Tuesday, September 18, 2007
Participate in a team and individually to achieve organisation goals
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(ICAITTW011B) Participate in a team and individually to achieve organisation goals
Training Providers
Description
This unit expresses competency required to work individually and with others in an organisation
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Elements of Competency and Performance Criteria
National Code
Element Name
ICAITTW011B/01
Establish own work schedule
· Work to be completed is identified.
· Work is prioritised according to organisation guidelines.
· Urgent requests are prioritised and acted on according to organisational guidelines.
ICAITTW011B/02
Participate in team structure
· Members and roles of team are identified.
· Tasks and goals are identified and acted on.
· Assistance is sought from team members when necessary.
· Feedback is given and received to ensure organisation goals are met.
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Key Competencies
Key Competency
Examples of Application
PerformanceLevel
How can information be collected, analysed and organised?
Examples of how the Key Competencies apply in this unit are not provided
1
How are ideas and information communicated within this competency?
Examples of how the Key Competencies apply in this unit are not provided
1
How are activities planned and organised?
Examples of how the Key Competencies apply in this unit are not provided
1
How are problem solving skills applied?
Examples of how the Key Competencies apply in this unit are not provided
2
How are mathematical ideas and techniques used?
Examples of how the Key Competencies apply in this unit are not provided
1
How is use of technology applied?
Examples of how the Key Competencies apply in this unit are not provided
1
How is team work used within this competency?
Examples of how the Key Competencies apply in this unit are not provided
1
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Range Statement
Team members
Variables may include but are not limited to: peers, supervisors and other members of the organisation; people from a range of social, cultural or ethnic backgrounds; autonomy and responsibility of the team; responsibility of team members; life of the team.
Organisation
Variables may include but are not limited to: organisational charts and work-flow guides; time line for tasks and goals; critical ratings policy.
Tools and resources
For time management such as, diaries, personal organisers.
Leadership
Leadership styles of team leader.
Client User
May be a department with the organisation or a third party and so the relation and ease of access will vary.
Documentation and Reporting
Audit trails, naming standards, version control.
OH and S Standards
As per company, statutory and vendor requirements. Ergonomic and environmental factors must be considered during the demonstration of this competency.
Organisational Standards
May be based upon formal, well documented methodologies or non-existent. For training delivery purposes best practice examples from industry will be used.
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Evidence Guide
Underpinning knowledge of
· Principles of ethical work practice for example, when participating in teams.
· Roles and responsibilities of individual team members.
· General understanding of social and organisational systems for when participating in teams.
· Results orientated approaches, for example when establishing ones own work schedule.
· Organisational structure and Information Technology division structure so as to inform own and team work practices.
· General organisational strategic direction and values soas to inform own and team work practices.
· General work team processes and group dynamics for example, when participating in teams.
Underpinning skills in
· Decision making between a limited range of options, for example, when prioritising work according to organisation guidelines.
· Assertiveness, for example, when identifying team roles.
· Questioning and active listening are employed, for example, when giving and receiving feedback.
· General customer Service, for example, when processing urgent according to organisational guidelines.
· Time management for self management purposes, for example, when prioritising work according to organisation guidelines.
· Basic planning skills.
· Problem solving techniques for known problems in routine processes, for example, when identifying and acting on tasks and goals.
· Literacy skills in relation to general workplace documentation.
Critical aspects of evidence
Assessment must confirm the ability to participate in a team or act individually to meet organisation requirements and be able to respond to requests and prioritise work schedule to meet organisational guidelines.
Interdependent assessment of units
The interdependence of units of competency for assessment will vary with the particular project or scenario. This unit has importance to a range of IT services and should therefore be assessed in a holistic manner with the technical/ support units.
Resources
Peers and supervisors for obtaining information on the extent and quality of the contribution made.
Consistency
Competence in this unit needs to be assessed using formative assessment to ensure consistency of performance in a range of contexts.
Context
Work is carried out under routine supervision. An individual demonstrating this Unit would be able to: demonstrate basic operational knowledge in a moderate range of areas; apply a defined range of skills; apply known solutions to a limited range of predictable problems; perform a range of tasks where choice between a limited range of options is required; assess and record information from varied sources; and take limited responsibility for ones own outputs in work and learning.This competency can be assessed in the workplace or in a simulated environment.
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Summary Details
Competency Standard: (ICA99) Information Technology (Superseded by ICA05)
Unit incorporated within the following Training Package(s): (ICA99) Information Technology (Superseded by ICA05)
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Work Effectively
ICAITTW001B Work Effectively in an Information Technology Environment
Reference: http://hsc.csu.edu.au/info_tech/core/work/icaittw001b/Main_work_effectively.html
Objective - develop competencies in:
1. Comply with general information technology policies and procedures.
2. Promote the organization and the Information Technology department in a manner consistent with the organization's mission.
3. Identify information technology equipment, software and operating systems supported by the organization.
Key Players Who are key players?
How do you promote the organization? Learn how employees promote their organization.
Policies & Procedures What policies are likely to be in the work place?
Mission Statements What are they and look at some examples
Organizational Charts Examples of organizational charts
IT Functions Learn about the five general sectors of I.T
Exercise 1 Short answer questions relating to an IT environment
Unions Learn about unions from a young worker's point of view.
IT Careers Learn about the career choices and planning in IT
Exercise 2 Research an IT career
Exercise 3 Short answer questions about promoting the organization
Exercise 4 Rights in the Workplace
Exercise 5 Unions have millions of members
Quiz 1 Export and multi-skilling - Toyota
Quiz 2 Violence in the Workplace
Case Study Can you lose your job over email?
Glossary Explanation of terms that will help you with this unit
Other Resources Useful links
Glossary
Anti-discrimination
The Anti-Discrimination Act (1997) is designed to protect your rights and to prevent discrimination. This includes equality in the workplace and in other aspects of your life.
Capital equipment
An object which is a financial asset needed for an undertaking or to perform a service. Generally, capital equipment is a financial asset that adds to the net worth of a business.
Code of conduct
Ethics agreement which details acceptable behaviors and conduct for a particular company or role.
Contractor
A person or organization that agrees to provide materials or perform services at a specified price, especially for construction or development work.
Contracts
An employment agreement between employer and employee, which is enforceable by law. A contract of employment sets out the conditions and terms under which an employee accepts to work in a particular job, such as the wage or salary amount, number or spread of working hours and whether overtime is paid or allowed.
Computing support
The provision or maintenance of hardware and software assistance.
Consumables
Computer related goods, which are used in the daily use or maintenance of a computer system, for example ink cartridges for a printer.
Corporate hardware and software
Approved hardware and software products used within a business.
Deadlines
A time limit for the completion of a task.
Duty statements
Also known as a job description. A document which describes the purpose, expected activities and responsibilities of a particular job.
E business
E business (electronic business) is the conduct of business on the internet
EEO
Equal Employment Opportunity. Any person employing other people has to take care to treat those people fairly, and not to discriminate on the grounds of race, sex, marital status, physical or mental impairment or sexual preferences.
Employer/employee rights and responsibilities
The duties and conformable rules or guidelines for a worker who is hired to perform a job, the employee, and the person or company that employ workers, the employer.
External client
A customer or someone who pays for goods or services who is independent of the organization delivering the service.
Help desk
A department within a company that responds to technical questions. Most large software companies have help desks to answer user questions. Questions and answers can be delivered by telephone, email or fax .
Internal client
A customer within the limits of the organization.
Mission statement
A declaration of a company's vision and role statement.
Organizational chart
A graphic representation of how authority and responsibility is distributed within a company or other organization.
Outsourcing
Paying another company to provide services which a company might otherwise have employed its own staff to perform, for example software development.
Project teams
A group organized to work together to undertake and complete an extensive task.
Strategic plan
A plan detailing where a company wants to be in the future. These plans usually have a strong emphasis on new technologies and ways of conducting business, such as e business.
Supplier
Someone whose business is to supply a particular service or commodity.
Workplace committees
A group of people officially delegated to perform a function, such as investigating, considering and/or reporting on a particular aspect of the workplace such as an Occupational Heath and Safety Committee.
Work schedules
A plan for performing work or achieving an objective by specifying the order and allotted time for each part.
Key Players
Key players are personnel within an organization that are essential for the functioning of that section or department. Within an organization key players may include:
. Your supervisor
. Your trainer
. A manager
. Helpdesk staff
. Other colleagues in the department or division
There may be a number of key players outside your organization that influence how information technology is used in your organization. These may include:
. Government departments
. Vendors of information technology products or the customer
. Professional bodies and societies such as the Australian Computer Society
. Industry publications
. Employer organizations and relevant unions
(Reproduced with permission of ANTA. (1998). Information Technology, Client Support Training Package - ICA98. Work effectively in an information technology environment. Learner Guide. Australian Training products - Melbourne.)
How do you promote the organization?
Promoting the organization to internal and external customers needs to be done in a manner consistent with organizational policies and procedures. You will need to establish how the organization wants to be promoted. To do this you may need to understand the organization’s mission statement. Mission statements are usually found in the organization’s strategic plan. The mission statement and organizational plans are often published on the organization’s web site.
Organizations promote themselves through corporate advertising. This includes posters, brochures, listings in phone books, promotion of their mission statement within the organization and having a presence on the internet. Individuals promote and are a representative of their organization. The overall image of the organization can be conveyed by the collective approach that staff have to customers, their dress, telephone manner and how their business is conducted, including meetings, presentations and interviews.
The organization may also have a code of conduct that outlines the manner in which staff are expected to conduct themselves when consulting customers. If you are unsure about what is expected of you, speak with your supervisor, trainer or mentor who can clarify the situation for you.
