Date post: | 10-Jul-2015 |
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Technology |
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ICAICT202A - WORK AND
COMMUNICATE
EFFECTIVELY IN AN IT
ENVIRONMENT
• Introduction
• ICT Roles
• Policies and Procedures
• KPIs
• Legislations
• Positive CommunicationStrategies
• Written and Oral Communication
Information technology (IT) is the application of computers and telecommunications equipment to store, retrieve, transmit and manipulate data, often in the context of a business or other enterprise.
IT ROLES
• There are many roles in an IT or ICT, but most organizations do not need someone to fill all the roles
• Roles can be combined
• It can be outsourced
• Name give to IT roles vary from organization to organization – “it is important to understand the role rather than the title of the job”
IT ROLES
• IT Consultants and planners
• IT Operations technicians (network support)
• IT user support technicians (help desk support)
• Network/systems designers and engineers
• Software designers and engineers
• Web developers and producers
POLICIES AND
PROCEDURES
• Policies are general guides to decision making
• Procedures, on the other hand, are more specific statements e.g. SOPs
• You need to have a clear understanding of any SOPs relating to your role and tasks.
• Both policies and procedures convey to employees and to other stakeholders the organization’s interests –their vision, mission, goals and methods they intend to use to achieve these goals
Stakeholders – are the people or entities with which your organisation has contact
Enterprise priorities:
• Different classes of clients
• Different services and product lines
• New product/service launches
• Market research
• After sales service
• Customer complaints
KEY
PERFORMANCE
INDICATORS
• Meet the knowledge requirements of your role
• Keep product knowledge up-to-date at all times.
• Be able to provide clients with information without error
• Demonstrate the necessary skills to access and input data.
• Operate the enterprise’s applications systems and software correctly and in a timely manner
LEGISLATIONS
• Equal Opportunity Act 1984 (SA and WA)
• Anti-discriminating Act 1994 (Qld)
• Racial Vilification Act 1996 (SA)
• Telecommunications Act 1997 (Cth)
• Privacy Act 1988 (Cth)
• Workplace health and safety legislation
• Consumer protection and sale of goods legislation
“IT IS YOUR RESPONSIBILITY TO KNOW YOUR OBLIGATIONS UNDER LEGISLATION AND THE
CONSEQUENCES, BOTH FOR YOUR ENTERPRISE, AND FOR
YOURSELF, OF NON-COMPLIANCE”
• Ethics – social responsibility
• Information collection records and disclosure
• Data quality and security
The following is a brief summary of the conditions you must comply with when collecting , recording and disclosing information:
• You must not collect information unless the information is necessary for one or more of the enterprise’s functions or activities.
• You must collect information only by lawful and fair means- not in an unreasonably intrusive way.
• Upon collecting information from an individual, ensure that the individual is of:
– The identity of the organisation and how to contact it.
– The fact that they are able to gain access to the information
– The purposes for which the information is collected
– The organisations or its types to which the information might be disclosed
– Any law that requires the particular information to be collected
– The main consequences (if any) for the individual if all or part of the information is not provided.
• If it is reasonable and practicable to do so, an organisation must collect personal information about an individual only from that individual
• If an organisation collects personal information about an individual from someone else, it must take reasonable steps to ensure that the individual is or has been made aware of this
• The collection of sensitive information
(health, beliefs, sexual preference, religion)
must be directly and demonstrably
related to the purpose of the collection.
• Policies
• Procedures
• Codes of Conduct
Document IT Policies and procedures and determine whether they are applied in practice
Determine key players within the organisation and their role and importance
SECTION 2: USE POSITIVE AND
VARIED COMMUNICATION
STRATEGIES WITH ICT CLIENTS
Receive request and enquiries regarding the use of ICT equipment, operating systems and software from clients and colleagues in a polite manner
Client enquires and request will be made via various communication mediums:
• In person (face to face)
• Over the phone
• Letter
• fax
When greeting the client always
• Smile
• Remember their name
• Engage them in a friendly conversation
First impression counts…
ETHICAL BEHAVIOUR
A Code of ethics benefits the organisation and the individual by
• Reinforcing the organisation's standard of conduct
• Identifying practices that are and are not permissible
• Allowing leaders, managers and others to share experiences and ideas about what is and what is not an ethical position
• Developing a shared culture based on ethics and accountability
Responding appropriately to client and colleague requirements and identify options
• Oral- Spoken words-conversation
• Written- written form-memos- email- business letter
Verbal Communication
• Body language
• Gestures
Non-verbal Communication
Listening….
3 Levels of Listening
ACTIVE LISTENING IS SUPPORTED BY EFFECTIVE QUESTIONING..
Open Questions
• How
• What
• When
• Where
• Why
• Explain
• Describe
• Tell me
Closed Questions
• Do you
• Are you
• Can you
• Will you
• Would you