Chapter 11, A Guide to Customer User Support Quiz 11, Chapter 11 Quiz Tech Cust, Tech Support Admin. Ch. 11, Tech Sup Chapter 11

8. True or False? A first-time trainer should read notes and slides to trainees in order to avoid making a mistake or omitting important material.

8. False

Which of these is the sequence of steps in the training process? A) prepare B) plan C) present D) progress A, B, C, D C, B, A, D B, A, D, C B, A, C, D

B, A, C, D

Training and education are distinct processes that are independent of each other.

False

Training is a teaching and learning process that aims to provide conceptual understanding and long-term thinking skills.

False

a trainee who learns most effectively by seeing new material in the form of words

Visual learner/verbal

Which of the following skill levels deals with performing a task effectively and efficiently? a. concepts and understanding b. basic skills c. expertise d. all of these

c. expertise

Which one of the following is not a step in the training process described in this chapter? a. plan b. present c. perform d. progress

c. perform

Learning that occurs among members of a group where each participant works on a part of a project, such as a case study.

cooperative learning

Which of the following learning methods results in the highest retention and trainee performance? a. listen b. read c. observe d. problem solve

d. problem solve

Which of these assessment tools is aimed primarily at evaluating a trainer's effectiveness? a. quizzes b. tests c. hands-on activities d. training evaluation surveys

d. training evaluation surveys

Most trainers start from scratch when they develop a list of topics to cover in a training session.

false

Knowledge or job skills learned during interactions among trainees in a classroom or collaborative learning environment.

social learning

One of the most effective ways to enable users to be more self-reliant is through a ____

user training program

One of the most effective ways to enable users to be more self-reliant is through a ____.

user training program

Which of the sequences below ranks the cognitive skills in Bloom's Taxonomy from simple to complex? A) Know B) Analyze C) Synthesize D) Evaluate

A, B, C, D

a choice among several instructional technologies, media, or approaches to presenting information or training materials

Delivery method

Experienced trainers prepare a complete set of notes which they read to trainees to make sure that no important material is omitted. t/f

F

At the end of the planning step, a trainer can describe both the training objectives and how the training will be presented.

False

a statement of the knowledge and skills trainees need to learn

Learning objective

the way each trainee learns most effectively

Learning style

Which of these learning methods generally results in the lowest retention and poorest traineed performance?

Listen

Which is true of small groups training versus larger classes?

More individual assistance is available

a combination of text, still images, animation, and sound used as part of a presentation.

Multimedia materials

Which of these is not one of the steps in the training process?

Perform

During which training step does a trainer develop details about the specific topics to cover and how to present them?

Preparation

Which of these learning methods results in the highest retention and trainee performance? Perform Read Observe Problem solve

Problem solve

A learning objective is a statement of the knowledge and skills trainees need to know. t/f

T

A trainer who is unsure of the ability levels in a group of trainees may need to administer a short pretest to determine their baseline ability levels. t/f

T

A useful source of information about the content trainees need is their position descriptions. t/f

T

Assessment of training activities measures the performance of both the trainees and the trainer. t/f

T

Bloom's Taxonomy of cognitive skills includes 6 categories of skill levels from simple behaviors, such as ability to remember facts, to complex skills, such as evaluating information. t/f

T

How trainees perform on hands-on exercises is rarely useful feedback to a trainer on the effectiveness of his or her training methods.

T?

The final task in training preparation is assessment, which measures whether the training activities have met the intended learning and performance goals.

T?

a teaching and learning process that aims to build skills that are immediately useful to trainees -Related to, but different from, education -Skills may be long-term -Some tasks may be performed only once

Training

In general, it is preferable to reduce the number of training topics and to cover them thoroughly rather than to try to cover too much material.

True

The textbook states that mass market training materials may change the role of user trainer from preparer and presenter to coordinator and evaluator.

True

Which of these is not a role that user uspport trainers are likely to perform int he future?

Design and develop CBT and WBT modules

a trainee who learns most effectively by performing a task

Experiential learner

Which of these skill levels deals with an ability to perform a task effectively and efficiently

Expertise

Which statement accurately describes the costs associated with tutorials as a training delivery method? The development cost is high, but the cost per user is low. The development cost is high, and the cost per user is high. The development cost is low, but the cost per user is high. The development cost is low, and the cost per user is low.

The development cost is high, but the cost per user is low.

Experienced trainers find that more short breaks during a training session are preferable to fewer, long breaks.

True

In Bloom's Taxonomy of cognitive skills, the simplest level is knowledge, the ability to remember facts or information.