(Reproduced with permission of ANTA. (1998). Information Technology, Client Support Training Package - ICA98. Work effectively in an information technology environment. Learner Guide. Australian Training products - Melbourne.)
Policies & Procedures
Each organization will have its own policies and procedures. They may be directly related to the use of technology or designed to cover many aspects of the organization. These policies and procedures may include -
. Occupational Health & Safety (OH&S) guidelines
. Equal Employment Opportunity (EEO) guidelines
. Guidelines outlining work practices in a department
. The structure of departments within an organization
. Work agreements or enterprise bargains
. Manuals on how to use technological equipment
. Preventative maintenance procedures
.Purchasing requisition procedures and documentation
(Reproduced with permission of ANTA. (1998). Information Technology, Client Support Training Package - ICA98. Work effectively in an information technology environment. Learner Guide. Australian Training products - Melbourne.)
Mission Statements
A mission statement refers to the core business of the company, their general philosophy and customer service focus. Organizations often have their mission statement on display in the foyer of their office. Mission statements are readily accessible for viewing by the public as organizations publish them in documents, such as annual reports and overviews of the organization.
Mission statements need to be concise and effective, for example, Big W's mission statement is "To provide our customers with the best quality merchandise at the best possible prices". This gives the customer and the employee the focus of the organization, which is to sell products at a lower price than their competitors. More information on Big W
Another example of a mission statement is Australia Post's. Here is an extract from their mission statement, "Australia Post is committed to providing high-quality mail and parcel services to all Australians". For more information about Australia Post look at the website
Organizational Charts
Organizational charts are used to represent the hierarchical or vertical structure of the organization. These charts depict the reporting and communication lines for the organization.
An organizational chart usually includes job or position description, and in some cases the name of the person holding that position.
A sample organizational chart is shown below:
For another sample organizational chart see the Sydney City Council site
Information Technology Functions
Information Technology can be used for a wide range of functions depending on the sectors within the industry, the type of organization and the business conducted. The structure of the Information Technology department may be a separate branch, department, division or an integrated function of an organization.
The five general sectors of the Information Technology industry include:
. computer hardware
. communications hardware
. packaged software
. computer services
. communication services
(Ref - The Information Technology Industry, Scannell, pp. 17)
Each of these general sectors uses information technology in different ways to achieve different organizational goals. For example, in the Computer Services sector, information technology may be used for:
. data processing
. information storage and retrieval
. computer maintenance
. computer consultancy
(Ref - The Information Technology Industry, Scannell, pp. 23)
Unions
A union is an organization of employees which acts collectively for mutual protection and assistance. Unions represent workers in dealings with employers. They negotiate wages and conditions of employment for their members.
For more information on unions, click on the link "Clueless About Unions" . It was written by a 16 year old who did work experience at the Finance Sector Union.
Information Technology Careers
The Information Technology industry is well known for its breadth and diversity. It is a dynamic area and students are well advised to read widely for current trends and emerging technologies. The broad fields in the Information Technology industry can include those associated with hardware, software, web design, networking, marketing, help desk, and communications. Many jobs in Information Technology are a broad combination of several areas. To gain an insight into the careers in the Information Technology industry, look at the following websites listed below. A brief description of each site is included.
Australian Careers Directory
The Australian Careers Directory site is designed to help you understand your career options. Here is an extract from the site. "Welcome to the Australian Careers Directory. This is a collection of links to help you explore sites which can help with career exploration and decision making, job search, decision making, career related education, training resources and law" Click on this link to get more information http://www.careers.gov.au/ Have a look at the "Get Access - Careers Game". A fun decision support system to help you select the most appropriate career for you.
1. Click on the "Careers Guidance" link.
2. Click on the "Self assessment Tools" link.
3. Click on the "Get Access" link.
Careers Online
The careers online website is designed to help you plan your career. "Through Australia's careers online job seekers of any age get help with their career planning and employment and job search."
Here is the link http://www.careersonline.com.au/
Another career planning website is located at: http://www.myfuture.edu.au/
Activities
Exercise 1
Using your work placement company or another organization that you are studying, write a 2-3 page report which addresses each of the following points.
1. Identify the name, address, telephone and fax numbers of your organization
City of Sydney Council, Tel: 02 9265 9333Email: council@cityofsydney.nsw.gov.au TTY: 02 9265 9276 (for a person disable of hearing) Sites web: http://www.cityofsydney.nsw.gov.au/
Central Business District
Level 2, Town Hall House456 Kent Street, SydneyMonday- Friday: 8.00-18.00
Erskineville
104 Erskineville Road, ErskinevilleMonday - Friday: 9.00-17.00
Kings Cross
50-52 Darlinghurst Road, Kings CrossMonday - Friday: 9.30-17.30, Saturday: 9.00-12.00
Glebe
Glebe Town Hall160 St Johns Road, GlebeMonday - Friday: 8.30-17.30
Redfern
Tower 2, 1 Lawson Square, RedfernMonday - Friday: 8.00-17.30, Saturday: 9.00-12.00
2. Identify and briefly explain the role of the key players in the organization.
The City of Sydney aims to be an employer of choice by attracting highly-skilled, energetic people who will add impetus to the development of an innovative, effective organization.
3. Create an organizational chart for your organization.
Councilors—manager—employee --client
4.
a. What is the mission statement of the organization? The City of Sydney aims to be an employer of choice by attracting highly-skilled, energetic people who will add impetus to the development of an innovative, effective organization.
b. If it is not written down, is there an implied mission statement? The City of Sydney aims to make Council services easy and convenient to access through its locations across the City.
c. What does the mission statement mean to the employees ?. How does it help them to assimilate into the workplace? To give a better service to the community of Sydney
. Briefly list and explain the information technology functions within the organization
. computer hardware
. communications hardware
. packaged software
. computer services
. communication services
. data processing
. information storage and retrieval
. computer maintenance
. computer consultancy
5. Identify information technology equipment in use in the organization
a. hardware,
b. software (including operating system software),
The State Heritage Inventory or online database contains over 20,000 heritage items on statutory lists in New South Wales. This information is mainly provided by local councils and most records have basic identification information such as Name, Address and Listing.
It also includes items listed on the State Heritage Register which can be searched separately, using additional search criteria.
While the Heritage Office seeks to keep the Inventory up to date, the most recent listings in local and regional environmental plans may not yet be included. Always check with the relevant Local Council or Shire for the most recent listings.
c. description of any special information technology equipment used in the workplace.
Heritage Links
Barani, Indigenous History of Sydney City
Website: www.cityofsydney.nsw.gov.au/barani/
City of Sydney Archives Images Library
Website: www.cityofsydney.nsw.gov.au/ArchivesWeb/scripts/home.asp
Sydney History
Website: www.cityofsydney.nsw.gov.au/history
NSW Heritage Office
Allows you to search the State Heritage Register and the State Heritage Inventory, which include items within the City of Sydney. Also provides a list of Publications providing guidance on a range of heritage issues under the 'Publications & Forms' tab, including 'Altering Heritage Assets'; 'Conservation Products and Services'; 'Heritage Consultants Directory'; 'How to carry out work on heritage buildings and sites”: the 'Maintenance series' and 'Principles of Conservation Work on Heritage Places.',
Website: http://www.heritage.nsw.gov.au/
National Trust of Australia (NSW)
The Trust classifies heritage items and keeps a register of these items. The Trust also has a number of useful publications available online.
Website: http://www.nsw.nationaltrust.org.au/
National Trust of Australia (Victoria)
This site has publications under 'Conservation', 'Useful Documents' tabs, including 'Australian Housing Styles' and 'Twelve Tips for Caring for Old Buildings.'
Website: http://www.vic.nationaltrust.org.au/
NSW Department of National Parks and Wildlife Services
Responsible for protecting and managing Aboriginal sites, objects and places of special significance to Aboriginal people within NSW.
Website: http://www.nationalparks.nsw.gov.au/
Commonwealth Department of Environment and Heritage
Provides access to a number of heritage databases including the Australian Heritage Database, National Heritage List and Commonwealth Heritage List. See 'Heritage' tab on the front page.
Website: http://www.deh.gov.au/
Royal Australian Institute of Architects
Maintains a register of significant 20th century buildings.
Website: http://www.architecture.com.au/
Australia ICOMOS
This is the peak association of heritage professionals in Australia. ICOMOS (International Council on Monuments and Sites) is primarily concerned with the philosophy, terminology, methodology and techniques of conservation. It is a non-government professional organisation formed in 1965. It is closely linked to UNESCO with national committees in some 100 countries with the headquarters in France.
The site includes the Burra Charter, the principle document guiding heritage conservation in Australia under the 'Charters and Publications' tab.
Website: www.icomos.org/australia/
'Ian Evans’ World of Old Houses
The following website is a one-stop shop of information on conservation of old Australian houses. Ian Evans is the author of a number of popular books on the subject, including 'How to Restore the Old Aussie House' and 'Caring for Old Houses', and co-author of “Colour Schemes for Old Australian Houses' and 'More Colour Schemes for Old Australian Houses'.
Website: www.oldhouses.com.au/
6. Find out and write down the telephone number and location of your nearest branch of the Australian Computer Society.
Secretariat Address
Sydney Mechanics School of ArtsLower Ground280 Pitt StreetSYDNEY NSW 2000 Ph: +61 2 9261 4411 Fax. +61 2 9261 4277 Email: acsnsw@acslink.net.au
7. Find out where the following policies and procedures are located in your organization and write down where they are kept.
Occupational Health & Safety
The Council of the City of Sydney is committed to the occupational health and safety of all employees and those visiting Council premises by providing a safe and healthy workplace. The City regards its occupational health and safety responsibilities with the utmost importance and is committed to provide the necessary resources to comply with all relevant Acts and Regulations.
