jones ncti training kit

Workforce Performance Solutions™

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Technical Courses

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ourses

Quick Start InstallerPowered by VALT™

OVERVIEW

This course concisely presents the essentials required by a newly hired installer in the first few weeks of employment with a cable company. With QSI, inexperienced installers use e-learning to rapidly develop the valuable skills needed to become productive on the job, accelerating their time-to-field. The course presents the basics of the drop portion of the cable system, showing the student installations and customer premises equipment connectivity techniques.

VALT assesses each learner and creates an individualized learning program to focus on what the installer doesn’t know. Then VALT validates when mastery of this information is achieved so installers are confident in their knowledge and ability to perform installations right the first time.

Delivery Options:1 All VALT learning takes place online. Lessons and final exams are delivered and taken online.

Completion Time:Varies based on the student’s self-study pace, however, the maximum time allowed is six months from enrollment.

BENEFITSUpon completion students will:

» accelerate their time-to-field by quickly learning installer basics» successfully complete basic, underground and MDU installations» correctly perform service reconnects, disconnects and outlet relocations» interconnect a large variety of customer premises equipment to achieve analog

and digital video viewing options per customer request» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:» newly hired or inexperienced installers

COURSE OBJECTIVESUpon completing this course, students will be able to:

discuss how signals are processed for distribution through the headend1. describe the transmission of signals through a coax and fiber trunk system2. discuss how radio and TV signals occupy the radio frequency spectrum3. list the radio frequency signal requirements for providing a quality signal to 4. customer premises devicesidentify the different parts and describe the electrical and mechanical 5. considerations of an F-connectordiscuss the different kinds of passive devices used in the drop system, their 6. characteristics and typical applications

For more information call 866.575.7206 or email [email protected] East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com

RELATED COURSESStudents completing this course should then enroll in:

» Installer» Customer Service for

Technicians

TRAINING FEATURES» Knowledge-based,

broadband and job-specific content

» Highly illustrated and easy to read course materials

» Curriculum advising» 24/7 lesson feedback

and progress monitoring at www.jonesncti.com

» Online testing

Visit www.jonesncti.com /coursepolicy.htm for important information on computer hardware/software requirements and student-to-student transfer and extension limitations

(Continued) Workforce Performance Solutions™

QckStInstalVALT0508

list the required clearances of drop cable over streets, roads and driveways and near utility poles and wires7. define aerial trespass and list the procedures for its prevention during drop cable routing8. demonstrate the different types of burial techniques, including hand burial, pull-through conduit, routing under 9. a sidewalk, joint trenching and plowingdefine grounding and bonding and discuss their importance10. assess the condition of the existing drop to determine if upgrading is required before reconnecting11. list the requirements to meet current code or local system requirements when placing or upgrading drops12. briefly describe how digital TV differs from analog TV13.

COURSE OUTLINE



COURSE OBJECTIVES (Continued)

1. Cable System Overview Headend, trunk, distribution, drop, providing services and reverse signals

2. Understanding Signals, Levels and Frequencies Frequencies, signal levels and measurements

3. Cable and Connectors Cable properties and connectors

4. Drop System Overview Tap, coax, passives and active devices

5. Aerial Installations Connecting at tap, strand/pole, clearances, routing/aerial trespass, power connections for telephone and connecting at house

6. Underground/MDU Installations Connecting at tap, routing, bury techniques and MDU installations

7. Routing Cables and Grounding/Bonding at the Premises Attachments, entry point, house wrap, attic, basement and through floors

8. Grounding and Bonding Why, hardware, methods and NEC code for powered drops

9. Reconnects, Disconnects and Relocating Outlets Reconnecting previously installed drops, disconnecting and relocating outlets

10. Describing CPE TV set, set-top terminal, VCR, DVD, PVR and home theatre receivers

11. Connecting CPE Video and audio

Quick Start InstallerOVERVIEW

This course concisely presents the essentials required by a newly hired installer in the first few weeks of employment with a cable company. With QSI, inexperienced installers use e-learning to rapidly develop the valuable skills needed to become productive on the job, accelerating their time-to-field. The course presents the basics of the drop portion of the cable system, showing the student installations and customer premises equipment connectivity techniques.

Delivery Options:2 Learning takes place using a textbook. Lessons and final exams are taken online.



» accelerate their time-to-field by quickly learning installer basics» successfully complete basic, underground and MDU installations» correctly perform service reconnects, disconnects and outlet relocations» interconnect a large variety of customer premises equipment to achieve analog

and digital video viewing options per customer request» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:» newly hired or inexperienced installers


discuss how signals are processed for distribution through the headend1. describe the transmission of signals through a coax and fiber trunk system2. discuss how radio and TV signals occupy the radio frequency spectrum3. list the radio frequency signal requirements for providing a quality signal to 4. customer premises devicesidentify the different parts and describe the electrical and mechanical 5. considerations of an F-connectordiscuss the different kinds of passive devices used in the drop system, their 6. characteristics and typical applicationslist the required clearances of drop cable over streets, roads and driveways and 7. near utility poles and wiresdefine aerial trespass and list the procedures for its prevention during drop 8. cable routing demonstrate the different types of burial techniques, including hand burial, 9. pull-through conduit, routing under a sidewalk, joint trenching and plowingdefine grounding and bonding and discuss their importance10. assess the condition of the existing drop to determine if upgrading is required 11. before reconnecting



» Installer» Customer Service for

Technicians






» Online testing



QckStInstal0508

list the requirements to meet current code or local system requirements when placing or upgrading drops12. briefly describe how digital TV differs from analog TV13.

COURSE OUTLINE




1. Cable System Overview Headend, trunk, distribution, drop, providing services and reverse signals

2. Understanding Signals, Levels and Frequencies Frequencies, signal levels and measurements

3. Cable and Connectors Cable properties and connectors

4. Drop System Overview Tap, coax, passives and active devices

5. Aerial Installations Connecting at tap, strand/pole, clearances, routing/aerial trespass, power connections for telephone and connecting at house

6. Underground/MDU Installations Connecting at tap, routing, bury techniques and MDU installations

7. Routing Cables and Grounding/Bonding at the Premises Attachments, entry point, house wrap, attic, basement and through floors

8. Grounding and Bonding Why, hardware, methods and NEC code for powered drops

9. Reconnects, Disconnects and Relocating Outlets Reconnecting previously installed drops, disconnecting and relocating outlets

10. Describing CPE TV set, set-top terminal, VCR, DVD, PVR and home theatre receivers

11. Connecting CPE Video and audio

Installer OVERVIEW

The Installer course is the foundation for Jones/NCTI’s Technical Career Path, as well as an essential preparation for the Broadband Digital Installer and Installer Technician courses. Beginning with a comprehensive overview of a broadband cable system, the course provides the student with a working knowledge of the system from the signal sources to the customer premises equipment, while teaching the requirements for an installer. The “why” as well as the “how” to perform installer functions are taught throughout this course, educating the student in proper installation as well as basic troubleshooting. The student will also learn the processes and procedures surrounding digital signal tests and measurements. Specific references to more than 50 basic safety standards (OSHA and ANSI) as well as electrical codes (NEC and NESC) are made throughout the course.

Delivery Options:2 Learning takes place using a textbook. Lesson and final exams are taken online.



» know all the necessary processes, techniques and equipment to function as a tap-to-customer premises installer

» effectively troubleshoot commonly occurring broadband analog and digital drop problems

» understand safe installation practices» be able to explain the differences in programming services to the customer» receive an industry recognized Jones/NCTI™ certificate of graduation» earn three hours of college credit» use this course to help prepare for SCTE’s Broadband Premises Specialist

certification» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN,

RCDD/OSP, Residential Installer, Installer Level 2 and Technician

Ideal for:» newly hired installers» experienced technicians and installers interested in a refresher on current

installation techniques


understand the operation of a broadband cable system1. 2. identify the differences between basic, expanded basic and premium cable servicesidentify the typical department organizations within a broadband cable company3.


ENhaNCEmENT» Now including

information on digital technologies

RELaTED COURSESStudents completing this course should then enroll in:

» Broadband Digital Installer

» Installer Technician» Customer Service for

Technicians

TRaINING FEaTURES» Knowledge-based,





» Online testing



Install0508

understand the safety regulations, customer service requirements, functions of drop components and 4. connection/interface of customer premises equipment in a broadband drop system identify customer concerns and solve customer problems5. correctly use and maintain all required installation hand and power tools6. fully understand required ladder inspections and practice safe ladder handling techniques7. thoroughly comprehend the required pole climbing safety inspections and safe pole climbing procedures8. identify features, controls and components, perform measurements and properly maintain digital multi meters 9. and signal level metersunderstand construction of coaxial drop cable and F-connectors and properly install various indoor and 10. environmentally sealed F-connectorssafely and correctly perform single resident aerial and underground installations from the tap to the customer 11. premises equipment, following all pertinent safety regulations and recommended practices/proceduresinterpret digital measurements to evaluate digital signal quality12.

COURSE OUTLINE




1. Broadband Cable System Overview Exploring the signal path, categorizing cable services and organizing departments for interaction

2. Drop System Overview Working safely, providing quality service, understanding drop components and functions and dealing with customer premises equipment

3. applying Customer Service Skills Characterizing quality customer service, developing your customer service skills, working with customers and working with internal customers

4. Using and maintaining General Tools Working with wrenches, selecting and maintaining driving tools, selecting and maintaining knives, selecting and working with pliers, selecting and working with hammers, selecting drills and drill attachments, understanding the value of tool holders and working with other tools

5. Using Cable Installation Tools Working with drop cable attachment tools, aerial drop installation tools, underground drop installation tools, F-connector installation tools, security tools and cable fishing tools

6. Working With Ladders Defining ladder types, identifying extension ladder accessories, using ladders safely, handling extension ladders, handling step-extension ladders and handling stepladders

7. Climbing Poles Climbing equipment and inspection, climbing precautions and climbing techniques

8. Operating Digital multimeters Defining types of DMMs, controls, components and specifications, measuring voltage, resistance and current and caring for and maintaining DMMs

9. measuring Signal Levels Understanding broadband signals, identifying SLM features and components, maintaining SLMs and performing measurements

10. Connectorizing Coaxial Drop Cable Understanding coaxial drop cable, understanding F-connector construction, installing indoor F-connectors and installing environmentally sealed F-connectors

11. Planning the Installation Performing installation preliminaries and drilling the entry hole

12. Installing aerial Drops Routing aerial drop cable, attaching drop cable to the strand and attaching aerial drop to the premises

13. Installing Underground Drops Establishing route to the premises, placing cable underground, connecting service drop to the customer tap and attaching service drop to the premises

14. Routing Premises Coaxial Drops Routing exterior drops, routing interior drops through outside walls and crawl spaces, routing interior drops through basements, routing drops within walls and installing broadband cable wall plates

15. attaching Premises Coaxial Drops Attaching drops to various premises surfaces, attaching drops along selected route, mounting security enclosures and evaluating multiple outlet requirements

16. Bonding and Grounding Drops Learning the importance of bonding and grounding, examining bonding options and bonding customer premises drop

17. Troubleshooting Drop Cable Recognizing crimp type F-connector problems, noting compression type F-connector problems, examining damaged coaxial drop cables, calculating abnormal RF signal levels, measuring abnormal DC loop resistance and delineating customer-installed cable problems

18. Troubleshooting RF switches and matching Transformers Recognizing and correcting passive RF switch and matching transformer problems

19. Troubleshooting Drop Splitters and Directional Couplers Examining splitter problems and directional coupler problems

20. Understanding RF Digital Signal Characteristics Describing digital signal characteristics, explaining digital modulation, quantifying digital signal quality and examining digital signal applications

TechsellenceOVERVIEW

Techsellence is an online course designed to help you remain competitive by expanding sales opportunities while in the customer’s home. This course teaches field personnel to effectively evaluate each customer’s unique situation, use that information to introduce customers to enhanced services and products and ensure a positive customer experience. The student will learn to quickly grasp communication and observation strategies by reviewing various customer/field personnel interactions. With effective communication skills on the job, the student will proficiently drive overall customer satisfaction and increase sales.

Delivery Options:1 All learning, lessons and final exams are delivered and taken online.

Completion Time:The maximum time allowed to complete this course is 90 days from enrollment. This course is not eligible for extensions.


» increase product knowledge and enhance customer contact skills» understand practical applications to test their knowledge and help improve

their job performance» identify clues within the customers’ premises that open new sales and

communication opportunities» understand the value of caring for customers’ needs and increase customer

service ratings» increase revenue potential for enhanced services» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Field personnel, including:

» technicians » installers


1. evaluate each customer’s situation and use that information for mutual benefit understand why communication skills are as important as equipment skills2. react appropriately to negative customer contact3. expand their professionalism in the field and give customers one more reason 4. to remain loyal use teamwork and product knowledge to improve customer satisfaction5. emphasize the importance of their role and highlight creative ways to increase 6. customer satisfaction in light of increasing competition identify how to make customers more aware of enhanced services7.




» Installer» Quick Start Installer» Installer Technician



» Video-rich and interactive course materials



» Online testing



Techsllnce0508

COURSE OUTLINE



1. Sales and Service Culture Discussing fundamentals of customer service and exploring customer situations

2. Why is Change Needed? Identifying purpose of customer service, discussing various communication techniques and exploring customer service benefits

3. How do I do it? Defining teamwork, identifying examples of teamwork, understanding product knowledge, identifying benefits of product knowledge, determining individual level of product knowledge, examining customer scenarios and identifying clues and identifying steps to assist customers

4. Working with the Customer Examining communication techniques regarding negative customer contact, identifying opportunities to upgrade and examining customer scenarios to identify communication techniques

5. Wrap-up Reviewing communication tools, re-examining steps to customer service and reviewing areas of product knowledge tied to sales opportunities

General SafetyOVERVIEW

Increase your safety ratings with a trained workforce. The General Safety course is a cost-effective, interactive technical training program developed specifically for the telecommunications industry. This innovative, award-winning program is designed to protect your workforce—and your bottom line. By featuring important topics such as pole climbing, ladder use and power awareness, field personnel are exposed to and educated on some of the most accident-prone areas in the industry. Fewer accidents mean less down time and higher productivity. Using proven training techniques, this fully interactive online course gets your team thinking “safety first” in record time at a fraction of the cost. Receive confirmation of test scores that can be provided to insurance and regulatory groups.


Completion Time:The maximum time allowed to complete this course is 90 days from enrollment. This course is not eligible for extensions.


» comprehend preventative measures and correct use of gear during high-risk situations such as ladder use, working around power lines and pole climbing

» understand the subtle safety hazards present on every job and how to avoid them» immediately appreciate the importance of safety by use of examples» understand how taking small preventative measures will pay off in avoiding

bodily injury» identify potentially unsafe working environments» understand how injury can affect their personal life» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Field personnel including:

» technicians » installers» sub-contractors

COURSE OBJECTIVESUpon completing this course students will be able to:

understand the vital importance and proper use of personal safety equipment1. properly work with various ladder types, stressing the importance of safety2. correctly perform life-protecting procedures to follow around power lines3. understand the subtle safety hazards present on every job and how to avoid them4. operate their vehicle using proven safety measures5. recognize other situations that may jeopardize safety such as dogs, vehicles 6. and substance abuse



» Quick Start Installer» Installer






» Online testing



GenSafety0508

evaluate potentially hazardous situations during hot/cold weather and take proper preventative measures7.

COURSE OUTLINE




1. Introduction to Safety Defining safety, identifying risk attributes and introducing personnel profiles

2. Personal Safety Equipment Detailing climber assembly and proper use, detailing hard hat purpose and proper use detailing glove types and proper use, detailing footwear purpose and types, detailing body belt and safety strap parts and proper use, detailing eye protection purpose and proper use and detailing clothing hazards and examining vehicle inspection results

3. Pole Climbing Examining pole climbing equipment, identifying safe climbing conditions and examining climbing technique

4. Ladders Examining extension ladder parts, identifying proper extension ladder procedures, detailing mid-span drop procedures, examining stepladder parts, identifying proper stepladder procedures and highlighting ladder safety

5. Physical Safety Detailing back safety and lifting procedures, examining dog encounter procedures and identifying customer created hazards

6. Working Environment Identifying nighttime hazards and procedures, identifying hot weather hazards and procedures, identifying cold/wet weather hazards and procedures, identifying bad weather hazards and procedures, identifying customer hazards and procedures and identifying health hazards and procedures

7. When to Back Off Identifying compromising customer situations, identifying proper response procedures and assessing unsafe situations

8. Power Awareness Examining various electrical situations and examining proper electrical procedures

9. Vehicle Safety Identifying proper vehicle loading procedures, identifying guidelines for equipping a vehicle, detailing pre-trip inspection steps, reviewing parking procedures and examining guidelines when working in traffic

10. Substance AbuseExamining dangers of substance use, examining example of dangerous employee situation, defining substance abuse and reviewing consequences of inaction

Customer Service for TechniciansOVERVIEW

Created specifically for the communications industry, Customer Service for Technicians is a thorough guide for helping service technicians deliver the highest levels of customer service. Designed to provide technicians with tools they can use immediately, the course covers the entire spectrum of customer service-related issues: common service problems and resolution, proper communication techniques, customer account management, retention and loyalty, selling services, stress management, customer education and understanding advanced communication competition.




» learn how to immediately and positively affect customer satisfaction and loyalty rates

» save repeat truck roll expenses by educating customers on premises equipment functions

» reduce accounting expenses related to billing and customer database errors » receive an industry-recognized Jones/NCTI™ certificate of graduation» use this course to help prepare for SCTE’s Broadband Premises Specialist

certification

Ideal for:Technical personnel of any level, including:

» installers» service technicians» technical field personnel» technical supervisors and management» technical support staff

COURSE OBJECTIVES

Upon completing this course students will be able to:

1. list essential services when contacting a customer 2. identify the obstacles in communication and explain how to overcome them 3. identify the characteristics of a professional, quality voice tone 4. understand how to resolve the concerns of an irate customer 5. explain the importance of communicating customer account information between office personnel and field technicians



» Installer» Broadband Digital

Installer» Installer Technician» Service Technician» System Technician» Fiber Installation and

Activation» Fiber Testing and

Maintenance» Advanced Technician






» Online testing



CustServTechs0408

6. comfortably and effectively investigate the customer’s interest in communications services 7. list successful techniques for improving resistance to stress 8. explain and demonstrate the features and functions of a universal remote control 9. guide customers in performing computer and software start-ups10. list several examples of telecommunications standardization efforts

COURSE OUTLINE




1. Providing Customer Service Characterizing quality customer service,

developing customer service skills, applying customer service skills, maintaining accounts/selling new services, managing stress, educating digital video customers and cable modem customers

2. Communicating Effectively Using successful communication techniques,

employing good listening techniques, applying proper presentation techniques and practicing effective telephone techniques

3. Retaining Customers Managing the customer’s problem, responding to

an irate customer and ensuring customer retention

4. Maintaining Customer Accounts Maintaining accounts, processing accounts, and

payments and managing data

5. Selling Communications Services Preparing sales presentations, applying selling

concepts and executing the sales process

6. Managing Stress Reducing effects of stress, coping with stress and

preventing burnout

7. Educating Digital Video Customers Preparing to educate digital video customers,

demonstrating digital video features and operating procedures, guiding customer practice and handling difficult customer education situations

8. Educating Cable Modem Customers Reviewing and explaining available printed

material, reviewing computer and cable modem settings and features and guiding customer practice with software usage

9. Understanding Competitive Services Summarizing the competitive background,

examining communications competition today and discovering future competitive services

Broadband Digital InstallerPowered by VALT™

OVERVIEWBroadband Digital Installer introduces the basics of digital video, high-speed Internet access and telephony services. Presented are typical connection schemes and functions of home theater components, typical features and functions of cable modems, and the basics and installation procedures for telephony services. The electronics intended for entertainment in the customers home has changed significantly over the past few years. This course will dissect connection options and operating parameters of electronics such as TV sets, set-top boxes, DVR’s, DVD’s and audio/video receivers. Students will also learn what is involved in certifying the reliability of the drop for high-speed data service and how to perform the extensive step-by-step installation procedures. Detailed lessons cover both the basics of and installation procedures for constant bit rate and Voice over Internet protocol (VoIP) telephony equipment. Lastly, the course teaches students about communication service competitors.

VALT assesses each learner and creates an individualized learning program to focus on what the installer doesn’t know. Then VALT validates when mastery of this information is achieved so installers are confident in their knowledge and ability to perform installations right the first time.




» effectively answer customer questions regarding competitive technologies offering similar digital video services, high-speed data services and voice services

» reduce repeat service calls and improve customer satisfaction» use this course to help prepare for SCTE’s Broadband Premises Specialist

certification and Video, data, and voice endorsement» earn three hours of college credit» receive an industry recognized Jones/NCTI™ certificate of graduation» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, RCDD/

OSP, Residential Installer, Installer Level 2 and Technician

Ideal for:Personnel who need to learn about installing digital video, high-speed Internet access services and telephony, including:

» installers and technicians» advanced services installers and technicians» high-speed data installers and technicians» telephone installers and technicians



» Installer Technician» Computers and

Broadband Modems» Understanding Voice

and Data Networks» Troubleshooting

Advanced Services






» Online testing



BrdDigiInstallerVALT0408


understand the order of preference when making connections1. recognize how digital rights management can influence the digital connection2. recognize the advantages of connecting audio hardware components using digital interfaces3. connect any equipment by understanding signal flow4. identify six key television settings that may need to be configured5. list examples of setup options that need to be coordinated between interconnected devices6. identify some solutions to overcoming remote control IR line-of-site limitations7. compare Internet access options8. understand the basics of cable modems9. correctly and safely install high-speed broadband Internet access service10. instruct the customer how to most effectively use the newly installed high-speed broadband Internet access service.11. understand Internet basics12. understand the basics of constant bit rate telephony equipment and services13. distinguish between traditional telephony services provided by circuit switched technology and VoIP technology14. list three ways that a cable operator can offer VoIP service15. name the major hardware in a PacketCable-compliant VoIP network16. install an indoor/outdoor EMTA to provide VoIP service17. outline the Telecommunications Act of 199618. describe how competing technologies provide the same services to customers19.



Connecting Consumer Electronics 1. Making video connections, making audio connections and connecting consumer electronics equipment

Operating Consumer Electronics 2. Identifying video device source selections, understanding menu features, exploring video viewing options and analyzing remote controls

Connecting to the Internet 3. Presenting broadband modems, preparing to install a cable modem and activating cable modem service

Instructing Cable Modem Customers 4. Highlighting available printed material, explaining computer and cable modem settings and features and facilitating customer practice and software usage

Introducing the Internet 5. Exploring the Internet’s origins, understanding how the Internet works and using the Internet

Introducing Constant Bit Rate Telephony Service 6. Describing NIU functions, describing NIU access areas, describing NIU powering methods, describing NIU provisioning, describing NIU specifications and describing NIU alarms

Installing Constant Bit Rate Telephony Service 7. Identifying NIU installation equipment and tools, mounting the NIU, connecting power, connecting customer services and testing NIU operations

Introducing VoIP 8. Exploring the world of VoIP, understanding cable telephony’s evolution from CBR to VoIP and understanding how the telephone and VoIP work together

Installing VoIP 9. Exploring VoIP pre-installation issues, installing the outdoor EMTA and installing the indoor EMTA

Understanding Competitive Services 10. Summarizing the competitive background, examining communications competition today and discovering future competitive services

COURSE OUTLINE

Broadband Digital InstallerOVERVIEW

Broadband Digital Installer introduces the basics of digital video, high-speed Internet access and telephony services. Presented are typical connection schemes and functions of home theater components, typical features and functions of cable modems, and the basics and installation procedures for telephony services. The electronics intended for entertainment in the customers home has changed significantly over the past few years. This course will dissect connection options and operating parameters of electronics such as TV sets, set-top boxes, DVR’s, DVD’s and audio/video receivers. Students will also learn what is involved in certifying the reliability of the drop for high-speed data service and how to perform the extensive step-by-step installation procedures. Detailed lessons cover both the basics of and installation procedures for constant bit rate and Voice over Internet protocol (VoIP) telephony equipment. Lastly, the course teaches students about communication service competitors.




» effectively answer customer questions regarding competitive technologies offering similar digital video services, high-speed data services and voice services

» reduce repeat service calls and improve customer satisfaction» use this course to help prepare for SCTE’s Broadband Premises Specialist

certification and video, data and voice endorsement» earn three hours of college credit» receive an industry recognized Jones/NCTI™ certificate of graduation» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, RCDD/

OSP, Residential Installer, Installer Level 2 and Technician

Ideal for:Personnel who need to learn about installing digital video, high-speed Internet access services and telephony, including:

» installers and technicians» advanced services installers and technicians» high-speed data installers and technicians» telephone installers and technicians



» Installer Technician» Computers and

Broadband Modems» Understanding Voice

and Data Networks» Troubleshooting

Advanced Services






» Online testing



BrdDigiInstaller0408


understand the order of preference when making connections1. recognize how digital rights management can influence the digital connection2. recognize the advantages of connecting audio hardware components using digital interfaces3. connect any equipment by understanding signal flow4. identify six key television settings that may need to be configured5. list examples of setup options that need to be coordinated between interconnected devices6. identify some solutions to overcoming remote control IR line-of-site limitations7. compare Internet access options8. understand the basics of cable modems9. correctly and safely install high-speed broadband Internet access service10. instruct the customer how to most effectively use the newly installed high-speed broadband Internet access service11. understand Internet basics12. understand the basics of constant bit rate telephony equipment and services13. distinguish between traditional telephony services provided by circuit switched technology and VoIP technology14. list three ways that a cable operator can offer VoIP service15. name the major hardware in a PacketCable-compliant VoIP network16. install an indoor/outdoor EMTA to provide VoIP service17. outline the Telecommunications Act of 199618. describe how competing technologies provide the same services to customers19.



