<?xml version="1.0" encoding="utf-8"?><bwFrame xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" default_layout="npnxnsnfns00000100000" textdirection="ltr" device="false" kbshortcuts="false" outputtype="ap"><layouts><layout name="npnxnsnfns00000100000" font="Segoe UI Semilight" controllayout="npnxnsnfns00000100000" colorscheme="npnxnsnfns00000100000" string_table="npnxnsnfns00000100000" /><layout name="pxnsnfns00000100000" font="Segoe UI Semilight" controllayout="pxnsnfns00000100000" colorscheme="npnxnsnfns00000100000" string_table="npnxnsnfns00000100000" /><layout name="pxnsnfns00000100001" font="Segoe UI Semilight" controllayout="pxnsnfns00000100001" colorscheme="npnxnsnfns00000100000" string_table="npnxnsnfns00000100000" /><layout name="npnxsnfns00000100000" font="Segoe UI Semilight" controllayout="npnxsnfns00000100000" colorscheme="npnxnsnfns00000100000" string_table="npnxnsnfns00000100000" /><layout name="npxnsnfns00000100000" font="Segoe UI Semilight" controllayout="npxnsnfns00000100000" colorscheme="npnxnsnfns00000100000" string_table="npnxnsnfns00000100000" /><layout name="pxnsnfs00000100000" font="Segoe UI Semilight" controllayout="pxnsnfs00000100000" colorscheme="npnxnsnfns00000100000" string_table="npnxnsnfns00000100000" /><layout name="pxnsnfs00000100001" font="Segoe UI Semilight" controllayout="pxnsnfs00000100001" colorscheme="npnxnsnfns00000100000" string_table="npnxnsnfns00000100000" /><layout name="npnxsnfns00000100001" font="Segoe UI Semilight" controllayout="npnxsnfns00000100001" colorscheme="npnxnsnfns00000100000" string_table="npnxnsnfns00000100000" /><layout name="npxnsnfns00000100001" font="Segoe UI Semilight" controllayout="npxnsnfns00000100001" colorscheme="npnxnsnfns00000100000" string_table="npnxnsnfns00000100000" /><layout name="npnxnsnfns00000100001" font="Segoe UI Semilight" controllayout="npnxnsnfns00000100001" colorscheme="npnxnsnfns00000100000" string_table="npnxnsnfns00000100000" /><layout name="npnxnsfns00000100001" font="Segoe UI Semilight" controllayout="npnxnsfns00000100001" colorscheme="npnxnsnfns00000100000" string_table="npnxnsnfns00000100000" /></layouts><control_options><optiongroups><optiongroup name="sidebaroptions"><options><option name="title_enabled" value="false"><options><option name="title_text" value="BSBCMM301" /></options></option><option name="logo_enabled" value="true"><options><option name="logo_url" value="presentation_content/logo.swf"><properties><property name="width" value="166" /><property name="height" value="71" /></properties></option><option name="html5_logo_url" value="mobile/6jF4G24c38U.png" /></options></option><option name="sidebar_enabled" value="false"><options><option name="sidebarpos" value="left" /></options></option><optionlist name="tabs"><listitems><listitem name="glossary" value="false" group="linkleft" /><listitem name="resources" value="true" group="linkright" /><listitem name="outline" value="true" group="sidebar" /><listitem name="transcript" value="false" group="sidebar" /></listitems></optionlist><option name="time_enabled" value="false"><options><option name="time_format" value="totalelapsed" /></options></option><option name="info_enabled" value="false"><options><option name="default" value="default" /></options></option><option name="video_enabled" value="false"><options><option name="height" value="135" /></options></option></options></optiongroup><optiongroup name="menuoptions"><options><option name="flow" value="free" /><option name="wraplistitems" value="false" /><option name="tooltips" value="true" /><option name="autocollapse" value="true" /><option name="autonumber" value="true" /><option name="levelbehavior" value="reached" /><option name="levelrestriction" value="unrestricted" /><option name="enableresultsicons" value="false" /></options></optiongroup><optiongroup name="controls"><options><option name="volume" value="false" /><option name="seekbar" value="false"><options><option name="readonly" value="true" /></options></option><option name="search" value="false" /><option name="replay" value="false" /><option name="pauseplay" value="false" /><option name="enableKeyboardShortcuts" value="false" /><option name="elapsedandtotaltime" value="false" /><option name="use_fixed_output_size" value="true" /><option name="output_size_scale_percent" value="100" /></options></optiongroup><optiongroup name="bottombaroptions"><options><option name="bottombar_enabled" value="true" /></options></optiongroup></optiongroups></control_options><control_layouts><control_layout name="npnxnsnfns00000100000"><control name="volume" enabled="false" /><control name="seekbar" enabled="false" /><control name="replay" enabled="false" /><control name="pauseplay" enabled="false" /><control name="logo" enabled="false" /><control name="previous" enabled="false" /><control name="next" enabled="false" /><control name="submit" enabled="false" /><control name="finish" enabled="false" /><control name="submitall" enabled="false" /><control name="resources" enabled="true" /><control name="glossary" enabled="false" /><control name="transcript" enabled="false" /><control name="outline" enabled="false"><controls><control name="search" enabled="false" /></controls></control><control name="close_btn" enabled="false" /></control_layout><control_layout name="pxnsnfns00000100000"><control name="volume" enabled="false" /><control name="seekbar" enabled="false" /><control name="replay" enabled="false" /><control name="pauseplay" enabled="false" /><control