To achieve the commitment to Occupational Health and Safety, the City Occupational Health Safety and Rehabilitation Unit has developed numerous programs, in consultation with staff, to achieve a reduction in the number and severity of injuries in the workplace. The City's Occupational Health and Safety Committee conducts regular workplace inspections and plays an advisory role to staff and management.
The City contributes to improvements in equipment design and work practices to achieve higher levels of safety which are recognized throughout Local Government. The City is also represented on regional OH&S committees participating in regional initiatives to improve safety in the work environment.
b. Equal Employment Opportunity
The Council of the City of Sydney has a commitment to equal employment opportunity under the obligations of the Anti-Discrimination Act and other relevant legislation. This commitment is reflected by the integration of the principles of EEO into the City's policies and work practices.
c. Purchasing Guidelines
EXAMPLE ON APRIL 30th 2007,
GUIDELINES FOR TABLE PURCHASING FOR CHARITY AND FUNDRAISING EVENTS
The following are recommended as guidelines to assist with determining whether a table should be purchased. Priority will be given to purchasing tables for events/functions which:
(a) Contribute toward a coordinated approach to service delivery and the development of responses to emerging social, community, cultural or economic issues.
(b) Strengthen formal and informal support networks, reduce isolation and increase community participation and opportunities.
(c) Increase access to and the achievement of basic rights for people with the greatest need.
(d) Promote a balanced debate aimed at achieving social harmony.
(e) Raise funds for a cause or organization which is in keeping with the City’s interests or experiencing exceptional circumstances involving genuine hardship. (f) Events linked to the corporate and strategic objectives of the City.
d. Information Technology Tray
You can find more detail by using the site
www.cityofsydney.nsw.gov.au/.../GreenSquare/HistoriesofGreenSquare.pdf - 2007-07-28
Exercise 2
1. Identify career options in the Information Technology industry.
Click on this link to get more information http://www.careers.gov.au/ Have a look at the "Get Access - Careers Game". A fun decision support system to help you select the most appropriate career for you
2. Your task is to create a profile of a person currently working in the Information Technology industry.
a. Create a questionnaire to be used to gather information.Include questions that will enable you to gather informationon:
Name : James Lee
Job title : IT programmer
Name of company : IT Link
Job description or role : Analyst program
Information Technology skills required to do this job : Microsoft Office Tools Microsoft Office Outlook Microsoft Office Excel Microsoft Office Word Microsoft office Visio Microsoft Office Power Point Master Landscape Pro™ Version 10
Salary (optional) : 120.000 pa
Length of time at current job role : 8 hour
Training or qualifications required : Bachelor of IT
How did you get this job? Internet advertisement
Future career aspirations: Have my own IT company
3. Use desktop publishing software to create a personal career profile - including a scanned photo or photo taken using a digital camera. A Sample format is included below to help you
Exercise 3
Choose an information technology workplace and complete the exercises below.
1. Locate samples of information that the organization distributes to its customers. This could include pamphlets, booklets and posters that advertise various aspects of the organization. What does this information reveal about the organization?
http://www.componentsource.com/, they’re using web page to advertise their product and service.
2. Does the organization have guidelines that direct the way in which the organization is promoted? If so what are they, if not why aren't guidelines necessary?
IT-Workplace is a software company that specialists in Business Intelligence reporting solutions. Our primary product, Intelligencia, is designed to allow enterprise wide distribution of print quality reports from multidimensional (Olap) databases. IT-Workplace solutions deliver simple end-user driven report authoring combined with scalable web based server technology to maximize the data assets in your business.
The software IT-Workplace develops is 100% focused on Microsoft technology and is based on the .NET platform. All software development conforms to Microsoft, methodologies and architectures.
Whether direct or in conjunction with our solutions partners, we aim to provide organizations with better, faster and easier access to the information that exists within their operational systems and external data sources.
Our customer base crosses widely varied business segments demonstrating the general appeal of Intelligences and confirming our belief that a large market for BI reporting is as-yet unsatisfied by other vendors.
Exercise 4
Complete the exercise on "Rights in the Workplace", which is located on the Worksite website. This will test your knowledge on rights and responsibilities in the workplace.
Activity K
Rights in the workplace
Are you angry because you didn't get the holidays you wanted? Do you have reason to believe you're not getting paid enough for your age? Have you been working more hours than you are supposed to? You need to get in touch with your rights!
Know your rights!
Draw a line and match the right to its definition.
Rights
Definition
1. Equal opportunity employment
2. A safe place to work
2. Occupational health and safety
5. A fair go for pregnant women
3. Agreements/awards
1. A fair go for everybody
4. Overtime
3. A specific wage
5. Pregnancy discrimination
4. Time worked before or after your regularly working hours
Right on
Which right is most important to you and why?
_Overtime, because we deserve to pay more for the overtime we’ve done ____________________________________________________________________________
_Occupational health and safety, because that’s our right to get cover at work____________________________________________________________________________
__Equal opportunity employment, because it’s not fair if we are judge by our background, religion, racist, and gender__________________________________________________________________________
DISCRIMINATION
Everyone deserves a "fair go" at work. That means being treated fairly, having the same opportunities as others and being paid properly for your work. To support this the law says an employer must not discriminate between employees. Whether you are a man or woman, a person of any race, religion or culture, young or old, parent or single, an active union member, an injured worker, a disabled worker, or a pregnant worker, you must receive a fair go at work.
That means you are entitled to:
. freedom from insults or jokes based on sex, race, religion or culture
. equal pay for equal work
. access to job opportunities and promotion
. fair share of training
. support if you are injured
. support, where appropriate, so your work fits in with your family life.
Case study
Write a 'make-belief' case study of an employee that has been discriminated against in their workplace. Include how and why they were discriminated against, what their actions were in attempt to get help and how the conflict ended.
AWARDS/AGREEMENTS
Use the Glossary definition and define an award/agreement
__Award/agreement : A legal document which specifies the minimum conditions under which you are employed. It covers matters like wages, holidays, sick leave and overtime. Awards sometimes also set out the basic requirements of things like maternity leave. Employers must abide by the conditions of the award because it is a legal document.__________________________________________________________________________
____________________________________________________________________________
What's good for employees about awards/agreements?
__The employees know what’s their right and their responsibility __________________________________________________________________________
____________________________________________________________________________
Back in front
You have the right to receive the correct pay, but working out exactly how much is owed to you is not always easy.
Use the Job Union Match section and work out how much these full-time jobs would expect to be paid yearly?
Occupation
Graduate/Training Salary
Professional Salary
Doctor
$52,456
$156,784
Accountant
$41,636
$134,242
Child care worker
$32,142
$117,420
Graphic designer
$32,893
$129,571
Hairdresser
$28,756
$56,694
Physiotherapist
$42,639
$151,278
Travel Agent
$17,000
$158,080
Veterinarian
YOUTH WAGES
'Youth wages' or 'junior wages' are rates of pay for young people.
What ages do youth wages apply to? Between 15 and 21 years old Hint: check out the Youth Wages Fact Sheet
Do you think youth wages are fair? any experiences I think it’s fair enough, because they don’t have on those ages. Find a partner and discuss. Explain your answer in detail. Share your answer with the class.
OVERTIME
Finding that 9-5 doesn't apply? Working long hours and receiving no extra pay?
It looks like you've been doing a little overtime - the time worked before or after your regularly scheduled working hours.
Use the Overtime Fact Sheet and the Glossary section to define the followingterms:
Paid overtime __: payment for extra hours worked;_______________________________________________________________
Time off in-lieu ____: paid time off instead of extra pay____________________________________________________________
Unpaid overtime ____you work and you don't get any extra pay or any time off.___________________________________________________________
How many hours is a full time employee expected to work a week before overtime applies? 37.5 hour a week
Reasonable hours are safer hours
Read the Overtime Fact Sheet and answer the following questions.
Why do you think that it important that people do not work too much over time?
________As well as denying you a social life, long working hours leads to inadequate rest, causes stress, disrupts personal and family life, could mean a higher risk of heart disease and can worsen existing medical problems._______________________________________________________________________________________________________________________________________________________________________________________________________________________________
How does overtime contribute to bad health?
__1. We don’t have enough time to sleep ____________________________________________________________________________2. Our eating habits could change _____________________________________________________________________________3. Breathe faster and shallower ____________________________________________________________________________
Lists some appropriate steps an employee could take to prevent them from working overtime.
Using the award, because we can sue the employer if they are still insist push us to work overtime_____________________________________________________________________________ __________________________________________________________________________________________________________________________________________________________
Exercise 5
Complete the exercises on "Unions have millions of members", which is located on the Worksite website. This will test your knowledge on the role of unions.
King of the mountain?
The Australian Council of Trade Unions (ACTU) was established to represent the national interests of Australian unions, and is now a peak body which represents workers both locally and internationally.
The ACTU coordinates campaigns on important work-related issues and is responsible for lodging pay claims with the Australian Industrial Relations Commission on behalf of its member unions.
The ACTU also negotiates with the government, does research and analysis and keeps people in touch with workers in other countries.
Quick
United they stand
United they stand
When was the ACTU established?
Melbourne in 1927
How many unions does the ACTU represent?
Made up of 46 unions
Which Australian Prime Minister was once president of the ACTU?
Bob Hawke
Who is the current president of the ACTU?
Sharan Burrow
What was her first profession?
Teacher of high school
What is APHEDA?
APHEDA stands for Australian People for Health, Education and Development Abroad. It is the overseas humanitarian aid agency of the ACTU. APHEDA assists international development by supporting skills training projects for workers in South East Asia, the Pacific, southern Africa and the Middle East. Click here for more details.