True

Users usually need at least a basic understanding of a computer's operation before they can become skills users of technology.

True

Visual aids are an effective training delivery method because many trainees retain visual information better than information they have only heard.

True

When organizing a list of topics, most trainers begin with lower-level skills, such as basic vocabulary terms and concepts first, and then progress to skill-building activities.

True

Web based training is most similar to which of these other training delivery methods?

computer-based training

During which step in a training session should a trainer provide pointers to additional information and resources for trainees who are interested? Present new material Perform training activity Summarize main points Describe next steps

describe next steps

During which of these steps in a training session should a trainer cover what trainees will achieve by the end of the training and why the training is useful?

establish motivation

A trainee who learns best by performing a task is called a(n) ____. auditory learner visual learner experiential learner effective learner

experiential learner

Printed materials designed to be taken away by trainees from a training session to refresh a user's memory are called __________.

handouts, cheatsheets

"Describe the steps in the user training process." is an example of a(n) ____.

learning objective

Which of these learning methods generally results in the lowest retention and poorest trainee performance?

listen

Performance objectives for a training session should be ___

measurable

Performance objectives for a training session should be ____.

measurable

Performance objectives for a training session should be ____. achievable measurable verifiable flexible

measurable

Which is true of small group training versus larger classes?

more individual assistance is available

Which is true of small groups training versus larger classes? Less individual assistance is available About the same level of individual assistance is available More individual assistance is available No individual assistance is available

more individual assistance is available

Which of these learning methods results in the highest retention and trainee performance?

problem solve

Which statement accurately describes the costs associated with turorial training delivery methods?

the development cost is high, but the cost per user is low

A disadvantage of classroom training is that all trainees do not learn at the same pace.

true

An experiential learner and a kinesthetic learner are two words that mean the same thing.

true

The best performance objectives for a training session specify how well a trainee needs to be able to perform a task, such as speed or accuracy.

true

1. True or False? One goal of end-user training is to make users as self-reliant as possible in order to reduce their need for support

1. True

2. True or False? Training is a teaching and learning process that primarily aims to develop conceptual understanding and long-term thinking skills

2. False

3. True or False? The best performance objectives for a training session specify how well a trainee needs to be able to perform a task.

3. True

4. True or False? Experienced trainers agree that most trainees learn best by watching a demonstration.

4. False

5. True or False? Due to the popularity of self-guided training materials and online interactive training delivery systems, the role of support specialists as trainers is likely to disappear in the next few years.

5. False

6. True or False? Trainers often discover that more short breaks during a training session are preferable to fewer long breaks.

6. True

7. True or False? Effective trainers often cover bells-and-whistles features in a software package to pique trainees' interests.

7. False

Which of the sequences below ranks the cognitive skills in Bloom's Taxonomy from simple to complex? A) Know B) Analyze C) Synthesize D) Evaluate D, A, C, B C, D, A, B D, C, B, A A, B, C, D

A, B, C, D

a trainee who learns most effectively by listening to someone talk through new material

Auditory learner

In which training format are differences in skill levels among trainees a common problem for trainers?

Classes

In which training format are differences in skill levels among trainees a common problem for trainers? Classes Small groups/teams One-to-one training Self-guided training

Classes

Which of these training formats is generally the most cost-effective because the ratio of trainees to trainers is highest?

Classes

Which of these training formats is generally the most cost-effective because the ratio of trainees to trainers is highest? Classes Small groups/teams One-to-one training Self-guided tutorials

Classes

Describe an advantage of each of the following training formats: classes, small groups, one-to-one, and self-guided tutorial.

Classes: most cost effective, social learning Small Group: more interaction with instructor and class One-to-one: personal training for individual Self-guided: trainee can work at their own pace

It involves: -Group discussions -Collective hands-on activities -Group problem solving -Role playing -Participation on a case study team

Collaborative learning

Which of the following training delivery methods does not necessarily make use of technology as part of the delivery method?

Collaborative learning

It is a combination of: -Tutorials -Multimedia -Product demonstrations -Hands-on activities

Computer-based training (CT)

Which of these skill levels deals with the meanings of the words people use to exchange information about a subject?

