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ICTICT202 – Wesley Chipadza
Review Questions
1. Describe with examples, the term ‘emerging technology’ in regards to ICT.
Emerging technologies are technologies that are currently being developed and are generally reserved for technologies that create, or are expected to create, significant social or economic effects. Emerging technology examples include: information technology, wireless data communication, biotechnology, and advanced robotics.
2. Describe with examples, the difference between an award, an agreement and a contract.
Awards are legal documents outlining minimum pay rates and employment conditions, for example, scholarships are considered awards. Agreements set minimum conditions for jobs, such as a lease agreement. A contract is a written or spoken document that sets out terms and conditions of employment between an employer and an employee, like an employment contract.
3. What would be the typical duties of a ‘systems analyst’?
A system analyst’s main job is to solve business problems using information technology, identify organizational improvements and design systems which fix those
problems.
4. Provide examples of ‘non-verbal’ communication.
Examples of non-verbal communication would include:
touch – handshake, high-five
voice – serious tone
body language – facial expressions, gestures
eye contact – straight forward gaze
5. Discuss four possible barriers to effective communication.
Lack of attention, interest and distractions.
Disabilities such as speech difficulties or hearing problems.
Difficulty in understanding different languages.
Judgements and prejudices which can lead to false assumptions.
ICTICT202 – Wesley Chipadza
6. When communicating, how can you tell if someone is listening to you?
If you want know whether the person is paying attention, they usually show curiosity in what is being said and immediately reply to whatever is being asked. The listener also waits before you are finished talking to tell their own story.
7. List the main points to consider when answering an incoming phone call?
If you answering a phone call immediately when you pick up identify yourself, don’t leave the caller on hold to long, and don’t use filler words. This is to make them feel prioritised and important.
8. Describe term EEO in regard to the workplace.
EEO stands for equal employment opportunity which is a government policy which requires all employers do not discriminate against each other based on certain characteristics, such as age, race, sex and religion.
9. What is meant by the term “organisational requirements”? The organisational requirements consist of the organisation's goals and objectives, business plans, specific change initiatives, protocols, confidentiality and security requirements.
10. Describe the term “appropriate person” in regard to escalating a client’s request when working on an ICT Helpdesk.
Appropriate person refers to a person who works at the helpdesk and provides support, training and assistance in technology infrastructure implementation and maintenance and in the evaluation and resolution of technical problems and problems.
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