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Professionalism and Communication
1. Establish yourself and that you are there to help.
- Hi, I'm from AV Services. I'm here to help you. I hear you are having _________ issue.
2. Determine if you are able to resolve the issue in less than 30 seconds
- Think of a possible solution that can be tested quickly
- Notify supervisor immediately if test(s) do not yield good results. Keep a positive and progressive attitude with faculty during this process. Don't claim a lack of solutions or knowledge about the specific issue. Use all available resources at your disposal.
- Pay attention to the instructor's needs
3. Give the instructor a choice to make
- I can set up a portable projector in a couple of minutes
OR
- I can try _______ and see if we can resolve the issue
The instructor will let you know if they have time for you to try a possible solution or if they are satisfied with a portable projector.
Use your AV Knowledge and situational awareness to find the best solution.
Example Scenario
You are responding to a trouble call concerning the HDMI cable in a classroom on campus. As you enter the classroom, you locate the instructor
You: "Hello, I am from AV Services, and I am here to help you. I heard you're having trouble with your HDMI connection."
Instructor: "Yes, nothing is being projected! Nothing is working at all!"
You explain to the instructor that you will test the HDMI cable and see if the issue can be resolved easily. First you check that the HDMI is connected properly, then plug in your HDMI tester and get no response from the system. You then decide to replace the HDMI cable using the spare in your backpack. The HDMI connection begins to work. You communicate this with the instructor, and make sure the instructor is able to set up their laptop with the new cable. The instructor is thankful and you are able to return to AV Headquarters.