Connecting Consumer Electronics 1. Making video connections, making audio connections and connecting consumer electronics equipment

Operating Consumer Electronics 2. Identifying video device source selections, understanding menu features exploring video viewing options and analyzing remote controls

Connecting to the Internet 3. Presenting broadband modems, preparing to install a cable modem and activating cable modem service

Instructing Cable Modem Customers 4. Highlighting available printed material, explaining computer and cable modem settings and features and facilitating customer practice and software usage

Introducing the Internet 5. Exploring the Internet’s origins, understanding how the Internet works and using the Internet

Introducing Constant Bit Rate Telephony Service 6. Describing NIU functions, describing NIU access areas, describing NIU powering methods, describing NIU provisioning, describing NIU specifications and describing NIU alarms

Installing Constant Bit Rate Telephony Service 7. Identifying NIU installation equipment and tools, mounting the NIU, connecting power, connecting customer services and testing NIU operations

Introducing VoIP 8. Exploring the world of VoIP, understanding cable telephony’s evolution from CBR to VoIP and understanding how the telephone and VoIP work together

Installing VoIP 9. Exploring VoIP pre-installation issues, installing the outdoor EMTA and installing the indoor EMTA

Understanding Competitive Services 10. Summarizing the competitive background, examining communications competition today and discovering future competitive services

COURSE OUTLINE

Troubleshooting Advanced ServicesOVERVIEW

This course is focused between the customer tap and the terminal equipment found in the home. It teaches the basics of digital RF signals and test equipment used in evaluating digitally modulated signals and it describes advanced services problems, instructing the student in how to isolate and resolve trouble. The course also takes the student through common difficulties encountered with personal computers, cable modems and NIUs, providing step-by-step instruction on finding and repairing problems.




» solve problems in customer homes related to high-speed Internet access, digital video and broadband telephony services more effectively and efficiently

» gain a thorough understanding of the use of test equipment, including digital system analyzers, cable modem analyzers, telephone test sets and twisted-pair cable testers

» increase their technical knowledge base to maintain and troubleshoot the drop network and customer premises equipment

» receive industry-recognized Jones/NCTI™ certificate of graduation» earn three hours of college credit» use this course to help prepare for SCTE’s Broadband Distribution Specialist,

Broadband Premises Specialist Data, Video, and Voice endorsements and Broadband Telecom Center Specialist Data and Video endorsements

» gain 12 BICSI continuing education credits for Installer Level 2 or Technician

Ideal for:Personnel assigned to troubleshoot and repair advanced products or services in the customer home, such as:

» installation repair technicians» service technicians» advanced installers» high-speed data technicians

Students should complete one or more of the following courses before enrolling in Troubleshooting Advanced Services:

» Installer Technician» Broadband Digital Installer» Computers and Broadband Modems» Service Technician



» System Technician» Fiber Installation and


Maintenance» Effective Supervision» Principles of

Management» Introduction to

Business






» Online testing



TrblAdSrv0508


explain the basics of quadrature phase shift keying and quadrature amplitude modulation schemes and their 1. respective data transfer rates access the digital set-top terminal diagnostic screen through the front panel controls of the digital set-top 2. terminal and with the remote control delineate four different kinds of digital set-top problems that disrupt digital services3. display and interpret digital measurements4. interpret a constellation display5. list the tools, including software, needed to troubleshoot PCs6. 7. use a cable modem system analyzer to verify provisioning and register with the cable modem termination system differentiate the four types of noise that may be encountered in a telephone system8. determine the cause of noise heard at the network interface unit telephone test jack9. use a twisted-pair cable tester to test circuit faults on twisted-pair cable utilizing one of three different wiring 10. configurations

COURSE OUTLINE



1. Understanding RF Digital Signal Characteristics Describing digital signal characteristics, explaining

digital modulation, quantifying digital signal quality and examining digital signal applications

2. Troubleshooting Digital Video Service, I Troubleshooting analog channels, digital channels

and remote control problems, verifying digital set-top terminal configuration and operation and using digital set-top terminal diagnostic screen

3. Troubleshooting Digital Video Service, II Differentiating picture quality problems, noting

audio quality problems, udentifying PPV ordering problems, reprogramming parental control code, citing various main menu screen problems, identifying return path problems, noting video playback and recording problems and delineating digital set-top terminal problems

4. Using Digital Signal Analyzers Describing digital measurements, preparing digital

signal analyzers for use, making measurements on digitally modulated carriers and using cable modem system analyzers

5. Troubleshooting Personal Computers Using troubleshooting tools, isolating computer problems and devising a course of action, applying troubleshooting guidelines and applying support responsibilities to troubleshooting

6. Troubleshooting Cable Internet Access Service Understanding the cable modem provisioning process, troubleshooting technical and performance problems

7. Troubleshooting Twisted-Pair Inside Wiring Identifying problems and symptoms, describing problem causes and troubleshooting strategies, explaining reasons for common problem and troubleshooting with common test equipment

8. Troubleshooting CBR Telephony Service Outlining the troubleshooting process, troubleshooting from power distributing tap to network interface unit, NIU problems, cross-connect problems and identifying broadband network problems

9. Using Twisted-Pair Inside Wiring Test Equipment Using telephone test sets, a tone generator and inductive amplifier probe, a twisted-pair cable tester, a modular cable tester and introducing the wiremap field test instrument

Computers and Broadband ModemsOVERVIEW

Computers and Broadband Modems introduces the fundamentals of personal computer (PC) hardware and software in connection with broadband modems, allowing students to gain a thorough understanding of how the PC and modem interface with the broadband network. Topics of study include basic troubleshooting, DOCSIS in the network, operating systems, the system board, input/output devices, disk drives and much more, making the material an excellent reference tool for PC concepts and terminology. The course requires no prior technical experience.


4 This course contains a CD-ROM.

Completion Time:Varies based on a student’s self-study pace, however, the maximum time allowed is six months from enrollment.


» more effectively troubleshoot basic personal computer problems» have a more complete understanding of DOCSIS modems» understand how to complete advanced, high-speed data installations» use this course to help prepare for SCTE’s Broadband Premises Specialist Data

and Broadband Telecom Center Specialist Data endorsements» earn three hours of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN,


Ideal for:Personnel who need to learn about installing digital video, high-speed Internet access services and telephony including:

» installers» installer technicians» technical service representatives


identify the four basic functions of the PC1. explain how devices outside the computer case are connected to the PC2. identify the three types of software used in a PC3. compare and contrast soft and hard boots4. identify four system resources that aid in the communication between 5. hardware and software



» Troubleshooting Advanced Services

– or –» IP Voice – or –» Telephone Home

Wiring» Installer Technician

TRAINING FEATURES

» Knowledge-based, broadband and job-specific content




» Online testing



CompBBModems0408

understand how the categories of physical memory are housed on the system board and expansion boards6. understand how memory is used by Windows7. how to use standard resources on a computer system when installing add-on devices8. describe the DOCSIS standard and how it originated9. define quality of service and its role in the continuous transmission of high-speed data10.

COURSE OUTLINE

For more information, call 866.575.7206 or email [email protected] East Mineral Ave. • Centennial, CO 80112 • www.jonesncti.com



1. Personal Computer Hardware Understanding the central processing unit, explaining personal computer hardware used for input and output and personal computer hardware inside the computer case

2. Personal Computer Software Understanding the three types of software and what they do, the operating systems, surveying operating systems and understanding applications software

3. The Boot Process Introducing, examining and detailing the boot process and booting in a Windows environment

4. How Software Manages Hardware Resources Defining system resources, understanding the software/hardware relationship and protecting data, software and hardware

5. The System Board Understanding BIOS, ROM and RAM, buses and expansion slots, the CPU and system boards

6. Memory Management Introducing memory, understanding memory and Windows, managing memory with Windows and upgrading memory

7. Floppy and Hard Drives Introducing how data is physically stored on a disk, using Windows Explorer to manage a floppy drive, understanding hard drive technology and using Windows Explorer to manage a hard drive

8. Peripheral Devices Understanding basic peripheral installation and using ports and expansion slots for add-on devices

9. Understanding Broadband Cable Modems Understanding DOCSIS, discussing broadband cable modems, cable modem termination systems and understanding DOCSIS in the network

10. Broadband Cable Modem Service Provisioning Provisioning cable modems, troubleshooting noise

and ingress, customer premises equipment and understanding quality of service

IP VoiceOVERVIEW

Composed of ten chapters covering the latest in VoIP technology and practices, the IP Voice course uses full-motion video and animation to closely mirror a hands-on learning environment. The video provides a detailed and realistic demonstration of the critical skills needed by an installer to successfully deliver voice service. Learners ride along with an installer as he takes them step-by-step through all the aspects of IP voice service, including: preparation, installation in single- and multi-dwelling units, installation in homes with security systems, troubleshooting and safety. In addition to teaching practical application, the IP Voice course outlines the important concepts, theories and history behind the delivery of voice services by the cable industry, with a discussion of the transition of technology from analog to digital. This well-rounded approach to understanding voice services ensures learners comprehend both the how and why of the job they are performing.


Completion Time:The maximum time allowed is 90 days from enrollment. This course is not eligible for extensions.


» be prepared to install and support voice services » understand the various wiring configurations that are necessary to provide

voice service» explain voice service installation to customers» utilize the correct safety procedures during voice service installations» capably troubleshoot telephone service problems in the field» use this course to help prepare for SCTE’s Broadband Premises Specialist

Voice endorsement» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Technical personnel installing and supporting VoIP deployments, including:

» installers » technicians » contractors » technical management


explain how analog and digital signals are used in voice service1. discuss the industry standards and specifications that apply to house wiring2. understand the different types of telephone wire and the various modular 3. connection methods


RELATED COURSES» Understanding Voice

and Data Networks

» Introduction to Networking: Home and Peer-to-Peer Networks

Students completing this course should then enroll in:

» Installer Technician» Telephone Home

Wiring» Computers and

Broadband Modems» Broadband Digital

Installer




» Online testing



IPVoice0508

explain and discuss the installation steps as they relate to customer service4. describe the step-by-step installation procedures inside the house5. discuss the ste6. p-by-step process for connecting the EMTA, including proper wiring procedures in an NIDto connect the EMTA to the RJ31X jack7. describe the steps you should take before beginning an MDU installation8. explain how to troubleshoot various telephone service problems9.

COURSE OUTLINE




1. Background of IP Voice Explaining how cable and voice services came together, defining the basics of circuit-switched telephone technology, the basics of IP Voice, explaining how analog and digital signals are utilized in IP Voice and defining the features and benefits of IP Voice

2. Home Wiring Explaining a demarcation point, defining and explaining a Network Interface Device (NID), comparing different home wiring configurations, explaining the use of an Embedded Multimedia Terminal Adapter (EMTA) and uderstanding standards that apply to house wiring

3. Tools and Telephony Wiring Listing and describing hand tools for IP Voice Installations, listing and describing materials and hardware associated with an IP Voice installation, explaining the types and uses of testing instruments and describing various modular telephone jack connection methods

4. Installation: The Customer Defining customer service and explaining why it is important, describing how your appearance can impact customer service, explaining and discussing the installation steps as they relate to customer service, describing how you should conduct yourself before, during and after the customer installation process and describing the process used to complete the installation

5. Installation: The Cable Following step-by-step installation procedures at the tap, at the ground block, using proper grounding/bonding procedures and following step-by-step installation procedures in the home

6. Installation: The Telephone Installing the EMTA into existing house wiring, calculating the telephone Ringer Equivalence Number and why is it important, installing an EMTA with new wiring, learning how and when to use straight through and crossover jumpers, completing the proper wiring procedure for a NID and explaining what the customer needs to know about E911 service

7. Alarms Telling why security alarms are an important part of an IP Voice install, describing the purpose for the RJ31X jack, connecting the EMTA to the RJ31X jack, learning about potential alarm system problems and how to avoid them and understanding how IP Voice works with other home communication devices

8. Multiple Dwelling Units (MDU) Beginning the MDU installation, explaining the EMTA wiring required within a MDU, completing the installation within a MDU, understanding restrictions within a MDU and understanding possible solutions to restrictions within a MDU

9. Troubleshooting Understanding common troubleshooting tips, troubleshooting a service with no dial tone, noise on the line, causes of noise on the line and a service where the dial tone continues after dialing a number

Installing SMB Telecom Service

With the advent of IP Telephony, cable companies can now offer competitive voice and data service to the Small and Medium Business (SMB) sector. This opens up a potentially huge market of new customers, however, there’s a catch. There is not only stiff competition to provide business-class service, but the business customer’s expectations are different than those of the residential customer. Besides having a solid network, a proper installation is the most critical component for success. Your installers have to offer the best customer experience as well as quality installations that are done right the first time. With the new Installing SMB Telecom Service course from Jones/NCTI,™ you can ensure your installers have the tools necessary to meet the needs of this demanding business customer.

OVERVIEW The Installing SMB Telecom Service course is designed to provide a cost-effective interactive training program and features rich video content with actual installers performing real installations and interacting with real customers. Installers have the opportunity to learn from their peers in a language they understand. The course provides training in IP Voice technology, installation processes, as well as critical information about how to work in a business environment as opposed to residential. Students will be provided with a job aid/reference guide that will serve as a handy tool for on-the-job reference when in the field.


Completion Time:Varies based on the student’s self study pace, however, the maximum time allowed is three months from enrollment.

BENEFITSUpon completion, students will:

» value the impact phone service has within a business environment» understand important differences between traditional and digital voice services» understand how to work with businesses in a professional manner» receive an industry recognized Jones/NCTI certificate of graduation

Ideal for:Field personnel, including:

» technicians» installers» contract installers



» Understanding Voice and Data Networks

» IP Voice» HSD Installations






» Online testing



COURSE OBJECTIVESUpon completing this course the student will be able to:

understand how business service is different from residential telephone service1. describe the critical tasks involved in providing outstanding customer care2. describe the business processes involved in provisioning business telephony3. understand the types of equipment and wiring found at a typical business4. explain the purpose of rights-of-way, easements and property covenants5. define building, equipment, distribution and station wiring types and methods6. describe the tools technicians use to install business telephone services7. describe how to analyze building drops and building interfaces to make sure that they conform to the 8. pre-field inspection reportdescribe issues related to connecting customer premise security systems to the new telephone service9. explain troubleshooting procedures that help resolve problems with business telephone service10.

COURSE OUTLINEDefining Business Telephony1. Understanding Commercial Buildings and Building Wiring2. Distribution Blocks and Station Jacks3. Defining the Tools Involved in Delivering Service 4. Customer Telephone Equipment5. Customer Care6. The Business Process7. Business Telephony Installation8. Security Alarms9. Troubleshooting10.



SMBTelecom0309

High-Speed Data Installation OVERVIEWHigh-Speed Data Installation introduces the fundamentals of high-speed Internet access service by presenting the typical features and functions of cable modems. The student will gain a thorough understanding of how the PC and modem interface with the broadband network. Topics of study include DOCSIS in the network, cable modem provisioning, the role of the cable modem termination system and more. The student also will learn how to effectively educate customers to the new high-speed service.




» effectively answer customer questions regarding broadband high-speed Internet in the home

» understand how to install and troubleshoot high-speed Internet service issues in the home

» reduce repeat service calls and improve customer satisfaction» have a more complete understanding of DOCSIS modems» use this course to help prepare for SCTE’s Broadband Premises Specialist certification and Data Endorsement» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:Personnel who need to learn about installing broadband high-speed Internet service, including:

» installers and technicians» advanced services installers and technicians» high-speed data installers and technicians


describe several methods of connecting to the Internet1. understand cable modem status lights for registration and troubleshooting2. describe the steps required to certify the reliability of a customer’s cable 3. drop system connect and operate cable modems and computers together4. verify and change DHCP settings on computers running Microsoft XP and 5. Macintosh 10.X operating systemsinstruct the customer how to most effectively use the newly installed 6. high-speed broadband Internet access service



» Installer Technician» Troubleshooting

Advanced Services




» Curriculum advising » 24/7 lesson feedback


» Online testing



HSpdDataInstall0508

describe the DOCSIS standard and how it originated7. define quality of service and its role in the continuous transmission of high-speed data8. explain how a cable modem operates9. explain how a cable modem termination system operates10. discuss how long loop automatic gain control adjusts cable modem signal levels11. discuss all aspects of the two-way communication between a cable modem and a cable modem termination system12. discuss noise and distortion and preventive measures to limit their effects13.

COURSE OUTLINE




1. Connecting to the Internet Presenting broadband modems, preparing to install a cable modem and activating cable modem service

2. Instructing Cable Modem Customers Highlighting available printed material, explaining computer and cable modem settings and features and facilitating customer practice with software usage

3. Understanding Broadband Cable Modems Understanding DOCSIS, discussing broadband cable modems, discussing cable modem termination systems and understanding DOCSIS in the network

4. Broadband Cable Modem Service Provisioning Provisioning cable modems, troubleshooting noise and ingress, troubleshooting customer premises equipment and understanding quality of service

Installer TechnicianOVERVIEW

Installer Technician focuses on maintaining reliability in the installed drop system. The DC electronic theory provides the foundation for understanding decibels, signal leakage detection and troubleshooting techniques. A basic mathematics review helps the student with equations and formulas relating to basic electronic theory and signal level. Also covered are topics on the features, components, care, maintenance and use of signal level meters and signal leakage detectors, providing essential information for troubleshooting customer premises problems. The course concludes with the basic characteristics and functions of line extender amplifiers. The recommended prerequisite for this course is Jones/NCTI’s Installer course.




» correctly troubleshoot and maintain the installed drop system» utilize mathematical equations and formulas related to installed cable systems» identify, locate and repair common problems from premises to the tap » use this course to help prepare for SCTE’s Broadband Premises Specialist and

Broadband Distribution Specialist certifications, as well as the BPS Video endorsement

» earn four hours of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN,


Ideal for:Technical personnel, including:

» installers» maintenance technicians


understand and apply basic DC electronic theory, perform Ohm’s law 1. calculations and discuss relevant broadband cable applicationsperform basic cable math calculations2. explain dB and dBmV fundamentals and broadband cable applications and 3. perform gain and loss calculations operate and maintain installer-type signal level meters and signal leakage 4. detection equipment identify, locate and repair common problems from the customer premises 5. equipment to the tap in both single dwellings and MDUs


ENhaNCEmENT» Now including

information on digital technologies

RELaTED COURSESStudents completing this course should then enroll in:

» Service Technician» Return Path Operations» System Technician» Fiber Installation and


Maintenance» Advanced Technician» Effective Supervision

TRaINING FEaTURES» Knowledge-based,





» online testing



InstallTech0508

understand the theory of operation of line extender amplifiers and explain the functions of amplifier 6. passives and actives identify the role of national and international organizations in establishing and implementing 7. telecommunications standards

COURSE OUTLINE




1. maintaining Drop System Reliability Delivering quality service and troubleshooting the drop

2. Exploring Electrons and Electricity Establishing electron characteristics, identifying element categories, understanding electron current flow, electric current, electrical force and using units of electrical measurement

3. Understanding magnetism and Electromagnetism Looking at the history and theory of magnetism

and electromagnetism and exploring magnetic and electromagnetic applications

4. Using Positive and Negative Numbers Reviewing positive and negative numbers

5. Using Common and Decimal Fractions Understanding common and decimal fractions

6. Using Equations and Powers of Numbers Using equations and powers of numbers

7. Understanding Electrical Circuits Understanding circuit essentials, differentiating current

flow conditions, defining current types and understanding circuit graphics

8. Understanding Resistance Understanding, changing and controlling resistance

9. Using Ohm’s Law for Power and Energy Describing basic electrical characteristics, working

with Ohm’s law, solving power equations and solving an energy equation

10. DC Series Circuits Circuit requirements, characteristics and calculations

11. Understanding Decibels Reviewing the history of decibels, making comparisons

between two values, explaining the concept of bels and decibels and understanding power and voltage ratios

12. Using dB and dBmV Working with dBmV and performing signal

level calculations

13. Testing Signal Levels Understanding broadband signals, identifying SLM

features and components, maintaining SLMs, testing and troubleshooting

14. Detecting Signal Leakage Reviewing signal leakage basics, selecting and operating signal

leakage detection equipment and eliminating signal leakage

15. Troubleshooting Basic TV Problems Examining AC input voltage problems, correcting a hot

chassis condition, verifying proper RF input levels, fixing impedance mismatch, recognizing incorrect function settings, isolating picture quality problems and fixing stereo TV problems

16. Troubleshooting Drop Grounding, Traps and Taps Recognizing and correcting grounding system, trap and

tap problems

17. Troubleshooting hum modulation and Flashing Pictures

Recognizing and correcting hum and flashing problems

18. Troubleshooting Drop Ingress Recognizing ingress, identifying possible causes of drop-

related ingress and isolating the cause of ingress

19. Troubleshooting Beats and Snowy Pictures Troubleshooting active beats and troubleshooting

snowy pictures

20. Troubleshooting Picture Impairments in an mDU Troubleshooting picture impairments inside the MDU, at

the lock box, between the wall plate and the lock box and at the hot tap

21. Line Extender amplifier Operation Examining the amplifier housing, line extender AC/DC

powering systems, RF passives and controls, the amplifier module and classifying line extender specifications

22. analyzing analog TV Pictures Recognizing basic picture distortions, understanding

basic sound distortions and dealing with other sound and picture problems

23. Telecommunications Standards and Electronics Identifying telecommunications standards, understanding

electronic communication and outlining communication system parameters

Telephone Home Wiring OVERVIEW

Telephone Home Wiring will teach each technician how to correctly install and troubleshoot the hardware associated with an in-home telephone system. This hardware includes various twisted-pair transport media, interface devices, termination points and the telephone itself. The technician will learn how to avoid problems associated with VoIP installations in homes with electronic security systems. The technician is introduced to inside wiring topologies, cable and connector configurations, TIA/EIA standards and twisted-pair test equipment. Additionally, extensive troubleshooting of twisted-pair wiring is presented to ensure the technician is able to solve premises issues related to telephony service.




» effectively answer customer questions regarding telephony technologies in the home» understand how to troubleshoot twisted-pair wiring issues in the home» reduce repeat service calls and improve customer satisfaction» use this course to help prepare for SCTE’s Broadband Premises Specialist

certification and Voice endorsement» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Personnel who need to learn about installing telephone home wiring, including:

» installers and technicians» advanced services installers and technicians» high-speed Internet installers and technicians» telephone installers and technicians


list and explain characteristics of different types of telephones1. describe untwisted-pair and twisted-pair telephone wire, their applications 2. and color codeexplain the purpose and applications of the ANSI/TIA/EIA-570B Residential 3. Telecommunications Cabling Standardinstall modular plugs/jacks on inside wiring data cables using ANSI/TIA/EIA-4. T568-A and T568-B wiring configurationsidentify the characteristics of shorts and crosses and open circuits within a 5. twisted-pair inside wiring systemdescribe three types of twisted-pair inside wiring errors6. describe wiring topologies commonly used for twisted-pair inside wiring7.



» Installer Technician » Broadband Digital

Installer» Computers and

Broadband Modems






» Online testing



TeleHmeWir0508

use a tone generator and an inductive amplifier probe to perform a telephone line test/polarity test and identify 8. twisted-pair conductorsuse a twisted-pair cable tester to test circuit faults on twisted-pair cable utilizing one of three different wiring 9. configurations and interpret test resultsunderstand the potential problems associated with installing telephony in homes with electronic security systems10.

COURSE OUTLINE




1. Voice Communications Describing the public switched telephone network, identifying network design parameters, understanding the telephone, line signaling and examining trunk signaling

2. Introducing Twisted-Pair Inside Wiring Introducing the network interface device, untwisted and twisted-pair cables, twisted-pair cable hardware and routing topologies

3. Installing Twisted-Pair Inside Wiring Pre-qualifying existing telephone and broadband services, describing twisted-pair installation tools, routing and attaching UTP, adding a modular telephone jack, installing modular telephone line cord plugs and data plugs on UTP cable

4. Troubleshooting Twisted-Pair Inside Wiring Identifying problems and symptoms, describing twisted-pair wiring problem causes and troubleshooting

5. Using Twisted-Pair Inside Wiring Test Equipment Using telephone test sets, a tone generator and inductive amplifier probe, a twisted-pair cable tester, a modular cable tester and introducing the wiremap test instrument

6. Installing VoIP in Homes with Electronic Security Systems Understanding issues related to VoIP installations and electronic security system incompatibility, installing VoIP with a home security system and understanding VoIP problems with modem-type devices

Consumer Digital Electronics

OVERVIEW

Consumer Digital Electronics provides students with the knowledge necessary to understand 21st century consumer electronics. The electronics intended for entertainment in the customer’s home has changed significantly over the past few years. This course will dissect electronics, such as TV sets, set-top boxes, DVRs, DVDs, audio/video receivers and speakers. In addition to these devices themselves, the course will instruct the student on the digital video and audio technologies that bring signals to these devices and provide for the devices to create a new entertainment experience for the customer.




