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General Information

General Information

Workforce Performance Solutions

TaBle oF conTenTs
Technical Installer 1

Installer (with Resource Guide) 1 Techsellence 1 General Safety 1 Customer Service for Technicians 3 Broadband Digital Installer 3 Troubleshooting Advanced Services 3 Computers and Broadband Modems 3 IP Voice 1 Installing SMB Telecom Service 1 High Speed Data Installation 1 Installer Technician 3 Telephone Home Wiring 3 Consumer Digital Electronics 3 Service Technician 3 Return Path Operations 3 Digital Technician 3 Fiber Installation and Activation 3 System Technician 3 Fiber Testing and Maintenance 3 Advanced Technician 3 Broadband HFC Network Testing and Measurements 3 Understanding Voice and Data Networks 3 Exploring Wireless Technologies 3 Introduction to Networking: Home and Peer-to-Peer Networks 3 Introduction to Networking: Local Area Networks 3 Introduction to Networking: Wide Area Networks 3 Internetworking with TCP/IP 3 Introduction to Networking: Wireless 3

cusTomer managemenT and supporT Excellence in Customer Service 3 Cable Network Overview 3 Delivering Cable Services 3

Digital Voice Customer Care: Overview 1 Customer Service Through Troubleshooting 1 Basic Broadband Troubleshooting 3 High-Speed Data Customer Service 3 Advanced High-Speed Data Customer Service 3 Operations Center Technical Support I 3 Operations Center Technical Support II 3 Operations Center Technical Support III 3 Fundamental Selling Skills 1 Selling Against DBS Providers 1 Selling Against DSL Providers 1 Selling High Definition Television 1 Selling Video On-Demand 1 Selling Personal Video Recorders 1 Selling VoIP and Digital Voice Services 1 Selling Digital Cable 1 Selling High Speed Internet 1

general educaTion Effective Supervision 3 Introduction to Business 3 Introduction to Marketing 3 Principles of Management 3
Business Law and the Legal Environment 3 Web classroom courses Introduction to PC Applications 1 Stress Management 1 Technical Writing 1 Technical Mathematics 1 Cultural Diversity in Business 1 Business Writing 1 Time Management 1 Intercultural Communications 1 Interpersonal Communication 1 Business Communication and Report Writing 1 Consumer Behavior 1 Negotiation and Conflict Resolution 1 Principles of Sales 1
Last revised: 01/2012

Online or Web-classroom Course 1 Online/Paper Blend* 3


* All lesson exams and final exams are taken online.

Visit www.jonesncti.com and click FAQ for important information on computer hardware/software requirements and Jones/NCTI course policies.

TOC0310

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

Workforce Performance Solutions

Jones/NCTIs

ProfessIoNal servICes
Our team offers specialized knowledge and expertise through Professional Services that will effectively bring best in class solutions to your organizations projects with a proven return on investment. Our approach to relationships and service delivery helps clients across the globe leverage new opportunities, improve performance and enhance value. The Jones/NCTI Professional Services team has worked with industry leading companies throughout the United States, in various markets, thus bringing a unique talent to your project. Our Education Professionals, Instructional Designers and Technology Specialists are experienced at delivering solution-based products and services to meet your educational, certification and assessment needs.

oUr ProfessIoNal servICes INClUDe:


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Custom Curriculum Development Instructional Design Consulting Instructor-Led Training Product Education and Certification Assessment Programs Paper to e-learning Conversion Testing and Verification Services Career Path Progression Train the Trainer

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THe JoNes/NCTI ProfessIoNal servICes aPProaCH

We pride ourselves on our bright, motivated and committed team of experienced Instructional Design experts and our hands-on approach to solving complex training and education issues. Through our understanding of our customers commercial objectives, the technical issues during implementation of a project and our breadth of knowledge, our Professional Services team minimizes the effort required to implement a project and maximizes a customers return on investment in the product or solution.

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

r tis

P roj e

Jones/NCTI applies a three point process to our services, creating custom workforce solutions for our clients. This process consists of knowledge management, technology expertise and project management. These components are critical to ensuring the solution we provide surpasses expectations while being delivered on-time and within budget.

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Introducing

LogiCALL SMART Path


From Jones/NCTI

LogiCALL SMART Path employs decision tree methodology and tools to guide individuals through effective decision-making processes. Created to improve productivity, LogiCALL SMART Path walks employees through a series of questions and answers to successfully resolve customer inquiries or issues. Real-Time Call Tools Agents use LogiCALL SMART Path while on the phone with a customeror potential customerto provide accurate information and/or troubleshooting steps. Consistent Procedures By providing employees with a consistent process, LogiCALL SMART Path ensures a quick and accurate resolution every time. Reduced Training Costs The delivery of key information and functional steps to employees via LogiCALL SMART Path allows the amount of training time required to be reduced. LogiCALL SMART Path can also be used to deliver updated processes and procedures to employees. Dynamic Setup and Reporting A local administrator is able to easily create and edit process, sales, and/or troubleshooting flows with the LogiCALL SMART Path tree editor. The updates can immediately be made available to employees using the system. Integrates with other Applications LogiCALL SMART Path can be integrated with other applications used by your employees. This integration leads to greater efficiencies within your organization by streamlining processes and reducing duplicate tasks.

Let Intelligent Decisions Guide Your Way To:


4 Improved Profitability 4 Higher Customer Satisfaction 4 Superior Productivity 4 Increased Efficiencies

For more information, call 866.575.7206 or email info@jonesncti.com

Workforce Performance Solutions

Con tra
cto

Contr c ting A a

For more information, call 866.575.7206 or email info@jonesncti.com 9697 East Mineral Ave. Centennial, CO 80112 www.jonesncti.com

en

cy

Improved Customer Satisfaction = Increased Revenue

Introducing the New Installer QualIfIcatIon (IQ) Program from Jones/NCTI


When MSOs, contracting agencies and contractors adhere to quality standards of service delivery, everyone wins... including your customer.

MSO

The IQ Program
The IQ program is designed as a streamlined and effective way to quickly train and confirm the knowledge and skills of installers. Through a series of proctored assessment exams, this program provides MSOs and contracting agencies with the assurance that installers are providing the highest quality customer experience on the first visit. The IQ program provides contractors with full career path development and training opportunities that will increase their breadth of knowledge and earning power. This also helps contracting agencies and MSOs attract and retain the highest quality talent in the industry. With the new IQ Program everyone wins!

BenefIts to Msos:
Promotes consistent service quality across the customer base Improves profitability with reduced truck rolls/service calls Achieves higher customer satisfaction and retention as well as brand recognition Reduces overall training costs Significantly reduces exposure to co-employment claims Create MSO trust in their business and help them to establish high-quality brand equity Win more MSO business with a proven team of well-trained installers Retain the best of the best contract installers Secure the lead position ahead of the competition with more value Great hiring tool for attracting more committed employees

BenefIts to contractIng agencIes:

BenefIts to contractors:
Increases capabilities, breadth of knowledge and earning power Become a certified professional and move to the top of the hiring list Drives job security with top agencies who value their professional know-how Allows them to be seen as a valuable asset due to their ability to deliver high-quality service the first time, in turn dramatically improving profitability for the MSO Self-paced, online format and convenient testing facilities available

to BegIn QualIfyIng, follow these sIMple steps:


Register for an account with Jones/NCTI Schedule your assessment at proctored location OR enroll and complete Jones/NCTI IQ Course Take the assessment If score is 70% or greater, assessment is passed (2 attempts are allowed) If score is less than 70%, additional training is needed Enroll in corresponding course with Jones/NCTI Complete course lessons Schedule and take course final at proctored location
Register and Schedule Assessment

Pass

INSTALLER QUALIFIED

Installer Has 2 Options to Begin Program

Or

Fail

Pass

Enroll & Complete Jones/NCTI IQ Course

Schedule Final Exam

Since I began as an installer in 1982, Jones/NCTI has been my primary source of training in the CATV field. In fact, my education through Jones/NCTI contributed to my recent career advancement to operations manager.
John T. Beck, Operations Manager

IQ Course List
QuIck start Installer (QsI):
This course provides the steps necessary for installing video services. Installers will use the Internet to rapidly develop the valuable skills needed to become productive on the job, accelerating their time-to-field. In an interactive format, the course presents the basics of the drop portion of the cable system, showing the student installations and customer premises equipment connectivity techniques. Estimated time to complete 30 hours

hIgh-speed data InstallatIon:


This course 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 on their new high-speed service. Estimated time to complete 10 hours

Ip VoIce:
This course provides step-by-step training on all aspects of IP Voice service, including preparation, installation in single- and multi-dwelling units, installations in homes with security systems, troubleshooting and safety. In addition to teaching practical application, the IP Voice course outlines the important concepts, theory and history behind the delivery of voice services by the cable industry, with a discussion of the transition of technology from analog to digital and its impact on IP Voice services. Estimated time to complete 16 hours

AVAILABLE NOW!

InstallIng sMB telecoM serVIce:


This course is designed to provide a cost effective, interactive training program that features rich video content of actual installers performing real small/medium business installations and interacting with real customers. Upon course completion, students will receive job-aid materials for on-the-job reference. Estimated time to complete 20 hours

The Installer Qualification (IQ) program from Jones/NCTI has had a positive impact on our operations. Not only are our employees better trained, but we have seen a significant reduction in the amount of chargebacks from our MSO clients. In other words, we are providing superior service and are reducing expenses at the same time.
-Dennis Nolan, Executive Vice President, Operations Support, CableNet Services

ABOUT JONES/NCTI, INC.

Jones/NCTI improves the effectiveness of broadband and cable company employees and contractors by providing corporate training and certification, along with supportive decision tools that aid in assisting customers. Our customers range from cable system operators and technology vendors to technicians and customer service representatives. For more than 40 years, more than 1,500 companies and 300,000 professionals have turned to Jones/NCTI for workforce performance solutions.

Workforce Performance Solutions


IQ-0111

For more information, call 866.575.7206 or email info@jonesncti.com 9697 East Mineral Ave. Centennial, CO 80112 www.jonesncti.com

Certificate and Degree Programs


Advance Your Career Through Professional Education

Jones/NCTIs

Earn college credit while learning job-specific skills through Jones/NCTIs College Program, the only distance-learning, accredited higher education program designed specifically for the broadband and cable industry. The College Program allows individuals to apply virtually all Jones/NCTI courses to college-level certificates and two-year degrees, as well as bachelors, masters and doctorate degrees through Jones International University (JIU). Its the best way to match a degreed education with broadband and cable industry training, no matter your career choice:

Customer Service Rep. Installer Technician

Engineering Sales Administration

Marketing General Management Finance

866.575.7206 jonesncti.com

2011

TECHNICAL CERTIFICATES*
Broadband cable industry professionals wanting to manage line technicians, maintenance technicians, fiber optics technicians, headend technicians and related positions should earn this certificate. Individuals doing so will be qualified to oversee the personnel, processes and technologies used in design, construction, installation, maintenance and service of broadband coaxial and fiber networks. Courses CTC 107 Installer 3 credit hours CTC 109 Installer Technician 4 credit hours CTC 111 Service Technician 4 credit hours CTC 113 System Technician 4 credit hours CTC 127 Fiber Testing and Maintenance 2 credit hours CTC 128 Fiber Installation and Activation 2 credit hours CTC 129 Digital Technician 3 credit hours CTC 165 Advanced Technician 4 credit hours 26 credit hours Total:

BRoAdBANd TECHNoLogy CERTIFICATE

CuSTomER CARE CERTIFICATE

Individuals pursuing customer service management positions should use this option to learn the necessary verbal, written and supervisory skills needed to perform their jobs effectively. Those who earn this certificate will be uniquely qualified within the industry to manage broadband and cable customer service workgroups. Courses CTC 108 Cable Network Overview 1 credit hour CTC 121 Delivering Cable Services 3 credit hours CTC 123 Basic Broadband Troubleshooting 3 credit hours CTC 125 High Speed Data Customer Service 2 credit hours CTC 126 Advanced High Speed Data Customer Service 3 credit hours MAN 212 Negotiation and Conflict Resolution 3 credit hour MAR 111 Principles of Sales 3 credit hours MAR 235 Consumer Behavior 3 credit hours 21 credit hours Total:

* Note: Students who complete these certificates may earn an Associate of Applied Science degree in Broadband Technology and Communication by completing an additional 34 to 39 specified credit hours (see next page for more information).

gET STARTEd TodAy


1. Check with your supervisor on how Jones/NCTI works with your company. Many companies cover the expense of your tuition and offer incentives and raises for graduation from a course. 2. Obtain course descriptions and a Jones/NCTI enrollment application from your supervisor, your companys Jones/NCTI training coordinator, or your human resources department. 3. You can also obtain course descriptions and a course application by clicking on the Products tab of our website, www.jonesncti.com, calling 303.797.9393 or emailing info@jonesncti.com. 4. Fill out the application completely, include your payment and mail to: Jones/NCTI, 9697 East Mineral Avenue, Centennial, CO 80112 5. Your course will be shippedif applicablewithin 48 hours of receipt of payment.

To RECEIvE TRANSCRIpTS:
Once students complete a course with Jones/NCTI, they may obtain transcripts as proof of Jones/NCTI course completion and grade received. If students are transferring their Jones/NCTI courses to a specific college, they can obtain a transcript from ACC. To obtain ACC transcripts, complete an ACC transcript request form and send it to: Admissions and Records, Arapahoe Community College, P.O. Box 9002, Littleton, CO 80160 or fax a request to 303.797.5970 or request transcripts online through ACCs website www.arapahoe.edu. Please allow one week for processing on ACC transcript requests.

ASSoCIATE oF AppLIEd SCIENCE IN BRoAdBANd TECHNoLogy ANd CommuNICATIoN dEgREE FRom ACC
Through our partnership with Arapahoe Community College (ACC), Jones/NCTI is pleased to provide easy access to advanced skills and a college degree. Classes may be completed through online and independent study options. Now you can work full-time while completing a college degree and securing opportunities for your professional growth in the broadband and telecommunications industries. The Associate of Applied Science degree allows Jones/NCTI students to build a degree to suit their specific career goals in the broadband and/or telecommunications industries. The degree allows students to combine courses from a specific certificate track that is based on industry-specific competencies, with electives and general requirements. To begin, the student completes a Jones/NCTI certificate from one of the two degree emphases listed below, combined with general education courses, major courses and restricted electives to earn a minimum of 60 credit hours. The result is a versatile, professional degree that demonstrates both job-specific expertise and general business knowledge. Upon completion, * those who wish to continue their studies may be accepted as juniors to Jones International University. Keep in mind that while most courses are available anytime, others are only offered up to three times per year. Refer to www.jonesncti.com for course schedules and availability. gENERAL EduCATIoN REquIREmENTS ENG 131 or Technical Writing ENG 121 English Composition I MAT 108 Technical Mathematics or Higher level college math course COM 125 Interpersonal Communication CIS 118 Introduction to PC Applications BUS 115 Introduction to Business MAN 116 Effective Supervision CoRE REquIREmENTS MAR 160 Excellence in Customer Service PSY 116 or Stress Management PSY 101 General Psychology I BUS 241 Cultural Diversity in Business BUS 117 Business Writing MAN 117 Time Management 19 credit hours 3 credit hours 3 credit hours 4 credit hours 4 credit hours 3 credit hours 3 credit hours 3 credit hours 3 credit hours 11 credit hours 3 credit hours 3 credit hours 3 credit hours 3 credit hours 1 credit hour 1 credit hour

pLANS oF STudy (SpECIALIzATIoN) Select One


opTIoN A: BRoAdBANd TECHNoLogy* CTC 107 Installer CTC 109 Installer Technician CTC 111 Service Technician CTC 113 System technician CTC 127 Fiber Testing and Maintenance CTC 128 Fiber Installation and Activation CTC 129 Digital Technician CTC 165 Advanced Technician * Complete at least 6 credits of restricted electives opTIoN B: CuSTomER CARE** CTC 108 Cable Network Overview CTC 121 Delivering Cable Services CTC 123 Basic Broadband Troubleshooting CTC 125 High Speed Data Customer Service CTC 126 Advanced High Speed Data Customer Service MAN 212 Negotiation and Conflict Resolution MAR 111 Principles of Sales MAR 235 Consumer Behavior ** Complete at least 9 credits of restricted electives 26 credit hours 3 credit hours 4 credit hours 4 credit hours 4 credit hours 2 credit hours 2 credit hours 3 credit hours 4 credit hours 21 credit hours 1 credit hour 3 credit hours 3 credit hours 2 credit hours 3 credit hours 3 credit hours 3 credit hours 3 credit hours

RESTRICTEd ELECTIvES 6 9 credit hours* COM 220 Intercultural Communication 3 credit hours MAR 111 Principles of Sales 3 credit hours BUS 216 Business Law and the Legal Environment 3 credit hours BUS 217 Business Communication and Report Writing 3 credit hours MAR 216 Introduction to Marketing 3 credit hours MAN 226 Principles of Management 3 credit hours CTC 117 Computers and Broadband Modems 3 credits CTC 118 Broadband Digital Installer 3 credits * Dependent on the plan of study selected (see options, right).

dEgREE ToTAL: 60 62 CREdIT HouRS


Note: Course titles may vary at ACC.

BACHELoR, mASTER ANd doCToRATE dEgREE pRogRAmS FRom JIu


Jones/NCTI also provides access to degree programs through its sister company, Jones International University (JIU), the first fully online university to receive accreditation. Jones/NCTI students can be admitted to JIU with a completed Associate of Applied Science (AAS) degree or by transferring existing credits prior to completing the AAS. JIUs degree programs cover business communication, education and business administration, each with multiple areas of specialization, as follows:

SCHooL oF BuSINESS
Graduate Programs
Master of Arts in Business Communication Entrepreneurship Leadership and Influence Leading the Customer-Driven Organization Project Management Master of Business Administration Accounting Entrepreneurship Finance Financial Analysis Forensic Accounting General Studies Global Enterprise Management Health Care Management Information Security Management Cyber Security Information Technology Management Leading the Customer-Driven Organization Negotiation and Conflict Management Project Management Doctorate of Business Administration Additional certificate offerings: Financial Management Health Care Administration Project Management

SCHooL oF EduCATIoN
Graduate Programs
Master of Education Masters Degrees for Adult Educators and Administrators Adult Education Corporate Training and Knowledge Management e-Learning Technology and Design Higher Education Leadership and Administration Masters Degrees for Licensed Educators Elementary Curriculum, Instruction and Assessment Secondary Curriculum, Instruction and Assessment Education Leadership and Administration K-12 Instructional Technology K-12 English as a Second Language Education K-12 English as a Second Language Specialist: Bilingual Education Masters Degrees Leading to Initial Education Licensure Elementary Curriculum, Instruction and Assessment: Teacher Licensure Secondary Curriculum, Instruction and Assessment: Teacher Licensure Education Leadership and Administration: Principal and Administrator Licensure K-12 Instructional Technology: Teacher Licensure K-12 English as a Second Language Education: Teacher Licensure K-12 English as a Second Language Specialist: Bilingual Education Teacher Licensure Doctorate of Education Adult Education Leadership K-12 Education Leadership Education Specialist in K-12 Education Leadership

WHYSTOPNOW?
Congratulations! Youve gone through the Jones/ NCTI-ACC program. Now make your next move with Jones International University!
Youve earned a special 10% tuition scholarship You can make a seamless transfer of your Jones/NCTI and ACC credits JIU allows you to earn your degree with the ease, convenience and flexibility of online education JIU was the first fully online, accredited university in the U.S.