Concepts and understanding

__________is a skill level in which a trainee learns the basic vocabulary needed to communicate with others.

Concepts level

Which of the sequences below ranks learning methods from highest retention and performance to lowest? A) observe a task B) listen to a lecture C) read a book D) solve a problem D, A, C, B C, D, A, B D, C, B, A A, B, C, D

D, A, C, B

In the early part of a training session, how should the topics below be organized into a sequence? A) present new material B) establish motivation C) introduce new topic D) review previous topic B, C, D, A D, C, B, A C, A, B, D A, B, C, D

D, C, B, A

Which of the sequences below ranks learning methods from highest retention and performance to lowest? A) observe a task B) listen to a lecture C) read a book D) solve a problem

DACB

During which step in training session should a trainer provide pointers to additional information and resources for trainees who are interested?

Describe next steps

provides conceptual understanding and builds long-term thinking skills

Education

During which of these steps in a training session should a trainer cover what trainees will achieve by the end of the training and why the training is useful?

Establish motivation

A performance objective is a statement of the knowledge and skills trainees need to learn by the end of a training session. t/f

F

A training session that introduces new material, presents the new material and then summarizes what was learned is too repetitious. t/f

F

At the end of the planning step, a trainer can describe both the training objectives and how the training will be presented. t/f

F

Demonstrating bells and whistles (less frequently used features of technology) is an important way to add interest and reduce boredom in a training session. t/f

F

Due to the popularity of self-paced training materials and online, interactive training delivery methods, the role of support specialists as trainers is likely to disappear in the next few years. t/f

F

Experienced trainers agree that a single learning style is effective for most trainees. t/f

F

Experienced trainers have found that web-based training (WBT) makes low-cost, uniformly high quality, effective training available world-wide. t/f

F

Hands-on training activities are not as effective as demonstrations as a training delivery method. t/f

F

In Bloom's Taxonomy of cognitive skills, the highest level is application, or the ability to use information in a new situation. t/f

F

In a training session, the division of time between reviewing previous material and introducing new material should be about 50-50. t/f

F

Learning objectives and performance objectives are two terms that mean the same thing. t/f

F

Most trainers start from scratch when they develop a list of topics to cover in a training session. t/f

F

Multimedia materials are an effective, low cost delivery method for training materials. t/f

F

The cost per trainee of classroom training versus small group training is about the same. t/f

F

The most effective training format for end users is small classes. t/f

F

To analyze the feedback on training evaluation forms, a trainer should look for very high or very low scores because these are most helpful in identifying strengths and ways to improve training. t/f

F

Training and education are distinct processes that are independent of each other. t/f

F

A learning management system is a software application that automates the role of trainer for small businesses that cannot afford a trainer position.

False

Analogies are especially helpful tools when trainees are working on skill-building and expertise.

False

Demonstrating bells and whistles (less frequently used features of technology) is an important way to add interest and reduce boredom in a training session.

False

Experienced trainers agree that a single learning style is effective for most trainees.

False

Experienced trainers do not rely on the evaluation feedback from trainees because trainees are rarely qualified to provide feedback to experienced trainers.

False

Experienced trainers have found that web-based training (WBT) makes low-cost, uniformly high quality, effective training available world-wide.

False

Handouts or reference sheets for trainees to take away from a training session should be simple, but comprehensive.

False

Hands-on training activities are not as effective as demonstrations as a training delivery method.

False

In Bloom's Taxonomy of cognitive skills, the highest level is application, or the ability to use information in a new situation.

False

In a training session, the division of time between reviewing previous material and introducing new material should be about 50-50.

False

Most trainers start from scratch when they develop a list of topics to cover in a training session.

False

Self-guided tutorials permit trainees to work at their own pace, are cost-effective, and help is available any time it is needed.

False

Since users are primarily adults, no explanation of motivation ("Why are we learning this?"), is needed in a training session.

False

The cost per trainee of classroom training versus small group training is about the same.

False

To analyze the feedback on training evaluation forms, a trainer should look for very high or very low scores because these are most helpful in identifying strengths and ways to improve training.

False

When a trainer is confronted with trainees of varying ability levels, the trainer should target the training activities to the lowest ability level to meet the needs of all trainees.

False

When trainers begin to prepare specific training materials for a session, they generally start from scratch to avoid copyright problems.

False

Which of these learning methods generally results in the lowest retention and poorest trainee performance?

Listen

____________________ is a form of one-to-one training in which a work colleague or supervisor plays a role as coach and mentor to a new employee.

On-the-job training

in which a work colleague or supervisor plays the role of coach and mentor to a trainee

One-to-one training variation: on-the-job training

a statement of what a trainee needs to be able to do at the end of a training session

Performance objective

Which of these is the sequence of steps in the training process?

