1. ICAICT202A - Work and communicate effectively in an IT environment

2. Introduction
ICT Roles
Policies and Procedures
KPIs
Legislations
Positive Communication Strategies
Written and Oral Communication

3. 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.

4. 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

5. 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
IT ROLES

6. 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

7. 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

8. 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
Key performance indicators

9. LEGISLATIONS Equal Opportunity Act 1984 (SA and WA)
Anti-discriminating Act (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
LEGISLATIONS

10. Ethics – social responsibility
“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

11. 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.

12. 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.

13. Policies Procedures Codes of Conduct
Document IT Policies and procedures and determine whether they are applied in practice
Policies
Procedures
Codes of Conduct

14. Determine key players within the organisation and their role and importance

16. SECTION 2: USE POSITIVE AND VARIED COMMUNICATION STRATEGIES WITH ICT CLIENTS

17. 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

18. First impression counts…
When greeting the client always
Smile
Remember their name
Engage them in a friendly conversation

20. 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

21. Responding appropriately to client and colleague requirements and identify options

22. Verbal Communication Oral- Spoken words- conversation
Written- written form- memos- - business letter

23. Non-verbal Communication
Body language
Gestures

24. Listening….
3 Levels of Listening

26. Active Listening is supported by effective questioning..
Open Questions
Closed Questions
How
What
When
Where
Why
Explain
Describe
Tell me
Do you
Are you
Can you
Will you
Would you