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Issue 6, September 2009

Circulation: 302

To download a copy of this newsletter (or articles) – join http://1rto-lm.groups.live.com To contribute: email kathleen@lifetimesandmilestones.com To be taken off the list - or added to it - : email kathleen@lifetimesandmilestones.com

Welcome! Welcome everyone to another edition of L&M News! I must be getting old because I find it hard to believe that another month has passed and we are only 3 months away from Christmas!!! (Sorry to begin the newsletter with that news!) I’d be interested to know if other people find it as hard as I do to keep update with ‘changes’. It seems like every time you turn around there are new changes in legislation, conditions, systems, departments etc. In this newsletter alone we are highlighting changes in federal employment awards (and the structure of industrial relations departments / commissions), a new set of nationally regulated industries, changes in the national OHS laws not to mention the ongoing developments of VET reform and changes coming in with ‘TAA’. When you combine this with the myriad of state and territory legislation as well as federal legislation I feel like I live with a feeling that every morning I need to check to see what has changed overnight! It almost leaves no time to do your actual work! I am not looking for a solution, I guess there isn’t one. But I’d like to think I’m not alone in feeling this way! Anyway, I guess that is part of what this newsletter tries to do: Share the changes and information, so please feel free to drop me (Kathleen) an email ... AND keep the ‘Possible Opportunities’ ‘Requests for Help’ AND ‘Things of Interest’ coming! Also remember, we have set up a web site/group called 1. RTO L&M which is building quite a decent library and most articles mentioned in this newsletter will also be accessible from there as well. You also have the ability to add to the discussion board.

In this issue…

Breaking news • Federal Awards are being modernised • New set of nationally recognised industries • AND a national licensing system • Mandatory reporting of Domestic Violence for EVERYONE in the NT • National measurement of early childhood development • Who is new in the Zoo  AIRC becomes FWA Possible Opportunities • A full time position available • Do you have writing opportunities? • Admin services available • An E portfolio expert? • Still looking for a collaborator/expert News from us News/updates/did you know? • You cannot collect 2009 data in 2010 • AQTF (2011?) • Public comment on draft OHS legislation • Green is the new black • Roadmap to country • Fitness, beauty and flowers Updates from past newsletters • Copyright • Innovation 2020 Managers • Assessment & teaching of 21st century skills • Promoting VET and Uni alliances • NTIS and training.gov.au • Review of TAA40104 • LL&N qualifications • Business Services Governance qualification review: Indigenous focus • Quality of Assessment Action Group • E-portfolios • Professional conversations Last Bits

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Issue 6, September 2009

Go to http://1rto-lm.groups.live.com and click to be a ‘member’. You’ll be emailed a response. This will be a very open group, so please know everything that is uploaded can be downloaded and viewed by all members! And remember - let us know if there is anything in particular you would like me to upload on this site OR better still, upload anything you think other people may be interested in seeing or knowing about.

Breaking News Federal Awards are being modernised and in 3 months it could affect YOU! A wide range of Federal awards are currently being modernised. According to Fair Work Australia (see who’s new in the Zoo below) “Award modernisation is the process of reviewing and rationalising awards to create a system of 'modern awards’. It is due for completion by 31 December 2009 and modern awards do not take effect until 1 January 2010.” And the Australian Industrial Relations Commission (AIRC) website states “Award modernisation involves the creation of a system of modern awards to operate in conjunction with the new Australian workplace relations system foreshadowed for January 2010. Under a formal Australian Government request, the Australian Industrial Relations Commission (AIRC) is required to complete award modernisation in priority industries and occupations by 31 December 2008 and complete the whole of the award modernisation process by 31 December 2009. Each modern award must be made by an AIRC Full Bench, must operate in conjunction with the National Employment Standards and does not come into effect until 1 January 2010. On this site you will find a range of information including: • a section dedicated to the Full Bench proceedings—providing access to all related documents; • a timetable for the overall process and timetables for each stage; • individual websites for each industry or occupation involved; • quarterly reports by the AIRC President; • research undertaken by the Australian Industrial Registry. From the individual websites it seems that virtually every industry could be affected and it seems sensible that any employer (and employee) should review their status. Of particular note (I think) is the Educational Services (Post-Secondary Education) Award 2010 (view it here) which appears to cover all VET related training staff (as well as others). A number of submissions have been received and it appears there is some controversy around the development and implementation of the award which for the first time appears to bring private VET employers into the ‘award’ system. More information can be found here and you can also subscribe to e updates. Besides this affecting VET employers, any of us training in any industry should also ensure we are up to date with related award conditions (if relevant) as this may impact on the content of our training materials and information. Personally L&M has put this on our December to do list (just another job in 1 million!).