Plan,Prepare,Present, Progress

trainees participate in a rehearsal or practice of a simulated work situation

Role playing

Social learning (peer-to-peer) is most common in which kind of learning format?

Small groups/teams

A common problem with the lecture method of training delivery is that the trainee's role is very passive. t/f

T

A delivery method is a choice a trainer makes among several instructional technologies, media and ways to present information. t/f

T

In Bloom's Taxonomy of cognitive skills, the simplest level is knowledge, the ability to remember facts or information. t/f

T

In general, it is preferable to reduce the number of training topics and to cover them thoroughly rather than to try to cover too much material. t/f

T

In the classification of skill levels trainees need, concepts and understanding are followed by skills and expertise. t/f

T

Multimedia training presentations are often effective because they use two or more learning styles. t/f

T

The educational and work experience backgrounds of trainees often impact the content of a training program. t/f

T

Trainers are sometimes reluctant to use group discussions as a training method because they are afraid they may lose control of a training session. t/f

T

When organizing a list of topics, most trainers begin with lower-level skills, such as basic vocabulary terms and concepts first, and then progress to skill-building activities. t/f

T

A common problem with the lecture method of training delivery is that the trainee's role is very passive.

True

A delivery method is a choice a trainer makes among several instructional technologies, media and ways to present information.

True

A demonstrator of an application that uses a graphical user interface needs to pace point-and-click procedures to allow trainees to follow the steps.

True

A learning objective is a statement of the knowledge and skills trainees need to know.

True

A trainer who is unsure of the ability levels in a group of trainees may need to administer a short pretest to determine their baseline ability levels.

True

A training session should be organized to introduce new material, present the new material and then summarize what was learned.

True

A useful source of information about the content trainees need is their position descriptions.

True

A visual learner/nonverbal would probably prefer to read a manual rather than listen to a lecture on a training topic.

True

Assessment of training activities measures whether they have met the planned learning and performance objectives.

True

Bloom's Taxonomy of cognitive skills includes 6 categories of skill levels from simple behaviors, such as ability to remember facts, to complex skills, such as evaluating information.

True

Collaborative learning is based on the idea that not all useful information must flow from a trainer to trainees.

True

In the classification of skill levels trainees need, concepts and understanding are followed by skills and expertise.

True

It is generally advisable for a trainer to try to cover a little less material than to attempt to cover too much.

True

Lectures, reading assignments, discussions, visual aids, handouts, demonstrations, tutorials, group projects and hands-on assignments are examples of different training delivery methods.

True

Listening to a lecture is not an effective retention and performance training method for many learners.

True

One of the goals of user support is to enable users to be as self-reliant as possible to reduce their need for support.

True

Reading materials selected for a training session should match the reading level of the trainees.

True

Role playing is an effective method for training user support specialists in communication and customer service skills because trainees rehearse actual work environment situations.

True

Self-paced, computer-based training materials are increasing in popularity, but the cost to develop high-quality training materials is very high.

True

The more that trainees are active participants in the learning process, the better they will retain information.

True

an interactive learning method -self-guided -self-paced -step-by-step

Tutorial

A trainee who learns best by seeing a demonstration is called a(n) ____. auditory learner visual learner/verbal experiential learner visual learner/nonverbal

Visual Learner/nonverbal

a trainee who learns most effectively be seeing new material in the form of the images

Visual learner/nonverbal

A trainee who learns best by listening to an explanation of a task is called a(n) ____.

Visual learner/verbal

Similar to CBT -The Internet replaces CDs or DVDs as the delivery medium

Web-based training

When covered in a training session, features of hardware or software that are unusual, rarely used features are sometimes called ____.

bells and whistles

When covered in a training session, hardware or software features that are unusual and rarely used are sometimes called____

bells and whistles

A learning style in which a trainee learns most effectively by reading material and taking notes is: a. experiential b. auditory c. visual/nonverbal d. visual/verbal

c. visual/nonverbal

An extensive hands-on or teamwork project designed to encourage trainees to make the transition from the training room to the business world.

case study

Printed material designed to be taken away by trainees after a training session to refresh a user's memory are called ____________________.

handouts

Printed materials designed to be taken from a training session to refresh a trainee's memory later are called ____.

handouts

Online reading materials with ____________________ can be interactive so that users can quickly follow pointers to locate the specific information they need.

hyperlinks

The purpose of a beta test run of a training presentation is to ____. memorize the training material speed up delivery to cover more material practice the humor identify and fix trouble spots in the presentation

identify and fix trouble spots in the presentation

When analyzing the feedback on an evaluation form, a trainer should look for ____.

