"CPLP main"

Worker skills, corporate responsibilities and ethics, population shifts, immigration, migration, age, and gender are examples of which of the following external environmental factors that may influence an organization? (Choose the best response.) a. Cultural b. Political c. Sociological d. Economic

c. Sociological a. Response C is correct because sociological factors encompass broad forces that affect a population, including generational differences, minority groups, and nontraditional labor.

Which questioning technique develops critical thinking and creativity skills? (Choose the best response.) a. Open-ended b. Closed-ended c. Socratic d. Didactic

c. Socratic Response C is correct because Socratic questions emphasize the use of thought-provoking questions to promote learning. A well-executed Socratic question stretches the mind and challenges deeply held beliefs, thus enabling a client to expand his or her critical thinking and creativity skills.

Objectives are designed to help T&D professionals identify how to carry out which of the following? (Choose the best response.) a. Mission b. Vision c. Strategic goals d. Action plans

c. Strategic goals Response C is correct because objectives are the component parts of strategic goals and specify tasks that will help to achieve the objectives.

A T&D professional is performing a needs analysis. He interviews every 13th employee from the department, selected from an alphabetical list of departmental personnel. What sampling method is this professional using? (Choose the best response.) a. Simple random sample b. Convenience sample c. Stratified random sample d. Judgment sample

c. Stratified random sample Response C is correct because dividing a population into groups, such as departments, and then randomly choosing from each group is an example of stratified random sampling.

Which of the following analysis methods uses a questionnaire, often with open-ended questions, when input is needed from employees and managers? (Choose the best response.) a. Interviews b. Observations c. Surveys and questionnaires d. Work diaries

c. Surveys and questionnaires Response C is correct because an open-ended survey or questionnaire should be used when input is needed from employees and managers. When job analysis is conducted using a computer model, a highly structured questionnaire is strongly recommended. Off-the-shelf and online surveys are available.

Strategic Planning is the process of______________. (Choose the option that completes the sentence accurately.) a. Creating a budget and allocating adequate resources b. Developing a vision and mission c. Systematically organizing the future of the organization d. Establishing short-term objectives for the organization

c. Systematically organizing the future of the organization Response C is correct because strategic planning focuses attention on the future of the organization and the desired outcomes of the training initiative.

Which of the following best describes construct validity? (Choose the best response.) a. The extent to which an instrument produces consistent results over time b. The extent to which the instrument represents the content of the program c. The degree to which an instrument represents the construct it was meant to represent d. The extent to which an instrument agrees with the results of other instruments administered at approximately the same time to measure the same characteristics

c. The degree to which an instrument represents the construct it was meant to represent Response C is correct because construct validity indicates the degree to which an instrument represents the construct—the abstract variable, such as the skill or ability—that the instrument is supposed to measure. Construct validity can be defended through expert opinion, correlations, logical deductions, and criterion group studies.

You provide training services to a small Fixed Base Operation (FBO) pilot shop on the edge of town. They are run by a dedicated but harried staff. They have asked you to gather proposals from vendors that can teach time management skills to the 25-member staff. The budget is small but you have found a man that can offer the training under the budget you were given. He is a professor at a junior college who is just starting his consulting practice, so he doesn't have any previous customers. He says he can put the training together within the month and would not need to take up anyone's time with a needs assessment, objectives, scope of the effort or timeline; he is sure you will be satisfied with the deliverable. He has asked for half of the fee upfront to cover expenses. The FBO manager and one of the flight instructors have concerns. What is their greatest concern? (Choose the best response.) a. Professors are rarely a good choice because they don't have real life experience. b. If the price is so low it can't be a good training. c. The lack of desire to conduct a needs assessment or present a scope of work or deliverables. d. Asking for half the cost up front is a bad sign.

c. The lack of desire to conduct a needs assessment or present a scope of work or deliverables. a. Response C is the best. While each of these could signal a problem, it is imperative to have a potential vendor always provide a detailed description of the plan, objectives, scope of effort, a timeline, deliverables, and references. An unwillingness to conduct at least a cursory needs assessment will most likely result in training that does not meet the needs of the FBO staff.

Under which condition might the organization want to consider acquiring talent from the outside? (Choose the best response.) a. The position requires continuity and institutional knowledge. b. The position has a steep learning curve. c. The position is a new direction for the organization and requires a fresh perspective. d. The position is difficult to fill.

c. The position is a new direction for the organization and requires a fresh perspective. Response C is correct because a fresh perspective is more likely to come from an outsider who is not influenced by organizational history.

A manager of a small company has asked you for advice. He is trying to decide if high-end simulations are an appropriate training option to deliver new product training to salespeople. Which of the following factors makes simulations inappropriate for this company? (Choose the best response.) a. The company has five regional offices. b. The company needs to monitor post assessment scores. c. The training will be updated quarterly. d. The training must include product demonstration videos.

c. The training will be updated quarterly. a. Response C is correct because simulations or other high-end online learning content typically require lengthy development times and have high development costs. Quarterly updates would be expensive and could probably not be achieved quickly enough.

Which of the following is NOT one of the exclusive rights of copyright holders? (Choose the best response.) a. To reproduce the copyrighted work b. To perform the copyrighted work publicly c. To copyright the initial idea that the copyrighted work was derived from d. To prepare derivative works based on the copyrighted work

c. To copyright the initial idea that the copyrighted work was derived from a. Response C is correct because copyright protection does not cover ideas, concepts, or facts; copyright covers the expression of ideas, concepts, and facts. Therefore, it is not possible to copyright the idea upon which the work was based.

Your training department is responsible for training a large number of unionized employees. You are concerned about how the unions will most likely affect the training provided to employees. Your manager tells you to expect _____________. (Choose the best response.) a. Unions to approve the content of the training b. Unions will set the number of required training hours c. Unions will help define the skill levels associated with job titles d. Unions will select which employees will participate in the training

c. Unions will help define the skill levels associated with job titles a. Response C is correct because labor reforms of the 1930s reorganized many unions on an industry-wide basis, mixing skills and unskilled workers in the same union. Distinctions regarding mastery of skills were dealt with through contract language, thereby leaving unions with a leading role in defining skill levels associated with job titles or craft titles.

When presenting evaluation results, it is important for the T&D professional to do which of the following? (Choose the best response.) a. Use a dynamic presentation style to maintain audience interest. b. Use a simple presentation style so that the focus is on the content. c. Use a presentation style that matches the purpose of the presentation. d. Use a graphically driven presentation style to assist visual learners.

c. Use a presentation style that matches the purpose of the presentation. Response C is correct because the presentation of the findings report should match the purpose of the presentation, including required level of detail for data, findings, and backup documentation; business purpose of the evaluation; and use of results.

As a training manager for a publisher, you have collected information on the skills gaps that exist as well as the skills required for the auditor role in a finance team. In addition to collecting this information, you have also aligned the goals of the role to the organization's mission and strategy. You are pleased with the results since this is your first effort to complete a ______________. (Choose the option that completes the sentence accurately.) a. Business plan b. Training plan c. Workforce plan d. Succession plan

c. Workforce plan Response C is correct because a workforce plan identifies skill and knowledge gaps and the skills and knowledge required to meet future workforce needs. In general, a workforce plan provides managers with a framework for making staffing decisions based on an organization's mission, strategic plan, budgetary resources, and set of desired competencies.

You are the training director of a large chemical lab. Your company has always been generous with the training budget. You have reached the end of the year and find that you have a $310,000 budget surplus. Which of the following is the best option for using this surplus? (Choose the best response.) a. Your staff has worked hard all year and even though they are some of the best paid in the industry, you could give them all a bonus. b. You could throw a great end of the year party to celebrate all that your department has accomplished; it would be well deserved. c. You could meet with the CFO and the VP of Talent to explore options. d. You could divide the money among each of the first three options.

c. You could meet with the CFO and the VP of Talent to explore options. Response C is correct because training is a support function. Organizational priorities should be the department's focus. Training directors must demonstrate fiscal responsibility. This step gains credibility with business leaders in the organization and will most likely garner more respect for the department. This is the best decision in the long run.

A T&D professional is trying to demonstrate ROI values to her manager. Which of the following is a formula she can use? (Choose the best response.) a. (Program Benefits for First Year × Life of Program in Years) - Program Costs b. Program Costs ÷ Total Benefits c. [(Total Benefits - Program Costs) ÷ Program Costs] × 100 d. (Program Costs - Total Benefits) ÷ Total Benefits

c. [(Total Benefits - Program Costs) ÷ Program Costs] × 100 Response C is correct because the ROI calculation is [(Total Benefits - Program Costs) ÷ Program Costs] × 100.

What are three seating arrangements most conducive to stimulating group discussions?

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Which of the following is NOT a benefit of a LCMS? (Choose the best response.) a. Faster development with a WYSIWYG authoring environment b. Collaboration and storage of learning content with check-in and check-out capabilities c. Reuse and the ability to create once; use many times d. Administration of courses

d. Administration of courses Response D is correct because a LCMS is not involved with the administrative side of learning (unlike an LMS); a LCMS is used to manage learning content.

A T&D professional is concerned about the lack of participation in her classroom. She is well aware that she started out on the wrong foot by delivering information rather than facilitating discussion, but this was new content and she didn't have enough time to prepare! It is 90 minutes into the day-long session, and she wants to increase learner involvement. She calls a break and believes that she can turn the situation around if she _____________ . (Choose the option that completes the sentence accurately.) a. Spends time talking to participants during break to learn about their needs and thoughts about the material so far b. Implements small break-out groups to address one or more of the topics she uncovers during the break to overcome any reluctance to share ideas and to begin a healthy dialogue in the group c. Learns participants' names during break and uses them during the session d. All of the above

d. All of the above Response D is correct because all of these are techniques to encourage participation.

You are a project manager that is addressing new IT requirements for your organization. You are in the middle of the execution and feeling pretty cocky about your successes when you receive a call from one of the field offices that states that you are not representing the needs of the field. How will you address this problem? (Choose the best response.) a. Contact all the field offices and identify their issues and concerns. b. Invite employees in the field to be members of the project team. c. Revise the communication plan with a renewed focus on the field. d. All of the above.

d. All of the above. Response D is correct. These setbacks can occur when you do not think through the entire process and the many roles in an organization that may influence a project. Project stakeholders include anyone with a vested interest in the project.

You are an internal consultant working with a department head. She has a staff retention problem, telling you that she cannot figure it out. She gives raises whenever she can and gives employees monetary on-the-spot awards regularly, but people are still leaving to go to work elsewhere. What do you tell her? (Choose the best response.) a. She needs to determine how to provide effective intrinsic motivation. b. People perform better when they feel their personal values are aligned with the organization. c. She needs to help them feel connected to others and the mission. d. All of the above.

d. All of the above. a. Response D is correct because based on Daniel Pink's research these three are more important motivators than compensation.

You need to select a training delivery method. Your goals include (a) cost-effectiveness, (b) low amount of trainer travel, and (c) low amount of trainee time away from work. Immediate trainee feedback in real time is not required. Which delivery method would best address this situation? (Choose the best response.) a. Blended online learning event b. Synchronous online learning event c. Facilitator-led classroom event d. Asynchronous online event

d. Asynchronous online event Response D is correct because reducing trainer and trainee time away indicates a technologically-driven solution. An asynchronous solution further reduces the need for schedule management.

Your organization's training department is deciding whether it should purchase a learning support system. Which of the following do you tell your manager will not likely affect the implementation of such a system? (Choose the best response.) a. Better able to align learning initiatives with strategic goals b. A need to provide LMS recommendations based on organizational needs c. A need to adjust to a faster speed of response d. Better able to deal with technology compatibility issues

d. Better able to deal with technology compatibility issues Response D is correct because integrating a learning support system with existing systems may cause compatibility issues rather than solve them.