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Issue 6, September 2009

A new set of nationally regulated industries A National Registration and Accreditation Scheme will be fully operational by 1/7/09. The following health professions will be regulated under the new scheme From 1 July 2010: • Chiropractic • Dental (including Dentists, Dental Therapists, Dental Hygienists, Dental Prosthetists and Oral Health Therapists) • Medicine • Nursing and Midwifery • Optometry • Osteopathy • Pharmacy • Physiotherapy • Podiatry • Psychology From 1 July 2012, the following health professions will also be regulated under the new scheme: • Aboriginal and Torres Strait Islander Health Practice • Chinese Medicine • Medical Radiation Practice The Australian Health Practitioner Regulation Agency, AHPRA, will establish and maintain an office in each State and Territory. Registrations and complaints will be handled within the relevant State and Territory office. The State and Territory offices will also provide a simple point of contact for practitioners, students and the public. The scheme contains two types of standards: registration standards and accreditation standards. The national board is responsible for developing registration standards (these cover the requirements for initial registration and the requirements for renewal of registration for each profession) and submitting them to the Ministerial Council for approval. Accreditation standards are developed by the accreditation authority for the profession (either an external body or an internal committee) and submitted to the national board for approval. The proposed National Law imposes on all registered health practitioners and employers a legal obligation to report to the relevant national board any registered health practitioner who has: (a) practised the profession while intoxicated by drugs or alcohol, or (b) engaged in sexual misconduct in connection with their practice of the profession, or (c) placed the public at risk of substantial harm in their practice because they have an impairment, or (d) placed the public at risk of substantial harm because of a departure from accepted professional standards. If a practitioner has formed a reasonable belief that a professional colleague’s conduct is reportable conduct and fails to report to the board in these circumstances, they may be liable for disciplinary action by their board. There will be a Public Interest Assessor appointed by the Ministerial Council to assess complaints and, in conjunction with the relevant national board, decide the action to be taken.

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Issue 6, September 2009

A national website/database will list each practitioner registered under the National Registration and Accreditation Scheme. Professions that are currently registered in some States and Territories but are not included in the new national scheme will not be directly affected and continued registration of these professions will be a matter for the relevant Health Minister in each State and Territory to decide. See here for more information.

AND a national licensing system From Licensing Line News Ed. 67 May 2009 The Council of Australian Governments (COAG) endorsed an Intergovernmental Agreement (IGA) and released a Regulation Impact Statement (RIS) for a national licensing system. The national licensing system will include relevant business and occupational licensing in the following initial occupational areas: • • • • • • •

Air conditioning and refrigeration mechanics Building and building related occupations Electrical Land transport (passenger vehicle drivers and dangerous goods only) Maritime Plumbing and gas fitting Property agents

A national licensing body will be established which will develop policy and administer the system. The national licensing body will be governed by a national licensing board. In turn, occupational licensing advisory committees will be set up to provide advice on licence policy for the occupational areas under the national licensing system. For more information and to access the Intergovernmental Agreement and the Decision Regulation Impact Statement visit the National Licensing website.

Mandatory reporting of domestic violence for EVERYONE in the NT New sections 124 and 125 to the Domestic and Family Violence Act were passed by the Northern Territory Parliament in February 2009 and commenced as of 12 March 2009. This amendment means that adults are required by law to report domestic and family violence if they think someone has been seriously harmed, may be seriously harmed or is being seriously harmed. See here for more information.

