Chapter 16. Safety and Professionalism

In this chapter you learn how to safely work inside a computer and how to properly operate the computer. By using electrostatic discharge (ESD) prevention methods, you protect your computer’s components. Utilizing proper ergonomics helps to protect your body from the possible long–term, damaging effects of operating the computer. Other safety issues covered include electrical safety, physical safety, material safety data sheets (MSDSs) and disposal of equipment, and electromagnetic interference (EMI) and radio frequency interference (RFI), all of which you might get questions about on the A+ exams.

This chapter also covers the correct way to approach customers. By being professional and utilizing good communication skills, you increase the chances to receive a good customer reaction. Also, these skills help you to get to the heart of the issue and can help to make you more efficient, saving time as you repair computer problems. Throughout the rest of the book, you learned how to repair the computer. Now put those abilities together with a professional demeanor and good communication skills, and there should be no lack of new customers in the future.

Safety and Environmental Procedures

Safety first! Remember to put safety on the top of your priority list when dealing with computers, power, networking, and anything else in IT. Let’s talk about some of the things to watch out for when working on computers, how to keep yourself and the computer safe, and how to be environmentally conscious.

Electrical Safety

Electricity is a great energy that should be treated as such. Before working on any computer component, turn off the power and disconnect the device from the AC outlet. If a device such as a power supply or video monitor has a label that says, “No serviceable components inside,” take the manufacturer’s word for it and send the component to the proper repair facility, or simply replace the component. The message on the device is intended to keep a person out, usually because the internal components might hold an electrical charge.

Be sure to use your multimeter and power supply tester properly. If you do not know how to use these, refer to Chapter 5, “Power,” or escalate the issue to another person in your company. If you find issues with AC outlets, or other AC equipment, refer this to your manager or building supervisor. Do not try to fix these issues yourself. If you find an issue like this in a customer’s home, tell them about the problem and recommend that they have the AC outlet repaired before going any further.

Do not open power supplies. As far as the A+ exam is concerned, if a power supply goes bad, replace it, even if you think it is just the fan and would be an easy repair. It is known as a field replaceable unit (FRU) for a reason. Although it is possible to repair power supplies, it should be done only by trained technicians. Remember that the power supply holds a charge; this alone should be enough to keep you away from the internals of the power supply. But in addition to that, the amount of time it would take a person to repair a power supply would cost more to a company than just buying a new one and installing it.

It is recommended that you do not open CRT monitors; these also carry a lethal charge. Instead, refer these monitors to a company that is specialized in monitor repair. If you work outside, but near the CRT monitor, disconnect any antistatic wrist strap being worn. If for some reason, you decide to disregard this warning and do work on a CRT monitor, be sure to discharge the anode. To do this follow these instructions:

1. Turn off the monitor and unplug it.

2. Carefully remove the outer housing of the monitor.

3. Using a wire with alligator clips on both ends, attach one end to part of the metal frame of the monitor; attach the other end to the metal portion of an insulated, long, flat-blade screwdriver.

4. Holding the insulated handle, carefully slide the flat end of the screwdriver underneath the insulation that covers the anode until the screwdriver comes into contact with the anode. There will be a pop or crackling noise as the anode is discharged. Hold the screwdriver there for several seconds before carefully removing it.

LCD monitors aren’t as simple as CRTs; I can’t really tell you not to work on them, especially because laptops integrate them. Regardless, it is again recommended that the failed monitor (or laptop) be sent to the proper repair organization, or to the manufacturer if the device is within warranty. However, if a technician does decide to work on the LCD, one thing to be careful of are capacitors; these are normally near the LCD power supply and hold a charge. Also, make sure that the device is turned off and unplugged, and if it is a laptop, that the battery has been removed. One of the items that can fail on an LCD monitor is the backlight inverter. The inverter is usually mounted on a circuit board, and if it fails, either a fuse needs to be replaced or the entire inverter board. The inverter is a high-voltage device; try not to touch it, and be especially sure not to touch it if the LCD device is on. A lot of this is common sense, but it is worthwhile to always be sure—like measuring twice before you cut. For more information on repairing laptop LCDs, see Scott Mueller’s Upgrading and Repairing Laptops and accompanying videos published by Que.

Another device that you need to make sure you turn off and unplug is the laser printer. Extremely dangerous high voltages are inside a laser printer. On a related note, watch out for that fuser if the printer were recently used; the fuser runs hot!