name="logo" enabled="false" /><control name="previous" enabled="true" /><control name="next" enabled="true" /><control name="submit" enabled="false" /><control name="finish" enabled="false" /><control name="submitall" enabled="false" /><control name="resources" enabled="true" /><control name="glossary" enabled="false" /><control name="transcript" enabled="false" /><control name="outline" enabled="false"><controls><control name="search" enabled="false" /></controls></control><control name="close_btn" enabled="false" /></control_layout><control_layout name="pxnsnfns00000100001"><control name="volume" enabled="false" /><control name="seekbar" enabled="false" /><control name="replay" enabled="false" /><control name="pauseplay" enabled="false" /><control name="logo" enabled="false" /><control name="previous" enabled="true" /><control name="next" enabled="true" /><control name="submit" enabled="false" /><control name="finish" enabled="false" /><control name="submitall" enabled="false" /><control name="resources" enabled="true" /><control name="glossary" enabled="false" /><control name="transcript" enabled="false" /><control name="outline" enabled="false"><controls><control name="search" enabled="false" /></controls></control><control name="close_btn" enabled="true" /></control_layout><control_layout name="npnxsnfns00000100000"><control name="volume" enabled="false" /><control name="seekbar" enabled="false" /><control name="replay" enabled="false" /><control name="pauseplay" enabled="false" /><control name="logo" enabled="false" /><control name="previous" enabled="false" /><control name="next" enabled="false" /><control name="submit" enabled="true" /><control name="finish" enabled="false" /><control name="submitall" enabled="false" /><control name="resources" enabled="true" /><control name="glossary" enabled="false" /><control name="transcript" enabled="false" /><control name="outline" enabled="false"><controls><control name="search" enabled="false" /></controls></control><control name="close_btn" enabled="false" /></control_layout><control_layout name="npxnsnfns00000100000"><control name="volume" enabled="false" /><control name="seekbar" enabled="false" /><control name="replay" enabled="false" /><control name="pauseplay" enabled="false" /><control name="logo" enabled="false" /><control name="previous" enabled="false" /><control name="next" enabled="true" /><control name="submit" enabled="false" /><control name="finish" enabled="false" /><control name="submitall" enabled="false" /><control name="resources" enabled="true" /><control name="glossary" enabled="false" /><control name="transcript" enabled="false" /><control name="outline" enabled="false"><controls><control name="search" enabled="false" /></controls></control><control name="close_btn" enabled="false" /></control_layout><control_layout name="pxnsnfs00000100000"><control name="volume" enabled="false" /><control name="seekbar" enabled="false" /><control name="replay" enabled="false" /><control name="pauseplay" enabled="false" /><control name="logo" enabled="false" /><control name="previous" enabled="true" /><control name="next" enabled="true" /><control name="submit" enabled="false" /><control name="finish" enabled="false" /><control name="submitall" enabled="true" /><control name="resources" enabled="true" /><control name="glossary" enabled="false" /><control name="transcript" enabled="false" /><control name="outline" enabled="false"><controls><control name="search" enabled="false" /></controls></control><control name="close_btn" enabled="false" /></control_layout><control_layout name="pxnsnfs00000100001"><control name="volume" enabled="false" /><control name="seekbar" enabled="false" /><control name="replay" enabled="false" /><control name="pauseplay" enabled="false" /><control name="logo" enabled="false" /><control name="previous" enabled="true" /><control name="next" enabled="true" /><control name="submit" enabled="false" /><control name="finish" enabled="false" /><control name="submitall" enabled="true" /><control name="resources" enabled="true" /><control name="glossary" enabled="false" /><control name="transcript" enabled="false" /><control name="outline" enabled="false"><controls><control name="search" enabled="false" /></controls></control><control name="close_btn" enabled="true" /></control_layout><control_layout name="npnxsnfns00000100001"><control name="volume" enabled="false" /><control name="seekbar" enabled="false" /><control name="replay" enabled="false" /><control name="pauseplay" enabled="false" /><control name="logo" enabled="false" /><control name="previous" enabled="false" /><control name="next" enabled="false" /><control name="submit" enabled="true" /><control name="finish" enabled="false" /><control name="submitall" enabled="false" /><control name="resources" enabled="true" /><control name="glossary" enabled="false" /><control name="transcript" enabled="false" /><control name="outline" enabled="false"><controls><control name="search" enabled="false" /></controls></control><control name="close_btn" enabled="true" /></control_layout><control_layout name="npxnsnfns00000100001"><control name="volume" enabled="false" /><control name="seekbar" enabled="false" /><control name="replay" enabled="false" /><control name="pauseplay" enabled="false" /><control name="logo" enabled="false" /><control name="previous" enabled="false" /><control name="next" enabled="true" /><control name="submit" enabled="false" /><control