comptia-a-plus-core2/notes/OPS-7-professionalism.md

OPS-7: Professionalism

Status: not started

Domain:

• 4.0 Operational Procedures

Objective alignment:

• 4.7 Professionalism and communication

What You Need To Know

Professional behavior is tested directly on Core 2.

Use:

• Appropriate appearance
• Appropriate language
• Respect for user time
• Active listening
• Cultural sensitivity
• Discretion
• Confidentiality
• Open-ended questions
• Restating the issue
• Clear expectations
• Status communication
• Documentation
• Follow-up

Avoid:

• Arguing
• Being defensive
• Dismissing the user
• Judging the user
• Sharing confidential information

Memory Trick

Use L-E-D-F:

• Listen
• Explain expectations
• Document
• Follow up

Shortcut:

• Fix the problem without making the user the problem.

Exam Clues

• Ask open-ended questions first.
• Restate the issue to confirm understanding.
• Do not blame the user.
• Protect confidential information.
• Set realistic timelines and follow up.