Undergraduate Programs
Bachelor of Arts in Business Communication Communication Management Sales and Marketing Bachelor of Business Administration Accounting Finance Customer Care Management General Business Health Care Management Sales and Marketing Management Technology Services Management

Additional certificate offerings: 4-Year Accelerated Bachelors-to-Masters* Entrepreneurship (BABC to MABC) Pathways to Accomplished Teaching: Using the National Leadership and Influence (BABC to MABC) Board for Professional Teaching Standards to Improve Leading the Customer-Driven Organization Teaching and Learning (BABC to MABC) Corporate Training and Knowledge Management: Project Management (BABC to MABC) Instructor ibstpi Leadership and Influence (BBA to MABC) Entrepreneurship (BBA to MBA) Corporate Training and Knowledge Management: Global Enterprise Management (BBA to MBA) Training Manager ibstpi Health Care Management (BBA to MBA) e-Learning Technology and Design: Instructional Information Security Management (BBA to MBA) Design ibstpi Information Technology Management (BBA to MBA) English as a Second Language: Curriculum, Instruction Leading the Customer-Driven Organization (BBA to MBA) and Assessment * These programs grant a bachelors degree first. While in the bachelors English as a Second Language: Literacy program, the student completes 12 credits toward their masters degree.

Call us today at 866.665.6637 or visit www.jiu.edu/jonesncti to kick start your next step to your bachelors, masters or doctorate degree!
For more information, go to www.jiu.edu/program-disclosures.

ABouT JoNES/NCTI, INC.


Located just outside of denver, Jones/NCTI improves the effectiveness of broadband and cable company employees and contractors by providing corporate training and certification, along with supportive decision tools that aid in assisting customers. our customers range from cable system operators and technology vendors to technicians and customer service representatives. For more than 40 years, more than 1,500 companies and 300,000 professionals have turned to Jones/NCTI for workforce performance solutions.

Workforce Performance Solutions


NCTICP-1111

For more information, call 866.575.7206 or email info@jonesncti.com 9697 East mineral Ave. Centennial, Co 80112 www.jonesncti.com

Jones/NCTI. Your success is our urgent concern.

We want to hear from you!


Our goal is to make your Jones/NCTI training experience as streamlined and effective as possible; therefore your comments, feedback or suggestions are very important to us. Please contact Customer Care at customercare@jonesncti.com, 866.575.7206 or complete this form and fax it to 303.797.9394. Do you have everything you need to start enrolling students in Jones/NCTI courses?

What can we do to better serve you?

DoNT forgeT...you can enroll your students online. Visit www.jonesncti.com


Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

Contact Information

Contact Information

Workforce Performance Solutions

Contact Information:
For Jones/NCTI ordering, service, questions, concerns or to sign up for a training session, please contact Customer Care at:
Phone: 866.575.7206 Fax: 303.797.9394 Email: customercare@jonesncti.com

For information or questions regarding Jones International University please contact a customer service representative at:
Phone: 800.811.5663 Fax: 303.799.0966 Email: info@jonesinternational.edu

For after hours assistance (for outages only), please contact:


Phone: 866.817.2192 (After hours assistance available from 5:00 p.m.-7:00 a.m. daily)

Workforce Performance Solutions


Contact1208

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

Technical Courses

Technical Courses

Workforce Performance Solutions

Integrated Career Path for Broadband Field Operations


HFC NETWORKS & TECHNICAL OPERATIONS
DIsTRIBUTIon TeCH, RF CoAX HeADenD TeCH TRAnsPoRTATIon TeCH, FIBeR oPTICs

CUSTOMER PREMISES & FULFILLMENT

HEAD END & NETWORK OPERATIONS CENTER


noC TeCH

InsTALLeR/ TeCHnICIAn

Advanced Technician Understanding Voice & Data Networks Broadband HFC- Test & Measurements

Jones/ nCTI Courses


MSO Specific Training MSO Specific Training

Service Technician System Technician Return Path Operations Digital Technician

Installer Online Installer Technician IP Voice HSD Installation General Safety Techsellence Telephone Home Wiring Installing SMB

Broadband Digital Installer Customer Service for Technicians Consumer Digital Electronics Computers and Broadband Modems Troubleshooting Advanced Services Introduction to Networking: P-P Fiber Installation & Activation Fiber Testing & Maintenance Internetworking TCP/IP Exploring Wireless Technnologies

Operations Center Technical Support I, II, & III Introduction to Networking LAN WAN Wireless MSO Specific Training MSO Specific Training

Job Specific Training

Mso
Master Technician BDS

MSO Specific Training

Jones/ NCTI
BPT BPE

Master Technician: Customer Premises Installer Qualification (IQ) Certificate

Master Technician: HFC Networks BTS

Senior Master Technician BTCS

Senior Master Technician DVEP IPEP

Broadband Industry Certificates

SCTE

BPI

PROGRESSING TOWARD:

PROGRESSING TOWARD:
Broadband Technology College Certificate Associate of Applied Science, Broadband Technology Degree

Broadband Technology College Certificate

Broadband Technology College Certificate

PROGRESSING TOWARD: PROGRESSING TOWARD:


Associate of Applied Science, Broadband Technology Degree Associate of Applied Science, Broadband Technology Degree

PROGRESSING TOWARD:
Associate of Applied Science, Broadband Telecom Degree Bachelor of Science in Technology Services Management Degree

Academics

Associate of Applied Science, Broadband Technology Degree

Tools

LogiCALL SMART Path

LogiCALL SMART Path

LogiCALL SMART Path

LogiCALL SMART Path

LogiCALL SMART Path

www.jonesncti.com 866.575.7206

Jones/NCTIs Master Technician Program


YOU CAN BE ONE OF THE BEST
Created as a means to recognize the best of the best, the Jones/NCTI Master Technician Program is an industry-recognized way of identifying a select group of technicians and engineers who have mastered the skills necessary to be regarded as the industrys elite. To be qualified as a Master Technician, industry professionals must successfully complete a defined set of courses related to specific broadband operations. The following recognitions can be earned:

MASTEr TECHNICIAN (MT)


The MT has gained knowledge and expertise in broadband network and drop installation practices and procedures. To qualify, an individual must complete the following courses:
Installer Installer Technician Service Technician System Technician Fiber Installation & Activation* Fiber Testing & Maintenance* Advanced Technician

MASTEr TECHNICIAN, HFC NETwOrkS (MTH)


An expert in HFC network maintenance practices and procedures is qualified to service and maintain two-way analog and digital services in the coaxial distribution system, fiber-optic system and headend. To qualify, an individual must complete the following courses:
Service Technician System Technician Fiber Installation & Activation* Fiber Testing & Maintenance* Advanced Technician Return Path Operations

MASTEr TECHNICIAN, CUSTOMEr PrEMISES (MTC)


The MTC is qualified to install, maintain and troubleshoot analog and digital services in the drop network from the distribution tap to the terminating device at the customers premises. To qualify, an individual must complete the following courses:
Installer Broadband Digital Installer Troubleshooting Advanced Services Computers and Broadband Modems Installer Technician Return Path Operations

SENIOr MASTEr TECHNICIAN (SMT)


The SMT is an unparalleled expert, possessing knowledge on all HFC network and drop installation practices and procedures, and the ability to maintain and troubleshoot the entire system from the customers premises through the headend. To qualify, an individual must complete the following programs/courses:
Master Technician, Customer Premises

* For students having completed Fiber Optics Technician, the course can be substituted for Fiber Installation & Activation AND Fiber Testing & Maintenance

(MTC) Program Master Technician, HFC Networks (MTH) Program Understanding Voice and Data Networks

Workforce Performance Solutions

HOw dO I gET STArTEd?


MT0311

Call 866.575.7206, email customercare@jonesncti.com or visit www.jonesncti.com, go to Products and Services 9697 East Mineral Ave., Centennial, CO 80112

College Credits: 3

installer
oVerVieW

eNhaNCemeNt
Now including

Part of the Master Technician Certification Series

information on digital technologies

The Installer course is the foundation for Jones/NCTIs 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: 1 All learning, lesson and final exams are delivered and taken online. Students will be able to print a job aid/reference guide. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is four months from enrollment.

related CoUrses
Students completing this course should then enroll in: Broadband Digital

Installer Installer Technician Customer Service for Technicians Consumer Digital Electronics

traiNiNg FeatUres
Knowledge-based,

BeNeFits
Upon completion students will: 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 SCTEs Broadband Premises Installer certification receive credit towards Jones/NCTI Master Technician certification Ideal for: newly hired installers experienced technicians and installers interested in a refresher on current installation techniques

broadband and jobspecific content Highly illustrated with high quality video and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes
Upon completing this course, students will be able to: 1. understand the operation of a broadband cable system 2. identify the typical department organizations within a broadband cable company 3. understand the safety regulations, customer service requirements, functions of drop components and connection/interface of customer premises equipment in a broadband drop system

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

CoUrse oBJeCtiVes (Continued)


identify customer concerns and solve customer problems correctly use and maintain all required installation hand and power tools fully understand required ladder inspections and practice safe ladder handling techniques thoroughly comprehend the required pole climbing safety inspections and safe pole climbing procedures identify features, controls and components, perform measurements and properly maintain digital multi meters and signal level meters 9. understand construction of coaxial drop cable and F-connectors and properly install various indoor and environmentally sealed F-connectors 10. safely and correctly perform single resident aerial and underground installations from the tap to the customer premises equipment, following all pertinent safety regulations and recommended practices/procedures 11. interpret digital measurements to evaluate digital signal quality 4. 5. 6. 7. 8.

CoUrse oUtliNe
a. introduction: From dispatch to Customer Premises Professionalism, interacting with dispatch, tools and equipment, vehicle inspection, HFC network overview, cable industry evolution, competitive services and customer education B. Work order 1: aerial disconnect Park safely and courteously, inspect and wear safety equipment, inspect, carry and climb extension ladder, inspect pole and tap, disconnect a drop cable and close a work order C. Work order 2: Underground Basic reconnect Inspect drop cable, connect drop to tap, inspect drop bonding, check for hot chassis, connect CPE, troubleshoot an installation, identify leakage and ingress d. Work order 3: aerial Premium installation Plan and route aerial drop, inspect, adjust and use pole climbing equipment, take digital signal readings at the tap, run and bond cable to a house ground, safely drill wall holes and set up digital video CPE e. Work order 4: Underground high definition installation Plan and route underground drops, locate buried utilities, bury the drop cable, use a time domain reflectometer and DMM and connect HD set-top box, manage stress F. Work order 5: aerial home theater installation Install additional outlets, perform external cabling, use bucket truck at tap, fish cable through interior walls and connect a home theater system g. drop Fiber Fundamentals Identify types and construction of drop fiber, handle fiber optic drop cable properly, splice and terminate fiber optic drop cable h. summary i. Final exam

Install0311

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College Credits: 3

installer (with Resource Guide)


Part of the Master Technician Certification Series

eNhaNCemeNt
Now including

information on digital technologies

oVerVieW
The Installer course is the foundation for Jones/NCTIs 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: 1 All learning, lesson and final exams are delivered and taken online. A printed job aid/reference guide is provided. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is four months from enrollment.

related CoUrses
Students completing this course should then enroll in: Broadband Digital

Installer Installer Technician Customer Service for Technicians Consumer Digital Electronics

traiNiNg FeatUres
Knowledge-based,

BeNeFits
Upon completion students will: 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 SCTEs Broadband Premises Installer certification receive credit towards Jones/NCTI Master Technician certification Ideal for: newly hired installers experienced technicians and installers interested in a refresher on current installation techniques

broadband and jobspecific content Highly illustrated with high quality video and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes
Upon completing this course, students will be able to: 1. understand the operation of a broadband cable system 2. identify the typical department organizations within a broadband cable company 3. understand the safety regulations, customer service requirements, functions of drop components and connection/interface of customer premises equipment in a broadband drop system

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

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CoUrse oBJeCtiVes (Continued)


identify customer concerns and solve customer problems correctly use and maintain all required installation hand and power tools fully understand required ladder inspections and practice safe ladder handling techniques thoroughly comprehend the required pole climbing safety inspections and safe pole climbing procedures identify features, controls and components, perform measurements and properly maintain digital multi meters and signal level meters 9. understand construction of coaxial drop cable and F-connectors and properly install various indoor and environmentally sealed F-connectors 10. safely and correctly perform single resident aerial and underground installations from the tap to the customer premises equipment, following all pertinent safety regulations and recommended practices/procedures 11. interpret digital measurements to evaluate digital signal quality 4. 5. 6. 7. 8.

CoUrse oUtliNe
a. introduction: From dispatch to Customer Premises Professionalism, interacting with dispatch, tools and equipment, vehicle inspection, HFC network overview, cable industry evolution, competitive services and customer education B. Work order 1: aerial disconnect Park safely and courteously, inspect and wear safety equipment, inspect, carry and climb extension ladder, inspect pole and tap, disconnect a drop cable and close a work order C. Work order 2: Underground Basic reconnect Inspect drop cable, connect drop to tap, inspect drop bonding, check for hot chassis, connect CPE, troubleshoot an installation, identify leakage and ingress d. Work order 3: aerial Premium installation Plan and route aerial drop, inspect, adjust and use pole climbing equipment, take digital signal readings at the tap, run and bond cable to a house ground, safely drill wall holes and set up digital video CPE e. Work order 4: Underground high definition installation Plan and route underground drops, locate buried utilities, bury the drop cable, use a time domain reflectometer and DMM and connect HD set-top box, manage stress F. Work order 5: aerial home theater installation Install additional outlets, perform external cabling, use bucket truck at tap, fish cable through interior walls and connect a home theater system g. drop Fiber Fundamentals Identify types and construction of drop fiber, handle fiber optic drop cable properly, splice and terminate fiber optic drop cable h. summary i. Final exam

Install0311

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Techsellence
OVERVIEW
Techsellence is an online course designed to help you remain competitive by expanding sales opportunities while in the customers home. This course teaches field personnel to effectively evaluate each customers 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, lesson 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.

RELATED COURSES
Students completing this course should then enroll in: Installer Broadband Digital

Installer Installer Technician

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:
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

broadband and jobspecific content Video-rich and interactive course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

service ratings increase revenue potential for enhanced services receive an industry-recognized Jones/NCTI certificate of graduation Ideal for: Field personnel, including: technicians installers

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. 2. 3. 4. evaluate each customers situation and use that information for mutual benefit understand why communication skills are as important as technical skills react appropriately to negative customer contact expand their professionalism in the field and give customers one more reason to remain loyal 5. use teamwork and product knowledge to improve customer satisfaction 6. emphasize the importance of their role and highlight creative ways to increase customer satisfaction in light of increasing competition 7. identify how to make customers more aware of enhanced services
(Continued)

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

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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

Techsllnce0910

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General Safety
OVERVIEW
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 workforceand 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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Students will be able to print a job aid/reference guide. Completion Time: The maximum time allowed to complete this course is 90 days from enrollment. This course is not eligible for extensions.

RELATED COURSES
Students completing this course should then enroll in: Installer

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:
comprehend preventative measures and correct use of gear during high-risk

broadband and jobspecific content Video-rich and interactive course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

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 OBJECTIVES
Upon completing this course students will be able to: 1. 2. 3. 4. 5. understand the vital importance and proper use of personal safety equipment properly work with various ladder types, stressing the importance of safety correctly perform life-protecting procedures to follow around power lines understand the subtle safety hazards present on every job and how to avoid them operate their vehicle using proven safety measures
(Continued)

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Workforce Performance Solutions

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COURSE OBJECTIVES (Continued)


6. recognize other situations that may jeopardize safety such as dogs, vehicles and substance abuse 7. evaluate potentially hazardous situations during hot/cold weather and take proper preventative measures

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 Abuse Examining dangers of substance use, examining example of dangerous employee situation, defining substance abuse and reviewing consequences of inaction

GenSafety0311

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Customer Service for Technicians


OVERVIEW
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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

RELATED COURSES
Students completing this course should then enroll in: Broadband Digital

Installer
Installer Technician Service Technician Consumer Digital

Electronics

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:
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 SCTEs Broadband Premises Installer certification

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

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

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

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COURSE OBJECTIVES (Continued)


6. 7. 8. 9. 10. comfortably and effectively investigate the customers interest in communications services list successful techniques for improving resistance to stress explain and demonstrate the features and functions of a universal remote control guide customers in performing computer and software start-ups 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 customers 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

CustServTechs0910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

College Credits: 3

Broadband digital installer


Part of the Master Technician Certification Series

reCommeNded PrereQUisite
Installer

oVerVieW
Broadband Digital Installer introduces the basics of the triple-play installation of digital television, high-speed Internet and cable telephone services. This course presents typical connection schemes and functions of home theater components, twisted-pair wire properties, Data Over Cable Service Interface Specification (DOCSIS) cable modems and the basics of Voice over Internet Protocol (VoIP). Electronics intended for entertainment in the customers home have 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 (STB), DVRs, DVDs and audio/video receivers. Students will also learn what is involved in certifying the reliability of the drop for high-speed Internet and cable telephony service and the extensive step-by-step installation procedures for each service. Detailed lessons describe twisted-pair cable with accepted installation practices when used for high-speed Internet and telephone installations. Lastly, the course teaches students special considerations when installing cable telephone service in homes that have monitored alarm systems. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

relAted CoUrses
Students completing this course should then enroll in: Installer Technician Computers and

Broadband Modems Understanding Voice and Data Networks Troubleshooting Advanced Services

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will:
effectively connect and operate various consumer video equipment using a

variety of connection methods


confidently install and tap into existing twisted and un-twisted copper

broadband and job-specific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

telephone and data cables in a customer premises


fully comprehend the initialization and authorization of a DOCSIS cable

modem and EMTA


be able to install VoIP telephone service at the customer premises over a

PacketCable architecture, even with a monitored alarm system


earn three hours of college credit receive an industry recognized Jones/NCTI certificate of graduation receive credit toward Jones/NCTI Master Technician certification

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

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

CoUrse oBJeCtiVes
Upon completing this course, students will be able to: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. list the preferred connections of customer premises equipment in order of picture and audio quality recognize how digital rights management can influence the digital connection recognize the advantages of connecting audio hardware components using digital interfaces identify six key television settings that may need to be configured list examples of setup options that need to be coordinated between interconnected devices describe untwisted and twisted-pair cable, their color codes and their applications describe the different categories and levels of twisted-pair cable describe the different wiring configurations of twisted-pair cable at a jack and modular connector specify the techniques, precautions, standards, options, tools and materials used when installing unshielded twisted-pair cable describe the features of Data Over Cable Service Interface Specifications (DOCSIS) version identify the client and the server in the DOCSIS architecture describe how cable modem data is transpor ted in the cable network describe the initialization and authorization process of a cable modem describe the steps required to certify the reliability of a customers cable drop system for cable modem and telephone services instruct the customer how to most effectively use the newly installed high-speed broadband Internet access service describe how packet switching compares to circuit switching technology describe how PacketCable is different from other VoIP services list the three networks in PacketCable 1.0 architecture describe the benefits of a PacketCable managed Internet protocol network describe what must be considered during a cable telephone installation if the customer has a monitored alarm system

CoUrse oUtliNe
1. Connecting Consumer electronics Making video connections, audio connections and connecting consumer electronics equipment 2. operating Consumer electronics Identifying video device source selections, understanding menu features exploring video viewing options and analyzing remote controls 3. introducing twisted-Pair inside Wiring Introduces the network interface device, untwisted and twisted-pair cables, twisted-pair cable hardware and routing topologies 4. installing twisted-Pair inside Wiring Pre-qualifying existing telephone and broadband services, describing twisted-pair installation tools, routing and attaching unshielded twisted-pair cable, adding a modular telephone jack, installing modular telephone line cord plugs and data plugs on unshielded twisted-pair cable 5. introduction to doCsis An overview of the origins of DOCSIS modems, the DOCSIS architecture, the different versions of DOCSIS and the initialization and authorization of a DOCSIS modem
BrdDigiInstaller0311

6. installing a doCsis modem Qualification of the cable drop for cable modem service, suggestions to reduce upstream noise, locating and activating the cable modem and educating the customer 7. introducing VoiP Exploring the world of VoIP, understanding cable telephonys evolution from CBR to VoIP and understanding how the PacketCable VoIP service differs from other VoIP services 8. installing VoiP Exploring VoIP pre-installation issues, installing the embedded multimedia terminal adaptor (EMTA), and connecting it into the customers telephone network 9. 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

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

College Credits: 3 reCommeNded PrereQUisites


Installer Technician Broadband Digital

troubleshooting Advanced services


oVerVieW

Installer
Computers and

Part of the Master Technician Certification Series

Broadband Modems
Return Path Operations

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, EMTAs and NIUs, providing step-by-step instruction on finding and repairing problems. The six-step troubleshooting process is explored and applied to EMTA troubleshooting with installation and post-installation case studies. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

relAted CoUrses
Students completing this course should then enroll in: Service Technician Fiber Installation and

Activation
Fiber Testing and

Maintenance
Digital Technician

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will:
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 SCTEs Broadband Distribution Specialist, Broadband Premises Installer and Broadband Telecom Center Specialist certifications receive credit towards Jones/NCTI Master Technician certification

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

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

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

CoUrse oBJeCtiVes
Upon completing this course, students will be able to: 1. explain the basics of quadrature phase shift keying and quadrature amplitude modulation schemes and their respective data transfer rates 2. access the digital set-top terminal diagnostic screen through the front panel controls of the digital set-top terminal and with the remote control 3. delineate four different kinds of digital set-top problems that disrupt digital services 4. display and interpret digital measurements 5. interpret a constellation display 6. list the tools, including software, needed to troubleshoot PCs 7. use a cable modem system analyzer to verify provisioning and register with the cable modem termination system 8. differentiate the four types of noise that may be encountered in a telephone system 9. describe how to troubleshoot common VoIP problems 10. use a twisted-pair cable tester to test circuit faults on twisted-pair cable utilizing one of three different wiring 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 settop 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 10. troubleshooting the mtA/emtA Exploring the EMTA troubleshooting process and reading EMTA status indicators

TrblAdSrv0211

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

College Credits: 3

Computers and Broadband Modems


Part of the Master Technician Certification Series

relAted CoUrses
Students completing this course should then enroll in:

oVerVieW
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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is six months from enrollment.