Consider
ACTUality
a) What do you think the ACTU is best known for?
To represent the interests of the union movement.
b) Write a one page `biography' of the ACTU.
If you're working and you're a member of a union, then there's a good chance your union is a member of the Australian Council of Trade Unions, otherwise known as the ACTU. The ACTU is the peak organization representing unions nationally in Australia and internationally around the world.The ACTU has been around for around 76 years, having first been established in Melbourne in 1927 when the State unions recognized the need for a national organization to represent the interests of the union movement.Today the ACTU is made up of 46 unions and represents around 1,786,000 Australian workers, that’s around 20% of the full-time workforce. (ABS August 2006)There is a branch of the ACTU in each state and territory of Australia. These are called Trades and Labor Councils.
The ACTU supports:
Equal opportunity in the workplace.
An Australian republic.
Competency based training for workers, where workers don't end up in 'dead end' jobs and people are paid according to skill, not age.
Indigenous Australians in their struggle for a just outcome on land rights, reconciliation and recognition of their culture.
Economically sustainable development.
the call for the abolition of child labour and the exploitation of outworkers
Some current ACTU National Campaigns are:
Maternity Leave. The ACTU is campaigning for the introduction of paid maternity leave for all Australian women. Click here for more details.
Reasonable Hours. The ACTU's Reasonable Hours campaign aims to raise awareness about the effects of long working hours. Click here for more details.
Minimum Wages. The ACTU's Minimum Wages campaign aims to deliver a wage increase to award workers consistent with outcomes for others in the community and provide a real wage increase for the lowest paid. Click here for more details.
worker2worker. worker2worker is an ACTU/union initiative, which informs young people of their rights and responsibilities at work and provides advice on how to resolve workplace issues. Click here for more details.
Call Central. A campaign for decent minimum standards in the Call Centre Industry. Click here for more details.
If a work issue affects employees from a number of unions, the ACTU will usually be in charge of mounting a case that supports their reasons for wanting improved working conditions. This involves researching and writing a submission called a 'claim'. When the claim is ready, the ACTU formally presents it to the Australian Industrial Relations Commission (AIRC) - the court for industrial disputes. It's the AIRC's job to listen to evidence and arguments from unions, employers, the government and community groups and make an unbiased decision about the claim.
c) Make a list of what you think are the top three achievements of the ACTU.
1. What would it take for Melbourne's stonemasons, carpenters, bricklayers, slates, plumbers, painters and coachbuilders to go marching through the city streets with placards? The push to reduce the working day to eight hours for the building trades, that's what! In Melbourne after union meetings, strikes and the march their wish for an eight hour day came true. In Sydney it wasn't so simple - only the stonemasons were lucky. In 1856 the Melbourne tradesmen formed the `Eight Hours League' and built a headquarters on land the government gave them. Melbourne Trades Hall - became known as the `working man's parliament'.
2. Remember Bob Hawke? His biggest claim to fame is probably being Prime Minister of Australia (1983-1991), but guess where he started his political career? Yep. The ACTU! In 1958 Bob was a research officer at the ACTU and was elected President in 1969. Other well-known ACTU presidents turned politicians include Martin Ferguson and former Labor leader Simon Crean.
3. Representing approximately 1.8 million Australian workers
d) Make a list of the problems the ACTU might face.
1. From the government policy
2. From the Employer
Opinion
What if...
Imagine there were no unions and no ACTU. How would the world of work be different? Consider issues like wages, a fair go for everyone and occupational health and safety.
Every worker might be don’t get a fair wages, no sick leave, their healthy and safety at work place.
Quizzes
Quiz 1
Complete the quiz "Export and multi-skilling - Toyota" , which is located on the Worksite website.
Quiz 2
Complete the quiz "Violence in the Workplace" , which is located on the Worksite website. Click on the link below.
Case Study
Email Policy
The following links to the Australasian Legal Information Institute have some interesting information regarding the use of e-mail in the workplace. This is an area that has hit the media and the courtrooms recently due to employee claims of unfair dismissal and invasion of privacy.
The section of the website called, Privacy Law and Policy Reporter, publishes articles relating to privacy and computing. Read the article titled E-mail Privacy
The article recommends that organizations publish their email policy so that employees are aware of the correct use of email and the consequences of any breach of the email policy.
Task 1
1. Locate your work placement or another organization’s email policy. Briefly outline the acceptable use of email for your organization. Are the consequences of breaching this policy documented? If so what are the consequences?
We are not allow to use the email for private purpose, we will get a warning note if we breaching the policy, if we still breach the policy the company can sack us.
Employees and emails
Look at this web site Read the section Legal Setting of employment. This section discusses the topic of surveillance. Computer software can now monitor every keystroke that an employee makes for as little as $99. This section also refers to "cyber slacking", which is the use of email and the internet during work time posing a threat to productivity.
A well publicized court case involving the use of email during work time was between Ansett and one of its employees, Ms Gencarelli. Ms Gencarelli was a union delegate and she distributed information via email which was critical of Ansett's role in the negotiations with her union. She was dismissed for "unauthorized business use" of email. The case went to court and the judge ruled that the use of email was "authorized business use" and Ms Gencarelli was reinstated.
You can read the details of this case here under the heading Employees and emails
Task 2
1. Computerization has increased productivity, however, it also has the capacity to decrease productivity. How?
Computerization can increase productivity if the employee only using the computer to support their work only, if the employee only using the computer for checking their own private email at the work time, it will be decrease productivity.
2. What strategies are some companies implementing to monitor employees use of computers during work time ? Is this ethical?
Some companies have begun using surveillance software that covertly monitors and records each keystroke an employee makes: every letter, every comma, every revision, and every flick of the fingertip, regardless of whether the data is ever saved in a file or transmitted over a corporate computer network.
It’s depend on the situation of workplace, aren’t the employee not productive again
3. Do you agree with the judge's ruling in the case between Ms Gencarelli and Ansett ? Why or why not? Yes I agree, because Ms. Gencarelli was using the computer to send email for the Ansett costumer
Other Resources
ANTA. (1998). Information Technology, Client Support Training Package - ICA98. Work effectively in an information technology environment. Learner Guide. Australian Training products - Melbourne.
Australia Post
Australasian Legal Information Institute
Big W
Le Rossignol, K. (1999). Communication Skills for the Workplace. Eastern House - Victoria.
Scannell, D. (1996). The Information Technology Industry. Eastern House - Victoria.
Sydney City Council
Worksite.
The NSW HSC Online© site is bound by the responsibilities outlined in the disclaimer.
Reference: http://hsc.csu.edu.au/info_tech/core/work/icaittw001b/Main_work_effectively.html
Objective - develop competencies in:
1. Comply with general information technology policies and procedures.
2. Promote the organization and the Information Technology department in a manner consistent with the organization's mission.
3. Identify information technology equipment, software and operating systems supported by the organization.
Key Players Who are key players?
How do you promote the organization? Learn how employees promote their organization.
Policies & Procedures What policies are likely to be in the work place?
Mission Statements What are they and look at some examples
Organizational Charts Examples of organizational charts
IT Functions Learn about the five general sectors of I.T
Exercise 1 Short answer questions relating to an IT environment
Unions Learn about unions from a young worker's point of view.
IT Careers Learn about the career choices and planning in IT
Exercise 2 Research an IT career
Exercise 3 Short answer questions about promoting the organization
Exercise 4 Rights in the Workplace
Exercise 5 Unions have millions of members
Quiz 1 Export and multi-skilling - Toyota
Quiz 2 Violence in the Workplace
Case Study Can you lose your job over email?
Glossary Explanation of terms that will help you with this unit
Other Resources Useful links
Glossary
Anti-discrimination
The Anti-Discrimination Act (1997) is designed to protect your rights and to prevent discrimination. This includes equality in the workplace and in other aspects of your life.
Capital equipment
An object which is a financial asset needed for an undertaking or to perform a service. Generally, capital equipment is a financial asset that adds to the net worth of a business.
Code of conduct
Ethics agreement which details acceptable behaviors and conduct for a particular company or role.
Contractor
A person or organization that agrees to provide materials or perform services at a specified price, especially for construction or development work.
Contracts
An employment agreement between employer and employee, which is enforceable by law. A contract of employment sets out the conditions and terms under which an employee accepts to work in a particular job, such as the wage or salary amount, number or spread of working hours and whether overtime is paid or allowed.
Computing support
The provision or maintenance of hardware and software assistance.
Consumables
Computer related goods, which are used in the daily use or maintenance of a computer system, for example ink cartridges for a printer.
Corporate hardware and software
Approved hardware and software products used within a business.
Deadlines
A time limit for the completion of a task.
Duty statements
Also known as a job description. A document which describes the purpose, expected activities and responsibilities of a particular job.
E business
E business (electronic business) is the conduct of business on the internet
EEO
Equal Employment Opportunity. Any person employing other people has to take care to treat those people fairly, and not to discriminate on the grounds of race, sex, marital status, physical or mental impairment or sexual preferences.
Employer/employee rights and responsibilities
The duties and conformable rules or guidelines for a worker who is hired to perform a job, the employee, and the person or company that employ workers, the employer.
External client
A customer or someone who pays for goods or services who is independent of the organization delivering the service.
Help desk
A department within a company that responds to technical questions. Most large software companies have help desks to answer user questions. Questions and answers can be delivered by telephone, email or fax .
Internal client
A customer within the limits of the organization.
Mission statement
A declaration of a company's vision and role statement.
Organizational chart
A graphic representation of how authority and responsibility is distributed within a company or other organization.
