Fourth Edition Operational Procedures

© 2012 The McGraw-Hill Companies, Inc. All rights reserved

Mike Meyers’ CompTIA A+®

Guide to

Managing and

Troubleshooting PCs

Fourth Edition

Operational ProceduresChapter 2



Guide to

Managing and

Troubleshooting PCs

Fourth Edition

Overview

• 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



Guide to

Managing and

Troubleshooting PCs

Fourth Edition

Appearance

• Proper dress

• Attention to

good personal

hygiene

Figure 1: Casual Ford

Figure 2: Professional Ford



Guide to

Managing and

Troubleshooting PCs

Fourth Edition

Traits of a Tech

• 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”



Guide to

Managing and

Troubleshooting PCs

Fourth Edition

Traits of a Tech (continued)

• 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

Figure 3: Don’t do this!



Guide to

Managing and

Troubleshooting PCs

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



Guide to

Managing and

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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



Guide to

Managing and

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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.



Guide to

Managing and

Troubleshooting PCs

Fourth Edition

Communication

• 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?



Guide to

Managing and

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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?

Communication (continued)



Guide to

Managing and

Troubleshooting PCs

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.



Guide to

Managing and

Troubleshooting PCs

Fourth Edition


Figure 4: Never accuse!



Guide to

Managing and

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Fourth Edition


Figure 5: Keeping it friendly



Guide to

Managing and

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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




Guide to

Managing and

Troubleshooting PCs

Fourth Edition

Safety and Tools



Guide to

Managing and

Troubleshooting PCs

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

Electrostatic Discharge



Guide to

Managing and

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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

Antistatic Tools

Figure 6: Anti-static wrist strap in use

Figure 7: Anti-static wrist strap and mat combination



Guide to

Managing and

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Fourth Edition

Antistatic Bags

• 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



Guide to

Managing and

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Fourth Edition

EMI

• 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?



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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?

RFI



Guide to

Managing and

Troubleshooting PCs

Fourth Edition

Physical Safety

• 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.



Guide to

Managing and

Troubleshooting PCs

Fourth Edition

Physical Safety (continued)

• 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



Guide to

Managing and

Troubleshooting PCs

Fourth Edition


Figure 9: Mike’s cable kludge



Guide to

Managing and

Troubleshooting PCs

Fourth Edition


Figure 10: What a strange, bad trip it’s been.



Guide to

Managing and

Troubleshooting PCs

Fourth Edition


Figure 11: Checking for hot cooling fans



Guide to

Managing and

Troubleshooting PCs

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

PC Toolkit

Fourth Edition Operational Procedures

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