Question

you are an it technician for your company. a coworker calls your department and asks for help fixing his malfunctioning internal blu - ray drive, which he installed himself. when you arrive, you unplug and then open the employees computer. as you begin to examine the computer, the employee begins to describe the steps he has taken to install and troubleshoot the issue on his own. you examine all of his connectors and discover that the employee forgot to connect the blu - ray drives power cable. you comment on this to the employee by saying, heres the issue. the power cable isnt connected. you should really take more time to make sure components are properly installed before calling me. at that moment, another coworker calls your cell phone. the ringing of the phone distracts your thoughts, and while the owner of the computer is still explaining the troubleshooting steps already completed, you quickly connect the power to the device and close the computer. a quick test shows that the device is now working. which of the following professionalism principles is the technician failing to follow? (select two.)
□ allow the client to speak and avoid interrupting
□ talking to coworkers while interacting with customers
□ avoiding being judgmental
□ actively listening
□ argue with customers and/or be defensive

Explanation:

The technician interrupts the employee while they are speaking, violating the principle of allowing the client to speak and avoiding interruption. Also, by commenting judgmentally about the employee's installation, the technician fails to avoid being judgmental. The technician doesn't talk to coworkers during the interaction (just gets a call which distracts but doesn't engage in conversation), doesn't actively listen as they interrupt, and doesn't argue or be defensive.

Answer:

• Allow the client to speak and avoid interrupting
• Avoiding being judgmental