Outsourcing
Paying another company to provide services which a company might otherwise have employed its own staff to perform, for example software development.
Project teams
A group organized to work together to undertake and complete an extensive task.
Strategic plan
A plan detailing where a company wants to be in the future. These plans usually have a strong emphasis on new technologies and ways of conducting business, such as e business.
Supplier
Someone whose business is to supply a particular service or commodity.
Workplace committees
A group of people officially delegated to perform a function, such as investigating, considering and/or reporting on a particular aspect of the workplace such as an Occupational Heath and Safety Committee.
Work schedules
A plan for performing work or achieving an objective by specifying the order and allotted time for each part.
Key Players
Key players are personnel within an organization that are essential for the functioning of that section or department. Within an organization key players may include:
. Your supervisor
. Your trainer
. A manager
. Helpdesk staff
. Other colleagues in the department or division
There may be a number of key players outside your organization that influence how information technology is used in your organization. These may include:
. Government departments
. Vendors of information technology products or the customer
. Professional bodies and societies such as the Australian Computer Society
. Industry publications
. Employer organizations and relevant unions
(Reproduced with permission of ANTA. (1998). Information Technology, Client Support Training Package - ICA98. Work effectively in an information technology environment. Learner Guide. Australian Training products - Melbourne.)
How do you promote the organization?
Promoting the organization to internal and external customers needs to be done in a manner consistent with organizational policies and procedures. You will need to establish how the organization wants to be promoted. To do this you may need to understand the organization’s mission statement. Mission statements are usually found in the organization’s strategic plan. The mission statement and organizational plans are often published on the organization’s web site.
Organizations promote themselves through corporate advertising. This includes posters, brochures, listings in phone books, promotion of their mission statement within the organization and having a presence on the internet. Individuals promote and are a representative of their organization. The overall image of the organization can be conveyed by the collective approach that staff have to customers, their dress, telephone manner and how their business is conducted, including meetings, presentations and interviews.
The organization may also have a code of conduct that outlines the manner in which staff are expected to conduct themselves when consulting customers. If you are unsure about what is expected of you, speak with your supervisor, trainer or mentor who can clarify the situation for you.
(Reproduced with permission of ANTA. (1998). Information Technology, Client Support Training Package - ICA98. Work effectively in an information technology environment. Learner Guide. Australian Training products - Melbourne.)
Policies & Procedures
Each organization will have its own policies and procedures. They may be directly related to the use of technology or designed to cover many aspects of the organization. These policies and procedures may include -
. Occupational Health & Safety (OH&S) guidelines
. Equal Employment Opportunity (EEO) guidelines
. Guidelines outlining work practices in a department
. The structure of departments within an organization
. Work agreements or enterprise bargains
. Manuals on how to use technological equipment
. Preventative maintenance procedures
.Purchasing requisition procedures and documentation
(Reproduced with permission of ANTA. (1998). Information Technology, Client Support Training Package - ICA98. Work effectively in an information technology environment. Learner Guide. Australian Training products - Melbourne.)
Mission Statements
A mission statement refers to the core business of the company, their general philosophy and customer service focus. Organizations often have their mission statement on display in the foyer of their office. Mission statements are readily accessible for viewing by the public as organizations publish them in documents, such as annual reports and overviews of the organization.
Mission statements need to be concise and effective, for example, Big W's mission statement is "To provide our customers with the best quality merchandise at the best possible prices". This gives the customer and the employee the focus of the organization, which is to sell products at a lower price than their competitors. More information on Big W
Another example of a mission statement is Australia Post's. Here is an extract from their mission statement, "Australia Post is committed to providing high-quality mail and parcel services to all Australians". For more information about Australia Post look at the website
Organizational Charts
Organizational charts are used to represent the hierarchical or vertical structure of the organization. These charts depict the reporting and communication lines for the organization.
An organizational chart usually includes job or position description, and in some cases the name of the person holding that position.
A sample organizational chart is shown below:
For another sample organizational chart see the Sydney City Council site
Information Technology Functions
Information Technology can be used for a wide range of functions depending on the sectors within the industry, the type of organization and the business conducted. The structure of the Information Technology department may be a separate branch, department, division or an integrated function of an organization.
The five general sectors of the Information Technology industry include:
. computer hardware
. communications hardware
. packaged software
. computer services
. communication services
(Ref - The Information Technology Industry, Scannell, pp. 17)
Each of these general sectors uses information technology in different ways to achieve different organizational goals. For example, in the Computer Services sector, information technology may be used for:
. data processing
. information storage and retrieval
. computer maintenance
. computer consultancy
(Ref - The Information Technology Industry, Scannell, pp. 23)
Unions
A union is an organization of employees which acts collectively for mutual protection and assistance. Unions represent workers in dealings with employers. They negotiate wages and conditions of employment for their members.
For more information on unions, click on the link "Clueless About Unions" . It was written by a 16 year old who did work experience at the Finance Sector Union.
Information Technology Careers
The Information Technology industry is well known for its breadth and diversity. It is a dynamic area and students are well advised to read widely for current trends and emerging technologies. The broad fields in the Information Technology industry can include those associated with hardware, software, web design, networking, marketing, help desk, and communications. Many jobs in Information Technology are a broad combination of several areas. To gain an insight into the careers in the Information Technology industry, look at the following websites listed below. A brief description of each site is included.
Australian Careers Directory
The Australian Careers Directory site is designed to help you understand your career options. Here is an extract from the site. "Welcome to the Australian Careers Directory. This is a collection of links to help you explore sites which can help with career exploration and decision making, job search, decision making, career related education, training resources and law" Click on this link to get more information http://www.careers.gov.au/ Have a look at the "Get Access - Careers Game". A fun decision support system to help you select the most appropriate career for you.
1. Click on the "Careers Guidance" link.
2. Click on the "Self assessment Tools" link.
3. Click on the "Get Access" link.
Careers Online
The careers online website is designed to help you plan your career. "Through Australia's careers online job seekers of any age get help with their career planning and employment and job search."
Here is the link http://www.careersonline.com.au/
Another career planning website is located at: http://www.myfuture.edu.au/
Activities
Exercise 1
Using your work placement company or another organization that you are studying, write a 2-3 page report which addresses each of the following points.
1. Identify the name, address, telephone and fax numbers of your organization
City of Sydney Council, Tel: 02 9265 9333Email: council@cityofsydney.nsw.gov.au TTY: 02 9265 9276 (for a person disable of hearing) Sites web: http://www.cityofsydney.nsw.gov.au/
Central Business District
Level 2, Town Hall House456 Kent Street, SydneyMonday- Friday: 8.00-18.00
Erskineville
104 Erskineville Road, ErskinevilleMonday - Friday: 9.00-17.00
Kings Cross
50-52 Darlinghurst Road, Kings CrossMonday - Friday: 9.30-17.30, Saturday: 9.00-12.00
Glebe
Glebe Town Hall160 St Johns Road, GlebeMonday - Friday: 8.30-17.30
Redfern
Tower 2, 1 Lawson Square, RedfernMonday - Friday: 8.00-17.30, Saturday: 9.00-12.00
2. Identify and briefly explain the role of the key players in the organization.
The City of Sydney aims to be an employer of choice by attracting highly-skilled, energetic people who will add impetus to the development of an innovative, effective organization.
3. Create an organizational chart for your organization.
Councilors—manager—employee --client
4.
a. What is the mission statement of the organization? The City of Sydney aims to be an employer of choice by attracting highly-skilled, energetic people who will add impetus to the development of an innovative, effective organization.
b. If it is not written down, is there an implied mission statement? The City of Sydney aims to make Council services easy and convenient to access through its locations across the City.
c. What does the mission statement mean to the employees ?. How does it help them to assimilate into the workplace? To give a better service to the community of Sydney
. Briefly list and explain the information technology functions within the organization
. computer hardware
. communications hardware
. packaged software
. computer services
. communication services
. data processing
. information storage and retrieval
. computer maintenance
. computer consultancy
5. Identify information technology equipment in use in the organization
a. hardware,
b. software (including operating system software),
The State Heritage Inventory or online database contains over 20,000 heritage items on statutory lists in New South Wales. This information is mainly provided by local councils and most records have basic identification information such as Name, Address and Listing.
It also includes items listed on the State Heritage Register which can be searched separately, using additional search criteria.
While the Heritage Office seeks to keep the Inventory up to date, the most recent listings in local and regional environmental plans may not yet be included. Always check with the relevant Local Council or Shire for the most recent listings.
c. description of any special information technology equipment used in the workplace.
Heritage Links
Barani, Indigenous History of Sydney City
Website: www.cityofsydney.nsw.gov.au/barani/
City of Sydney Archives Images Library
Website: www.cityofsydney.nsw.gov.au/ArchivesWeb/scripts/home.asp
Sydney History
Website: www.cityofsydney.nsw.gov.au/history
NSW Heritage Office
Allows you to search the State Heritage Register and the State Heritage Inventory, which include items within the City of Sydney. Also provides a list of Publications providing guidance on a range of heritage issues under the 'Publications & Forms' tab, including 'Altering Heritage Assets'; 'Conservation Products and Services'; 'Heritage Consultants Directory'; 'How to carry out work on heritage buildings and sites”: the 'Maintenance series' and 'Principles of Conservation Work on Heritage Places.',
Website: http://www.heritage.nsw.gov.au/
National Trust of Australia (NSW)
The Trust classifies heritage items and keeps a register of these items. The Trust also has a number of useful publications available online.
Website: http://www.nsw.nationaltrust.org.au/
National Trust of Australia (Victoria)
This site has publications under 'Conservation', 'Useful Documents' tabs, including 'Australian Housing Styles' and 'Twelve Tips for Caring for Old Buildings.'