items where there is a pattern of low ratings

When analyzing the feedback on an evaluation form, a trainer should look for____

items where there is a pattern of low ratings

Which kind of training format tends to be the highest cost method?

one-to-one training

Which kind of training format tends to be the highest cost method? Formal classes Small groups/teams One-to-one training Self-guided tutorials

one-to-one training

Which of these is the sequence of steps in the training process?

plan, prepare, present, progress (B, A, C, D)

Multimedia materials are a combination of ____.

text, images, animation , and sound

One of the most effective ways to enable users to be more self-reliant is through a ____. user needs assessment problem solving hotline user training program hardware repair service

user training program

Which of the following training delivery methods does not necessarily make use of computer technology as part of the delivery method?

collaborative learning

Which of these training delivery methods uses a combination of tutorials, multimedia, product demonstrations, and hands-on activities? Collaborative learning Combined training Case studies Computer-based training

computer-based training

Which of these skill levels deals with the meanings of the words people use to exchange information about a subject?

concepts and understand

Which of these skill levels deals with the meanings of the words people use to exchange information about a subject.

concepts and understanding

An instructional technology, media or approach to presenting information in a training session is called a(n) ____. training strategy training approach learning style delivery method

delivery method

An instructional technology, medium, or approach to presenting information in a training session is called a ____

delivery method

The cost per trainee of classroom training versus small group training is about the same.

false

The sentence" Describe the steps in the user training process" is an example of a(n)____objective.

learning

A software tool that automates many of the tasks associated with a training program, such as authoring, testing, and administration, is a ____

learning management system

A(n) ___________________________________ is a software tool that automates many tasks associated with a training program, such as authoring, testing, and administrative tasks.

learning management system

A software tool to automate training program tasks

learning management system (LMS)

Which of these skill levels deals with an ability to perform a task effectively and efficiently? Concepts and understanding Basic skills Expertise None of these

none of these

Compared with education, the primary goal of training is to ____.

perform tasks and build expertise

Compared with education, the primary goal of training is to____

perform tasks and build expertise

____________________ objectives answer the question, "What should the trainees be able to do as a result of this training session?"

performance

The learning method with the greatest retention of information is ____________________.

problem solving

Social learning ( peer-to-peer) is most common in which kind of learning format?

small groups/teams

Social learning (peer-to-peer) is most common in which kind of learning format? Formal classes Small groups/teams One-to-one training Self-guided tutorials

small groups/teams

Trainers should aim the level of the training at ____ of the group of trainees.

somewhat below the average level

One way to explain the different goals of training and education is ____. training may be short term; education is usually longer term training is usually longer term; education may be short term training and education are both usually short term training and education are always aimed at the long term

training may be short term; education is usually longer term

Experienced trainers find that more short breaks during a training session are preferable to fewer, long breaks.

true

Reading materials selected for a training session should match the reading level of the trainees.

true

Self-paced, computer-based training materials are increasing in popularity, but the cost to develop high-quality training materials is very high.

true

Trainers are sometimes reluctant to use group discussions as a training method because they are afraid they may lose control of a training session.

true

A trainee who learns best by seeing a demonstration is called a(n) ____.

visual learner/nonverbal

A training delivery method that encourages trainees to make the transition from a training environment to the business world is ___

a case study

A training delivery method which encourages trainees to make the transition from a training environment to the business world is ____.

a case study

measures whether training activities met the learning and performance goals

assessment

In the classification of skill levels listed below, what is the sequence in which the skills are usually built? (1) basic skills, (2) concepts, (3) expertise, (4) understanding a. 1-2-3-4 b. 2-4-1-3 c. 1-4-2-3 d. 2-1-3-4

b. 2-4-1-3

Features of hardware or software that may be interesting or entertaining to include in training materials, but that are used infrequently, especially be beginning users

bells and whistles

A practice training session to evaluate materials and identify problems

beta test run

How well trainees perform on a performance test is feedback primarily to ____

both the trainees and the trainer

Which statement accurately describes the costs associated with computer-based delivery methods? a. The development cost is high, but the cost per user is low. b. The development cost is high, and the cost per user is high. c. The development cost is low, but the cost per user is high. d. The development cost is low, and the cost per user is low.

a. The development cost is high, but the cost per user is low.

Which of the following training environments is generally the most cost-effective because the ratio of trainees to trainers is highest? a. classes b. small groups/teams c. one-to-one training d. role playing

a. classes

One way to explain the different goals of training and education is ____

training may be short term; education is usually longer term