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ERGONOMICS AND END USER SUPPORT

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Working with Personality Types. In this chapter, you read about George and Hamida in the section on MBTIs. Recall that George, a user support agent, is an ISTJ personality type and Hamida, an end user, is an ENFP type. Learn more about these personality types at www.mbticlub.com/info_center.asp.;1. BrieflydescribetheISTJandENFPpersonalitytypesinthe Myers-Briggs categories.;2. If George and Hamida are assigned to work on a project team together, describe any problems you anticipate they might encounter working together, based on differences in work styles.;3. Describe some ways George and Hamida could function suc- cessfully working together.;4. If you joined the project team with George and Hamida, whose work style would you be least comfortable with? Explain your answer.;HOMEWORK 2-;1. Which of these is not an example of a difficult support problem?;a. a problem a support worker has not seen before;b. a problem involving an angry caller;c. a problem for which the solution is not obvious;d. All of these are difficult problems;2. True or False? Troubleshooting computer problems is a fixed sequence of steps a support agent follows from the initial problem description to the resolved problem.;3. True or False? Problem solving, critical thinking, and decision making are different names for the same skill.;4. The strategy in which the listener is as engaged as the speaker in a communication is called;a. probing b. active listening c. paraphrasing d. replicating;5. A mental model to help a computer troubleshooter under- stand and explain a problem situation is based on;a. metacognition b. critical thinking c. decision making d. problem solving;6. A troubleshooting process that involves selecting one alterna- tive from among a number of possible alternatives based on some evaluation criteria is called ________________.;7. True or False? To restate a problem description using the user?s exact words is called paraphrasing.;8. ________________ is a problem-solving tool that involves a difficult or complex problem being referred to a higher-level support person for resolution.;9. The ability to step back from a troubleshooting situation and analyze one?s own thinking process is called _______________.;10. A follow-up question a troubleshooter asks to get addi- tional information about a problem situation is called a(n);11. An organized collection of information, articles, procedures, tips, and problem solutions is called a;a. script b. flowchart c. knowledge base d. newsgroup;12. True or False? A troubleshooting strategy that involves swapping a hardware or software component whose status is unknown with one that is known to be operational is called module replacement. (THE REST OF THESE QUESTIONS ARE ATTACHED WITH THE PICTURES);HOMEWORK 3-;Activity 3-6;Develop a printer troubleshooting script. Use the Windows help system to locate the troubleshooting tools in your current version of Windows. (Hint: Go to Help and Support from the Start menu, and then click the Troubleshooting icon (?).) Write a script with a minimum of five steps that documents how to diagnose and fix sev- eral common printing problems users might encounter. Don?t worry about rare printer problems.

 

Paper#66501 | Written in 18-Jul-2015

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