Website: http://www.vic.nationaltrust.org.au/
NSW Department of National Parks and Wildlife Services
Responsible for protecting and managing Aboriginal sites, objects and places of special significance to Aboriginal people within NSW.
Website: http://www.nationalparks.nsw.gov.au/
Commonwealth Department of Environment and Heritage
Provides access to a number of heritage databases including the Australian Heritage Database, National Heritage List and Commonwealth Heritage List. See 'Heritage' tab on the front page.
Website: http://www.deh.gov.au/
Royal Australian Institute of Architects
Maintains a register of significant 20th century buildings.
Website: http://www.architecture.com.au/
Australia ICOMOS
This is the peak association of heritage professionals in Australia. ICOMOS (International Council on Monuments and Sites) is primarily concerned with the philosophy, terminology, methodology and techniques of conservation. It is a non-government professional organisation formed in 1965. It is closely linked to UNESCO with national committees in some 100 countries with the headquarters in France.
The site includes the Burra Charter, the principle document guiding heritage conservation in Australia under the 'Charters and Publications' tab.
Website: www.icomos.org/australia/
'Ian Evans’ World of Old Houses
The following website is a one-stop shop of information on conservation of old Australian houses. Ian Evans is the author of a number of popular books on the subject, including 'How to Restore the Old Aussie House' and 'Caring for Old Houses', and co-author of “Colour Schemes for Old Australian Houses' and 'More Colour Schemes for Old Australian Houses'.
Website: www.oldhouses.com.au/
6. Find out and write down the telephone number and location of your nearest branch of the Australian Computer Society.
Secretariat Address
Sydney Mechanics School of ArtsLower Ground280 Pitt StreetSYDNEY NSW 2000 Ph: +61 2 9261 4411 Fax. +61 2 9261 4277 Email: acsnsw@acslink.net.au
7. Find out where the following policies and procedures are located in your organization and write down where they are kept.
Occupational Health & Safety
The Council of the City of Sydney is committed to the occupational health and safety of all employees and those visiting Council premises by providing a safe and healthy workplace. The City regards its occupational health and safety responsibilities with the utmost importance and is committed to provide the necessary resources to comply with all relevant Acts and Regulations.
To achieve the commitment to Occupational Health and Safety, the City Occupational Health Safety and Rehabilitation Unit has developed numerous programs, in consultation with staff, to achieve a reduction in the number and severity of injuries in the workplace. The City's Occupational Health and Safety Committee conducts regular workplace inspections and plays an advisory role to staff and management.
The City contributes to improvements in equipment design and work practices to achieve higher levels of safety which are recognized throughout Local Government. The City is also represented on regional OH&S committees participating in regional initiatives to improve safety in the work environment.
b. Equal Employment Opportunity
The Council of the City of Sydney has a commitment to equal employment opportunity under the obligations of the Anti-Discrimination Act and other relevant legislation. This commitment is reflected by the integration of the principles of EEO into the City's policies and work practices.
c. Purchasing Guidelines
EXAMPLE ON APRIL 30th 2007,
GUIDELINES FOR TABLE PURCHASING FOR CHARITY AND FUNDRAISING EVENTS
The following are recommended as guidelines to assist with determining whether a table should be purchased. Priority will be given to purchasing tables for events/functions which:
(a) Contribute toward a coordinated approach to service delivery and the development of responses to emerging social, community, cultural or economic issues.
(b) Strengthen formal and informal support networks, reduce isolation and increase community participation and opportunities.
(c) Increase access to and the achievement of basic rights for people with the greatest need.
(d) Promote a balanced debate aimed at achieving social harmony.
(e) Raise funds for a cause or organization which is in keeping with the City’s interests or experiencing exceptional circumstances involving genuine hardship. (f) Events linked to the corporate and strategic objectives of the City.
d. Information Technology Tray
You can find more detail by using the site
www.cityofsydney.nsw.gov.au/.../GreenSquare/HistoriesofGreenSquare.pdf - 2007-07-28
Exercise 2
1. Identify career options in the Information Technology industry.
Click on this link to get more information http://www.careers.gov.au/ Have a look at the "Get Access - Careers Game". A fun decision support system to help you select the most appropriate career for you
2. Your task is to create a profile of a person currently working in the Information Technology industry.
a. Create a questionnaire to be used to gather information.Include questions that will enable you to gather informationon:
Name : James Lee
Job title : IT programmer
Name of company : IT Link
Job description or role : Analyst program
Information Technology skills required to do this job : Microsoft Office Tools Microsoft Office Outlook Microsoft Office Excel Microsoft Office Word Microsoft office Visio Microsoft Office Power Point Master Landscape Pro™ Version 10
Salary (optional) : 120.000 pa
Length of time at current job role : 8 hour
Training or qualifications required : Bachelor of IT
How did you get this job? Internet advertisement
Future career aspirations: Have my own IT company
3. Use desktop publishing software to create a personal career profile - including a scanned photo or photo taken using a digital camera. A Sample format is included below to help you
Exercise 3
Choose an information technology workplace and complete the exercises below.
1. Locate samples of information that the organization distributes to its customers. This could include pamphlets, booklets and posters that advertise various aspects of the organization. What does this information reveal about the organization?
http://www.componentsource.com/, they’re using web page to advertise their product and service.
2. Does the organization have guidelines that direct the way in which the organization is promoted? If so what are they, if not why aren't guidelines necessary?
IT-Workplace is a software company that specialists in Business Intelligence reporting solutions. Our primary product, Intelligencia, is designed to allow enterprise wide distribution of print quality reports from multidimensional (Olap) databases. IT-Workplace solutions deliver simple end-user driven report authoring combined with scalable web based server technology to maximize the data assets in your business.
The software IT-Workplace develops is 100% focused on Microsoft technology and is based on the .NET platform. All software development conforms to Microsoft, methodologies and architectures.
Whether direct or in conjunction with our solutions partners, we aim to provide organizations with better, faster and easier access to the information that exists within their operational systems and external data sources.
Our customer base crosses widely varied business segments demonstrating the general appeal of Intelligences and confirming our belief that a large market for BI reporting is as-yet unsatisfied by other vendors.
Exercise 4
Complete the exercise on "Rights in the Workplace", which is located on the Worksite website. This will test your knowledge on rights and responsibilities in the workplace.
Activity K
Rights in the workplace
Are you angry because you didn't get the holidays you wanted? Do you have reason to believe you're not getting paid enough for your age? Have you been working more hours than you are supposed to? You need to get in touch with your rights!
Know your rights!
Draw a line and match the right to its definition.
Rights
Definition
1. Equal opportunity employment
2. A safe place to work
2. Occupational health and safety
5. A fair go for pregnant women
3. Agreements/awards
1. A fair go for everybody
4. Overtime
3. A specific wage
5. Pregnancy discrimination
4. Time worked before or after your regularly working hours
Right on
Which right is most important to you and why?
_Overtime, because we deserve to pay more for the overtime we’ve done ____________________________________________________________________________
_Occupational health and safety, because that’s our right to get cover at work____________________________________________________________________________
__Equal opportunity employment, because it’s not fair if we are judge by our background, religion, racist, and gender__________________________________________________________________________
DISCRIMINATION
Everyone deserves a "fair go" at work. That means being treated fairly, having the same opportunities as others and being paid properly for your work. To support this the law says an employer must not discriminate between employees. Whether you are a man or woman, a person of any race, religion or culture, young or old, parent or single, an active union member, an injured worker, a disabled worker, or a pregnant worker, you must receive a fair go at work.
That means you are entitled to:
. freedom from insults or jokes based on sex, race, religion or culture
. equal pay for equal work
. access to job opportunities and promotion
. fair share of training
. support if you are injured
. support, where appropriate, so your work fits in with your family life.
Case study
Write a 'make-belief' case study of an employee that has been discriminated against in their workplace. Include how and why they were discriminated against, what their actions were in attempt to get help and how the conflict ended.
AWARDS/AGREEMENTS
Use the Glossary definition and define an award/agreement
__Award/agreement : A legal document which specifies the minimum conditions under which you are employed. It covers matters like wages, holidays, sick leave and overtime. Awards sometimes also set out the basic requirements of things like maternity leave. Employers must abide by the conditions of the award because it is a legal document.__________________________________________________________________________
____________________________________________________________________________
What's good for employees about awards/agreements?
__The employees know what’s their right and their responsibility __________________________________________________________________________
____________________________________________________________________________
Back in front
You have the right to receive the correct pay, but working out exactly how much is owed to you is not always easy.
Use the Job Union Match section and work out how much these full-time jobs would expect to be paid yearly?
Occupation
Graduate/Training Salary
Professional Salary
Doctor
$52,456
$156,784
Accountant
$41,636
$134,242
Child care worker
$32,142
$117,420
Graphic designer
$32,893
$129,571
Hairdresser
$28,756
$56,694
Physiotherapist
$42,639
$151,278
Travel Agent
$17,000
$158,080
Veterinarian
YOUTH WAGES
'Youth wages' or 'junior wages' are rates of pay for young people.
What ages do youth wages apply to? Between 15 and 21 years old Hint: check out the Youth Wages Fact Sheet
Do you think youth wages are fair? any experiences I think it’s fair enough, because they don’t have on those ages. Find a partner and discuss. Explain your answer in detail. Share your answer with the class.
OVERTIME
Finding that 9-5 doesn't apply? Working long hours and receiving no extra pay?
It looks like you've been doing a little overtime - the time worked before or after your regularly scheduled working hours.
