Developing e-learning content - WordPress.com€¦ · Web view5.2 Business practice for the...

Unit Notes

ICAICT202A Work and communicate effectively in an IT environment

Topic 5 – Communication skills

© Copyright, 2023 by TAFE NSW - North Coast Institute

Date last saved: 11-Jun-2011 by Maxine Cole Version: 1.11 # of Pages = 22

Copyright of this material is reserved to the Crown in the right of the State of New South Wales. Reproduction or transmittal in whole, or in part, other than in accordance with the provisions of the Copyright Act, is prohibited without written authority of TAFE NSW - North Coast Institute.

Disclaimer: In compiling the information contained within, and accessed through, this document ("Information") DET has used its best endeavours to ensure that the Information is correct and current at the time of publication but takes no responsibility for any error, omission or defect therein. To the extent permitted by law, DET and its employees, agents and consultants exclude all liability for any loss or damage (including indirect, special or consequential loss or damage) arising from the use of, or reliance on, the Information whether or not caused by any negligent act or omission. If any law prohibits the exclusion of such liability, DET limits its liability to the extent permitted by law, to the re-supply of the Information.

Third party sites/links disclaimer: This document may contain website contains links to third party sites. DET is not responsible for the condition or the content of those sites as they are not under DET's control. The link(s) are provided solely for your convenience and do not indicate, expressly or impliedly, any endorsement of the site(s) or the products or services provided there. You access those sites and use their products and services solely at your own risk.

of 22ICAICT202A Work and communicateeffectively in an IT environment

Table of Contents5. Use effective communication skills to process client requests and enquiries

45.1 General features, benefits and working knowledge of a range of communication methods and equipment 55.2 Business practice for the preparation of workplace documentation 65.3 Receiving client requests and enquiries in a polite and courteous manner

75.4 Verbal and non-verbal communication 8

Body language..........................................................................................................8

Spoken language......................................................................................................9

5.5 Answer enquiries promptly and appropriately 11Benefits of good customer service..........................................................................11

Establishing good customer service.......................................................................11

5.6 Recording information and messages13How to record information.......................................................................................13

When to record information....................................................................................14

Passing on messages.............................................................................................14

5.7 Common documents 16Memos....................................................................................................................16

Faxes......................................................................................................................17

Letters.....................................................................................................................17

Email.......................................................................................................................18

5.8 Business etiquette 19Telephone manners................................................................................................19

Email manners........................................................................................................19

5.9 Personal attributes and work ethics 20Learning Activity......................................................................................................20

5.10 Referring and following up client requests 21Keeping the client informed....................................................................................21

Follow-up procedures.............................................................................................22

Summary 22

of 22ICAICT202A Work and communicate

effectively in an IT environment

5. Use effective communication skills to process client requests and enquiries

5.1 General features, benefits and working knowledge of a range of communication methods and equipment

5.2 Business practice for the preparation of workplace documentation

5.3 Receiving client requests and enquiries in a polite and courteous manner

5.4 Verbal and non-verbal communication

5.5 Answer enquiries promptly and appropriately

5.6 Recording information and messages

5.7 Common documents

5.8 Business etiquette

5.9 Referring and following up client requests

Using the Unit Notes

Icons and symbols are used throughout the guide to provide quick visual references.

They indicate the following:

Icon Meaning Icon MeaningACTIVITY: An activity is listed to be completed

ACTIVITY: A Learning activity requiring some physical action

WWW: A web link is listed REFLECTION: A point is to be considered and thought about more deeply

IMPORTANT: A pivotal point is detailed

SEARCH: A particular item / book etc needs to be found and applied


5.1 General features, benefits and workingknowledge of a range of communication methods and equipment

You will need to use communication methods and equipment in order to do your job and to communicate relevant information to effectively do your job.

When communicating with internal or external clients, factors affecting the selection of the right means of communication might depend on:

access of the sender and receiver to necessary equipment

technical skills required to use the medium

technical and operational features

required format

degree of formality required

urgency and time frames



5.2 Business practice for the preparation of workplace documentation Professionals need to write emails, memos, business letters, reports and other business correspondence. It is important that you will be able to write workplace documentation in a clear and professional style.