name="finish" enabled="false" /><control name="submitall" enabled="false" /><control name="resources" enabled="true" /><control name="glossary" enabled="false" /><control name="transcript" enabled="false" /><control name="outline" enabled="false"><controls><control name="search" enabled="false" /></controls></control><control name="close_btn" enabled="true" /></control_layout><control_layout name="npnxnsnfns00000100001"><control name="volume" enabled="false" /><control name="seekbar" enabled="false" /><control name="replay" enabled="false" /><control name="pauseplay" enabled="false" /><control name="logo" enabled="false" /><control name="previous" enabled="false" /><control name="next" enabled="false" /><control name="submit" enabled="false" /><control name="finish" enabled="false" /><control name="submitall" enabled="false" /><control name="resources" enabled="true" /><control name="glossary" enabled="false" /><control name="transcript" enabled="false" /><control name="outline" enabled="false"><controls><control name="search" enabled="false" /></controls></control><control name="close_btn" enabled="true" /></control_layout><control_layout name="npnxnsfns00000100001"><control name="volume" enabled="false" /><control name="seekbar" enabled="false" /><control name="replay" enabled="false" /><control name="pauseplay" enabled="false" /><control name="logo" enabled="false" /><control name="previous" enabled="false" /><control name="next" enabled="false" /><control name="submit" enabled="false" /><control name="finish" enabled="true" /><control name="submitall" enabled="false" /><control name="resources" enabled="true" /><control name="glossary" enabled="false" /><control name="transcript" enabled="false" /><control name="outline" enabled="false"><controls><control name="search" enabled="false" /></controls></control><control name="close_btn" enabled="true" /></control_layout></control_layouts><colorschemes><colorscheme name="npnxnsnfns00000100000"><color_group name="infopanel"><group_colors><color name="link_text"><fill type="linear" rotation="90"><colors><color rgb="0x7C2280" alpha="100" stop="0" /></colors></fill></color><color name="link_hover"><fill type="linear" rotation="90"><colors><color rgb="0x0000EE" alpha="100" stop="0" /></colors></fill></color><color name="bg"><fill type="linear" rotation="90"><colors><color rgb="0xFFFFFF" alpha="100" stop="0" /></colors></fill></color><color name="shadow"><fill type="linear" rotation="90"><colors><color rgb="0xB8B8B8" alpha="100" stop="0" /></colors></fill></color><color name="name_text"><fill type="linear" rotation="90"><colors><color rgb="0x444444" alpha="100" stop="0" /></colors></fill></color><color name="title_text"><fill type="linear" rotation="90"><colors><color rgb="0x999999" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="infopanelpopup"><group_colors><color name="link_text"><fill type="linear" rotation="90"><colors><color rgb="0x7C2280" alpha="100" stop="0" /></colors></fill></color><color name="link_hover"><fill type="linear" rotation="90"><colors><color rgb="0x0000EE" alpha="100" stop="0" /></colors></fill></color><color name="bg"><fill type="linear" rotation="90"><colors><color rgb="0xE9E9E9" alpha="100" stop="0" /><color rgb="0xCFCFCF" alpha="100" stop="255" /></colors></fill></color><color name="shadow"><fill type="linear" rotation="90"><colors><color rgb="0xB8B8B8" alpha="100" stop="0" /></colors></fill></color><color name="name_text"><fill type="linear" rotation="90"><colors><color rgb="0x444444" alpha="100" stop="0" /></colors></fill></color><color name="bio_text"><fill type="linear" rotation="90"><colors><color rgb="0x999999" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="timer"><group_colors><color name="duration"><fill type="linear" rotation="90"><colors><color rgb="0x00D7FF" alpha="100" stop="0" /><color rgb="0x00ABFF" alpha="100" stop="255" /></colors></fill></color><color name="elapsed"><fill type="linear" rotation="90"><colors><color rgb="0xFEE347" alpha="100" stop="0" /><color rgb="0xFCCC2A" alpha="100" stop="255" /></colors></fill></color><color name="stroke"><fill type="linear" rotation="90"><colors><color rgb="0xC7C7C7" alpha="100" stop="0" /></colors></fill></color><color name="inner"><fill type="linear" rotation="90"><colors><color rgb="0xFFFFFF" alpha="100" stop="0" /></colors></fill></color><color name="text"><fill type="linear" rotation="90"><colors><color rgb="0x555555" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="window"><group_colors><color name="text"><fill type="linear" rotation="90"><colors><color rgb="0x555555" alpha="100" stop="0" /></colors></fill></color><color name="inner"><fill type="linear" rotation="90"><colors><color rgb="0xEAEAEA" alpha="100" stop="0" /><color rgb="0xCFCFCF" alpha="100" stop="255" /></colors></fill></color><color name="bg"><fill type="linear" rotation="90"><colors><color rgb="0xF3F3F3" alpha="100" stop="0" /></colors></fill></color><color name="diva"><fill type="linear" rotation="90"><colors><color rgb="0xF7F7F7" alpha="100" stop="0" /></colors></fill></color><color name="divb"><fill type="linear" rotation="90"><colors><color rgb="0xD3D3D3" alpha="100" stop="0" /></colors></fill></color><color name="shadow"><fill type="linear" rotation="90"><colors><color rgb="0x000000" alpha="20" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="editor"><group_colors><color name="slide_text"><fill type="linear" rotation="90"><colors><color