Use the Overtime Fact Sheet and the Glossary section to define the followingterms:
Paid overtime __: payment for extra hours worked;_______________________________________________________________
Time off in-lieu ____: paid time off instead of extra pay____________________________________________________________
Unpaid overtime ____you work and you don't get any extra pay or any time off.___________________________________________________________
How many hours is a full time employee expected to work a week before overtime applies? 37.5 hour a week
Reasonable hours are safer hours
Read the Overtime Fact Sheet and answer the following questions.
Why do you think that it important that people do not work too much over time?
________As well as denying you a social life, long working hours leads to inadequate rest, causes stress, disrupts personal and family life, could mean a higher risk of heart disease and can worsen existing medical problems._______________________________________________________________________________________________________________________________________________________________________________________________________________________________
How does overtime contribute to bad health?
__1. We don’t have enough time to sleep ____________________________________________________________________________2. Our eating habits could change _____________________________________________________________________________3. Breathe faster and shallower ____________________________________________________________________________
Lists some appropriate steps an employee could take to prevent them from working overtime.
Using the award, because we can sue the employer if they are still insist push us to work overtime_____________________________________________________________________________ __________________________________________________________________________________________________________________________________________________________
Exercise 5
Complete the exercises on "Unions have millions of members", which is located on the Worksite website. This will test your knowledge on the role of unions.
King of the mountain?
The Australian Council of Trade Unions (ACTU) was established to represent the national interests of Australian unions, and is now a peak body which represents workers both locally and internationally.
The ACTU coordinates campaigns on important work-related issues and is responsible for lodging pay claims with the Australian Industrial Relations Commission on behalf of its member unions.
The ACTU also negotiates with the government, does research and analysis and keeps people in touch with workers in other countries.
Quick
United they stand
United they stand
When was the ACTU established?
Melbourne in 1927
How many unions does the ACTU represent?
Made up of 46 unions
Which Australian Prime Minister was once president of the ACTU?
Bob Hawke
Who is the current president of the ACTU?
Sharan Burrow
What was her first profession?
Teacher of high school
What is APHEDA?
APHEDA stands for Australian People for Health, Education and Development Abroad. It is the overseas humanitarian aid agency of the ACTU. APHEDA assists international development by supporting skills training projects for workers in South East Asia, the Pacific, southern Africa and the Middle East. Click here for more details.
Consider
ACTUality
a) What do you think the ACTU is best known for?
To represent the interests of the union movement.
b) Write a one page `biography' of the ACTU.
If you're working and you're a member of a union, then there's a good chance your union is a member of the Australian Council of Trade Unions, otherwise known as the ACTU. The ACTU is the peak organization representing unions nationally in Australia and internationally around the world.The ACTU has been around for around 76 years, having first been established in Melbourne in 1927 when the State unions recognized the need for a national organization to represent the interests of the union movement.Today the ACTU is made up of 46 unions and represents around 1,786,000 Australian workers, that’s around 20% of the full-time workforce. (ABS August 2006)There is a branch of the ACTU in each state and territory of Australia. These are called Trades and Labor Councils.
The ACTU supports:
Equal opportunity in the workplace.
An Australian republic.
Competency based training for workers, where workers don't end up in 'dead end' jobs and people are paid according to skill, not age.
Indigenous Australians in their struggle for a just outcome on land rights, reconciliation and recognition of their culture.
Economically sustainable development.
the call for the abolition of child labour and the exploitation of outworkers
Some current ACTU National Campaigns are:
Maternity Leave. The ACTU is campaigning for the introduction of paid maternity leave for all Australian women. Click here for more details.
Reasonable Hours. The ACTU's Reasonable Hours campaign aims to raise awareness about the effects of long working hours. Click here for more details.
Minimum Wages. The ACTU's Minimum Wages campaign aims to deliver a wage increase to award workers consistent with outcomes for others in the community and provide a real wage increase for the lowest paid. Click here for more details.
worker2worker. worker2worker is an ACTU/union initiative, which informs young people of their rights and responsibilities at work and provides advice on how to resolve workplace issues. Click here for more details.
Call Central. A campaign for decent minimum standards in the Call Centre Industry. Click here for more details.
If a work issue affects employees from a number of unions, the ACTU will usually be in charge of mounting a case that supports their reasons for wanting improved working conditions. This involves researching and writing a submission called a 'claim'. When the claim is ready, the ACTU formally presents it to the Australian Industrial Relations Commission (AIRC) - the court for industrial disputes. It's the AIRC's job to listen to evidence and arguments from unions, employers, the government and community groups and make an unbiased decision about the claim.
c) Make a list of what you think are the top three achievements of the ACTU.
1. What would it take for Melbourne's stonemasons, carpenters, bricklayers, slates, plumbers, painters and coachbuilders to go marching through the city streets with placards? The push to reduce the working day to eight hours for the building trades, that's what! In Melbourne after union meetings, strikes and the march their wish for an eight hour day came true. In Sydney it wasn't so simple - only the stonemasons were lucky. In 1856 the Melbourne tradesmen formed the `Eight Hours League' and built a headquarters on land the government gave them. Melbourne Trades Hall - became known as the `working man's parliament'.
2. Remember Bob Hawke? His biggest claim to fame is probably being Prime Minister of Australia (1983-1991), but guess where he started his political career? Yep. The ACTU! In 1958 Bob was a research officer at the ACTU and was elected President in 1969. Other well-known ACTU presidents turned politicians include Martin Ferguson and former Labor leader Simon Crean.
3. Representing approximately 1.8 million Australian workers
d) Make a list of the problems the ACTU might face.
1. From the government policy
2. From the Employer
Opinion
What if...
Imagine there were no unions and no ACTU. How would the world of work be different? Consider issues like wages, a fair go for everyone and occupational health and safety.
Every worker might be don’t get a fair wages, no sick leave, their healthy and safety at work place.
Quizzes
Quiz 1
Complete the quiz "Export and multi-skilling - Toyota" , which is located on the Worksite website.
Quiz 2
Complete the quiz "Violence in the Workplace" , which is located on the Worksite website. Click on the link below.
Case Study
Email Policy
The following links to the Australasian Legal Information Institute have some interesting information regarding the use of e-mail in the workplace. This is an area that has hit the media and the courtrooms recently due to employee claims of unfair dismissal and invasion of privacy.
The section of the website called, Privacy Law and Policy Reporter, publishes articles relating to privacy and computing. Read the article titled E-mail Privacy
The article recommends that organizations publish their email policy so that employees are aware of the correct use of email and the consequences of any breach of the email policy.
Task 1
1. Locate your work placement or another organization’s email policy. Briefly outline the acceptable use of email for your organization. Are the consequences of breaching this policy documented? If so what are the consequences?
We are not allow to use the email for private purpose, we will get a warning note if we breaching the policy, if we still breach the policy the company can sack us.
Employees and emails
Look at this web site Read the section Legal Setting of employment. This section discusses the topic of surveillance. Computer software can now monitor every keystroke that an employee makes for as little as $99. This section also refers to "cyber slacking", which is the use of email and the internet during work time posing a threat to productivity.
A well publicized court case involving the use of email during work time was between Ansett and one of its employees, Ms Gencarelli. Ms Gencarelli was a union delegate and she distributed information via email which was critical of Ansett's role in the negotiations with her union. She was dismissed for "unauthorized business use" of email. The case went to court and the judge ruled that the use of email was "authorized business use" and Ms Gencarelli was reinstated.
You can read the details of this case here under the heading Employees and emails
Task 2
1. Computerization has increased productivity, however, it also has the capacity to decrease productivity. How?
Computerization can increase productivity if the employee only using the computer to support their work only, if the employee only using the computer for checking their own private email at the work time, it will be decrease productivity.
2. What strategies are some companies implementing to monitor employees use of computers during work time ? Is this ethical?
Some companies have begun using surveillance software that covertly monitors and records each keystroke an employee makes: every letter, every comma, every revision, and every flick of the fingertip, regardless of whether the data is ever saved in a file or transmitted over a corporate computer network.
It’s depend on the situation of workplace, aren’t the employee not productive again
3. Do you agree with the judge's ruling in the case between Ms Gencarelli and Ansett ? Why or why not? Yes I agree, because Ms. Gencarelli was using the computer to send email for the Ansett costumer
Other Resources
ANTA. (1998). Information Technology, Client Support Training Package - ICA98. Work effectively in an information technology environment. Learner Guide. Australian Training products - Melbourne.
Australia Post
Australasian Legal Information Institute
Big W
Le Rossignol, K. (1999). Communication Skills for the Workplace. Eastern House - Victoria.
Scannell, D. (1996). The Information Technology Industry. Eastern House - Victoria.
Sydney City Council
Worksite.
The NSW HSC Online© site is bound by the responsibilities outlined in the disclaimer.
Tuesday, September 11, 2007
communicate in workplace
ICAITTW002B
Communicate in the IT workplace
On completion of this unit learners should be competent in promoting professional client support through verbal and non-verbal communication. This Unit incorporates a broad knowledge of OH & S principles, organizational Policy and Procedures and the ability to process information and establish contact with both internal and external clients.
This Unit includes:
1. Establishing contact with clients
2. Processing information
Glossary Other Resources
Activities
Exercise-1 Communication Model Exercise 2 - Communication Media Exercise 3 - Questions Case Study 1 - Customer Service Exercise 4 - Memorandum Exercise 5 - Telephone Technique Exercise 6 - Facsimile Sample Project
Communicate in the IT workplace
On completion of this unit learners should be competent in promoting professional client support through verbal and non-verbal communication. This Unit incorporates a broad knowledge of OH & S principles, organizational Policy and Procedures and the ability to process information and establish contact with both internal and external clients.