A style guide is a set of standards for the implementation of the business corporate identity, such as fonts, logos or colour schemes used within the organisation.

A template is a file format as well as a preformatted document for easy re-use that allows standardisation of the business documentation.

A software wizard is a user interface with dialog boxes guiding the user through a series of well-defined steps. Tasks that are complex, infrequently performed, or unfamiliar may be easier to perform using a wizard such as for example Mail Merge in Microsoft Word.

The formatting of a document improves its appearance. Examples of formatting include not only changing the font, line spacing, margins but also header/footer, page/section breaks, margins and page numbering.

Make sure every business document is edited and proof-read for grammar and spelling mistakes before printing or transmitting electronically.

When saving your documents, make sure you give your file a meaningful name that ensures easy finding and save it to the appropriate folder. Document and directory naming conventions are crucial to creating a well-organized computer directory folder structure for every organisation.

File names need to be clear and descriptive filenames.

Consistency in naming will enable quicker access to files.


5.3 Receiving client requests and enquiries in a polite and courteous manner

Most jobs in the IT industry require you to interact regularly with clients in many ways, such as by:

attending to customer enquiries, problems and complaints

determining a client’s needs

obtaining feedback from a client with regard to an installation, customisation, training or support issue

providing a client with information or instruction

Requests and enquiries come by email, phone, fax, letters, notes, memos and personal contact. In all cases you must establish and maintain a polite and courteous manner. To be polite and courteous means to show good manners and to respect the opinions and needs of others.

Reflection Imagine you are a client asking an IT support person for help.

What behaviour from them would you expect and consider courteous?

FeedbackCourteous behaviour is:

being friendly

showing respect for the other person, and

assisting the other person as much as possible

Can you think of particular ways that this behaviour might be expressed?

Help desk proceduresMost organisations have a procedural manual for the help desk that includes a section on dealing with client requests and enquiries. This will include treating other staff with respect and using a polite and courteous manner when responding to and recording client requests and enquiries.



5.4 Verbal and non-verbal communication

The way you greet someone for the first time often determines the way that you will communicate with that person in future.

It is vital that we greet clients in a professional manner. Often clients contact you because they are experiencing difficulties with their computer system. They may have been trying to work out the problem themselves or they may fall into the ‘I don’t want to know about these things anyway’ category. In order for you to solve their IT problems, you need to be able to get them to tell you precisely what their problem is.

Body languageBody language is one of the most important ways of expressing ideas. When you talk to someone face-to-face, about 80% of the message that you send is non-verbal — that is, without words. That means that 80% of the meaning of what you say is in the way that you project the message, and 20% of the message is the actual words that you use. Non-verbal communication is usually referred to as body language.

How do we learn our body language?We learn our body language from those around us. For example, in our society, it is a generally accepted rule or norm that it is rude to stare at someone or to point your finger at them.

Another example is: if you like someone, you try to stand closer to them. If they like you, they let you stand close. These are both gestures of body language.

ActivityOver the next couple of days, make a conscious effort to observe the body language of people around you in different situations, such as:

in a shopping centre

at the family dinner table

on a bus or train

What body language do people exhibit when they are?

Bored? Angry? Unhappy? Contented?


First impressionsIt’s important when dealing with clients, that your body language is appropriate, particularly the first time you meet them.

First impressions are vital to other people’s acceptance of us. If they like ‘the look of us’, then there is a fair chance that they will like us.

Reflection Think about how phone contact might differ from face-to-face contact.

Spoken languageThe language you use when communicating with clients is also very important, not just your clarity of expression (the way you speak, which is also physical) but the manner in which you speak, that is:

concise directive purposeful correct courteous culturally sensitive

Some companies, such as fast food companies and call centres, extensively train their employees in the use of standard greeting techniques. They develop scripts for their staff to use when taking requests and enquiries from clients. You have no doubt been on the receiving end of such techniques.

It is important that you are aware of the way you express yourself, regardless of whether you are in a daily conversation, in a team-meeting or on the phone. Always use:

appropriate language clear voice audible volume courteous tone active listening questions or rephrasing to clarify or confirm understanding



Reflection Think of the last time you rang an organisation for assistance, such as Telstra or your bank.

Did the staff use a script to greet you?