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Issue 6, September 2009

First ever national measurement of early childhood development The Minister for Education, Julia Gillard, and Minister for Early Childhood Education, Child Care and Youth, Kate Ellis, announced on 19 September the completion of the first stage of data collection for the Australian Early Development Index (AEDI). As part of the Education Revolution, the Rudd Government is investing $21.9 million in rolling out the Australian Early Development Index nationally. The media release states: “The AEDI will help us paint a better picture of the health and development of Australian children by the time they start school. The AEDI is a population measure that provides information on the development of children at the local community level. Local communities will be able to access the preliminary results for their community online from December 2009. The results will help the Government provide better targeted services and support for all children in their early years and their families.” View more information here.

Who is new in the Zoo AIRC becomes FWA The Australian Industrial Relations Commission (AIRC) will continue to operate until 31 December 2009. During the transition period the AIRC will complete award modernisation and other matters relating to the period before 1 July 2009 (hence its role in the new Award: see above). Fair Work Australia (FWA) commenced on 1 July 2009. It is the new national workplace relations tribunal. It is an independent body with power to carry out a range of functions relating to: • • • • • •

the safety net of minimum wages and employment conditions enterprise bargaining industrial action dispute resolution termination of employment other workplace matters

For more information see here.

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Issue 6, September 2009

Possible Opportunities A Full time position available Randall Smith, Managing Director of Train to Succeed, has advised us that he has a permanent, full-time position with an attractive package which involves selling traineeships. It is advertised here on SEEK. If you are interested be sure to look it up!

Do you have any writing opportunities available? One of our colleagues, Jacinta Stewart, is looking to take on some contract work on the side. In her words: “Nothing too elaborate, but I have been writing learning materials and assessments for my own organisation for over a decade, and have decided to branch out!” So if you or anyone you know needs a ‘writer’, email Jacinta on jstewart2020@gmail.com or give her a call on 0432013573.

Possible possible future opportunity – an e-portfolio ‘expert’ I am just curious if anyone in our network have moved (or are considering moving) into being a ‘professional’ e-portfolio developer/ manager/ writer for people? (A bit like a professional CV/Resume writer – but I imagine more on an ongoing basis.) I am wondering 2 things... a) If anyone is or is thinking about being the ‘expert/service provider’ and b) If anyone else would use such services. If you have anything to say about this idea please either let me know - or pop it up on the L&M RTO website.

Still looking for a ‘collaborator / expert’ Kathleen Zarubin has the opportunity to undertake some writing assignments in the area of Case Management, clients with complex needs and in possibly clients with dementia. If this is your area of expertise and you could be interested in having input the resource (for the purposes of professional development!) then please drop me an email at kathleen.zarubin@bigpond.com. Do not forget: Let others know about YOUR Opportunities and Needs!!

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Issue 6, September 2009

News from us Tweet Tweet I did it – just to see what all the fuss was about... I made a Twitter account (and I think I have only been on it about 3 times). Now I love Facebook (funny - it actually lets me spy on my adult children and see what they really up to... and not get into trouble for it!). It also lets me catch up with long lost friends and just have a sense of knowing what is going on in other people’s lives - which we often talk about when we see each other face to face! Anyway... so I have a Twitter account but I don’t really use it. I’d love to hear if you do Twitter – and apparently it really can bring benefits, like this article in Anthill where a number of business people in the same area had up a ‘tweetup’ and established a local business group!

Well there is only news from me – but next time I’d love to put more in from other people. It can be what you are working on, what really annoys you! Or anything you’d like. Just email in... If we do not get anything for the next newsletter we will delete this section. (But remember this could be a great way to get some professional development recorded! All you need to do is share something and you can record it as peer sharing / mentoring!)

So let me know if you do Twitter - or what you think about it?