This Unit includes:
1. Establishing contact with clients
2. Processing information
Glossary Other Resources
Activities
Exercise-1 Communication Model Exercise 2 - Communication Media Exercise 3 - Questions Case Study 1 - Customer Service Exercise 4 - Memorandum Exercise 5 - Telephone Technique Exercise 6 - Facsimile Sample Project
Glossary
Active Listening
Responding to what you hear, indicating you are listening.
Aggressive
To put others down, only see your point of view, pushy and abusive at times.
Assertive
To be clear and honest when speaking about your feelings and respect the rights and needs of others without making judgments.
Body Language
Movement of the body and facial expressions to communicate.
Communicate
Successfully convey an idea from one person to another using some form of medium – verbal, non verbal.
Communication Breakdown
Failure to communicate or be understood for some reason.
Compose
To produce or put together an idea, usually written.
Empathy
The ability to see things from the other person’s point of view.
Feedback
Any reply to a message.
Internal Client
Other workers within the same organization.
Interpretation
What the receiver understands from the communication and what they get from it.
Medium
The method or channel you choose to send the message by – verbal, written, visual, non-verbal.
Message
What you want to communicate – an idea, instruction, request, statement.
Non Verbal
Without talking (words)
Oral
By way of speaking in words.
Passive
When you do not clearly communicate what you think or feel.
Pessimists
People who always seem to see the negative side of things.
Receiver
The person/s who you want to communicate with.
Screening Calls
Listening to the caller and asking questions to establish the purpose of the call, then make a decision based on this information and the company policy.
Stereotypes
Judging or classifying people into a particular category according to appearance, behavior, clothes or a belief.
Other resources
K Burton & K Le Rossignol, 2000, Communicating in an IT Environment, Eastern House, Victoria
Videos:
The Ten Deadly Sins of Communication, AV302.2242/TEND, by Wilson Main, 1994, Video Communicators, North Adelaide
Communicating with Customers and Clients (Internal and External), AV658.812/WORK, Hughes, Brown & Dickens, 1997, Video Education, Australia
Telephone Techniques, AV651.73/TELE, Videotrain, 1990, Carlton, Vic.
Activities
Exercise 1
In its simplest form communication can be described as a process and demonstrated in the following model:
Simple Model of the Communication Process
Using this model, think about the different types of mediums you can use in your communication to send a message to someone.
Suggested answers
Exercise 2
Consider all the different forms of media used for communication and place a tick in the boxes you think would be the most appropriate for the message being sent. There may be more than one choice.
Exercise 3
Questions
1. For any kind of communication to take place, whether it is verbal, non-verbal, written or via computers, there are two main components – what are they?
2. What kinds of ‘hindrances’ can cause bad or poor communication to occur?
3. How can you tell if someone is listening to you?
4. It is always better to make a __________________ rather than command or order someone to do something.
5. Communication is a ____________ process.
6. Besides passive communicators there are two other main types, what are they?
7. List some of the differences between these main types of communication styles:
Suggested answers
Exercise 3
1. Sender and Receiver.
2. Noise, poor medium, misunderstanding, personal problems, feeling unwell.
3. Body language, head gestures, facial expressions.
4. Suggest or request.
5. Two-way.
6. Aggressive and Assertive
7. Aggressive – hurtful, forceful, self-opinionated, commanding; Assertive – Clear and honest, respects the rights of others, requests rather than commands.
Case study 1
Read the following scenario and list the communication and customer service faults.
Robert Martin needed some information on the latest accounting software available from the local Computer Store.
Robert experienced the following:
E There was no one at the counter when he walked in, so he looked around the store for a while, then went back to the counter and called out for someone.
· A sales person finally appeared complaining about the end of month paper work and how there was not enough time in the day and there were too many interruptions!
· Before Robert had time to finish his enquiry the phone rang and the sales person answered the call, which took several minutes to complete.
· He finally got to finish his enquiry but the sales person felt there was someone else better suited to answer his questions, so called a second person to the counter.
· Robert then had to repeat everything again.
· The sales person did not seem too interested in his needs and talked him into buying a different version of the accounting software, which cost more.
· Robert went away feeling like he had been “fobbed off”, but was pleased to finally have his software.
· When he tried installing it however, he discovered the hardware did not support that version of the accounting software, at which point he became very angry and frustrated.
After identifying the customer service faults, write a letter of complaint to the manager of the computer store and make some suggestions towards improving their communication and service techniques.
Exercise 4
Compose a memorandum to all Helpdesk staff, from you as the IT Services Manager advising them of the list of questions they must ask clients when they log a call for help:
Date, time, name of client, where they are from, what was the user trying to do when the problem occurred? Has this happened before? Write down exact wording of any error messages, which application were they using? Did they try re-booting?
Include all this information on the log sheets provided.
Key in memorandum or use a memo template from Word.
Suggested answers
Sample memorandum
Memorandum
TO CC FROM DATE SUBJECT REF
All Helpdesk Staff
IT Management Services Your Name, IT Services Manager Today’s Date Questions for Client’s Your Initials
The following questions must be asked when logging a support call from clients. These will enable us to help solve the problem as quickly as possible: Date Time Name of client What section/department/company are they from? What was the user trying to do when the problem occurred?
Have they had this problem before?
Write down exact wording of any error messages. Which application were they using? Did they try re-booting? Please include all this information on the log sheets provided.
Exercise 5
Telephone technique
1. What are some of the advantages of using telephones?
2. How would you describe correct courtesy and preferred greeting when using the telephone?
3. Briefly list the main points to consider when answering an incoming call.
4. Briefly list the main points to consider when making an outgoing call.
5. To ensure effective communication, you must speak _________, using a _______tone and speaking at a speed that can be easily ____________.
6. What are two time-wasters that callers are most resentful of?
7. List the main steps you should take when preparing to make a telephone call.
8. When concluding a telephone conversation you may have to ________the key points.
Suggested answers
Exercise 5
1. Advantages: Instant response, speak to someone in person over long distance, they can save time, issues can be clarified over the phone – reducing travel time and unnecessary delays.
2. Courtesy: Respect what the other person has to say, don’t interrupt or cut them off before they are finished. Be polite at all times, even if they are abusive or upset. The success of the conversation relies on this kind of courtesy. Greeting: A pleasant greeting, which will be different depending on whether you are making or receiving the call. It is the first impression and can decide how the remainder of the conversation will go.
3. Answer with a greeting such as “Good morning/afternoon”, then identify the name of your company/organisation/department followed by your name and ask, “How may I help you”. If you can not assist then you should be able to direct them to someone who can.
4. Outgoing call: You may need to organise some information or questions before making the call – be organised. Identify yourself, ask for the person you wish to speak to or state what you need so you can be directed to the right person, then outline the purpose of the call or ask questions.
5. You must speak clearly, using a pleasant tone... that can be easily understood.
6. Time-wasters: Waiting for the phone to be answered or being put on hold for a long period especially without someone keeping them informed as to how much longer it might be.
7. Preparing: In the workplace in particular, a lot of time can be wasted if you have not prepared what you need before making a call – having all the required information at hand and knowing exactly what you need to say or ask is very important. Write down a series of questions or have a list of specific points in front of you so nothing is overlooked. Taking notes during the conversation so nothing is forgotten – Do not rely on your memory.
8. You may have to repeat the key points.
Exercise 6
You are working for the Bits & PCs Computer Company and your supervisor has asked you to fax a client regarding some delayed stock, which they were expecting from your company.
Compose a fax using a Fax Template from Word. Briefly apologise for the delay in delivering the printer cartridges and copy toners they ordered on 25 September and that since these items are now in stock they will be delivered to their office on Friday 5 October.
The information for Fax details is:
Bits & PCs Computer Company
TO: W & W Printing Services
405 Claxton Road
FAX: (02) 942952125
Wentworthville
FROM: Your Name
FAX: (02) 952216398
DATE: Today’s Date
Pages including this one:
Subject: Delayed Stock
Message:
Suggested answers
Sample project
Communicate in the IT Workplace
You are to use the following case study to answer all the questions.
Read through it carefully and then refer to this situation as you answer each question.
Imagine that you work in a computer sales and repair shop. Mrs Penn comes in on Tuesday morning. The digital video camera she bought from you a month ago has been damaged in an accident. She put it in for repairs at your shop two weeks ago last Friday. She has not heard from anyone and she needs the camera for a special videoconference she has arranged with her family overseas, next Saturday.
Promoting client satisfaction
1. How would you and an observer know if Mrs Penn went away feeling satisfied?
Acting consistently with employer’s needs
2. What would you say to actively promote the image of Bits & PCs? What would you say to reassure Mrs Penn that her decision to buy the Camera was a wise one?
3. How would you check with Mrs Penn that you had understood her main need in this situation?
4. What reasonable solution could you find to the problem of the slowness of the repairs?
5. In the event that it cannot be fixed in time for the videoconference, what will you suggest for her?
Interpersonal Skills
6. Write down four interpersonal skills your employer would like to see you use in a situation like this.
7. What interpersonal skills would you as a client like to find in someone helping you?
Telephone Technique
8. How would you answer the telephone?
9. How would you greet Mrs Penn once she had identified herself?
Questioning Techniques
10. Give two examples of open-ended questions you might ask Mrs Penn.
11. Give one example of a closed question you would ask Mrs Penn.
Active Listening
12. Write one response that shows that you really heard what she said?
13. Write one response that shows that you understood and empathised with her.
14. Write down four ‘listening responses’ you would use in your exchange.
Service follow-up
15. List three things that you and Mrs Penn could agree on jointly as a course of action. These would be things that either you or your boss or she would do.
16. How would you check that she was happy with this proposed course of action?
17. How would you re-check important details like phone numbers and times?
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