ICAICT202A - WORK AND COMMUNICATE EFFECTIVELY IN AN IT ENVIRONMENT

• Introduction• ICT Roles• Policies and Procedures• KPIs• Legislations• Positive Communication

Strategies• 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