rgb="0x555555" alpha="100" stop="0" /></colors></fill></color><color name="html_text"><fill type="linear" rotation="90"><colors><color rgb="0x444444" alpha="100" stop="0" /></colors></fill></color><color name="btn_bg"><fill type="linear" rotation="90"><colors><color rgb="0xF5F5F5" alpha="100" stop="0" /><color rgb="0xC7C7C7" alpha="100" stop="255" /></colors></fill></color><color name="btn_hover"><fill type="linear" rotation="90"><colors><color rgb="0xF2F2F2" alpha="100" stop="0" /><color rgb="0xAFAFAF" alpha="100" stop="255" /></colors></fill></color><color name="btn_down"><fill type="linear" rotation="90"><colors><color rgb="0xC7C7C7" alpha="100" stop="0" /><color rgb="0xF4F4F4" alpha="100" stop="255" /></colors></fill></color><color name="btn_border"><fill type="linear" rotation="90"><colors><color rgb="0xB1B1B1" alpha="100" stop="0" /></colors></fill></color><color name="btn_text"><fill type="linear" rotation="90"><colors><color rgb="0x353535" alpha="100" stop="0" /></colors></fill></color><color name="btn_text_shadow"><fill type="linear" rotation="90"><colors><color rgb="0xF0F0F0" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="listitem"><group_colors><color name="selected_text"><fill type="linear" rotation="90"><colors><color rgb="0x353535" alpha="100" stop="0" /></colors></fill></color><color name="lines"><fill type="linear" rotation="90"><colors><color rgb="0xDFDFDF" alpha="100" stop="0" /></colors></fill></color><color name="hover"><fill type="linear" rotation="90"><colors><color rgb="0xE6E6E6" alpha="100" stop="0" /></colors></fill></color><color name="viewed"><fill type="linear" rotation="90"><colors><color rgb="0x909090" alpha="100" stop="0" /></colors></fill></color><color name="text"><fill type="linear" rotation="90"><colors><color rgb="0x353535" alpha="100" stop="0" /></colors></fill></color><color name="selected"><fill type="linear" rotation="90"><colors><color rgb="0xC0E2F1" alpha="100" stop="0" /></colors></fill></color><color name="shadow"><fill type="linear" rotation="90"><colors><color rgb="0xFFFFFF" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="base"><group_colors><color name="text"><fill type="linear" rotation="90"><colors><color rgb="0x555555" alpha="100" stop="0" /></colors></fill></color><color name="diva"><fill type="linear" rotation="90"><colors><color rgb="0xD3D3D3" alpha="100" stop="0" /></colors></fill></color><color name="divb"><fill type="linear" rotation="90"><colors><color rgb="0xF7F7F7" alpha="100" stop="0" /></colors></fill></color><color name="bg"><fill type="linear" rotation="90"><colors><color rgb="0xE9E9E9" alpha="0" stop="0" /><color rgb="0x000000" alpha="0" stop="255" /></colors></fill></color><color name="border"><fill type="linear" rotation="90"><colors><color rgb="0xE9E9E9" alpha="100" stop="0" /><color rgb="0xF3F3F3" alpha="100" stop="255" /></colors></fill></color><color name="menu_shade"><fill type="linear" rotation="90"><colors><color rgb="0xDBDBDB" alpha="100" stop="0" /><color rgb="0xC3C3C3" alpha="100" stop="255" /></colors></fill></color><color name="slide_bg"><fill type="linear" rotation="90"><colors><color rgb="0xE9E9E9" alpha="0" stop="0" /><color rgb="0xCFCFCF" alpha="0" stop="255" /></colors></fill></color></group_colors></color_group><color_group name="button"><group_colors><color name="btn_bg"><fill type="linear" rotation="90"><colors><color rgb="0x695865" alpha="100" stop="0" /><color rgb="0x695865" alpha="100" stop="255" /></colors></fill></color><color name="btn_hover"><fill type="linear" rotation="90"><colors><color rgb="0x695865" alpha="100" stop="0" /><color rgb="0xCD5768" alpha="100" stop="255" /></colors></fill></color><color name="btn_down"><fill type="linear" rotation="90"><colors><color rgb="0xC64647" alpha="100" stop="0" /><color rgb="0xC64647" alpha="100" stop="255" /></colors></fill></color><color name="btn_border"><fill type="linear" rotation="90"><colors><color rgb="0xB1B1B1" alpha="0" stop="0" /></colors></fill></color><color name="btn_text"><fill type="linear" rotation="90"><colors><color rgb="0xFFFFFF" alpha="100" stop="0" /></colors></fill></color><color name="btn_text_shadow"><fill type="linear" rotation="90"><colors><color rgb="0x473F4A" alpha="100" stop="0" /></colors></fill></color><color name="btn_icon_color"><fill type="linear" rotation="90"><colors><color rgb="0xFFFFFF" alpha="100" stop="0" /></colors></fill></color><color name="btn_glow"><fill type="linear" rotation="90"><colors><color rgb="0xCFCFCF" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="checkbox"><group_colors><color name="border"><fill type="linear" rotation="90"><colors><color rgb="0xB8B8B8" alpha="100" stop="0" /></colors></fill></color><color name="bg"><fill type="linear" rotation="90"><colors><color rgb="0xFFFFFF" alpha="100" stop="0" /></colors></fill></color><color name="check"><fill type="linear" rotation="90"><colors><color rgb="0x33CC00" alpha="100" stop="0" /></colors></fill></color><color name="text"><fill type="linear" rotation="90"><colors><color rgb="0x444444" alpha="100" stop="0" /></colors></fill></color><color name="hover"><fill type="linear" rotation="90"><colors><color rgb="0x6BF8FF" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="logo"><group_colors><color name="bg"><fill type="linear" rotation="90"><colors><color rgb="0xFFFFFF" alpha="100" stop="0" /></colors></fill></color><color name="shadow"><fill type="linear" rotation="90"><colors><color rgb="0xB8B8B8" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="menu"><group_colors><color