A T&D Professional is creating a Level 1 evaluation instrument for a training class. Which of the following does not need to be considered? (Choose the best response.) a. Determining the purpose(s) the tool will serve such as will it be used only for a certain type of instruction, and will it be used for T&D products, services, or both. b. Determining the format or media that will be used to present and track results such as paper, electronic, or both. c. Selecting the items that are important for the business to track and that will help maintain the quality of T&D products and services. d. Calculating the benefit-cost ratio to decide if the class should continue to be offered or replaced with a different class.

d. Calculating the benefit-cost ratio to decide if the class should continue to be offered or replaced with a different class. Response D is correct because a benefit-cost ratio is calculated as part of the ROI which is a Level 4 evaluation

As a T&D professional you have been asked to work with a manager in the marketing department on options for getting unbiased feedback about her performance from employees in her department. What advice do you give her to encourage candid feedback? (Choose the best response.) a. Internal training b. Competency assessments c. Simulations d. Coaching

d. Coaching Response D is correct because as senior leaders and executives move up the ladder, it becomes more difficult for them to get objective feedback about their performance. This can be remedied by coaching leaders to solicit feedback.

Which of the following includes email, computer networks, whiteboards, bulletin board systems, chat rooms, and online presentation tools, which play an important role in the expansion of online learning and in collaborating on projects, sharing information, and communicating? (Choose the best response.) a. CMS b. LCMS c. LSS d. Collaboration tools

d. Collaboration tools Response D is correct because knowledge-sharing products, such as email, computer networks, and whiteboards, help with collecting and exchanging organizational information.

The primary purpose of having employees assess their own performance is to build ______________. (Choose the option that completes the sentence accurately.) a. Trust b. Confidentiality c. Factual observation d. Commitment

d. Commitment Response D is correct because clients who identify areas for improvement for themselves are more likely to make the commitment to improve.

Methods for capturing learner data include all of the following EXCEPT______________. (Choose the option that completes the sentence accurately.) a. Game scores b. Survey results c. Focus groups d. Compensation market surveys

d. Compensation market surveys Response D is correct because compensation market surveys are not used in evaluating learner data. Compensation market surveys help drive benchmarking of salary levels.

Which leadership function is best described as ensuring that everything is performed and carried out according to plan? (Choose the best response.) a. Organizing b. Planning c. Coordinating d. Controlling

d. Controlling

You have been a training director for a Department of Defense (DoD) contractor for 15 years. Your company has a contract for several high-tech replacement parts for the drones that the DoD uses. You have never seen such uncertainty in the economy or ambiguity coming from Congress. The upcoming year could be one of a huge amount of work or very little. To add to this uncertainty, you know that a large number of your employees are retirement eligible this year, but have not yet stated their intentions. How will you approach this dilemma? (Choose the best response.) a. Create a realistic estimate of the range of future talent demand, identify skill gap options, and design training to address them. b. Create a realistic estimate of the range of future talent demand, and go to your leadership for advice. c. Create a realistic estimate of the range of future talent demand, create a succession plan that is ready to implement as soon as you are certain about the future. d. Create a realistic estimate of the range of future talent demand, identify creative options for new talent that includes contract support and a recruitment plan.

d. Create a realistic estimate of the range of future talent demand, identify creative options for new talent that includes contract support and a recruitment plan. Response D is correct. In this case estimating future talent requires a creative workforce plan and a strategy to manage it. The uncertainty means you will be unable to pinpoint the exact size of the talent gap. You may have a large amount of work or very little. You may have many retirements or few. The uncertainty requires you to be prepared with actions you will take depending upon what happens. If you are prepared with options to use contract employees and a recruitment plan, you will be ready for whatever occurs.

A T&D professional is planning to leverage social media to support learning in an organization. When building the business case, all of the following are examples of how social media can support learning EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Gathering and sharing information and resources from internal and external collaborative networks b. Enabling learners to generate their own learning content either formally or informally c. Leveraging the collective knowledge both internal or external to an organization d. Discussing a topic in a one-on-one conversation with a peer

d. Discussing a topic in a one-on-one conversation with a peer Response D is correct because discussing a topic one-on-one with a peer will not build a business case. In this example the T&D professional wants to leverage social media, which is a set of Internet-based technologies designed to be used by three or more people. Social tools leave a digital path for others to follow. By discussing a topic one-on-one you are not leaving a digital path for others to follow.

A performance improvement practitioner has been brought in to help your organization solve some performance issues after a recent merger and subsequent downsizing. In observing some of the staff, the practitioner tells you that several people say they do not know where they fit in the organization and that they spend their time trying to understand what to do in the new structure. Which of the four stages of transition are these individuals in? (Choose the best response.) a. Disengagement b. Disidentification c. Disenchantment d. Disorientation

d. Disorientation Response D is correct because individuals in this stage of transition through a merger or acquisition tend to feel lost and confused and don't know where they fit in.

A T&D professional is creating a blended learning program in which he wants to leverage mobile learning technologies to provide training to learners when they have downtime in the field or when traveling in their territories. All of the following are examples of mobile learning technologies EXCEPT __________________________. (Choose the option that completes the sentence accurately.) a. PDAs b. Podcasts c. Vodcasts d. EPSSs

d. EPSSs Response D is correct because an EPSS is not an example of mobile learning technology, which includes wireless devices such as cell phones, PDAs, laptop computers, tablets, and MP3 players that play podcasts (audio) and vodcasts (video).

You are a T&D professional who conducted a lunch-and-learn session yesterday about the benefits of coaching. You have emails from four employees who would like to explore the possibility of becoming one of your coaching clients. As you read the emails, which is the only example of a situation where coaching can help improve performance? (Choose the best response.) a. Employee #1 has been asked to remove barriers to success imposed by competitors and hopes to explore ideas with you. b. Employee #2 has fallen behind on inputting data because of computer problems. c. Employee #3 is covering two roles while the company tries to fill the void and needs to set time management goals. d. Employee #4 does not understand what is expected of her in her role.

d. Employee #4 does not understand what is expected of her in her role. Response D is correct because coaching is appropriate when an employee does not understand expectations or priorities or does not know how to complete a task to performance standards.

Your manager just left the department head meeting. She came to you to discuss a new effort that your organization is going to spearhead. The goal is to train everyone in the company before the end of the calendar year. There are 5000 employees in your company and it is almost September. You tell her: (Choose the best response.) a. You just attended a webinar about informal learning and that the fastest, easiest way to get all the information out is to disseminate it through the departments and have the supervisors conduct training for each of their employees. You can get started now. b. You read about accelerated learning, a learning strategy that involves the right and left hemispheres, the cortex, and the limbic systems of the brain, thus making learning more natural and faster and suggest that you deploy a similar process. c. You have the perfect solution: rapid instructional design (RID). RID is a collection of strategies for quickly producing instructional packages that enable a specific group of learners to achieve a set of specific learning objectives. RID involves alternatives, enhancements, and modifications to the ADDIE model. d. Even though there are many tools that can be used, you need to gather a bit more information and clarify the objectives of this effort.

d. Even though there are many tools that can be used, you need to gather a bit more information and clarify the objectives of this effort. a. Response D is correct. While each of the above three techniques may be helpful, time must be established up front to ensure you have written SMART objectives. They should be Specific so that you can clearly define the outcome; Measurable, meaning you should be able to count it or determine with a distinct yes or no whether it was accomplished; Attainable and not too difficult for employees to reach; Relevant to ensure that the objectives are will achieve what the company desires; and Time-bound, which you already know is December 31.

Mary is an executive who needs advice before making an important decision on a sensitive work-related issue. With whom do you recommend Mary discuss her concerns before she makes a decision? (Choose the best response.) a. Internal coach b. Mentor c. Counselor d. External coach

d. External coach Response D is correct because working with an external coach is the best choice for Mary. External coaches are able to focus on Mary's interests and do not have to represent the company's interests as well. Internal coaches often have dual accountability.

Which of the following synthesis models contains input-process-output items, decision points, and direction of flow to organize and synthesize information? (Choose the best response.) a. Reflection b. Two-axis matrix c. Three-axis matrix d. Flowchart

d. Flowchart Response D is correct because flowcharts contain input-process-output items, decision points, direction of flow, documentation or preparation steps, and confluence or divergence.

A T&D professional has cleared the first hurdle in implementing social media. Senior management has signed off on the project and funded her work on the initiative with the IT department. The next hurdle is influencing others and building comfort with social media. She should consider all of the following strategies EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Finding opportunities to leverage social media to solve a business problem and framing social media benefits for users b. Fostering trust c. Demonstrating cost-effectiveness d. Focusing on younger workers who are likely to be enthusiastic users of social media

d. Focusing on younger workers who are likely to be enthusiastic users of social media Response D is correct because focusing communications solely on younger workers will not influence the entire organization.

You have just completed your midyear review with your manager. She has suggested that you need to do a better job on writing lesson plans. You remember reading about a model that incorporates specific steps and assures performance and quality. Now, what was that model called? (Choose the best response.) a. Accelerated learning b. Mager's theory of behavioral objectives c. Bloom's taxonomy d. Gagne's nine events

d. Gagne's nine events a. The best response is D because Gagne's model has implications for training design which relate to the way that instructional designers develop lesson plans. A lesson plan is a sequential set of events that leads to a desired goal. The single most important reason for lesson plans is that training often requires implementation of the same course numerous times.

You work for a not-for-profit organization and have been assigned as the project manager to a new project. You have finished collecting information and are now developing several planning worksheets. Which of the following are you most likely creating? (Choose the best response.) a. Process map b. SWOT analysis c. Strategic plan d. Gantt chart

d. Gantt chart Response D is correct because Gantt charts are one of several planning worksheets that project managers use to plan the work of a project. Creating a Gantt chart involves creating a sequence of the tasks and subtasks of the work to create a milestone chart and mapping timeframe data onto it.

A trainer is presenting content to a medium-sized group of highly visual learners. The content has been specifically developed for learners who are primarily kinesthetic. The content focuses on passing around small working models of a machine for each learner to manipulate, and includes descriptive lecture content also focused on kinesthetic learners. The trainer must adapt at the last minute to serve the visual learners as effectively as possible. Which solution would be most effective? (Choose the best response.) a. Present the material as designed and schedule a suitable follow-up session. b. Discuss the situation and encourage the learners to adapt. c. Generate discussions so people can reflect on what they just saw. d. Have a volunteer demonstrate with models during the lecture.

d. Have a volunteer demonstrate with models during the lecture. Response D is correct because to quickly transform the content to appeal to visual learners, it is best to convert the hands-on kinesthetic activity to a visual demonstration. Visual learners prefer to observe and learn from films, videos, demonstrations, charts, and graphs.

You have been coaching Steve to reach his goal of improving his working relationships with others. Steve tells you how he was reprimanded for producing a product that contained inaccurate data. Steve angrily blamed his coworkers for giving him the incorrect data. What should you do in this coaching situation? (Choose the best response.) a. Focus on building rapport with Steve. b. Focus on empathizing with Steve. c. Help Steve focus on improving his working relationships. d. Help Steve explore relationship patterns in previous situations.

d. Help Steve explore relationship patterns in previous situations. Response D is correct because getting Steve to understand his patterns of behaviors and their long-term results may get him to re-map and re-learn his short-term reactions to events.

A T&D professional is developing a business case for delivering training for an international system deployment for sales professionals by using asynchronous online learning. When describing the rationale for using technology-based training versus traditional classroom instruction, one benefit she could NOT list is _________________. (Choose the option that completes the sentence accurately.) a. Cost-effectiveness in the long term b. Access for learners anytime and anywhere—especially those geographically dispersed c. Self-directed learning d. Immediate feedback from a facilitator

d. Immediate feedback from a facilitator Response D is correct because asynchronous online learning means that the facilitator provides course materials that learners access at any time without the facilitator's presence.