News/updates/did you know? You can NOT collect 2009 Data in 2010! Any of us working for RTOs need to ensure that we have a system in place to gather our compulsory data from the learner and employer surveys by end of this year. With only 3 months to go, planning for this activity at least has to be a priority! (But it may all change again in 2011 – see below!) From ChalkPort AQTF eNEWS 14/9/09. Click here to view.

AQTF (2011???) At the end of 2010 it is proposed that there will be a full review of AQTF. Quality Indicators for Registering and Course Accrediting Bodies are being developed by KPMG and are expected to be presented to the NQC at its September meeting. The Action Group is monitoring the implementation of the AQTF Quality Indicators for RTOs during their transitional period to June 2010 and a review of these indicators is planned for later in 2010. Registering and Course Accrediting Bodies are undertaking benchmarking activities to address findings from the Formative Evaluation of the Implementation of the AQTF 2007 report (2008). These activities will identify any need for the review and development of national guidelines in 2010 prior to the full review of the AQTF proposed at the end of 2010. Read more here.

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Issue 6, September 2009

Public comment period on draft model OHS legislation opening soon In late September, Safe Work Australia will be releasing the draft model Occupational Health and Safety (OHS) legislation for public comment. The suite of documents available for public comment includes a model Act, discussion paper, administrative Regulations and the consultation Regulation Impact Statement. These documents will be made available on www.safeworkaustralia.gov.au at the end of September for a period of six weeks. The new model OHS legislation will impact all Australian workplaces. Your support and opinions are needed to ensure the model OHS legislation is relevant and applicable to all Australian industry representatives, employers and employees. For more information on the model legislation, click here.

Green is the new black Terms like sustainability, climate change green skills etc have been talked about for a while now. Below are three green-related projects, programs and possible opportunities. 1. Certified Assessor for the Green Loans Program (a new career?) Certified Household Sustainability Assessors can operate in a number of key areas. The largest program requiring certified household sustainability assessors is the Australian Government Green Loans Program. For more information, see here. Green Loans is a new Australian Government initiative to help Australians tackle climate change. The Green Loans Program assists Australian families to install solar, water saving, and energy efficient products. The Green Loans Program provides: • Detailed, quality Home Sustainability Assessments; and • Access to interest free Green Loans of up to $10,000 each to make the changes recommended in the assessment. And while a number of organisations are providing information and training to become a Green Loan Assessor/Home Sustainability Assessor, here is one website with some additional information. 2. Green Small Business Incentive program (only available in NSW) Information on the Green Small Business Incentive program is available here. Basically, training subsidies are available for Registered Training Organisations to deliver eligible green skills courses for small business. Green Small Business Incentives of up to $1,000 per training place are available to support the take-up of green training by NSW small businesses. The program is available from July 2009 to June 2011.

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Issue 6, September 2009 3. Environmental Sustainability: An Industry Response Environmental sustainability requires the design and provision of products and services that incorporate and promote waste minimisation and the efficient and effective use and reuse of resources. The eleven Industry Skills Councils (ISCs) have prepared a response to the question of environmental sustainability. The collective response, as well as individual responses from each ISC, has been produced as an E zine, enabling you to read the report online. You can read it, create a PDF or print selected pages from the report. View the E zine here. The beginning of the executive summary states: ”As a collective, Industry Skills Councils are concerned at the absence of an overarching picture and broad understanding of how the skills relating to sustainable practice are being developed and embedded within industry. The issue is clearly complex. But good policy formation is evidentiary based and must consider not only the written word but the unwritten sensitivities which will ultimately determine its success. It is in this context - amid a growing debate on ‘green skills’ and a worrying plethora of accredited courses and policy - that the ISCs have commissioned this report into the drivers and sensitivities of industry’s shift towards sustainable practice, and what work is already in place by ISCs to support the shift.” It is actually quite a heavy read and formatted in a very annoying non-user-friendly/non-readable manner – but it has a number of examples that are interesting. The actual value of the document will be, presumably, on what comes next...