» effectively answer customer questions regarding consumer electronics in the home» understand how to connect and operate consumer electronics in the home» reduce repeat service calls and improve customer satisfaction» use this course to help prepare for SCTE’s Broadband Premises Specialist

certification and Video endorsement» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:Personnel who need to learn about digital video services, including:

» installers and technicians» advanced services installers and technicians


1. understand the roles of the NTSC and the ATSC in developing television standards 2. identify key differences between analog and digital television standards 3. define SDTV, EDTV and HDTV 4. describe the reason for and purpose of a CableCard 5. describe the major types of video services that are offered by service providers 6. distinguish the various flat panel video display technologies 7. distinguish the various projection video display technologies 8. compare CRT video display technology to other types of video displays 9. identify characteristics specific to stand alone projector and screen combinations10. understand the basic functional components and operation of a VCR and VCR+11. describe the difference between red and blue laser DVD technology



» Installer» Installer Technician» Service Technician

TRAINING FEATURES





» Online testing



ConDigiElectronics0408

12. understand the potential of video game consoles as an integral part of a home theater13. explore the video storage attributes of hard drives and flash media14. explain the BTSC standard, analog and digital sound and the AC-3 surround sound standard15. list features of A/V receivers and speakers16. determine how to properly lay out a home theater system17. recognize common set-top box features18. use set-top box diagnostics to their full potential19. understand why MoCA is the preferred home networking technology for the cable industry20. understand the order of preference when making connections21. recognize how digital rights management can influence the digital connection22. recognize the advantages of connecting audio hardware components using digital interfaces23. connect any equipment by understanding signal flow24. identify six key television settings that may need to be configured25. list examples of setup options that need to be coordinated between interconnected devices26. identify some solutions to overcoming remote control IR line-of-site limitations

COURSE OUTLINE




1. Video Standards, Definitions and Services Encompassing television technology, defining television, regulating and describing digital television services

2. Video Display Technologies Describing tube-type displays, understanding flat panel displays, identifying projection displays and analyzing projectors and screens

3. Video Recording and Playback Devices Examining magnetic tape media, explaining digital disc media, exploring hard drive video storage, understanding video game consoles and introducing other digital storage

4. Audio Technologies, Systems and Services Examining audio technologies, understanding sound reproduction systems, laying out a home theater system and introducing audio services

5. Digital Set-Top Boxes Examining set-top box physical features, functional features, using set-top box diagnostics and examining home media networks

6. Connecting Consumer Electronics Making video connections, audio connections and connecting consumer electronics equipment

7. Operating Consumer Electronics Identifying video device source selections, understanding menu features, exploring video viewing options and analyzing remote controls

Service TechnicianOVERVIEW

This course provides broadband technicians with invaluable information on the distribution system, including lessons on actives and passives, the fundamentals of cable powering, basic test equipment operation, signal leakage measurements, hardline coaxial cable/connectorization, amplifiers and powering. This course also teaches all the necessary AC electronic theory and application needed to conduct technical duties at this level. This course also introduces fiber optics, fiber networks and includes fiber to the home topologies.




» correctly perform operation, setup and maintenance procedures for the distribution system

» use AC electronic theory and calculations in broadband cable system applications» successfully operate equipment needed to maintain a distribution system» earn four hours of college credit» use this course to help prepare for SCTE’s Broadband Distribution Specialist

and Broadband Communications Technician/Engineer Category IV and VI» gain 12 continuing education credits for RCDD, RCDD/LAN, RCDD/OSP,

Residential Installer, Installer Level 2 and Technician» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Broadband technicians and other technical personnel involved in maintaining the distribution system, including:

» service technicians» line technicians» plant maintenance technicians» installer technicians


understand and apply AC electronic theory, perform electronic calculations 1. and determine electronic broadband cable system applications explain the theory of operation of line passives and calculate the input signal 2. level, signal loss and output signal level of line passives from a design map explain physical characteristics of hardline coaxial cable, calculate 3. the attenuation of the cable for various lengths and temperatures and connectorize the cable splice active and passive devices and activate the broadband cable 4. system network



» System Technician» Fiber Installation and








» Paper-based or online testing

Visit www.jonesncti.com/coursepolicy.htm for important information on computer hardware/software requirements and student-to-student transfer and extension limitations


ServiTech0908

explain the theory of operation of standby and non-standby power supplies, perform preventive maintenance 5. and calculate AC input voltages to amplifiers from a design map explain the theory of operation and operate digital signal analyzers and time domain reflectometers6. explain the theory of operation and perform setup procedures to rough-balance distribution amplifiers used in 7. HFC distribution networks explain the theory of operation and perform setup procedures to rough-balance line extender amplifiers used in 8. HFC and tree-and-branch topologies explain the optical active and passive components of fiber-optic networks and the applications of various 9. fiber-optic topologies

COURSE OUTLINE




1. Distribution System Overview Applying basic electronics to distribution systems,

comparing system architectures, examining distribution system transmission equipment, measuring system vital signs and faults and troubleshooting and preventing signal outages and impairments

2. Understanding Fiber Optics and HFC Networks Introducing fiber optics, constructing fiber networks, the

evolving HFC network and optimizing the HFC network 3. Developing Prevention Programs Ensuring safety awareness, monitoring leakage, stressing

preventive maintenance and reducing outages and theft 4. Alternating Current Understanding AC power and waveforms 5. AC Waveform Fundamentals Characteristics and values 6. Resistive AC Circuits Basic relationships, eddy currents, skin effect and

sample problems 7. Inductance and Transformers Induction, inductance, inductors and transformers 8. Capacitance Capacitance and capacitors 9. Reactances

Inductive reactance, eapacitive reactance and inductive/capacitive reactances

10. Semiconductor Materials and P-N Junctions Examining semiconductor material, examining N-type and P-type semiconductors and examining the P-N junction

11. Investigating Diodes and Diode Circuits Examining the basic concepts of diodes, sinusoidal inputs and zener diodes, rectifying, switching and exploring special purpose diodes

12. Using Digital Signal Analyzers Describing digital measurements and using digital signal analyzers to measure digitally modulated carriers

13. Examining Hardline Coaxial Cable Learning mechanical and electrical properties of hardline cable14. Coaxial Cable Connectorization Selecting connectors, selecting adapters, preparing to

connectorize coaxial cables, installing connectors and weatherproofing

15. Working with Hardline RF Splitters Identifying splitter types, identifying splitter mechanical

components, examining splitter electrical characteristics, understanding the theory of splitter operation and considering applications

16. RF Directional Couplers and Power Inserters Directional couplers and power inserters17. Working with RF Taps Identifying types of taps and mechanical components,

examining tap electrical characteristics, understanding the theory of tap operation and considering application criteria

18. TDR Fundamentals and Operation Describing types of TDRs, understanding TDR theory of operation and applications, considering TDR preliminaries, noting TDR measurement precautions, learning measurement procedures and pinpointing fault site

19. Powering Cable Networks Examining ferroresonant power supplies, AC power insertion methods and performing powering calculations

20. Line Extender Setup and Operations Recognizing the role of the line extender, performing preliminary checks on a line extender, setting up the forward section of a line extender and setting up the return section of a line extender

21. Distribution Amplifier Operation Understanding types and applications of distribution

amplifiers, examining the distribution amplifier housing, explaining AC and DC powering of distribution amplifiers, working with RF passives and controls in distribution amplifiers, understanding the distribution amplifier module, classifying distribution amplifier specifications, setting up and troubleshooting distribution amplifiers

22. Measuring Signal Leakage Signal leakage overview, measurement equipment and preventing and repairing signal leakage

Return Path Operations Powered by VALT™

OVERVIEW

This course introduces the basic concepts of return path functions and outlines procedures for testing, repairing and maintaining a viable return path for the support of new revenue sources and services. The student will learn what affects the return path performance, including ingress, laser clipping, noise, proper system alignment and installation of equipment at the customer premises. The course also demonstrates how high-speed data, PPV, VOD, telephony and other services rely on a proper return path operation via the broadband HFC network.

VALT assesses each learner and creates an individualized learning program to focus on what the learner doesn’t know. Then VALT validates when mastery of this information is achieved so learners are confident in their knowledge and able to immediately implement what they have learned.




» gain the knowledge to provide upstream troubleshooting» maximize revenue by maintaining peak performance levels of set-top equipment » improve customer satisfaction levels with premises equipment» help speed the rollout of new services specific to the return path» use this course to help prepare for SCTE’s Broadband Distribution Specialist,

Broadband Transportation Specialist and Broadband Communications Technician/Engineer Category IV

» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Personnel who install services, perform demand or preventive maintenance on the coaxial plant or work on the fiber-optic portion of modern HFC networks. This includes:

» service technicians» high-speed data technicians» installers» network technicians


describe the return path signal flow and major transmission elements1.






Maintenance






» Online testing



RtrnPathOps0508

explain the concept of long-loop automatic gain control and how it is used to establish RF levels from cable 2. modems, set-top terminals and network interface unitsexplain the concept of funneling on the return path and its effects3. discuss procedures for improving overall return path performance, including use of high-pass filters and 4. step attenuatorsexplain how test equipment for return path alignment can measure field levels5. discuss the differences, advantages and disadvantages of single carrier, multicarrier and return sweep testing6. define and discuss upstream transmit level and attenuation7. explain how zero span is used on the return path for transient signal and noise measurements8. describe the concepts of laser clipping and noise funneling and how they affect signals carried on the return path9. identify methods for multiplexing multiple return paths into a single fiber, including frequency stacking, 10. wavelength division multiplexing, dense wavelength division multiplexing and digital return

COURSE OUTLINE




1. Return Path Operations Overview Understanding signal flow in the return path,

learning what can go wrong and maintaining the return path

2. Introducing Return Path Fundamentals Learning return path fundamentals, explaining

how the reverse path works, examining effects of the drop system on reverse signals, assessing the quality of the drop’s return path and installing two-way devices at the customer premises

3. Troubleshooting the Return Path Examining return path impairments on the drop

system, understanding sources of return path impairments, troubleshooting methods and tools and optimizing return path performance

4. Maintaining Return Path Signals Explaining the theory of reverse levels, setting levels

in the return path and balancing the return path

5. Measuring Signals in the Return Path Transmitting and measuring return path signals

6. Examining the Optical Return Path Designating major components in an optical

return system, identifying optical performance parameters and accomplishing node scalability through return path multiplexing

Return Path Operations OVERVIEW

This course introduces the basic concepts of return path functions and outlines procedures for testing, repairing and maintaining a viable return path for the support of new revenue sources and services. The student will learn what affects the return path performance, including ingress, laser clipping, noise, proper system alignment and installation of equipment at the customer premises. The course also demonstrates how high-speed data, PPV, VOD, telephony and other services rely on a proper return path operation via the broadband HFC network.




» gain the knowledge to provide upstream troubleshooting» maximize revenue by maintaining peak performance levels of set-top equipment » improve customer satisfaction levels with premises equipment» help speed the rollout of new services specific to the return path» use this course to help prepare for SCTE’s Broadband Distribution Specialist,

Broadband Transportation Specialist and Broadband Communications Technician/Engineer Category IV

» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:Personnel who install services, perform demand or preventive maintenance on the coaxial plant or work on the fiber-optic portion of modern HFC networks. This includes:

» service technicians» high-speed data technicians» installers» network technicians


describe the return path signal flow and major transmission elements1. explain the concept of long-loop automatic gain control and how it is used to 2. establish RF levels from cable modems, set-top terminals and network interface units explain the concept of funneling on the return path and its effects3. discuss procedures for improving overall return path performance, 4. including use of high-pass filters and step attenuatorsexplain how test equipment for return path alignment can measure field levels5.






Maintenance






» Online testing



RtrnPathOps0508

6. discuss the differences, advantages and disadvantages of single carrier, multicarrier and return sweep testing define and discuss upstream transmit level and attenuation7. explain how zero span is used on the return path for transient signal and noise measurements8. describe the concepts of laser clipping and noise funneling and how they affect signals carried on the return path9. identify methods for multiplexing multiple return paths into a single fiber, including frequency stacking, 10.

wavelength division multiplexing, dense wavelength division multiplexing and digital return

COURSE OUTLINE




1. Return Path Operations Overview Understanding signal flow in the return path,

learning what can go wrong and maintaining the return path

2. Introducing Return Path Fundamentals Learning return path fundamentals, explaining

how the reverse path works, examining effects of the drop system on reverse signals, assessing the quality of the drop’s return path and installing two-way devices at the customer premises

3. Troubleshooting the Return Path Examining return path impairments on the drop

system, understanding sources of return path impairments, troubleshooting methods and tools and optimizing return path performance

4. Maintaining Return Path Signals Explaining the theory of reverse levels, setting levels

in the return path and balancing the return path


6. Examining the Optical Return Path Designating major components in an optical

return system, identifying optical performance parameters and accomplishing node scalability through return path multiplexing

System TechnicianOVERVIEW

System Technician is an indispensable guide for the field technician on how to activate, test and troubleshoot the RF trunk distribution system. It covers RF trunk and distribution amplifier theory of operation and setup procedures and introduces troubleshooting techniques for power supplies and amplifiers. It also clearly presents the FCC Technical Standards testing requirements and procedures and the NCTA Recommended Practices for system measurements, system sweeping and testing, signal leakage analysis and spectrum analyzer basics and measurements. Included are principles of amplitude, frequency and phase modulation. It also teaches techniques for underground construction. This course assumes a working knowledge of basic HFC broadband networks and electronics up to and including inductive and capacitive circuits.




» understand how to correctly activate, test and troubleshoot the RF trunk distribution system

» be able to properly apply industry and federal guidelines to system analysis, testing, measuring and sweeping

» know how to correctly construct underground plant» earn four hours of college credit» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, RCDD/

OSP, Residential Installer, Installer Level II and Technician» use this course to help prepare for SCTE’s Broadband Distribution Specialist,

Broadband Transportation Specialist and Broadband Communications Technician/Engineer Category III and IV


Ideal for:Personnel responsible for the operation, testing and maintenance of modern HFC broadband networks, including:

» service technicians» HFC technicians» line technicians» maintenance technicians


understand and apply rectification and regulation in ferroresonant and 1. switching power supplies



» Digital Technician» Fiber Installation and








» Online testing



SysTech1208

understand and apply basic electronic troubleshooting techniques for power supplies and amplifiers2. understand and apply theory of operation, explain types of modules and perform setup procedures to rough 3. balance and sweep trunk and distribution amplifiers understand and apply FCC Technical Standards measurement requirements and NCTA Recommended Practices, 4. perform FCC tests for system proof-of-performance using a system analyzer, sweep/analyzer, automated testing system and compile signal leakage data for computing CLI understand and apply the principles of amplitude, frequency and phase modulation5. understand and apply the techniques for underground construction 6.

COURSE OUTLINE




Communications Systems1. Reviewing the history of communications, exploring the meaning of communication, examining noise as a limiting factor, exploring bandwidth and channel allocations and examining communication systems considerations

Electronic Communications2. Examining modulation and understanding multiplexing

Trunk System Overview3. Understanding system design symbols and architectures, constructing and powering the plant, examining transmission components and verifying plant reliability

Power Supply Circuits4. Examining rectifier circuits, power supply systems and filters and examining regulators and troubleshooting

Discovering Bipolar Junction Transistors5. Examining the basic types of transistors, BJT operation and characteristic curves, exploring an NPN transistor circuit model and examining BJT ratings and testing

Bipolar Junction Transistor Amplifier Circuits6. Examining the basic concepts and biasing of amplifiers, amplifier circuit configurations and exploring classifications of amplifiers

Operational Amplifiers7. Examining the basic concepts and characteristics of operational amplifiers, operational amplifier circuit configurations, operational amplifier input modes and exploring operational amplifiers for mathematics

Oscillators and Multivibrators8. Examining the basic concepts of oscillators, LC sine-wave and crystal oscillators, RC sine-wave oscillators and multivibrators

RF Amplifier Operations, I9. Examining the trunk/bridger amplifier housing, describing the trunk amplifier module and the bridger amplifier module

RF Amplifier Operations, II10. Control modules, return/reverse amplifier module, status monitoring module, fail safe module operation, DC power supply module and amplifier power distribution

Distribution Amplifier Setup, I11. Setting up C-COR FNT amplifier and Texscan FTMT amplifier

Distribution Amplifier Setup, II12. Setting up Jerrold Mini-Bridger, Philips Global Network and Scientific-Atlanta System amplifiers

Troubleshooting, Instrumentation and Msmt13. Introducing the troubleshooting process, understanding block diagrams, common test equipment and troubleshooting electronic devices

Communications Circuits14. Examining filters, tuned circuit and resonance, exploring oscillators and examining amplifiers

Amplitude Modulation15. Examining the AM signal, AM transmitters and receivers, exploring single-sideband transmission and examining single-sideband receivers

Frequency Modulation16. Examining frequency modulation, FM signal generation, exploring phase modulation, examining FM receivers and understanding phase-locked loops

Automated Spectrum Analyzer Basics17. Introducing and reviewing features of the spectrum analyzer, operating the spectrum analyzer, using the spectrum analyzer in the broadband cable system and using the digital signal analyzer feature

Analyzing Signal Leakage18. Understanding equipment requirements, calculating CLI, producing system signal leakage reports, generating signal leakage maps and implementing signal leakage maintenance programs

Cable System Sweeping19. Describing sweep and understanding sweep specifications, setting up and sweeping the forward and return paths and troubleshooting sweep response problems

Manual Spectrum Analyzer Distortion Measurements20. FCC requirements, NCTA recommended practices and testing for channel distortions using manual procedures

Constructing Underground Plant, I21. Using chain trenchers, digging trenches, burying coaxial cable directly in ground, burying conduit, pulling cable through conduit, burying preassembled cable in conduit and backfilling the trench

Constructing Underground Plant, II22. Understanding plowing, introducing dry boring and explaining fluid-assisted boring

Fiber Installation and ActivationOVERVIEW

Fiber Installation and Activation provides indispensable and up-to-date information on the deployment of fiber in optical broadband networks. The course outlines the basics of light transmission through optical fibers, how fibers are combined into optical cables and how fiber networks are designed and constructed. Network architecture, topology and design are also covered. Fiber Installation and Activation demonstrates how to install and activate fiber-optic networks and also prepares the student to splice fibers using mechanical and fusion methods. The course assumes previous knowledge and experience in RF Broadband Technology.


4 This course contains a DVD.



» understand how fiber-optic systems are designed and constructed» have the knowledge to identify and use fiber-optic installation equipment

and components» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN,

RCDD/OSP, Residential Installer, Installer Level 2 and Technician» earn two hours of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Technical personnel, including:

» fiber optics technicians» service technicians» network technicians


describe how a transmitted signal is attenuated inside the fiber1. recognize common standards used in fiber-optic transmission systems2. define five tolerance mismatches that can occur during splicing3. describe safety materials and procedures for handling fiber4. describe proper cleaning techniques of connectors5. explain the procedures to prepare a splice closure and a fiber-optic splice tray6. discuss important considerations and specifications for proper installation of 7. fiber-optic cable



» Fiber Testing and Maintenance

» Advanced Technician


broadband-and job-specific content




» Online testing



DVD

FiberInstallAct0408

discuss the differences in coarse wavelength division multiplexing, wide wavelength division multiplexing 8. and dense wavelength division multiplexing technologies list the steps in the setup of an optical transmitter9. define and give examples of an optical power budget10. discuss considerations for optical return path design11. discuss the application and operation of centralized and distributed node powering12.

COURSE OUTLINE




1. Discovering Fiber Optics Exploring fiber-optic fundamentals,

understanding light sources and examining optical detectors

2. Introducing Fiber-Optic Networks Exploring the basic HFC architecture, identifying applications and services and citing transmission standards

3. Investigating Optical Fibers and Their Properties Identifying optical fiber types, evaluating fiber performance, examining fiber tolerances and handling fiber safely

4. Investigating Fiber-Optic Components and Connections Examining fiber-optic cable, optical connectors, cable management panels and ancillary devices and examining optical splitters

5. Preparing Optical Fibers for Connection and Termination Preparing to join optical splitters, working with splice closures, examining various splicing techniques and installing facility terminations

6. Introducing Construction Techniques Identifying the importance of safety, examining construction practices for fiber-optic cables, performing aerial installations, underground installations and bringing fiber to the premises

7. Defining Fiber-Optic Transmission

Systems and Topologies Examining optical modulation techniques, multiplexing and demultiplexing optical signals and describing fiber-optic topologies

8. Transmitting and Receiving Optical Signals Examining analog optical transmitters, digital optical transmitters, transmitting optical signals, examining optical receivers and using amplifiers, repeaters and regenerators

9. Understanding Fiber-Optic System Design Reviewing outside plant variables, transmission system variables, reviewing system loss budgets, discussing dense wavelength division multiplexing and exploring system upgrades

10. Powering Fiber-Optic Nodes Powering optical networks, examining outside plant power distribution and node equipment

Fiber Testing and MaintenanceOVERVIEW

Testing and Maintenance for Fiber Technicians provides an understanding of post-activation fiber-optic theory and application. The course concentrates on the test equipment and procedures necessary to perform testing and maintenance for new fiber-optic links, troubleshooting service outages and restoring fiber-optic links to their original performance specifications. It also describes the process of fiber-optic restoration planning and implementation of preventive maintenance regimens in an HFC network.


4 This course contains a DVD.



» understand the importance of recording and maintaining fiber-optic link performance documentation

» have the knowledge to operate and use fiber-optic test equipment» be able to correctly set up and use the OTDR for initial testing, turn-up and

restoration purposes» have the ability to read and understand fiber-optic event signatures» be familiar with basic restoration procedures » earn two hours of college credit» use this course to help prepare for SCTE’s Broadband Transportation Specialist

and Broadband Communications Technician Engineer Category III certifications» earn an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Technical personnel involved in installing and maintaining the fiber-optic portion of HFC networks, including:

» fiber-optic technicians» service technicians» network technicians


explain the reasons for and benefits of a maintenance plan1. understand the importance of detailed fiber-optic configuration and 2. performance documentation describe various fiber-optic test equipment and their applications3. list the test parameters that must be entered into the OTDR setup table prior 4. to making any test



» Advanced Technician» Service Technician» System Technician» Return Path Operations» Effective Supervision






» Online testing



DVD

FiberTestMain0408

explain the process of fault location using the OTDR5. discuss the causes of reflective and nonreflective events viewed on the OTDR6. compare and analyze test results against system documentation7. explain how to troubleshoot a service outage in both the inside and outside plant environment8. outline both emergency and permanent optical system restoration procedures9. describe the importance and application of status monitoring in a fiber network10. establish and implement preventive maintenance regimens11.

COURSE OUTLINE




1. Maintaining Optical Networks Knowing your system, preparing for what can go

wrong, understanding the troubleshooting process and documenting adds, moves and changes

2. Introducing Optical Test Equipment Examining optical power meters, light sources,

optical fiber identifiers, optical fiber talk sets and optical loss test sets

3. Presenting OTDR Basics Introducing OTDRs, describing OTDR types,

examining OTDR features and discussing OTDR specifications

4. Performing OTDR Measurements Performing preliminary procedures, recognizing

OTDR signatures, programming the OTDR, understanding OTDR tests, conducting OTDR tests and making span measurements

5. Conducting Acceptance Testing of a Broadband Optical Link

Testing optical power and reflectivity, performing optical transmitter and receiver tests, examining scalable optical nodes and using documentation

6. Troubleshooting the Fiber Outage Understanding key elements of effective

troubleshooting and outlining the troubleshooting process

7. Planning Fiber-Optics Restorations Explaining key elements of an effective

restoration plan, understanding and identifying causes of failures and planning efficiently and effectively

8. Restoring Service in Optical Networks Assembling necessary resources, outlining

restoration safety concerns, adjusting to the restoration scenario and preparing for the next restoration

9. Preventing Optical Failures Inspecting the plant visually, using status

monitoring tools, testing optical transport and identifying RF effects on optical performance

Advanced TechnicianOVERVIEW

This course teaches a broadband technician how to set up, operate and maintain the headend and apply communication electronics. Beginning with an important lesson on advanced communication competition, the course’s communication electronics theory provides a foundation for understanding broadcast TV, digital TV, microwave, satellite and data communication systems. Essentials for headend equipment setup and maintenance, video baseband and RF FCC proof-of-performance tests and NCTA Recommended Practices are also taught, providing the key technical knowledge needed to operate and maintain sophisticated broadband cable system headends.




