| A | B |
|---|
| Anti-static bag | Bag made of anti-static plastic into which electronics are placed for temporary or long term storage |
| Anti-static mat | Special surface on which to lay electronics |
| Anti-static wrist strap | Special device worn around the wrist with a grounding connection to equalize electrical potential between a technician and an electronic device |
| Assertive communication | Means of communication that is not pushy or bossy but is also not soft |
| Electromagnetic interference (EMI) | Movement of electrons from one body to another |
| Electrostatic discharge (ESD) | Electrical interference from one device to another, resulting in poor performance of the device being interfered with |
| Eliciting answers | Communication strategy designed to help techs understand a user's problems better |
| Ethic of Reciprocity | Golden Rule: Do unto others as you would have them do unto you |
| Honesty | Telling the truth - a very important thing for a tech to do |
| Integrity | Always doing the right thing |
| Passwords | Key used to verify a user's identity on a secure computer or network |
| Phillips-head screwdriver | Most important part of a PC tech's toolkit |
| Potential | Amount of static electricity stored by an object |
| Radio frequency interference (RFI) | Another form of electrical interference caused by radio-wave emitting devices, such as cell phones, wireless network cards, and microwave |
| Resistor | Any material or device that impedes the flow of electrons |
| Respect | What all techs should feel for their customers |
| Tech toolkit | Tools a PC tech should never be without |
