1. Communicate in the Workplace ICAW2002A

2. Importance of Communication The development of effective communication skills can greatly affect:  The quality of customer service  The delivery of customer service  Workplace productivity Effective communication skills can also assist you when:  Resolving complaints and handling confrontations  Participating in staff meetings  Maintaining your personal rights as an employee  In a learning and/or training situation

3. ICT Staff Personal attributes and work ethics of ICT staff:  attendance and punctuality  ethical behaviour  courtesy  honesty  work performance  taking directives  attention to detail  personal presentation and grooming  attitude  discretion  confidentiality  consistency of service  safe working practices.

4. Clients Types of clients including:  Internal clients – people who work in the same company Workmates/colleagues/employees Other departments within the company  External clients – other people/businesses not part of your own company.

5. Types of communication