Transcript Chapter 02 - Operational Procedures

Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Fourth Edition
Operational Procedures
Chapter 2
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Overview
Fourth 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
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Appearance
Fourth Edition
• Proper dress
• Attention to
good personal
hygiene
Figure 1: Casual Ford
Figure 2: Professional Ford
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Traits of a Tech
Fourth 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”
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Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Traits of a Tech (continued)
Fourth 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
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Figure 3: Don’t do this!
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Traits of a Tech (continued)
Fourth 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
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Traits of a Tech (continued)
Fourth 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
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Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Traits of a Tech (continued)
Fourth Edition
• Paperwork
– Most companies require a signed Work
Authorization to perform work.
– This documents the name, billing information, date,
and scope of work.
– It also protects from worry and litigation.
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Communication
Fourth Edition
• Assertive communication
– Avoid “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?
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Communication (continued)
Fourth 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?
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Communication (continued)
Fourth 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.
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Communication (continued)
Fourth Edition
Figure 4: Never accuse!
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Communication (continued)
Fourth Edition
Figure 5: Keeping it friendly
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Communication (continued)
Fourth 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
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Fourth Edition
Safety and Tools
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Electrostatic Discharge
Fourth 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
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Antistatic Tools
Fourth 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 the PC
Figure 6: Anti-static wrist strap in use
Figure 7: Anti-static wrist strap and mat combination
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Antistatic Bags
Fourth 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.
Figure 8: Anti-static bag
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
EMI
Fourth 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?
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
RFI
Fourth Edition
• Radio Frequency Interference (RFI)
– Radio waves interfere with electronics.
– RFI will not destroy electronics or stored data but it
can disrupt communication.
– Can affect PC speakers and wireless networks, as
well as other components.
• What are some examples of RFI?
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Physical Safety
Fourth Edition
• Handling equipment
– Use common sense here.
– Lift with your legs.
– Place items securely, not teetering on the edge of a
desk.
– Take jewelry off to avoid electric shock.
– Be careful of loose hair when working on
equipment.
• Spills
– If it’s no big deal, clean it up. If it looks dangerous,
call building services.
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Physical Safety (continued)
Fourth Edition
• Cable Messes
– Dangerous tripping hazard
• Heavy items
– Lift with legs
– Watch for tripping hazards/obstructions
• Hot components
– Usually hazardous if you open up a monitor,
printer, or computer
– Check for hot cooling fins on fans
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Physical Safety (continued)
Fourth Edition
Figure 9: Mike’s cable kludge
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Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Physical Safety (continued)
Fourth Edition
Figure 10: What a strange, bad trip it’s been.
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
Physical Safety (continued)
Fourth Edition
Figure 11: Checking for hot cooling fans
© 2012 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+®
Guide to
Managing and
Troubleshooting PCs
PC Toolkit
Fourth 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
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