Transcript Chap02_Operational_P..

Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Third Edition
Operational Procedures
Chapter 2
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Overview
Third Edition
• In this chapter, you will learn how to
– Present yourself with a proper appearance and in a
professional manner
– Talk to customers in a professional, productive
manner
– Work with PCs safely using the proper tools
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Appearance
Third Edition
• Proper dress
• Use deodorant
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Traits of a Tech
Third Edition
• Honesty/Integrity
– What’s the difference?
• Honesty is telling the truth
• Integrity means doing the right thing
– Customer vs. in-house user
• Different standards apply to each
• Customer: “If it isn’t a felony, you didn’t see a thing”
• In-house user: Be “by the book”
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Traits of a Tech (continued)
Third Edition
• Honesty/Integrity
– Avoid prying into users’ personal files
– Avoid learning passwords
• Or make the user change the password before
you leave
– Follow the Ethic of Reciprocity
– Don’t touch users’ stuff without permission
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Traits of a Tech (continued)
Third Edition
• Dependability/Responsibility
– What’s the difference?
• A responsible person is answerable for the acts he or
she does
• A dependable person can be counted on to perform
those acts
– Take responsibility for your actions
– Make sure there’s a dependable backup of any
system before you start to work
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Traits of a Tech (continued)
Third Edition
• Adaptability/Versatility
– User advocate: A tech only fixes the computers; a
user advocate supports his or her users
– Be technically and situationally adaptable
• Sensitivity
– Be empathetic to your customer’s needs and
expectations
– Avoid personal calls or other distractions
– Be politically correct
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Communication
Third Edition
• Assertive communication
– Avoid the “you” statements
– Repeat the customer’s problem without being
accusatory
– State what you need to avoid this problem in the
future
• What are some examples of assertive
communication?
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Communication (continued)
Third Edition
• Respectful communication
– The world does not revolve around you!
– Always ask for permission to begin work
– Listen to the customer’s problem
• Allow the customer to talk as long as he or she needs
to talk
• Don’t be afraid to refocus the customer if he or she
strays from the issue
– Stay professional; don’t take angry customer
statements personally
– Avoid outside interruptions on customer time
• What are some examples of respectful
communication?
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Communication (continued)
Third Edition
• Elicit answers
– Use non-accusatory communication
• Not, “What did you do?”
• Instead, “When did it last work?” or “Has it worked in
the past?” You're there to help, not accuse
– Ask direct questions
• Explain what you're doing
– Avoid jargon, acronyms, and abbreviations
– Use analogies and visual aids when possible
– Stay friendly
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Communication (continued)
Third Edition
• Expectations and follow-up
– Timeframe: How long is this going to take?
• Best estimate, not a guarantee
• If the estimate changes, let the customer know ASAP
– Documentation
• Always document the time, day, the problem, and the
solution
• Always offer the customer any replaced parts
– Follow-up
• Confirm the customer is happy a day or two later
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Third Edition
Safety and Tools
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Electrostatic Discharge
Third Edition
• Electrostatic discharge (ESD) is the
passage of a static electrical charge into
your PC or a PC component such as a
RAM stick
– Static electricity can destroy sensitive parts of
a PC
– ESD damage is much more prevalent in dry, cool
environments
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Antistatic Tools
Third Edition
• Antistatic wrist strap
– Keeps you and the PC at
the same electrical
potential to prevent ESD
• Antistatic mats
– Used temporarily to place
parts taken out of your PC
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Antistatic Bags
Third Edition
• Antistatic bags
– Used to store electrical components from your PC
– Store components inside antistatic bags
• Always unplug a PC when you work on
it. Don’t just turn it off
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
EMI
Third Edition
• ElectroMagnetic Interference (EMI)
– A magnetic field interfering with electronics
• Two or more magnetic fields interfering with
each other
– Unlike ESD, EMI cannot destroy electronics but it
will destroy data
• What are some examples of EMI?
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
RFI
Third Edition
• Radio Frequency Interference (RFI)
– Radio waves interfering with electronics.
– RFI will not destroy electronics or stored data but it
can disrupt communication.
• What are some examples of RFI?
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Physical Safety
Third Edition
• Handling equipment
– Use commonsense here
– Lift with your legs
– Place items securely: not teetering on the edge of
a desk
• Spills
– If it’s no big deal, clean it up. If it looks dangerous,
call building services
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
PC Toolkit
Third Edition
• The basic tech toolkit: a Phillips-head
screwdriver
– Most toolkits contain a few other items
• It’s a good idea to include
– Magnifying glass
– Small flashlight
– Plastic tweezers
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA
A+® Guide to
Managing and
Troubleshooting PCs
Operational Procedures
Third Edition
© 2010 The McGraw-Hill Companies, Inc. All rights reserved