name="bg"><fill type="linear" rotation="90"><colors><color rgb="0xF3F3F3" alpha="100" stop="0" /></colors></fill></color><color name="shadow"><fill type="linear" rotation="90"><colors><color rgb="0xB8B8B8" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="scrollarea"><group_colors><color name="bg"><fill type="linear" rotation="0"><colors><color rgb="0xDEDEDE" alpha="100" stop="0" /><color rgb="0xE8E8E8" alpha="100" stop="128" /></colors></fill></color><color name="border"><fill type="linear" rotation="90"><colors><color rgb="0xF6F6F6" alpha="100" stop="0" /><color rgb="0xF3F3F3" alpha="100" stop="255" /></colors></fill></color><color name="button_bg"><fill type="linear" rotation="90"><colors><color rgb="0xC4C4C4" alpha="100" stop="0" /><color rgb="0xB2B2B2" alpha="100" stop="255" /></colors></fill></color><color name="button_inner"><fill type="linear" rotation="90"><colors><color rgb="0xCBCBCB" alpha="100" stop="0" /><color rgb="0xBABABA" alpha="100" stop="255" /></colors></fill></color><color name="button_border"><fill type="linear" rotation="90"><colors><color rgb="0xB8B8B8" alpha="100" stop="0" /></colors></fill></color><color name="icons"><fill type="linear" rotation="90"><colors><color rgb="0x555555" alpha="100" stop="0" /></colors></fill></color><color name="shadow"><fill type="linear" rotation="90"><colors><color rgb="0xD9D9D9" alpha="100" stop="0" /></colors></fill></color><color name="detaila"><fill type="linear" rotation="90"><colors><color rgb="0xA7A7A7" alpha="100" stop="0" /></colors></fill></color><color name="detailb"><fill type="linear" rotation="90"><colors><color rgb="0xCFCFCF" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="searchinput"><group_colors><color name="bg"><fill type="linear" rotation="90"><colors><color rgb="0xDFDFDF" alpha="100" stop="0" /></colors></fill></color><color name="border"><fill type="linear" rotation="90"><colors><color rgb="0xADADAD" alpha="100" stop="0" /><color rgb="0xFAFAFA" alpha="100" stop="255" /></colors></fill></color><color name="icon"><fill type="linear" rotation="90"><colors><color rgb="0x8A8A8A" alpha="100" stop="0" /></colors></fill></color><color name="button_hover"><fill type="linear" rotation="90"><colors><color rgb="0xF5F5F5" alpha="100" stop="0" /><color rgb="0xC7C7C7" alpha="100" stop="255" /></colors></fill></color><color name="hover_glow"><fill type="linear" rotation="90"><colors><color rgb="0x6BF8FF" alpha="100" stop="0" /></colors></fill></color><color name="search_text"><fill type="linear" rotation="90"><colors><color rgb="0x8A8A8A" alpha="100" stop="0" /></colors></fill></color><color name="bg_active"><fill type="linear" rotation="90"><colors><color rgb="0xFAFAFA" alpha="100" stop="0" /></colors></fill></color><color name="text_active"><fill type="linear" rotation="90"><colors><color rgb="0x333333" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="seekcontrol"><group_colors><color name="bg"><fill type="linear" rotation="90"><colors><color rgb="0xF5F5F5" alpha="100" stop="0" /><color rgb="0xC7C7C7" alpha="100" stop="255" /></colors></fill></color><color name="border"><fill type="linear" rotation="90"><colors><color rgb="0xB1B1B1" alpha="100" stop="0" /></colors></fill></color><color name="seek_border"><fill type="linear" rotation="90"><colors><color rgb="0xB8B8B8" alpha="100" stop="0" /><color rgb="0xEEEEEE" alpha="100" stop="255" /></colors></fill></color><color name="seek_bg"><fill type="linear" rotation="90"><colors><color rgb="0xE7E7E7" alpha="100" stop="0" /></colors></fill></color><color name="seek_position"><fill type="linear" rotation="90"><colors><color rgb="0xFFFFFF" alpha="100" stop="0" /></colors></fill></color><color name="btn_icon_color"><fill type="linear" rotation="90"><colors><color rgb="0x2D2D2D" alpha="100" stop="0" /></colors></fill></color><color name="btn_icon_hover"><fill type="linear" rotation="90"><colors><color rgb="0x555555" alpha="100" stop="0" /></colors></fill></color><color name="btn_icon_shadow"><fill type="linear" rotation="90"><colors><color rgb="0xF0F0F0" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="tabs"><group_colors><color name="bg"><fill type="linear" rotation="90"><colors><color rgb="0xF3F3F3" alpha="100" stop="0" /></colors></fill></color><color name="text"><fill type="linear" rotation="90"><colors><color rgb="0x555555" alpha="100" stop="0" /></colors></fill></color><color name="selected"><fill type="linear" rotation="90"><colors><color rgb="0x333333" alpha="100" stop="0" /></colors></fill></color><color name="hover"><fill type="linear" rotation="90"><colors><color rgb="0x333333" alpha="100" stop="0" /></colors></fill></color><color name="shadow"><fill type="linear" rotation="90"><colors><color rgb="0xF0F0F0" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="transcript"><group_colors><color name="div"><fill type="linear" rotation="90"><colors><color rgb="0xE1E1E1" alpha="100" stop="0" /></colors></fill></color><color name="heading_text"><fill type="linear" rotation="90"><colors><color rgb="0x444444" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="outline"><group_colors><color name="diva"><fill type="linear" rotation="90"><colors><color rgb="0xC6C6C6" alpha="0" stop="0" /></colors></fill></color><color name="divb"><fill type="linear" rotation="90"><colors><color rgb="0xF9F9F9" alpha="100" stop="0" /></colors></fill></color><color name="divc"><fill type="linear" rotation="90"><colors><color