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27 Cards in this Set
- Front
- Back
What's the difference between honesty and integrity?
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Honesty means to tell the truth; integrity means doing the right thing.
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What is the difference between a responsible and a dependable person?
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A responsible person is answerable for the acts she does; a dependable person can be counted on to perform those acts.
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What's the difference between adaptability and versatility?
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Adaptability defines how someone adjusts to changes; versatility is bringin ga broad set of skills to the PC repair process.
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What is a User Advocate?
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User advocates are technicians who take the time to learn the processes of whatever organization they work for and look to create technology solutions for problems and inefficiencies.
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Define sensitivity.
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Sensitivity is the ability to appreciate another's feelings and emotions.
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What is assertive communication?
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Assertive communication isn't pushy or bossy; it first requires you to show the other person that you understand and appreciate the importance of his feelings; use statements like "I know how frustrating it feels to..."; the 2nd part is making sure you state the problem clearly without accusing the user directly: "Help me understand how..."; last, tell the user what you need to prevent this error in the future.
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How do you communicate respect?
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Communicate with users the way you would like them to communicate with you, were the roles reversed
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Define 'eliciting answers'
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Once the person has described the situation, you must then ask questions; ask questions that help clarify the situation; repeat what you think is the problem after you've listened all the way through the user's story; follow up with fact seeking questions (ex: when did it last work?); just ask direct, faactual questions in a friendly tone, using simple non-jargon language to zero in on what the user was trying to accomplish adn what happened when things went wrong.
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What should you do at the completion of the work?
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At the completion of work, document the problem, including the time and day you started work, the solution, the hours worked, and a list of all parts replaced. Give a follow up call.
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Define ESD
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Electrostatic Discharge- the passage of a static electrical charge from one item to another; ESD will destroy the sensitive parts of your PC, so it is essential that you take steps to avoid ESD when working on your PC.
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When does ESD take place?
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ESD only takes place when 2 objects that store different amounts of static electricity come in contact.
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How can you avoid ESD?
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the secret to avoiding ESD is to keep you and the parts of the PC you touch at the same electrical potential; you can accomplish this by connecting yourself to the PC via a hardy little device called an anti-static wrist strap
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What are anti-static wrist straps?
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Standard equipment for anyone working on a PC; the monent you take a piece out of the PC, it no longer has contact with the systems and may pick up static from other sources; techs use anti-static mats to eliminate this risk
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What do anti-static wrist straps and mats use?
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Tiny resistors-devices that stop or resist the flow of electricity- to prevent anti-static charge from racing through the device
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Where do you store any electrical component not in a PC?
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an anti-static bag
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What is an anti-static bag?
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a specially designed bag that sheds whatever static electricity you have when you touch it, thus preventing any damage to components stored within; experienced techs never throw these bags away, as you never know when you'll want to pull a part out and place it on a shelf for a while; always put components in an anti-static bag, not on the bag
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How do you work on a PC when you don't have an anti-static wrist strap?
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Before working on a PC, take a moment to touch the power supply every once in a while as you work to keep yourself at the same electrical potential as the PC.
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What is EMI?
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Electromagnetic Interference- a magnetic field interfering with electronics; it isn't nearly as dangerous as ESD, but it can cause permanent damage to some components and erase data on some storage devices
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How can you prevent EMI?
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You can prevent EMI by keeping magnets away from computer equipment; never get a magnet close to: 1) floppy disks, 2) hard drives, 3) flash drives, 4) CRT (tube) monitors
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What is RFI?
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Radio Frequency Interference
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Identify 5 devices that emit radio waves
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cell phones, wireless network cards, cordless phones, baby monitors, microwave ovens
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What's the best way to prevent RFI?
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keep radio-emitting devices as far away as possible from other electronics
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When does RFI become a big problem?
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when 2 devices share the same frequencies
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What devices share the same range of frequencies?
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cordless phones, baby monitors, and wireless networks
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Describe the different types of protective packaging.
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The typical pink translucent computer bag is coated with a film that prevents the bag from producing static electricity and mildly protects the contents against physical contact; 2 types of metal bags offer shielding against EMI and RFI as well as ESD; these are the silvery bags you'll see hard drives packed in; the metal bags provide proper protection only when sealed
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Describe 3 physical safety hazards.
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1) cable messes, 2) heavy boxes, 3) burns (look for a cooling fin or labels/stickers)
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What does a basic tool kit consist of?
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Phillips head screwdriver, most kits have a star headed Torx wrench, a nut driver or two, pair of plastic tweezers, a little grabber tool (parts retriever) and a hemostat to go along with Phillips head and flat head screwdrivers; a lot of techs throw in an extension magnet to grab hard to reach bits that drop into cases; they also add a magnifying glass and flashlight for those hard to reach numbers and text on the printed circuit boards (PCBs) that make up a large percentage of devices inside the system unit.
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