Troubleshooting Advanced Services or IP Voice or Telephone Home Wiring Installer Technician

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will: more effectively troubleshoot basic personal/business 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 SCTEs Broadband Premises Installer and Broadband Telecom Center Specialist certifications earn three hours of college credit receive an industry-recognized Jones/NCTI certificate of graduation receive credit toward Jones/NCTI Master Technician certification Ideal for: Personnel who need to learn about installing high-speed Internet access services including: installers installer technicians technical service representatives

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes
Upon completing this course students will be able to: 1. identify the four basic functions of the PC 2. explain how devices outside the computer case are connected to the PC 3. identify the three types of software used in a PC 4. compare and contrast soft and hard boots 5. identify four system resources that aid in the communications between hardware and software 6. understand how the categories of physical memory are housed on the system board and expansion boards 7. understand how memory is used by Windows

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

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CoUrse oBJeCtiVes (Continued)


8. 9. 10. 11. 12. 13. 14. understand how to use standard resources on a computer system when installing add-on devices describe the DOCSIS standard and how it originated define quality of service and its role in the continuous transmission of high-speed data describe the features of DOCSIS versions identify the client and the server in the DOCSIS architecture describe how cable modem data is transported in the cable network describe the initialization and authorization process of a cable modem

CoUrse oUtliNe
1. introducing Hardware Understanding the central processing unit, explaining personal computer hardware used for input and output and personal computer hardware inside the computer case 2. introducing operating systems Learn about different Operating Systems (OS), how they are designed to work, and what they do, understand different components of an OS and how an OS provides the interface that the user and applications need to command and use hardware components 3. Form Factors, Power supplies and Working inside a Computer Understand computer case form factors, motherboards and power supplies, learn how to take a computer apart and put it back together, understand how to service computer hardware and protect yourself and equipment against electrical shock 4. All About Motherboards Understand the different features of the motherboard, sometimes referred to as the mobo by techies, as well as how the firmware on the motherboard controls the boot process 5. Upgrading Memory Examine the different kinds of physical memory and how they work, understand how to upgrade memory and how to troubleshoot problems after installation 6. supporting Hard drives Learn about the technologies used inside a hard drive and how data is organized on the drive, how a computer communicates with a hard drive, how hard drives work together as an array and how to solve hard drive problems 7. installing and supporting input/output (i/o) devices Learn about the general approach to take when installing and supporting I/O devices, understand the different types of I/O devices and their characteristics and how to troubleshoot I/O devices 8. Multimedia devices and Mass storage Examine multimedia devices, what they can do, how they work and how to support them, learn about storage devices such as CDs, DVDs and removable drives including installation and troubleshooting 9. PC Maintenance and troubleshooting Understand operational procedures to keep you, other people, the equipment and environment safe, understand how to approach and solve a PC problem 10. introduction to doCsis An overview of the origins of DOCSIS modems, the DOCSIS architecture, the different versions of DOCSIS and the initialization and authorization of a DOCSIS modem 11. installing a doCsis Modem Qualification of the cable drop for cable modem service, suggestions to reduce upstream noise, locating and activating the cable modem and educating the customer

CompBBModems0911

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

RECOmmENdEd PREREQUISITE

IP Voice
OVERVIEW
The IP Voice course is comprised of four sections covering the delivery of telephone service using Voice over Internet (VoIP) technology through broadband cables managed network. The IP Voice course uses full-motion video and animation to closely mirror a hands-on learning environment. The video provides detailed and realistic demonstrations of the critical skills needed by an installer to successfully deliver voice service. Learners ride along with an installer as he takes them step-bystep through all the aspects of IP Voice service, including: preparation, installation in single- and multi-dwelling units, homes with security systems, troubleshooting, and safety. This well-rounded approach to understanding IP Voice services ensures learners comprehend both the how and why of the job they are performing. Delivery Options: 1 All learning, lessons and final exams are delivered and taken online. Students will be able to print a job aid/reference guide. Completion Time: The maximum time allowed is 120 days from enrollment. This course is not eligible for extensions.

Installer

ThIS COURSE IS PaRT OF ThE INSTallER QUalIFICaTION (IQ) SERIES.


Students completing this course should also enroll in: Consumer Digital

Electronics Installer Technician Installing SMB Telecom Service High-Speed Data Installation

TRaINING FEaTURES
Knowledge-based,

BENEFITS
Upon completion students will:
be prepared to install and support IP Voice service understand the various wiring configurations that are necessary to provide IP

Voice service
utilize the correct safety procedures during IP Voice service installation use this course to help prepare for SCTEs Broadband Premises Installer

certification
receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for: Technical personnel installing and supporting the cable operators VoIP telephone service, including: installers technicians contractors technical management

broadband and jobspecific content Video-rich and interactive course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. 2. 3. 4. 5. define and describe IP Voice service describe and identify the tools and equipment used to deliver IP Voice service identify types of wiring commonly used in IP Voice installations describe the two basic types of house wiring schemes describe what must be addressed before or during the installation of IP Voice
(Continued)

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COURSE OBJECTIVES (Continued)


6. describe the process for installing and activating the embedded multimedia terminal adapter (EMTA) and connecting it into the existing premises wiring 7. explain how to install IP Voice in a customer premises with a monitored alarm system 8. explain basic rules of how to troubleshoot various IP Voice service problems

COURSE OUTlINE
1. Background and Basics of IP Voice Introducing IP Voice as the cable industries Voice over Internet Protocol (VoIP) solution that is comparable to that of the legacy telephone providers, explaining the conversion of analog voice to data packets and the packets delivery over the cable operators private IP network, explaining the benefits and features of using the PacketCable architecture, introducing the embedded multimedia terminal adapter (EMTA), discussing EMTA function and operating requirements, listing, describing, providing and demonstrating the basic hand tools, test equipment, wiring and hardware used during an IP Voice installation and describing the different types, categories and components of twisted-pair cable and wiring polarity 2. Preparing to Install IP Voice Describing what to check on the work order, listing what should be in the truck before leaving the office each day, defining customer service and interactions between the installer and the customer from the initial meeting to the closing of the work order, describing how e911 emergency services work with IP Voice and explaining it to the customer 3. Installing IP Voice Explaining how to safely follow step-by-step installation procedures at the tap, ground block and in the customer premises, recognizing causes of problems in the coaxial cable drop system, describing how to prevent problems, measuring and recording signal levels, replacing F-connectors, installing drop tags and the EMTA into the existing premises wiring and toning, testing the wiring to identify its routing, learning how and when to use straight through and crossover jumpers and verifying that the service is installed and working properly 4. Special Situations Explaining how IP Voice and the EMTA is to be connected into monitored security alarm systems, learning about potential alarm system problems and how to avoid them, describing the EMTA installation in an MDU along with installation restrictions and possible solutions, troubleshooting an IP Voice service with no dial tone, noise on the line and continuous dial tone, describing some of the test equipment used to troubleshoot wiring problems and common wiring errors and learning about different devices to test and troubleshoot IP Voice problems

IPVoice0311

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REcOMMENdEd PREREQUISITES

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, theres a catch. There is not only stiff competition to provide business-class service, but the business customers 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.

Installer IP Voice

ThIS cOURSE IS PaRT OF ThE INSTallER QUalIFIcaTION (IQ) SERIES.


Students completing this course should also enroll in: Installer Technician Telephone Home

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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Students will be able to print a job aid/reference guide. Completion Time: Varies based on the students self study pace, however, the maximum time allowed is three months from enrollment.

Wiring Consumer Digital Electronics HSD Installations

TRaINING FEaTURES
Knowledge-based,

BENEFITS
Upon completion, students will: able to install SMB telecom service 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 management support groups day of install sales engineers

broadband and jobspecific content Video-rich and interactive course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

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cOURSE OBJEcTIVES
Upon completing this course the student will be able to: understand how business service is different from residential telephone service describe the critical tasks involved in providing outstanding customer care describe the business processes involved in provisioning business telephony understand the types of equipment and wiring found at a typical business explain the purpose of rights-of-way, easements and property covenants define building, equipment, distribution and station wiring types and methods describe the tools technicians use to install business telephone services describe how to analyze building drops and building interfaces to make sure that they conform to the pre-field inspection report 9. describe issues related to connecting customer premise security systems to the new telephone service 10. explain troubleshooting procedures that help resolve problems with business telephone service 1. 2. 3. 4. 5. 6. 7. 8.

cOURSE OUTlINE
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Defining Business Telephony Understanding Commercial Buildings and Building Wiring Distribution Blocks and Station Jacks Defining the Tools Involved in Delivering Service Customer Telephone Equipment Customer Care The Business Process Business Telephony Installation Security Alarms Troubleshooting

SMBTelecom0910

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High-Speed Data Installation


OVERVIEW
The High-Speed Data Installation course introduces the fundamentals of high-speed data 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 (CMTS) and more. The student will also learn how to effectively educate customers on the new high-speed service. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is four months from the date of enrollment.

RECOmmENDED PREREQUISITE
Installer

THIS COURSE IS PaRT OF THE INSTallER QUalIFICaTION (IQ) SERIES


Students completing this course should also enroll in: IP Voice Installing SMB

Telecom Service

BENEFITS
Upon completion students will:
effectively answer customer questions regarding broadband high-speed data

TRaINING FEaTURES
Knowledge-based,

service in the home


understand how to install and troubleshoot high-speed data 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 SCTEs Broadband Premises Installer

certification receive an industry recognized Jones/NCTI certificate of graduation Ideal for: Personnel who need to learn about installing broadband high-speed data service, including: installers and technicians advanced services installers and technicians high-speed data installers and technicians

broadband and jobspecific content Highly interactive video simulations and animations Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. define and describe high-speed data service 2. define and describe cable modem system components 3. identify and choose the correct tools and equipment used in high-speed data service installations 4. interact professionally with the customer 5. perform an interior and exterior site survey before installing high-speed data service 6. locate and mitigate ingress and egress 7. choose the correct tools and equipment for the installation of high-speed data service 8. set up a customer high-speed data and e-mail account

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

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COURSE OBJECTIVES (Continued)


9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. activate an EMTA for high-speed data service describe the classifications, properties, wiring schemes, and components of twisted-pair cable attach a modular RJ-45 plug to a twisted-pair cable rewire an RJ-45 wall jack troubleshoot twisted-pair high-speed data installations connect multiple devices to a single cable modem Internet connection recognize basic modem emulator functions interpret information obtained by a modem emulator use a modem emulator to conduct a return test list devices that can conduct a return test apply the divide and conquer troubleshooting method describe house amplifiers and their properties connect a wireless router describe packet loss recognize HSD modem requirements

COURSE OUTlINE
1. Introduction to High-Speed Data Introducing the high-speed data product and its value to the cable operator, describing promotions and premium services, defining the competition and inspect and operate a company vehicle in a professional manner 2. Upgrading to High-Speed Data Service Review good customer practices and skills, qualifying the signal at the wall outlet for high-speed data service, inspecting a drop to ensure compliance with company and industry standards, identifying equipment needed to install high-speed data service, attaching the cable modem to customer premises equipment, describing twisted-pair Ethernet cables, activating the cable modem for high-speed data service, verifying high-speed data service and providing high-speed data service customer education 3. activating an EmTa for High-Speed Data Service Gathering the equipment for twisted-pair service, describing an EMTA, identifying the MAC address for EMTA registration, describing twisted-pair cable test equipment, identifying a twisted-pair line, distinguishing between a straight-through and crossover twisted-pair cable, identifying twistedpair cable plugs and jacks, identifying twisted-pair handling practices, identifying twisted-pair wiring errors, connecting customer premises equipment to the EMTA and connecting the EMTA to the computer 4. Troubleshooting High-Speed Data Service Probing the customer to learn more about the problem, using a cable modem emulator to troubleshoot, identifying and resolving high-speed data problems, recognizing proper application of house amplifiers and connecting a wireless router to a cable modem

HSpdDataInstall0910

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College Credits: 4

installer technician
Part of the Master Technician Certification Series

reCommeNded PrereQUisite
Installer

oVerVieW
Installer Technician focuses on maintaining reliability in the installed drop system. The 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 how to detect and troubleshoot signal leakage along with 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/ NCTIs Installer course. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

eNhaNCemeNt
Now including

information on digital technologies


Students completing this course should then enroll in: Service Technician Return Path Operations Consumer Digital

related CoUrses

Electronics

traiNiNg FeatUres
Knowledge-based,

BeNeFits
Upon completion students will: 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 SCTEs Broadband Premises Installer and Broadband Distribution Specialist certifications earn four hours of college credit receive an industry-recognized Jones/NCTI certificate of graduation receive credit toward Jones/NCTI Master Technician certification

Ideal for: Technical personnel, including: installers maintenance technicians

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes
Upon completing this course, students will be able to: 1. understand and apply basic DC electronic theory, perform Ohms law calculations and discuss relevant broadband cable applications 2. perform basic cable math calculations 3. explain dB and dBmV fundamentals and broadband cable applications and perform gain and loss calculations 4. recognize the impact of signal leakage and use a signal leakage detector to identify and troubleshoot signal leakage from the tap into the customer premises 5. identify, locate and repair common problems from the customer premises equipment to the tap in both single dwellings and MDUs
(Continued)

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CoUrse oBJeCtiVes (Continued)


6. understand the theory of operation of line extender amplifiers and explain the functions of amplifier passives and actives 7. identify the role of national and international organizations in establishing and implementing 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, decimals and Fractions Reviewing positive and negative numbers and understanding common and decimal fractions 5. Using equations and Powers of Numbers Using equations and powers of numbers 6. Understanding electrical Circuits Understanding circuit essentials, differentiating current flow conditions, defining current types and understanding circuit graphics 7. Understanding resistance Understanding, changing and controlling resistance 8. Using ohms law for Power and energy Describing basic electrical characteristics, working with Ohms law, solving power equations and solving an energy equation 9. dC series Circuits Circuit requirements, characteristics and calculations 10. 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 11. Using dB and dBmV Working with dBmV and performing signal level calculations 12. detecting signal leakage Reviewing signal leakage basics, selecting and operating signal leakage detection equipment and eliminating signal leakage 13. 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 14. troubleshooting drop grounding, traps and taps Recognizing and correcting grounding system, trap and tap problems 15. troubleshooting hum modulation and Flashing Pictures Recognizing and correcting hum and flashing problems 16. troubleshooting drop ingress Recognizing ingress, identifying possible causes of droprelated ingress and isolating the cause of ingress 17. troubleshooting Beats and snowy Pictures Troubleshooting active beats and troubleshooting snowy pictures 18. 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 19. 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 20. analyzing analog tV Pictures Recognizing basic picture distortions, understanding basic sound distortions and dealing with other sound and picture problems 21. telecommunications standards and electronics Identifying telecommunications standards, understanding electronic communication and outlining communication system parameters

InstallTech0112

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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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

RECOmmENdEd PREREQUISITES
IP Voice

RELATEd COURSES
Students completing this course should then enroll in: Installer Technician Broadband Digital

Installer Computers and Broadband Modems Understanding Voice and Data Networks

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:
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 SCTEs Broadband Premises Installer

certification
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

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. list and explain characteristics of different types of telephones 2. describe untwisted-pair and twisted-pair telephone wire, their applications and color code 3. explain the purpose and applications of the ANSI/TIA/EIA-570B Residential Telecommunications Infrastructure Standard 4. install modular plugs/jacks on inside wiring data cables using ANSI/TIA/EIAT568-A and T568-B wiring configurations 5. identify the characteristics of shorts and crosses and open circuits within a twisted-pair inside wiring system 6. describe three types of twisted-pair inside wiring errors 7. describe wiring topologies commonly used for twisted-pair inside wiring
(Continued)

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COURSE OBJECTIVES (Continued)


8. use a tone generator and an inductive amplifier probe to perform a telephone line test/polarity test and identify twisted-pair conductors 9. use a twisted-pair cable tester to test circuit faults on twisted-pair cable utilizing one of three different wiring configurations and interpret test results 10. understand the potential problems associated with installing telephony in homes with electronic security systems

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

TeleHmeWir0910

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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 customers home has changed significantly over the past few years. This course will dissect consumer 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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is six months from enrollment.

