CERTIFICATE IV IN RETAIL MANAGEMENT

CERTIFICATE IV IN RETAIL MANAGEMENT LEARNER GUIDE TOOLBOX PROJECT August 2001 A Joint project between WIDE BAY TAFE and QANTM Australia CMC Pty Ltd Certificate IV in Retail Management Learner Guide 1

Welcome TOOLBOX LEARNER GUIDE Table of Contents Course Background The National Retail Training System The National Retail Competency Standards Structure of the NRCS System Requirements Certificate IV in Retail Management Certificate Structure Certificate IV Competency Standards How To Begin Alternative Pathways Site Map Activity Menu Other Scenarios Menu Resource Library Page Finding Your Way Around The Toolbox Navigation Icons Program Toolbar Navigating Within the Activities Resources Topic Information Moving Through the Resource Information Selecting the Page Selecting the Text Assessment Maximising Your Online Learning Learning Activities Icon Learning Prompts Diagrams Learning Options Systematically Fast Tracking Interacting with Peers In Closing Page 3. 4. 5. 6. 9. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 22. 23. 24. Certificate IV in Retail Management Learner Guide 2

Introduction Welcome to the learner guide for Certificate IV in Retail Management. This guide is designed to help you get the most out of this program. Course Background The Certificate IV in Retail Management is a nationally accredited course that forms part of the National Retail Training Package (NRTP). The NRTP incorporates a number of core and specialist competencies designed to provide basic and critical skills for workers in the retail industry. The Certificate IV in Retail Management is specifically designed to provide the skills, knowledge and understanding required by a person working in the management of a small to mid sized retail enterprise. The National Retail Training System The National Retail Training System (NRTS) is designed by the retail industry and is based on the National Retail Competency Standards. Its key features are that it is: Industry driven: It has been developed by the retail industry to suit the specific needs of the industry. Competency based: A wide range of skills that have been identified by the industry are detailed in the National Retail Competency Standards (NRCS). Adaptable: The NRTS has been designed to provide considerable scope to tailor what individual employees need to learn to meet the requirements of a specific business, while still achieving nationally consistent training outcomes. Flexible: The NRTS provides the industry with choices on the training provider, the mode of delivery and where the training happens, either in or out of the workplace. Certificate IV in Retail Management Learner Guide 3

The National Retail Competency Standards The National Retail Competency Standards (NRCS) are the foundation for structured, nationally portable training that is aligned to the Australian Qualifications Framework (AQF). They provide the basis for skill formation now and into the future. The standards promote the ability to apply skills in new situations and changing work situations, rather than only reflecting the tasks currently being performed. Structure of the NRCS In the interests of consistency, national competency standards are expressed in a common format which comprises a: Unit Of Competency and its: Elements Of Competency Performance Criteria Range Of Variables Evidence Guide System Requirements For optimal use of this program you will require the following Hardware IBM compatible computer 300MHz processor 64MB of SDRM 800x600 display 4 Gb hard disk 1.44Mb floppy disk, CD ROM drive Sound card 28.8 k modem or higher (or the Macintosh equivalent) Soft ware, plug ins and players Internet Explorer 5 or Netscape 4.5 or above Macromedia Flash 4 player (http://www.macromedia.com/software/flashplayer/downloads/) Microsoft word (Viewer may be downloaded from http:///www.microsoft.com) Certificate IV in Retail Management Learner Guide 4

Certificate IV In Retail Management. Certificate IV is designed to prepare employees for a leadership role and assumes competency at Certificate III level. There are four related phases in the Certificate IV in Retail Management. In addition, there are a number of specialist elective units to choose from. To achieve a Certificate IV in Retail Management, the following units must be completed and FOUR Integrated Competency Assessments must be successfully finished. ALL essential units from Phases A, B, C and D, and Any TWO units from the electives To achieve the Certificate IV in Retail Management, you will need to successfully complete all four phases as set out below Certificate Structure Phase A ER.5A Assess Workplace Competencies ER.4A Implement Staff Training Phase B PM.3A Phase C O.3A PM.1A PM.2A Phase D PL.1A Electives O.1A O.2A O.4A O.5A I.4A CA.4A F.4A O.6A Lead and Manage People Provide a Safe Working Environment Administer Human Resources Policy Recruit and Select Personnel Manage Financial Resources Manage Merchandise and Store Presentation Manage Sales and Service Delivery Control Store Security/Loss Control Inventory Buy Merchandise Co-ordinate Retail Office Prepare Payroll Manage Store Facilities Certificate IV in Retail Management Learner Guide 5