Roadmap to Country Roadmap to Country is an initiative undertaken by Service Skills Australia as a project funded under the Australian Government’s Industry Training Strategies Program, administered by the Department of Education, Employment and Workplace Relations. The project focused on delivering training on country in the two remote Queensland Communities of Doomadgee in the Lower Gulf of Carpentaria and Kubin on the Torres Strait Island of Moa. It was 18 months in duration and had 4 stages. Stage 1: Project Establishment Jan – Mar 08 Stage 2: Consultation and Scoping. Mar – August 08 [originally Mar - July] Stage 3: Implementation and Resource Development. September 08 – Apr 09 Stage 4: Product Testing and Project Closeout. May – June 09 The overall mission of the project was to engage Indigenous Australians in VET programs by listening and consulting with the communities as to their needs and expectations. This at times challenged project plans and formal contracts, but remained the focus of the project team. It also added value to the learning that occurred for all stakeholders. The project team had to remain flexible, responsive and focused on the individual needs and impacts of each Community. To read more details of the project visit the wonderful website.

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Issue 6, September 2009

Fitness, beauty and flowers! According to the September 2009 email update of Service Skills Australia: A) The Fitness Training Package Review is in the drafting phase. If you have any enquiries, please contact Katrina O’Hare kohare@serviceskills.com.au. B) The revised components of the Beauty training package will be available for validation by stakeholders in October. For more information, contact Karen Banks on 02 8243 1200 or kbanks@serviceskills.com.au. C) Revised Floristry draft competency standards (and a qualification structure consisting of four qualifications) are also available for stakeholder consultation. If you would like to discuss these drafts please contact Karen Banks on 02 8243 1200 or kbanks@serviceskills.com.au.

Updates Updatefrom s frPast omNewsletters Past Newsletters

Copyright – BUT (maybe) Not as You Know It!

Copyright In the last newsletter we featured information about copyright. IF you haven’t already, I strongly recommend that you take a moment NOW to contact Sue direct and have a chat about your situation. You might be surprised about what you actually really need to do.

Contact Sue Attar - CAL Phone: 02 9394 7644 Toll free: 1800 066 844 Email sattar@copyright.com.au

Innovation, 2020 Managers, FLM and Marketing, Advertising & Sales: Now all rolled into one! Four interrelated projects have recently been completed by IBSA as part of its continuous improvement process for BSB07 Business Services Training Package: • • • •

Innovation Systems Manager 2020 Principles Frontline Management (qualification review) Marketing, Advertising and Sales (scoping exercise).

The outcomes of these projects have now been consolidated into one project that will involve making changes to the BSB07 Business Services Training Package to address current and emerging industry and enterprise skilling requirements and trends. The project will address current and emerging skill needs for managers, as well as fostering innovation as a driving factor in the Australian workforce. The project is expected to commence in late October 2009 and is to be completed 31 July 2010. IBSA is now seeking submissions from interested organisations or individuals to undertake this project. You can access the project brief by clicking here. Proposals must be submitted by COB Friday 2 October 2009. While it is probably too late for any of our readers to submit a submission, reading the brief itself is of interest. We assume this topic will be ‘renamed’ (surely they can’t keep calling it by the 4 project names!). We will let you when/if we hear of any further developments. Interestingly, the project that looked at FLM seemed at one time to have a sense of urgency. Now it seems that no new changes will be implemented until late next year at the earliest.

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Issue 6, September 2009

The Assessment and Teaching of 21st Century Skills (ATC21S) project This project was outlined in the last newsletter. On the project’s website they have a ‘keep me informed’ submission area and have just released a Project Update (August 2009), which you can view here. It will be interesting to see what if any synergies develop between this project and the IBSA project outlined above...

What does 21st century learning look like? Leading technology companies outlined their vision of 21st century learning environments and how they are being adapted into the education system across all sectors. This seminar, showcasing leading edge technology in education, was held on 11 September 2009, and featured speakers from Microsoft, CISCO, Telstra, Adobe, and Futurist Mark Pesce. Listen to audio files of the presentations in mp3 format here.

