                                                    • Appropriate investigation and
     This course is undertaken in a workshop
                                                      documentation
     format, allowing group participation. A
     number of assessment methods will be           • Compliance with Occupational Health
     utilised in the delivery of this course          and Safety Act 2004 in relation to
     inclusive of short answer testing,               risk management
     simulated environment, and integrated         Organisational Benefits:
     assessment projects.
                                                   Recent changes to legislation have
     Duration:                                     highlighted the areas of workplace
                                                   violence, bullying and sexual
     2 days
                                                   harassment. Training your staff will
     Participants:                                 protect your workplace.
     Maximum 15                                    Delivery Strategy:
                                                   This course is delivered in workshop
                                                   format, providing opportunities for group
                                                   discussion.
                                                   Duration:
                                                   4 Hours
                                                   Participants:
                                                   Maximum 15




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                                                                           www.futurum.com.au



Section Four - Online Courses
Responsible Service of                        Food Safety
Alcohol (RSA)                                 This course is ideal for all staff working in
This course is for all workers who are        the food industry and handling food.
responsible for the serving of alcohol.       Participants will learn how to follow food
Participants will receive a nationally        safety procedures and a food
recognised statement of attainment.           safety program.
Outcomes Include:                             Outcomes Include:
 • Strategies to prevent intoxication          • Identify food safety critical control
 • Underage drinking awareness                   points and hazards
 • Understand problems associated with         • Implement procedures for food safety
   excessive consumption of alcohol            • Follow hygiene procedures
 • Alcohol and the law                         • Identify and prevent hygiene risks
 • Know whose responsibility RSA is?           • Compliance with food accreditation
Organisational Benefits:                         regulations.
                                               • Identify and implement accreditation
Participants will develop valuable
                                                 standards policy and procedures.
knowledge and skills in relation to serving
alcohol in a responsible manner, which        Organisational Benefits:
will improve the way your business            A knowledgeable workplace is a safe
operates.                                     workplace. Training your staff to know
Delivery Strategy:                            how to follow food safety procedures
                                              ensures a safe workplace for
Online questions and answers plus a 3rd       your business.
party checklist signed by the employer.
                                              Delivery Strategy:
Relationship to Accredited Training:
                                              Online questions and answers plus a 3rd
THHBFB09B Responsible Service                 party checklist signed by the employer.
of Alcohol
                                              Duration:
Duration:
                                              Self paced
Self paced




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                                                                                www.futurum.com.au




     “We’ve been very happy with Futurum’s training of our warehousing
     staff. The training has proved very beneficial with the result of
     improved staff skills as well as increased confidence and
     understanding. Staff retention has also increased which is an added
     bonus….I would highly recommend the training and we’re glad we
     went with Futurum..”
     Des Drabble
     Warehouse Dispatch Manager
     Original Juice / Golden Circle




                          “Futurum’s training knowledge, professionalism and project
                          management has ensured a smooth delivery of the (Retail
                          Traineeships) program. Bakers Delight research shows that 86 per
                          cent of trainees experienced real benefits from participation in this
                          training program.”
                          Craig King
                          Bakers Delight Holdings Ltd.




     “We’ve been very satisfied with the introduction of this training
     partnership with Futurum,’ said Robert Mercuri, Industrial Galvaniz-
     ers’ General Manager (Victoria). ‘Futurum has arranged our Metals
     Traineeship program with minimal disruption to the workplace,
     particularly considering the enormity of the task. The process has
     been wonderfully smooth and has assisted us greatly by removing
     the burden of running our own training program.
     Importantly Futurum Australia’s training is fully accredited so at the
     end of the program each participant will achieve a nationally
     recognised certificate qualification. We’re delighted with the way
     the training is progressing and we’ve had an enthusiastic response
     from our staff to the training’, continued Robert.
     Robert Mercuri
     General Manager (Victoria)
     Industrial Galvanizers




22
Futurum Australia
143-145 Clarendon St
Southbank VIC 3006
Tel 03 9645 5722

Email info@futurum.com.au
www.futurum.com.au

Melbourne Sydney Brisbane Perth Adelaide Launceston

				
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Description: SHORT COURSE GUIDE