Pharmacy technicians at a mail-order pharmacy have been seeing more mistakes in filled prescriptions in recent months. During interviews, technicians complain that once they fill a prescription and send it over to be checked by a pharmacist, they do not receive any feedback on the accuracy. You are leading this project and initiate several solutions, including the implementation of a weekly team meeting to discuss accuracy and review important compliance issues. The solution that best fits with this performance improvement issue is: (Choose the best response.) a. Improve wellness b. Improve resources c. Improve knowledge and Skills d. Improve information

d. Improve information Response D is correct because the Improving Information category includes factors that pertain to the transfer of information and feedback within an organization or team.

Strategic business drivers are defined as______________. (Choose the option that completes the sentence accurately.) a. Internal and external forces that affect the organization's culture and values and the need to facilitate change within an organization b. Internal and external forces that affect the knowledge, skills, and information in the organization and determine learning needs of individuals c. Internal and external forces that affect an organization's revenue, expenses, and expected profitability d. Internal and external forces that affect an organization's strategy, goals, business needs, and performance needs

d. Internal and external forces that affect an organization's strategy, goals, business needs, and performance needs Response D is correct because strategic business drivers are factors that affect how the organization does business. An example of an external business driver is government regulations, while an example of an internal business driver is technology.

You manage the training department for a world-wide restaurant chain. The executive team has decided to initiate a leadership development effort for the company. The dilemma you face is that employees—especially store managers already work 60-hour weeks, have few weekends off, and have very little time for training. Your needs assessment demonstrates that you need to start with an individual 360-degree assessment for each "leader" but after that you are unsure of how to deliver the content. Like most restaurants, profit margins are thin. You have made a list of ideas and want to narrow it down before your meeting with the VP of HR. Which do you select to discuss? (Choose the best response.) a. Design a week long summit for each region and follow up with peer learning. b. Provide a reading list and send all leaders off to a senior executive university course. c. Design a year-long course that meets two days every month and delivers content based on the needs assessment and the 360-degree feedback. d. Kick off the event at the annual business retreat currently attended by all leaders and follow up with an elearning system where employees can select short activities to practice.

d. Kick off the event at the annual business retreat currently attended by all leaders and follow up with an elearning system where employees can select short activities to practice. Response D is correct. Although many of these ideas have merit, several of McArdle's factors will influence your strategy: budget, the number of learners, the locations of the learners, and the limited time available. The restaurant leaders do not have much time for additional learning, so as much as can be done in the course of a day, the better. An e-learning system could be designed so that the store managers could use the 360-degree feedback to select practical activities that would improve their skills while at the same time might solve immediate problems in the restaurant.

You are a T&D professional who is creating a blended learning program for a large restaurant chain. Your client wants to leverage collaboration tools to facilitate the learning process and provide informal learning experiences outside of formal classroom instruction. You offer all of the following to your client as examples of collaboration software except ______________. (Choose the option that completes the sentence accurately.) a. Wikis b. Blogs c. CoPs d. LMSs

d. LMSs Response D is correct because LMSs are not collaboration software. A LMS is a software application that automates administering, tracking, and reporting learning events.

When designing your latest asynchronous training you incorporated several short video clips; created an activity that requires learners to "build" the model by moving the five parts into correct sequence; and ensured that all instructions are both verbal and appear on the screen in written format. You were concerned about _______________. (Choose the response that best completes the sentence.) a. Learner's attention span b. Learner motivation c. Learning culture d. Learner's intake style

d. Learner's intake style Response D is correct because people vary in their learner preferences, which fall into three categories referred to as the VAK model. Visual learners intake by seeing. Auditory learners intake by hearing. Kinesthetic learners intake by doing. It is likely that all three intake styles will take the asynchronous training that you designed.

A training specialist gives instructions to a worker about an exercise that he needs to complete. The worker smiles agreeably and nods. When the trainer checks back with the worker later, she discovers that he has not completed the exercise. This is an example of what common barrier to communication? (Choose the best response.) a. Language and speech b. Environment c. Psychology d. Nonverbal behavior

d. Nonverbal behavior Response D is the correct response because it refers to behaviors that communicate a message. In the example, the trainer and the worker have different understandings of body language.

You are the manager of a training department with a large in-house staff and numerous supplier partners. You are in the process of developing a strategic plan. Given the size of the training department, what is the role you will play in the strategic planning process? (Choose the best response.) a. Creating the training that supports the strategic plan b. Delivering the training that supports the strategic plan c. Evaluating the training that supports the strategic plan d. Overseeing and focusing on future strategies for training

d. Overseeing and focusing on future strategies for training Response D is correct because in a large training department, in-house staff and suppliers help meet the organization's needs, leaving the training manager to focus on the future vision and the strategies that will help the training function to reach that vision.

As a new trainer you have introduced a small group activity by reading the instructions from the facilitator guide and have allowed time for questions before breaking participants into small groups. After getting into the small groups, participants spend more time asking questions about what they are supposed to do rather than actually doing the activity. What might you do differently next time to keep the group focused on the specifics of the activity? (Choose the best response.) a. Establish ground rules at the beginning of the class on how group activities are to be conducted. b. Allow more time for the small group activity. c. Appoint a group leader for each group to report results for the class. d. Provide written activity instructions in a handout.

d. Provide written activity instructions in a handout. Response D is correct because some people intake information primarily through one mode of learning, according to the VAK model. Providing visual written instructions complements the auditory mode of giving instructions.

You are developing learning materials for an international not-for-profit organization. While conducting research, you find a job aid on the Internet that is exactly what is needed. The job aid is located on an individual's website, not a corporate or a governmental website, and there is no copyright marking on the job aid. What should you do? (Choose the best response.) a. Use the job aid as it currently exists; there are no restrictions on its use. b. Add the organization's logo on the job aid and use it. c. Put the individual's website on the job aid and use it; not-for-profit use is allowed under the fair use doctrine. d. Seek the copyright holder's permission to use the job aid for your organization; it is most likely copyrightprotected.

d. Seek the copyright holder's permission to use the job aid for your organization; it is most likely copyrightprotected. a. Response D is correct because the best practice is to obtain written consent from the copyright holder to use the materials, even for an educational program.

Because all organizations are composed of systems that interact with each other, which of the following tools focuses on the main components of any system including people, products or services, and processes? (Choose the best response.) a. Six Sigma DMAIC methodology b. Evaluation models c. Flowchart diagramming d. Six Sigma IPO model

d. Six Sigma IPO model Response D is correct because process thinking is the linchpin of Six Sigma, making processes another focus of the Six Sigma methodology. The IPO model depicts the input, the process or action taken on the input, and the outcome or result of the action.

Which of the following best describes concurrent validity? (Choose the best response.) a. The extent to which an instrument is consistent enough that subsequent measures of an item give the same approximate results b. The extent to which the instrument represents the content of the program c. The degree to which an instrument represents the construct it was meant to represent d. The extent to which an instrument agrees with the results of other instruments administered at approximately the same time to measure the same characteristics

d. The extent to which an instrument agrees with the results of other instruments administered at approximately the same time to measure the same characteristics Response D is correct because concurrent validity indicates how much an instrument agrees with the results of other instruments administered at approximately the same time to measure the same characteristics.

Which of the following best defines coaching and its primary goal? (Choose the best response.) a. The process of addressing individual skill or knowledge gaps b. The process of helping people with career development c. The process of helping people evaluate their current behaviors and discover and learn more productive behavior patterns d. The process of addressing an employee's issues to help achieve organizational and individual goals and objectives

d. The process of addressing an employee's issues to help achieve organizational and individual goals and objectives a. Response D is correct because coaches not only confront performance issues and attempt to get the employee to own the behavior choice, but they also work directly with an employee, showing how to apply a new skill and enact a behavior to achieve organizational goals and objectives. During the process, a coach may also address the first three items, but the key objective is to help achieve individual and organizational goals.

You are the manager of a learning function and have just been informed that budget cuts of 50 percent are being instituted across the organization. What programs will you consider cutting first? (Choose the best response.) a. The programs currently conducted by an external supplier b. The most expensive programs to administer and maintain c. All instructor-led training because distance learning is less expensive d. The programs that aren't strategically aligned with the organization's goals and vision

d. The programs that aren't strategically aligned with the organization's goals and vision Response D is correct because for the learning function to both be and appear valuable to the organization and, therefore, not a function that can be cut.

As a T&D professional, you are conducting a measurement analysis of leadership skills for a management role. The difficulty lies in the fact that the role has gone through tremendous change in the last four years. Based on this, what best describes the situation you are facing when working with past and present data surrounding this role? (Choose the best response.) a. The validity of the data is automatically compromised because of all of the changes. b. The reliability of the data is automatically compromised because of all of the changes. c. The validity of the data is affected because it was administered to test subjects before being administered to actual subjects. d. The reliability of the data should be examined closely to determine whether the effects of the changes have affected the results of the data.

d. The reliability of the data should be examined closely to determine whether the effects of the changes have affected the results of the data.

What is the most challenging aspect of evaluating the impact of new technology? (Choose the best response.) a. Beta testing b. Usability testing c. Integration into program design d. Transfer of learning to the workplace

d. Transfer of learning to the workplace Response D is correct because while beta testing, usability testing and integration into program design are all essential elements to consider, transfer of learning to the workplace is the most challenging

Which of the following best describes dispersion? (Choose the best response.) a. An observation in a data set that's far removed in value from the others in the data set b. The symmetry in the distribution of the same data values c. The way in which observations tend to pile up around the mean, also known as the bell-shaped curve d. Variation in values that could be widely scattered or tightly clustered

d. Variation in values that could be widely scattered or tightly clustered Response D is correct because dispersion refers to how observations in a data set are spread out around their mean. The most common measure of dispersion is the standard deviation.

An employee who finds it easier to learn a new concept through using a manual learns best through______________. (Choose the best response.) a. Auditory learning b. Kinesthetic learning c. Tactile learning d. Visual learning

d. Visual learning Response D is correct because reading a manual is taking in information by seeing it, which is classified as visual learning in the VAK model.

When conducting a current capability assessment, T&D professionals should examine baseline assessments from all these perspectives EXCEPT______________. (Choose the option that completes the sentence accurately.) a. What basic skills are needed just to maintain the status quo and keep the organization running? b. What skills are needed to improve the organization? c. What are the new business drivers on the horizon, and what skills are needed to meet those future needs? d. What skills did not contribute to performance in the past?

d. What skills did not contribute to performance in the past? Response D is correct because T&D professionals can provide thoughtful leadership to HRD about the organization's talent capabilities by looking at the current skills and those needed in the future. Although historical perspective can be useful, forward thinking is needed to build the talent pool of the future.

You are the training manager for a small medical practice. After they return from the annual medical conference and retreat in Hawaii, the doctors in your firm have determined that they want you to create a high-quality, customized customer service training for the practice. They provide you with several names of vendors whom they spoke with at the conference who offer off-the-shelf customer service courseware and received high praise from other doctors. Your doctors believe that their practice is special and want a special training approach that emulates the practice. What may be wrong with this scenario? (Choose the best response.) a. The credentials of the vendors may be exaggerated since they attended the medical conference. b. You are concerned about the degree of cohesion between the vendor's philosophies and the medical practice. c. You need a budget for this project before you can move forward. d. You are concerned about the ability to customize the customer service training to meet the "special" needs of the medical practice based on the doctors' comments to you.

d. You are concerned about the ability to customize the customer service training to meet the "special" needs of the medical practice based on the doctors' comments to you. Response D is correct because it is often difficult or impossible to customize off-the-shelf products, making it difficult to meet all the training needs.

