IT training 4 operational procedures comptia a plus 220 902 m4 slides

Demonstrating Professionalism

Tim Warner
@TechTrainerTim



The Pluralsight Learning Path for CompTIA A+
(220-902)
Introduction
Windows OS
Other Operating Systems
Security
Software Troubleshooting
Operational Procedures


Operational Procedures for CompTIA A+ (220-902)
Table of Contents
Using Appropriate Safety Procedures
Applying Appropriate Environmental Controls
Addressing Prohibited Content and Activity
Demonstrating Professionalism
Explaining Troubleshooting Theory


Overview
Proper communication
techniques
Professional behavior

Meanwhile, in the Real World…
How can I ensure
that a tech won't
snoop my HD?

customer

technician


CompTIA A+ 220-902

Demonstrate proper communication
5.4
techniques and professionalism


Proper Communication
Techniques


Being a Tech Translator is Lucrative!
business
language
consumer
language
(non-technical in
any event)

IT language
developer
language
(tech language)


Use proper language

Proper
Communication
Techniques

Avoid jargon
Avoid acronyms (TLAs)
Avoid slang

Maintain PMA
Project confidence and competence
Positive, encouraging voice tone
Remember that our decisions impact the
customer's money, time, and data


Listen actively

Proper
Communication
Techniques

Take notes so we understand the customer's

needs - repeat and rephrase
Don't interrupt the customer - they often need
to vent

Be culturally sensitive
Use appropriate professional titles
Remember you're building a relationship


Avoid Distractions
Personal calls

Texting/social
media

Talking with coworkers

Personal
interruptions


Professional Behavior


Professional Conduct


Be on time
-



If late, contact the customer

Dealing with difficult
customers
-

-

-

Don't argue or get
defensive
Avoid dismissing the
customer's problem
Avoid being judgmental


Working with Customers


Clarify customer statements
-

Open-ended questions



Don't share customer data via

social media



Deal appropriately with
customer materials
-

Privacy, both physical and virtual


Communicating Expectations


Provide regular status
updates



Offer different
repair/replacement options
-



Loaner device
Give the customer choices

Follow up after closure to
ensure satisfaction

Demo: Title
Task
Standards, Practices, & Theory
for CompTIA Network+


Meanwhile, in the Real World…
How can I ensure
that a tech won't
snoop my HD?

customer

technician


Back in the Real World
Observe the tech,
but understand
reporting
requirements

customer

technician


Homework



Practice interviewing
techniques and professional
communication in a lowstakes environment
-

Non-judgmental family, friends


For Further Learning


Pluralsight: Introduction to Emotional Intelligence
(Jason Edleman)
-



Don't fall victim to the Dunning-Kruger Effect

Pluralsight: Becoming a Better Listener
(Jason Alba)
-

Develop your "active listening" skills


Summary
It's rare that you can get away with

having tech brilliance but poor
people skills
Professional mentorship may help
Customers won't return if you don't
treat them well
Next module: Explaining
troubleshooting theory