rgb="0xE1E1E1" alpha="100" stop="0" /></colors></fill></color><color name="search_text"><fill type="linear" rotation="90"><colors><color rgb="0x444444" alpha="100" stop="0" /></colors></fill></color><color name="search_hover"><fill type="linear" rotation="90"><colors><color rgb="0x0000EE" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="resource"><group_colors><color name="separator"><fill type="linear" rotation="90"><colors><color rgb="0xE0E0E0" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="glossary"><group_colors><color name="selected_text"><fill type="linear" rotation="90"><colors><color rgb="0x353535" alpha="100" stop="0" /></colors></fill></color><color name="selected"><fill type="linear" rotation="90"><colors><color rgb="0xC0E2F1" alpha="100" stop="0" /></colors></fill></color><color name="text"><fill type="linear" rotation="90"><colors><color rgb="0x353535" alpha="100" stop="0" /></colors></fill></color><color name="hover"><fill type="linear" rotation="90"><colors><color rgb="0xE6E6E6" alpha="100" stop="0" /></colors></fill></color><color name="diva"><fill type="linear" rotation="90"><colors><color rgb="0xE2E2E2" alpha="100" stop="0" /></colors></fill></color><color name="divb"><fill type="linear" rotation="90"><colors><color rgb="0xE2E2E2" alpha="100" stop="0" /></colors></fill></color><color name="divc"><fill type="linear" rotation="90"><colors><color rgb="0xFAFAFA" alpha="100" stop="0" /></colors></fill></color><color name="bg"><fill type="linear" rotation="90"><colors><color rgb="0xE7E7E7" alpha="100" stop="0" /></colors></fill></color><color name="heading_text"><fill type="linear" rotation="90"><colors><color rgb="0x444444" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group><color_group name="volume"><group_colors><color name="thumb_border"><fill type="linear" rotation="90"><colors><color rgb="0xA5A5A5" alpha="100" stop="0" /></colors></fill></color><color name="thumb_inner"><fill type="linear" rotation="90"><colors><color rgb="0xD4D4D4" alpha="100" stop="0" /></colors></fill></color><color name="thumb_bg"><fill type="linear" rotation="90"><colors><color rgb="0xC8C8C8" alpha="100" stop="0" /></colors></fill></color><color name="slider_border"><fill type="linear" rotation="90"><colors><color rgb="0xF2F2F2" alpha="100" stop="0" /></colors></fill></color><color name="slider_bg"><fill type="linear" rotation="90"><colors><color rgb="0xBCBCBC" alpha="100" stop="0" /><color rgb="0xBCBCBC" alpha="100" stop="128" /><color rgb="0xC3C3C3" alpha="100" stop="255" /></colors></fill></color></group_colors></color_group><color_group name="HTML"><group_colors><color name="htmlpage_bg_color"><fill type="linear" rotation="90"><colors><color rgb="0xFFFFFF" alpha="100" stop="0" /></colors></fill></color></group_colors></color_group></colorscheme></colorschemes><string_tables><string_table name="npnxnsnfns00000100000"><string id="prev">PREV</string><string id="next">NEXT</string><string id="submit">SUBMIT</string><string id="outline">Menu</string><string id="resources">Resources</string><string id="glossary">Glossary</string><string id="transcript">Notes</string><string id="clear">Clear and return to Menu</string><string id="search_results">Search Results</string><string id="filter">Filter</string><string id="slide_text_chk">Slide Text</string><string id="transcript_chk">Notes</string><string id="search_in">Search in:</string><string id="check_include">Check to include</string><string id="search">Search...</string><string id="terms">Terms</string><string id="definition">Definition</string><string id="finish">FINISH</string><string id="acc_finish">finish</string><string id="acc_definition">definition</string><string id="acc_resources">resources</string><string id="acc_search_input">search</string><string id="acc_pause">pause</string><string id="acc_play">play</string><string id="acc_replay">replay</string><string id="acc_submit">submit</string><string id="acc_next">next</string><string id="acc_previous">previous</string><string id="acc_volume">volume</string><string id="submitall">SUBMIT ALL</string><string id="acc_submitall">submit all</string><string id="question_list">Question List</string><string id="more_info">More info</string><string id="send_an_email">Send an email</string><string id="close">Close</string><string id="bio">Bio</string><string id="exit">Exit</string></string_table></string_tables><sounds enabled="false" /><nav_data><outline><links><slidelink slideid="5r5bwR3E9iM.6fDCsWJNsJI" displaytext="Slide 1" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5iR3ZbRBo3B" displaytext="About your navigation bar" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5UjsQwuT931" displaytext="Slide 3" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6Nj8qy6AAAf" displaytext="Slide 4" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6ORTfGd5ZyN" displaytext="menu" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6dFzLgaIqHm" displaytext="menuTUT" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.68aJcRNLLvV" displaytext="Topic 1  Respond to complaints" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.663CBCJP92h" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5iAqPjghSNy" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5vnlKz8jXcn" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5t6UCy1jqen" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5qmkSBkmewB" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6CnqnSmU9uX" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="_player.5XVX1C8vkVX14.5Xwje4lYTzb" displaytext="Managing