Chapter 11

Understanding Operational Procedures

The following CompTIA A+ 220-801 Exam objectives are covered in this chapter:

• 5.1 Given a scenario, use appropriate safety procedures.
  • ESD straps
  • ESD mats
  • Self-grounding
  • Equipment grounding
  • Personal safety
  • Disconnect power before repairing PC
  • Remove jewelry
  • Lifting techniques
  • Weight limitations
  • Electrical fire safety
  • CRT safety – proper disposal
  • Cable management
  • Compliance with local government regulations
• 5.2 Explain environmental impacts and the purpose of environmental controls.
  • MSDS documentation for handling and disposal
  • Temperature, humidity level awareness and proper ventilation
  • Power surges, brownouts, blackouts
  • Battery backup
  • Surge suppressor
  • Protection from airborne particles
  • Enclosures
  • Air filters
  • Dust and debris
  • Compressed air
  • Vacuums
  • Component handling and protection
  • Antistatic bags
  • Compliance with local government regulations
• 5.3 Given a scenario, demonstrate proper communication and professionalism.
  • Use proper language—avoid jargon, acronyms, slang when applicable.
  • 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 customer’s problems.
  • Avoid being judgmental.
  • Clarify customer statements (ask open-ended questions to narrow the scope of the problem, restate the issue or question to verify understanding).
  • Set and meet expectations/timeline and communicate status with the customer.
  • Offer different repair/replacement options if applicable.
  • Provide proper documentation on the services provided.
  • Follow up with customer/user at a later date to verify satisfaction.
  • Deal appropriately with customers confidential materials.
  • Located on computer, desktop, printer, etc.
• 5.4 Explain the fundamentals of dealing with prohibited content/activity.
  • First response
  • Identify
  • Report through proper channels
  • Data/device preservation
  • Use of documentation/documentation changes
  • Chain of custody
  • Tracking of evidence/documenting process

This chapter looks at the foundations of two key operational procedures. While these two topics might not be top-of-mind issues for you every day (hopefully you don’t go to work every day thinking “Okay, don’t get killed by a monitor” or “Let’s see if I can be nice to someone today”), they should be integrated into your work processes.

In this chapter, we will start off talking about safety, which includes the safety of you and your co-workers as well as environmental concerns. Observing proper safety procedures can help prevent injury to yourself or others.

A discussion about the environment is two sided. The environment affects computers (via things like dust, sunlight, and water), but computers can also potentially harm the environment. We’ll consider both sides as we move through this chapter.

In the final part of this chapter, we’ll switch to discussing professionalism and communication and focus on topics you need to know for your exam study. Applying the skills learned here will help you pass the exam, but on a more practical level, it will help you become a better technician and possibly further advance your career.