Finally, it is important to match the power requirement of your computer equipment with the surge protector, or uninterruptible power supply (UPS), that it connects to. Verify that the amount of watts your computer’s power supply requires is not greater than the amount of power your surge protector can provide; the same goes for the watts (or volt-amps) that the UPS can provide. In addition, be sure that you do not overload the circuit that you connect to. For more information regarding electricity used by your computer, see Chapter 5. For additional information about electrical safety, see the electrical safety and health topics at OSHA’s website: http://www.osha.gov/SLTC/electrical/index.html.

ESD

Electrostatic discharge (ESD) occurs when two objects of different voltages come into contact with each other. The human body is always gathering static electricity, more than enough to damage a computer component, for example, that $500 video card you just purchased! ESD is a silent killer. If you were to touch a component without proper protection, the static electricity could discharge from you to the component, most likely damaging it, but with no discernable signs of damage. Worse yet, it is possible to discharge a small amount of voltage to the device and damage it to the point at which it works intermittently, making it tough to troubleshoot. It takes only 30 volts or so to damage a component. On a dry winter day, you could gather as much as 20,000 volts when walking across a carpeted area! You can equalize the electrical potentials in several ways, allowing you to protect components from ESD, including the following:

• Use an antistatic wrist strap: The more common kind is inexpensive and takes only a moment to put on and connect to the chassis of the computer. (The chassis is an unpainted portion of the frame inside the case.) By doing so you constantly discharge to the case’s metal frame instead of to the components that you handle. Of course, the chassis of the computer can absorb only so much ESD, so consider another earth-bonding point to connect to or try to implement as many other antistatic methods as possible. Most wrist straps come equipped with a resistor (often 1 megaohm) that protects the user from shock hazards when working with low-voltage components.

More advanced types of wrist straps are meant to connect to an actual ground; a ground strip or the ground plug of a special dedicated AC outlet. These are used in more-sophisticated repair labs. Do not attempt to connect the alligator clip of a basic wrist strap (purchased at an office store) to the ground plug of an outlet in your home.

• Touch the chassis of the computer: Do this before handling any components to further discharge yourself. This is also a good habit to get into if an antistatic strap is not available.

• Use an antistatic mat: Place the computer on top of the antistatic mat and connect the alligator clip of the mat to the computer’s chassis in the same manner that you did with the wrist strap. (Some people stand on the mat and connect its alligator clip to the computer, which is also an option.)

• Use antistatic bags: Adapter cards, motherboards, and the like are normally shipped in antistatic bags; hold on to them! When installing or removing components, keep them either inside or on top of the bag until you are ready to work with them.

• Don’t touch any of the chips or circuits: When handling circuit boards, handle them from the edge. When handling adapter cards, hold them by the bracket at the edge of the card.

• Use antistatic wipes: Use products, such as Endust, to clean the outside of monitors, computer cases and keyboards; they apply a certain amount of ESD protection.

• Use antistatic sprays: These can be sprayed on clothing or on the floor or table in which a technician works.

A few less direct ways to reduce ESD follow:

• Keep your feet stationary: When working on the computer and touching components, keep your feet stationary to reduce friction.

• Work in a noncarpeted area: Carpeting creates additional friction that leads to ESD. Some computer labs have special tiling with antistatic properties, but if you work for a company that doesn’t have a proper lab or repair room, consider using an uncarpeted warehouse space or uncarpeted cafeteria. If you work at home, consider uncarpeted areas such as the kitchen, basement, or garage.

• Raise the humidity: By increasing the humidity to 50 percent (if possible), you decrease the chance of friction and ultimately decrease the chance of ESD. Did you ever notice that electrostatic discharges happen more readily during the winter? This is because of the lower humidity during that season.

• Don’t use a vacuum cleaner: Vacuum cleaners can be a deadly source of ESD. When cleaning those dust-bunnies out of the computer, do it outside, and consider using compressed air or other specialized cleaning kits. Use Stabilant-22a or a similar cleaner to enhance the contacts connectivity when you finish.

Remember ESD needs to happen only once, and that $500 video card you try to install is toast!

Physical Safety

Physical safety considerations include the following:

• Securing cables

• Using caution with heavy items

• Not touching hot components

• Considering workplace ergonomics

Cables can be a trip hazard. Employ proper cable management by routing cables away from high-traffic areas and keep computer cables stowed away and tie-wrapped. Network cables should have been installed permanently within the walls and ceiling, but sometimes you might find a rogue cable. If you discover a cable lying on the floor, or hanging from the ceiling, alert your network administrator or your manager. Do not attempt to reroute the network cable yourself. You don’t know what data is transferred on the cable. Because network cabling is monitored by municipalities the same way other electrical work is done, only qualified, trained technicians should take care of the network wiring.

