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

• Email

• 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