RECOmmENDED PREREQUISITES
Installer Installer Technician

RELATED COURSES
Students completing this course should then enroll in:

Broadband Digital Installer Service Technician Digital Technician

TRAINING FEATURES
Knowledge-based, broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

BENEFITS
Upon completion students will: 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 SCTEs Broadband Premises Installer certification 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

COURSE OBJECTIVES
Upon completing this course the student will be able to: 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 combinations 10. understand the basic functional components and operation of a VCR and VCR+ 11. describe the difference between red and blue laser DVD technology
(Continued)

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COURSE OBJECTIVES (Continued)


12. understand the potential of video game consoles as an integral part of a home theater 13. explore the video storage attributes of hard drives and flash media 14. explain the BTSC standard, analog and digital sound and the AC-3 surround sound standard 15. list features of A/V receivers and speakers 16. determine how to properly lay out a home theater system 17. recognize common set-top box features 18. use set-top box diagnostics to their full potential 19. understand why MoCA is the preferred home networking technology for the cable industry 20. understand the order of preference when making connections 21. recognize how digital rights management can influence the digital connection 22. recognize the advantages of connecting audio hardware components using digital interfaces 23. connect any equipment by understanding signal flow 24. identify six key television settings that may need to be configured 25. list examples of setup options that need to be coordinated between interconnected devices 26. 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

ConDigiElectronics0909

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COLLEGE CREdITS: 4

Service Technician
OVERVIEW

Part of the Master Technician Certification Series

RECOmmENdEd PREREQUISITE
Installer Technician

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. Fiber optics, fiber networks and fiber to the home topologies are also covered. Delivery Options: 3 Learning takes place using a textbook and instructional videos. Lesson and final exams are taken online. This course comes enhanced with instructional videos that complement the reading, and provide over 40 hours of in-depth instruction, developed by an expert in the field. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

RELATEd COURSES
Students completing this course should then enroll in: Digital Technician System Technician Fiber Installation and

Activation Fiber Testing and Maintenance

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will: 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 SCTEs Broadband Distribution Specialist certification receive an industry-recognized Jones/NCTI certificate of graduation receive credit toward Jones/NCTI Master Technician certification Ideal for: Broadband technicians and other technical personnel involved in maintaining the distribution system, including: service technicians line technicians plant maintenance technicians installer technicians

broadband and jobspecific content Highly illustrated and easy to read course materials enhanced with online videos Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. understand and apply AC electronic theory, perform electronic calculations and determine electronic broadband cable system applications 2. explain the theory of operation of line passives and calculate the input signal level, signal loss and output signal level of line passives from a design map 3. explain physical characteristics of hardline coaxial cable, calculate the attenuation of the cable for various lengths and temperatures and connectorize the cable (Continued)

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COURSE OBJECTIVES (Continued)


4. splice active and passive devices and activate the broadband cable system network 5. explain the theory of operation of standby and non-standby power supplies, perform preventive maintenance and calculate AC input voltages to amplifiers from a design map 6. explain the theory of operation and operate digital signal analyzers and time domain reflectometers 7. explain the theory of operation and perform setup procedures to rough-balance distribution amplifiers used in HFC distribution networks 8. explain the theory of operation and perform setup procedures to rough-balance line extender amplifiers used in HFC and tree-and-branch topologies 9. explain the optical active and passive components of fiber-optic networks and the applications of various fiberoptic 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. Alternating Current Understanding AC power and waveforms 3. AC Waveform Fundamentals Characteristics and values 4. Resistive AC Circuits Basic relationships, eddy currents, skin effect and sample problems 5. Inductance and Transformers Induction, inductance, inductors and transformers 6. Capacitance Capacitance and capacitors 7. Examining Hardline Coaxial Cable Learning mechanical and electrical properties of hardline cable 8. Coaxial Cable Connectorization Selecting proper connectors and adapters, preparing to connectorize coaxial cables, installing connectors and weatherproofing 9. Reactances Inductive reactance, eapacitive reactance and inductive/ capacitive reactances 10. Working with Hardline RF Splitters Identifying splitter types and components, examining splitter electrical characteristics, understanding the theory of splitter operation and considering applications 11. RF directional Couplers and Power Inserters Directional couplers and power inserters 12. 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 13. 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 14. 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 15. Powering Cable Networks Examining ferroresonant power supplies, AC power insertion methods and performing powering calculations 16. Semiconductor materials and P-N Junctions Examining semiconductor material, examining N-type and P-type semiconductors and examining the P-N junction 17. Investigating diodes and diode Circuits Examining the basic concepts of diodes, sinusoidal inputs and zener diodes, rectifying, switching and exploring special purpose diodes 18. Using digital Signal Analyzers Describing digital measurements, operating the digital signal analyzer and using cable modem analyzers 19. 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 20. measuring Signal Leakage Signal leakage overview, measurement equipment and preventing and repairing signal leakage 21. Understanding Fiber Optics and HFC Networks Introducing fiber optics, constructing fiber networks, the evolving HFC network and optimizing the HFC network 22. developing Prevention Programs Ensuring safety awareness, monitoring leakage, stressing preventive maintenance and reducing outages and theft

ServiTech1011

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Return Path Operations


Part of the Master Technician Certification Series

RECOmmENdEd PREREQUISITES
InstallerTechnician Fiber Installation and

Activation

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 revenue sources and services such as video-on-demand (VOD), highspeed data (HSD) and telephony. The student will learn what can jeopardize the return path performance including ingress, laser operations, noise, system alignment and installation of equipment at the customer premises. The course also describes how the operation of the return path has transformed to becoming integral to the successful and reliable operation of cable modems, VOD, telephony and many other services via the broadband HFC network. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

RELATEd COURSES
Students completing this course should then enroll in: Broadband Digital

Installer Service Technician System Technician Fiber Testing and Maintenance

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:
gain the knowledge to troubleshoot the return path maximize revenue by maintaining optimal performance levels of premises

equipment improve customer satisfaction levels with new and legacy premises equipment help speed the rollout of new services that utilize the return path receive credit towards Jones/NCTI Master Technician certification receive an industry recognized Jones/NCTI certificate of graduation use this course to help prepare for SCTEs Broadband Distribution Specialist (BDS) and Broadband Transportation Specialist (BTS) certifications

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 system technicians high-speed data technicians installers network technicians

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. describe the return path signal flow and major transmission elements 2. explain the concept of long-loop automatic gain control and how it is used to establish RF levels from cable modems, embedded multimedia terminal adapters (EMTA), and set-top boxes (STB) (Continued)

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COURSE OBJECTIVES (Continued)


3. explain the concept of funneling on the return path 4. discuss procedures for improving overall return path performance, including use of high-pass filters and step attenuators 5. explain how test equipment for return path alignment measures return path signal levels 6. discuss the differences, advantages and disadvantages of single carrier, multicarrier and return sweep testing 7. define and discuss upstream transmit level and path attenuation 8. explain how to measure the amplitude of transient signals and noise measurements on the return path 9. describe why optimization of the optical portion of the return path is critical to reliable operations of the services that use the return path 10. identify methods for multiplexing multiple return paths into a single fiber, including frequency stacking, wavelength division multiplexing, dense wavelength division multiplexing and digital return

COURSE OUTLINE
1. Return Path Operations Overview Understanding return path signal flow in the hybrid fiber/coaxial (HFC) network, examining technical challenges and maintaining the return path 2. Introducing Return Path Fundamentals Learning return path frequency spectrums, explaining how the reverse path works, calculating return path loss in the drop system, assessing the quality of the drops return path examining house amplifiers and installing mitigation filters at the customer premises 3. Troubleshooting the Return Path Describing return path test equipment, troubleshooting the return path in the drop system and using the spectrum analyzer to troubleshoot the return path in the HFC network. 4. maintaining Return Path Signals Describing return path amplifier levels, setting return amplifier levels and balancing the return path 5. Examining Signals in the Return Path Modulating return path signals, examining spectrum sharing technologies, analyzing return path carriers and DOCSIS 3.0 in the return path 6. Examining the Optical Return Path Examining optical return technologies, optimizing optical return path performance and introducing optical return path multiplexing

RtrnPathOps0911

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COLLEGE CREDITS: 3

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: 3 All learning is delivered via traditional, paper-based distance learning. Lesson and final exams are taken online. Completion Time: Varies based on the students self study pace, however, the maximum time allowed is six months from enrollment.

RECOmmENDED PREREQUISITES
Broadband Digital

Installer Service Technician

RELATED COURSES
Students completing this course should then enroll in: Understanding Voice

and Data Networks


Introduction to

Networking: Home and Peer to Peer Networks System Technician

TRAINING FEATURES
Knowledge-based,

BENEFITS
Students will: complete a comprehensive course that helps technicians 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 earn three hours of college credit 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

broadband and job-specific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. explain the purpose and process for each of the primary data compression techniques 2. define the process of pulse code modulation as it relates to digital television 3. understand how the different local, domestic and international levels of standards organizations work together
(Continued)

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COURSE OBJECTIVES (Continued)


4. 5. 6. 7. 8. 9. 10. 11. explain the difference between the I and the Q carriers explain vectors and bipolar coordinate graphs and their function explain the relationship between symbol rate, bit rate and bandwidth in QAM modulation describe an 8-VSB signal and understand the differences involved in measuring the quality of an 8-VSB signal versus a QAM signal know the raw and nominal data rates for the typical digital modulation schemes used in the cable industry define the roles of grooming, statistical multiplexing and rate shaping in digital video processors recognize how the resolution bandwidth setting influences digital amplitude measurements describe the difference between peak and average power in a QAM carrier

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

DigiTech0910

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College Credits: 2

Fiber installation and Activation


Part of the Master Technician Certification Series

reCommeNded PrereQUisite
Service Technician

oVerVieW
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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online.
DVD 4

relAted CoUrses
Students completing this course should then enroll in: Fiber Testing and

Maintenance System Technician Advanced Technician

trAiNiNg FeAtUres
Knowledge-based,

This course contains a DVD.

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

BeNeFits
Upon completion students will:
understand how fiber-optic systems are designed and constructed have the knowledge to identify and use fiber-optic installation equipment

and components earn two hours of college credit receive credit toward Jones/NCTI Master Technician certification receive an industry-recognized Jones/NCTI certificate of graduation Ideal for: Technical personnel, including: fiber optics technicians service technicians network technicians

broadband-and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes
Upon completing this course students will be able to: 1. 2. 3. 4. 5. 6. 7. describe how a transmitted signal is attenuated inside the fiber recognize common standards used in fiber-optic transmission systems define five tolerance mismatches that can occur during splicing describe safety materials and procedures for handling fiber describe proper cleaning techniques of connectors explain the procedures to prepare a splice closure and a fiber-optic splice tray discuss important considerations and specifications for proper installation of fiber-optic cable (Continued)

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CoUrse oBJeCtiVes (Continued)


8. discuss the differences in coarse wavelength division multiplexing, wide wavelength division multiplexing and dense wavelength division multiplexing technologies 9. list the steps in the setup of an optical transmitter 10. define and give examples of an optical power budget 11. discuss considerations for optical return path design 12. discuss the application and operation of centralized and distributed node powering

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

FiberInstallAct0211

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College Credits: 4

system technician
oVerVieW

reCommeNded PrereQUisites
Service Technician

Part of the Master Technician Certification Series

System Technician is an indispensable guide for the field technician on how to activate, test and troubleshoot the RF distribution system. It covers RF 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. Delivery Options: 3 Learning takes place using a textbook and instructional videos. Lesson and final exams are taken online. This course comes enhanced with instructional videos that complement the reading, and provide over 40 hours of in-depth instruction, developed by an expert in the field. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

relAted CoUrses
Students completing this course should then enroll in: Digital Technician Fiber Installation and

Activation Advanced Technician Effective Supervision

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will:
understand how to correctly activate, test and troubleshoot the RF

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 use this course to help prepare for SCTEs Broadband Distribution Specialist and Broadband Transportation Specialist certification receive an industry-recognized Jones/NCTI certificate of graduation receive credit toward Jones/NCTI Master Technician certification

broadband and jobspecific content Highly illustrated and easy to read course materials enhanced with online videos Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

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

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

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CoUrse oBJeCtiVes
Upon completing this course, students will be able to: 1. understand and apply rectification and regulation in ferroresonant and switching power supplies 2. understand and apply basic electronic troubleshooting techniques for power supplies and amplifiers 3. understand and apply theory of operation, explain types of modules and perform setup procedures to rough balance and sweep RF amplifiers 4. understand and apply FCC Technical Standards measurement requirements and NCTA Recommended Practices, 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 5. understand and apply the principles of amplitude, frequency and phase modulation 6. understand and apply the techniques for underground construction

CoUrse oUtliNe
1. Amplitude modulation Examining the AM signal, AM transmitters and receivers, exploring single-sideband transmission and examining single-sideband receivers 2. Frequency modulation Examining frequency modulation, understanding FM signal generation and examining FM receivers 3. trunk system overview Understanding system design symbols and architectures, constructing and powering the plant, examining transmission components and verifying plant reliability 4. 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 communication systems considerations 5. electronic Communications Examining modulation and understanding multiplexing 6. Power supply Circuits Examining rectifier circuits, power supply systems and filters and examining regulators and troubleshooting 7. operational Amplifiers Examining the basic concepts and characteristics of operational amplifiers, operational amplifier circuit configurations, operational amplifier input modes and exploring operational amplifiers for mathematics 8. rF Amplifier operations, i Examining the trunk/bridger amplifier housing, describing the trunk amplifier module and the bridger amplifier module 9. rF Amplifier operations, ii Control modules, return/reverse amplifier module, status monitoring module, DC power supply module and amplifier power distribution 10. oscillators and multivibrators Examining the basic concepts of oscillators, LC sine-wave and crystal oscillators, RC sine-wave oscillators and multivibrators 11. Communications Circuits Examining filters, tuned circuit and resonance, exploring oscillators and examining amplifiers 12. distribution Amplifiers Introducing the distribution amplifier, examining the distribution amplifier and aligning the distribution amplifier FTMT amplifier 13. troubleshooting, instrumentation and msmt Introducing the troubleshooting process, understanding block diagrams, common test equipment and troubleshooting electronic devicess 14. manual spectrum Analyzer distortion measurements FCC requirements, NCTA recommended practices and testing for channel distortions using manual procedures 15. Automated spectrum Analyzer Basics 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 16. Analyzing signal leakage Understanding equipment requirements, calculating CLI, producing system signal leakage reports, generating signal leakage maps and implementing signal leakage maintenance programs 17. Cable system sweeping Describing sweep and understanding sweep specifications, setting up and sweeping the forward and return paths and troubleshooting sweep response problems 18. discovering Bipolar Junction transistors Examining the basic types of transistors, BJT operation and characteristic curves, exploring an NPN transistor circuit model and examining BJT ratings and testing 19. Bipolar Junction transistor Amplifier Circuits Examining the basic concepts and biasing of amplifiers, amplifier circuit configurations and exploring classifications of amplifiers 20. Constructing Underground Plant, i Using chain trenchers, digging trenches, burying coaxial cable and backfilling the trench 21. Constructing Underground Plant, ii Understanding plowing, introducing dry boring machines and explaining fluid-assisted boring

SysTech1011

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College Credits: 2

Fiber testing and Maintenance


Part of the Master Technician Certification Series

reCoMMeNded PrereQUisites
Service Technician Fiber Installation and

oVerVieW
Testing and Maintenance for Fiber Technicians provides an understanding of postactivation 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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

Activation

relAted CoUrses
Students completing this course should then enroll in:

Return Path Operations System Technician Advanced Technician Effective Supervision

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will: 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 SCTEs Broadband Transportation Specialist certification receive credit towards Jones/NCTI Master Technician certification 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

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes
Upon completing this course students will be able to: 1. explain the reasons for and benefits of a maintenance plan 2. understand the importance of detailed fiber-optic configuration and performance documentation 3. describe various fiber-optic test equipment and their applications 4. list the test parameters that must be entered into the OTDR setup table prior to making any test (Continued)

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CoUrse oBJeCtiVes (Continued)


5. 6. 7. 8. 9. 10. 11. explain the process of fault location using the OTDR discuss the causes of reflective and nonreflective events viewed on the OTDR compare and analyze test results against system documentation explain how to troubleshoot a service outage in both the inside and outside plant environment outline both emergency and permanent optical system restoration procedures describe the importance and application of status monitoring in a fiber network establish and implement preventive maintenance regimens

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

FiberTestMain0811

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College Credits: 4

Advanced technician
Part of the Master Technician Certification Series

reCommeNded PrereQUisite
System Technician

oVerVieW
This course teaches the broadband technician about the operation, set up, and application of headend components as the transition is made from analog to digital services. Transmission lines, radio wave propagation, antennas, microwave systems, and satellite communications are fundamental topics common to analog and digital communications and will be covered in this course. Since cable operators continue to distribute analog television, analog signal processing is covered as well, along with analog video analysis and FCC proof-of-performance execution. Digital communication and related topics are taught in lessons on digital satellite receivers, digital modulators, digital processors, and equipment connection protocols. The Advanced Technician course provides important technical instruction to the successful operation and maintenance of todays sophisticated broadband cable system headend. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

eNHANCemeNt
Now including

information on digital technologies

relAted CoUrses
Students completing this course should then enroll in: Understanding Voice

and Data Networks


Effective Supervision Introduction to

Business
Introduction to

Networking Series

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will: understand how headend system components work together to process analog and digital television services. possess the requisite understanding of component operation in order to maintain and operate an analog and digital headend. correctly apply governmental regulations and industry recommended practices to headend operation and maintenance. use this course to prepare for SCTEs Broadband Transportation Specialist (BTS) and Broadband Telecom Center Specialist (BTCS) certifications earn four hours of college credit receive credit toward Jones/NCTI Master Technician certification receive an industry-recognized Jones/NCTI certificate of graduation Ideal for:
system technicians hub technicians headend technicians access bandwidth technicians

broadband and job-specific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes
Upon completing this course students will be able to: 1. understand and apply RF communications transmission and reception fundamentals. 2. understand and apply theory of operation, how to connect analog and digital signal processing equipment.
(Continued)

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CoUrse oBJeCtiVes (Continued)


3. understand and apply proper headend, combining and distribution techniques to downstream and upstream signals. 4. understand various types of telecommunications transmission systems and their associated applications. 5. understand the NTSC analog video format. 6. understand and apply FCC Technical Standards measurement requirements and NTCA Recommended Practices. 7. understand and apply how to set up a satellite receiver to receive programming. 8. understand and apply the different interconnection protocols used in the headend.