a complaint - 7 steps" expand="false" type="slide"><links><slidelink slideid="5XVX1C8vkVX14.5Xwje4lYTzb.6bzawytETN6" displaytext="Introduction" expand="false" type="action" /><slidelink slideid="5XVX1C8vkVX14.5Xwje4lYTzb.5ukNbiCF8gf" displaytext="1. Acknowledge the complaint" expand="false" type="action" /><slidelink slideid="5XVX1C8vkVX14.5Xwje4lYTzb.62FYTrD3owI" displaytext="2. Be magnanimous" expand="false" type="action" /><slidelink slideid="5XVX1C8vkVX14.5Xwje4lYTzb.6rIxXIA0Osr" displaytext="3. Apologise" expand="false" type="action" /><slidelink slideid="5XVX1C8vkVX14.5Xwje4lYTzb.66k4hA1Cqqw" displaytext="4. Remain positive and polite" expand="false" type="action" /><slidelink slideid="5XVX1C8vkVX14.5Xwje4lYTzb.5xq3525EDhf" displaytext="5. Listen to the customer" expand="false" type="action" /><slidelink slideid="5XVX1C8vkVX14.5Xwje4lYTzb.5gYGBJBSZwu" displaytext="6. Offer solutions and options" expand="false" type="action" /><slidelink slideid="5XVX1C8vkVX14.5Xwje4lYTzb.5ngsKCbMrqd" displaytext="7. Document and record details" expand="false" type="action" /><slidelink slideid="5XVX1C8vkVX14.5Xwje4lYTzb.6eKrZQK3ZSb" displaytext="Summary" expand="false" type="action" /></links></slidelink><slidelink slideid="5r5bwR3E9iM.68LBgxu9MpU" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="_player.6J1yCaVxhLi16.6HI4NtqHm0m" displaytext="7 Steps to communicating effectively" expand="false" type="slide"><links><slidelink slideid="6J1yCaVxhLi16.6HI4NtqHm0m.6pibSmcGJ72" displaytext="1. Give customers full attention" expand="false" type="action" /><slidelink slideid="6J1yCaVxhLi16.6HI4NtqHm0m.5aqmug13ses" displaytext="2. Maintain eye contact" expand="false" type="action" /><slidelink slideid="6J1yCaVxhLi16.6HI4NtqHm0m.6DJiOVapm63" displaytext="3. Speak clearly and concisely" expand="false" type="action" /><slidelink slideid="6J1yCaVxhLi16.6HI4NtqHm0m.5bmPP22rFlB" displaytext="4. Use appropriate language and ton of voice" expand="false" type="action" /><slidelink slideid="6J1yCaVxhLi16.6HI4NtqHm0m.69vrR236hxj" displaytext="5. Use clear written information/communication" expand="false" type="action" /><slidelink slideid="6J1yCaVxhLi16.6HI4NtqHm0m.6koBhURRGW4" displaytext="6. Use appropriate non-verbal communication (body language)" expand="false" type="action" /><slidelink slideid="6J1yCaVxhLi16.6HI4NtqHm0m.5W32UewVW1o" displaytext="7. Exercise caution" expand="false" type="action" /><slidelink slideid="6J1yCaVxhLi16.6HI4NtqHm0m.6hXjrHNUssr" displaytext="Summary" expand="false" type="action" /></links></slidelink><slidelink slideid="5r5bwR3E9iM.69wHiCUuWAl" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5hQy4rPJLKz" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5pszqxhveSL" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="_player.6G7NsNC3e8r20.6pqYizQTvFN" displaytext="Australian Consumer Law (ACL)" expand="false" type="slide"><links><slidelink slideid="6G7NsNC3e8r20.6pqYizQTvFN.6oY8c9Vv9nh" displaytext="Introduction" expand="false" type="action" /><slidelink slideid="6G7NsNC3e8r20.6pqYizQTvFN.6VSS0Xm5pFY" displaytext="What are consumer rights?" expand="false" type="action" /><slidelink slideid="6G7NsNC3e8r20.6pqYizQTvFN.6VawEJCAIxi" displaytext="How do businesses providing services gaurantee their service?" expand="false" type="action" /><slidelink slideid="6G7NsNC3e8r20.6pqYizQTvFN.5x32C3BIuOR" displaytext="How do manufacturers, importers and businesses selling goods guarantee their goods?" expand="false" type="action" /><slidelink slideid="6G7NsNC3e8r20.6pqYizQTvFN.5V6CnAPizIz" displaytext="What is a remedy?" expand="false" type="action" /><slidelink slideid="6G7NsNC3e8r20.6pqYizQTvFN.5WRLG44iVK0" displaytext="Are there any exceptions to consumer gaurantees?" expand="false" type="action" /><slidelink slideid="6G7NsNC3e8r20.6pqYizQTvFN.5XnNhTZv0ud" displaytext="When is a remedy not required?" expand="false" type="action" /><slidelink slideid="6G7NsNC3e8r20.6pqYizQTvFN.6qk5xMADsoq" displaytext="What is the law on refunds and returns?" expand="false" type="action" /><slidelink slideid="6G7NsNC3e8r20.6pqYizQTvFN.65jqWmQINqf" displaytext="How do I deal with customer complaints?" expand="false" type="action" /></links></slidelink><slidelink slideid="5r5bwR3E9iM.6qmzu2w7nT8" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.68QDgQ1xpzH" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="_player.5uxo7QdvTk223.65dX2cAwg8H" displaytext="The Privacy Act 1988" expand="false" type="slide"><links><slidelink slideid="5uxo7QdvTk223.65dX2cAwg8H.5h3G1YUeDhm" displaytext="Sensitive Information" expand="false" type="action" /><slidelink slideid="5uxo7QdvTk223.65dX2cAwg8H.6jCY1HTblUs" displaytext="WHS policies, procedures and programs" expand="false" type="action" /><slidelink slideid="5uxo7QdvTk223.65dX2cAwg8H.5sdt7RAf90l" displaytext="Ethical standards and codes of conduct" expand="false" type="action" /></links></slidelink><slidelink slideid="5r5bwR3E9iM.68keevjywml" displaytext="Activity" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.649D0RgMhAb" displaytext="Reports – Obtain, document and review" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6dFgLC8aaWX" displaytext="Reports – Obtain, document and review" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6hZnCUYVznt" displaytext="Reports – Obtain, document and review" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6i9YgjNliyY" displaytext="Activity" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5olfNYSDViR" displaytext="Customer