You are a T&D Director for a large 75-year-old wholesale food distribution company. You realize that the margins on food products are small and everyone needs to keep expenses to a bare minimum; however, the Csuite's recent request is just not going to work. Because they are focused on a return-on-investment (ROI), they expect you to use the same career development approaches for the employees the company employs today as it did 10 years ago. What concerns you the most about their request? (Choose the best response.) a. Your ability to maintain a balance between personal assessment and the market career development approach b. Your ability to implement Williamson's trait-and-factor career development theory c. Your ability to continue using Roe's theory of occupation and its eight groups of service for career development d. Your ability to meet career development expectations of the employees you hire today

d. Your ability to meet career development expectations of the employees you hire today Response D is correct. In this role, you need to balance ROI and the need to develop people. Your organization has a need to see an economic payback for investing in people.

You are a facilitator working with a small company. An early task is to conduct an All-Hands Meeting to discuss the launch of a brand new service line. You began your section by telling a personal story about the pain and reward of adapting in today's world. You used the storytelling technique in order to______________. (Choose the best response.) a. Teach the audience what they have to do next b. Capture the attention of the audience c. Build credibility d. Tell the audience that the new service line will be difficult to launch e. B and C f. B and D

e. B and C Response E is correct because storytelling allows a facilitator to capture attention, build credibility, as well as establish rapport with the audience.

You are an HRD manager who has been asked to identify the developmental needs of future leaders at various levels in the organization. How do you plan to go about accomplishing this task? (Choose the best response.) a. Career profile b. Leadership assessment c. DiSC Personality Profile d. Myers-Briggs Type Indicator

leadership assessment

You work for a small consulting firm and have been invited to develop a training session for a high-powerdistance culture. You want to customize your session to best meet their needs. Which instructional method should you use? (Choose the best response.) a. Experimentation b. Role play c. Fishbowl d. Lecture

lecture

You are a trainer from Germany who has moved to the United States to take a job with a German car manufacturing firm. You speak German and English but experience difficulty when delivering your first course in the United States. Upon reading the first day Level 1 evaluations you realize that some of the material is not coming across with the same effect as it does in Germany. Which of the following is a probable reason for this situation given your knowledge of diversity, learning transfer, and multiple languages? (Choose the best response.) a. Nuance errors b. Gross translation errors c. Creative differences d. Inclusion approach

nuance errors

Proxemics refers to______________. (Choose the option that completes the sentence accurately.) a. Gender awareness b. Personal space c. Facilities planning d. Arrangement of seating in a U-shape

personal space

What type of room set up encourages group exercises?

round/circles

Which of the following describes how well the evaluation instrument measures what it is intended to measure (Choose the best response.) a. Fairness b. Reliability c. Validity d. DiSC

validity

What are Kirkpatrick's Four levels?

1 Reaction to learning (survey or smile sheet) 2 Learning (pencil and paper test) 3 Behavior (transfer learning to the job) 4 Results (impact to the organization)

What is the benefit of the GAGNE model?

9 levels of instruction. Focuses on lesson plans. Start training by capturing the learner's attention.

What is a Design Report?

A report that is a summary of the analysis and design completed. The approval of the report is a signal to begin development of the course.

Assessment methods: What is a Likert scale?

A scale to rate statement (ie. on a scale of 1 to 10).

What is the Executive Summary portion of the Analysis report?

A summary of the most important points.

What is Outlier?

A value far removed from the others in a data set.

What is a performance audit?

A way to measure the effectiveness of employees.

What are three factors that impact the speed at which adults can learn?

APE Age Psychology Emotion

ADDIE model of instructional design

Analyze, Design, Develop, Implement and Evaluate

What is a Formative Evaluation?

Assess l'effectiveness of training while the training is still being developed.

What are A-B-C-D objectives?

Audience Behavior Condition Degree

Open System

Can be influence by outside events.

What is CAL and its relation to learning theory?

Characteristics of Adult Learning by Patricia Cross. Says that training should be a positive learning experience.

What are the primary tools used for Quantitative analysis?

Charts and Graphs

What is the DISC model of group dynamics?

Dominence Influence Supportive Conscientious

What is Cog's Ladder?

Group dynamic similar to the Tuckman model.

What is Groupthink?

Insisting que individuals give up their opinions and agree with the group.

What is Neurolinguistic Programming?

It says there are 3 preferred learning styles: VAK [visual, auditory, kinesthetic]

What causes most inaccuracies in survey completions?

Participants misinterpret the directions.

Assessment methods: What is an alternate response?

Participants pick b/t 2 acceptable statements.

Random Selection

Picking the sample from the population (done randomly)

What is the PDCA model of process improvement?

Plan, Do, Check, Act

What is a learning objective?

Shows the learner where they are going and how they are going to be measured. Learning objectives must tie back to business goals (aka PAP, performance agreement principle).

What is multivoting/nominal matrix?

Silent idea generation que let's the team members generate ideas w/o pressure from the group.

What is the Augmentation synthesis model?

Similar to the Dichotomy model, but is used for two or more ideas/concepts.

What are factors that can effect external analysis?

Social, Economic and Competitive

What is Qualitative Data/Research?

Soft data, such as opinions and observations.

What is qualitative data?

Soft data, such as opinions and observations.

What is BE (break-even)?

The amount of time for a program to pay for itself.

What are Process Controls?

The controls developed for a process.

What is the Socratic method of questioning?

The instructor feigns ignorance on a topic and questions the class to elicit the answer.

What is a Focus Group?

The only data collection option que meets le needs for a short time-frame and allows for gathering data from a group setting.

What is a Facilitator?

The person who guides the students through the content and practice, and makes training easier.

What is Meta-Evaluation?

The process of evaluating every step in the evaluation.

What is Dispersion/Variance/Standard Deviation?

The spread across the mean.

Disorientation

To feel lost.

Which of the following best describes an economic resource that may be expressed in monetary terms? (Choose the best response.) a. Asset b. Liability c. Equity d. Balance sheet

a. Asset Response A is correct because an asset is an economic resource that gives rise to future economic benefit and can be expressed in monetary terms.

Which of the following best describes a reliable evaluation instrument? (Choose the best response.) a. The extent to which an instrument is consistent enough that subsequent measures of an item give the same approximate results b. The extent to which the instrument represents the content of the program c. The degree to which an instrument represents the construct it was meant to represent d. The extent to which an instrument agrees with the results of other instruments administered at approximately the same time to measure the same characteristics

a. The extent to which an instrument is consistent enough that subsequent measures of an item give the same approximate results Response A is correct because reliability refers to the ability of the same instrument to produce consistent results over time.

Which of the following types of data makes it possible to rank order items measured in terms of which has less or more of the quality represented? (Choose the best response.) a. Nominal b. Ordinal c. Interval d. Ratio

b. Ordinal Response B is correct because ordinal data is a number or variable that allows ranking order from high to low.

Which of the following represents the minimum time schedule for completing all tasks in a project and drives the project's end date? (Choose the best response.) a. Deliverables b. Milestone c. Critical path d. Gantt chart

c. Critical path Response C is correct because the critical path represents the shortest period of time that it takes to complete all of the tasks in the project given task interdependencies.

During the pilot phase of a performance intervention, you used several methods of evaluation to determine if the real root cause is being addressed by the solution, if the client's expectations are being met, and if the initiative is effective. What kind of evaluation are you using? a. Summative evaluation b. Quantitative analysis c. Formative evaluation d. Statistical evaluation

c. Formative evaluation Response C is the correct answer because the purpose of formative evaluation is to determine if the intervention is impacting the root cause of a performance issue

Which represents the middle number where half the numbers lie above and half below it? (Choose the best response.) a. Mean b. Mode c. Median d. Standard deviation

c. Median Response C is correct because the median is the number directly in the middle of the numbers.

All of the following issues surrounding formats and templates for user-generated content are important EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Ease of accessibility b. Ease of use c. Nonstandard design d. Content support

c. Nonstandard design Response C is correct because it is important to have a standardized look and feel for all formats and templates involving user-generated content to ensure consistency.

One way that coaches can co-create an action plan with a client is by ______________. (Choose the option that completes the sentence accurately.) a. Ensuring the plan addresses the client's strengths and weaknesses b. Sharing assumptions and opinions relative to the client's goals c. Urging the client to take on difficult situations d. Drafting goals that would benefit the client's development

c. Urging the client to take on difficult situations Response C is correct because the coach's role is to balance supporting the client with challenging him or her to push beyond the comfort zone.

The most important consideration in the process of selecting a learning technology is ______________. (Choose the best response.) a. Identifying the learning objectives and desired outcomes and selecting the technology to support those goals b. Identifying the target learners and geographical location(s) c. Determining which activities and interactivity are needed d. Constructing a rationale for the technology choice

d. Constructing a rationale for the technology choice Response D is correct because the organizational culture plays the most significant role if online learning is supported and if technology-based learning will be sustained for future efforts.

A training manager is working through the phases of content management. Which of the following is NOT considered a phase in content management? (Choose the best response.) a. Creation b. Management c. Publishing d. Execution

d. Execution Response D is correct because execution is not one of the phases of content management.

Which best describes a central or distributed environment in which an organization captures and stores data? a. Database management system b. Knowledge networking c. CoP d. Knowledge base

d. Knowledge base Response D is correct because a knowledge base houses knowledge that has been gathered from people in the organization; frequently it includes tacit knowledge that has been made explicit through documentation.

A trainer is looking at several KM best practices. Which of the following is NOT considered a best practice in KM? (Choose the best response.) a. Collaboration b. Personification c. Readability d. Managing

d. Managing Response D is correct because managing is not a best practice in KM. It is a behavior that is applicable to many areas of an organization.

A T&D professional wants to determine if a training course resulted in actual performance improvement on the job. Which tools should he use? (Choose the best response.) a. Online or paper and pencil tests. b. Opinion surveys or evaluation forms. c. Pre-training or post-training surveys. d. Productivity reports or on-site observations.

d. Productivity reports or on-site observations. Response D is correct because both productivity reports and on-site observations indicate whether performance has improved since the employee attended training.

The Sarbanes-Oxley Act of 2002 affects which of the following types of legislation? (Choose the best response.) a. EEOC b. OSHA c. Civil rights d. Securities and financial reporting

d. Securities and financial reporting a. Response D is correct because the Sarbanes-Oxley Act was passed to protect investors from fraudulent accounting activities by improving the accuracy and reliability of corporate financial disclosures.

Which is NOT relevant to the fair use rules of copyright? (Choose the best response.) a. Purpose and character of the use b. Nature of the copyrighted work c. Amount or substantiality of the portion used d. The ideas expressed in the work

d. The ideas expressed in the work a. Response D is correct because copyright law protects the expression of the idea (but not the idea itself) in some tangible form. Some exceptions are permitted and T&D professionals should be aware of them.

Which of the following is NOT one of the assumptions for the chi-square test for a single variance? (Choose the best response.) a. The sample must be selected randomly from the population. b. The population must be normally distributed for the variable under study. c. The observations must be independent of each other. d. The respondent's opinions must be cross-tabulated.

d. The respondent's opinions must be cross-tabulated. Response D is the correct response because cross-tabulating respondent's opinions is not an assumption of the chi-square test.

What is the calculation for BE (break-even)

program costs / total benefits

What is a Mean?

"average" of the numbers. The sum of the numbers / the number of all the values (that made up the sum)

Rummer-Brache

3 levels (organization, process, job/performer) work in harmony.

Multi-rater feedback is a process in which at least two levels of management review employees and agree on their candidacy for specific positions. Which of the following types of multi-rater feedback uses a questionnaire to ask superiors, direct reports, peers, and other internal and external customers how well an employee performs? (Choose the best response.) a. Assessment centers b. Myers-Briggs Type Indicator c. Leadership assessments d. 360-degree feedback

360

What is Kolb's Learning Style Inventory?

