Chapter 12. Understanding Operational Procedures

THE FOLLOWING COMPTIA A+ ESSENTIALS EXAM OBJECTIVES ARE COVERED IN THIS CHAPTER:

• 6.1 Outline the purpose of appropriate safety and environmental procedures and given a scenario apply them

  • ESD

  • EMI

    • Network interference

    • Magnets

  • RFI

    • Cordless phone interference

    • Microwaves

  • Electrical safety

    • CRT

    • Power supply

    • Inverter

    • Laser printers

    • Matching power requirements of equipment with power distribution and UPSs

  • Material Safety Data Sheets (MSDS)

  • Cable management

    • Avoiding trip hazards

  • Physical safety

    • Heavy devices

    • Hot components

  • Environmental—consider proper disposal procedures

• 6.2 Given a scenario, demonstrate the appropriate use of communication skills and professionalism in the workplace

  • Use proper language—avoid jargon, acronyms, slang

  • Maintain a positive attitude

  • Listen and do not interrupt a customer

  • Be culturally sensitive

  • Be on time

    • If late contact the customer

  • Avoid distractions

    • Personal calls

    • Talking to co-workers while interacting with customers

    • Personal interruptions

  • Dealing with a difficult customer or situation

    • Avoid arguing with customers and/or being defensive

    • Do not minimize customers' problems

    • Avoid being judgmental

    • Clarify customer statements

      • Ask open-ended questions to narrow the scope of the problem

      • Restate the issue of question to verify understanding

  • Set and meet expectations/timeline and communicate status with the customer

    • Offer different repair/replacement options of applicable

    • Provide proper documentation on the services provided

    • Follow up with customers/users at a later date to verify satisfaction

  • Deal appropriately with customers confidential materials

    • Located on computer, desktop, printer, etc.