» understand how headend systems work together to seamlessly provide entertainment and information services

» possess the requisite communication electronics knowledge to maintain and operate headends

» correctly apply governmental regulations and industry recommended practices to headend setup and maintenance

» understand the competitive forces and technologies that impact advanced communication» earn four hours of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation» use this course to prepare for SCTE’s Broadband Transportation Specialist,

Broadband Telecom Center Specialist (BTCS) certifications and BTCS Video endorsement

» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN, RCDD/OSP, Residential Installer, Installer Level 2 and Technician

Ideal for:Broadband technicians including:» system technicians» hub technicians» headend technicians» access bandwidth technicians


understand and apply communication electronics theory1. understand and apply RF communication transmission and reception fundamentals2.



» Understanding Voice and Data Networks» Effective Supervision» Introduction to Business» Introduction to

Networking Series

» Principles of Management






» Online testing



AdvTechnician0408

understand and apply theory of operation, connect and set up signal processing equipment and combine RF 3. output signalsunderstand various types of telecommunication transmission systems and their associated applications4. understand the NTSC transmission format5. understand and apply FCC Technical Standards measurement requirements and NCTA Recommended Practices6. understand and perform FCC tests for system proof-of-performance using an automated spectrum analyzer and 7. automated video baseband testing equipment



1. Understanding Competitive Services Summarizing the competitive background, examining communications competition today and discovering future competitive services

2. Understanding TV Electronics Signal origination, signal transmission and signal reception

3. Understanding Signal Processors Understanding TV signal processors and understanding the FM stereo processor

4. Modulating and Demodulating Analog TV Signals Overviewing the modulation/demodulation system, understanding amplitude modulation (AM) theory, understanding the modulator and understanding the demodulator

5. Transmission Lines and Techniques Examining types of transmission lines, understanding characteristic impedance, exploring resonance and examining transmission line losses

6. Radio Wave Propagation Examining radio wave characteristics, examining propagation characteristics, exploring atmospheric conditions and extending the communication range

7. Examining Antenna Principles Examining antenna fundamentals, examining special characteristics of antennas and improving receive antenna signal-to-noise ratio

8. Investigating Antenna Types Examining types of transmitting antennas, exploring antenna arrays, exploring other types of antennas and examining receiving antennas

9. Microwave Communications and Waveguides Introducing microwave fundamentals, exploring microwave radio, examining microwave resonators and introducing waveguides

10. Examining Microwave Communication and Components Examining microwave electron tubes, examining traveling wave tubes, examining microwave semiconductors and exploring reflection amplifiers

11. Satellite Communications Introducing basic concepts, examining satellite technologies and capacity and investigating system properties

12. Data Communications Explaining the evolution of data networks, understanding the open systems interconnection model, examining character codes, identifying data coding methods, reviewing data compression and understanding error detection and correction

13. Analyzing Analog TV Signals Types and functions of synchronizing pulses, composite color video signal characteristics, sync pulse encoding, composite color sync generation, color TV systems, TV test signals and signal separation

14. Signal Combining Passive signal combining networks, active signal combining and headend signal combining

15. Performing FCC 24-Hour Tests with Automated Spectrum Analyzers Reviewing FCC requirements and NCTA recommendations, considering preliminary setup procedures, selecting the test time and reviewing printed test data results

16. Measuring Distortion with Automated Spectrum Analyzers Performing Tektronix 2715 and Hewlett-Packard 8591C distortion measurement procedures

17. Video Baseband Measurements Video signals, video test equipment and required FCC tests

18. Video Baseband Testing NCTA Recommended Test Equipment Connections, NCTA Recommended Headend Connections, Tektronix 1780R Testing Procedures, Tektronix VM 700 Testing Procedures and Hewlett-Packard 8591C Test Procedures

COURSE OUTLINE


Digital Technician OVERVIEW

The Digital Technician course takes the student beyond digital theory by providing instruction that applies to the real world, everyday life of a field technician. The student will learn to unravel the seemingly mysterious situations encountered with video, Internet and telephone services in a digital cable network. The student will be exposed to the complexities of digital interoperability standards through a discussion of digital standards and the organizations from around the world that create them. Modern digital techniques for overcoming bandwidth limitations along with all digital modulation schemes and detailed MPEG compression processes are analyzed. The student will learn how to properly make and interpret the results of digital carrier amplitude and all digital carrier distortion measurements performed in the field. Relating digital technologies to the products and services offered to customers by a cable operator and how to troubleshoot them is the ultimate goal for the student at the conclusion of this course.

Delivery Options:2 All learning is delivered via traditional, paper-based distance learning. Lesson and final exams are taken online.

Completion Time:Varies based on the student’s self study pace, however, the maximum time allowed is six months from enrollment.

BENEFITSStudents will:

» complete a comprehensive course that helps installers to understand both the present and future of digital technology

» study real world applications pertaining to state-of-the art techniques in cable network operations

» have the ability to expand knowledge and skill set into new arenas while advancing their career

» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:» service technicians» system technicians» headend techs» managers and supervisors looking to keep skills current


1. explain the purpose and process for each of the primary data compression techniquesdefine the process of pulse code modulation as it relates to digital television2. understand how the different local, domestic and international levels of 3. standards organizations work togetherexplain the difference between the I and the Q carriers4.



» Understanding Voice and Data Communications

» Introduction to Networking

» Advanced Technician





» Online testing



DigiTech0309

explain vectors and bipolar coordinate graphs and their function5. explain the relationship between symbol rate, bit rate and bandwidth in QAM modulation6. describe an 8-VSB signal and understand the differences involved in measuring the quality of an 8-VSB signal 7.

versus a QAM signal know the raw and nominal data rates for the typical digital modulation schemes used in the cable industry8. define the roles of grooming, statistical multiplexing and rate shaping in digital video processors9.

recognize how the resolution bandwidth setting influences digital amplitude measurements10. describe the difference between peak and average power in a QAM carrier11.

COURSE OUTLINE




1. Digital Fundamentals Looking at digital history, decimal and binary

numbering systems, examining character codes, reviewing data compression, understanding logic gates, integrated circuits and exploring pulse code modulation

2. Digital Standards and Government Regulations

Introducing standards organizations, recognizing key digital standards, identifying ATSC standards and governing digital video

3. Digital Modulation Techniques Explaining a continuous wave carrier, types of

modulation, BPSK and QPSK, utilizing QAM 16/64/256 and 8-VSB/16-VSB

4. Digital Bandwidth Management Allocating the RF spectrum, expanding the

operational spectrum, improving spectrum efficiency and controlling source content

5. Digital Carrier Amplitude Measurements Characterizing digital signals, analyzing

power bandwidth, full spectrum loading of the downstream and measuring return carrier levels

6. Digital Carrier Quality Measurements Preparing for quadrature amplitude modulation,

examining the digital receiver and analyzing the QAM carrier

7. Understanding MPEG Theory and Practice Introducing MPEG, understanding digital video,

describing the MPEG-2 data stream and analyzing MPEG-2 video quality

8. Applying Digital Technologies Examining interactive network models, voice

services and video services

9. Troubleshooting Digital Services Characterizing digital services in the broadband

cable network, digital troubleshooting procedures, understanding the effect of the signal levels and troubleshooting cable modem service

Broadband HFC Network Testing and Measurements OVERVIEW

This course provides the student with a comprehensive understanding of system testing theory and application. The course concentrates on the use and selection of proper test equipment and application necessary for testing and complying with FCC and NCTA testing requirements and recommendations. It also focuses on equipment utilization for observing and locating network problems. The student is exposed to the proper use, theory of operation, applications and measurement procedures for test equipment used in the network from the customer premises to the headend. The materials provided are also appropriate as a reference tool for those who need to understand more about testing procedures and terminology.




» be capable of providing upstream troubleshooting» correctly perform proof-of-performance testing» utilize NCTA recommended procedures» understand FCC requirements and testing » correctly monitor system performance and perform necessary preventive and

demand maintenance» have a solid knowledge of OTDR basics, measurements and optical test equipment» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Personnel who install and perform demand and preventive maintenance on coaxial plant or work on the fiber-optic portion of the modern HFC network, including:

» service technicians» network technicians» fiber-optic technicians» headend technicians

COURSE OBJECTIVESUpon completing this course students will be able to: 1. perform broadband cable AC/DC voltage and resistance measurements using a DMM 2. use an SLM to troubleshoot a drop installation 3. measure video and audio carrier levels and hum modulation per FCC Technical Standards

and NCTA Recommended Practices 4. list and describe system reports generated by cable signal leakage analysis software programs 5. use a TDR to locate coaxial cable impedence mismatches and to confirm and identify unau-

thorized drop cable connections 6. comply with FCC Technical Standards and NCTA Recommended Practices for audio carrier

center frequency separation and video carrier level measurements




» Exploring Wireless Technologies






» Online testing



BrdHFCNet0608

7. video measurement sets and measure chrominance to luminance gain and phase, differential gain and differential phase distortions 8. measure visual signal-to-coherent beats, test terminal isolation, and measure hum in compliance with FCC Technical Standards

and NCTA Recommended Practices 9. discuss the advantages and disadvantages of single carrier, multicarrier and return sweep testing10. connect and use a spectrum analyzer to perform tests on the RF spectrum, including C/N, CTB, CSO, etc.11. load the Cable TV Measurements and Systems Monitor Personality into spectrum analyzer and configure a test plan12. perform tests using an optical power meter for measuring transmit and receive power13. use an OTDR to confirm the performance of an optical link14. set up the forward RF output level at an optical node

COURSE OUTLINE




1. Operating Digital Multimeters Defining Types of DMMs, Controls, Components and Specifications, measuring Voltage, Resistance and Current and Caring for and Maintaining DMMs

2. Measuring Signal Levels Understanding broadband signals, identifying SLM features and components, maintaining SLMs and performing measurements

3. Using Digital Signal Analyzers Describing Digital Measurements, using Digital Signal Analyzers to Measure Digitally Modulated Carriers and using Cable Modem System Analyzers

4. Detecting Signal Leakage Reviewing signal leakage basics, selecting and operating signal leakage detection equipment and eliminating signal leakage

5. Measuring Signal Leakage Reviewing Signal Leakage, examining Signal Leakage Measurement Equipment, identifying Specific Signal Leakage Measurement Considerations and preventing and Repairing Signal Leakage

6. Analyzing Signal Leakage Understanding equipment requirements, calculating CLI, producing system signal leakage reports, generating signal leakage maps and implementing signal leakage maintenance programs

7. Time Domain Reflectometer Fundamentals Types, features, specifications, theory of operation and applications

8. Operating Time Domain Reflectometers Considering TDR preliminaries, noting TDR measurement precautions, learning TDR measurement procedures and pinpointing fault site

9. Performing System Measurements Examining FCC testing requirements and assessing testing procedures

10. Analog Video Baseband Measurements Video signals, video test equipment and required FCC tests

11. Video Baseband Testing NCTA Recommended Test Equipment Connections, NCTA Recommended Headend Connections, Tektronix 1780R Testing Procedures, Tektronix VM 700 Testing Procedures and Hewlett-Packard 8591C Test Procedures

12. System Sweeping and Testing Sweep systems, sweep setup and operating procedures and spectrum analyzer measurements

13. Maintaining Return Path Signals Explaining the theory of reverse levels, setting levels in the return path and balancing the return path


15. Automated Spectrum Analyzers Examining concepts of spectrum analysis, identifying components and functions, setting up equipment, performing automated system measurements and testing RF and fiber xlink parameters

16. Performing FCC 24-Hour Tests with Automated Spectrum Analyzers Reviewing FCC requirements and NCTA recommendations, considering preliminary setup procedures, selecting the test time and reviewing printed test data results

17. Manual Spectrum Analyzer Distortion Measurements FCC requirements, NCTA Recommended Practices and testing for channel distortions using manual procedures

18. Measuring Distortion with Automated Spectrum Analyzers Performing Tektronix 2715 and Hewlett-Packard 8591C distortion measurement procedures

19. Introducing Optical Test Equipment Examining Optical Power Meters, examining Light Sources, examining Optical Fiber Identifiers, examining Optical Fiber Talk Sets and examining Optical Loss Test Sets

20. Presenting OTDR Basics Overview, types, features and specifications

21. Performing OTDR Measurements Performing Preliminary Procedures, recognizing OTDR Signatures, programming the OTDR, understanding OTDR Tests, conducting OTDR Tests and making Span Measurements

22. Conducting Acceptance Testing of a Broadband Optical Link Testing optical power and reflectivity, performing optical transmitter and receiver tests, examining scalable optical nodes and using documentation

Understanding Voice and Data Networks OVERVIEW

Understanding Voice and Data Networks is intended as an introduction to the communications technologies used in transporting voice and data. It provides a broad base of knowledge into communication networks but doesn’t require prior technical background or experience in the field. The goal of the course is to provide a comprehensive understanding of communications technologies and their implications on business. Understanding Voice and Data Networks combines computer, electrical engineering and business aspects of communication by providing a thorough, up-to-date presentation of the latest technologies being deployed. The material also is appropriate as a reference tool for those who need to understand more about broadband voice and data communication concepts and technologies.




» understand voice and data concepts and applications and how they integrate with broadband business

» understand the technologies specific to voice and data transportation» have a reference tool on voice and data business functions and technologies» earn three hours of college credit» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN,

RCDD/OSP, Residential Installer and Installer Level 2/Technician» use this course to help prepare for SCTE’s Broadband Premises Specialist,

Broadband Telecom Center Specialist Data and Voice endorsements and Broadband Communications Technical Engineer Category VI certifications


Ideal for:Personnel with little or no prior technical or field experience seeking a broad base of communications network knowledge, or:

» network technicians» headend technicians» access bandwidth technicians» system technicians


outline the history of telecommunications technologies1. describe the responsibilities of IXCs and LECs 2.



» Broadband HFC Network Testing and Measurements

» Introduction to Networking: Local Area Networks






» Online testing



UndVcDatNet0508

identify the role of national and international organizations in establishing and implementing 3. telecommunications standards explain the relationship between bandwidth and information transfer4. explain and compare modulation and multiplexing5. categorize the different types of copper cables, list their characteristics and describe the applications of each6. identify and explain the various fiber-optic system components and describe their application in the network.7. describe the function of the major components of Signaling System 7 and outline the process for making a call 8. through the network identify the components of a modern switching system and explain how GoS and estimated traffic are used in 9. system designlist the cellular network components and explain the cellular network access process10. explain the purpose of the OSI reference model protocol layers11. describe how a network device accesses a network using LAN access methods12. list and discuss the purposes of the devices that perform Internetworking functions13. discuss the transmission of a message by various packet-switching technologies14. explain the process of VOIP Internetworking 15.

COURSE OUTLINE




1. Overview of Telecommunications Exploring the history of telecommunications and classifying telecommunications and data networks

2. Telecommunication Standards and Electronics Identifying telecommunications standards, understanding electronic communications and outlining communication system parameters

3. Electronic Communications Examining modulation and understanding multiplexing

4. The Copper Transmission Media Listing copper cables, understanding attenuation in copper cables and cabling architectures

5. The Fiber-Optic Transmission Media Introducing fiber-optic fundamentals, exploring fiber-optic topologies, examining fiber-optic implementation and introducing future issues in fiber


7. Intelligent Networks Examining interoffice trunk signaling, listing intelligent network services and exploring business telephone systems

8. Wireless Communications Exploring the cellular mobile telephone system, comparing analog and digital access, identifying wireless applications and products and examining satellite communications

9. Data Communications Explaining the evolution of data networks, understanding the open systems inter-connection model, examining character codes, identifying data coding methods, reviewing data compression and understanding error detection and correction

10. Network Communications Reviewing data link protocols, explaining the OSI model implemented in LANs, listing LAN access methods, comprehending LAN technologies and examining Internetworking

11. Wide Area Network and Broadband Access Technologies Understanding packet-switching networks, examining integrated services digital network, reviewing synchronous optical networks, introducing asynchronous transfer mode, defining packet over SONET and looking at residential or small business access technologies

12. Internet and Converged Networks Exploring the TCP/IP (Transmission Control Protocol/Internet Protocol) model, explaining IP addressing, examining virtual private networks, understanding converged networks and describing Voice over IP

Exploring Wireless TechnologiesOVERVIEW

The wireless industry is growing at an exponential rate to keep pace with rapidly increasing demand for “information at our fingertips.” Broadband service providers increasingly are adding a wireless offering to their product portfolio.

This course provides a comprehensive introduction to the underlying theory, design techniques and core principles of wireless system operation. The student will be introduced to the underlying fundamentals of communication systems and circuits, modulation, transmission line theory, antennas and satellite communications.

Jones/NCTI™ recommends that the student taking this course should have an understanding of electricity and electronics or have completed the Installer, Installer Technician and Service Technician courses of the Jones/NCTI technical career path. The student also should be familiar with computer networks, or have completed the Jones/NCTI course, Introduction to Networking: Local Area networks.




» understand fading and multipath problems» describe the effect of weather on microwave signals» understand different modes of wireless access» discuss the application of wireless LAN technologies » use this course to help prepare for higher-level wireless courses» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Personnel who need to learn about new wireless technologies; wireless cable extensions, the wireless quad play or wireless networking, including:

» installers (note prerequisites) » broadband technicians» advanced services installers» technical management


efficiently explain the process of modulation and demodulation1. explain the role modulation plays in sending and receiving a message2. describe the method of generating an AM signal3.



» System Technician» Return Path Operations» Understanding Voice

and Data Networks» Introduction to

Networking: Peer-to-Peer Networks

» Internetworking with TCP/IP

» Introduction to Networking: Wide Area Networks






» Online testing



ExWirelessTech0608

identify and explain the stages of a typical receiver and their functions4. describe an automatic gain control circuit5. determine the required bandwidth for an FM signal6. find the radio wave horizon distance when given antenna height7. understand the cause for fading and multipath reception8. describe the concept of reciprocity in antenna theory9. describe antenna radiation patterns10. identify a dipole antenna and its transmission line interface11. explain how antennas achieve gain and directionality12. describe the effects of weather on microwave signals13. name the modes of wireless access14. list and discuss the characteristics and application of wireless LAN technologies15.

COURSE OUTLINE




1. Communications Systems Reviewing the history of communications, exploring the meaning of communication, examining noise as a limiting factor, exploring bandwidth and channel allocations and examining communications systems considerations

2. Communications Circuits Examining filters, tuned circuits and resonance, exploring oscillators and examining amplifiers

3. Amplitude Modulation Examining the AM signal, AM transmitters and receivers, exploring single-sideband transmission and examining single-sideband receivers

4. Frequency Modulation Examining frequency modulation, FM signal generation, exploring phase modulation, examining FM receivers and understanding phase-locked loops

5. Transmission Lines and Techniques Examining types of transmission lines, understanding characteristic impedance, exploring resonance and examining transmission line losses

6. Radio Wave Propagation Examining radio wave characteristics, propagation characteristics, exploring atmospheric conditions and communications and extending the communications range

7. Examining Antenna Principles Examining antenna fundamentals, special characteristics of antennas and improving receive antenna signal-to-noise ratio

8. Investigating Antenna Types Examining types of transmitting antennas, exploring antenna arrays, exploring other types of antennas and examining receiving antennas

9. Microwave Communications and Waveguides Introducing microwave fundamentals, exploring microwave radio, examining microwave resonators and introducing waveguides

10. Examining Microwave Communications and Components Examining microwave electron tubes, traveling wave tubes, microwave semiconductors and exploring reflection amplifiers

11. Satellite Communications Introducing basic concepts, examining satellite technologies and capacity and investigating system properties

12. Wireless Communications Exploring the cellular mobile telephone system, comparing analog and digital access and identifying wireless applications and products

Introduction to Networking: Home and Peer-to-Peer NetworksOVERVIEWIntroduction to Networking demonstrates how to build and operate a small computer network, such as a home network. The course teaches the fundamentals of networking and data communication and outlines how the all-digital network transports voice, video and data. It also identifies and explains the hardware, software, protocols and signals that are essential to understanding how networks operate. Students learn how signals travel across different types of physical network structures and how those signals carry useful data from one device to another. Networking terminology and acronyms are defined and explained. The course also demonstrates how the same key principles and components form the foundation of all networks, from the smallest peer-to-peer systems to the worldwide Internet. Introduction to Networking is designed for those who have a basic understanding of personal computers and their applications.

Delivery Options:3 Learning is a combination of online and textbook activities.

Completion Time:

Varies based on the student’s self-study pace, however, the maximum time allowed is six months from enrollment.


» understand how to set up and administer a simple home or office network» identify common problems that can stop communication in a network» demonstrate the use of common types of networking hardware and software» relate how the all-digital network delivers voice, video and data services» explain to a customer how the Internet works» earn a $15 voucher toward SCTE membership and certification enrollment fees» earn three hours of college credit» use this course to help prepare for SCTE’s Broadband Telecom Center Specialist

Data Endorsement

Ideal for:Technical personnel supporting Internet-based services, including:

» broadband technicians » network technicians» headend technicians» access bandwidth technicians» system technicians




» Computers and Broadband Modems







» Online testing



IntroNetHPP0508


identify the different types of networking hardware and software1. describe the various physical and logical topologies used and discuss their implementation2. discuss industry networking standards and enforcement3. explain how network signals are transmitted over wired and wireless systems4. describe what protocols are and why they are necessary5. describe the different types of addresses that computers use to send and receive information6. explain the OSI Model, and describe how information flows between two communicating computers7. describe the technologies used in local area networks (LANs) and wide area networks (WANs)8. identify the common types of networking devices and explain the purpose of each9. explain how the Internet works in simple terms10. understand how to build and operate a small peer-to-peer network11. describe remote connectivity12.

COURSE OUTLINE



1. Computers and Software in Networks Devices on networks, internal computer components: CPU, I/O, memory and NICs, software and popular operating systems

2. Carrier Signals, Cable Types and Network Topologies Communication and signals, network topologies and overview of a structured wiring system

3. Computer Protocols and Services Protocols, layers of protocols and services and communicating across a network

4. The OSI Model Introduction to the OSI model, the physical layer, the data link layer, the network layer, the transport layer, the session layer, the presentation layer and the application layer

5. LANs LAN data link protocols, Ethernet, token ring and FDDI, wireless LANs, LAN software architectures and information flow between client and server

6. Network Components Repeaters and hubs, bridges, switches, routers and gateways

7. WANs Point-to-point WAN services and switched WAN services

8. Integrating the Course Elements Building a small, peer-to-peer network and expanding the small network

Introduction to Networking:Wide Area NetworksOVERVIEW

Introduction to Networking: Wide Area Networks describes the concepts, technologies and functions of wide area networks (WANs) and how they help support broadband-related services such as Voice over Internet Protocol (VoIP). The course begins by explaining how WANs can be used to support voice and data services in commercial businesses through private branch exchange (PBX). It then discusses how WAN technology transports information across a network, focusing on cable modems, switched circuits, leased lines, Asymmetric Digital Subscriber Line (ADSL) and T-carriers. Also covered: the function of various WAN protocols, including High-Level Data Link Control (HDLC), Serial Line Internet Protocol (SLIP) and Integrated Services Digital Network (ISDN).

The course includes information on converged technologies and their supporting services, including VoIP, Asynchronous Transfer Mode (ATM) and frame relay. VoIP networks are explained and the market factors motivating enterprises to use this service are also explored. The course concludes with an explanation of private/public-switched telephone networks (PSTN), virtual private networks (VPNs) and PSTN remote access services.




» identify the physical and logical technologies used for WAN communications» configure WANs to support network-based services such as VoIP» combine WAN and LAN technologies to build an end-to-end enterprise

networking solution» identify layered WAN protocols to support networking applications, including

remote access, VPNs and voice over technologies such as VoIP» earn three hours of college credit» understand how WANs relate to delivering voice and data services to

commercial enterprises













» Online testing



IntroNetWAN0508


describe the development and operation of today’s telecommunication infrastructure1. identify the physical and logical technologies used for WAN communications2. explain the operation of physical layer technologies, such as switched circuits, leased lines, T-carrier and 3. Synchronous Network (SONET)explain the operation of Data Link Layer technologies such as High-Level Data Link Control (HDLC), Serial Line 4. Internet Protocol (SLIP) and Point-to-point Protocol (PPP)explain the operation of higher layer protocols including Integrated Services Digital Network (ISDN), Frame 5. Relay and Asynchronous Transfer Mode (ATM)differentiate between packet switching, frame switching, frame relay and cell relay6. understand the basic characteristics of 802.16 wireless technology7.

