Computer User Support for Help Desk and Support Specialists Chapter 11

*Def.* of the term, *"Web-based Training"*, *(WBT)*

*A form of computer-based training in which the Web replaces CDs or DVDs as the delivery medium; highly interactive and available wherever Internet access is available*.

*Def*. of the term, *"Performance Objective"*

*A statement of the tasks trainees should be able to perform at the end of a training activity; objectives should be measurable, and usually start with an action verb, such as plan, change, describe, explain, perform, evaluate, analyze, repair, or prepare.*

*Def.* of the term, *"Training"*

*A teaching and learning process that aims to build skills that are immediately useful to trainees; focuses on performing tasks and building expertise; can be short term and is often tested by measuring a learner's ability to perform specific tasks.*

*Def.* of the term, *"Education"*

*A teaching and learning process that* *aims to develop conceptual* *understanding* *and* *long-* *term* *thinking* *skills*; *the goal is to provide basic vocabulary and understanding of general principles*

*Def.* of the term, *"Auditory Learner"*

*A trainee who learns most effectively by listening to someone talk through new material.*

*Def.* of the term, *"Experiential Learner"*

*A trainee who learns most effectively by performing a task (also called a kinesthetic learner)*.

*Def.* of the term, *"Visual Learner"*

*A trainee who learns most effectively by seeing new material, reading it, working through a self-guided tutorial, looking at a picture or a chart, or watching a demonstration or video.*

*Def.* of the term, *"Role Playing"*

*A training delivery method in which trainees participate in a rehearsal or practice of a simulated work environment situation by taking the roles of users, support staff, trainers, and trainees.*

*Def.* of the term, *"On-The-Job Training"*

*A type of one-to-one training in which a work colleague or supervisor plays the role of coach and mentor to a trainee; may include informal coaching or a more formal apprenticeship or internship.*

*Def.* of the term, *"Tutorial"*

*An interactive learning technique in* *which a trainee works through learning* *tasks step-by-step, usually at their own* *pace.*

*Fill-in-the-blank Question* or *Multiple-choice Question* *In Bloom's Taxonomy of cognitive skills, the ability to use information in a new situation is called* ___.

*Application*

*Multiple-choice Question* *Web based training is most similar to which of these other training delivery methods*?

*Computer-based training*

*True/False Question* *Trainers often discover that more short breaks during a training session are preferable to fewer long breaks*.

*True*

*Fill-in-the-blank Question* or *Multiple-choice Question* *A trainee who learns best by seeing a demonstration is called a(n)* ____.

*Visual Learner/nonverbal*

*Multiple-choice Question* *Multimedia materials are a combination of ____.*

*any of these*

*Fill-in-the-blank Question* or *Multiple-choice Question* *A trainee who learns best by listening to an explanation of a task is called a(n)*: ________________

*auditory learner*

*Multiple-choice Question* *In which training format are differences in skill levels among trainees a common problem for trainers*?

*classes*

*Multiple-choice Question* *What training environment is generally the most cost-effective because the ratio of trainees to trainers is highest*?

*classes*

*List Question* *List six examples of feedback questions trainees can be asked to evaluate the performance of trainers at the end of a training session.*

*- How clear were the objectives?* *- Was the terminology used in the* *training defined?* *- Were the training aids useful?* *- Was the training organized in a step-***by-step approach?* *- On a scale of 1 to 10, how effective was* *your trainer?* *- Would you recommend this trainer to* *others?*

*Fill-in-the-blank Question* or *Multiple-choice Question* *A small group training session usually includes ____ trainees.*

*12 or fewer*

*Def.* of the term, *"Multimedia Material"*

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

*Def.* of the term, *"Beta Test Run*"

*A practice training session to evaluate materials and identify problems; a dry run with colleagues rather than trainees as the audience*

*Def.* of the term, *"Assessment*

*A process that measures whether training activities have met the intended learning goals; two common assessment activities are trainee assessment and trainer assessment.*

*Def.* of the term, *"Learning Management System*, *(LMS)*

*A software tool that automates many tasks associated with running a training program.*

*Def.* of the term, *"Learning Objective"*

*A statement of the knowledge or skill trainees need to learn.*

*Def.* of the term, *Computer-Based Training*, *(CBT)*

*An automated training system in which learners use a computer system; includes tutorials, multimedia presentations, product demonstrations, and hands-on activities.*

*Def.* of the term, *"Case Study*"

*An extensive hands-on or teamwork project designed to encourage trainees to make the transition from the training room to the business world; case studies are based on real business situations that simulate experiences learners will encounter on the job.*

*Def.* of the term, *"Delivery Method"*

*An instructional technology, media, or approach to presenting information or training materials, such as a lecture, group discussion, hands-on activity, or computer-based tutorial*.

*Multiple-choice Question* *Which of these skill levels deals with the meanings of the words people use to exchange information about a subject*?

*Concepts and Understanding*

*Multiple-choice Question* *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

*DCBA* D) *review previous topic* C) *introduce new topic* B) *establish motivation* A) *present new material*

*Fill-in-the-blank Question* or *Multiple-choice Question* *During which step in a training session should a trainer provide pointers to additional information and resources for trainees who are interested*?