4 modalities: concrete, abstract, reflective, active [cara]

Which of the following personal space guidelines between adults is most appropriate for co-workers and social acquaintances in the United States? (Choose the best response.) a. 18 inches b. 18 inches to four feet c. Four to 12 feet d. 12 or more feet

4-12 feet

Maslow Hierarchy of Needs

5 levels of needs (self actualization at the top; physiological at bottom). Looks like a pyramid.

What is Bloom's Taxonomy.

6 levels. Focus on the desired performance goal. Also provides for KSA (knowledge, skill and attitude).

What are l'advantage of informal learning?

80% of all learning is informal. Happens on the job and when it is needed. It is relevant.

Pareto Analysis

80/20 rule Tally responses into a bar chart

What is Blended Learning?

A combination of classroom training and technology-based learning.

Block Diagram

A graphic list of sequential steps in a process.

What is an Adapter?

A movement to meet a person need, i.e. scratching your head.

What is an Emblem?

A physical gesture que can be translated into a word.

What is Effect Size?

A way to quantify the difference between two groups. It is an example of standard deviation.

What is an example of an Environmental Barrier?

An American managers's offense at not getting a private office in Japan illustrates the cultural difference known as personal space.

What is Construct Validity?

An instrument que measures the construct of the program.

What is Content Validity?

An instrument que measures the content of the program.

Type of Evaluations: What is a reliable evaluation instrument?

An instrument que produces consistent results over time.

What is Criterion Validity?

An instrument whose results agree with external construct.

What is Concurrent Validity?

An instrument whose results agree with the results of other instruments.

What is Predictive Validity?

An instrument whose results can predict future behaviors or results.

What is a Program Evaluation?

Assess the effect of a training program on learning.

What is a Training Transfer Evaluation?

Assess the effect of training to be transferred to the job.

What is a Summative Evaluation?

Assesses l'effectiveness of training after the training is done.

What are 3 barriers to listening que can originate with the listener?

Being distracted by the trainer's appearance. Language issues. Physical disabilities, i.e. hearing impaired

What does BCR mean?

Benefit Cost Ratio

What is BCR?

Benefit-Cost-Ratio.

What are 3 active training techniques?

Brainstorming Case Studies Role Playing

What is Perceptual Modality?

By James and Gailbraith, it deals with sensory intake preferences, and cites 7 different ways.

What is CoPs?

Community of Practice, used mostly in the workplace.

Malcolm Knowles Learning Theory

Concept of Androgagy. That adults learn differently than children (pedagogy). SEROM (5 principles) by Carl Rogers (Learner-Centered Instruction) self concept, experience, readiness to learn, orientation to learning, motivation to learn

What is the best action at the end of a meeting?

Confirm agreement and document the meeting notes.

What is a Balanced Scorecard?

Consists of 4 quandrants: Internal Financial Customer Perspective Innovation & Learning

What is Ratio Data?

Contains an absolute zero.

What offers the most compelling/objective evidence of effectiveness, but can consume time/resources not often available in a business setting?

Control Groups

What is Phillips' ROI methodology?

Convert data into monetary values.

For every objective, there should be ___________.

Corresponding evaluation task.

What is Extant data?

Data from reports and records.

What is Interval Data?

Data que can be ranked and compared.

What is Ordinal Data?

Data que can be ranked.

What are Proxemics?

Deals with spacing amongst gens (think proximity of gens to each other).

Mager & Pike

Determine the importance of the problem and to either solve it or ignore it.

What is process mapping?

Diagram the process

What is an AVOIDING team member?

Don't address the conflict. Avoid all the issues.

What are Inferential Stats?

Draw cause and effect as well as relationships between variables.

Document management systems accomplish all of the following EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Check-in b. Check-out c. Storage d. Editing

Editing

What is EPSS?

Electronic Performance Support System. When one system links to another for job support.

What are open-ended questions?

Encourage discussion. Require more than a one word response.

What is NOT a consideration a trainer needs to balance with the effect of culture on learning style?

Enunciation and Rate of Speech

Random Sampling

Everyone has the same chance of being selected.

This process identifies the questions to be designed and organizes the experiment to get the right amount of data and in sufficient amounts. What is this called?

Experiential Design

What is Force Field Analysis by Kurt Lewin?

Factors that maintain the status quo. Positive factors for change are driving forces. Negative factors that keep the status quo are resisting forces.

What does a BCR of 1 mean?

For every dollar spent, one dollar is returned.

What does a BCR of 2 mean?

For every dollar spent, two dollars are returned.

Harless

Front end anaysis

Ladder of Inference

Gens interpret events differently and thus affect l'outcome.

What is an ACCOMMODATING team member?

Give up their own issues to appease the group.

What are two advantages of classroom training?

Great for higher-level thinking. Great for interpersonal interaction.

What are two advantages of online training?

Great for pre-requisite work. Great for handling rote material.

What is quantitative data?

Hard data, can be measurable and objective.

What is Quantitative Data/Research?

Hard data, such as Mean, Variance, Skewness.

What are Inclusion Practices?

Help individuals bring their value to the team.

What may NOT enhance a presentation?

High tech audio/visual may NOT enhance the presentation if it overshadows the message of the presentation.

Systems Thinking (5 items)

Holistic approach to performance improvement. Organizations are systems in which all parts are related. Small changes can have negative effects on l'organization. Need to identify high-level points of change. Things can get worse before they get better.

What are the four parts of a process?

I O PC R (input, output, process controls, resources)

What is constraint analysis?

Identifies the limiting factor or resources.

Halloway DNA

Identify the model of key performance and barriers preventing its attainment.

What is Central Tendency?

In terms of looking at averages, it includes Mode, Median and Mean.

At what point should l'evaluation tasks for the objectives be determined, and why?

In the DESIGN phase, b/c its needed to gauge training effectiveness and performance improvement.

What does a BE of 1.0 indicate?

Indicates a program will take one year to pay for itself. (You take the BE number x 12 months to get the BE value)

Focus Groups

Interviews que take place with a group. Great when you only have a short period of time.

Cause and Effect Diagram

Ishikawa or fishbone diagram Great to be used with stakeholders.

What causes Groupthink? (3 items)

Isolation of the group High group cohesiveness Directive leadership

What is Multiple Regression Analysis?

It analyzes behavior tied back to inputs.

What is an Events Network synthesis model?

It analyzes in terms of what Should Be instead of What Is.

What is a Flowchart synthesis model?

It analyzes input, process and output.

Appreciative Inquiry

It appreciates what is there. It's a positive vision.

What is an algorithm?

It depicts the physical steps or behaviors and the thought process that supports those steps.

In terms of learning style inventory, what is the Canfield model?

It focuses on content and condition.

Why use a neutral 3rd party to administer evaluations/surveys?

It increases the objectivity of the input and decreases the likelihood of the instructor reacting unfavorably to negative feedback.

What is Correlation Analysis?

It is an analysis that looks for direct correlations. I.E. The relation b/t courses taken and employee advancement.

What is the first step to solve a problem?

It is to identify the problem.

What is performance analysis (gap analysis) (training needs assessment)? [three items]

It is to measure the gap between the actual/current state vs the desired state of an organization. What is the current state vs the desired state? Helps to identify the training requirements.

What is Confidence Intervals?

It is where something is expected to be.

What does Significant mean?

It means "probably true".

What does an BCR of 2.0 mean?

It means that for every dollar spent, two dollars will be returned.

What does a BE of 2.0 mean?

It means that it will take two years for the program to pay for itself.

What is a statistical forecasting model?

It predicts outcomes based on no training, which is then compared to l'actual output once training is done.

What is Gardner's Theory of Multiple Intelligences?

It says that intelligence is multi-faceted.

What is Significance Testing?

It verifies correlation analysis and multiple regression analysis. "probably true"

What is Behaviorism learning theory?

It's about stimuli and response.

What is an Extraneous Variable?

It's an undesirable variable.

In terms of culture, what is Psychology?

It's how gens view the world around them, such as ethnocentrism, concept of time, intercultural behavior and nonverbal communications.

BE (break-even) Analysis...What is it and its formula?

It's how long it takes for a program to pay for itself. Formula: Program Costs / Total Benefits

What is neurolinguistic programming?

It's the VAK model.

Why is it important to do a thorough root cause/needs analysis?

It's the best way to identify the KSA's that will become the learning objectives (tied back to business goals).

What is Reliability?

It's the consistency of the measurement. 75% or greater is considered reliable. Example: If an evaluation instrument hits the bullseye it is valid. If it hits the bullseye everytime, it is valid and reliable.

What is Skewness?

It's when numbers clump farther on one side of the median than on the other side. There is positive (right) and negative (left) skewness. Mode < Median < Mean This is an example of Positive Skewness.

What are two examples of performance support systems?

Job aids EPSS

What is a Nuance Error?

Just a mild distinction in words.

What are Bloom's 6 levels of behavior?

K C A A S E knowledge, comprehension, appreciation, analysis, synthesize and evaluation

What are Bloom's 3 categories/domain of learning/taxonomy?

KSA (knowledge, skill, task)

What is the first step in preparing an evaluation?

Knowing the Evaluation Goals.

Assessment methods: What is the benefits of conducting interviews?

L'ability to capture subjective data, emotional info and nonverbal messages.

What is a semantic differential?

Le participants pick rate two contrasting words, separated by a line. (useless.......|..........valuable)

What is Chunking?

Learners respond best to small pieces of information. Chunking is a term for breaking down concepts into meaningful pieces. Typically 3 items an hour is appropriate.

What is Cognitivism learning theory?

Learning happens through the process of logically presented information.

What is Distance Learning?

Learning in which the facilitator and learner are separated by distance.

What is Constructivism?

Learning is built/constructed based on learner's experiences and influenced by interactions with gens.

Open Space Technolgy

Lets a diverse grp of gens create productive meetings.

What is a counter-measure matrix?

Look at each possible solution and weigh the cost and time required to implement.

What are closed-ended questions?

Looking for a Yes or No answer. Great way to confirm understanding or determining consensus.

What is Correlation Coefficient?

Looks that the strength of the relationship among two numbers or variables.

What are the four characteristics of learning?

MGEC (motivation, goals, experience and culture)

It is critical to understand the context of the learners. What are examples of some of these items?

MGEC, age, gender, time in job, technical capabilities, Knowles' SEROM - self concept, experience, readiness to learn, orientation to learning, motivation to learn

What is a terminal objective.

Main objective

Business Analysis

Makes clear what is important to the organization; its goals.

What is Utility Analysis?

Measures a program's economic contribution, including the difference in job performance for trained and untrained employees.

What is Utility Analysis?

Measures a program's economic contribution. Comparing untrained to trained employees.

What is a Regulator?

Movements that control a conversation, i.e. nodding.

What is an Affect Display?

Movements that convey emotion, i.e. smiling.

What is the guiding principle for how human performance is developed?

Must be defined by business needs and supported by senior management.

After the performance gap analysis and root cause analysis are done, proceed to pick the learning solution. Do you need to need to do an analysis of the learning solution?

No, b/c the root cause analysis provides the information to pick the correct learning solution.

What is Nominal Data?

Normal numbers, i.e. telephone number

When are job aids NOT appropriate?

Not appropriate for time-sensitive items, like a pilot needing to respond to an in-flight emergency.

Classroom training is not good when......(3 items)

Not good when the training is: Expensive Hard to schedule Temporary

What is the key element of successful instructional design?

Objectives

What is OJT?

On the Job Training

Split Half Check of Reliability

One test is split into two shorter ones.

What is a COMPETING team member?

Only concerned with their own interests.

What should not be included in a learning impact study results?

Opinions and Testimonials (instead it should be focused on quantitative data)

Which of the following is NOT an issue associated with career planning theories? (Choose the best response.) a. Human capital and organizational needs b. Approaches to work across generations c. Multicultural influences d. Organizational structure

Organization Structure

Closed System

Outside events have no influence on it.

What are three considerations a trainer needs to balance with the effect of culture on learning style?

