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Work Ethics And Practices

Information Communication Technology · Level 5  ·  6 Chapters

Compiled by: Ann Chebet

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What Work Ethics And Practices covers

Self-management, ethics, teamwork, growth, problem solving and customer care make up Work Ethics And Practices in Information Communication Technology Level 5. Self-management covers vision and goals, healthy lifestyle practices, emotional intelligence, coping with work stress, assertiveness, self-esteem, time management and performance targets. Ethical practice covers integrity, core values, patriotism, professionalism, codes of conduct and industry policies. Teamwork covers types of teams, team building, conflict resolution, gender and diversity mainstreaming, adaptability, coaching and mentoring. Professional development covers avenues for growth, assessing training needs, licences and certifications, and managing priorities. Problem solving covers causes, methods, the process, decision making, creative and critical thinking. Customer care covers customer needs, service qualities, feedback methods, resolving concerns, outreach and retention.

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Careers after Work Ethics And Practices

This unit prepares you for the behaviour that ICT employers and clients deal with every day: how you manage yourself, follow codes, work in a team, keep learning, solve problems and serve customers.

  • IT help desks in Nairobi - serve users, identify customer needs and resolve concerns following the organization's codes of conduct.
  • Computer repair workshops in Thika - manage time and performance targets, and keep customers by handling feedback well.
  • Network installation teams in Mombasa - work in a team with agreed roles, resolve conflicts and apply company policies and procedures.
  • Software development teams in Kisumu - use creative and critical thinking, decision making and the problem-solving process to reach practical solutions.
  • Computer training centres in Nakuru - coach and mentor others, pursue licences and certifications, and use training resources for career growth.

Wherever you work, integrity and professionalism sit behind every one of these roles.

Chapters

1
Apply self-management skills
12 topics
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2
Promote Ethical Practices and Values
6 topics
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3
Promote Teamwork
13 topics
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4
Maintain professional and personal development
10 topics
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5
Apply problem solving skills
5 topics
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6
Promote customer care
6 topics
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What Work Ethics And Practices covers: 50 main topics in 6 chapters

1. Apply self-management skills

  1. 1.1 Self-awareness
  2. 1.2 Formulating personal vision, mission, and goals
  3. 1.3 Healthy lifestyle practices
  4. 1.4 Strategies for overcoming work challenges
  5. 1.5 Emotional intelligence
  6. 1.6 Coping with Work Stress
  7. 1.7 Assertiveness versus aggressiveness and passiveness
  8. 1.8 Developing and maintaining high self-esteem
  9. 1.9 Developing and maintaining positive self-image
  10. 1.10 Time management
  11. 1.11 Setting performance targets
  12. 1.12 Monitoring and evaluating performance targets

2. Promote Ethical Practices and Values

  1. 2.1 Integrity
  2. 2.2 Core Values, ethics and beliefs
  3. 2.3 Patriotism
  4. 2.4 Professionalism
  5. 2.5 Organizational codes of conduct
  6. 2.6 Industry policies and procedures

3. Promote Teamwork

  1. 3.1 Types of teams
  2. 3.2 Team building
  3. 3.3 Individual responsibilities in a team
  4. 3.4 Benefits of teamwork
  5. 3.5 Qualities of a team player Leading a team
  6. 3.6 Team performance and evaluation
  7. 3.7 Conflicts and conflict resolution
  8. 3.8 Gender and diversity mainstreaming
  9. 3.9 Developing Healthy workplace relationships
  10. 3.10 Adaptability and flexibility
  11. 3.11 Coaching and mentoring skills

4. Maintain professional and personal development

  1. 4.1 Personal vs professional development and growth
  2. 4.2 Avenues for professional growth
  3. 4.3 Recognizing career advancement
  4. 4.4 Training and career opportunities
  5. 4.5 Assessing training needs
  6. 4.6 Mobilizing training resources
  7. 4.7 Licenses and certifications for professional growth and development
  8. 4.8 Pursuing personal and organizational goals
  9. 4.9 Managing work priorities and commitments
  10. 4.10 Dynamism and on-the-job learning

5. Apply problem solving skills

  1. 5.1 Causes of problems
  2. 5.2 Methods of solving problems
  3. 5.3 Problem-solving process
  4. 5.4 Decision making
  5. 5.5 Creative thinking and critical thinking process in development of innovative and practical solutions

6. Promote customer care

  1. 6.1 Identifying customer needs
  2. 6.2 Qualities of good customer service
  3. 6.3 Customer feedback methods
  4. 6.4 Resolving customer concerns
  5. 6.5 Customer outreach programs
  6. 6.6 Customer retention

Revise this unit

Exam-style questions 84 Written to CDACC standard, with answers Test yourself 238 Multiple-choice, one at a time Practise questions 118 Quick recall — check you know the facts
3 more for this unit
Oral exam preparation 57 What the assessor asks, and how to answer out loud Worked calculations 20 Step-by-step maths with the common mistakes Quick cards 1,188 Myth busters, skill tips and scenarios

Beyond the syllabus

Decision simulator 6 On site, what would you do? Workplace scenarios 61 Real site situations — what would you do? Turn this into income 24 Where this skill earns — what to charge, how to find clients

Other units in Module III