This creation, the sister ebook to the ABC Card Deck, is a brand new method of dry and formal education and alter courses. Making powerful and sound issues with a touch of humor, it was once designed and drawn by way of Paul Wilkinson and Jan Schilt. It covers the smooth talents, that are eventually pivotal to any ICT operation.
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Extra info for ABC of ICT - An Introduction to the Attitude, Behavior and Culture of ICT
At this point the Help Desk employee becomes uncomfortable, he doesn’t want to tell everything so he says: “I need more status updates about incidents from the network support guys, the information I get now is inadequate, I need to know what has already been done and when it will be solved”. There now comes a direct reaction from Network Support: “We can’t always give the information, we are busy trying to solve it and we don’t always know how long it will take, besides which you guys need to document the information better and share it amongst yourselves.
The attitude of an employee hearing this can be: “What do I care about costs. ”. It leaves the employee feeling neither a sense of urgency, nor ‘what is in it for me’. ‘We need to improve the service delivery to prevent us being outsourced’ has an entirely different impact on attitude. If you can create a feeling of ‘that is why I need to change’ then this is the first step towards changing attitude. It is important to think with the perception of the recipient in mind when communicating an improvement initiative or asking somebody to change the way they do things.
This approach to managing people will increase the responsibility of employees. They must come back with a realistic answer in terms of time, effort and money. They must do it in such a serious way that if the manager agrees, there is no way back. Even if after a few days the employee cannot deliver the output, he cannot come back and say: “Sorry I cannot do it”. In this approach the manager will ask the employees several times (depending on the time planned for the task) about the status. If there are some difficulties, the manager will offer help to the employee.
ABC of ICT - An Introduction to the Attitude, Behavior and Culture of ICT by Bernan