COURSE OUTLINE



1. Fundamentals of WANs Classification of networks, telecommunication, voice networks, voice network technology, PBX fundamentals, PBX features and functions, computer data and the voice network, digitizing the voice, integration of services and elements of the telecommunications business

2. WAN Concepts and Components Physical and logical circuits, connecting to WAN circuits, analog networks, analog modems, modem compatibility, digital networks, microwave communications, satellite communications and end-to-end connectivity

3. Physical Layer WAN Protocols Summary of data rates, dial-up and leased lines, SW56, VSAT, T-carriers and E-carriers, ADSL, cable modems and SONET

4. Data Link Layer WAN Protocols A layer above, HDLC, SLIP, PPP and end-to-end connectivity

5. Higher-Layer WAN Protocols ISDN concepts, protocols, implementation and frame relay concepts, protocols, implementation and X.25

6. WAN Solutions ATM concepts, implementation, devices, sample network, SMDS and IEEE 802.16: the wireless last mile

7. Convergence of Communications Over WAN Technologies Voice over alternative technologies, fundamental VoIP network components, factors driving the demand for packet telephony, private VPNs and PSTN remote access

Introduction to Networking: Local Area NetworksOVERVIEWIntroduction to Networking: Local Area Networks explains the concepts, technologies and components used to build and maintain local area networks (LANs). Students completing this course will have a solid understanding of the fundamentals needed to build and maintain LANs. They will also be well prepared to operate the all-digital Internet Protocol (IP) networks being deployed by cable operators.

Students will learn about popular LAN protocols and concepts, including Ethernet, Token Ring and asynchronous transfer mode (ATM). This course also introduces the network operating systems most widely used in local area networks: Novell NetWare, Windows and Linux. Additionally, the course covers the principles of network design and the roles of hubs, switches and routers to optimize network traffic. Lessons also include information on the elements of wireless LAN technologies, Ethernet Data Link protocols, 10 Gigabit Ethernet, Virtual LANs (VLANs) and Layer 3 switching.




» understand how to build a small peer-to-peer network» correctly use the tools necessary to analyze and troubleshoot computer networks» identify and explain the purpose of the common types of networking devices» have a basic understanding of how the Internet works» earn three hours of college credit» describe what Internet protocols are and their roles in establishing local

area networks




explain the characteristics of the three types of physical media used in LANs 1. (copper, fiber and wireless)compare and contrast the operation of Ethernet, Token Ring, ATM and 2. wireless networks












» Online testing



IntroNetLAN 0508

identify the different types of Ethernet networks and explain their relationship to each other3. explain the basic approaches of traffic isolation and broadcast containment in Ethernet LANs, including Quality 4. of Service (QoS)identify the LAN architecture that best meets a user’s requirements5. identify the primary advantages of the client/server networking model6. describe the key features and characteristics of Windows, Novell NetWare and Linux7.

COURSE OUTLINE



1. Review of LAN Fundamentals Network classifications and topologies, programs, the OSI model and processes, protocols and layers

2. Connecting Computers NICs, review of cable properties, WLANS, media selection and installation, and UTP patch cables and connectors

3. Ethernet LANs Review of Ethernet, Ethernet frame format, fast Ethernet, gigabit Ethernet, 10 gigabit Ethernet, switched Ethernet configurations, VLANs and Layer 3 switches

4. ATM LANs Introduction to ATM, ATM standards, interfaces and virtual circuits, ATM architecture, LAN emulation, ATM devices and ATM deployment

5. LAN Networking Software Review of client/server and NOS fundamentals, RPCs, file servers, print servers, web servers, other common servers and backup and disaster prevention

6. The Novell Platform NetWare 6.x Overview, NetWare 6.x Server and Novell eDirectory

7. Network OS Software – The 32-Bit Windows Family The 32-Bit Windows OS Architecture

8. Linux Linux Architecture and Linux features

9. Analysis of LANs Overview of the network development process, working with binary and hexadecimal numbers, and LAN analysis and testing tools


Introduction to Networking: WirelessOVERVIEW

This study of wireless networking technology combines radio frequency (RF) and local area networking (LAN) fundamentals. It begins with a study of the basic concepts and building blocks of the convergence between RF and networking technologies.

The student is introduced to wireless LAN infrastructure devices, antennas, access points, the 802.11 network architecture, wireless technology standards, governing bodies, troubleshooting, RF math, RF behavior, installation and security measures. This course targets both novice and experienced technicians who wish to gain a solid understanding of wireless networking to complement their knowledge of traditional wired networking.

Jones/NCTI™ recommends that the student taking this course should have an understanding of electricity and electronics or have completed the Installer, Installer Technician and Service Technician courses of Jones/NCTI’s technical career path. The student also should be familiar with computer networks, or have completed the Jones/NCTI course Introduction to Networking: Home and Peer-to-Peer Networks and/or Local Area Networks.




» gain a solid understanding of wireless networking to complement their knowledge of traditional wired networking in both home and business applications

» understand the different modes of wireless access» learn the fundamentals of RF, as well as the features and functions of wireless

LAN components» gain the skills needed to install, configure and troubleshoot wireless LAN

hardware, peripherals and protocols» receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for:Technical personnel supporting Internet-based services, including wireless networks, together with:

» broadband technicians» network technicians» access bandwidth technicians» installer service and system technicians












» Online testing



IntroWireless0508


define and apply the basic concepts of RF technology, including how spread spectrum technologies apply to 1. wireless LANsexplain the fundamental principles and concepts behind installing, configuring and maintaining wireless LANs2. describe the organizations and regulations that govern wireless LANs3. demonstrate the necessary knowledge for complying with regulations that apply to setting up and maintaining a 4. wireless LANinstall, set up and maintain a wireless network using various hardware devices, such as access points, bridges, 5. gateways and antennasanalyze and troubleshoot the problems that can occur with wireless LAN data transmission, including 6. multipath, hidden nodes and interferencesecure the transmission of data over a wireless LAN and identify the different types of attacks that can occur 7. from hackers

COURSE OUTLINE



1. Introduction to Wireless LANs The wireless LAN market and applications

2. RF Fundamentals RF, VSWR, principles of antennas and RF mathematics

3. Spread Spectrum Technology Introducing spread spectrum, FHSS, DSSS, and comparing FHSS and DSSS

4. Wireless LAN Infrastructure Devices Access points, wireless bridges, wireless workgroup bridges, wireless LAN client devices, wireless residential gateways and enterprise wireless gateways

5. Antennas and Accessories RF antennas, PoE devices and wireless LAN accessories

6. Wireless LAN Organizations and Standards

FCC, IEEE, major organizations and competing technologies

7. The 802.11 Network Architecture Locating a wireless LAN, authentication and association, service sets and power management features

8. Physical Layers How wireless LANs communicate, interframe spacing, RTS/CTS and modulation

9. Troubleshooting Wireless LAN Installations Multipath, hidden node, near/far, system throughput, types of interference and range considerations

10. Wireless LAN Security WEP, attacks on wireless LANs, emerging security solutions, corporate security policy and security recommendations

Internetworking with TCP/IPOVERVIEW

Cable operators are converting their technology from traditional RF, FDM systems to Internet Protocol (IP) transportation to enable a greater number and variety of services. Technicians called upon to support this conversion will be required to understand how IP and related protocols work together to enable video, data and voice services in the new IP-based networks.

The Internetworking with TCP/IP course introduces networking protocols, including transmission control protocol (TCP), HTTP, TFTP and FTP and outlines how to test and troubleshoot Internetworked communications systems. It also instructs how to recognize, describe and implement TCP/IP application services so the student is capable of providing support for voice, video and data-related services in digital networks.




» understand how to install, test and troubleshoot IP-based communication systems» effectively design and implement systems to support email, remote terminal

access, networks, web access and other TCP/IP services» successfully support voice, video and data services in IP networks» receive an industry-recognized Jones/NCTI™ certificate of graduation» earn a $15 voucher toward SCTE membership and certification enrollment fees» earn three hours of college credit» use this course to help prepare for SCTE’s Broadband Telecom Center Specialist

Data endorsement




recognize TCP/IP layers, components and functions and map them to the 1. Open System Interconnection (OSI) model










» Online testing



INetTCPIP0508

describe and implement TCP/IP application services that support email, remote terminal access, network 2. management, web access and file transport across routed networks explain TCP/IP protocols used to transport data over intranets, extranets and the Internet3. identify and use Internet navigation and search tools, such as web browsers and hypertext transfer protocol 4. (HTTP), as well as file transfer services, such as file transfer protocol (FTP) and trivial file transfer protocol (TFTP) design and implement subnetworks5. choose a routing protocol based on network size and service requirements, including quality of service/type of 6. service (QoS/ToS) routing, variable-length subnet mask (VLSM) and link redundancy describe TCP/IP support services, including domain name service (DNS) and dynamic host configuration 7. protocol (DHCP) use TCP/IP tools to troubleshoot and isolate Internetwork communication failures8. explain how TCP/IP supports converged voice and data networks9.

COURSE OUTLINE




1. TCP/IP Structure Addressing Open system interconnection (OSI) model review, Internet protocol suite, internet addressing and Internetworking devices

2. Overview of TCP/IP Applications Summary of transmission control protocol/Internet protocol (TCP/IP) applications, web browsers and servers, telnet, file transfer protocol (FTP) and email

3. TCP/IP Addressing and Subnets Number conversion and subnetting fundamentals

4. TCP/IP Protocols IP, address resolution, user datagram protocol (UDP), TCP and connection establishment and moving information across the network

5. TCP/IP Services Domain name nervice (DNS), dynamic host configuration protocol (DHCP) and network address translation (NAT)

6. Routing TCP/IP IP Routing

7. Troubleshooting a TCP/IP Network Troubleshooting principles, winipcfg, packet Internet groper (Ping) and tracert


Customer Managementand Support Courses

Custom

er Managem

entand Support C

ourses

Excellence in Customer ServiceOVERVIEW

Excellence in Customer Service discusses broadband-specific topics such as account maintenance, effective communication techniques, stress management, sales processes and service level differentiation. The course also explores the history of cable TV, technology and regulatory bodies. Graduates of Excellence in Customer Service will be uniquely qualified within the cable industry to provide the highest levels of broadband-specific customer service.




» understand fundamental broadband troubleshooting practices» increase customer satisfaction levels and retention rates» increase customer awareness of revenue-generating services» better determine when a customer call requires a dispatch» more accurately handle customer account information and billing» utilize stress management techniques» earn three hours of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:All nontechnical personnel interfacing with the customer, including:» customer service representatives» service supervisors and managers

COURSE OBJECTIVESUpon completion students will be able to:

explain how cable TV evolved from rural master antenna systems to 1. high-tech broadband networks of todaydiscuss the roles of regulatory bodies including the FCC, local franchising 2. authorities and other local, state and federal agencies as they pertain to cable TV systemsdescribe the difference between various video services provided in a 3. cable systembriefly tell how video, data and voice signals are transported between the 4. cable system headend and individual customerstell how customer accounts are managed to maintain accurate customer 5. information, including billing, services, address information and morepractice effective communication skills, including listening, asking 6. questions, overcoming objections, identifying good telephone answering techniques and more



» Cable Network Overview

» Delivering Cable Services

» Basic Broadband Troubleshooting






» Online testing



ExcellCustServ0408

follow proper sales process to complete a sale7. handle a cancellation request in a manner that will promote retention of the customer8. manage stress by using effective coping skills, heeding emotional overload warning signs and practicing 9. various relaxation techniques. briefly describe a process for conducting simple technical troubleshooting to resolve a customer problem or 10. provide valuable information for a technician to respond to a service call

COURSE OUTLINE




1. Exploring the History of Broadband Cable Understanding original signal reception quality, exploring improved signal reception quality, examining system operation development, considering service expansion, delivering “over-the-air” programming, delivering microwave programming, delivering satellite programming, learning about local government regulations, discussing state government regulations, looking at federal government regulations and discussing the Federal Communications Commission

2. Presenting Cable Video Services Reviewing basic cable service, understanding expanded basic service, defining premium cable service, understanding digital video cable service and listing cable video services

3. Understanding How a Broadband Cable System Works Identifying signal sources, exploring the headend, distributing broadband signals, organizing the workforce and interacting for success, defining external and internal customers and understanding customer service processes

4. Managing Customer Accounts and Data Adjusting accounts, understanding damaged or lost equipment policies, dealing with NSF check returns, providing refunds, explaining the customer’s bill, understanding the billing process, collecting on delinquent accounts, understanding payment responsibilities, batching and posting payments, collecting cash payments, discussing cash drawer reconciliation, entering data, entering orders and looking at company reports

5. Communicating Effectively Visualizing the communication model, overcoming obstacles, using strategic communication techniques, hearing vs. listening, understanding listening obstacles, listening effectively, using proper voice quality, asking effective questions, avoiding dangerous phrases, exhibiting professional courtesy and answering incoming calls

6. Selling Broadband Services Knowing your service offerings, organizing a sales kit, responding honestly, following the first-person principle, matching services to the customer’s viewing interests and presenting features, benefits and value, greeting the customer, verifying information, identifying the type of call, identifying the customer’s interests, building your presentation, recommending services, maintaining the customer’s commitment, looking for buying signs, closing the sale, identifying the customer’s concerns, addressing the customer’s concerns and completing the sale

7. Understanding the Role of Customer Service Reviewing the CTAM report, looking at NCTA standards, defining quality customer service, serving your customer, understanding the four Cs, learning communication strategies and maintaining a professional image

8. Retaining Customers Using the “stop, look, and listen” technique, understanding basic problem-resolution steps, dealing with an irate customer, handling a service cancellation request, appreciating the customer, seeking feedback and improving service

9. Managing Stress Understanding stress, using effective coping skills, avoiding sabotaging behaviors, improving your resistance to stress, responding positively, relieving stress physically, assessing your stress level, heeding emotional overload warning signs, practicing various relaxation techniques, avoiding destructive style patterns, considering WMSDs, preventing WMSDs and using exercises to reduce the risk of WMSDs

10. Troubleshooting Fundamentals Handling technical problems, defining types of technical problems and understanding what to avoid

Cable Network OverviewPowered by VALT™

OVERVIEW

Cable Network Overview introduces employees to broadband cable systems, providing a general knowledge of broadband equipment, operation, terminology and competitive services. Those taking this course will have a fundamental understanding of how broadband cable’s revenue-driving operations work, without being overburdened by too much information on technology. The text carefully explains and the graphics extensively illustrate how antennas, signal processing equipment, amplifiers and other electronic devices work in the HFC network to process, control and transport signals from the system headend to the customer premises equipment. Broadband cable’s competition is also discussed and compared to broadband cable services.

VALT assesses each learner and creates an individualized learning program to focus on what the learner doesn’t know. Then VALT validates when mastery of this infor-mation is achieved so learners are confident in their knowledge and able to immedi-ately implement what they have learned.




» understand the fundamental, revenue-generating services broadband business is providing for its customers

» more effectively function in a broadband industry environment» more efficiently work with technical personnel» compare and contrast broadband cable to its competition» earn one hour of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN,

RCDD/OSP, Residential Installer and Installer Level 2/Technician

Ideal for:All non-technical personnel interfacing with the customer including:

» entry-level employees» customer service representatives» dispatch staff» sales and marketing staff» administrative personnel




» Excellence in Customer Service







» Online testing

Visit www.jonesncti.com /coursepolicy.htm for important information on computer hardware/software requirements and student-to-student transfer and extension limitations.


CableNetOverVALT0408


1. explain the major functions that occur in a headend 2. describe some of the drop system’s major components and their functions 3. identify active and passive components of the trunk system 4. describe how aerial and underground networks are constructed 5. describe how radio frequency signals are combined 6. identify test equipment used to verify proper system performance of the feeder system 7. describe actions that contribute to making customer service a priority 8. list the most common customer-provided equipment 9. outline the major effects of the Telecommunications Act of 1996

COURSE OUTLINE




2. Understanding the Trunk System Introducing the trunk, identifying trunk system components, constructing the plant and maintaining the trunk

3. Understanding the Feeder System Introducing the feeder, describing feeder components and maintaining the feeder

4. Installing at the Drop Preparing a quality install, performing the aerial drop install and performing the underground drop install


Cable Network OverviewOVERVIEW

Cable Network Overview introduces employees to broadband cable systems, providing a general knowledge of broadband equipment, operation, terminology and competitive services. Those taking this course will have a fundamental understanding of how broadband cable’s revenue-driving operations work, without being overburdened by too much information on technology. The text carefully explains and the graphics extensively illustrate how antennas, signal processing equipment, amplifiers and other electronic devices work in the HFC network to process, control and transport signals from the system headend to the customer premises equipment. Broadband cable’s competition is also discussed and compared to broadband cable services.




» understand the fundamental, revenue-generating services broadband business is providing for its customers

» more effectively function in a broadband industry environment» more efficiently work with technical personnel» compare and contrast broadband cable to its competition» earn one hour of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN,


Ideal for:All non-technical personnel interfacing with the customer including:

» entry-level employees» customer service representatives» dispatch staff» sales and marketing staff» administrative personnel


1. explain the major functions that occur in a headend 2. describe some of the drop system’s major components and their functions 3. identify active and passive components of the trunk system 4. describe how aerial and underground networks are constructed











» Online testing



CableNetOver0408

5. describe how radio frequency signals are combined 6. identify test equipment used to verify proper system performance of the feeder system 7. describe actions that contribute to making customer service a priority 8. list the most common customer-provided equipment 9. outline the major effects of the Telecommunications Act of 1996

COURSE OUTLINE





2. Understanding the Trunk System Introducing the trunk, identifying trunk system components, constructing the plant and maintaining the trunk

3. Understanding the Feeder System Introducing the feeder, describing feeder components and maintaining the feeder

4. Installing at the Drop Preparing a quality install, performing the aerial drop install and performing the underground drop install


Delivering Cable Services OVERVIEW

Delivering Cable Services describes the delivery of video, voice and high-speed Internet services. It begins with an excellent overview of the technology of broadband cable systems, defines the terminology associated with that technology and outlines how broadband systems operate. The course takes the student through each part of the cable system and demonstrates the practices that personnel must follow to perform installations at the customer premises. Also included are lessons on system maintenance, troubleshooting, federal and local regulations and safety procedures and guidelines.




» discuss the processes and technology related to installing, operating and maintaining broadband systems

» assist the customer in understanding how broadband technology will work in the home

» compare and contrast broadband technology to its competitors» understand how federal and local regulations impact broadband technology

deployment» earn three hours of college credit» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN,

RCDD/OSP, Residential Installer, Installer Level 2 and Technician» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:Personnel needing to understand how cable services are delivered to the customer, especially those handling technical issues via the phone; including:

» customer service representatives» new technical support staff» network operations center (NOC) staff» sales staff» marketing employees

COURSE OBJECTIVESUpon completing this course students will understand:

1. how the broadband cable signal travels from the headend to the customer premises 2. how signal modulation and processing are accomplished in the headend 3. how the signal security techniques of addressability and traps work 4. how the Internet protocol handles a phone call in a broadband cable network




» Effective Supervision» Introduction to

Business» Introduction to

Marketing» Principles of

Management






» Online testing



DelivCableServ0408

5. how a cable modem works 6. how lasers and other optoelectronic equipment function 7. procedures that technicians must use when handling fiber optic cable 8. what causes signal outages in the cable system 9. what steps are involved in routing and connecting drop cable in aerial and underground installations10. how the installer connects a cable-ready TV set and VCR11. what methods are involved in performing signal leakage monitoring12. what personal safety practices are necessary for technical and non-technical employees

COURSE OUTLINE




1. Cable Technology Overview Discussing the basics, introducing the electromagnetic spectrum, understanding electronics basics and recognizing the value of training

2. Processing Signals at the Headend Understanding basic signal processing concepts, processing satellite signals, terrestrial FM and AML microwave transmissions, locally inserted programming, return path signals from the distribution system and incoming out-of-system voice and data

3. Understanding Fiber Optics and HFC Networks Introducing fiber optics, constructing fiber networks, understanding HFC topologies and introducing future issues in fiber

4. Aerial Drop Installations Aerial drop cable routing, drop cable strand attachment and aerial drop attachment to the premises

5. Underground Drop Installations Underground drop cable routing, how the cable is placed underground, the service drop connection to the customer tap and service drop attachment to the customer premises

6. Delivering Video Services Understanding analog video, digital video and describing signal security and control

7. Delivering Voice Services Understanding cable telephony today, examining phone networks and exploring developments in cable telephony

8. Delivering Data Introducing the data revolution, describing cable modems and using data in the real world

9. How to Connect Customer Equipment Installing inside the premises, connecting customer premises equipment and installing digital services

10. Understanding Network Maintenance Introducing maintenance programs, performing routine procedures and understanding test equipment

11. Understanding Regulatory Issues and Safety Understanding regulation, ensuring safety on the job and understanding safety codes

Digital Voice Customer Care: OverviewOVERVIEW

Digital Voice Customer Care: Overview introduces digital voice service as it is being launched by most broadband cable companies. It describes the features and advantages of digital voice as compared to traditional wireline phone services and VoIP telephony solutions being touted by other companies. This course explains in layman’s terms such concepts as e911 and 911, managed networks and advanced features that make the digital voice offering provided by cable companies a preferred telephony solution. Any cable system employee, from a customer service representative, to a sales consultant, to a department head can benefit by learning what digital voice service is all about.


Completion Time:The maximum time allowed for the course is 90 days from enrollment. This course is not eligible for extensions.


» be able to compare and contrast digital voice services provided by a variety of companies and industries

» describe typical features available with digital voice service that may not be available with other telephony solutions

» understand the differentiators between digital voice and traditional wireline telephone service


Ideal for:Broadband cable television system, regional, divisional or corporate personnel, including: » customer service representatives (CSRs)» sales representatives» marketing professionals» business administration personnel» all broadband cable industry employees


1. understand what digital voice service is and why cable company CSRs need to know about it

2. discuss the history of telephone service3. describe digital voice technology as compared to traditional telephone service4. compare the installation of traditional phone service with the installation of

digital voice service at a customer’s premises



» Cable Network Overview




» Illustrated with high-quality video



» Online testing



DigiVoiceCCOver 0408

5. describe the steps a technician takes to install digital voice service at a single-family residence 6. understand how digital voice is installed for a customer with a monitored alarm system 7. define potential problems related to digital voice installation at multiple dwelling units 8. list several types of communication devices and hardware configurations that can be found in the home 9. understand the impact of digital voice service on devices in a customer’s home and how to mitigate them 10. describe the advantages of digital voice service over traditional phone service11. describe digital voice service provided by cable companies, as compared to other providers’ digital voice service

COURSE OUTLINE




1. Background of Digital Voice Understanding the history of telephone service and the transition that is occurring from traditional wire voice services to the new world of digital voice and a high-level look at the digital technologies and government regulations that have enabled this advancement

2. Installation Understanding the difference between single-family homes and multiple-dwelling units when installing digital voice services, the existing phone wiring in these types of dwellings and how it will impact installation and function and the special attention that may be required in homes with security alarm systems

3. Technological Variations Understanding the technical differences between digital voice and VoIP services being sold by various entities and the service and functional differences created by these differences

4. The Competition Helping customers understand how to make the right choice for the voice service that best meets their needs while positioning the digital voice product offered by most cable companies as a superior product

Customer Service Through TroubleshootingOVERVIEW

The Customer Service through Troubleshooting course takes your customer service representatives right into the customer’s home to help them solve technical problems. Armed with a solid understanding of how systems operate and common problems/solutions, your CSRs can resolve 80% of all troubleshooting calls in the home with the first call. With the knowledge gained from Customer Service through Troubleshooting, the need for expensive truck rolls can be eliminated. This program was developed based on case studies from leading industry troubleshooters and features easy-to-follow explanations of technical situations. It’s a great course for new employees or an information-packed refresher for experienced personnel.


Completion Time:The maximum time allowed is 90 days from enrollment. This course is not eligible for extensions.


» become familiar with various consumer and cable devices and how they are connected

» increase first-call resolution rates with effective troubleshooting skills» understand the process of troubleshooting and the importance of

follow-through» identify common problems and recognize potential solutions» automatically identify technical issues requiring a truck roll» understand the importance of good communication with the customer» comprehend how their role as a CSR affects all departments within

the organization» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Personnel including:

» customer service» dispatch» management» human resource

COURSE OBJECTIVESUpon completion of this course students will be able to:

understand how to provide excellent, efficient customer service, as shown 1. through examples

understand the types of equipment found and how the equipment may affect 2. the problems being experienced





» Customer Service for Technicians




» Curriculum advisors available

» 24/7 lesson feedback and progress monitoring at www.jonesncti.com

» Online testing



CustServTrouble0408

quickly identify causes and solutions to the most common types of service problems including: equipment, 3. signal level and picture quality

understand signal flow logic rules and the most common customer hookup patterns, including what the 4. customer can and can’t do

realize the importance their interaction has on customer satisfaction5. identify some of the less common equipment-related troubleshooting problems6. follow through the troubleshooting model to solve customer issues7.

COURSE OUTLINE




1. The Big Picture Understanding the five parts of a cable system, reviewing customer equipment, examining competition and detailing cable connections

2. Model and Skills Preparing to troubleshoot, explaining the troubleshooting model and understanding the importance of teamwork

3. Equipment in the Home Understanding various televisions, various VCR/DVD equipment, other customer equipment and cable company-provided equipment

4. Equipment Hookups Explaining signal flow logic scenarios, understanding how to program a VCR, examining basic 1 hook-up patterns, examining basic 2 hook-up patterns, examining premium and antenna hook-up options and examining picture-in-picture hook-up options

5. Types of Service Problems Examining common incorrect signal level problems, common ingress problems, common equipment-caused problems, less common equipment-caused problems, examining interference problems, line problems and color problems

6. Testing Your Skills Identify how to correctly respond to various customer service situations

Basic Broadband TroubleshootingOVERVIEW

This course takes the knowledge gained in the Jones/NCTI course Delivering Cable Services and applies it to troubleshooting video, Internet and telephony service with customers via the phone. The student will learn how to bring a logic-based approach to the troubleshooting process that includes the following steps: identifying the problem, analyzing the symptoms, isolating the problem area, diagnosing the cause, resolving the problem and verifying the resolution. Additionally, the student will gain a thorough understanding of the activities and processes followed by the technician at the time of initial installation of the drop system, including interconnection between devices.