CoUrse oUtliNe
1. transmission lines and techniques Examining types of transmission lines, understanding characteristic impedance, exploring transmission line applications and examining transmission line losses 2. radio Wave Propagation Examining radio wave characteristics, examining propagation characteristics, exploring atmospheric conditions and communications and extending the communication range 3. examining Antenna Principles Examining antenna fundamentals, examining antenna energy transfer and examining special characteristics of antennas 4. investigating Antenna types Examining types of transmitting antennas, exploring antenna arrays, exploring wide-bandwidth and narrowbandwidth antennas and examining receiving antennas 5. examining microwave Communications Introducing microwave fundamentals and explaining microwave transport systems 6. examining microwave Components Exploring passive microwave components and examining microwave oscillator and amplifier components 7. satellite Communications Introducing basic concepts of satellite communications, describing satellite system applications, examining satellite technologies and examining the ground-based satellite antenna 8. Analyzing Analog tV signals Introducing composite color video signal characteristics, examining synchronizing pulses, introducing signal separation and exploring television test signals 9. equipment Connection Protocols Examining digital interconnection protocols, creating flexibility in the headend and inserting alternating sources 10. Understanding signal Processors Examining the carrier frequency conversion process, examining the analog television channel processor and processing digitally modulated carriers 11. modulating and demodulating Analog tV signals Examining modulation and demodulation, understanding analog television modulation, examining the modulator and examining the demodulator 12. digital integrated receiver/decoders Detailing satellite signal reception, examining the receiver in the integrated receiver/decoder, examining the decoder in the integrated receiver/decoder and configuring the integrated receiver/decoder 13. transcoding digital Broadcast Channels Examining digital broadcast television, distributing digital broadcast television services on the broadband cable system and discussing ancillary data 14. digital modulators Examining digital modulators, examining conditional access and examining applications of digital modulators 15. Combining Broadband signals Describing downstream signal combining, describing upstream signal combining and describing signal combining devices 16. Analog Video measurements and testing Characterizing the baseband video signal, examining video test equipment and test signals, executing baseband video measurements and recognizing alternative baseband video test equipment 17. Planning and executing FCC Proof-of-Performance tests Recognizing the FCC proof-of-performance testing requirement, applying the FCC proof-of-performance testing requirements to a cable system, including the set-top box in the proof-of-performance test results, compiling the FCC proof-of-performance test results

AdvTechnician0910

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Broadband HFC Network Testing and Measurements


OVERVIEW
This course provides the advanced 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 analog and digital 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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

RELATED COURSES
Students completing this course should then enroll in: Understanding Voice

and Data Networks


Exploring Wireless

Technologies
Introduction to

Networking: Home and Peer-to-Peer Networks Internetworking with TCP/IP

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will: 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

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

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 OBJECTIVES
Upon 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 unauthorized drop cable connections (Continued)

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COURSE OBJECTIVES (Continued)


6. comply with FCC Technical Standards and NCTA Recommended Practices for audio carrier center frequency separation and video carrier level measurements 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. set proper sweep and telemetry injection levels and realize the importance of two telemetry paths 10. connect and use a spectrum analyzer to perform tests on the RF spectrum, including C/N, CTB, CSO, etc. 11. interpret digital measurements with a digital signal analyzer to evaluate digital signal quality 12. perform tests using an optical power meter for measuring transmit and receive power 13. use an OTDR to confirm the performance of an optical link 14. 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. 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 8. Analog Video Measurements and Testing Characterizing the baseband video signal, examining video test equipment and test signals, executing baseband video measurements and recognizing alternative baseband video test equipment 9. Cable System Sweeping Describing sweep and understanding sweep specifications, setting up and sweeping the forward and return paths and troubleshooting sweep response problems 10. Maintaining Return Path Signals Explaining the theory of reverse levels, setting levels in the return path and balancing the return path 11. Measuring Signals in the Return Path Transmitting and measuring return path signals 12. Automated Spectrum Analyzer Basics 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 13. Planning and Executing FCC Proof-of-Performance Tests Recognizing the FCC proof-of-performance testing requirement, applying the FCC proof-of-performance testing requirements to a cable system, including the set-top-box in the proof-of-performance test results and compiling the FCC proofof-performance test results 14. Manual Spectrum Analyzer Distortion Measurements FCC requirements, NCTA Recommended Practices and testing for channel distortions using manual procedures 15. 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 16. Presenting OTDR Basics Overview, types, features and specifications 17. Performing OTDR Measurements Performing Preliminary Procedures, recognizing OTDR Signatures, programming the OTDR, understanding OTDR Tests, conducting OTDR Tests and making Span Measurements 18. 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

BrdHFCNet1210

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College Credits: 3

Understanding Voice and data Networks


Part of the Master Technician Certification Series

relAted CoUrses
Students completing this course should then enroll in: Broadband HFC

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 doesnt 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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

Network Testing and Measurements Introduction to Networking Series

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will: 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 use this course to help prepare for SCTEs Broadband Premises Installer and Broadband Telecom Center Specialist certifications receive an industry-recognized Jones/NCTI certificate of graduation 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

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes

Upon completing this course, students will be able to: 1. outline the history of telecommunications technologies 2. describe the responsibilities of IXCs and LECs 3. identify the role of national and international organizations in establishing and implementing telecommunications standards 4. explain the relationship between bandwidth and information transfer (Continued) 5. explain and compare modulation and multiplexing

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CoUrse oBJeCtiVes (Continued)


6. categorize the different types of copper cables, list their characteristics and describe the applications of each 7. identify and explain the various fiber-optic system components and describe their application in the network. 8. describe the function of the major components of Signaling System 7 and outline the process for making a call through the network 9. identify the components of a modern switching system and explain how GoS and estimated traffic are used in system design 10. list the cellular network components and explain the cellular network access process 11. explain the purpose of the OSI reference model protocol layers 12. describe how a network device accesses a network using LAN access methods 13. list and discuss the purposes of the devices that perform Internetworking functions 14. discuss the transmission of a message by various packet-switching technologies 15. explain the process of VOIP Internetworking

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

UndVcDatNet0211

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RECOmmENdEd PREREQUISITE

Exploring Wireless Technologies


OVERVIEW
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 application of these theories and principles are changing on almost a daily basis. But whether the application is cell phones, Internet access or over-the-air video services, the fundamentals of antennas and over-the-air radio wave propagation remains the same. 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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is six months from enrollment.

Introduction to

Networking: Local Area Networks

RELATEd COURSES
Students completing this course should then enroll in: Understanding Voice

and Data Networks Introduction to Networking: Peer-toPeer Networks Internetworking with TCP/IP Introduction to Networking: Wide Area Networks

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:

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

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

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

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

COURSE OBJECTIVES
Upon completing this course the student will be able to: 1. explain the role modulation plays in sending and receiving a message 2. describe the method of generating an AM signal
(Continued)

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COURSE OBJECTIVES (Continued)


3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. identify and explain the stages of a typical receiver and their functions describe an automatic gain control circuit determine the required bandwidth for an FM signal find the radio wave horizon distance when given antenna height understand the cause for fading and multipath reception describe the concept of reciprocity in antenna theory describe antenna radiation patterns identify a dipole antenna and its transmission line interface explain how antennas achieve gain and directionality describe the effects of weather on microwave signals name the modes of wireless access list and discuss the characteristics and application of wireless LAN technologies

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. Examining microwave Applications Introducing microwave fundamentals and exploring microwave transport systems 10. Examining microwave Components Exploring passive microwave components, examining microwave oscillator and amplifier components 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

ExWirelessTech1210

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introduction to Networking: Home and Peer-to-Peer Networks


oVerVieW
Introduction 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 students self-study pace, however, the maximum time allowed is six months from enrollment.

relAted CoUrses
Students completing this course should then enroll in: Understanding Voice

and Data Networks


Computers and

Broadband Modems
Internetworking with

TCP/IP

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will: 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 three hours of college credit use this course to help prepare for SCTEs Broadband Telecom Center Specialist certification Ideal for: Technical personnel supporting Internet-based services, including: broadband technicians network technicians headend technicians access bandwidth technicians system technicians

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

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CoUrse oBJeCtiVes
Upon completing this course, students will be able to: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. identify the different types of networking hardware and software describe the various physical and logical topologies used and discuss their implementation discuss industry networking standards and enforcement explain how network signals are transmitted over wired and wireless systems describe what protocols are and why they are necessary describe the different types of addresses that computers use to send and receive information explain the OSI Model, and describe how information flows between two communicating computers describe the technologies used in local area networks (LANs) and wide area networks (WANs) identify the common types of networking devices and explain the purpose of each explain how the Internet works in simple terms understand how to build and operate a small peer-to-peer network describe remote connectivity

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

IntroNetHPP0112

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Introduction to Networking: Local Area Networks


OVERVIEW
Introduction 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 alldigital 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. Delivery Options: 3 Learning is a combination of online and textbook activities. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

RECOmmENdEd PREREQUISITE
Introduction to

Networking: Home and Peer-to-Peer Networks

RELATEd COURSES
Students completing this course should then enroll in: Internetworking with

TCP/IP Understanding Voice and Data Networks Computers and Broadband Modems Introduction to Networking: Wide Area Networks

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will: 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 describe what Internet protocols are and their roles in establishing local area networks Ideal for: Technical personnel supporting Internet-based services, including: broadband technicians network technicians headend technicians access bandwidth technicians system technicians

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. explain the characteristics of the three types of physical media used in LANs (copper, fiber and wireless) 2. compare and contrast the operation of Ethernet, Token Ring, ATM and wireless networks
(Continued)

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COURSE OBJECTIVES (Continued)


3. identify the different types of Ethernet networks and explain their relationship to each other 4. explain the basic approaches of traffic isolation and broadcast containment in Ethernet LANs, including Quality of Service (QoS) 5. identify the LAN architecture that best meets a users requirements 6. identify the primary advantages of the client/server networking model 7. describe the key features and characteristics of Windows, Novell NetWare and Linux

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

IntroNetLAN0112

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Introduction to Networking: Wide Area Networks


OVERVIEW
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. Delivery Options: 3 Learning is a combination of online and textbook activities. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

REcOmmENdEd PREREQUISITE
Introduction to

Networking: Local Area Networks

RELATEd cOURSES
Students completing this course should then enroll in: Understanding Voice

and Data Networks Computers and Broadband Modems Internetworking with TCP/IP

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:
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

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

networking solution identify layered WAN protocols to support networking applications, including remote access, VPNs and voice over technologies such as VoIP understand how WANs relate to delivering voice and data services to commercial enterprises Ideal for: Technical personnel supporting Internet-based services, including: broadband technicians network technicians headend technicians access bandwidth technicians system technicians
(Continued)

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Workforce Performance Solutions

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cOURSE OBJEcTIVES
Upon completing this course, students will be able to: 1. describe the development and operation of todays telecommunication infrastructure 2. identify the physical and logical technologies used for WAN communications 3. explain the operation of physical layer technologies, such as switched circuits, leased lines, T-carrier and Synchronous Network (SONET) 4. explain the operation of Data Link Layer technologies such as High-Level Data Link Control (HDLC), Serial Line Internet Protocol (SLIP) and Point-to-point Protocol (PPP) 5. explain the operation of higher layer protocols including Integrated Services Digital Network (ISDN), Frame Relay and Asynchronous Transfer Mode (ATM) 6. differentiate between packet switching, frame switching, frame relay and cell relay 7. understand the basic characteristics of 802.16 wireless technology

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

IntroNetWAN0112

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Internetworking with TCP/IP


OVERVIEW
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. Delivery Options: 3 Learning is a combination of online and textbook activities. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

RECOmmENdEd PREREQUISITES
Introduction to

Networking: Home and Peer-to-Peer Networks Introduction to Networking: Local Area Networks Introduction to Networking: Wide Area Networks

RELATEd COURSES
Students completing this course should then enroll in: Understanding Voice

and Data Networks


Computers and

Broadband Modems

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:
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 use this course to help prepare for SCTEs Broadband Telecom Center Specialist

Certification Ideal for: Technical personnel supporting Internet-based services, including: broadband technicians network technicians headend technicians access bandwidth technicians system technicians

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. recognize TCP/IP layers, components and functions and map them to the Open System Interconnection (OSI) model 2. describe and implement TCP/IP application services that support email,

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

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COURSE OBJECTIVES (Continued)


remote terminal access, network management, web access and file transport across routed networks 3. explain TCP/IP protocols used to transport data over intranets, extranets and the Internet 4. identify and use Internet navigation and search tools, such as web browsers and hypertext transfer protocol (HTTP), as well as file transfer services, such as file transfer protocol (FTP) and trivial file transfer protocol (TFTP) 5. design and implement subnetworks 6. choose a routing protocol based on network size and service requirements, including quality of service/type of service (QoS/ToS) routing, variable-length subnet mask (VLSM) and link redundancy 7. describe TCP/IP support services, including domain name service (DNS) and dynamic host configuration protocol (DHCP) 8. use TCP/IP tools to troubleshoot and isolate Internetwork communication failures 9. explain how TCP/IP supports converged voice and data networks

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 service (DNS), dynamic host configuration protocol (DHCP), network address translation (NAT) and IPv6 6. Routing TCP/IP IP Routing 7. Troubleshooting a TCP/IP Network Troubleshooting principles, winipcfg, Ping and tracert

INetTCPIP0112

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Introduction to Networking: Wireless


OVERVIEW
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/NCTIs 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. Delivery Options: 3 Learning is a combination of online and textbook activities. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

REcOmmENdEd PREREQUISITE
Introduction to

Networking: Home and Peer-to-Peer Networks

RELATEd cOURSES

Students completing this course should then enroll in: Introduction to

Networking: Wide Area Networks Understanding Voice and Data Networks Computers and Broadband Modems Internetworking with TCP/IP

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will: 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
(Continued)

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

cOURSE OBJEcTIVES
Upon completing this course, students will be able to: 1. define and apply the basic concepts of RF technology, including how spread spectrum technologies apply to wireless LANs 2. explain the fundamental principles and concepts behind installing, configuring and maintaining wireless LANs 3. describe the organizations and regulations that govern wireless LANs 4. demonstrate the necessary knowledge for complying with regulations that apply to setting up and maintaining a wireless LAN 5. install, set up and maintain a wireless network using various hardware devices, such as access points, bridges, gateways and antennas 6. analyze and troubleshoot the problems that can occur with wireless LAN data transmission, including multipath, hidden nodes and interference 7. secure the transmission of data over a wireless LAN and identify the different types of attacks that can occur 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

IntroWireless910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

Customer Management and Support Courses

Customer Management and Support Courses

Workforce Performance Solutions

Integrated Career Path for Broadband Customer Care

NEW HIRE

GENERALIST

SPECIALIST

LEAD

MANAGER

Excellence in Customer Service

Introduction to Business Business Communication Skills Introduction to Marketing Stress Management

Cable Network Overview

JoNES/ NCTI Courses


MSO Specific Training MSO Specific Training

Job Specific Training

Fundamental Selling Skills

Delivering Cable Services Customer Service through Troubleshooting AcSELLeration Series (9 industry-specific sales courses)

Basic Broadband Troubleshooting Digital Voice Customer Care: Overview High-Speed Data (HSD) Customer Service Advanced HSD Customer Service Principles of Sales

Effective Supervision Principles of Management Negotiation and Conflict Resolution Intro to PC Applications MSO Specific Training

MSo
Master Account Representative Master Sales Representative

MSO Specific Training

MSO Specific Training

Account Representative

Master Technical Services Rep Master High-Speed Data Rep AAS, Customer Care Degree Customer Care College Certificate
PROGRESSING TOWARD: AAS, Customer Care Degree PROGRESSING TOWARD: BBA, Customer Care Management Degree

Jones/NCTI Master Rep Certificates


PROGRESSING TOWARD: Customer Care College Certificate Associate of Applied Science (AAS), Customer Care Degree

Academics
LogiCALL SMART Path

PROGRESSING TOWARD: Customer Care College Certificate Associate of Applied Science (AAS), Customer Care Degree

PROGRESSING TOWARD: Customer Care College Certificate Associate of Applied Science (AAS), Customer Care Degree

Tools

LogiCALL SMART Path

LogiCALL SMART Path

LogiCALL SMART Path

LogiCALL SMART Path

www.jonesncti.com 866.575.7206

Integrated Career Path for Broadband Technical Support

NEW HIRE

TIER I

TIER II

LEAD

MANAGER

Introduction to Business Business Communication Skills Introduction to Marketing Stress Management

Job Specific Training

JoNEs/ NCTI Courses


MSO Specific Training MSO Specific Training

Excellence in Customer Service Cable Network Overview Fundamental Selling Skills Delivering Cable Services Basic Broadband Troubleshooting

Customer Service through Troubleshooting Digital Voice Customer Care: Overview High-Speed Data (HSD) Customer Service Consumer Digital Electronics

Advanced HSD Customer Service Operations Center Technical Support (OCTS) I OCTS II OCTS III Understanding Voice & Data Networks Internetworking w/ TCP/IP Digital Technician Principles of Sales

Effective Supervision Principles of Management Negotiation and Conflict Resolution Intro to PC Applications

Mso
Master Technical Services Rep

MSO Specific Training

MSO Specific Training

MSO Specific Training

Account Representative

Jones/NCTI Master Rep Certificates

Master Account Representative

Master High-Speed Data Rep Operations Center Representative Master Network Operations Center Rep Customer Care College Certificate
prOgreSSing TOWArD: Customer Care College Certificate Associate of Applied Science (AAS), Customer Care Degree prOgreSSing TOWArD: AAS, Customer Care Degree

Academics

prOgreSSing TOWArD: Customer Care College Certificate Associate of Applied Science (AAS), Customer Care Degree

prOgreSSing TOWArD: Customer Care College Certificate Associate of Applied Science (AAS), Customer Care Degree

Over 50% Degree requiremenTS COmpleTeD: AAS, Customer Care Degree prOgreSSing TOWArD: BBA, Customer Care Management Degree

Tools

LogiCALL SMART Path

LogiCALL SMART Path

LogiCALL SMART Path

LogiCALL SMART Path

LogiCALL SMART Path

www.jonesncti.com 866.575.7206

Jones/NCTIs Customer Care Master Representative Program


YOU CAN BE ONE OF THE BEST
Created as a means to recognize the best of the best, the Jones/NCTI Customer Care Master Representative Program is an industry-recognized way of identifying a select group of broadband service representatives who have mastered the skills necessary to be regarded as the industrys elite. To be qualified as a Master Representative, individuals must successfully complete a defined set of courses specifically related to service representative operations. The following recognitions can be earned:

ACCOUNT REP (AR)


An AR has mastered the fundamentals of selling and customer service in a broadband telecommunications environment. To qualify, an individual must complete the following courses:
Excellence in Customer Service Cable Network Overview Fundamental Selling Skills

MASTER SAlES REP (MSR)


The MSR is highly knowledgeable in the techniques of selling the varied services offered by the broadband industry. To qualify, an individual must complete the following program/courses:
Account Rep (AR) Program Selling Against DBS Providers Selling Against DSL Providers Selling Digital Cable Selling VoIP and Digital Voice Selling High-Speed Internet Selling High Definition Television Selling Video On-Demand Selling Personal Video Recorder

MASTER ACCOUNT REP (MAR)


The MAR has attained the fundamentals of selling and customer service in a broadband telecommunications environment and has garnered basic troubleshooting skills and understands the industrys historical background. To qualify, an individual must complete the following program/courses:
Account Rep (AR) Program Delivering Cable Services Basic Broadband Troubleshooting

MASTER TECHNICAl SERvICES REP (MTSR)


The MTSR has gained the historical, troubleshooting and customer service knowledge to troubleshoot broadband service delivery problems with confidence and expertise. To qualify, an individual must complete the following program/courses:
Master Account Rep (MAR) Program Customer Service Through Troubleshooting Digital Voice Customer Care: Overview High-Speed Data Customer Service

(over)

Workforce Performance Solutions

HOw dO I gET STARTEd?

Call 866.575.7206, email customercare@jonesncti.com or visit www.jonesncti.com, go to Products and Services 9697 East Mineral Ave., Centennial, CO 80112

Jones/NCTIs Customer Care Master Representative Program (continued)


OPERATIONS CENTER REP (OCR) MASTER NETwORk OPERATIONS CENTER REP (MNOCR)
Unparalleled in their expertise, the MNOCR possesses all of the skills and abilities to sell, support, service and troubleshoot virtually any facet in the broadband telecommunications arena. This associate is a professional of the highest caliber and is recognized by the industry as an authority in the field of broadband telecommunications. To qualify, an individual must complete the following programs/courses:
Account Rep (AR) Program Operations Center Rep (OCR) Program Delivering Cable Services

The OCR has the ability to troubleshoot more advanced technical problems from the office or another remote location and help guide the field service and maintenance technicians to resolution with speed and accuracy. To qualify, an individual must complete the following courses:
Operations Center Technical Support I Operations Center Technical Support II Operations Center Technical Support III

MASTER HIgH-SPEEd dATA REP (MHSdR)


The MHSDR is highly knowledgeable in the skills and support services required to install, service and troubleshoot the high speed data connection. To qualify, an individual must complete the following program/courses:
Account Rep (AR) Program Delivering Cable Services High-Speed Data Customer Service Advanced High-Speed Data Customer Service

Workforce Performance Solutions

HOw dO I gET STARTEd?


CCMR0610

Call 866.575.7206, email customercare@jonesncti.com or visit www.jonesncti.com, go to Products and Services 9697 East Mineral Ave., Centennial, CO 80112

College Credits: 3

excellence in Customer service


Part of the Customer Care Master Representative Certification Series

relAted CoUrses
Students completing this course should then enroll in: Cable Network

oVerVieW
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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is six months from enrollment.