Promoting VET& Uni alliances As we have mentioned a few times in the past newsletters, there is a major shift toward making VET & Uni transitions ‘seamless’. The Canberra Institute of Technology (CIT) recently issued an article in their newsletter CIT Industry Connection August 2009 highlighting the articulation agreements (they have over 150) between themselves and University of Canberra (UC). This type of promotion is becoming more apparent and it has implication for small private RTOs who may not be able to undertake such alliances. What do you think?

And an international perspective? Robin Shreeve, Principal and Chief Executive of City of Westminster College in the United Kingdom (UK), presented at a seminar on developments in vocational education and training in the UK, where VET is known as the skills or further education (FE) sector. The presentation entitled ‘Some ideas from England: A practitioner’s perspective’ has the following key messages: • The English and Australian systems, while sharing some similarities, have distinct differences socially, economically and politically. • One of the biggest differences between Australian technical and further education (TAFE) institutes and English FE colleges is the student profile. In the UK over 40% of students use FE colleges as the primary pathway to gain university entrance rather than as direct preparation for a job. • Foundation degrees in the UK (equivalent to the first two years of a bachelor degree) are largely delivered by FE colleges and offer a ‘cross over’ level qualification between VET and higher education. This model is worth considering in Australia if we are to increase articulation into higher education. • Course success rates are used as a key performance measure for FE colleges. Used appropriately, they emphasise learner achievement and clearly affect institutions’ behaviour. Read the whole article here.

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Issue 6, September 2009

NTIS & Training.gov.au: Delay indefinitely or back to square one? As we all know the NTIS website was going to be superseded by Training.gov.au. It appears this project is now ‘going back to market’(?) and as such there is no timeline of completion. Personally I am just not going to think about this anymore until it says it really is happening and when! See here for more information.

Review of TAA40104 Certificate IV Training and Assessment IBSA Review As outlined in the last newsletter IBSA ‘announced’ a series of proposed changes to the both the qualification TAA40104 Certificate IV Training and Assessment and the training package (qualification) overall. On 17/9/09 this project blog still states “Please note that work has begun on the development of the units and the User Guide. When completed, they will be placed on our website and feedback will be invited.” View it here. We will keep a watching brief on this and let you know any further developments. (Please let us know if you hear of anything!) NCVER: Practitioner experiences and expectations with the Certificate IV in Training and Assessment And in the eNewsletter (Issue 35, Sept 2009) from the National Centre for Vocational Education Research there is an article called Training the trainers: Is it working? that begins with the question, “How effective is the current qualification in Certificate IV Training and Assessment (TAA04) in developing competencies in training and assessment?” Due for completion in late 2010, Clayton’s project looks at whether practitioners believe the qualification provides an effective foundation for the delivery and assessment of training in the VET environment. In the interim, a discussion paper has been written which will be available shortly. This will provide a history of the TAA04 and outline some of the key issues, such as uneven quality, inconsistencies in delivery and the perceived inability to meet the skills and knowledge needs of trainers in workplaces or teachers in institutional settings. The report Practitioner experiences and expectations with the Certificate IV in Training and Assessment is noted as a work in progress here. And when the findings are available, subscribe to NCVER News to be informed.

Language, literacy and numeracy qualifications As mentioned last newsletter, Innovation and Business Skills Australia (IBSA) is developing a vocational graduate certificate and a vocational graduate diploma in language, literacy and numeracy (LL&N). The fourth and final draft for Developing a Vocational Graduate Certificate and a Vocational Graduate Diploma in Language, Literacy and Numeracy WAS available for review and can be accessed through the IBSA Review and Feedback Register (login required). The deadline for feedback was COB Friday 4 September 2009. And now it appears that this information is no longer available online, nor is there any information about possible implementation dates.

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Issue 6, September 2009

So - if you would like further information regarding this project, or would like to be consulted throughout the project please contact Robert Bluer on robert@ibsa.org.au or Maria Deak on maria@ibsa.org.au.

