Module 1
- What constitutes a professional approach to your work role - what perception do others have of you and how do you enhance your personal brand
- Understand different communication styles and how to adapt to other styles
- Use DISC profiling to work more effectively with internal and external clients
- Revise the basics of building positive relationships - power vs poison phrases
- Learn conflict resolution techniques to resolve challenging situations-
- Learn self-motivation techniques to remain positive and focused
- Work through a range of situations where you need to deal with challenging customers
- Learn to be assertive in a range of situations
- Deal effectively with ‘difficult people’ to create a positive environment
- Meet and exceed customer expectations to create moments of truth for those you deal with
- Resolve problems in an effective wa

Module 2
- Acquire more advanced communication skills
- Learn to be assertive in a range of situations
- Deal effectively with 'difficult people' to create a positive environment
- Learn how to communicate more effectively in writing:
- How does email etiquette project a positive image?
- What are the tips and guidelines for writing emails and other documents to ensure clarity of meaning?
- How to format letters and other documents to ensure that messages are clearly conveyed?
- What are the key writing skills that you need to be an effective communicator when approaching more complex documentation

Module 3
- Adopt customer service strategies for internal and external clients
- Meet and exceed customer expectations to create moments of truth for those you deal with
- Resolve problems in an effective way
- Dealing with difficult, angry or upset internal and external customers
- Follow guidelines for strong telephone skills
- Understand how to set key systems in place that benefit your team and the organisation
- Undertake an audit of current systems and identify best practice improvements
- Work through all the phases of the project management cycle and adopt the habits of effective project managers
- Review the pitfalls of running projects and work on strategies for how to avoid these risk areas
- Create project plans that include all aspects of project management including risk management and financial management

Module 4
- Adopt effective time management techniques for optimal efficiency
- Plan and organise the day according to what is urgent and what is a priority
- Organise the office and work environment
- Use technology to save you time
- Deal with interruptions and other factors affecting productivity
- Achieve work-life balance and stress reduction

Module 5
Content based on choice of electives according to job roles and could include -
- Organise meetings and business travel
- Use IT systems and processes
- Presentation skills
- Project management skills
- Gain the confidence that you need in order to lead team meetings and present key information
- Build your assertiveness skills so that you can deliver a small presentation to a group
- Prepare and plan the presentation so that it is visual and engaging
- Use your body language to deliver important messages to groups
- Know the power of the network and how to use your networking skills for career and professional development
- Develop your ability to continue to grow and develop and set yourself on a path of lifelong learning

The Certificate IV in Business Administration is your gateway to acquiring a range of practical tools to enhance your skills base and to improve your career prospects - and what's more, you receive a nationally recognized qualification that is acknowledged by all business sectors