Overview
Delivering Cable

Services
Basic Broadband

Troubleshooting

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will:

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 credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

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

CoUrse oBJeCtiVes
Upon completion students will be able to: 1. explain how cable TV evolved from rural master antenna systems to high-tech broadband networks of today 2. discuss the roles of regulatory bodies including the FCC, local franchising authorities and other local, state and federal agencies as they pertain to cable TV systems 3. describe the difference between various video services provided in a cable system 4. briefly tell how video, data and voice signals are transported between the cable system headend and individual customers 5. tell how customer accounts are managed to maintain accurate customer information, including billing, services, address information and more
(Continued)

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

CoUrse oBJeCtiVes (Continued)


6. practice effective communication skills, including listening, asking questions, overcoming objections, identifying good telephone answering techniques and more 7. follow proper sales process to complete a sale 8. handle a cancellation request in a manner that will promote retention of the customer 9. manage stress by using effective coping skills, heeding emotional overload warning signs and practicing various relaxation techniques. 10. briefly describe a process for conducting simple technical troubleshooting to resolve a customer problem or 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 customers 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
ExcellCustServ0311

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

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

College Credits: 1

Cable Network overview


oVerVieW

Part of the Customer Care Master Representative Certification Series

relAted CoUrses
Students completing this course should then enroll in: Delivering Cable

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 cables 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 and back again. Broadband cables competition is also discussed and compared to broadband cable services. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is six months from enrollment.

Services Excellence in Customer Service Basic Broadband Troubleshooting

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will:
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 credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

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

CoUrse oBJeCtiVes
Upon completing this course the student will be able to: 1. explain the major functions that occur in a headend 2. describe some of the drop systems 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

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

CoUrse oBJeCtiVes (Continued)


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
1. Broadband Cable system overview Exploring the signal path, categorizing cable services and organizing departments for interaction 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 5. Understanding Competitive services Summarizing the competitive background, examining communications competition today and discovering future competitive services

CableNetOver0211

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

College Credits: 3

delivering Cable services


oVerVieW

Part of the Customer Care Master Representative Certification Series

relAted CoUrses
Students completing this course should then enroll in: Basic Broadband

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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is six months from enrollment.

Troubleshooting Effective Supervision Digital Voice Customer Care: Overview

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will: 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 receive credit toward Jones/NCTI Customer Care Master Representative certification 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:

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

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

CoUrse oBJeCtiVes
Upon completing this course students will understand: 1. how the broadband cable signals travel from the headend to the customer premises and from the customer premises to the headend 2. how signal modulation and processing are accomplished in the headend 3. how the signal security techniques of addressability and traps work
(Continued)

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

CoUrse oBJeCtiVes (Continued)


4. how the Internet protocol handles a phone call in a broadband cable network 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 installations 10. how the installer connects a TV set, VCR and DVD player 11. what methods are involved in performing signal leakage monitoring 12. 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. Understanding signals and the Headend Learning about signals, discussing microwave and satellite signals and exploring the headend 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

DelivCableServ0211

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

Digital Voice Customer Care: Overview


Part of the Customer Care Master Representative Certification Series

RECOmmENDED PREREQUISITE
Excellence in

Customer Service

RELATED COURSES
Students completing this course should then enroll in: Cable Network

OVERVIEW
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 laymans 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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Students will be able to print a job aid/reference guide. Completion Time: The maximum time allowed for the course is four months from enrollment. This course is not eligible for extensions.

Overview Customer Service Through Trouble Shoting High Speed Data Customer Service

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:
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 receive credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation

broadband and jobspecific content Illustrated with highquality video Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

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

COURSE OBJECTIVES
Upon completing this course students will be able to: 1. understand what digital voice service is and why cable company CSRs need to know about it 2. discuss the history of telephone service
(Continued)

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

COURSE OBJECTIVES (Continued)


3. describe digital voice technology as compared to traditional telephone service 4. compare the installation of traditional phone service with the installation of digital voice service at a customers premises 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 customers home and how to mitigate them 10. describe the advantages of digital voice service over traditional phone service 11. 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 singlefamily 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

DigiVoiceCCOver0910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

Customer Service Through Troubleshooting


OVERVIEW

RECOmmENdEd PREREQUISITE
Excellence in

Part of the Customer Care Master Representative Certification Series

Customer Service

RELATEd COURSES
Students completing this course should then enroll in: Basic Broadband

The Customer Service through Troubleshooting course takes your customer service representatives right into the customers home to help them solve technical problems related to video services. Armed with a solid understanding of how systems operate and common problems/solutions, your CSRs can resolve the majority 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 greatly reduced. This program was developed based on case studies from leading industry troubleshooters and features easy-to-follow explanations of technical situations. Its a great course for new employees or an information-packed refresher for experienced personnel. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Completion Time: The maximum time allowed is 90 days from enrollment. This course is not eligible for extensions.

Troubleshooting
Digital Voice Customer

Care: Overview
High-Speed Data

Customer Service

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will: 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 credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation Ideal for: Personnel including: customer service dispatch management human resource

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

COURSE OBJECTIVES
Upon completion of this course students will be able to: 1. understand how to provide excellent, efficient customer service, as shown through examples 2. understand the types of equipment found at the customer premises and how the equipment may affect the problems being experienced 3. quickly identify causes and solutions to the most common types of service problems including: equipment, signal level and picture quality 4. understand signal flow logic rules and the most common customer hookup patterns, including what the customer can and cant do 5. realize the importance their interaction has on customer satisfaction 6. identify some of the less common equipment-related troubleshooting problems 7. follow through the troubleshooting model to solve customer issues

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 hookup 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

CustServTrouble0810

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

College Credits: 3

Basic Broadband troubleshooting


oVerVieW

reCommeNded PrereQUisite
Delivering Cable

Part of the Customer Care Master Representative Certification Series

Services

relAted CoUrses
Students completing this course should then enroll in: Excellence in Customer

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. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is six months from enrollment.

Service
High Speed Data

Customer Service Effective Supervision

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will:
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 credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

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 techniques 2. explain how the installer prepares the customer premises to receive broadband cable service 3. discuss how the installer routes drop cable inside the customer premises 4. explain how the installer connects and operates various customer premises equipment configurations

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

CoUrse oBJeCtiVes (Continued)


5. describe the symptoms of common broadband cable signal level and picture quality problems 6. list several broadband signal problems found in both single dwellings and multiple dwelling units 7. explain several problems with digital video service that a CSR may be asked to troubleshoot 8. explain several problems with broadband cable Internet access service that a CSR may be asked to troubleshoot 9. 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 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, crawl spaces and through basements, routing drops within walls and installing broadband cable wall plates 4. Attaching Premises Coaxial drops Attaching drops to various premise surfaces, along selected route, mounting security enclosures and evaluating multiple outlet requirements 5. Connecting Consumer electronics Making video connections, making audio connections and connecting consumer electronics equipment 6. operating Consumer electronics Identifying video device source selections, understanding menu features, exploring video viewing options and analyzing remote controls 7. 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 8. 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 9. troubleshooting digital Video service Troubleshooting analog channels, verifying digital set-top terminal configuration and operation, reviewing symptoms, probable causes and possible solutions 10. troubleshooting internet Access Understanding cable modem systems, examining system requirements, examining equipment operation and troubleshooting Internet access service 11. troubleshooting Broadband Cable telephony Understanding cable telephony, examining equipment connections, troubleshooting and examining cable telephony features

BasBroadTrble1110

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College Credits: 2

High-speed data Customer service


oVerVieW

relAted CoUrses
Students completing this course should then enroll in: Advanced High-Speed

Part of the Customer Care Master Representative Certification Series

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 DOCSIS 3.0 cable modems and the return paths effect on high-speed data service. The course also provides an understanding of the Internet, network and wireless communications and other broadband access technologies. Personnel completing this course will be uniquely qualified to provide immediate and effective customer support for highspeed data service. Delivery Options: 3 All learning is delivered via traditional, paper-based distance learning. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

Data Customer Service Excellence in Customer Service Troubleshooting Advanced Services

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will: have a unique working knowledge of the equipment and operations related to high-speed data service fully understand the needs of cable modem customers 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 credit towards Jones/NCTI Customer Care Master Representative certification 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

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes
Upon completing this course, students will be able to: 1. describe how cable modem data is transported in the cable network 2. list the phases of interaction between the cable modem and the cable modem termination system during modem initialization 3. describe the steps required to certify the reliability of a customers cable drop system (Continued)

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CoUrse oBJeCtiVes (Continued)


4. 5. 6. 7. 8. 9. 10. 11. 12. 13. describe what should be checked when verifying operation of the cable modem and its computer connection describe the funneling effect and the access technology used for return path transmissions describe why regular maintenance is important for return path reliability describe how long-loop automatic gain control adjusts the upstream carrier level of cable modems describe the cause of typical return signal impairments describe the information that is gathered before troubleshooting a high-speed data problem understand how the cable modem status lights are used to diagnose modem-related problems list and discuss the characteristics and applications of the different wireless local area network technologies discuss the purpose of repeaters, bridges, switches, routers and gateways describe the prominent TCP/IP applications and protocols

CoUrse oUtliNe
1. introduction to doCsis Introducing cable modems, discussing cable modem termination systems, understanding DOCSIS in the network and provisioning cable modems 2. installing a doCsis Modem Preparing to install a cable modem, activating cable modem service and educating the customer 3. return Path operations overview Understanding signal flow in the return path, identifying common technical issues and maintaining the return path 4. introducing return Path Fundamentals Describing the return path, examining how the return path works and examining the return path in the drop system 5. troubleshooting High-speed data service Delivering high-speed data service, detailing the features of DOCSIS 3.0 and resolving problems in the customer premises 6. Wireless Communications Exploring the cellular mobile telephone system, comparing analog and digital access, identifying wireless applications and products and examining satellite communications 7. Network Communications Reviewing data link protocols, explaining the OSI model implemented in local area networks, listing LAN access methods, comprehending LAN technologies and examining internetworking 8. 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 9. 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

HSDCustServ0212

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College Credits: 3

Advanced High-speed data Customer service


oVerVieW

reCommeNded PrereQUisite
High-Speed Data

Customer Service

Part of the Customer Care Master Representative Certification Series relAted CoUrses
Students completing this course should then enroll in: Troubleshooting

Advanced High-Speed Data Customer Service builds upon the knowledge gained in Jones/NCTIs High-Speed Data Customer Service course. The course provides the industrys most in-depth and thorough training for customer contact personnel regarding core digital concepts, computer systems and data network technologies. Lessons cover various aspects of personal computers including hardware, maintenance and troubleshooting. The student will also learn key digital concepts and how digital relates to analog. Additionally, the OSI (open systems interconnection) model, the backbone of data networks, will be explored. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. 4 This course contains a CD-ROM. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

Advanced Services
Excellence in Customer

Service Effective Supervision

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will:
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 earn three hours of college credit receive credit toward Jones/NCTI Customer Care Master Representative certification 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/NCTIs High-Speed Data Customer Service course tier 2 and 3 technical service representatives

broadband and jobspecific content Highly illustrated and easy to read course materials enhanced with videos and CD-ROM Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes
Upon completing this course students will be able to: 1. identify the basic functions of the personal computer 2. explain how devices outside the computer case are connected to the PC 3. identify the types of software used in a PC 4. compare and contrast soft and hard boots
(Continued)

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Workforce Performance Solutions

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CoUrse oBJeCtiVes (Continued)


5. identify system resources that aid in the communications between hardware and software 6. understand how physical memory is housed on the system board and expansion boards 7. understand how memory is used by the Windows operating system 8. understand how to use standard resources on a computer system when installing add-on devices 9. recognize the base-10 numbering system 10. define the process of pulse code modulation 11. define the meaning of network architecture and explain its purpose 12. explain the definition and purpose of the OSI reference model 13. list and briefly explain various data coding techniques

CoUrse oUtliNe
1. digital Basics Looking at digital history, decimal and binary numbering systems, understanding logic gates, understanding integrated circuits and exploring pulse code modulation 2. introducing Hardware Hardware needs software to work, PC hardware components, motherboard components used for communication among devices, expansion cards, the electrical system and instructions stored on the motherboard and other boards 3. introducing operating systems Operating systems past and present, how Windows operating systems work and using Windows operating systems 4. Form Factors, Power supplies and Working inside a Computer Form factors used by computer cases, motherboards and power supplies, measures and properties of electricity, selecting a power supply, protect yourself and the equipment against electrical dangers, how to work inside a computer case and troubleshooting the electrical system 5. All About motherboards Motherboard types and features, how startup BIOS controls the boot process and maintaining, installing and configuring a motherboard 6. Upgrading memory Memory technologies, how to upgrade memory and troubleshooting memory 7. supporting Hard drives Inside a hard drive, hard drive interface standards, RAID: hard drives working together, about floppy drives, how to select and install hard drives and floppy drives and troubleshooting hard drives 8. installing and supporting input/ output (i/o) devices Basic principles to support I/O devices, types and features of I/O devices, installing input devices, installing and configuring I/O devices and ports and troubleshooting I/O devices 9. multimedia devices and mass storage Multimedia adapter cards, optical storage technology, removable storage, install and configure multimedia peripherals, install and configure multimedia and mass storage devices and troubleshooting multimedia devices 10. PC maintenance and troubleshooting Operational procedures when supporting personal computers, personal computer preventive maintenance and how to troubleshoot a PC problem 11. data Communications Explaining the evolution of data networks, the open systems interconnection model, understanding character codes, identifying data coding methods, reviewing data compression and examining error detection and correction

AdvHSCustSer0212

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Operations Center Technical Support I


Part of the Customer Care Master Representative Certification Series

RELATED COURSES
Students completing this course should then enroll in: Operations Center

OVERVIEW
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/ NCTIs Delivering Cable Services. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

Technical Support II Operations Center Technical Support III Troubleshooting Advanced Services High-Speed Data Customer Service

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:
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 SCTEs Broadband Premises Installer certification receive credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Ideal for: Network support personnel, including: network dispatch technicians network trouble isolation technicians

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. understand the operation of a broadband cable system 2. identify and characterize advanced broadband cable services 3. understand the basics of digital video services 4. understand the basics of cable modems 5. understand how to effectively and efficiently troubleshoot advanced services 6. describe the public switched telephone network 7. explain the evolution of data networks and network protocols 8. discuss the transmission of messages by various packet switching technologies
(Continued)

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Workforce Performance Solutions

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COURSE OUTLINE
1. Broadband Cable System Overview Exploring the signal path, categorizing cable services and organizing departments for interaction 2. Connecting to the Internet Presenting broadband modems, preparing to install a cable modem and activating cable modem service 3. Understanding RF Digital Signal Characteristics Describing digital signal characteristics, explaining digital modulation, quantifying digital signal quality and examining digital signal applications 4. Understanding Broadband Cable Modems Understanding DOCSIS, discussing broadband cable modems, cable modem termination systems and understanding DOCSIS in the network 5. Broadband Cable Modem Service Provisioning Provisioning cable modems, troubleshooting noise and ingress, customer premises equipment and understanding quality of service 6. Troubleshooting Cable Internet Access Service Understanding the cable modem provisioning process, troubleshooting technical problems and performance problems 7. Introducing Twisted Pair Inside Wiring Introducing the network interface device, telephone cables, telephone hardware, cable routing wiring topologies, the telephone, data cables and connectors 8. Introducing VoIP Exploring the world of VoIP, understanding cable telephonys evolution from CBR to VoIP and understanding how the telephone and VoIP work together 9. Voice Communications Describing the public switched telephone network, identifying network design parameters, understanding the telephone, line signaling and examining trunk signaling 10. Intelligent Networks Examining interoffice trunk signaling, listing intelligent network services and exploring business telephone systems 11. 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 12. Network Communications Reviewing data link protocols, explaining the OSI model implemented in LANs, listing LAN access methods, comprehending LAN technologies and examining internetworking 13. 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

OpCenTechSupI1110

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Operations Center Technical Support II


OVERVIEW

RECOmmENdEd PREREQUISITE
Operations Center

Technical Support I

Part of the Customer Care Master Representative Certification Series


Operations 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 distribution portion of the network. The recommended prerequisite for this course is Jones/NCTIs Operations Center Technical Support I course. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

RELATEd COURSES
Students completing this course should then enroll in: Operations Center

Technical Support III Broadband Digital Installer Computers and Broadband Modems

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:
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

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

problems from the customer premises and the broadband network use this course to help prepare for SCTEs Broadband Premises Installer and Broadband Distribution Specialist certifications receive credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation Ideal for: Network support personnel, including: network dispatch technicians network trouble isolation technicians

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. understand and apply basic DC electronic theory and discuss relevant broadband cable applications 2. perform basic cable math calculations
(Continued)

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COURSE OBJECTIVES (Continued)


3. explain dB and dBmV fundamentals and broadband cable applications and perform gain and loss calculations 4. understand the operation and maintenance of installer-type signal level meters and signal leakage detection equipment 5. troubleshoot to isolate, identify and direct the repair of common problems from the customer premises and the 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

14. 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

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

15. 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

3. Understanding magnetism and Electromagnetism


Understanding magnetism and electromagnetism and exploring magnetic and electromagnetic applications

4. Using Positive and Negative Numbers, decimals and Fractions


Positive and negative numbers, understanding common fractions and decimal fractions

16. Troubleshooting RF Switches and matching Transformers


Troubleshooting passive RF switches and troubleshooting matching transformers

5. Using Equations and Powers of Numbers


Using equations and powers of numbers

6. Understanding Electrical Circuits


Understanding circuit essentials and graphics, differentiating current flow conditions and defining current circuit types

17. Troubleshooting drop Splitter and directional Couplers


Examining splitter problems and examining directional coupler problems

7. Understanding Resistance
Exploring resistance, changing and controlling resistance

18. Troubleshooting drop Grounding, Traps and Taps


Recognizing grounding system problems, understanding trap problems and troubleshooting tap problems

8. Using Ohms Law for Power and Energy


Describing basic electrical characteristics, working with Ohms law, solving power equations and solving equations

19. Troubleshooting Hum modulation and Flashing Pictures


Troubleshooting hum modulation and flashing

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

20. Troubleshooting drop Ingress


Recognizing ingress, identifying possible causes of droprelated ingress and isolating the cause

10. 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

21. Troubleshooting Beats and Snowy Pictures


Troubleshooting active beats and snowy pictures

22. 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

11. Using dB and dBmV


Working with dBmV and performing signal level calculations

12. measuring Signal Levels


Understanding broadband signals, identifying SLM features and components, maintaining SLMs and performing measurements

23. 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

13. detecting Signal Leakage


Reviewing signal leakage basics, selecting and operating signal leakage detection equipment and eliminating signal leakage
OpCenTechSupII1210

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Operations Center Technical Support III


OVERVIEW

RECOmmENdEd PREREQUISITES
Operations Center

Part of the Customer Care Master Representative Certification Series


This course provides network operations center personnel with invaluable information on the coaxial distribution system and 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. 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/NCTIs Operations Center Technical Support I & II courses. Delivery Options: 3 Learning takes place using a textbook. Lesson and final exams are taken online. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

Technical Support I Operations Center Technical Support II

RELATEd COURSES
Students completing this course should then enroll in: Troubleshooting

Advanced Services

High-Speed Data

Customer Service Effective Supervision Principles of Management

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will: correctly perform operation, maintenance and troubleshooting procedures for the coaxial 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 SCTEs Broadband Distribution Specialist and Broadband Transportation Specialist certifications receive credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation Ideal for: Network support personnel, including: network dispatch technicians network trouble isolation technicians

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. understand and apply AC electronic theory 2. understand the theory of tap and passive equipment operation in the coaxial distribution system 3. understand and apply theory of operation for power supplies and amplifiers 4. describe the return path signal flow and major transmission elements 5. explain the concept of noise funneling on the return path and its effects
(Continued)

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COURSE OBJECTIVES (Continued)


6. discuss procedures for improving overall return path performance including the use of high-pass filters and step attenuators 7. understand sources of return path impairments and learn troubleshooting techniques 8. understand and apply theory of operation for forward and return optical receivers 9. understand and apply fiber-optic topologies and design requirements 10. explain the process of fiber-optic fault location using the OTDR 11. outline both emergency and permanent optical system restoration procedures

COURSE OUTLINE
1. distribution System Overview Applying basic electronics to distribution systems, comparing distribution system architectures, examining distribution system transmission equipment, measuring system vital signs and faults, troubleshooting and preventing signal outages and impairments 2. Alternating Current Understanding AC, 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 drops 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 path 16. measuring Signals in the Return Path Transmitting 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

OpCenTechSupII1210

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Fundamental Selling Skills


OVERVIEW

Part of the Customer Care Master Representative Certification Series

RELATED COURSES
Students completing this course should then enroll in: 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

Successful selling is the key to remaining competitive in todays 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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is four months from enrollment. This course is not eligible for extensions.