The units WRRPM.3A in Phase B and unit WRRPL.1A in Phase D are assessed with any other elective unit. Certificate IV Competency Standards This list shows how the units of competency and their related elements are grouped within the four-theme structure of the program. Theme 1 Developing and Recognising Retail Skills WRRER.4a Implement Staff Training ER 4.1 Confirm the Need for Training ER 4.2 Plan and Document Training ER 4.3 Arrange Location and Resources ER 4.4 Notify Trainees ER 4.5 Prepare Trainees ER 4.6 Instruct Trainees ER 4.7 Provide Opportunities ER 4.8 Confirm Trainee has Reached Required Standard of Performance ER 4.9 Evaluate Training ER 4.10 Record Training ER 4.11 Provide Information on Training WRRER.5a Assess Workplace Competencies ER 5.1 Identify and Explain Assessment Context ER 5.2 Plan Evidence Gathering Opportunities ER 5.3 Organise Assessment ER 5.4 Gather Evidence ER 5.5 Make the Assessment Decision ER 5.6 Record Assessment Results ER 5.7 Provide Feedback to Person(s) Being Assessed ER 5.8 Report on the Conduct of the Assessment Theme 2 Leading and Managing People WRRPM.3a Lead and Manage People (Plus One Elective) PM 3.1 Lead the Team PM 3.2 Lead by Example PM 3.3 Develop and Communicate Team Objectives PM 3.4 Establish, Develop and Improve Teams PM 3.5 Develop Self PM 3.6 Delegate Responsibility and Authority PM 3.7 Consult with Team PM 3.8 Support the Team Certificate IV in Retail Management Learner Guide 6

Theme 3 Managing the Human Resource Function WRRPM.1a Administer Human Resources Policy PM 1.1 Implement Staffing Levels PM 1.2 Monitor Staff Performance PM 1.3 Identify and Minimise Potential Industrial Relations Problems PM 1.4 Develop and Implement Training Plans WRRPM.2a Recruit and Select Personnel PM 2.1 Define Future Personnel Requirements PM 2.2 Determine Job Specifications PM 2.3 Recruit Staff PM 2.4 Assess and Select Applicants WRRO.3a Provide a Safe Working Environment O 3.1 Develop Policies to Establish and Maintain a Safe Working Environment O 3.2 Consult with Staff O 3.3 Establish and Maintain a Safe Working Environment O 3.4 Assess Risks O 3.5 Control Risks O 3.6 Establish and Maintain Policies to Deal with Hazardous Events O 3.7 Train Staff O 3.8 Establish and Maintain Record System O 3.9 Evaluate Policies and Procedures Theme 4 Managing Financial Resources WRRPL.1a Manage Financial Resources (Plus One Elective) PL 1.1 Control Costs PL 1.2 Control Budget PL 1.3 Propose Expenditure PL 1.4 Maintain Store Accounting Systems PL 1.5 Prepare Store Sales Budgets PL 1.6 Negotiate Budgets Electives WRRO.1a Manage Merchandise and Store Presentation O 1.1 Manage Store Merchandising O 1.2 Plan and Manage Store Advertising and Promotions O 1.3 Manage Store Pricing Policies O 1.4 Manage Housekeeping WRRO.2a Manage Sales and Service Delivery O 2.1 Maintain and Improve Operations O 2.2 Negotiate Supply of Goods O 2.3 Establish Customer Requirements O 2.4 Provide Productive Work Environment Certificate IV in Retail Management Learner Guide 7

WRRO.5a Control Inventory O 5.1 Manage, Receipt, Dispatch and Storage of Merchandise O 5.2 Manage Stock Control WRRO.4a Control Store Security/Loss O 4.1 Control Store Security Certificate IV in Retail Management Learner Guide 8

How To Begin When you open this program you will see this front page By double clicking on your selected Certificate phase, the list of related units will appear. For example if you select the ELECTIVES you would see the following page You then select the elective Manage Merchandise and Store Presentation by double clicking on the units name. Certificate IV in Retail Management Learner Guide 9

At that point you will be taken to the Scenario for the unit you have selected, in this case The Hardware Hypermarket. The screen will look like this When you are ready to move on, click the Suggested Resources note and a list of activities and related resource content will open. By clicking on any of the items on the list, you will be taken to that selection. Certificate IV in Retail Management Learner Guide 10

Alternative Pathways This program is designed to provide you with a number of learning pathways. So in addition to the suggested pathway described above you may choose to select an alternative pathway by using the task bar at the bottom of your screen. You may choose to enter the program through the SITE MAP The site map shows the relationship between each unit of competency and the certificate structure plus access to Details of the competency Various learning options available for each unit Certificate IV in Retail Management Learner Guide 11