Did they sound as though they had been trained to have a prepared response to everything you said?

The use of prepared scripts that have been ‘drilled’ into staff during training sessions is becoming commonplace. They serve two purposes:

to make the communication process more effective, and

to ensure staff do not say something to clients/customers that they should not

Technical versus everyday languagePeople who work as IT professionals have a great deal of technical knowledge, which allows them to do their job well. However, the clients you work with probably won’t share that knowledge; they just want their computers and software to work!

This means that you should be careful about using technical words when talking to clients. Sometimes, if you’re talking to someone who understands the terms then a highly technical explanation is appropriate. However, technical words can often make clients defensive. This can make it harder to identify what’s gone wrong or for them to understand your solution.


5.5 Answer enquiries promptly and appropriately

Benefits of good customer service

A company that has professional rules of business ethics is a company that offers good customer service. Good customer service is the key of any successful business.

Good customer service is all about satisfying your customers. Happy customers become repeat customers, happy enough to provide positive feedback about your business to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. Statistics show that it costs more to gain new customers that it does to retain existing ones.

A key indicator of good customer service is customer loyalty. It's when someone remains a repetitive customer of a product or service. Customer loyalty occurs when a product or service is consistent in what it is supposed to do.

Customer service staff personnel need to have excellent knowledge about the relevant products and services, so that the customer gets immediate service. Effective and efficient customer service enhances productivity.

Good customer service also promotes goodwill which is typically reflected as strong brand name, or good employee relations. Only happy employees can make happy customers.

Establishing good customer service

Quality customer service comprises:

knowledge of company/organisation product and service policies using language that is targeted to the specific customer presenting a friendly and courteous manner using positive gestures and body language ensuring a prompt response to enquiry/request adopting a solutions-oriented approach following up to maximise customer satisfaction



To be able to deliver quality customer service, you will need the following skills:

Problem-solvingYour ability to carefully listen to your customer as well as to ask the right kind of questions will be a key factor in satisfying your customer. . Be committed to solving the customers' problems by following the six steps outlined below.

1. listen and acknowledge2. identify problem3. consider solutions4. action5. record6. follow-up

Negotiating To negotiate well, you will need patience, empathy and have the ability to make quick decisions.

PrioritisingYou need to prioritise your time and work in regard to your customers’ needs and wants.


5.6 Recording information and messages

How to record informationIt is vital that information from clients is properly recorded. There are a number of ways to do this. How many can you think of?

a database

a specially designed customer support program

pen and paper on a special work request form

pen and paper on a piece of ordinary paper

The more organised and consistent the recorded information is, the more useful it will be. The last option risks losing that piece of ordinary paper!

The database form below shows the sort of information you would record when you are working on a help desk.

Figure 1: Sample data base form — the layout helps prompt questions that need to be asked

ReflectionHave you ever experienced having given quite a lot of information to someone, only to have to repeat that same information?

Or, just as frustrating, the person loses your information and your request is completely ignored.

If you have experienced this, you’ll appreciate the need for recording information.



When to record informationThe best time to record information related to a client’s request is when you first speak to the client. In doing this, the information should be complete and accurate and you will have a chance to clarify information as you speak. Repeat the main points to ensure accuracy. It also saves double handling the enquiry at another time, for you and the client.

The only downside is that you have to practise active listening skills while typing or writing. Computer programs that prompt for information can help you in this way by ensuring important questions are asked. The layout of a form can also aid you, as in Figure 1 above.

Passing on messagesThere are a number of ways of relaying messages. Which ones spring to mind? Maybe something like the phone message pad in Figure 2 on the next page, or an entry flagged in a database that other users’ will see (and hopefully be prompted by) when they access the database.

Email or instant messenger programs are other means. There are many other ways you might have thought of. Most people prefer written messages, rather than an answer machine full of voice mail messages (as written messages are less intrusive and easier to refer to later).

What’s most important in all messages is that they are:

received in good time

accurate

complete

Always pass on messages as quickly as possible and double check that you have all the information and all the information is correct. Double-checking with the client may take a little longer, but it may save much more time in the long run.


Message SlipTo Date ..................................Time ......................