» effectively resolve technical problems with Internet, telephony and video for the customer

» reduce the need for expensive truck rolls by providing a convenient and immediate solution for the customer

» apply more efficient approaches and effective techniques for phone troubleshooting» earn three hours of college credit» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:Personnel wanting to broaden their customer service abilities to handle technical related problems via the phone including:

» customer service and support staff» technical support staff

COURSE OBJECTIVES

Upon completing this course the student will be able to:

1. describe and illustrate three commonly used troubleshooting techniques2. explain how the installer prepares the customer premises to receive broadband

cable service3. discuss how the installer routes drop cable inside the customer premises4. explain how the installer connects various addressable and nonaddressable

customer premises equipment configurations





» Business Communication Skills

» Effective Supervision

TRAINING FEATURES





» Online testing



BasBroadTrble0408

5. describe the symptoms of common broadband cable signal level and picture quality problems6. list several broadband signal problems found in both single dwellings and multiple dwelling units7. explain several problems with digital video service that a CSR may be asked to troubleshoot8. explain several problems with broadband cable Internet access service that a CSR may be asked to troubleshoot9. explain several problems with broadband cable telephony service that a CSR may be asked to troubleshoot

COURSE OUTLINE



1. Introduction to Troubleshooting Introducing the process of troubleshooting, troubleshooting with the customer and troubleshooting broadband cable services

2. Planning the Installation Performing installation preliminaries and drilling the entry hole

3. Routing Premises Coaxial Drops Routing exterior drops, routing interior drops through outside walls and crawl spaces, routing interior drops through basements, routing drops within walls and installing broadband cable wall plates

4. Attaching Premises Coaxial Drops Attaching drops to various premises surfaces, attaching drops along selected route, mounting security enclosures and evaluating multiple outlet requirements

5. Setting Up TV Sets and VCRs Checking AC outlets, setting up the TV set and setting up the VCR

6. Configuring CPE in a Nonaddressable System Selecting a configuration, viewing a channel, viewing and recording certain channels and viewing and recording any two channels

7. Configuring CPE in an Addressable System Selecting a configuration, viewing a channel and viewing and recording channels

8. Analyzing Analog TV Pictures Defining and identifying a good quality picture, recognizing basic picture distortions, understanding basic sound distortions and discussing other sound and picture problems

9. Troubleshooting Picture Impairments in an MDU Troubleshooting picture impairments inside the MDU, at the lock box, between the wall plate and the lock box and at the hot tap

10. Troubleshooting Digital Video Service Troubleshooting analog channels, verifying digital set-top terminal configuration and operation, reviewing symptoms, probable causes and possible solutions

11. Troubleshooting Internet Access Understanding cable modem systems, examining system requirements, examining equipment operation and troubleshooting Internet access service

12. Troubleshooting Broadband Cable Telephony Understanding cable telephony, examining equipment connections and troubleshooting and examining cable telephony features


High-Speed Data Customer Service OVERVIEW

High-Speed Data Customer Service provides an invaluable and unparalleled base of knowledge of high-speed data services, equipment, operations and troubleshooting. Of particular value is the extensive information regarding cable modems and personal computer hardware and software used in high-speed data services. The course also provides an understanding of data networking, the Internet and how cable modems interface with it, cable modem termination systems and the return path’s effect on high-speed data service. Personnel completing this course will be uniquely qualified to provide immediate and effective customer support for high-speed data services.




» have a unique working knowledge of the equipment and operations related to high-speed data services

» fully understand the needs of cable modem customers » more effectively assist customers through a better understanding of computer

hardware, software and systems of high-speed data services» provide better and immediate troubleshooting of cable Internet access services» have a basic knowledge of the return path and its maintenance» earn two hours of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Customer contact personnel responsible for supporting cable modem customers, including:

» high-speed data customer service representatives» high-speed data sales representatives» tier 1, 2 and 3 technical service representatives» administrative and marketing employees


compare how data travels in circuit-switched and packet-switched networks1. name the different types of modems, Internet access connections and the 2.

corresponding downstream and upstream data rules configure network settings in a computer that uses a PC or Macintosh 3.

operating system



» Advanced High-Speed Data Customer Service









» Online testing



HSDCustServ0508

identify common problems associated with customer premises equipment4. guide customers in copying, saving and printing computer setup information5. ooutline the TCP/IP model and evaluate its role as the de facto standard for global communications with 6.

reference to the Open Systems discuss how cable modems and cable modem termination systems communicate through requests 7.

and responses explain the difference between forward and return path frequencies8. explain four causes of slow or intermittent Internet service9.

explain the function of the PC system board10. specify the available hard disk space requirements for the Internet access browser software11. identify the characteristics of common operating systems and understand applications software and the process 12. of loading and initializing it

COURSE OUTLINE




1. Introducing the Internet Exploring the Internet’s origins, understanding how the Internet works and using the Internet

2. Introducing Cable Modems Presenting cable modem basics, characterizing cable modems and installing cable company provided equipment

3. Installing Cable Modems Installing hardware in customer’s computer, connecting cable modem to customer’s computer, configuring network settings, configuring network settings in computer operating system and installing and verifying cable Internet service

4. Instructing Cable Modem Customers Explaining computer and cable modem settings and features, highlighting available printed material and facilitating customer practice with software usage

5. Internet and Converged Networks Exploring the TCP/IP (Transmission Control Protocol/Internet Protocol) Model, explaining IP Addressing, examining Virtual Private Networks, understanding Converged Networks and describing Voice Over IP

6. Broadband Cable Modem Service Provisioning Provisioning cable modems, troubleshooting noise and ingress, troubleshooting customer premises equipment and understanding quality of service

7. Return Path Operations Overview Understanding signal flow in the return path, learning what can go wrong and maintaining the return path

8. Troubleshooting Cable Internet Access Service Understanding the cable modem provisioning process, troubleshooting technical problems and troubleshooting performance problems

9. Personal Computer Hardware Understanding the central processing unit, explaining personal computer hardware used for input and output and explaining personal computer hardware inside the computer case

10. Characterizing Computer Systems Reviewing computer hardware basics, examining computer system requirements and determining customer’s computer system configurations

11. Personal Computer Software Understanding the three types of software and what they do, understanding operating systems, surveying operating systems and understanding applications software

Advanced High-Speed Data Customer ServiceOVERVIEW

Advanced High-Speed Data Customer Service builds upon the knowledge gained in Jones/NCTI’s High-Speed Data Customer Service course. The course provides the industry’s most in-depth and thorough training for customer contact personnel regarding cable modems, computer systems and troubleshooting of personal computers. Lessons cover the boot process, software, the system board, memory management, floppy and hard drives, input/output devices, return path fundamentals and data communications overview. Additionally, the curriculum explores and compares the technology related to wide area networks and broadband access, including packet switching, frame relay, SMDS, ISDN, SONET and ATM.





» have the breadth and depth of knowledge to sell and support any high-speed data related services

» reduce expensive truck rolls and improve customer satisfaction rates by providing advanced levels of troubleshooting on all high-speed data services

» have the product knowledge required to move to a supervisory level for high-speed data customer service

» have a working knowledge of residential and small businesses access technologies » understand the return path and its impact on two-way device installation at the

customer premises» earn three hours of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Customer service and sales representatives needing advanced training to sell or troubleshoot high speed data services, including:

» graduates of Jones/NCTI’s High-Speed Data Customer Service course» tier 2 and 3 technical service representatives


explain how cable modems and termination systems operate1. compare and contrast the reset button and operating system boot methods2.






TRAINING FEATURES





» Online testing



Advanced HSCustSer0408

describe the functions of the universal serial bus, FireWire bus and peripheral component interconnect bus3. identify four system resources that aid in the communication between hardware and software4. explain the components of static random access memory and the significance of memory caching5. explain the purpose of a root directory6. apply troubleshooting guidelines as part of the process of isolating PC problems7. list two tools used in diagnosing installation problems8. compare and explain the operations of X.25, Frame Relay and SMDS and describe SONET and ATM9. explain parameter assignments and the concept of long-loop automatic gain control and how it is used to 10. establish RF levels from cable modems, set-top terminals and network interface units

explain the purpose of each layer of the OSI reference model11.

COURSE OUTLINE



1. Understanding Broadband Cable Modems Understanding DOCSIS, discussing broadband cable

modems, discussing cable modem termination systems and understanding DOCSIS in the network

2. The Boot Process Introducing the boot process, examining the boot

process, detailing the boot process and booting in a Windows environment

3. How Software Manages Hardware Resources Defining system resources, understanding the

software/hardware relationship, protecting data, software and hardware.

4. The System Board Understanding system boards, understanding the

CPU, understanding BIOS, ROM, and RAM and understanding buses and expansion slots

5. Memory Management Introducing memory, understanding memory and

Windows, managing memory with Windows and upgrading memory

6. Floppy and Hard Drives Introducing how data is physically stored on a disk,

using Windows Explorer to manage a floppy drive, understanding hard drive technology and using Windows Explorer to manage a hard drive

7. Peripheral Devices Understanding basic peripheral installation and using

ports and expansion slots for add-on devices

8. Troubleshooting Personal Computers Using troubleshooting tools, isolating computer

problems and devising a course of action, applying troubleshooting guidelines and applying support responsibilities to troubleshooting

9. Introducing Return Path Fundamentals Learning return path fundamentals, explaining how

the reverse path works, examining effects of the drop system on reverse signals, assessing the quality of the drop’s return path and installing two-way devices at the customer premises

10. Data Communications Explaining the evolution of data networks,

understanding the open systems interconnection model, examining character codes, identifying data coding methods, reviewing data compression and understanding error detection and correction

11. Wide Area Network and Broadband Access Technologies

Packet Switching Networks, Integrated Services Digital Network (ISDN), Synchronous Optical Network (SONET), Asynchronous Transfer Mode (ATM) and Packet Over SONET (POS)


Operations Center Technical Support IOVERVIEW

This course teaches key technical skills and knowledge needed to allow network operations center personnel to quickly identify customer and network issues, isolate network difficulties and provide troubleshooting solutions. Specifically, Operations Center Technical Support I focuses on maintaining network reliability for advanced services, such as digital video, telephony and high-speed data via cable modems. The course also provides a basic understanding of voice and data networks as well as a cable system overview. The recommended prerequisite for this course is Jones/NCTI’s Delivering Cable Services.




» effectively troubleshoot commonly occurring broadband drop network problems» reduce repeat service calls due to network malfunctions» more effectively solve problems related to high-speed Internet access, twisted

pair inside wiring and digital video services » have a more complete understanding of cable modems and provisioning» have a basic understanding of voice and data networks» use this course to help prepare for SCTE’s Broadband Premises Specialist

certification, as well as the BPS Data and Voice endorsements » receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Network support personnel, including:

» network dispatch technicians» network trouble isolation technicians


understand the operation of a broadband cable system1. identify and characterize advanced broadband cable services2. understand the basics of digital video services3. understand the basics of cable modems4. understand how to effectively and efficiently troubleshoot advanced services5. describe the public switched telephone network6. explain the evolution of data networks and network protocols7. discuss the transmission of messages by various packet switching technologies8.



» Operations Center Technical Support II

» Operations Center Technical Support III





» High-Speed Data Customer Service






» Online testing



OpCenTechSupI0508

COURSE OUTLINE



1. Broadband Cable System Overview Exploring the signal path, categorizing cable

services and organizing departments for interaction

2. Introducing Cable Modems Presenting cable modem basics, characterizing

cable modems and installing cable company provided equipment

3. Troubleshooting Advanced Services Overview Understanding digital video services,

troubleshooting Internet access and understanding telephony services

4. Understanding RF Digital Signal Characteristics Describing digital signal characteristics, explaining digital modulation, quantifying digital signal quality and examining digital signal applications

5. Understanding Broadband Cable Modems Understanding DOCSIS, discussing broadband

cable modems, cable modem termination systems and understanding DOCSIS in the network

6. Broadband Cable Modem Service Provisioning Provisioning cable modems, troubleshooting noise

and ingress, customer premises equipment and understanding quality of service

7. Installing Cable Modems Installing hardware in customer’s computer, connecting cable modem to customer’s computer, configuring network settings in computer operating system and installing and verifying cable Internet services

8. Troubleshooting Cable Internet Access Service Understanding the cable modem provisioning process, troubleshooting technical problems and performance problems

9. Introducing Twisted Pair Inside Wiring Introducing the network interface device, telephone cables, telephone hardware, cable routing wiring topologies, the telephone, data cables and connectors

10. Introducing Constant Bit Rate Telephony Service

Describing NIU functions, access areas, powering methods, provisioning, specifications and alarms


12. Intelligent Networks Examining interoffice trunk signaling, listing

intelligent network services and exploring business telephone systems

13. Data Communications Explaining the evolution of data networks, understanding the open systems interconnection model, examining character codes, identifying data coding methods, reviewing data compression and understanding error detection and correction

14. Network Communications Reviewing data link protocols, explaining the OSI model implemented in LANs, listing LAN access methods, comprehending LAN technologies and examining internetworking

15. Wide Area Network and Broadband Access Technologies Understanding packet-switching networks, examining integrated services digital network (ISDN), reviewing synchronous optical networks (SONET), introducing asynchronous transfer mode (ATM), defining packet over SONET (POS) and looking at residential or small business access technologies

Operations Center Technical Support IIOVERVIEWOperations Center Technical Support II provides key technical skills and knowledge that allow network operations center personnel to quickly identify customer and network issues, perform troubleshooting to isolate the issue and direct the fix. This course specifically focuses on maintaining network reliability of video signals in the installed customer drop portion of the network and troubleshooting customer premises equipment. The DC electronic theory provides the foundation for understanding decibels, signal leakage detection and troubleshooting techniques. A basic mathematics review helps the student with equations and formulas relating to basic electronic theory and signal level. Also covered are topics on the features, components, care, maintenance and use of signal level meters and signal leakage detectors, providing essential information for troubleshooting customer premises problems. The course concludes with basic characteristics and functions of line extender amplifiers used in the feeder distribution portion of the network. The recommended prerequisite for this course is Jones/NCTI’s Operations Center Technical Support I course.




» correctly troubleshoot and maintain the installed drop system» utilize mathematical equations and formulas related to installed cable systems» perform troubleshooting to isolate, identify and direct the repair of common

problems from the customer premises and the broadband network » use this course to help prepare for SCTE’s Broadband Premises Specialist

and Broadband Distribution Specialist certifications, as well as the BPS Video endorsement





understand and apply basic DC electronic theory and discuss relevant 1. broadband cable applications perform basic cable math calculations2. explain dB and dBmV fundamentals and broadband cable applications and 3. perform gain and loss calculations



» Operations Center Technical Support I

» Operations Center Technical Support III











» Online testing



OpCenTechSupII0508

4. understand the operation and maintenance of installer-type signal level meters and signal leakage detection equipment troubleshoot to isolate, identify and direct the repair of common problems from the customer premises and the 5. broadband network 6. understand the theory of operation of line extender amplifiers and explain the function of amplifier passives and actives

COURSE OUTLINE




1. Maintaining Drop System Reliability Delivering quality service and troubleshooting the drop

2. Exploring Electrons and Electricity Establishing electron characteristics, identifying element categories, using units of electrical measurement and understanding electron current flow, electric current and electrical force

3. Understanding Magnetism and Electromagnetism Understanding magnetism and electromagnetism and exploring magnetic and electromagnetic applications

4. Using Positive and Negative Numbers Reviewing positive and negative numbers

5. Using Common and Decimal Fractions Understanding common fractions and decimal fractions

6. Using Equations and Powers of Numbers Using equations and powers of numbers

7. Understanding Electrical Circuits Understanding circuit essentials and graphics, differentiating current flow conditions and defining current circuit types

8. Understanding Resistance Exploring resistance, changing and controlling resistance

9. Using Ohm’s Law for Power and Energy Describing basic electrical characteristics, working with Ohm’s law, solving power equations and solving equations

10. DC Series Circuits Citing basic DC circuit requirements, describing circuit characteristics and solving various circuit calculations

11. Understanding Decibels Reviewing the history of decibels, making comparisons between two values, explaining the concept of bels and decibels and understanding power and voltage ratios

12. Using dB and dBmV Working with dBmV and performing signal level calculations

13. Measuring Signal Levels Understanding broadband signals, identifying SLM features and components, maintaining SLMs and performing measurements

14. Detecting Signal Leakage Reviewing signal leakage basics, selecting and operating signal leakage detection equipment and eliminating signal leakage

15. Troubleshooting Basic TV Problems Examining AC input voltage problems, correcting a hot chassis condition, verifying proper RF input levels, fixing impedance mismatch, recognizing incorrect function settings, isolating picture quality problems and fixing stereo TV problems

16. Troubleshooting Drop Cable Recognizing crimp type F-connector problems, noting compression type F-connector problems, examining damaged coaxial drop cables, calculating abnormal RF signal levels, measuring abnormal DC loop resistance and delineating customer-installed cable problems

17. Troubleshooting RF Switches and Matching Transformers Troubleshooting passive RF switches and troubleshooting matching transformers

18. Troubleshooting Drop Splitter and Directional Couplers Examining splitter problems and examining directional coupler problems

19. Troubleshooting Drop Grounding, Traps and Taps Recognizing grounding system problems, understanding trap problems and troubleshooting tap problems

20. Troubleshooting Hum Modulation and Flashing Pictures Troubleshooting hum modulation and flashing

21. Troubleshooting Drop Ingress Recognizing ingress, identifying possible causes of drop-related ingress and isolating the cause

22. Troubleshooting Beats and Snowy Pictures Troubleshooting active beats and snowy pictures

23. Troubleshooting Picture Impairments in an MDU Troubleshooting picture impairments inside the MDU, picture impairments at the lock box, between the wall plate and the lock box and at the hot tap

24. Line Extender Amplifier Operation Examining the amplifier housing, line extender AC/DC powering systems and RF passives and controls, examining the amplifier module and classifying line extender specifications

Operations Center Technical Support IIIOVERVIEWThis course provides network operations center personnel with invaluable information on the feeder distribution system and the trunk system, and also teaches the necessary AC electronic theory and application needed to perform in-depth troubleshooting of the broadband network. Students will also learn the fundamentals about maintaining network reliability of return path operations for the support of new revenue sources and services. The course concludes with a thorough understanding of the fiber-optic system, including optical node operations, design topologies, basic testing methods and restoration. The recommended prerequisites are Jones/NCTI’s courses Operations Center Technical Support I & II.




» correctly perform operation, maintenance and troubleshooting procedures for the trunk and feeder distribution system

» use AC electronic theory and calculations in broadband cable system applications» gain knowledge to provide return path (upstream) troubleshooting» maximize revenue by maintaining peak performance of the return path» understand how fiber-optic systems are designed» learn to successfully manage critical operations related to fiber-optic systems» use this course to help prepare for SCTE’s Broadband Distribution Specialist

and Broadband Transportation Specialist certifications» receive an industry-recognized Jones/NCTI™ certificate of graduation




understand and apply AC electronic theory1. understand the theory of tap and passive equipment operation in the feeder 2. distribution system understand and apply theory of operation for trunk system power supplies and 3. amplifiers describe the return path signal flow and major transmission elements4. explain the concept of noise funneling on the return path and its effects5. discuss procedures for improving overall return path performance including 6. the use of high-pass filters and step attenuators



» Operations Center Technical Support I

» Operations Center Technical Support II






» Effective Supervision» Introduction to Business» Principles of Management






» Online testing



OpCenTechSupII0508

understand sources of return path impairments and learn troubleshooting techniques7. understand and apply theory of operation for forward and return optical receivers8. understand and apply fiber-optic topologies and design requirements9. explain the process of fiber-optic fault location using the OTDR10. outline both emergency and permanent optical system restoration procedures11.

COURSE OUTLINE




1. Feeder System Overview Applying basic electronics to feeder systems, comparing feeder system architectures, examining feeder system transmission equipment, measuring system vital signs and faults and troubleshooting and preventing signal outages and impairments

2. Alternating Current Understanding AC and AC power and recognizing AC waveforms

3. Understanding AC Waveform Fundamentals Examining AC waveform characteristics and expressing AC waveform values

4. Resistive AC Circuits Understanding basic relationships, eddy currents, the skin effect and solving sample problems

5. Inductance and Transformers Induction, inductance, inductors and transformers

6. Capacitance Capacitance and capacitors

7. RF Directional Couplers and Power Inserters Directional couplers and power inserters

8. Working with RF Taps Identifying types of taps, tap mechanical components, examining tap electrical characteristics, understanding the theory of tap operation and considering application criteria

9. Understanding Fiber Optics and HFC Networks Introducing fiber optics, constructing fiber networks, understanding HFC topologies and introducing future issues in fiber

10. Transmitting and Receiving Optical Signals Examining analog optical transmitters, digital optical transmitters and optical receivers, transmitting optical signals, using amplifiers, repeaters and regenerators

11. Understanding Fiber Optic System Design Reviewing outside plant variables, transmission system variables and system loss budgets, discussing dense wavelength division multiplexing and exploring system upgrades

12. Return Path Operations Overview Understanding signal flow in the return path, learning what can go wrong and maintaining the return path

13. Introducing Return Path Fundamentals Learning return path fundamentals, explaining how the reverse path works, examining effects of the drop system on reverse signals, assessing the quality of the drop’s return path and installing two-way devices at the customer premises

14. Troubleshooting the Return Path Examining return path impairments on the drop system, understanding sources of return path impairments, troubleshooting methods and tools and optimizing return path performance

15. Maintaining Return Path Signals Explaining the theory of reverse levels, setting levels in the

return path and balancing the return path16. Measuring Signals in the Return Path

Transmitting return path signals and measuring return path signals

17. Examining the Optical Return Path Designating major components in an optical return system, identifying optical performance parameters and accomplishing node scalability through return path multiplexing

18. Trunk System Overview Understanding system design symbols and architectures, constructing and powering the cable plant, examining transmission components and verifying plant reliability

19. Presenting OTDR Basics Introducing OTDRs, describing OTDR types, examining OTDR features and discussing OTDR specifications

20. Planning Fiber-Optic Restorations Explaining key elements of an effective restoration plan, understanding and identifying causes of failures and planning efficiently and effectively

21. Examining Optical Node Forward Operations Examining optical node housings, receiver modules, RF amplifier modules, AC power distribution and DC power supplies

22. Fiber Optic Design Topologies Region ring optical system, fiber backbone, fiber to the feeder, passive/near passive optical networks and examining optical return operations

23. Examining Optical Node Return Operations Learning about a node’s optical return system, identifying a node’s optical performance, accomplishing node scalability through return path multiplexing and describing node status monitoring

Fundamental Selling SkillsOVERVIEW

Successful selling is the key to remaining competitive in today’s market. It is critical for sales representatives to understand what it takes to close the sale! Fundamental Selling Skills will provide call center agents with the knowledge, skills and tools needed to effectively and successfully establish relationships with customers and ultimately gain and retain the business of new and existing customers. FSS will benefit individuals in the cable industry who wish to sharpen and perfect their selling skills, or who wish to gain a further understanding of best-practice selling techniques.


Completion Time:Varies based on a student’s self-study pace, however, the maximum time allowed is four months from enrollment. This course is not eligible for extensions.