Pace Level of Self Confidence Instructional Design Approach

What is a PAP?

Performance Agreement Principle....says that every objective should have an evaluation task.

What is PBT?

Performance Based Training. You must demonstrate the knowledge and skills before leaving training.

What is a PLN?

Personal Learning Network

What is the best thing to do to prepare for the delivery of your training? (2 items)

Practice, Practice, Practice (think a 1:7 ratio) Know your audience.

What is a Forecasting Model?

Predicts outputs based on NO training, and compares the results when after the training occurs. (Isolates l'effects of training when mathematical relationships b/t input and output variables are known)

What are two advantages of asynchronous learning?

Provides flexibility to the learners. Provides a seamless connection b/t learning and performance (unlike a classroom which would be limited for time and place)

What is the benefit of using games and simulations?

Provides safe way for trial and error, but it's important to debrief the activity.

Affinity Diagram

Put random brainstormed ideas into groupings. Use an Interrelationship Diagram to show cause & effect.

Margins in notecards

Put visual aid prompts in the margins

What is the advantage of using an instructional design process?

Quickly and efficiently design and build training.

What is a psychomotor objective?

Refers to action/physical activity.

What is an affective objective?

Refers to emotion/attitude.

What is a cognitive objective?

Refers to knowledge and skill.

Which of the following affects the development and administration of assessments and is concerned with the ability of the same instrument to produce consistent results over time? (Choose the best response.) a. Reliability b. Validity c. Fairness d. Central tendency

Reliability

What is a Median?

Represents the middle number (1/2 numbers are above it and the other 1/2 are below it)

What are two disadvantages of asynchronous learning?

Requires a high level of detail, design and production. The inability for learners to interactive with the facilitator.

What is the Bias of Central Tendency?

Respondents pick the middle rating most often, and avoid the high-low ratings.

What is ROE?

Return on Expectations (unifies learning and business expectations)

What is ROE?

Return on Expectations. Brings together learning and business functions.

Cause and Effect Analysis

Root problems can originate far away from the place of origin.

A T&D professional is building a diversity program. Of the following, which is NOT considered a factor that should be included? (Choose the best response.) a. Race b. Ethnicity c. Gender d. Role

Rose

A T&D professional is preparing to deliver a highly interactive program to an audience of 16 people. The program involves some lecture and individual work, as well as frequent, sometimes lengthy, small group exercises. Which room setup is best for this type of program? (Choose the best response.) a. Conference style b. U-shaped c. Round d. Theater

Round

What has the most impact on l'extent to which a research study's results can be GENERALIZED?

SAMPLING (b/c the entire population can be represents, with everyone having an equal chance of being selected)

Test Retest Check of Reliability

Same test is give twice to same group and the scores are compared.

What is Herrmann's Theory of Brain Dominance?

Says the brain is divided into 4 quadrants, each with a preferred way of learning. AKA brain learning.

Which of the following is an example of an informal development method? (Choose the best response.) a. Succession planning programs b. Internal group training programs c. On-the-job training d. Self-study

Self-study

Gilbert

Six sets of factors that can hinder or facilitate workplace performance.

Why is raw data converted to standard data?

So the results can be compared and evaluated.

Why to facilitators need to know their preferred learning style?

So they can remember to adapt theirs to other learning styles of the students. B/C all learners learn differently.

What is Noise?

Something que hinders the message going from the sender to the receiver.

What are the major tasks in analyzing data?

Sort, Tabulate, Compare NOT creating speadsheets

What are SMART objectives?

Specific Measurable Attainable Relevant Timebound

Stratified Random Sampling

Split the population into groups, then everyone from each group has the same chance of being selected.

What is a COMPROMISING team member?

Splits the difference.

What is the Tuckman model of group dynamics?

Storm Form Norm Perform

What are three examples of informal learning?

Storytelling Models Wikis and Blogs

Who would not do well with online learning?

Students you lack self direction.

What is an enabling object.

Support objective

True or False: Choose the most effective instruction strategy que meets le needs of the target audience.

TRUE

What is 5 WHY's?

Technique to ask WHY for 5 iterations

System Archetypes

Templates que can be applied to many situations.

What is not an assumption of the CHI-Square Test for Single Variance?

That data needs to be cross-tabulated.

What is Observation Bias?

The tendency of gens to completely a survey differently because they know they are being observed.

What is a Mode?

The value/number that occurs most frequently.

What is an Independent Variable?

The variable que can be controlled by l'evaluator. C=(F-32) / 18 C is the dependent variable; F is the independent variable.

What is Mager's learning theory?

Theory of Behavioral Objectives. Says the objectives should consist of 3 parts: statement, condition and performance.

Herrmann Learning Theory

Theory of Brain Dominance. The brain is divided into 4 quadrants.

What is Carol Roger's instructional theory?

Theory of Learner-Centered instruction. Places emphasis on creating climate/mood for learning.

Gardner's Theory

Theory of Multiple Intelligences. Says that intelligence is multi-facted.

What are hypothetical questions?

These are What If questions.

What is an Illustrator?

These are movements used with nonverbal communication.

What is the advantage of flipcharts?

They are inexpensive.

What are Descriptive Stats?

They describe data.

Who are Silver and Hanson, in terms of learning theory?

They modified the Myers-Briggs theory and applied it to learning theory.

What is AL?

This is Accelerated Learning. This is holistic whole-braining learning, involving both sides of the brain, the cortex and limbic system, to make learning a natural process. An example of AL is multi-sensory input, such as music, color and movement.

What is SDL?

This is Self Directed Learning.

What is Normal Distribution?

This is a Bell Curve, the clumping of values around the mean.

What is an Ishikawa diagram?

This is a cause and effect (aka fishbone) diagram.

What is Three Axis Matrix?

This is cube shaped data plotting.

What is Accelerated Learning?

This is holistic whole-brain learning, involving both sides of the brain, cerebral cortex and limbic system, to make learning more natural. It can include multi-sensory input.

In terms of learning style inventory, what is PEPS?

This is the Productivity Environmental Preference Survey.

Disidentification

To feel hurt or betrayed.

Disengagement

To lose interest.

How can you use statistical forecasting models to improve training evaluation?

To predict future performance levels.

What is Rapid Instructional Design?

Trade off b/t design and delivery.

Effective communication is the foundation for effective change (UP, DOWN, ACCROSS l'organization). True or False

True

True or False: A knowledge task is a cognitive task.

True

True or False: A skill task is an action task

True

True or False: Avoid stimulants or depressants.

True

True or False: Designers provide the instructional framework.

True

True or False: Do NOT fake enthusiasm in the class.

True

True or False: Pretend etre Brave

True

True or False: The root cause analysis phase determines the KSAs, which are to be turned into learning objectives (again tied back to business needs).

True

True or False: The sequence of instruction is important to its effectiveness?

True

True or False: Never underestimate the importance of knowing the learner/learning audience.

True (think of the MGEC model)

......

Use 6 periods to separate sentences on notecards to prevent run on sentences.

How can you use statistical forecasting model to improve training evaluation?

Use it to predict future performance levels.

What is Two Axis Matrix?

Use x and y to plot data.

What is the Dichotomy synthesis model?

Used by Chris Argyris. It compares to separates ideas/concepts to show contradictions. I.E. What managers say and what managers actually do.

Resource Analysis

Used to identify available resources.

What is an Ice Breaker?

Used to immediately engage the students in the learning program.

What is Sample Bias?

Using people inclined to support or are friendly to the program for the evaluation.

Flow Chart

Visual representation of the steps to complete a project.

What is the VAK model?

Visual, Audio and Kinesthic

What is a root cause analysis? (3 items)

WHY does the gap exist? WHAT are the missing KSAs? *Use the KSA to develop learning objectives, which must be tied back to business needs.

Disenchantment

What's gone is gone attitude.

Compensating Feedback

When a change to one part of an organization negatively affects another part of the organization.

What is a Gross Translation Error?

When one party attributes the mistranslation as disrespect.

What is Emotional Bias?

When participants like the instructor and that effects the evaluation scores.

When is SDL (self directed learning) not recommended?

When the learner's profile indicates a low ability to be self directed.

What is a COLLABORATING team member?

Works with others to find mutually beneficial solutions.

What is the Reflection Synthesis model?

You analyze the data and look for patterns.

What are the results of the Needs Assessment?

You can determine the: current state desired state ...which is the performance gap...then proceed to a root cause analysis to find out why the gap exists.

When moving from classroom training to online training, what do you need to leave more time for?

You need to schedule more time for interactions/activities.

What is Hypothesis testing?

You test a hypothesis and either accept or reject it.

What is the calculation for ROI?

[(total benefits - program costs) / program costs] x 100 minus, then divide, then x100

What is the calculation for ROI?

[(total benefits-program costs) / program costs] x 100

Which of the following best describes a chart of accounts? (Choose the best response.) a. A listing of account lines in the general ledger b. An organization's economic resources expressed in monetary terms c. An expense account that relates directly to business operations d. One of the four primary financial statements filed annually by organizations

a. A listing of account lines in the general ledger Response A is correct because a chart of accounts is a list of all accounts tracked by an accounting system; each account in the list has a unique identifier known as an account number.

You are a T&D professional who has been working as a coach for several years in a multistate insurance company. A client that you have been working with, and whom some believe may be the first female president of the company, has recently become distant. In the 18 months that you have worked with her, she has never missed a meeting. She has canceled the last two coaching meetings with you. This situation is sticky because she has been on a fast track to the top. What do you do? (Choose the best response.) a. Ask for a meeting and state, "I sense something has changed. Would you like to talk about it?" b. Meet with your manager and tell her about the last couple of meetings with your client so that he can help you figure out what to do. c. Create an agreement that you will both sign to recommit to the relationship. d. Send her an email terminating the relationship since coaches are in short supply and big demand in your company.

a. Ask for a meeting and state, "I sense something has changed. Would you like to talk about it?" Response A is correct because it is possible that a client wants to terminate a coaching relationship early for a variety of reasons. There may be a shift in her personal or professional priorities. Perhaps the process no longer meets her needs or expectations. Or it could be a host of other reasons. The most important thing you can do is maintain excellent communication.

The sales manager of your company has contacted you. Sales have dropped 20 percent below target in the last month and he wants you to quickly design and deliver training on sales-closing techniques. What should you do first? (Choose the best response.) a. Ask the manager what the desired level of performance is b. Suggest changes to the current sales target c. Observe the sales agents' current performance d. Design an enhanced incentive program

a. Ask the manager what the desired level of performance is Response A is correct because the first step in conducting a gap analysis is to identify the difference between the current state and the desired state.

Which of the following types of analysis attempts to standardize work flow in a manner that decreases redundancy of effort and increases information reuse? (Choose the best response.) a. Business process analysis b. System analysis c. System study d. Risk analysis

a. Business process analysis Response A is correct because business process analysis is a structured method of documenting business rules and uncovers hidden inefficiencies and strengths that could be streamlined or leveraged to increase productivity.

You are mentoring your T&D professional colleagues. Today the group is discussing theories about how people develop. You suggest that people make career choices based on their level of comfort or knowledge. What approach are you discussing with your co-workers? (Choose the best response.) a. Career anchors theory b. Occupation theory c. Occupational congruency model d. Krumboltz's model

a. Career anchors theory Response A is correct because the career anchors theory shows that as individuals learn more about themselves, their career choices are affected by this self-knowledge. If the individual moves away from this comfort zone, he or she is pulled back to this self-knowledge and toward choices that suit him or her better. Schein categorized the basic drivers of these career decisions—talents, motives, and values—into eight career anchors that fit all individuals.

An HRD manager is documenting the paths employees need to follow to achieve various positions in the organization. This type of tool or process is best described as a______________. (Choose the option that completes the sentence accurately.) a. Career profile b. 360-degree feedback c. DiSC Personality Profile d. Assessment center

a. Career profile Response A is correct because a career profile is used in connection with a resume, a summary statement that highlights a person's work history and skills and competencies.

