This document discusses communication in an IT environment. It covers various IT roles including consultants, operations technicians, user support technicians, designers, engineers, and developers. It also discusses policies and procedures, key performance indicators, relevant legislation, and positive communication strategies. Effective communication involves both verbal and written communication as well as active listening supported by open and closed questioning.

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. 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”

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

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

9. 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

10. “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

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
• Email
• Letter
• fax

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

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

23. • Body language
• Gestures
Non-verbal Communication

24. Listening….
3 Levels of Listening

26. 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