» know how to create, maintain and retain customer relationships» understand the dynamics of outbound sales and up- and cross-selling» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:Call center personnel, including:

» newly hired employees» employees with sales responsibilities

COURSE OBJECTIVESUpon completing this course sales professionals will be able to:

act as sales consultants when interacting with customers1. create positive relationships with customers2. use questioning techniques to uncover customer needs3. present unique product attributes that meet customer needs4. describe products in terms of features, advantages and benefits5. gain and retain a customer’s interest6. overcome customer objections7. set effective sales goals and create action plans8. retain the business of existing customers9.

identify and effectively use unique selling points in the sales presentation10. create and apply high-impact openings in an outbound sales situation or in an 11. up-sell/cross-sell situationeffectively transition into up-selling and cross-selling additional products for 12. increased sales revenue



» Selling Against DBS Providers

» Selling Against DSL Providers

» Selling Digital Cable» Selling High-Speed

Internet» Selling VoIP and Digital

Voice Services» Selling High-Definition

Television» Selling Video On Demand» Selling Personal Video

Recorders




» Curriculum advising» 24/7 lesson feedback and

progress monitoring at www.jonesncti.com

» Online testing



FunSellSkill0408

COURSE OUTLINE



1. Setting Goals Create S.M.A.R.T. (specific, measurable, attainable, realistic and tangible) goals in a professional development plan in order to successfully accomplish sales objectives

2. Establishing Rapport Identify and apply the steps necessary to establish rapport with a prospective customer

3. Consultative vs. Presentational Selling Explain the difference between consultative and presentational selling and apply the skills necessary to perform consultative selling

4. Interviewing Use effective probing questions to uncover customer needs

5. Unique Selling Points Present unique selling points of a product or service to help increase the customer’s interest level

6. Creating Product Descriptions Create brief product descriptions that incorporate unique selling points of the service being offered

7. Features, Advantages and Benefits Use features, advantages and benefits to present products and services that meet customer needs

8. Overcoming Objections Describe the skills and steps used to overcome customer objections

9. Closing the Sale Select the appropriate closing technique based on a customer’s buying signs

10. Outbound Sales Use high-impact openings to capture and hold a customer’s attention

11. Up-selling and Cross-selling Transition sales conversations into discussing additional products and services in order to increase sales revenue and transition service calls or initial inquiry calls into discussing additional products and services

12. Retention Describe strategies that can be used to retain customers who have chosen to downgrade or disconnect service

Selling Against DBS Providers OVERVIEW

This course is intended to provide a complete set of skills needed to effectively sell broadband cable services against direct broadcast satellite (DBS) and teaches the unique features and benefits that set cable apart from its competitors. It contains many useful strategies and interactions that will help learners gain a better understanding of DBS service.




» know the features and benefits of both cable and DBS» be able to communicate the advantages of cable over DBS» receive an industry-recognized Jones/NCTI™ certificate of graduation



COURSE OBJECTIVESUpon completing this course, sales professionals will be able to:

identify the market share that DBS currently has versus that of cable1. describe the customer premises equipment required for DBS transmission2. explain the DBS equipment lease/purchase options3. explain the DBS equipment service and customer care processes4. describe current DBS packages and programming offers5. locate resources to identify new and upcoming DBS packages/offers6. list the features and benefits of DBS7. list the advantages of cable over DBS8. ask effective questions to determine customer needs and values9. use open and closed 10. questions to uncover customer interest in and assumptions about DBSdescribe the steps used to overcome customer objections11. a12. pply the steps to overcome customer objections to purchasing cable over DBS



» Fundamental Selling Skills


Internet» Selling VoIP and

Digital Voice Services» Selling High-Definition

Television» Selling Video On

Demand» Selling Personal Video

Recorders» Selling Against DSL

Providers






» Online testing


(Continued)


SellAgDBS0508

COURSE OUTLINE



1. Product Overview Identify the market share that DBS currently has versus that of cable and describe the customer premises equipment required for DBS transmission

2. Service Overview Explain the DBS equipment lease/purchase options and explain the DBS equipment service and customer care processes

3. Programming Overview Describe current DBS packages and programming offers and locate resources to identify new and upcoming DBS packages/offers

4. Features, Advantages and Benefits List the features and benefits of DBS and the advantages of cable over DBS

5. Interviewing the Customer Ask effective questions to determine customer needs and values and use open and closed questions to uncover customer interest in and assumptions about DBS

6. Overcoming Objections Describe and apply the steps used to overcome customer objections

7. Saving and Retaining Customers Describe and apply the steps necessary to retain customers who have indicated a preference to disconnect cable services in order to purchase a DBS system

Selling Against DSL Providers OVERVIEW

The DSL competition is marketing aggressively against cable high-speed Internet service. This course gives an overview of digital subscriber line (DSL) service, including a complete set of skills needed to effectively sell broadband cable services against DSL. It will teach the unique features and benefits that set cable apart from its competitors and also contains many useful strategies and interactions that will help learners gain a better understanding of DSL service.




» know the features and benefits of both cable and DSL» be able to communicate the advantages of cable high-speed Internet over DSL» receive an industry-recognized Jones/NCTI™ certificate of graduation


» newly hired employees» employees working with high-speed Internet service


describe the components of the DSL system1. describe the customer premises equipment required for DSL2. compare the market share currently held by DSL to that of cable 3. high-speed Internetexplain the types of DSL service4. discuss the factors affecting upload/download speeds5. describe the typical components of DSL packages6. describe the overall DSL installation options and customer service7. describe the DSL packages available from the incumbent local exchange 8. carriers (ILECs), major competitive local exchange carriers (CLECs) and Internet service providers (ISPs)locate resources for the most current DSL offers as well as other information9. give the definition of a feature, advantage and benefit10. list the features and benefits of DSL11. list the advantages of cable high-speed Internet access over DSL12. ask effective questions to determine customer broadband Internet needs 13. and values




» Selling High-Speed Internet

» Selling Digital Cable» Selling VoIP and




Recorders» Selling Against DBS

Providers






» Online testing



SellAgDSL0508

COURSE OUTLINE



1. Product Overview Describe the components of the DSL system, the customer premise equipment required for DSL and compare the market share currently held by DSL to that of cable high-speed Internet

2. Service Overview Explain the types of DSL service, describe the factors affecting upload/download speeds, the typical components of DSL packages, the overall DSL installation options and customer service

3. Provider Overview Describe the DSL packages available from the ILECs, major CLECs and ISPs and locate resources for the most current DSL offers as well as other information

4. Features, Advantages, and Benefits Give the definition of a feature, advantage and benefit, list the features and benefits of DSL and list the advantages of cable high-speed Internet over DSL

5. Interviewing the Customer Ask effective questions to determine customer broadband Internet needs and values and use open and closed questions to uncover customer interest in and assumptions about DSL

6. Overcoming Objections Identify the four principle categories of objections and apply the six steps for overcoming objections when a customer states an interest in purchasing DSL over cable high-speed Internet access

7. Retention Describe the steps used to retain customers who have indicated a preference to disconnect cable high-speed Internet service in order to sign up for DSL

Selling High-Definition Television OVERVIEW

This course is intended to provide a complete set of skills to effectively sell cable high-definition television (HDTV) against market competitors, and will teach the features and benefits of HDTV along with the unique selling points that make this service stand out among competitors. It contains many useful strategies and interactions that will help learners gain a better understanding of HDTV and how to sell it successfully.




» be familiar with the features and benefits of HDTV» be able to communicate the advantages of HDTV cable over analog and

standard digital television, as well as Direct Broadcast Satellite (DBS)» receive an industry-recognized Jones/NCTI™ certificate of graduation




describe HDTV1. explain how HDTV is different from standard digital and analog television2. effectively use high-impact openings during HDTV outbound sales calls3. ask specific questions to determine if a customer owns the appropriate 4.

equipment to take advantage of HDTV service ask effective HDTV 5. questions to uncover customer needs 6. match the features of HDTV service to corresponding advantages and benefits position the benefits of HDTV to specific customer needs and preferences7. create and apply brief product descriptions of HDTV service8. use unique selling points effectively to make HDTV cable service stand out 9.

from the competitionuse unique selling points effectively to make HDTV service stand out as an 10. important cable package enhancement in an upgrade situation

11. present the benefits of HDTV cable services over DBS








Digital Voice Services» Selling Video On


Recorders






» Online testing



SellHDTV0508

apply strategies to effectively manage and overcome common customer objections to the cable HDTV 12. service and close the salecreate transition statements leading the customer from HDTV service to other cable services13.

COURSE OUTLINE




1. Product Overview Describe high-definition television and how HDTV is different from standard digital and analog television

2. High-Impact Openings Effectively use high-impact openings during HDTV outbound sales calls

3. Introduction Ask specific questions to determine if a customer owns the appropriate equipment to take advantage of HDTV service and ask effective HDTV questions to uncover customer needs

4. Creating Brief Product Descriptions Create and apply brief product descriptions of HDTV service

5. Features, Advantages and Benefits Match the features of high-definition television service to corresponding advantages and benefits and position the benefits of HDTV to specific customer needs and preferences

6. Unique Selling Points Use unique selling points effectively to make HDTV cable service stand out from the competition and to make HDTV service stand out as an important cable package enhancement in an upgrade situation

7. Selling Against the Competition Present the benefits of HDTV cable services over DBS

8. Closing and Overcoming Objections Apply strategies to effectively manage and overcome common customer objections to cable HDTV service and close the sale

9. Up-selling and Cross-selling Create transition statements leading the customer from HDTV service to other cable services

Selling Video On Demand OVERVIEW

This course is intended to provide a complete set of skills needed to effectively sell video on demand (VOD) against market competitors, and teaches the features and benefits of VOD along with the unique selling points that make this service stand out among competitors. It contains many useful strategies and interactions that will help learners gain a better understanding of VOD and how to sell it successfully.




» be prepared to describe the features, advantages and benefits of VOD» know how to use various selling points to discuss VOD» receive an industry-recognized Jones/NCTI™ certificate of graduation




describe the advantages of VOD technology1. identify the competitive advantages of the VOD product2. 3. apply the three main components of a high-impact opening to sell VOD service list several high-impact openings to introduce VOD service4. list several effective unique selling points to discuss the VOD service5. effectively use open and closed 6. questions when selling VOD service match the features of VOD service to corresponding advantages and benefits7. list several high-impact openings to introduce the VOD service8. create and apply brief product descriptions of VOD9. match the unique selling points of VOD with a customer’s needs10. effectively position and sell cable VOD against market competitors11. apply strategies to effectively manage and overcome common customer 12. objections to the VOD service and close the salecreate transition statements leading the customer from VOD service to other 13. cable services









Television» Selling Personal Video

Recorders






» Online testing


(Continued)


SellVidDmd0508

COURSE OUTLINE



1. Product Overview Describe the VOD service and its features and the types of programming available with VOD service

2. High-Impact Openings Apply the three main components of a high-impact opening to sell VOD service

3. Interviewing Effectively use open and closed questions to develop customer needs when selling VOD service

4. Creating Brief Product Descriptions Create and apply brief product descriptions specific to VOD

5. Features, Advantages and Benefits Match the features of VOD service to corresponding advantages and benefits

6. Unique Selling Points Match the unique selling points of VOD with a customer’s needs

7. Selling Against the Competition Effectively position and sell cable VOD against market competitors

8. Closing and Overcoming Objections Apply strategies to effectively manage and overcome common customer objections to the VOD service and close the sale

9. Up-selling and Cross-selling Create transition statements leading the customer from VOD service to other cable services

Selling Personal Video Recorder OVERVIEW

This course is intended to teach call center agents everything they need to know in order to successfully sell personal video recorder (PVR) service to customers, including features, benefits, high-impact openings, transition statements specific to PVR service and more.




» be prepared to describe the features, advantages and benefits of a PVR» know how to explain a PVR service in comparison to other cable services» receive an industry-recognized Jones/NCTI™ certificate of graduation




describe the PVR product1. explain the type of service a PVR provides to consumers2. compare and contrast the PVR product to other cable television services3. effectively apply high-impact openings during PVR outbound sales calls4. apply appropriate probing techniques specific to PVR during 5.

customer interactions define the features of a PVR6. match the features of a PVR to their corresponding advantages and benefits7. apply brief product descriptions specific to a PVR during customer 8.

interactions describe the unique selling points of a PVR9.

effectively sell against the competition while using a features, advantages 10. and benefits chartapply strategies to effectively overcome customer objections11. identify up-selling and/or transitional sales opportunities12.










Demand






» Online testing


(Continued)


SellPrsVidRec0508

COURSE OUTLINE



1. Product Overview Describe the PVR product, explain the type of service a PVR provides to consumers and compare and contrast the PVR product to other cable television services

2. High-Impact Openings Effectively apply high-impact openings during PVR outbound sales calls

3. Interviewing Apply appropriate probing techniques specific to PVR during customer interactions

4. Creating Brief Product Descriptions Apply brief product descriptions specific to a PVR during customer sales interactions

5. Features, Advantages, and Benefits Define the features of PVR and match the features to their corresponding advantages and benefits

6. Unique Selling Points Apply unique selling points of a PVR during a sales interaction

7. Selling Against the Competition Effectively sell against the competition while using a features, advantages and benefits chart

8. Closing and Overcoming Objections Describe the steps used to overcome customer objections and apply the steps effectively to overcome customer objections to purchasing the PVR product

9. Up-selling and Cross-selling Identify up-selling and/or transitional sales opportunities for a PVR

Selling VoIP and Digital Voice ServicesOVERVIEW

This course is intended to provide a complete set of skills needed to effectively sell cable digital voice services against local and long distance telephone company services, and teaches the features and benefits of digital voice services along with the unique selling points that make this service stand out among competitors. This course contains many useful strategies and interactions that will help learners gain a better understanding of digital voice services and how to sell this service successfully.




» be prepared to describe the features, advantages and benefits of digital voice services» be able to answer basic technical questions about digital voice services» receive an industry-recognized Jones/NCTI™ certificate of graduation


» newly hired employees» employees working with telephony


answer basic technical questions about the way in which digital phone 1. service is delivered apply open and closed 2. questions during the sale of digital phone service match the features of digital phone service to their corresponding 3. advantages and benefits appropriately position the benefits and unique selling points of digital phone 4. service to match customer needs and preferences create and apply brief product descriptions for digital phone service5. effectively position cable’s digital phone service offering against service 6. provided by traditional phone companiesapply strategies to effectively manage and overcome common customer 7. objections to digital phone service







Internet» Selling High-Definition



Recorders






» Online testing



SellVoIPDigi0508

COURSE OUTLINE



1. Product Overview Identify the components necessary to deliver digital phone service and answer basic technical questions about the way in which phone services are delivered

2. High-Impact Openings Describe the three main components of a digital phone service high-impact opening and effectively apply high-impact openings during digital phone service door-to-door and outbound tele-sales calls

3. Interviewing Discriminate between open and closed questions during a digital phone sale and strategically apply open and closed questions during a digital phone sale

4. Creating Brief Product Descriptions Create and apply brief product descriptions specific to digital phone service

5. Features, Advantages and Benefits Matching the features of digital phone service to their corresponding advantages and benefits and appropriately position the benefits of digital phone service to customer needs

6. Unique Selling Points Appropriately position the unique selling points of digital phone service to match customer needs and preferences

7. Selling Against the Competition Effectively position cable’s digital phone service offering against service provided by traditional phone companies

8. Closing and Overcoming Objections Apply strategies to effectively manage and overcome common customer objections to digital phone service

9. Up-selling and Cross-selling Identify up-selling and/or transitional sales opportunities for additional cable services

Selling Digital Cable OVERVIEW

This course is intended to provide a complete set of skills needed to effectively sell digital cable against market competitors. Building upon the sales concepts presented in the Fundamental Selling Skills course, this course will teach the features and benefits of digital cable along with the unique selling points that make this service stand out among competitors. This course contains many useful strategies and interactions that will help learners gain a better understanding of digital cable and how to sell it successfully.




» understand digital cable service hardware, equipment and service package options

» be familiar with the features and corresponding advantages and benefits of digital cable





identify the basic differences between analog TV, standard definition 1. TV and HDTV articulate the benefits that customers achieve with digital cable television 2. service using analog televisions, standard definition televisions and HD televisions discuss digital cable television service’s tiered packaging concepts3. explain various hardware and equipment configuration options4. identify general television characteristics and how those characteristics 5. affect image quality describe the impact broadcast’s aspect ratio can have on the displayed image6. apply the three main components of a high-impact opening to sell digital 7. cable television services use high-impact openings to introduce digital cable television services8. apply unique selling points when presenting digital cable television services9. match the features of digital cable television service to corresponding 10. advantages and benefits






» Selling High-Speed Internet

» Selling VoIP and Digital Voice Services

» Selling High-Definition Television

» Selling Video On Demand» Selling Personal Video

Recorders






» Online testing



SellDigiCable0508

correlate and present the benefits of digital cable television that respond to specific customer needs and preferences11. match the unique selling points of digital cable television with a customer’s needs, desires and viewing habits12. create and apply brief product descriptions of digital cable television service13. present the benefits of digital cable services over satellite services14. use the appropriate closing techniques based on a customer’s buying signs15. apply strategies to effectively manage and overcome common customer objections to digital cable television 16. service and close the saleidentify up-selling and/or transitional sales opportunities for digital cable packages17.

COURSE OUTLINE




1. Product Overview Overview of digital television transmission emphasizing the implementation of digital cable television services and the technology that supports it, digital cable television service offerings and ways in which it is effectively marketed

2. High-Impact Openings Apply the three main components of a high-impact opening to sell digital cable television services, use high-impact opening to introduce digital cable television services and apply unique selling points when presenting digital cable television services

3. Interviewing Apply appropriate probing techniques specific to digital cable packages and services during customer interactions

4. Creating Brief Product Descriptions Create and apply brief product descriptions of digital cable television service

5. Features, Advantages and Benefits Match the features of digital cable television service to corresponding advantages and benefits, correlate and present the benefits of digital cable television that respond to specific customer needs and preferences

6. Unique Selling Points Match the unique selling points of digital cable television with a customer’s needs, desires and viewing habits

7. Selling Against the Competition Present the benefits of digital cable services over satellite services

8. Closing and Overcoming Objections Use the appropriate closing techniques based on a customer’s buying signs, apply strategies to effectively manage and overcome common customer objections to digital cable television service and close the sale

9. Up-selling and Cross-selling Identify up-selling and/or transitional sales opportunities for digital cable packages

Selling High-Speed Internet OVERVIEW

This course is intended to provide a complete set of skills needed to effectively sell cable high-speed Internet against market competitors. It will teach the features and benefits of cable high-speed Internet, along with the unique selling points that make this service stand out among competitors. It contains many useful strategies and interactions that will help learners gain a better understanding of cable high-speed Internet and how to sell it successfully.




» understand the unique selling points of cable high-speed Internet service» receive an industry-recognized Jones/NCTI™ certificate of graduation


» newly hired employees» employees working with high-speed Internet service


describe the primary advantages of broadband technology1. identify the three main components of a high-impact opening2. compare and contrast cable high-speed Internet technology with other high-3. speed Internet technologies given a situation, determine the most appropriate high-impact opening to use 4. to introduce high-speed Internet service describe how a trigger statement can be used to introduce high-speed 5. Internet service distinguish between open and closed questions6. identify the appropriate 7. questions to determine if a customer’s computer equipment meets the minimum requirements to support high-speed Internet service compare and contrast features, advantages and benefits8. apply features, advantages and benefits to a given customers’ needs9. apply brief product descriptions to the beginning of a high-speed Internet sales 10. presentationm11. atch the unique selling points of cable high-speed Internet with a customer’s needspresent the benefits of cable high-speed Internet access during competitive 12. sales calls






» Selling Digital Cable» Selling VoIP and




Recorders






» Online testing



SellHSInter0508

use the appropriate closing technique based on a customer’s buying signs13. apply strategies to effectively manage and overcome common customer objections to cable high-speed Internet 14. service and close the salecreate effective transition statements leading the customer from high-speed Internet service to purchasing 15. additional cable services

COURSE OUTLINE




1. Product Overview Describe the primary advantages of broadband technology and compare and contrast cable high-speed Internet technology with other high-speed Internet technologies

2. High-Impact Openings Given a situation, determine the most appropriate high-impact opening to use to introduce high-speed Internet service, identify the three main components of a high-impact opening and describe how a trigger statement can be used to introduce high-speed Internet service

3. Interviewing Distinguish between open and closed questions and identify the appropriate questions to determine if a customer’s computer equipment meets the minimum requirements to support high-speed Internet service

4. Creating Brief Product Descriptions Apply brief product descriptions to the beginning of a high-speed Internet sales presentation

5. Features, Advantages and Benefits Compare, contrast and apply features, advantages, and benefits to a given customer’s needs

6. Unique Selling Points Match the unique selling points of cable high-speed Internet with a customer’s needs

7. Selling Against the Competition Present the benefits of cable high-speed Internet access during competitive sales calls

8. Closing and Overcoming Objections Use the appropriate closing technique based on a customer’s buying signs, apply strategies to effectively manage and overcome common customer objections to cable high-speed Internet service and close the sale

9. Up-selling and Cross-selling Create effective transition statements leading the customer from high-speed Internet service to purchasing additional cable services


General Education Courses

General...

Education Courses...

Computer KeyboardingOVERVIEW

This online course is ideal for employees with minimal or no typing experience who need to establish basic computer keyboarding skills. Computer Keyboarding emphasizes learning the alphanumeric keyboard, proper technique, speed, control and proofreading.

Delivery Options:1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments.

Completion Time:The maximum time allowed is four months from enrollment. This course is not eligible for extensions.


» possess basic computer keyboarding skills» improve typing speed and accuracy» employ proofreading and text revision techniques» earn one hour of college credit

Ideal for:Employees utilizing computers as part of their daily job performance, including:

» customer service representatives» employees with minimal or no keyboarding skills» personnel in data entry and reporting functions» new hires


1. develop proper touch keyboarding techniques, including alphabet, numbers and symbols

2. key by touch a minimum of 20 wpm with two or fewer errors for one minute3. key by touch a minimum of 20 wpm with three or fewer errors for three minutes4. apply proofreaders’ marks and revise text

COURSE OUTlINE1. Alphabetic Keys

Home row, space bar, enter; E, N, left shift, H, T, period, R, right shift, C, O, W, comma, B, P, G, question mark, X, U, Q, M, V, apostrophe, Z, Y, quotation mark and tab

2. Figure and Symbol Keys1 and 8, 5 and 0, 2 and 7, 4 and 9, 3 and 6, $ and -, number expression, # and /, % and !, (and) and backspace key, & and :, proofreaders’ marks and other symbols


RElATED COURSESStudents completing this course should then enroll in:

» Introduction to PC Applications





» Interactive training and testing software


» Curriculum advising» Instructor support



CompKeyboard1108

Introduction to PC ApplicationsOVERVIEW

Introduction to PC Applications teaches the basics of computer use while also providing a thorough understanding of application suite software. The course covers Microsoft Office, the most common suite of software applications found in the business environment. By completing a series of tutorial exercises, the student will learn how to use Word, Excel, Access and PowerPoint. The course also demonstrates how specific functions can be shared by these applications. While part of Introduction to PC Applications is online, the course also contains a textbook that can serve as an ongoing reference tool for the student.



Completion Time:The maximum time allowed is four months from enrollment. This course is not eligible for extensions.


» have hands-on experience working with Word, Excel, Access and PowerPoint» understand how to optimize the use of personal computers» apply techniques for maintaining and manipulating data in spreadsheets» be capable of sorting and manipulating data in a database» have the ability to create and deliver computer-based presentations» earn three hours of college credit» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:Personnel utilizing computers for data entry, reporting, communication and presentations, including:

» customer service representatives» supervisors and managers» Jones/NCTI student pursuing an associate’s degree


use all the standard applications in Microsoft Office Suite1. create and edit a document using Word2. format a Word document 3. use application tools to arrange text and graphics4. create an Excel worksheet5. manage data utilizing the formulas and functions of Excel6.




Business» Introduction to


Management» Business Law and the

Legal Environment








IntroPCApps1108

work with Excel charts7. create a database8. utilize the filters and query functions of Excel9. create forms and reports using Excel10. create a presentation using PowerPoint11. build and enhance a PowerPoint presentation using application tools such as graphs, WordArt, slide master, 12. transitions and builds, templates and slide timingintegrate elements of Word, Excel Access and PowerPoint 13.

COURSE OUTLINE




1. Exploring the Basics Explore the Windows 2000 system, run software programs and switch between and close them

2. Managing Your Files Format a disk, create and save a file, move, copy, delete and rename a file

3. Browser and Email Basics Use web browser software and web pages, navigate the web and learn about email and email software

4. Word Tutorials Tutorial 1: Creating a Document Tutorial 2: Editing and Formatting a Document Tutorial 3: Creating a Multi-Page Report Tutorial 4: Desktop Publishing a Newsletter

5. Excel Tutorials Tutorial 1: Using Excel to Manage Data Tutorial 2: Working with Formulas and Functions Tutorial 3: Developing a Professional- Looking Worksheet Tutorial 4: Working with Charts and Graphics

6. Integrating Word and Excel Use object linking and embedding (OLE),

embed an Excel chart in a Word document and test and break a link

7. Access Tutorials Tutorial 1: Introduction to Microsoft Access 2003 Tutorial 2: Creating and Maintaining a Database Tutorial 3: Querying a Database Tutorial 4: Creating Forms and Reports

8. Integrating Word, Excel and Access Collect text from Office documents on the

clipboard task pane and importing and exporting data

9. PowerPoint Tutorials Tutorial 1: Creating a Presentation Tutorial 2: Applying and Modifying Text and Graphic Objects

10. Integrating Word, Excel, Access and PowerPoint Preview and print a merged document, create PowerPoint slides from a Word outline, copy and paste an Access query into a PowerPoint presentation and link an Excel chart to a PowerPoint presentation

Stress ManagementOVERVIEW

Work related stress has an enormous impact on job performance and health. Stress Management, a Web Classroom course, is an invaluable resource that teaches working professionals how to better manage and minimize the impact of stress. The course helps people understand how to identify and minimize the negative physiological, emotional and behavioral impact of stress. It also shows how to recognize stress related symptoms and the skills and techniques needed to apply to handle stress. In particular, it provides specific information on how to best manage anger in the workplace. It also demonstrates the relationship between stress and issues such as time management, attitude, assertiveness, exercise and nutrition. Those completing this course will be better able to identify and cope with rising levels of stress and, in turn, maximize their effectiveness on the job.