Be careful with heavy items, such as a rack-mounted UPS, which could weigh up to 100 pounds. If it needs to be moved, ask for assistance, use proper moving equipment, or have the appropriate building personnel move the item for you. When moving items, bend at the knees, and lift with your legs, not with your back.

Watch for hot components. Processors and hard drives can run extremely hot in some computers. Allow them to cool before handling them to avoid minor burns. This goes for components within a laser printer such as the fuser assembly. Sometimes power supplies burn out. This could be accompanied by a significant amount of heat and possibly smoke. Be patient and handle these carefully.

You probably won’t get any questions on the exam about this, but ergonomics are important when operating the computer. Ergonomics can affect the long-term health of the computer operator. It is important to keep the wrists and hands in-line with the forearms and to use proper typing technique. Keep the elbows close to the body and supported if possible. The lower back should be supported as well, and your head and neck should be straight and in-line with the back; the shoulders should be relaxed. Keep the top of the monitor at or just below eye level. Take breaks at least every 2 hours to avoid muscle cramps and eyestrain. To further reduce eyestrain, increase the refresh rate of the monitor if possible. For more information on ergonomics, see OSHA’s information on computer workstations at http://www.osha.gov/SLTC/etools/computerworkstations/index.html.

MSDS and Disposal

Products that use chemicals require material safety data sheets (MSDSs). These are documents that give information about particular substances, for example the ink in inkjet cartridges. Information in the MSDS includes

• Proper treatment if the substance is ingested or comes into contact with the skin.

• How to deal with spills and other hazards.

• How to dispose of the substance.

• How to store the substance.

It’s easy to find MSDSs; most companies have them online. You can search for them at the manufacturer’s website or with a search engine. For example, the following link has all the Hewlett Packard MSDSs: http://www.hp.com/hpinfo/globalcitizenship/environment/products/msds-specs.html. Click on any category and then a specific product to see its MSDS. An MSDS identifies the chemical substance, possible hazards, fire-fighting measures, handling and storage, and so on. Make sure you have Adobe Acrobat Reader installed because most MSDSs are in PDF format.

Recycling and proper disposal are also important. Batteries should not be thrown away with normal trash because they contain chemicals. First, you should check your local municipal or EPA guidelines for proper disposal of batteries, and in some cases, you will find that there are drop-off areas for these, either at the town municipal center, or sometimes at office and computer supply stores. This applies to alkaline, lithium (for example CR2032), lithium-ion, and NiCd batteries.

Ink and toner cartridges can usually be sent back to the manufacturer, or quite often office supply stores and printer repair outfits will take them for later recycling. Some municipalities have a method for recycling electrical devices in general.

EMI and RFI

Electromagnetic interference (EMI) is an unwanted disturbance that affects electrical circuits. Network interference could be caused by EMI. For example, if an unshielded network cable was inadvertently draped over a fluorescent light above the drop ceiling. The light’s EMI could cause data loss on that cable. Keep network cables away from lights, junction boxes, and any other AC electrical sources. Anything with magnets (speakers, CRTs, UPSs) should be kept away from the computer, and cables should be routed away from these devices. It’s possible that lightning can cause EMI line noise to occur within the power cable. A good surge protector or line-conditioning device should deflect this.

Radio frequency interference (RFI) is closely related to EMI. For the A+ exam, some things to consider include cordless phone and microwave usage. Because these devices can also inhabit the 2.4 GHz frequency range used by 802.11b, g, and n networks, they can interfere with the network signal. Be sure that all devices are on different channels (1, 6, and 11 are the nonoverlapping ones) and that the microwave is not physically near any wireless devices.

Cables can act as antennas for radiated energy and should be shielded if possible.

Cram Quiz

Answer these questions. The answers follow the last question. If you cannot answer these questions correctly, consider reading this section again until you can.

1. If a power supply fails, what should you do?

A. Replace it.

B. Repair it.

C. Use a different computer.

D. Switch it to a different voltage setting.

2. Which of the following are ways to avoid ESD? (Select three.)

A. Use an antistatic wrist strap.

B. Use a vacuum cleaner.

C. Use an antistatic mat.

D. Touch the chassis of the computer.

3. What document can aid you in the event of a chemical spill?

A. MSKB

B. MSDS

C. MCSE

D. DSS

Cram Quiz Answers

1. A. Replace the power supply. It can be dangerous to try to repair it and is not cost-effective to the company.

2. A, C, D. Antistatic wrist straps, mats, and touching the chassis of the computer are all ways to stop ESD.

3. B. The material safety data sheet (MSDS) defines exactly what a chemical is, what the potential hazards are, and how to deal with them.