BENEFITS
Upon completion students will:

TRAINING FEATURES
Knowledge-based, broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson

know how to create, maintain and retain customer relationships understand the dynamics of outbound sales and up- and cross-selling receive credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for: Call center personnel, including: newly hired employees employees with sales responsibilities

COURSE OBJECTIVES
Upon completing this course sales professionals will be able to: act as sales consultants when interacting with customers create positive relationships with customers use questioning techniques to uncover customer needs present unique product attributes that meet customer needs describe products in terms of features, advantages and benefits gain and retain a customers interest overcome customer objections set effective sales goals and create action plans retain the business of existing customers identify and effectively use unique selling points in the sales presentation create and apply high-impact openings in an outbound sales situation or in an up-sell/cross-sell situation 12. effectively transition into up-selling and cross-selling additional products for increased sales revenue 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.
(Continued)

feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

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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 customers 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 customers buying signs 10. Outbound Sales Use high-impact openings to capture and hold a customers 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

FunSellSkill0910

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RECOmmENDED PREREQUISITE
Fundamental Selling Skills

Selling Against DBS Providers


Part of the Customer Care Master Representative Certification Series

RELATED COURSES
Students completing this course should then enroll in: Selling Digital Cable Selling High-Speed

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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is four months from enrollment. This course is not eligible for extensions.

Internet
Selling VoIP and

Digital Voice Services


Selling High-Definition

Television Selling Video On Demand Selling Personal Video Recorders Selling Against DSL Providers

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:

know the features and benefits of both cable and DBS be able to communicate the advantages of cable over DBS receive credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for: Call center personnel, including: newly hired employees employees with sales responsibilities

COURSE OBJECTIVES
Upon completing this course, sales professionals will be able to: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. identify the market share that DBS currently has versus that of cable describe the customer premises equipment required for DBS transmission explain the DBS equipment lease/purchase options explain the DBS equipment service and customer care processes describe current DBS packages and programming offers locate resources to identify new and upcoming DBS packages/offers list the features and benefits of DBS list the advantages of cable over DBS ask effective questions to determine customer needs and values use open and closed questions to uncover customer interest in and assumptions about DBS 11. describe the steps used to overcome customer objections 12. apply the steps to overcome customer objections to purchasing cable over DBS
(Continued)

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

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

SellAgDBS0910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

RECOmmENDED PREREQUISITE
Fundamental Selling

Selling Against DSL Providers


OVERVIEW

Skills

RELATED COURSES
Students completing this course should then enroll in: Selling High-Speed

Part of the Customer Care Master Representative Certification Series

Internet
Selling Digital Cable Selling VoIP and

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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is four months from enrollment. This course is not eligible for extensions.

Digital Voice Services


Selling High-Definition

Television
Selling Video On

Demand
Selling Personal Video

Recorders Selling Against DBS Providers

BENEFITS
Upon completion students will:

TRAINING FEATURES
Knowledge-based,

know the features and benefits of both cable and DSL be able to communicate the advantages of cable high-speed Internet over DSL receive credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for: Call center personnel, including: newly hired employees employees working with high-speed Internet service

COURSE OBJECTIVES
Upon completing this course, sales professionals will be able to: 1. describe the components of the DSL system 2. describe the customer premises equipment required for DSL 3. compare the market share currently held by DSL to that of cable high-speed Internet 4. explain the types of DSL service 5. discuss the factors affecting upload/download speeds 6. describe the typical components of DSL packages 7. describe the overall DSL installation options and customer service 8. describe the DSL packages available from the incumbent local exchange carriers (ILECs), major competitive local exchange carriers (CLECs) and Internet service providers (ISPs) 9. locate resources for the most current DSL offers as well as other information 10. give the definition of a feature, advantage and benefit 11. list the features and benefits of DSL
(Continued)

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

COURSE OBJECTIVES (Continued)


12. list the advantages of cable high-speed Internet access over DSL 13. ask effective questions to determine customer broadband Internet needs and values

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

SellAgDSL0910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

RECOmmENDED PREREQUISITE
Fundamental Selling

Selling High-Definition Television


OVERVIEW

Skills

RELATED COURSES
Students completing this course should then enroll in: Selling Against DBS

Part of the Customer Care Master Representative Certification Series

Providers
Selling Against DSL

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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is four months from enrollment. This course is not eligible for extensions.

Providers Selling Digital Cable Selling High-Speed Internet Selling VoIP and Digital Voice Services Selling Video On Demand Selling Personal Video Recorders

BENEFITS
Upon completion students will:
be familiar with the features and benefits of HDTV be able to communicate the advantages of HDTV cable over analog and

TRAINING FEATURES
Knowledge-based,

standard digital television, as well as Direct Broadcast Satellite (DBS) receive credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation Ideal for: Call center personnel, including: newly hired employees employees with sales responsibilities

COURSE OBJECTIVES
Upon completing this course, sales professionals will be able to: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. describe HDTV explain how HDTV is different from standard digital and analog television effectively use high-impact openings during HDTV outbound sales calls ask specific questions to determine if a customer owns the appropriate equipment to take advantage of HDTV service ask effective HDTV questions to uncover customer needs match the features of HDTV service to corresponding advantages and benefits position the benefits of HDTV to specific customer needs and preferences create and apply brief product descriptions of HDTV service use unique selling points effectively to make HDTV cable service stand out from the competition use unique selling points effectively to make HDTV service stand out as an important cable package enhancement in an upgrade situation
(Continued)

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

COURSE OBJECTIVES (Continued)


11. present the benefits of HDTV cable services over DBS 12. apply strategies to effectively manage and overcome common customer objections to the cable HDTV service and close the sale 13. create transition statements leading the customer from HDTV service to other cable services

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

SellHDTV0910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

RECOmmENDED PREREQUISITE
Fundamental Selling

Selling Video On Demand


Part of the Customer Care Master Representative Certification Series

Skills

RELATED COURSES
Students completing this course should then enroll in: Selling Against DBS

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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is four months from enrollment. This course is not eligible for extensions.

Providers
Selling Against DSL

BENEFITS
Upon completion students will:

Providers Selling Digital Cable Selling High-Speed Internet Selling VoIP and Digital Voice Services Selling High-Definition Television Selling Personal Video Recorders

be prepared to describe the features, advantages and benefits of VOD know how to use various selling points to discuss VOD receive credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation

TRAINING FEATURES
Knowledge-based,

Ideal for: Call center personnel, including: newly hired employees employees with sales responsibilities

COURSE OBJECTIVES
Upon completing this course, students will be able to: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. describe the advantages of VOD technology identify the competitive advantages of the VOD product apply the three main components of a high-impact opening to sell VOD service list several high-impact openings to introduce VOD service list several effective unique selling points to discuss the VOD service effectively use open and closed questions when selling VOD service match the features of VOD service to corresponding advantages and benefits list several high-impact openings to introduce the VOD service create and apply brief product descriptions of VOD match the unique selling points of VOD with a customers needs effectively position and sell cable VOD against market competitors apply strategies to effectively manage and overcome common customer objections to the VOD service and close the sale 13. create transition statements leading the customer from VOD service to other cable services

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

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 customers 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

SellVidDmd0910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

RECOmmENdEd PREREQUISITE
Fundamental Selling

Selling Personal Video Recorder


OVERVIEW

Skills

RELATEd COURSES
Students completing this course should then enroll in: Selling Against DBS

Part of the Customer Care Master Representative Certification Series

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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is four months from enrollment. This course is not eligible for extensions.

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

BENEFITS
Upon completion students will:

TRAINING FEATURES
Knowledge-based,

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 credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation

Ideal for: Call center personnel, including: newly hired employees employees with sales responsibilities

COURSE OBJECTIVES
Upon completing this course, sales professionals will be able to: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. describe the PVR product explain the type of service a PVR provides to consumers compare and contrast the PVR product to other cable television services effectively apply high-impact openings during PVR outbound sales calls apply appropriate probing techniques specific to PVR during customer interactions define the features of a PVR match the features of a PVR to their corresponding advantages and benefits apply brief product descriptions specific to a PVR during customer interactions describe the unique selling points of a PVR effectively sell against the competition while using a features, advantages and benefits chart apply strategies to effectively overcome customer objections identify up-selling and/or transitional sales opportunities
(Continued)

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

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

SellPrsVidRec0910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

RECOmmENDED PREREQUISITE

Selling VoIP and Digital Voice Services


Part of the Customer Care Master Representative Certification Series

Fundamental Selling

Skills

RELATED COURSES
Students completing this course should then enroll in: Selling Against DBS

OVERVIEW
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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is four months from enrollment. This course is not eligible for extensions.

Providers Selling Against DSL Providers Selling Digital Cable Selling High-Speed Internet Selling High-Definition Television Selling Video On Demand Selling Personal Video Recorders

TRAINING FEATURES
Knowledge-based,

BENEFITS
Upon completion students will:
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 credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation Ideal for: Call center personnel, including: newly hired employees employees working with telephony

COURSE OBJECTIVES
Upon completing this course, sales professionals will be able to: 1. answer basic technical questions about the way in which digital phone service is delivered 2. apply open and closed questions during the sale of digital phone service 3. match the features of digital phone service to their corresponding advantages and benefits 4. appropriately position the benefits and unique selling points of digital phone service to match customer needs and preferences 5. create and apply brief product descriptions for digital phone service 6. effectively position cables digital phone service offering against service provided by traditional phone companies 7. apply strategies to effectively manage and overcome common customer objections to digital phone service
(Continued)

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

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 cables 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

SellVoIPDigi0910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

RECOmmENDED PREREQUISITE

Selling Digital Cable


Part of the Customer Care Master Representative Certification Series

Fundamental Selling

Skills

RELATED COURSES
Students completing this course should then enroll in: Selling Against DBS

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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is four months from enrollment. This course is not eligible for extensions.

Providers
Selling Against DSL

Providers Selling High-Speed Internet Selling VoIP and Digital Voice Services Selling High-Definition Television Selling Video On Demand Selling Personal Video Recorders

BENEFITS
Upon completion students will:
understand digital cable service hardware, equipment and service

TRAINING FEATURES
Knowledge-based,

package options be familiar with the features and corresponding advantages and benefits of digital cable receive credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation Ideal for: Call center personnel, including: newly hired employees employees with sales responsibilities

COURSE OBJECTIVES
Upon completing this course, sales professionals will be able to: 1. identify the basic differences between analog TV, standard definition TV and HDTV 2. articulate the benefits that customers achieve with digital cable television service using analog televisions, standard definition televisions and HD televisions 3. discuss digital cable television services tiered packaging concepts 4. explain various hardware and equipment configuration options 5. identify general television characteristics and how those characteristics affect image quality 6. describe the impact broadcasts aspect ratio can have on the displayed image 7. apply the three main components of a high-impact opening to sell digital cable television services 8. use high-impact openings to introduce digital cable television services 9. apply unique selling points when presenting digital cable television services

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

COURSE OBJECTIVES (Continued)


10. 11. 12. 13. 14. 15. 16. 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 match the unique selling points of digital cable television with a customers needs, desires and viewing habits create and apply brief product descriptions of digital cable television service present the benefits of digital cable services over satellite services use the appropriate closing techniques based on a customers buying signs apply strategies to effectively manage and overcome common customer objections to digital cable television service and close the sale 17. identify up-selling and/or transitional sales opportunities for digital cable packages

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 customers 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 customers 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

SellDigiCable0910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

RECOmmENdEd PREREQUISITE
Fundamental Selling

Selling High-Speed Internet


Part of the Customer Care Master Representative Certification Series

Skills

RELATEd COURSES
Students completing this course should then enroll in: Selling Against DSL

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. Delivery Options: 1 All learning, lesson and final exams are delivered and taken online. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is four months from enrollment. This course is not eligible for extensions.

Providers
Selling Against DBS

Providers Selling Digital Cable Selling VoIP and Digital Voice Services Selling High-Definition Television Selling Video On Demand Selling Personal Video Recorders

BENEFITS
Upon completion students will:
understand the unique selling points of cable high-speed Internet service receive credit toward Jones/NCTI Customer Care Master Representative certification receive an industry-recognized Jones/NCTI certificate of graduation

TRAINING FEATURES
Knowledge-based,

Ideal for: Call center personnel, including: newly hired employees employees working with high-speed Internet service

COURSE OBJECTIVES
Upon completing this course, sales professionals will be able to: 1. describe the primary advantages of broadband technology 2. identify the three main components of a high-impact opening 3. compare and contrast cable high-speed Internet technology with other highspeed Internet technologies 4. given a situation, determine the most appropriate high-impact opening to use to introduce high-speed Internet service 5. describe how a trigger statement can be used to introduce high-speed Internet service 6. distinguish between open and closed questions 7. identify the appropriate questions to determine if a customers computer equipment meets the minimum requirements to support high-speed Internet service 8. compare and contrast features, advantages and benefits 9. apply features, advantages and benefits to a given customers needs 10. apply brief product descriptions to the beginning of a high-speed Internet sales presentation 11. match the unique selling points of cable high-speed Internet with a customers needs
(Continued)

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing Instructor led training available upon request

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

COURSE OBJECTIVES (Continued)


12. present the benefits of cable high-speed Internet access during competitive sales calls 13. use the appropriate closing technique based on a customers buying signs 14. apply strategies to effectively manage and overcome common customer objections to cable high-speed Internet service and close the sale 15. create effective transition statements leading the customer from high-speed Internet service to purchasing additional cable services

COURSE OUTLINE
1. Product Overview Describe the primary advantages of broadband technology and compare and contrast cable highspeed 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 highspeed 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 customers computer equipment meets the minimum requirements to support highspeed 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 customers needs 6. Unique Selling Points Match the unique selling points of cable highspeed Internet with a customers 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 customers 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

SellHSInter0910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

General Education Courses

General... Education Courses...

Workforce Performance Solutions

College Credits: 3

effective supervision
oVerVieW
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. Delivery Options: 3 Learning is a combination of online and textbook activities. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is six months from enrollment.

relAted CoUrses
Students completing this course should then enroll in: Introduction to

Business
Introduction to

Marketing
Principles of

Management

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will:

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

Ideal for: aspiring, new and experienced supervisors frontline supervisors as well as mid-level or senior managers

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes
Upon completing this course students will be able to: 1. identify the functions of the management process 2. identify significant changes in the composition of the workforce and how they affect the job of the supervisor 3. describe the four ingredients of an MBO program 4. explain how a supervisor can reduce business costs 5. compare and contrast group vs. individual decision-making 6. explain why an organization is centralized or decentralized 7. identify key laws and regulations affecting human resources practices 8. identify the three most popular sets of criteria supervisors appraise for employee performance 9. identify and define five personality characteristics relevant to understanding employee performance at work 10. describe the difference between a leader and a supervisor 11. list the barriers to effective communication 12. list the five basic techniques for resolving conflict
(Continued)

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

CoUrse oBJeCtiVes (Continued)


13. list the steps a supervisor can use to change negative employee attitudes 14. describe OSHA and its impact on supervisors 15. explain job safety problems

CoUrse oUtliNe
1. defining the supervisors 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 todays 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 supervisors 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

EffectSupervn0211

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

College Credits: 3

introduction to Business
oVerVieW
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. Delivery Options: 3 Learning is a combination of online and textbook activities. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

relAted CoUrses
Students completing this course should then enroll in: Effective Supervision Introduction to

Marketing Principles of Management

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will: 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

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

CoUrse oBJeCtiVes
Upon completing this course, students will be able to: 1. explain the U.S. business system and how business is conducted 2. discuss the global context of business 3. discuss conducting business responsibly and ethically 4. explain how to manage and organize a business 5. explain entrepreneurship and the small business 6. explain managing human resources and labor relations 7. discuss motivating, satisfying and leading employees 8. explain marketing processes and consumer behavior 9. discuss pricing, promoting, developing and distributing products/services 10. discuss quality improvement and production management
(Continued)

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

CoUrse oBJeCtiVes (Continued)


11. discuss accounting and information systems 12. discuss money and banking 13. discuss securities and investments

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
IntroBus0910

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

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

College Credits: 3

introduction to Marketing
oVerVieW
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. Delivery Options: 3 Learning is a combination of online and textbook activities. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

relAted CoUrses
Students completing this course should then enroll in: Principles of

Management
Introduction to

Business
Effective Supervision Cable Network

Overview

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will:
bring a customer-centric approach to business understand the marketing components of todays 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

broadband and jobspecific content Highly illustrated and easyto read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

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

CoUrse oBJeCtiVes
Upon completing this course, students will be able to: 1. 2. 3. 4. define marketing and discuss its core concepts explain functional planning strategies and assess marketings role in strategic planning discuss how companies conduct e-commerce to profitably deliver more value to customers explain how changes in demographic and economic environments affect marketing decisions 5. explain how companies analyze and distribute marketing information

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

CoUrse oBJeCtiVes (Continued)


6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. understand the consumer market, including the major factors that influence consumer buying behavior explain how companies identify market segments and choose a market-coverage strategy describe the roles of product and service branding, packaging, labeling and product support services explain how companies find and develop new product ideas identify and explain the external and internal factors affecting a firms pricing decision explain how companies select, motivate and evaluate channel members explain the marketing decisions facing retailers and wholesalers describe and discuss the major decisions involved in developing an advertising program identify the major forms of direct marketing explain how companies adapt their marketing for international markets describe the principles of socially responsible marketing

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 marketings role, planning marketing, partnering to build customer relationships, marketing strategy and the marketing mix and managing the marketing effort 3. the Marketing environment The companys microenvironment, the companys 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
IntroMrktng0910

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

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

College Credits: 3

Principles of Management
oVerVieW
This course focuses on todays 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. Delivery Options: 3 Learning is a combination of online and textbook activities. Completion Time: Varies based on the students self-study pace, however, the maximum time allowed is six months from enrollment.

relAted CoUrses
Students completing this course should then enroll in: Introduction to

Business
Introduction to

Marketing
Effective Supervision

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will:

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

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

Ideal for: Technical and nontechnical leadership personnel throughout the organization, including: current managers aspiring managers

CoUrse oBJeCtiVes
Upon completing this course, students will be able to: 1. 2. 3. 4. 5. 6. 7. 8. develop a successful leadership style make better decisions affecting the organization properly motivate employees to work toward organizational goals recognize and address challenges related to multicultural business environments establish effective leadership and business goals plan and manage change successfully build and lead teams improve decision making about staffing Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

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 todays employees and what managers should know about individual behavior 12. Communicating in todays 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 leaders 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

PrncMngmt0211

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

College Credits: 3

Business law and the legal environment


oVerVieW
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. Delivery Options: 3 Learning is a combination of online and textbook activities. Completion Time: Varies based on a students self-study pace, however, the maximum time allowed is six months from enrollment.

relAted CoUrses
Students completing this course should then enroll in: Introduction to

Business
Introduction to

Marketing
Principles of

Management

trAiNiNg FeAtUres
Knowledge-based,

BeNeFits
Upon completion students will:
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

broadband and jobspecific content Highly illustrated and easy to read course materials Career path advisement Online lesson feedback and progress monitoring at www.jonesncti.com Online testing instructor led training available upon request

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

Visit www.jonesncti.com and click FAQ for important information on computer hardware/ software requirements and Jones/NCTI course policies.