ACTIVITY MENU Select the desired unit, then the desired activity from the menu list OTHER SCENARIOS MENU You can open any scenario by selecting it from the menu Certificate IV in Retail Management Learner Guide 12

RESOURCE LIBRARY PAGE By clicking on your selection for each unit you can select the concept material, list of reference material, external web links Each alternative provides you with access to any unit by selecting the specific learning option/activity you need to build on you current understanding of the topic. Certificate IV in Retail Management Learner Guide 13

Finding Your Way Around The Toolbox This program has been designed to let you move about freely within the unit that you are working on or around the program as a whole. You can move from the text content to the activities or to the related internet sites as you need to. There are a number of navigation tools distributed throughout the program to assist you. These tools include a standard toolbar at the bottom of your screen, the traditional back and forward buttons on you web browser and specific navigation icons. Navigation Icons The specific navigation icons contained in this program and their purposes are as follows If you click on this icon you will go to the instructions for an activity related to the subject you are currently working on. After you have read the instructions for the activity, if you click on this icon it will load and begin the activity. If you click on this icon you will go back to the top of the content page you are currently working with. Program Toolbar In addition to these icons you will see a tool bar at the bottom of each page. This toolbar provides you with direct access to a number of standard functions and connections to other areas of the program at a click of your mouse button. Certificate IV in Retail Management Learner Guide 14

Returns you to the front page of the program Takes you to the discussion board for posting activity answers etc Takes you to the peer chat room Obtain definitions of key terms used in the topic concepts Contains all text information for all units and access to them Home Getting Started Notice Board Chat Help Glossary Scenarios Activity Menu Resource Library Site Map Provides instructions on how to begin using the program Provides information on how to use specific parts of the program. Ie. printing Provides a list of, and access to, all unit scenarios Provides a list of all activities for all units and access to them Shows all units of competency, their phase groupings and access to all related learning options for each unit Navigating Within The Activities As you work through this program, you will be asked to complete a number of learning activities designed to help you apply your skills and knowledge in practical ways. The activity will appear over the instruction page, giving you access back to the content while you do the activity Certificate IV in Retail Management Learner Guide 15

When you launch into an activity it will come up on your screen, blocking out the current text information that you have open. This action does not close your current place in the program, it merely brings the activity forward. When you have completed the activity, or if you wish to return to the text information to review it, or continue through the text information, click the back button on your screen and you will return to your previous place in the program. If you have not closed the activity you can continue to switch between the activity and the text until you are satisfied that you have completed the activity requirements. Resources Learning is a very individual activity. We all learn differently. Each of us have specific requirements that must be met if we are to gain an understanding of the topic. This includes the speed at which we learn as well as the type and number of learning aids we need to use. That is why this program contains a variety of resources designed to support and enhance your learning. We recommend that you use as many of them as you need to gain a sound understanding of the concepts in this certificate program. The resources contained in this program include Printable text based information, World wide web hyperlinks to useful sites, Recommended text book references, Diagrams and pictures, Interactive learning exercises, Work based projects and activities, Each resource has been designed to support, expand and explain the retailing concepts in this certificate program. Certificate IV in Retail Management Learner Guide 16

Topic Information All information relating to the topics in this toolbox is contained in the Resource Library. This information can be accessed from the toolbox at the bottom of your screen or through the suggested resources in each scenario. The information is drawn from a variety of current and reliable sources. You have the choice of either reading through the text on screen or printing out your selections to review at a later time. Moving Through The Resource Information The information pages are set up to allow you to move around them freely to find the specific information that you require. It is not necessary for you to start at the beginning of each section and work your way through each page. Although, this is recommended if you are new to the concepts in that section. Selecting the Page On the left hand side of the screen you will see a number of key headings for that section. By clicking on a selected heading you will be: shown any sub headings related to the main heading taken to the pages that specifically relate to the heading you select The drop down menu on the left hand side of the screen shows headings and sub-headings with each unit. Certificate IV in Retail Management Learner Guide 17

Selecting the Text When you have found the topic you need you can move through the related pages in the same way that you would do in any other text document. You can use the page up or down buttons or arrow keys on your keyboard, the scroll bar on your screen or your mouse. Certificate IV in Retail Management Learner Guide 18