Business Services Governance Qualification Review – Indigenous focus By September there is supposed to be a progress report submitted to IBSA - however this does not appear to be available. No further information seems available - however a number of consultations are supposed to have occurred. We would be interested in hearing if YOU have been involved in any of these. If you would like further information regarding the project see here, or contact Rohit Gupta – Industry Manager: rohit@ibsa.org.au, or Anna Ridgway – Project Officer: anna@ibsa.org.au.

Quality of Assessment Action Group This group was supposed to have a report on the report ‘Alternative Frameworks for the Recognition of Workplace Learning’ (available here) with respect to the recommendations in this report. “At its June meeting, the NQC endorsed the report Alternative Frameworks for the Recognition of Workplace Learning and agreed to publish the report noting that its recommendations are currently under consideration by the NQC and it should not be assumed they will necessarily be implemented. The NQC also decided to seek a joint approach between the NQC and the AQFC to consider recommendations from the report. The report will shortly be available on the NQC website.” As of 17/9/09 – it is not available on their website. If we hear anything, we will let you know - and please let us know if you find it!

Do you have an E-portfolio? Last time I said: “I would LOVE to be able to share a few examples from people who have already embraced ‘E-Portfolios’”. So far no one has responded - which I guess means either none of us have one (or are prepared to share it?) or perhaps people just got too busy to respond. So once again I’d thought I’d ask! Please let me know if you do and give me permission to note it in the next newsletter (so we can all see examples and learn from you) - and I would also like to be able to link it up on our L&M RTO website. Also, please see the comment in Possible opportunities.

Professional conversations and places to have them In the last newsletter we highlighted the importance of having professional conversations, and identified a few places to have them, such as our L&M RTO website and the IBSA wiki. We also mentioned LinkedIn (you can find me at http://www.linkedin.com/in/kathleenzarubin), and there’s also a group called eMarketing Association Network. There is also a group for CEOs and their current discussion is ‘Age Discrimination - What has been your experience?’ You can check it out here.

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Issue 6, September 2009

Last Bits The cost of a lost customer: the “ripple effect” There was a very interesting article about the importance of keeping customers happy in the September 17 issue of ‘Winning at Work’ newsletter. The author, Sean Belding, observes how the cost of a lost customer used to be calculated by using the ‘Ripple effect’, which estimates that an unsatisfied customer may tell 830 other people about their dissatisfaction. In today’s world, however, the calculation is much more terrifying: with social networking, You Tube and other such mediums, the number of people an unhappy customer could reach can run into the millions. Read the article and subscribe to the newsletter here.

A slippery slide! OK, I am hoping that I am not passing on inaccurate information but... Most likely like me you have seen this ‘incredible video’ of a huge slide and a bloke landing in a little pool...

I actually saw it on Face book, and 2 things: I wondered if it could possibly be real, and in the version I saw (as someone else commented on Anthill’s site), the last frame that says “Megawoosh” had been removed. Then I read in Anthill Magazine that this is actually an advertisement for Microsoft – for its project management software. See their website! I am not 100% sure what I want to say about this! But the messages we receive (and even how they are manipulated, e.g. the last frame being deleted – is obviously changing. So our questions should be, a) not only is it real or fake (and I am still not sure about that one) but also b) hang on! Who made this and what are they really advertising?!

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Issue 6, September 2009

Feedback As always, thanks to these great people for providing such positive feedback – we’re really happy you’re finding the newsletter valuable!

“Thanks so much for the newsletter, it is always so informative… and it covers so much information in great detail... I have forwarded it on to many people my network. Thanks again for such a great resource! -Jacinta Stewart, Training & Assessment Coordinator Impact Training Centre

As always, I enjoyed reading your newsletter with much interest. Thank you for all of your efforts, you are a GEM! - Sarah Yip

Thank you!! Well – that’s it for the September edition of L&M Network News. Thanks to everyone who contributed and provided feedback and suggestions. I hope you found something of value. See you next month...and don’t forget to send in anything you’d like included.

Kathleen Zarubin

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L&M News 6 Sep 2009