(Continued)

Workforce Performance Solutions

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

CoUrse oBJeCtiVes
Upon completing this course students will be able to: 1. explain the meaning of law and give examples of the law in terms of rules and social conduct 2. describe the effect of law on business and identify portions of the law which are considered to comprise Business Law 3. explain the criteria necessary for a valid electronic contract 4. distinguish between the federal and the state courts systems and identify the types of courts which make up each system 5. distinguish between torts and crimes and identify the necessary components of criminal liability 6. describe the nature of torts in a business context and define what is meant by negligence in tort liability 7. describe the behaviors necessary to meet current ethical standards 8. explain the laws governing equal opportunity to employees 9. define the meaning of the term contract and identify the elements of a contract 10. define the term mutual assent and identify and describe methods by which an offer can be terminated 11. define consideration and identify and discuss circumstances under which a court will enforce an agreement despite absence of consideration 12. define capacity and relate the concept of contractual capacity to the right of insane persons, intoxicated persons, aliens and convicts 13. define legality as it relates to contract law and identify special circumstances under which an illegal agreement will be upheld 14. define reality of consent, duress, undue influence and distinguish between fraud and misrepresentation 15. describe the basic elements of a written contract 16. distinguish between a condition and a promise and explain the intent of parole evidence 17. 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 rights 18. explain intellectual property and Internet law

CoUrse oUtliNe
1. legal Heritage and Critical legal thinking 2. Constitutional law for Business and online Commerce 3. traditional, Alternative and e-Commerce dispute resolution 4. torts and Privacy 5. Business and Cyber Crimes 6. ethics and social responsibility of Business 7. Contracts: Classification, Agreement and Consideration 8. Contract: Capacity, legality, Assent and Writing 9. Contracts: third-Party rights, Performance, Breach and remedies 10. sales and lease Contracts: Formation, title and risk 11. sales and lease Contracts: Performance and Breach 12. Warranties, Product liability and Consumer Protection 13. e-Commerce Contracts 14. sole Proprietorships, Partnerships and limited liability Companies 15. Corporations 16. Agency and employment 17. equal opportunity in employment 18. intellectual Property and internet law 19. real Property and environmental Protection 20. Personal Property, Bailments and insurance

BusinessLaw0910

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

WeB ClAssrooM CoUrses

introduction to PC Applications
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. Delivery Options: 1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments.

College Credits: 3 relAted CoUrses


Students completing this course should then enroll in: Effective Supervision Introduction to

This course contains a CD-ROM.

Business Introduction to Marketing Principles of Management Business Law and the Legal Environment

Completion Time: This is a ten week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-121-introduction-to-pc-applications.aspx for the complete course description.

stress Management
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 is a ten week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-122-stress-management.aspx for the complete course description.

College Credits: 3 relAted CoUrses


Students completing this course should then enroll in: Excellence in Customer

Service
Customer Service for

Technicians
Business Writing Effective Supervision

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

WeB ClAssrooM CoUrses

technical Writing
Students in the Technical Writing course will develop skills that can be applied to a variety of technical documents. The course focuses on the principles for organizing, writing and revising clear, readable documents for industry, business and government. Delivery Options: 1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments. Completion Time: This is a 10 week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-130-technical-writing.aspx for the complete course description.

College Credits: 3 relAted CoUrses


Students completing this course should then enroll in: Business Writing Time Management Introduction to

Business
Introduction to

Marketing

technical Mathematics
Technical Mathematics covers material designed for career technical or general studies for students who need to study particular mathematical topics. Topics will include measurement, algebra, geometry, trigonometry, graphs and finance. These are presented on an introductory level and the emphasis is on applications. Delivery Options: 1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments. Completion Time: This is a 10 week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-131-technical-mathematics.aspx for the complete course description.

College Credits: 4 relAted CoUrses


Students completing this course should then enroll in: College Algebra English Composition Introduction to PC

Applications Introduction to Business

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

WeB ClAssrooM CoUrses

Cultural diversity in Business

College Credits: 3 relAted CoUrses


Students completing this course should then enroll in: Intercultural

Cultural Diversity in Business is the business persons guide to cultural, travel and information resource needs in the international arena. The course also covers specifics in negotiation, communication (verbal and nonverbal), networking and understanding what individual countries needs are as to business culture. Delivery Options: 1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments. Completion Time: This is a 10 week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-137-cultural-diversity-in-business.aspx for the complete course description.

Communications Effective Supervision Principles of Management Interpersonal Communication

Business Writing

College Credits: 1 relAted CoUrses


Students completing this course should then enroll in: Introduction to

Business Writing focuses on specific business writing processes needed to produce business memos, email, good and bad news messages, reports, graphics in writing, electronic presentations 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: This is a ten week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-123-business-writing.aspx for the complete course description.

Business Introduction to Marketing Principals of Management Effective Supervision

time Management

College Credits: 1 relAted CoUrses


Students completing this course should then enroll in: Effective Supervision Principles of

Time Management provides students with the conceptual knowledge and tools to make better use of their time in the management function. Delivery Options: 1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments. Completion Time: This is a 10 week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-138-time-management.aspx for the complete course description.

Management Introduction to Business Interpersonal Communication

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

WeB ClAssrooM CoUrses

intercultural Communications
Intercultural Communications explores the link between culture and communication and will enhance communication skills and the abilities appropriate to a multicultural society. Emphasis will be on understanding diversity within and across cultures. Relevant concepts include perception, worldview, context, ethics, language and nonverbal communication. Delivery Options: 1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments. Completion Time: This is a 10 week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-133-intercultural-communication.aspx for the complete course description.

College Credits: 3 relAted CoUrses


Students completing this course should then enroll in: Cultural Diversity in

Business Effective Supervision Principles of Management Interpersonal Communications

interpersonal Communication
Interpersonal Communication examines the communication involved in interpersonal relationships occurring in family, social and career situations. Relevant concepts include self-concept, perception, listening, nonverbal communication and conflict. Delivery Options: 1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments. Completion Time: This is a 10 week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-132-interpersonal-communication.aspx for the complete course description.

College Credits: 3 relAted CoUrses


Students completing this course should then enroll in: Intercultural

Communication Principles of Management Principles of Supervision Cultural Diversity in Business Stress Management

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

WeB ClAssrooM CoUrses

Business Communication and report Writing


Business Communication and Report Writing emphasizes effective business writing and covers letters, memoranda, reports, application letters and resumes. Includes the fundamentals of business communication and an introduction to international communication Delivery Options: 1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments. Completion Time: This is a 10 week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit ww.jonesncti.com/p-140-business-communication-report-writing.aspx for the complete course description.

College Credits: 3 relAted CoUrses


Students completing this course should then enroll in: Technical Writing Cultural Diversity in Business Business Law Intro to Business Principles of Supervision

Consumer Behavior
Consumer Behavior enables the student to understand the variables that affect consumer behavior in the marketplace and the implications of this knowledge for marketing decisions and strategies. Delivery Options: 1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments. Completion Time: This is a 10 week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-134-consumer-behavior.aspx for the complete course description.

College Credits: 3 relAted CoUrses


Students completing this course should then enroll in: Principles of Sales Negotiation and Conflict Resolution High Speed Data Customer Service Understanding Broadband Technology Broadband Cable Overview

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

WeB ClAssrooM CoUrses

Negotiation and Conflict resolution


Negotiation and Conflict Resolution presents proper techniques in negotiation and conflict resolution. Key practices that determine successful negotiation are explored. This course covers principles of conflict resolution including business policies, accepted business practices contracts, labor union contracts, pay raises and starting salaries. Delivery Options: 1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments. Completion Time: This is a ten week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-141-negotiation-conflict-resolution.aspx for the complete course description.

College Credits: 3 relAted CoUrses


Students completing this course should then enroll in: Interpersonal

Communication Stress Management Cultural Diversity in Business Business Communication and Report Writing Customer Service

Principles of sales
Principles of Sales enables the student to understand and develop ethical sales techniques and covers the role of selling in the marketing process. Areas of emphasis include behavioral considerations in the buying and selling process and sales techniques. Delivery Options: 1 Learning takes place with an instructor in an online classroom and will include homework activities and weekly assignments. Completion Time: This is a 10 week accelerated course which will require weekly assignments and periodic online communication with an instructor. This course is not eligible for extensions. Visit www.jonesncti.com/files/pdfs/edu/AASScheduleofclasses.pdf to download a list of start dates. Visit www.jonesncti.com/p-139-principles-of-sales.aspx for the complete course description.

College Credits: 3 relAted CoUrses


Students completing this course should then enroll in: Customer Service

Legal Environment of Business Intercultural Communication Principles of Marketing

For more information, call 866.575.7206, email sales@jonesncti.com or visit www.jonesncti.com

This form may be photocopied.

College Program Enrollment Application


Effective January 1, 2011. Tuition pricing subject to change.
www.jonesncti.com
ALL FIELDS REQUIRED

PLEASE PRINT CLEARLY

Section 1: Company Information

Course and reports will be sent to: System/Business Name _____________________________________________________________ Jones/NCTI Training Coordinator Name ___________________________________________ Title _____________________________ Street Address for FedEx _________________________________________________ Email ___________________________________ City __________________________________________________ State ______ ZIP ___________ Country ________________________ Phone _____________________________ Ext. ______________ Fax ________________________________________________________
(Cannot be the same as student)

Section 2: Student Information

ALL FIELDS REQUIRED

Full Legal Name ____________________________________________ Student Acct. # (If assigned) _______________________________


(Not your SSN#)

Title ___________________________________________________________________ Birth Date _______________________________________ Work Phone _______________________ Home Phone ____________________ Email _________________________________________ Home Address ________________________________________________________________________________________________________ City __________________________________________________ State ______ ZIP ___________ Country ________________________ I do not wish to receive promotional communication from Jones/NCTI, Inc. I agree and consent to the disclosure of (1) my personal information provided to Jones/NCTI, (2) my assessment results, as well as related information and correspondence (e.g., testing sites and dates), and (3) course enrollment information (e.g., course start and end dates, course status and course score) received through all Jones/NCTI programs and courses to authorized representatives of the following parties: (a) Jones/NCTI; (b) my current employer/contracting agency; (c) prospective future employers/contracting agencies; and (d) various MSOs that are participating in such Jones/NCTI programs. I agree to be bound by the Jones/NCTI Terms of Use and Privacy Policy available at www.jonesncti.com. Student Signature __________________________________________________ Date _________________________________________

Section 3: Program and Course Information


If transfer, transferring from: Student Name _____________________ Student Number _______________________
Courses Purchased __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ Quantity Price

________ $ ___________ ________ $ ___________ ________ $ ___________ ________ $ ___________

Total ________ $ ___________


Authorized Signature ________________________________________________ Date _________________________________________

Section 4: Payment Information*


Check: Amount of Enclosed Check $ __________________________ Credit Card: Credit Card Type MC VISA AMEX

*Canada add $15 per course for shipping International (outside U.S. & Canada) add $50 per course

Credit Card Number _________________________________ Expiration Date ____________ Amount to Charge ________________ Name as it Appears on Card __________________________________ Cardholder Signature __________________________________

For Jones/NCTI Use


System I.D. _____________________ Check Number ___________________ Amount _________________ Date _______________________
Jones/NCTI, Inc. 9697 East Mineral Avenue Centennial, CO 80112 USA Phone: 303.797.9393 Fax: 303.797.9394 www.jonesncti.com

For online courses, please visit https://www.jonesncti.com/t-faqs.aspx for important information on computer hardware/software requirements and student-to-student transfer and extension limitations.

SYMBOL KEY

Web Classroom Courses


Introduction to PC Applications Stress Management Technical Writing Technical Mathematics Cultural Diversity in Business Business Writing Time Management Intercultural Communications Interpersonal Communication Business Communication and Report Writing Consumer Behavior Negotiation and Conflict Resolution Principles of Sales $685 $685 $685 $800 $685 $515 $515 $685 $685 $685 $685 $685 $685

College Credit Available

5 1

51 51 51 51 51 514 51 51 51 51 51 51 51 53 53 53 53 53

Web Classroom Course

Online/Paper Blend* CD ROM Included


* All lesson exams and final exams are taken online
Web Classroom: Learning takes place in an online classroom with an instructor and will include homework activities and weekly assignments. Internet connectivity is required to complete this course. Online/Paper Blend: Learning is a combination of online and textbook activities. Internet connectivity is required to complete this course.

General eduCation Courses


Effective Supervision Introduction to Business Introduction to Marketing Principles of Management Business Law and the Legal Environment
*Canada add $15 per course for shipping International (outside U.S. & Canada) add $50 per course

$685 $685 $685 $685 $685

COPRO-11/10

This form may be photocopied.


PLEASE PRINT CLEARLY

Enrollment Application
Effective May 1, 2011. Tuition pricing subject to change.
www.jonesncti.com
ALL FIELDS REQUIRED

Section 1: Company Information

Course and reports will be sent to: System/Business Name _____________________________________________________________ Jones/NCTI Training Coordinator Name ___________________________________________ Title _____________________________ Street Address for FedEx _________________________________________________ Email ___________________________________ City __________________________________________________ State ______ ZIP ___________ Country ________________________ Phone _____________________________ Ext. ______________ Fax ________________________________________________________
(Cannot be the same as student)

Section 2: Student Information

ALL FIELDS REQUIRED

Full Legal Name ____________________________________________ Student Acct. # (If assigned) _______________________________


(Not your SSN#)

Title ___________________________________________________________________ Birth Date _______________________________________ Work Phone _______________________ Home Phone ____________________ Email _________________________________________ Home Address ________________________________________________________________________________________________________ City __________________________________________________ State ______ ZIP ___________ Country ________________________ I do not wish to receive promotional communication from Jones/NCTI, Inc. I agree and consent to the disclosure of (1) my personal information provided to Jones/NCTI, (2) my assessment results, as well as related information and correspondence (e.g., testing sites and dates), and (3) course enrollment information (e.g., course start and end dates, course status and course score) received through all Jones/NCTI programs and courses to authorized representatives of the following parties: (a) Jones/NCTI; (b) my current employer/contracting agency; (c) prospective future employers/contracting agencies; and (d) various MSOs that are participating in such Jones/NCTI programs. I agree to be bound by the Jones/NCTI Terms of Use and Privacy Policy available at www.jonesncti.com. Student Signature __________________________________________________ Date _________________________________________

Section 3: Program and Course Information


If transfer, transferring from: Student Name _____________________ Student Number _______________________
Courses Purchased Delivery Options *
Online Only Blended Paper-Based

Quantity

Price

_____________________________________ _____________________________________ _____________________________________ _____________________________________

________ $ ___________ ________ $ ___________ ________ $ ___________ ________ $ ___________

*please see back side of application for availability

Total ________ $ ___________

Authorized Signature ________________________________________________ Date _________________________________________

Section 4: Payment Information*


Check: Amount of Enclosed Check $ __________________________ Credit Card: Credit Card Type

*Canada add $15 per course for shipping International (outside U.S. & Canada) add $50 per course

MC

VISA

AMEX

Credit Card Number _________________________________ Expiration Date ____________ Amount to Charge ________________ Name as it Appears on Card __________________________________ Cardholder Signature __________________________________

For Jones/NCTI Use


System I.D. _____________________ Check Number ___________________ Amount _________________ Date _______________________
Please note, your course may carry an updated Course Policy. Login to your course at jonesncti.com and at the course introduction page, click Course Policy to read your Course Policy details. Jones/NCTI, Inc. 9697 East Mineral Avenue Centennial, CO 80112 USA Phone: 303.797.9393 Fax: 303.797.9394 www.jonesncti.com

For online courses, please visit https://www.jonesncti.com/t-faqs.aspx for important information on computer hardware/software requirements and student-to-student transfer and extension limitations.

Technical
Quick Start Installer Installer Installer (with Resource Guide) TechSELLence General Safety Customer Service for Technicians Broadband Digital Installer Troubleshooting Advanced Services Computers & Broadband Modems IP Voice Installing SMB Telecom Service High Speed Data Installation Installer Technician Telephone Home Wiring Consumer Digital Electronics Service Technician Return Path Operations Spanish Return Path Operations Digital Technician Fiber Installation & Activation System Technician Fiber Testing & Maintenance Advanced Technician Broadband HFC Network Testing and Measurements Understanding Voice & Data Networks Exploring Wireless Technologies Networking Technician Package Introduction to Networking: Home and Peer-to-Peer Networks Introduction to Networking: Local Area Networks Introduction to Networking: Wide Area Networks Internetworking with TCP/IP Introduction to Networking: Wireless

( ( (( (( ( ((( ( ( (( (( ( (( ( (((( (( ( ( (( (( ( ( (( ( ( (( ( ((

cusTomer managemenT & supporT


Excellence in Customer Service Cable Network Overview Delivering Cable Services Digital Voice Customer Care: Overview Customer Service Through Troubleshooting Basic Broadband Troubleshooting High-Speed Data Customer Service Advanced High-Speed Data Customer Service Operations Center Technical Support I Operations Center Technical Support II Operations Center Technical Support III Fundamental Selling Skills Selling Against DBS Providers Selling Against DSL Providers Selling High Definition Television Selling Video On Demand Selling Personal Video Recorders Selling VoIP and Digital Voice Selling Digital Cable Selling High Speed Internet

$415 $310 $470 $310 $260 $520 $470 $575 $520 $675 $675 $195 $145 $145 $145 $145 $145 $145 $145 $145

5 AR MAR MSR MTSR MHSDRMNOCR 5 AR MAR MSR MTSR MHSDRMNOCR 5 MAR MTSR MHSDRMNOCR
MTSR

Master Technician Customer Premises

7 8

Master Technical Services Rep

OCR MNOCR OCR MNOCR

Senior Master Technician

Master Network Ops. Center Rep

OCR MNOCR AR MAR

MSR MTSR MHSDR MNOCR

MSR

MSR MSR

Canada add $15 per course for shipping. International (outside U.S. & Canada) add $50 per course.

MSR

MSR

MSR

MSR

general educaTion

MSR

Effective Supervision Introduction to Business Introduction to Marketing Principles of Management Business Law and the Legal Environment

$685 $685 $685 $685 $685

5 5 5 5 5
GENAP-0112

Note 1: College credit applicable to AGS degree-seeking students prior to 2010 only

(
MNOCR

5 MAR MTSR 5 MHSDR MTSR 5 MHSDR

Master Technician HFC Networks

Operations Center Rep

(
OCR

MTSR

Master High-Speed Data Rep

(
MHDSR

(
MTSR

Online Only $260 $520 $645 $100 $260

$365 $470 $260

Blended

$675

$675

$415 $415 $415 $415

College Credit Available

Master Account Rep Master Sales Rep

6 Master Technician

(
MSR

(
MAR

$415

Paper Based

$365 $520 $470 $520

$675 $365 $365 $365 $365 $520 $575 $575 $675 $625 $520 $415


DELIVERY OPTIONS
Online Only: All learning, lessons and final exams are delivered and taken online. Internet connectivity is required to complete this course. Blended: Learning is a combination of online and textbook activities. Internet connectivity is required to complete this course. Paper Based: Learning takes place using a textbook. Lesson and final exams are taken online. Internet connectivity is recommended for exams.

5679 5679
1) (Note 579 (Note 579 1) (Note 579 1) 5679 5689 789 789 5 DVD 54689 5689 DVD 54689 5689 (Note 59 1)

SYMBOL KEY SYMBOL KEY

DVD Included
DVD

Account Rep

(
AR