*Describe next steps*

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

*False*

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

*False*

*True/False Question* *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*.

*False*

*True/False Question* *Effective trainers often cover bells-and-whistle features in a software package to pique trainees' interests*

*False*

*True/False Question* *Experienced trainers agree that most trainees learn best by watching a demonstration*.

*False*

*Def.* of the term, *"Bells and Whistles"*

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

*Def.* of the term, *"Social Learning"*

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

*Fill-in-the-blank Question* or *Multiple-choice Question* *___ is a training approach that matches the needs of each individual trainee with an information-acquisition strategy in order to achieve the most effective training results*.

*Learning Styles*

*Def.* of the term, *"Collaborative Learning"*

*Learning that occurs among group or team members who work together on a learning activity; collaborative learning activities include group discussions, collective hands-on activities, group problem solving, role playing, participation in online forums, and involvement in joint case study teams.*

*Multiple-choice Question* *Which is true of small groups training versus larger classes?

*More individual assistance is available*

*Fill-in-the-blank Question* or *Multiple-choice Question* *___ materials combine text, images, animation, and sound in a training delivery system*.

*Multimedia*

*Fill-in-the-blank Question* or *Multiple-choice Question* *During which training step does a trainer develop details about the specific topics to cover and how to present them*?

*Preparation*

*Fill-in-the-blank Question* or *Multiple-choice Question* *____ is an activity in which trainees participate in a rehearsal or practice of a simulated workplace situation*.

*Role Playing*

*Multiple-choice Question* *Social learning (peer-to-peer) is most common in which learning format*?

*Small groups/teams*

*Multiple-choice Question* *Describe the costs associated with computer-based delivery methods*.

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

*Multiple-choice Question* *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.*

*Def.* of the term, *"Learning Style"*

*The way an individual learns most effectively.*

*Multiple-choice Question* *The outcomes of education and training are generally measured and evaluated in which of the following ways*?

*Training measures one's ability to perform tasks* *Education measures one's ability to explain concepts*

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

*True*

*True/False Question* *The best performance objectives for a training session specify how well a trainee needs to be able to perform a task.*

*True*

*Fill-in-the-blank Question* or *Multiple-choice Question* *___ is a skill level in which a trainee learns the basic vocabulary needed to communicate with others*.

*concepts level*

*Fill-in-the-blank Question* or *Multiple-choice Question* *During which of these steps in a training session should a trainer cover what trainees achieve by the end of the training and why the training is useful?*

*establish motivation*

*Fill-in-the-blank Question* *Printed materials designed to be taken away by trainees from a training session to refresh a user's memory are called* ___

*handouts/reference sheets/cheat sheets*

*Fill-in-the-blank Question* or *Multiple-choice Question* *The purpose of a beta test run of a training presentation is to* ____.

*identify and fix trouble spots in the presentation*

*Fill-in-the-blank Question* or *Multiple-choice Question* *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*

*Multiple-choice Question* *Which of these learning modes generally results in the lowest retention and poorest trainee performance*?

*listening*

*Fill-in-the-blank Question* or *Multiple-choice Question* *Performance objectives for a training session should be* ____.

*measurable*

*Fill-in-the-blank Question* or *Multiple-choice Question* *Which kind of training format tends to be the highest cost method?*

*one-on-one instruction*

*Fill-in-the-blank Question* or *Multiple-choice Question* *Compared with education, the primary goal of training is to* ____.

*perform tasks and build expertise*

*Multiple-choice Question* *What learning method results in the highest retention and trainee performance*?

*problem solve*

*Fill-in-the-blank Question* or *Multiple-choice Question* *Trainers should aim the level of the training at* ____.

*somewhat below the average level*

*Fill-in-the-blank Question* or *Multiple-choice Question* *What assessment tool is aimed primarily at evaluating a trainer's effectiveness*?

*training evaluation surveys*

*Fill-in-the-blank Question* or *Multiple-choice Question* *One way to explain the different goals of training and education is* ____.

*training may be short term* *education is usually longer term*

*Fill-in-the-blank Question* or *Multiple-choice Question* *In order to make effective use of a new or upgraded technology, a user may require* ____.

*training*

*Fill-in-the-blank Question* *A(n) ____________________ format is a document organized as a sequence of step-by-step tasks a user performs to learn how to use the features of a software package.*

*tutorial*

*Fill-in-the-blank Question* *One of the most effective ways to enable users to be more self-reliant is through a* __________.

*user training program*

*Multiple-choice Question* *A learning style in which a trainee learns most effectively by reading material and taking notes is:* _______________

*visual/nonverbal*

*List Question* *List the four steps in the training process.*

1. *Plan* 2. *Prepare* 3. *Present* 4. *Progress*

*Multiple-choice Question* *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.) *Know* B.) *Analyze* C.) *Synthesize* D.) *Evaluate*

*Multiple-choice Question* *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*

*Multiple-choice Question* *Which of the following is NOT a step in the training process described in the chapter*? A. plan B. present C. *perform* D. progress

c. *NOT perform*