M _______________________________

of _______________________________

_____________________________________

Area code Phone Telephoned Please phone Came to see you Will call you again Wants to see you Returned your call

Message............................................................................................................................................................................................................................................................................................................................................................................

Message taken by ....................................................

Figure 2: Standard message pad page

In order to record messages and send them to the relevant person you will need to have an understanding of the lines of reporting and communication within your organisation. This will allow you to pass information to the right person at the right time.

Also consider the importance of acting within your level of authority in terms of:

taking initiative

problem-solving

decision-making



5.7 Common documents

Information is largely conveyed by documents. You need to know about the range of documents in workplaces and how to produce them. Documents include:

general correspondence such as letters email memos faxes client records workplace forms/documents messages such as phone messages/notes reports

When writing any of the documents listed above, consider the following rules:

accurate spelling, grammar and punctuation appropriate tone, format and style sentence construction (short, simple and correct) legible handwriting plain English avoid jargon technical detail accompanied by explanation proof reading and editing

MemosMemos (short for memorandums) are the means of conveying reminders or simple messages, and often the same message is sent to all staff.

Memos are less formal in appearance than letters and should have information about only one topic (which also allows them to be filed accurately). The paper form of the memo is becoming rare as organisations increasingly use email for this purpose.

Memos are succinct. They generally have a header section with the date, names of the sender and receiver and the subject of the memo. Memo headings replace greetings — they identify who the writer is and what the memo is about. A memo doesn’t need to be signed by the author. You can see who has sent it from the heading.


Example

To: Kim Jones

CC: Wendy Brown ‘CC’ stands for Carbon Copy. It comes from when a carbon layer under the note would impress a copy on a duplicate form. In this case, the main person you are sending the memo to is Kim, but you are also sending Wendy a copy.

From: Robyn Perkins

Date: 15/01/2011

Re: Leave application Re is short for ‘in regard to’ and means the same as ‘Subject’— what the memo is all about.

The body of the memo then has the main idea, secondary ideas and action.

The main idea of a memo should be the first sentence or paragraph. It might identify a problem or issue, or provides information about organisational policies. Action is usually the final paragraph, with details of what to do about the problem/issue and who to contact.

FaxesIt’s hard to imagine a business without a facsimile (fax) machine. Fax documents look somewhat like memos. However, while memos are never sent outside an organisation, faxes are.

A fax is structured in a similar way to memos, while the header should include the number of pages being sent.

The body of the faxThe main idea is usually in the first sentence or paragraph and usually states the purpose. The secondary idea then provides more detail about the purpose, and the final paragraph is the ‘Action’, which has the details of what to do about the problem and who to contact.

LettersLetters are still the most formal way to express our ideas.

The layout for letters and the accepted standards for punctuation have changed a lot in the last 30 years. Electronic keyboards, word processors and spell checkers have changed the way we present our letters.



Each organisation will have its own standard layout for a letter and this will usually be kept as a template. Whenever you start work at a new place, find out what their standard letter layout is.

EmailThe most recent form of widely used electronic communication is email. Like a letter, it’s in writing (which is important!). Yet, it’s faster to send than a letter and it’s not as formal (it’s structured rather like a memo).

There is one disadvantage to email. You don’t control the format (the software program does this). However, you can personalise your email to some extent by adding features like your own signature at the end. Many organisations have a standard format for email signatures. These often include contact details for the person sending the email.

The structure for workplace emails is usually the same as for memos and faxes, with a main idea, a secondary idea and action to be taken.

Which email program have you used? You should have a program such as Eudora, Microsoft Outlook or Entourage.

Make sure you know where to put:

who the email is for

who the email is from

other people who need to receive the email

the subject of the email (often your application will prompt you)

The ‘Cc’ line in an email works the same as for a memo, and the people who receive the email know who else has received a copy. The ‘Bcc’ line is for people who might receive a copy without a list of other recipients.

The body of the email, as with other short documents includes the main idea, secondary ideas, and any action required. Larger documents or files can be sent as attachments (note that organisational policies might restrict the type and size of attachments that can be sent).


5.8 Business etiquette

Business etiquette refers to the unspoken rules that guide the way we communicate and behave. When we communicate on the telephone, by email or any other form of communication, we should follow standard etiquette.