Assessment There are two levels of assessment in the NRTP. These are as follows Unit assessment (based on a specific Unit of competency) Integrated Competency Assessment (based on a group of related units of competency) The NRTP recommends that assessments should be based on the integrated approach. In an Integrated Competency Assessment (ICA), a specified range of related competencies are clustered together to enable the assessment to better reflect a workplace situation. Generally, the ICA is built around a phase of the certificate and fine tuned to incorporate other related skills areas. In your assessment for this program you will be required to provide three forms of evidence to support your competency. The three forms of evidence may be selected from: Direct evidence. This includes, Observation of your work place performance, Demonstration of skills, Role plays. Indirect evidence. This includes, work based projects, written assignments, evaluation of a finished product. Supplementary evidence. This includes, Answering questions, Interviews, a portfolio or logbook. The specific details and requirements of your assessment for this program should be negotiated with your Trainer before you commence the program. Certificate IV in Retail Management Learner Guide 19

Maximising Your Online Learning Learning is a very individual activity. We all learn differently and we each have specific requirements that must be met if we are to gain an understanding of the topic. That is why this program contains a variety of resources designed to support and enhance your learning. Each resource has been designed to support, expand and explain the retailing concepts in this program. You are encouraged to use as many of the resources that you need to learn, understand and apply the concepts involved. These resources include: Printable text based information, World wide web hyperlinks to useful sites, Recommended text book references, Diagrams and pictures, Interactive learning exercises, Work based projects and activities, Learning Activities This program contains a range of learning activities related to each topic and competency in the certificate. The activities are in a variety of formats designed to reinforce your learning and make it interesting. The activities range from traditional question and answer type print questions to interactive multimedia games and simulations. While the number and specific activities that you should complete is negotiable between you and your Trainer we recommend that you complete as many activities as necessary to ensure that you fully understand the underlying concepts for each topic. Icon Learning Prompts Throughout the information pages you will see a number of icon learning prompts on the resource library pages. These icons have been positioned at Certificate IV in Retail Management Learner Guide 20

strategic points to encourage you to think about the information you have just read in a certain way, by relating it to a specific managerial issue. The icons and their meanings are as follows: There are operational issues to consider here. There are financial issues to consider here. You may need to coach your team to achieve this. More information available on the world wide web. How does your store approach this issue? Effective communication is essential here. There are health and safety issues to consider here. You need team commitment to achieve this. Certificate IV in Retail Management Learner Guide 21

Think about this concept before you move on. There are security issues to consider here. Use or develop a checklist to achieve this. You should develop a clear plan to achieve this. Check how this relates to your store procedures. Diagrams The information pages also contain a range of diagrams designed to illustrate the points raised in the material. It is worthwhile to take the time to study these especially if you are having trouble grasping the focus of the text material. Certificate IV in Retail Management Learner Guide 22

Learning Options This program is designed to give you a number of options. Based on your existing level of skills and knowledge you may choose to Work Systematically Through The Unit (recommended for new learners) This requires you start at the beginning of a unit s content and progressively work your way through the material following the appropriate instructions. As you read through the text, you will be asked to complete a series of activities. When you reach this point, use the navigation tools to launch the relevant activity. The front page of each activity contains information on the objectives and how to complete the activity. Read through these carefully before commencing. When you have completed it return to the main text section and continue through the material. Continue these steps until you have completed the unit. Fast Tracking Option (recommended for experienced learners) At the activity menu select the exercise from the unit that you need to complete to either pick up new skills and knowledge or to reinforce your existing knowledge. You can launch the activity by clicking on its title on the menu list. The front page of each activity contains information on the objectives and how to complete the activity. Read through these carefully before commencing. When this is completed, use the navigation tools to return to the activity menu. Interacting With Peers Online learning can be an isolating experience if you allow it to be. To maximise your learning we strongly recommend that you participate in any Certificate IV in Retail Management Learner Guide 23

online discussion groups that are set up. These sessions can provide valuable opportunities to share information with your peers. To further encourage this, there are a number of activities in this program that require you to develop ideas and then post them on the notice board for discussion. This not only provides you with feedback on your ideas, it also enables you to give feedback. This sharing of knowledge and ideas is a valuable part of the learning experience. In Closing This program has been designed to provide a variety of resources, activities and possible pathways for you. Like the retail industry itself, there are no absolutes only possibilities. What works for one person (your customer) may not work for another. Your aim should be to explore and identify the many ways of doing the same task, evaluating the options and then implementing the most effective one for your situation. As a manager, you will be confronted with the differing needs of your employers, collegues and customers on a daily basis. With the necessary skills and knowledge plus, the ability to look for alternatives, evaluate their suitability and implement the most effective strategy, you will have the potential to be a successful retail manager. This toolbox is as much about the application of thinking skills as it is about developing knowledge. Enjoy the journey. The project development team Certificate IV in Retail Management Learner Guide 24