Tech Sup Chapter 11

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

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

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 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

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

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

False

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

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

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

False

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

False

Most trainers start from scratch when they develop a list of topics to cover 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

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

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

____________________ 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

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

Problem solve

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.

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

True

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

True

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

True

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

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

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

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

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

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

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

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

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

experiential learner

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

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

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

measurable

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 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

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

____________________ 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? Formal classes Small groups/teams One-to-one training Self-guided tutorials

small groups/teams

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

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