Summary
This section examines the protection and safety of users and computers. Concepts covered include:
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Recommendations to provide personal safety of users.
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Awareness of hazardous issues.
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Measures to protect against Electrostatic Discharge (ESD).
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Proper disposal of equipment and hazardous chemicals.
Students will learn how to:
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Use an anti-static mat and strap to protect against ESD.
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Implement appropriate grounding procedures.
A+ 220-801 Exam Objectives: -
5.1 Given a scenario, use appropriate safety procedures.
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ESD straps
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ESD mats
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Self-grounding
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Equipment grounding
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Personal safety
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Disconnect power before repairing PC
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Remove jewelry
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Lifting techniques
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Weight limitations
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Electrical fire safety
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CRT safety – proper disposal
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Cable management
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Compliance with local government regulations
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5.4 Explain the fundamentals of dealing with prohibited content/activity.
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First response
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Identify
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Report through proper channels
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Data/device preservation
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Use of documentation/documentation changes
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Chain of custody
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Tracking of evidence/documenting process
Lecture Focus Questions:
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Which specific computer components require special care when handling to protect your safety?
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What is the proper way to lift heavy objects?
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How can ESD be a hazard to electronic computer components?
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What is the difference between a static-shielding bag and a static-resistant bag?
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What steps can you take to reduce ESD if you do not have the proper equipment handy?
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What is the MSDS? When would the information it provides be important?
Video/Demo Time
 2.1.1 Safety 5:59
2.1.3 ESD 7:35
 2.1.4 Protecting Against ESD 4:54
2.1.6 Environmental Concerns 7:12
Total 25:40
18 questions
Total Time
About 50 minutes
Section 2.2: Professionalism Summary
This section provides information about acting in a professional manner when working as a PC technician. Concepts covered include:
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Creating good first impressions.
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Utilizing good communication skills.
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Dealing with customers in a respectful manner.
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Guidelines to follow when identify and resolving problems.
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Incident response
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Investigations
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Procedures for collecting and analyzing computer evidence
A+ 220-801 Exam Objectives: -
5.3 Given a scenario, demonstrate proper communication and professionalism.
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Use proper language – avoid jargon, acronyms, slang when applicable
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Maintain a positive attitude
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Listen and do not interrupt the customer
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Be culturally sensitive
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Be on time (if late contact the customer)
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Avoid distractions
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Personal calls
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Talking to co-workers while interacting with customers
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Personal interruptions
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Dealing with a difficult customer or situation
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Avoid arguing with customers and/or being defensive
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Do not minimize customers' problems
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Avoid being judgmental
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Clarify customer statements (ask open ended questions to narrow the scope of
the problem, restate the issue or question to verify understanding)
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Set and meet expectations / timeline and communicate status with the customer
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Offer different repair / replacement options if applicable
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Provide proper documentation on the services provided
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Follow up with customer / user at a later date to verify satisfaction
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Deal appropriately with customers confidential materials
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Located on computer, desktop, printer, etc.
Lecture Focus Questions:
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What specific things can you do to improve your people skills?
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What actions and comments contribute to common stereotypes about PC technicians?
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How does professionalism affect customer satisfaction?
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How does respect affect your actions towards customers?
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Why should you avoid jargon and acronyms when dealing with customers?
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What should you do if you get a phone call while at a customer site?
Video/Demo Time
2.2.1 Professionalism 3:00
2.2.3 Incident Management 7:17
2.2.4 Basic Forensic Procedures 18:31
Total 28:48
Number of Exam Questions
18 questions
Total Time
About 55 minutes
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