Telephone mannersWhen answering the telephone, you should speak clearly and:

1 Use a positive tone and say ‘Good morning’ or ‘Good afternoon’.

2 State the name of the organisation you are working for.

3 Introduce yourself.

4 Ask the person how you might help them.

Reflection activityThink about how you last answered the phone. Did you do as above? Practise answering the telephone in this way.

Email mannersEmail also requires etiquette. You may find the email etiquette that your organisation expects you to follow is a part of the IT policy. Otherwise, there are general rules:

Always include a short subject line.

Use one subject per email.

Monitor any confidential content.

Check spelling (keeping an eye for word forms a computer spell checker might miss, such as ‘form’ for ‘from’).

Keep formatting to a minimum including the use of backgrounds.

It is important to remember that when you communicate by email, the non-verbal communication is not coming through along with the written message. If you are concerned that anything may be misinterpreted, it is a good idea to explain it, or just keep it simple. It should also be noted that in many workplaces, email is a formal method of communication and can be kept as evidence of your actions as with any other forms of documentation.



5.9 Personal attributes and work ethics

In addition to employability skills, employers seek a range of personal attributes and work ethics which are important to working with team members and customers.

Your personal attributes are another set of strengths.

attendance and punctuality ethical behaviour honesty work performance taking directives attention to detail personal presentation and grooming attitude confidentiality consistency of service safe work practices

Learning Activity

1. Choose one of the industry areas listed below.

Large Health Institution (e.g. Tamworth Base Hospital)

Bank branch

Accountant or Solicitor’s office

2. Create a list of ethics that each person working in the IT section of the chosen area should abide by

Your list of points should be specific to the particular area you have chosen.


5.10 Referring and following up client requests

In order to effectively refer and follow-up client requests you will need to know your company’s:

tracking process audit trails naming standards version control

Sometimes if a client request is out of the ordinary you may need to refer it to a specialist or senior person. Equally, a request might be for a service you cannot provide because:

you don’t have these skills (for instance, if an electrician is required)

you can’t leave your current location (on the help desk, for example)

you don’t have time (if, for example, the organisation’s policy states that you must escalate a call after three minutes on the help desk)

In referring the request there may be time limits — it may be policy that the referral must be made within an hour of receiving it at the help desk. Referrals should keep to the principles above; make sure you provide all the correct information by double-checking the information before you pass it on.

Keeping the client informedKeeping the client posted is one of the key features of best practice in client service. It’s important to let the client know the status of their request from beginning to end.

This includes every step in the process — from explaining why, if you need to put a client on hold or must transfer them to another person, to letting them know what progress has been made if hardware needs to be ordered for their system.

How can you keep clients informed? The organisation’s policy on client service might state how often you must contact the client, and by what means. Any updates or messages should be timely, accurate and complete.

Standard operating procedures (SOP) for processing internal and external requests/enquiries include:

recording initial request/enquiry distributing request/enquiry to appropriate person responding to request/enquiry informing client recording action structured follow-up



Follow-up proceduresKeeping the client informed can be included in a follow-up procedure. There may be a policy statement or an item in your service level agreement that states what level or means of follow-up with the client is required. It might include:

phoning the client sometime after service has been completed

sending out feedback surveys to all clients about the service they received; (some organisations make a competition of it by offering a reward for clients who respond)

sending an mail with options for the client to select either ‘Yes – Satisfied’ ,or ‘No – Not Satisfied’ responses and following up on unsatisfied responses (though this only gives a partial view of your service standard)

employing an independent person to carry out interviews with clients (either face-to-face or by phone)

Organisations are always seeking new ways to gauge client satisfaction. It is an important aspect of continuous improvement, quality control and ISO 9001 quality certification models. Information from both your satisfied and unsatisfied clients can tell you much about how you might improve service.

SummaryThis reading has given you an outline of skills, etiquette and standards applied to basic modes and formats of communication in business and work settings. The workplace in which these modes or documents are used will often have organisation procedures and templates for you to follow.


Developing e-learning content - WordPress.com€¦ · Web view5.2 Business practice for the...

Documents

Transcript of Developing e-learning content - WordPress.com€¦ · Web view5.2 Business practice for the...