complaints – making decisions" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5d69Y6bJNZb" displaytext="Customer complaints – making decisions" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5xPMpkxmYGE" displaytext="Customer complaints – making decisions" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6O9r0N8wvp6" displaytext="Customer complaints – making decisions" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6necSq4z78x" displaytext="Negotiate complaint resolution" expand="false" type="slide" /><slidelink slideid="_player.6RqkQRoqXi934.6MaFYb9fHm8" displaytext="Negotiation Process - 3 Steps" expand="false" type="slide"><links><slidelink slideid="6RqkQRoqXi934.6MaFYb9fHm8.638JAqP0xBW" displaytext="Negotiation preparation" expand="false" type="action" /><slidelink slideid="6RqkQRoqXi934.6MaFYb9fHm8.6Iq3MlfKANB" displaytext="The negotiation" expand="false" type="action" /><slidelink slideid="6RqkQRoqXi934.6MaFYb9fHm8.60A3O6MsYoT" displaytext="Negotiation outcome" expand="false" type="action" /></links></slidelink><slidelink slideid="5r5bwR3E9iM.64Un2c9xfmM" displaytext="Activity" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6WqPkMmPrwj" displaytext="Maintain a complaints register" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6duaxvXdcbO" displaytext="Maintain a complaints register" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6lFCyQWfcud" displaytext="Inform customer of complaint outcome" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.64lXA6Fqfq9" displaytext="Inform customer of complaint outcome" expand="false" type="slide" /><slidelink slideid="_player.6QJ8v76HrBD40.6F0l1f4iEnz40" displaytext="EmbarkQuizTemplate" expand="false" type="slide"><links><slidedrawref drawid="6QJ8v76HrBD40.6F0l1f4iEnz40" /></links></slidelink><slidelink slideid="5r5bwR3E9iM.6U5oTbhkYAp" displaytext="Slide 41" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6ZvzTO1PuKe" displaytext="Topic 2  Refer complaints" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5Z180OMQJfe" displaytext="Identifying complaints requiring referral to others" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.61xwubRBggg" displaytext="Identifying complaints requiring referral to others" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6REBqj5Uboi" displaytext="Identifying complaints requiring referral to others" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6QS288t4cfT" displaytext="Activity" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6gb4u1C3Mti" displaytext="Forward documents and investigation reports" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6odUU8RzCwZ" displaytext="Forward documents and investigation reports" expand="false" type="slide" /><slidelink slideid="_player.6QJ8v76HrBD49.6F0l1f4iEnz49" displaytext="EmbarkQuizTemplate" expand="false" type="slide"><links><slidedrawref drawid="6QJ8v76HrBD49.6F0l1f4iEnz49" /></links></slidelink><slidelink slideid="5r5bwR3E9iM.6Cnt8cPE9mO" displaytext="Slide 50" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5sGAO46VhLN" displaytext="Topic 3  Exercise judgement to resolve customer service issues" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5dWqERXjQE1" displaytext="Identify implications of issues for customer and company" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.68SyisJtPvy" displaytext="Identify implications of issues for customer and company" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6iasCbzrkLL" displaytext="Activity" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6FjMVnjWaFN" displaytext="Resolution options – Analyse, explain and negotiate" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6UFJSZ4JggX" displaytext="Resolution options – Analyse, explain and negotiate" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5V3fCbeL3zS" displaytext="Propose options in accordance with legislation and policies" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6aenIPihimp" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6h5I5KG5I0H" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5kdDtVkm7nu" displaytext="Process customer complaints with effective communication" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5pw0hX7Ri8m" displaytext="Identifying complaints requiring referral to others" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6iDWqgLGFcT" displaytext="Identifying complaints requiring referral to others" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.5nAhCHzNJ54" displaytext="Activity" expand="false" type="slide" /><slidelink slideid="_player.6QJ8v76HrBD64.6F0l1f4iEnz64" displaytext="EmbarkQuizTemplate" expand="false" type="slide"><links><slidedrawref drawid="6QJ8v76HrBD64.6F0l1f4iEnz64" /></links></slidelink><slidelink slideid="5r5bwR3E9iM.6MVPHUbVT6G" displaytext="Slide 65" expand="false" type="slide" /><slidelink slideid="5r5bwR3E9iM.6Wt2eoePV7x" displaytext="Slide 66" expand="false" type="slide" /></links></outline></nav_data><resource_data description="&lt;p align='left'&gt;&lt;font face='Segoe UI Semilight' size='11' color='#444444'&gt;Here are some useful links and documents:&lt;/font&gt;&lt;/p&gt;"><resources><resource url="presentation_content/external_files/BSBCMM301 Learner Guide V1.3.docx" image="presentation_content/5llQp690Ubl.png" title="BSBCMM301 Learner Guide V1.3" /></resources></resource_data><transcript_data /><glossary_data /></bwFrame>