All the following are elements of KM EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Classroom instruction b. Collaboration c. Access to subject matter experts d. CoPs

a. Classroom instruction Response A is correct because KM uses information sharing rather than instruction, which is information that is taught. Classroom instruction is not one of the elements of KM.

You have just started your job as a training director in a new company. You spend most of your first few weeks learning about the company's history, mission, goals, strategy, tactics, vision, and plans. This information will help you understand which of the following? (Choose the best response.) a. Company's culture b. Department's budget c. Training group's strengths and weaknesses d. Who the organization's informal leaders are

a. Company's culture Response A is correct because the company's culture encompasses all the ways that things are done in an organization. Therefore, the company's history, mission, goals, strategy, tactics, vision, and plans are good places to learn about how things get done in the organization.

You are a director of a training department. Your manager is meeting with you to express her disapproval that you signed off on poor training supplier agreements. Which of the following environmental factors does you manager think you managed inadequately? (Choose the best response.) a. Contractual b. External c. Employees d. Internal

a. Contractual Response A is correct because contractual factors include stipulations laid out in supplier agreements for services and raw materials.

Which of the following is a comparison that weighs the cost of a training activity against the outcomes achieved? (Choose the best response.) a. Cost-benefit analysis b. Chart of accounts c. SWOT analysis d. Income statement

a. Cost-benefit analysis Response A is correct because a cost-benefit analysis compares the costs of training against the benefits gained from it to identify whether the investment in training paid off.

Your company is getting ready to roll out a new system for tracking time and attendance. The new system affects everyone in the company. You have worked six weeks developing an instructor-led training that everyone will attend. You have customized activities and delivery methods for each department including sales, marketing, manufacturing, accounting, and others. You have taken extra time and been attentive to the nuances in each department and all the individuals across the company. What important elements of design guide your effort? (Choose the best response.) a. Culture and modes of learning b. Bloom's taxonomy and cognitivism c. Pedagogy and motivation d. Business drivers and Maslow's hierarchy of needs

a. Culture and modes of learning Response A is correct because you need to account for organizational cultures which can also differ from department to department. You must also realize that studies show that learner preferences (modes of learning) fall into three categories: visual, auditory, and kinesthetic, referred to as the VAK model.

You work for a government agency that is slow in moving contracts out. It has gotten so bad that some of the best vendors will no longer submit proposals. You know that you need to establish an agency-wide acquisition strategy. You present your idea in a point paper to the senior civilian who agrees with you. He suggests that you begin to lay out a plan for how you would approach the project. What do you do next? (Choose the best response.) a. Define the goals and objectives and then recommend a project team and project manager. b. Plan the work and monitor the project schedule. c. Develop a project plan and assign resources to specific tasks. d. Create the evaluation plan because you need to plan with the end in mind.

a. Define the goals and objectives and then recommend a project team and project manager. Response A is correct. Once the idea is formulated, the next steps address the conception and selection activities.

Performance management is primarily concerned with which of the following processes? (Choose the best response.) a. Developing, motivating, deploying, and aligning people to increase business performance b. Continually monitoring employees and providing feedback to increase their performance c. Attracting and retaining the right talent to increase business performance d. Retaining the right people through pay grades and compensation systems to increase performance

a. Developing, motivating, deploying, and aligning people to increase business performance a. Response A is correct because performance management involves enabling employees to meet business goals by helping them to learn needed skills, motivating them appropriately, and measuring their achievement against desired outcomes and metrics.

The primary goal of KM is to______________. (Choose the option that completes the sentence accurately.) a. Effectively share knowledge throughout the organization b. Provide a forum for collaborating, innovating, and exchanging ideas c. Leverage technology to capture informal intellectual capital d. Capture both tacit and explicit organizational knowledge

a. Effectively share knowledge throughout the organization Response A is correct because even though all of these items may be viewed as aspects of KM, the specific and primary goal is to share knowledge effectively throughout the organization.

Which method provides the most compelling evidence for the effect of online learning but is sometimes infeasible in a business environment? (Choose the best response.) a. Employing a control group to isolate the effects of online learning b. Performing a trend line analysis focusing on the point at which the online learning was implemented c. Soliciting input on the extent to which online learning influenced a particular change d. Determining how many learners completed courses of study

a. Employing a control group to isolate the effects of online learning Response A is correct because control groups do offer the most objective evidence of effectiveness, but they also consume time and resources not often available in a business setting unless the training is part of a high-priority strategic initiative.

Interrelationships among key components of talent management ______________. (Choose the option that completes the sentence accurately.) a. Ensure that organizations have the right people with the right skills in the right place at the right time b. Guarantee organizations have competent talent c. Have little effect on ensuring employees have the right skills d. Require T&D professionals to continuously develop training programs

a. Ensure that organizations have the right people with the right skills in the right place at the right time. Response A is correct because having an integrated talent management initiative connects all the functions that maximize an organization's talent.

When you review a client's past job performance, which type of feedback should you provide first? (Choose the best response.) a. Evaluative b. Experiential c. Developmental d. Collaborative

a. Evaluative Response A is correct because evaluative feedback focuses on the past and is designed to grade the client's performance.

Which type of knowledge includes information that has been documented or can be shared with someone else? (Choose the best response.) a. Explicit b. Tacit c. Psychomotor d. Cognitive

a. Explicit Response A is correct because explicit knowledge refers to knowledge that has been documented in some form.

A T&D professional always receives high scores on his Level 1 evaluations. This trainer's U.S. company has recently acquired a smaller multinational company that has offices in Japan, Brazil, and New Zealand. Because the training department views this T&D professional as one of the best trainers in the company, they select him to deliver a large portion of the orientation training that is being offered to the new employees from the acquired company. The trainer has just completed his first two days of discussing corporate values, brand criticality, rightsizing departments, goal achievement, and leadership development opportunities. He is sure no one else in the department could have presented this wide variety of topics in two days. As the trainer examines his evaluations, however, he begins to doubt his ability. His scores are lower than usual and include comments such as, "pushy," "imposing," and "aggressive." What is most likely the cause of this trainer's poor evaluations? (Choose the best response.) a. He failed to consider differences in intercultural communication, nonverbal behavior, and concept of time. b. He tried to squeeze too many varied and high-level topics into a short amount of time. c. He failed to consider the emotional state of the acquired company's employees. d. He used contexting to the extreme.

a. He failed to consider differences in intercultural communication, nonverbal behavior, and concept of time. Response A is the most likely cause for the lower evaluation scores. The way that the participants viewed the event was probably culturally based. Their reactions could have been avoided. What appears to be efficient, concise, practical, and candid to a U.S. trainer may come across as abrasive, inconsiderate, and forceful to others. By failing to consider the values that might be different (ethnocentrism) from the cultures of those in the classroom, the trainer failed to understand how the learners might perceive the delivery.

A midsize company approaches you about a leadership development issue. There is concern that the hi-po talent pool is not large enough to support expected vacancies at the branch manager level. You conduct an exercise to identify exceptional performance in the branch manager role and determine potential barriers to conducting the role successfully. Which Performance Improvement Model are you using? (Choose the best response.) a. Holloway-Mankin's performance DNA model b. Mager and Pipe's human performance model c. Harless' front-end analysis model d. Rummler-Brache's nine performance variables model

a. Holloway-Mankin's performance DNA model Response A is the correct answer because the model seeks to identify the model of exceptional or key performance along with the barriers preventing its attainment.

Customer service representatives are not verifying all required information while on the phone with customers. During coaching sessions, they are able to list the items that need to be verified and successfully role-play the verification process. Which performance improvement solution should be used? (Choose the best response.) a. Incentives/consequences b. Job aids c. Refresher training d. Performance support system

a. Incentives/consequences Response A is correct because an incentives or consequence solution refers to financial and non-financial, tangible and intangible rewards, recognition, promotions and punishments—not only for oneself but also for others in the work environment.

You are a T&D professional who has been asked to be a part of a cross-functional team led by the HRD director. The team's goal is to develop a hiring strategy to broaden the diversity of the organization's leadership team. Based on your knowledge of approaches to diversity, which type of approach is being used in this scenario? (Choose the best response.) a. Inclusion b. Socialization c. Ethnicity d. Configuration

a. Inclusion Response A is correct because an inclusive culture develops more flexible and broader-thinking leaders who are better prepared for a global economy. T&D professionals may identify the need to facilitate inclusion of new cultural ideas or minority and gender groups during training analysis and planning processes for management development programs. During this process, the HRD function and top management may develop a strategy to interview and hire for differences to broaden diversity within the organization.

You have been asked to deliver a class on Interpersonal Communication for the people on the floor of your company's factory. The factory manager was unable—or unwilling—to give you additional information. You live in a small Midwestern town and know most of the people in your small company. You know that most of the factory employees have high school diplomas, are hard workers, and probably never liked school very much. Since this is a new requirement, you need to gather data. What data collection method will you select? (Choose the best response.) a. Interviews b. Assessment or tests c. Survey d. Focus group

a. Interviews Response A is correct. Even though interviews will be time-consuming, the company is small and it will be easy to get a representative sample. The topic, Interpersonal Communication, is very broad and interviews will help you narrow down the scope while at the same time provide rich detail about why the training is important and what specifically is needed to make the session a good investment for the company. It's a good place to start. Besides, the learners are probably not going to want to complete a survey and a test will not likely identify the data you need.

Which of the following best describes a forecasting model? (Choose the best response.) a. Isolates the effects of training when mathematical relationships between input and output variables are known b. Measures a program's economic contribution according to how effective the program was in identifying and modifying behaviors c. Proves that a solution paid for itself or generated more financial benefit than other costs d. Ensures that the data influenced by a solution was not influenced by other factors

a. Isolates the effects of training when mathematical relationships between input and output variables are known Response A is correct because a forecasting model predicts output based on no training, which is then compared with the actual output after the training.

Of the following, who developed a decision-making model for comparing potential suppliers by dividing criteria into musts and wants and assigning weight to those items? (Choose the best response.) a. Kepner and Tregoe b. Gardner c. Herrmann d. Knowles

a. Kepner and Tregoe Response A is correct because Charles H. Kepner and Benjamin B. Tregoe identified a practical, straightforward decision-making process that splits criteria into wants and musts and then weights those items.

Who is credited with the DECIDES model, a seven-step, decision-making process that provides a direct link between social learning theory, career development, and decision making? (Choose the best response.) a. Krumboltz b. Williamson c. Ginzberg d. Schein

a. Krumboltz Response A is correct because Krumboltz's model is known as the DECIDES model and is a rational decision-making process with seven steps: define the problem, establish an action plan, clarify values, identify alternatives, discover probable outcomes, eliminate alternatives systematically, and start action.

Which of the following systems manages learners, including who's taking what, completion ratios, course progress status, and scheduling? (Choose the best response.) a. LMS b. LCMS c. LSS d. Collaboration tools

a. LMS Response A is correct because a LMS provides access to learning resources and manages the administrative side of learning.

As your organization's director of training you must develop a learning information system to support the learning function. The system must support training delivered asynchronously to employees' work stations. The learning results and data must be readily available to the organization's human resources system. Which system would best satisfy these requirements? (Choose the best response.) a. Learning management system (LMS) b. Learning content management system (LCMS) c. Collaborative learning software d. Learning support system (LSS)

a. Learning management system (LMS) Response A is correct because a LMS is designed to manage multiple delivery venues, track results, and interface with HR and other systems.