Delivery Options:1 Web Classroom: Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments.

Completion Time:This course begins on the first Monday of each month. The maximum time allowed is four months from enrollment. This course is not eligible for extensions.

BENEFITSUpon completion, students will:

» understand the impact of stress on work performance and health» recognize physical and psychological symptoms brought on by stress » utilize stress reducing behaviors and techniques» understand how to recognize and cope with stress related anger» earn three hours of college credit» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:This course is ideal for helping employees of any level or job description better deal with stress.


1. compare and contrast the difference between stress mastery and stress management describe the effects of stress on physical, psychological and occupational 2. functioning explain the relationship between ultradian rhythms and relaxation3. explain how the three stress hardiness attitudes of control, commitment and 4. challenge contribute to stress resilience list the targeted stretches to prevent tension headaches5. explain how reframing lowers stress and facilitates problem solving6. identify what contributes to anger on a physical and psychological level7. explain the role of activity level and exercise in affecting weight and set point8.





» Business Communication Skills




» Classroom setting allows you to interact with other students

» Hands-on activities to put learning into practice

» Professor-led instruction



StressMgmnt0508

explain how brainwave frequency ranges relate to states of consciousness9. identify the factors contributing to the rising level of stress in the workplace10. describe Covey’s system for managing time11. describe how assertiveness relates to stress reduction12.

COURSE OUTLINE




1. Understanding Stress Stress mastery vs. stress management

2. All about Stress Stress and illness, negative affects of stress and fight or flight response physiology

3. Breathing Diaphragmatic breathing, breathing variations, breathing and ultradian rhythms

4. Cultivating Awareness The value of self awareness, stress hardiness attitudes, hardiness and stress resistance

5. Acquiring Body Wisdom Cultivating body wisdom, progressive muscle relaxation and the importance of stretching your muscles

6. Looking at the World Differently Reframing activities, giving up being right,

dealing with irrational beliefs and optimism

7. Pathways through Anger The nature of anger and coping with anger

8. Nutrition The seven steps to good nutrition, weight control and set point and behavior modification strategies

9. Exercise The benefits of exercise, types of exercise, determining how much exercise you need, getting yourself motivated and achieving a restful night of sleep

10. Psychotechnologies Biofeedback, double induction hypnotic tapes and light and sound technology

11. Stress Mastery on the Job Factors leading to increased workplace stress and ten faulty assumptions and effective antidotes

12. Time Management Procrastination and time management

13. Assertiveness Assertiveness defined, assertiveness and persuasion, the assertiveness bill of rights, non-verbal aspects of assertiveness, asserting yourself with aggressive people and dealing with the impossible boss

14. The Big Picture The larger conceptual framework

Business Communication SkillsOVERVIEW

Business Communication Skills focuses on developing and improving the essential communication skills needed to perform effectively in a business setting. The course demonstrates how to communicate for specific purposes and to specific audiences using methods such as memos, emails, online chat, letters and faxes. It also teaches the key principles for organizing, writing and revising clear, readable correspondence. The student will learn how to organize, clarify and communicate ideas when delivering good and bad news, selling products or concepts and explaining processes and guidelines.


Completion Time:This course begins on the first Monday of each month. The maximum time allowed is four months from enrollment. This course is not eligible for extensions.


» understand basic grammar and communication skills» effectively communicate to customers and co-workers using a number of online

and traditional communication methods» use communications to clearly organize and communicate ideas» understand the specific uses of and differences between fax, email, memo,

online chat, and letters in communicating » more effectively write, edit and revise communication pieces» know how to create and compile effective guidelines, lists, processes and procedures» earn one hour of college credit» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:Any personnel utilizing computers for reporting or communicating internally within their organizations and employees who need to explain ideas, promote products or present instructions to customers, including:

» customer service representatives» sales representatives» network operations and contact center personnel


1. demonstrate use of basic grammar and proofreading skills 2. draft a message that anticipates the reader’s response 3. understand how to communicate good and bad news 4. write persuasive messages 5. demonstrate how to sell an idea, product or service





» Introduction to Business




» Classroom setting allows you to interact with other students

» Hands-on activities to put learning into practice

» Professor-led instruction



BusComSkills0408

6. summarize how to focus on and address a reader’s needs 7. communicate instructions for goods and services 8. write guidelines and numbered steps 9. demonstrate how to gather and organize information10. evaluate and improve personal writing using guidelines and checklists

COURSE OUTLINE



* Course Placement Pretest Students will be required to pass six placement pretests. Students not passing a pretest will be assigned an additional lesson specific to that pretest

Using Punctuation 1. Period, ellipsis, comma, semicolon, colon, hyphen, dash, question mark, exclamation point, quotation marks, italics, slash, parentheses, brackets, apostrophe and punctuation marks

Checking Mechanics 2. Capitalization, forming plurals, numbers, abbreviations, acronyms, initialisms and spelling

Using the Right Word 3. A... aide, allot... among, amount... augment, average... capital, censor... compare to, complement... continual, controller... device, different from... except, explicit... former, good... insight, insure... lay, lead... man, medal... percent, personal... principal, quiet... seam, set... threw, to... ware, waver... you

Understanding Grammar 241 4. Noun, pronoun, verb, adjective, adverb, preposition, conjunction and interjection

Constructing Sentences 5. The sentence, the subject, the predicate, using phrases, using clauses, using sentence variety, types of sentences and arrangement of a sentence

Avoiding Sentence Errors 6. Agreement of subject and verb, agreement of pronoun and antecedent, shifts in sentence construction, ambiguous wording and nonstandard language

7. Writing Memos, Email, Letters and Faxes Basic memo, expanded memo, guidelines for email messages, email etiquette and shorthand, basic letter and letter formats

8. Writing Good News and Neutral Messages Basic guidelines, announcements or notices, apology, information request, positive reply to an inquiry, thank-you message and update

9. Writing Bad-News Messages Basic requirements, crisis management, negative change announcement, poor results explanation and suggestion rejection

10. Writing Persuasive Messages Request for assistance, sales letter: first contact, following a contact and following a sale

11. Writing Instructions Instructions with a list of materials, for a procedure and for policy procedure

12. Using the Writing Process The process of writing, 10 tips for business writing,

prewriting, drafting, revising, refining and using a checklist

13. Benchmarking Writing with the Seven Traits Strong ideas, logical organization, conversational voice, clear words, smooth sentences, correct copy and reader friendly design


Effective SupervisionOVERVIEW

Imperative for anyone with supervisory responsibilities, this course teaches how to organize and lead others competently and confidently within the broadband industry. By covering human resource challenges such as hiring needs and practices, appraisal, motivation, conflict resolution and stress management, students will learn the critical people skills necessary to function effectively in a supervisory role. Additionally, the course outlines how to develop leadership skills such as effective communication, problem solving, team building and decision making. Case studies apply these lessons to realistic situations within the broadband industry.




» effectively organize, motivate and lead a department» efficiently communicate and delegate to establish and achieve business goals» understand human resource methods and resolve personnel issues» earn three hours of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation» gain 12 BICSI continuing credits for RCDD, RCDD/LAN, RCDD/OSP,

Residential Installer and Installer Level 2/Technician

Ideal for:» aspiring, new and experienced supervisors» frontline supervisors as well as mid-level or senior managers


identify the functions of the management process1. identify significant changes in the composition of the workforce and how they 2. affect the job of the supervisor describe the four ingredients of an MBO program3. explain how a supervisor can reduce business costs4. compare and contrast group vs. individual decision-making5. explain why an organization is centralized or decentralized6. identify key laws and regulations affecting human resources practices7. identify the three most popular sets of criteria supervisors appraise for 8. employee performanceidentify and define five personality characteristics relevant to understanding 9. employee performance at workdescribe the difference between a leader and a supervisor10.




» Introduction to Marketing







» Online testing



EffectSupervn0408

list the barriers to effective communication11. list the five basic techniques for resolving conflict12. list the steps a supervisor can use to change negative employee attitudes13. describe OSHA and its impact on supervisors14. explain job safety problems15.

COURSE OUTLINE




1. Defining the Supervisor’s Job Organizations and their levels, the management

process, changing expectations of supervisors, the transition from employee to supervisor, from concepts to skills and supervisor competencies

2. Understanding Supervisory Challenges in the 21st Century

Global competitiveness, technology enhancements, working in a diverse organization, changing how business operates, thriving on chaos and the good and profitable organization

3. Establishing Goals What is formal planning, productivity, planning and

level in the organization, key planning guides and management by objectives

4. Organizing an Effective Department What is organizing, basic organizing concepts,

organizing your employees and empowering others through delegation

5. Acquiring the Right People Supervisors and the human resources department,

understanding Equal Employment Opportunity (EEO), determining staffing needs, from job descriptions to job specifications, recruiting candidates, employee selection and orientation and training and development

6. Designing and Implementing Controls The control process, types of controls and the focus of control

7. Solving Problems and Making Decisions The decision-making process, styles, decision tools,

ethics in decision making and group decision making

8. Motivating Your Employees What is motivation, understanding individual differences, the early theories of motivation, contemporary theories of motivation, do employees really get what they expect, motivational challenges for today’s supervisors and designing motivating jobs

9. Providing Effective Leadership Understanding leadership, are you born to lead, how

do you become a leader, leadership behaviors and styles, effective leadership, contemporary leadership roles and leadership issues today

10. Communicating Effectively What is communication, methods of communication,

barriers to effective communication, active listening and the importance of feedback skills

11. Supervising Groups and Work Teams What is a group, why do people join groups,

understanding informal work groups, the increasing use of teams and team challenges for supervisors

12. Appraising Employee Performance The purpose of employee performance appraisals, when should appraisals occur, your role in performance appraisals, legal issues in performance appraisals, appraising appropriate criteria, how do you gather performance data, performance appraisal methods, potential problems in performance appraisals and responding to performance problems

13. Ensuring a Safe and Healthy Work Environment The occupational safety and health act, job safety programs, workplace violence, maintaining a healthy work environment, stress and helping the whole employee

14. Handling Conflict, Politics and Negotiation What is conflict, understanding organizational

politics and negotiation

15. Dealing with Change and Innovation Forces for change, two views on the change process

and work-related stress

16. The Supervisor’s Role in Labor Relations What is labor relations and a quick review of

labor relations

Postscript: Personal Development The traditional career path, personal career development and some final words of wisdom

Introduction to BusinessOVERVIEW

Introduction to Business focuses on the critical business knowledge needed to succeed in the broadband industry. Combining broadband industry-specific case studies with textbook business theory, this course explores management, marketing, operations, accounting systems and finance. The student will also learn about ethics in the workplace, human resources, labor relations, managerial styles and strategies for improving job satisfaction and work performance. Students completing this course will be uniquely positioned to understand and manage the critical components of a broadband business.




» understand the fundamental principles that drive, affect and shape broadband businesses

» explain the relationship between marketing processes and consumer behavior» discuss the processes for developing and pricing products» understand how to manage human resources and labor relations» be better prepared to organize, motivate and lead a business group» earn three hours of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Technical and nontechnical leadership personnel who require industry and business knowledge for everyday decision making, including:

» financial decision makers» current managers» aspiring managers


explain the U.S. business system and how business is conducted1. discuss the global context of business2. discuss conducting business responsibly and ethically3. explain how to manage and organize a business4. explain entrepreneurship and the small business5. explain managing human resources and labor relations6. discuss motivating, satisfying and leading employees7. explain marketing processes and consumer behavior8. discuss pricing, promoting, developing and distributing products/services9. discuss quality improvement and production management10.





Management






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discuss accounting and information systems11. discuss money and banking12. discuss securities and investments13.

COURSE OUTLINE




1. Understanding the U.S. Business System The concept of business and profit, the

external environment of business, economic systems, the economics of market systems and economic indicators

2. Business Ethics and Social Responsibility Ethics in the workplace, social responsibility, areas

of social responsibility and implementing social responsibility programs

3. Entrepreneurship, New Ventures and Business Ownership

What is a small business, entrepreneurship, starting and operating a new business, trends, successes and failures in new ventures, non-corporate business ownership and corporations

4. The Global Context of Business The contemporary global economy, international

business management and barriers to international trade

5. Business Management Who are managers, the management process, types

of managers, basic management skills, strategic management: setting goals, formulating strategy, contingency planning and crisis management, management and the corporate culture

6. Organizing the Business What is organizational structure, the building

blocks of organizational structure, establishing the decision-making hierarchy, basic forms of organizational structure, and the informal organization.

7. Operations Management and Quality What operations means today, creating value

through operations, business strategy as the driver of operations, operations planning, scheduling and control, quality improvement and Total Quality Management and adding value through supply chains

8. Employee Behavior and Motivation Forms of employee behavior, individual differences

among employees, matching people and jobs, basic motivation concepts and theories, strategies and techniques for enhancing motivation

9. Leadership and Decision Making The nature of leadership, early approaches and

the situational approach to leadership, leadership through the eyes of followers, special issues in leadership, the changing nature and emerging issues in leadership and leadership, management and decision making

10. Human Resource Management (HRM) and Labor Relations

The foundations of HRM, staffing the organization, developing the workforce, compensation and benefits, the legal context of HRM, new challenges in the changing workplace, dealing with organized labor and collective bargaining

11. Marketing Processes and Consumer Behavior What is marketing, target marketing and market

segmentation, understanding consumer behavior, organizational marketing and buying behavior, what is a product, developing new products, identifying products, the international marketing mix, small business and marketing mix

12. Pricing, Distributing and Promoting Products Determining prices, pricing strategies and tactics,

the distribution mix, wholesaling, retailing, the ascent of the e-intermediary, physical distribution and the importance of promotion

13. Information Technology for Business IT impacts, building blocks, business resources,

information systems, harnessing the competitive power of IT, IT risks, threats and protection measures

14. The Role of Accountants and Accounting Information

What is accounting and who uses accounting information, who are accountants and what do they do, the accounting equation, financial statements, reporting standards and practices and bringing ethics into the accounting equation

15. Money and Banking What is money, the U.S. financial system, the

Federal Reserve System, the changing money, banking system, international banking and finance

16. Securities and Investments Securities market, stocks, bonds, mutual funds,

diversification and asset allocation, buying and selling securities and securities market regulation

Introduction to MarketingOVERVIEW

Introduction to Marketing explores the cornerstone concepts that influence customers’ buying habits. The course describes how broadband companies aim to understand consumers, develop marketing strategies, conduct research and analyze information to target and sell to key market segments. The curriculum combines textbook principles, workbook exercises, industry-specific case studies and real-life situations to show how to translate marketing theory to everyday business. Some of the topics covered include: creating marketing for new products, implementing pricing strategies, handling distribution channels, forming integrated marketing communications with advertising, sales promotion, public relations, personal selling and direct marketing.




» bring a customer-centric approach to business» understand the marketing components of today’s technology-driven businesses» apply marketing strategies and tactics to win, influence and retain customers» understand how to develop and implement successful marketing plans for new

and existing products» earn three hours of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation

Ideal for:Employees directly interacting with the customer or personnel needing a better understanding of what factors influence customer satisfaction, including:» customer service personnel» sales staff» supervisory staff» programming managers» management » technical staff


define marketing and discuss its core concepts1. explain functional planning strategies and assess marketing’s role in strategic planning2. discuss how companies conduct e-commerce to profitably deliver more value to customers3. explain how changes in demographic and economic environments affect 4. marketing decisionsexplain how companies analyze and distribute marketing information5.





» Effective Supervision» Delivering Cable

Services» Cable Network

Overview» Excellence in Customer

Service



» Highly illustrated and easyto read course materials



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understand the consumer market, including the major factors that influence consumer buying behavior6. explain how companies identify market segments and choose a market-coverage strategy7. describe the roles of product and service branding, packaging, labeling and product support services8. explain how companies find and develop new product ideas9.

identify and explain the external and internal factors affecting a firm’s pricing decision10. explain how companies select, motivate and evaluate channel members11. explain the marketing decisions facing retailers and wholesalers12. describe and discuss the major decisions involved in developing an advertising program13. identify the major forms of direct marketing14. explain how companies adapt their marketing for international markets15. describe the principles of socially responsible marketing16.

COURSE OUTLINE




1. Marketing: Managing Profitable Customer Relationships What is marketing, understanding the marketplace and customer needs, designing a customer-driven marketing strategy, preparing a marketing plan and program, capturing value from customers and the new marketing landscape

2. Company and Marketing Strategy: Partnering to Build Customer Relationships Companywide strategic planning: defining marketing’s role, planning marketing, partnering to build customer relationships, marketing strategy and the marketing mix and managing the marketing effort

3. The Marketing Environment The company’s microenvironment, the company’s macroenvironment and responding to the marketing environment

4. Managing Marketing Information Assessing marketing information needs, developing marketing information, marketing research, analyzing marketing information, distributing and using marketing information other marketing information considerations

5. Consumer and Business Buyer Behavior Consumer markets and consumer buyer behavior, business markets and business buyer behavior

6. Segmentation, Targeting and Positioning: Building the Right Relationships with the Right Customers Market segmentations, target marketing and positioning for competitive advantage

7. Product, Services, and Branding Strategy What is a product, product and service decisions, branding strategy, building strong brands, services marketing and additional product considerations

8. New-Product Development and Product Life-Cycle Strategies New-product development strategy and product life-cycle strategies

9. Pricing: Understanding and Capturing Customer Value What is price, new-product pricing strategies, price-adjustment strategies, price changes and public policy and pricing

10. Marketing Channels and Supply Chain Management The nature and importance of marketing channels, channel behavior and organization, channel design decisions, channel management decisions, public policy and distribution decisions and marketing logistics and supply chain management

11. Retailing and Wholesaling Retailing and wholesaling

12. Communicating Customer Value: Advertising, Sales Promotion and Public Relations The promotion mix, integrated marketing communication, shaping the overall promotions mix, advertising, sales promotion and public relations

13. Communicating Customer Value: Personal Selling and Direct Marketing Personal selling, managing the sales force, the personal selling process and direct marketing

14. Marketing In the Digital Age The digital age, marketing strategy in the digital age, e-marketing domains, marketing on the web and the promise and challenges of e-commerce

15. The Global Marketplace Global marketing in the twenty-first century, looking at the global marketing environment, deciding whether to go international, deciding which markets to enter, deciding how to enter the market, deciding on the global marketing program and deciding on the global marketing organization

16. Marketing Ethics and Social Responsibility Social criticisms of marketing, citizen and public actions to regulate marketing and business actions toward socially responsible marketing

Principles of Management OVERVIEW

This course focuses on today’s global, technology-driven business environment, covering topics such as strategic planning and change management. It provides a detailed exploration of what is needed to develop a successful business in a multicultural environment: leadership, setting objectives, decision making, staffing, communication, motivation and organizing. Also, students will draw on management theory in order to apply the organizational concepts that are needed to function effectively as a manager today. The curriculum combines textbook principles with workbook exercises. Industry-specific case studies apply textbook theory to real-life situations.




» employ better decision-making and leadership skills» plan and implement organizational change » understand how to build and organize groups and teams» earn three hours of college credit» receive an industry-recognized Jones/NCTI™ certificate of graduation» gain 12 BICSI continuing education credits for RCDD, RCDD/LAN,


Ideal for:Technical and nontechnical leadership personnel throughout the organization, including:

» current managers» aspiring managers


develop a successful leadership style1. make better decisions affecting the organization2. properly motivate employees to work toward organizational goals3. recognize and address challenges related to multicultural business 4. environments establish effective leadership and business goals5. plan and manage change6. successfully build and lead teams7. improve decision making about staffing8.











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COURSE OUTLINE



1. Managing in the 21st Century What managers do, managing in an era of

competition and change, the future is now, foundations of modern management, classical and scientific management, the behavioral school of management, the quantitative school and toward a situational management theory and the future

2. Managing in a Global Environment Doing business abroad, the manager in an

international environment, the management team in a global business, the global manager and the process of international management

3. Managing in a Cultural and Ethical Environment What determines ethical behavior at work,

creating the right culture, managers and social responsibility and managing diversity

4. Making Decisions Understanding decision making, how managers

make decisions, how to make better decisions and using groups to make better decisions

5. Planning and Setting Objectives The nature and purpose of planning, the

management planning process, how to set objectives, developing planning premises and planners in action

6. Strategic Management The strategic management process, types of

strategies, creating strategic plans and strategic planning in practice

7. Fundamentals of Organizing From planning to organizing, creating

departments, achieving coordination, delegating authority in organizations, tall and flat organizations and the span of control

8. Designing Organizations to Manage Change Moving beyond organic organizations, building

team-based structures, building network-based organizations, boundaryless organizations and federal-type organizations

9. Staffing the Organization Human resource management as a strategic partner, personnel planning and recruiting, selecting employees, orientation and training and other topics in human resource management

10. Being a Leader What do leaders do, the foundations and traits of

leadership, how leaders act like leaders, situational theories of leadership and becoming a leader

11. Motivating Employees Today Need based approaches, process approaches,

learning and reinforcement approaches, motivation in action, how do you motivate today’s employees and what managers should know about individual behavior

12. Communicating in Today’s Organization A communication model, improving interpersonal

communication, organizational communication, improving organizational communication and communicating at the speed of thought

13. Managing Groups and Teams Employee involvement in teams, the building

blocks of groups, how companies use teams at work, how to build productive teams and leading productive teams

14. Managing Organizational and Cultural Change The challenge of organizational change, an

eight-step process for leading organizational change, the leader’s role in organizational and cultural change, using organizational development to change an organization and conflict management techniques

15. Controlling and Building Commitment The role of control in the management process,

two approaches to maintaining control, traditional control systems, how people react to control and using commitment-based control systems

Business Law and the Legal EnvironmentOVERVIEW

Covering eight distinct areas of business-based legal practices, Business Law is a must for executives and management-level employees. The course teaches a practical approach to law that covers topics such as legal procedures and regulations, business transactions, employment and employee relations, contracts, property, business organization and sales. Business Law utilizes a textbook to detail the coverage of law pertaining to general business, and it provides extensive lists of up-to-date Internet resources. Accompanying exercises apply the concepts learned to a cable and broadband setting.




» understand critical elements of e-commerce contracts» recognize the importance of ethics and social responsibility» have a thorough understanding of the role of law in business» recognize how laws apply to a broadband and cable business environment» understand key aspects of how laws affect employees and employers» know the components of contractual obligations, how contracts are written and how they are applied in business» understand the makeup and roles of sole proprietorships, partnerships

and corporations» earn three hours of college credit» receive an industry recognized Jones/NCTI™ certificate of graduation

Ideal for:Executive, management and supervisory personnel, including:

» business operations executives» general managers» human resource professionals» technical operations personnel» call center management

COURSE OBJECTIVES

Upon completing this course students will be able to:explain the meaning of law and give examples of the law in terms of rules and 1. social conduct






TRAINING FEATURES





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describe the effect of law on business and identify portions of the law which are considered to comprise Business Law2. explain the criteria necessary for a valid electronic contract3. distinguish between the federal and the state courts systems and identify the types of courts which make up each system4. distinguish between torts and crimes and identify the necessary components of criminal liability5. describe the nature of torts in a business context and define what is meant by negligence in tort liability6. describe the behaviors necessary to meet current ethical standards7. explain the laws governing equal opportunity to employees8. define the meaning of the term contract and identify the elements of a contract9.

10. define the term mutual assent and identify and describe methods by which an offer can be terminated11. define consideration and identify and discuss circumstances under which a court will enforce an agreement

despite absence of consideration12. define capacity and relate the concept of contractual capacity to the right of insane persons, intoxicated persons,

aliens and convicts13. define legality as it relates to contract law and identify special circumstances under which an illegal agreement

will be upheld14. define reality of consent, duress, undue influence and distinguish between fraud and misrepresentation15. describe the basic elements of a written contract16. distinguish between a condition and a promise and explain the intent of parole evidence17. explain the circumstances under which the court will or will not enforce the rights of third persons and examine

the criteria a court uses in determining the rights18. explain intellectual property and Internet law

COURSE OUTLINE



Legal Heritage and Critical Legal Thinking1.

Constitutional Law for Business and 2. Online Commerce

Traditional, Alternative and E-Commerce 3. Dispute Resolution

Torts and Privacy4.

Business and Cyber Crimes5.

Ethics and Social Responsibility of Business6.

Contracts: Classification, Agreement and 7. Consideration

Contract: Capacity, Legality, Assent and Writing8.

Contracts: Third-Party Rights, Performance, 9. Breach and Remedies

Sales and Lease Contracts: Formation, 10. Title and Risk

Sales and Lease Contracts: Performance 11. and Breach

Warranties, Product Liability and 12. Consumer Protection

E-Commerce Contracts13.

Sole Proprietorships, Partnerships and 14. Limited Liability Companies

Corporations15.

Agency and Employment16.

Equal Opportunity in Employment17.

Intellectual Property and Internet Law18.

Real Property and Environmental Protection19.

Personal Property, Bailments and Insurance 20.


jones ncti training kit

Documents