Professionalism and Communication Skills

For the A+ exams, professionalism and communication consists of seven categories:

• Punctuality: Be on time! If a customer has to wait, he might become difficult before you even begin. If you are running late, contact the customer, apologize, and let him know that you will be late.

• Listen to the customer: Don’t interrupt the customer, even if you think you know what the problem is before she has fully explained the situation. Be respectful and allow her to complete her explanation. Her tale just might give you clues as to what the real problem is. Listen carefully but be assertive when eliciting answers.

• Be positive: Try to maintain a positive attitude, even if the customer thinks the situation is hopeless, or if the customer is frustrated. Sometimes problems that appear to be the worst have the easiest solutions! And there is always a solution. It’s just a matter of finding it.

• Speak clearly: Use proper language, and speak slowly and clearly so the customer can fully understand what you tell them. Avoid computer jargon and acronyms (for example WPA or TCP/IP). By using computer jargon, the customer might think that you are insecure and cannot clearly explain things. Stay away from the techno-babble. The customer expects you to know these things technically but to explain them in a simple manner.

• Set and meet expectations: When you have a clear idea of what the customer’s trouble is, set a timeline; offer a reasonable assessment of how long it will take to fix the issue and what will be involved. Stay in contact with the customer giving him updates at certain intervals—every half hour for smaller jobs and perhaps two or three times a day for larger jobs. If applicable, offer different repair or replacement options as the job progresses. At first you might inform a customer that it appears a power supply needs to be changed. Later you might find that an optical drive also needs to be replaced. Keep the customer up to date and offer options. Whatever the service, be clear as to the policies of your company and provide the proper documentation about the services you will be performing. After you finish the job, follow up with the customer to verify that the computer runs smoothly and that he is satisfied.

• Avoid distractions: Cell phone calls should be screened and left to go to voicemail unless it is an emergency. The same goes for emails that arrive on your PDA and text messages on the phone. If other customers call, explain to them that you are with a customer and will call them back shortly, or have your manager or co-worker take care of them if they are available. Avoid talking to co-workers when dealing with customers. The customer wants to feel valued and wants to get her problem fixed in a timely manner. Try to avoid personal interruptions in general.

• Deal with customers professionally: Understand that customers can come from all walks of life. By being patient, understanding, and respectful, you show customers that you are a professional and serious about fixing their computer problems. Never argue with customers or take a defensive or offensive stance. This is another one of those times in which I like to think of Mr. Spock. Approach customers’ computer problems and complaints from a scientific point of view. Try not to make light of a customers’ computer issues, no matter how simple they might seem, and avoid being judgmental of any possible user error. Never ask things such as “What did you do?” or “Who was working on this?” because these questions can come across as accusations. Ask computer-oriented open-ended questions when eliciting answers from the customers, for example “What is wrong with the computer?” or “What can you tell me about this computer?” Stick with the senses; questions such as “What type of strange behavior did you see from the computer?” keeps customers more relaxed and can help you to narrow down the cause of the problem. If customers don’t come across clearly, restate what you believe to be the issue, or repeat your question to them so that you can verify understanding and so both of you will be on the same page.

Cram Quiz

Answer these questions. The answers follow the last question. If you cannot answer these questions correctly, consider reading this section again until you can.

1. How will speaking with a lot of jargon make a technician sound?

A. Competent

B. Insecure

C. Smart

D. Powerful

2. A customer experiences a server crash. When you arrive, the manager is upset about this problem. What do you need to remember in this scenario?

A. Stay calm and do the job as efficiently as possible.

B. Imagine the customer in his underwear.

C. Avoid the customer and get the job done quickly.

D. Refer the customer to your supervisor.

3. Which of the following are good ideas when dealing with customers? (Select two.)

A. Speak clearly.

B. Ignore them.

C. Avoid distractions.

D. Explain to them what they did wrong.

Cram Quiz Answers

1. B. Too much computer jargon can make an end user think that you do not have the qualifications needed and are masking it with techno-babble.

2. A. There isn’t much you can do when a customer is upset except fix the problem!

3. A and C are correct. Speak clearly so that customers understand you and avoid distractions so that the customers know they have your complete attention.

Additional Reading and Resources

Mueller, Scott. Upgrading and Repairing Laptops. Que.