Which of the following scenarios describes an individual using explicit knowledge? (Choose the best response.) a. Lisa uses a job aid that lists the steps to log on to the computer system. b. Lisa writes a white paper on how to facilitate a distance learning course. c. Lisa conducts a high-level needs analysis based on her prior experience on a similar project. d. Lisa writes an instructor guide using a template she developed on a previous project.

a. Lisa uses a job aid that lists the steps to log on to the computer system. Response A is correct because tacit knowledge is defined as knowledge that is rooted in personal experience and typically resides in one's head. Explicit knowledge is knowledge that is readily transferable to others and typically documented. In all the situations, except when Lisa used the job aid, she was drawing upon her tacit knowledge.

You have just been hired by a fast-growing community bank to be the director of a 20-staff training department. The CEO has called you into his office and proceeds to tell you that the last director was fired for lack of productivity. You have asked him what his goals for training are and he says, "That's what I hired you for," and dismisses you. What do you do when you return to your office? (Choose the best response.) a. Locate the former director's strategic plan and budget. b. Begin to write your letter of resignation; who wants to work for this jerk? c. Start interviewing all of your staff to determine what lead to the firing of the last director. d. Locate the SWOT analysis to determine what you can do to be more productive.

a. Locate the former director's strategic plan and budget. The best response is A. Both of these documents will give you the best clues about what was accomplished and how the budget was expended. You will want to find other documents as well, such as evaluations and ROI analysis, but starting with the strategic plan and budget will help you see the bigger picture of how well the department functioned.

As a training director for a Navy Command you are developing a job description for a program administrator. Which of the following tasks best represents a program administrator's role? (Choose the best response.) a. Managing program elements to support training delivery b. Identifying learning and performance needs c. Designing training d. Developing a strategy to meet learners' needs

a. Managing program elements to support training delivery Response A is correct because administrating the program involves ensuring that the logistics are in place to ensure that the program takes place. In other words, the program administrator secures equipment and resources; identifies and trains instructors; manages course registration, scheduling, and locations; and works with SMEs as needed.

Which of the following learning style inventories identifies adult preferences for conditions in a working and learning environment? (Choose the best response.) a. PEPS b. Canfield Learning Style Inventory c. Learning Styles Questionnaire d. VAK

a. PEPS Response A is correct because the Productivity Environmental Preference Survey, or PEPS, identifies adult preferences for conditions in a working and learning environment such as preferred physical environment, emotionality, sociological needs, and physical needs for learning.

A T&D professional is constructing a process map that will be used to communicate the project to management. A process map is most typically used to ______________. (Choose the option that completes the sentence accurately.) a. Pinpoint the problem areas and opportunities for improvement b. Plan, organize, and control the work involved with the project c. Demonstrate the proposed systematic approach in nonvisual terms d. Change the flow of activities or decisions associated with generating a specific business output

a. Pinpoint the problem areas and opportunities for improvement Response A is correct because a process map presents a clear and logical visual representation of all of the tasks and steps involved in carrying out a particular process, which allows the T&D professional to identify potential bottlenecks or problems and prevent them from interrupting the process.

You are a coach to a young executive. You meet to begin working and after an hour of discussion, the conversation becomes awkward and silent. You end the meeting and schedule several other meetings by phone, but the conversations become shorter and less planned. You have tried various techniques, but it is apparent to you that the client is disconnected and bored. What best describes what has likely happened, and what should you do? (Choose the best response.) a. Poor rapport exists between the client and the coach; the coach should end the relationship. b. Lack of compassion is being exhibited between the two parties; the coach should end the relationship. c. The use of the coach has been fulfilled; the coach should move on to another client. d. The age of the coach has become a barrier for the client; the coach should ask pointed and candid questions.

a. Poor rapport exists between the client and the coach; the coach should end the relationship. Response A is correct because the example shows that the coach and client have not been able to build a relationship. Furthermore, neither of the parties has done anything to damage the relationship, for example, by abusing a confidence or failing to act on assignments; therefore, you may assume that that poor chemistry or lack of rapport is preventing the two to connect.

Which of the following is the process for drawing the sample of people for a study from the population? (Choose the best response.) a. Random selection b. Random sampling c. Random assignment d. Stratified random sampling

a. Random selection Response A is correct because random selection is the process of drawing people randomly from a population to participate in the study.

You are a T&D professional designing new ways to open several of the health and wellness courses you facilitate. You have decided to open a CPR certification class with a true story of an employee who became ill at work and was kept alive by a co-worker administering CPR until paramedics arrived. Which adult learning principle have you selected? (Choose the best response.) a. Readiness b. Respect c. Autonomy d. Actions

a. Readiness Response A is correct because readiness to learn is one of the key principles of Malcolm Knowles's andragogy theory of adult learning. Adults participate in learning programs to achieve a particular goal and are most ready to learn when they can immediately relate and apply the new knowledge or skill to real-life situations.

Some people believe that diversity training, while increasing race awareness, ______________. (Choose the option that completes the sentence accurately.) a. Reinforces differences between individuals rather than concentrating on commonalities b. Causes an increase in diversity problems c. Reinforces stereotypes d. Should not be a part of formal organizational training

a. Reinforces differences between individuals rather than concentrating on commonalities Response A is correct because there are two schools of thought concerning diversity training. One belief is that increasing race awareness will increase appreciation for diversity and inclusion. The other school of thought is that race awareness reinforces differences between races and decreases support for diversity.

Which of the following analyses can help T&D professionals scan the environment and analyze current and future trends and forces? (Choose the best response.) a. SWOT b. Gantt c. Performance d. Force field analysis

a. SWOT Response A is correct because a T&D professional can use an environmental scan and a SWOT (strengths, weaknesses, opportunities, and threats) analysis to take an inventory of external factors and trends and to gain insight into corporate plans.

Which of the following has the most impact on the extent to which a research study's results can be generalized? (Choose the best response.) a. Sampling b. Instrumentation c. Dissemination method d. Target population size

a. Sampling Response A is correct because sampling is used to gather a cross-section of the population with all portions of the population represented. The researcher can generalize the results based on a representative sample.

Which of the following involves ensuring that all of the project work—and only the approved project work—is completed? (Choose the best response.) a. Scope b. Time c. Resource use d. Quality

a. Scope Response A is correct because the project scope encompasses the work that was approved while defining the goals and objectives of the project. Controlling the project scope so that additional work that wasn't part of the approved plan doesn't creep in—also known as scope creep—is an important part of the project manager's role.

The International Coach Federation (ICF) ethics and conduct guidelines prohibit______________. (Choose the option that completes the sentence accurately.) a. Sharing a client's responses with other coaches b. Making statements about credentials and expertise c. Terminating the coaching relationship d. Disclosing third-party payments

a. Sharing a client's responses with other coaches a. Response A is correct because maintaining a client's confidentiality is part of the code of conduct and ethical guidelines outlined by the ICF.

A T&D professional conducts a study that yields a correlation of 0.48 between whether individuals take a specific leadership course and whether they are subsequently promoted during the following calendar year. Based on this correlation, what can the practitioner conclude? (Choose the best response.) a. Taking the course and promotion are strongly related. b. People who take the course are less likely to be promoted. c. Taking the course directly affects the individual's likelihood of being promoted. d. No conclusions can be made because only dichotomous variables were used.

a. Taking the course and promotion are strongly related. Response A is correct because a correlation of 0.48 indicates a strong positive relationship between two variables. This relationship indicates that as the training variable increases, so does the promotion variable.

A trainer is working with a team of specialists who require a collaborative, information-sharing environment to help them stay up-to-date on the latest technology advancements. Based on this information, what can be said about this group and KM? (Choose the best response.) a. The collaborative requirements align with the goals of KM. b. The highly technical nature of this group does not fit the goals of KM. c. The group cannot get up-to-date on the technologies quickly enough using KM. d. The goals of KM are limited to the value the Internet can provide.

a. The collaborative requirements align with the goals of KM. Response A is correct because collaboration is one of the key elements of KM. In the example, the trainer and the group are focusing on a collaborative, information-sharing environment where they can learn from one another and share ideas about latest technology advancements.

A T&D professional is working with her organization to institute a diversity program. Which is the most likely reason why this type of program is being implemented? (Choose the best response.) a. The company has recently grown to include international operations. b. The company is growing its product line to include more features. c. The company is being sold to a competitor in a different industry. d. The company's largest competitor is not offering training in this area.

a. The company has recently grown to include international operations. Response A is correct because more businesses are operating globally today. This requires skills in crosscultural communication and necessitates valuing different cultural models. T&D professionals may need to facilitate inclusion of new cultural ideas or minority and gender groups during training analysis and planning processes for employee development programs. To help facilitate inclusion of employees while minimizing differences, many organizations celebrate differences to help build awareness of different cultures and groups.

Which of the following best describes how measurement is used to improve best practices? (Choose the best response.) a. The goal of best practices is continuous improvement, and, without measurement, there's no benchmark to know whether processes and metrics are improving. b. The goal of best practices is to boost employee morale. Level 1 evaluation helps determine employee reaction and change in attitude. c. The goal of best practices is to facilitate cultural change. Through analysis and measurement, organizations can plan for and measure the effect of change on employees and the organization. d. The goal of best practices is to identify and close performance gaps. Without measurement, the nature of the gap is unknown, and the appropriate intervention cannot be selected.

a. The goal of best practices is continuous improvement, and, without measurement, there's no benchmark to know whether processes and metrics are improving. Response A is correct because best practices are techniques that are believed to constitute a paradigm of excellence in a particular field. Therefore, the goal of using them is to identify what a best practice looks like and to have a benchmark against which to measure progress in making improvements.

Which of the following best describes a firm fixed-price contract? (Choose the best response.) a. The product or service can be clearly defined (for example, a presentation, video, or generic program). b. Analysis and development are involved, and a negotiated percentage of the overall cost is identified as profit. Government procurement offices often use this procedure. c. When time is critical, the resource gets a bonus if the contract is completed ahead of schedule. The reverse is also possible, in which the contract imposes a penalty for missed deadlines. d. A certain percentage of the fixed fee is added based on employees' successful performance on the job. This works only when desired performance can be described and measured specifically.

a. The product or service can be clearly defined (for example, a presentation, video, or generic program). Response A is correct because a firm fixed-price contract is used when a product or service has a fixed cost and a clear definition; this is much like purchasing a software program directly off a store shelf.

A workforce plan identifies______________. (Choose the option that completes the sentence accurately.) a. The skill and knowledge gaps and skill and knowledge required to meet future needs b. The organization's goals and objectives c. The future roles and responsibilities of a job d. The best candidates with potential to move into a new job

a. The skill and knowledge gaps and skill and knowledge required to meet future needs Response A is correct because workforce planning identifies skill and knowledge gaps and the skill and knowledge required to meet future workforce needs. In general, a workforce plan provides managers with a framework for making staffing decisions based on an organization's mission, strategic plan, budget resources, and desired competencies.

Part I: You have been asked by the Contracts Department to help them identify why their Performance Achievement Measures (PAM) is so high and to provide training to help reduce it. The goal is to complete a contract upon receiving an approved proposal within 60 days. The department's PAM scores have been inching upward for the past nine months and the director is concerned. Employees have put stop gap measures in place, but nothing seems to halt the upward climb which currently stands at an average of 87 days. You tell the Contracts Department that ______________. (Select the best approach statement.) a. They have been implementing solutions, but actually need to step back to collect data that will help to identify the causes and specifically the root cause of the delayed actions. b. They have probably figured out that the root cause lies within the solutions they have tried and just need to segment them. c. They need to brainstorm a list of additional stop gap measures because these are not working. d. They will probably need to adjust their PAM expectations because the world is getting more complex.

a. They have been implementing solutions, but actually need to step back to collect data that will help to identify the causes and specifically the root cause of the delayed actions. Response A is the best approach because the department needs to identify the root cause for the best improvement investment. In this process the department will examine why each causal factor exists leading to the real reason for the increased PAM.

As a T&D director new to your job at the headquarters of a big-box store chain, you are surprised to receive a registered letter from an employment attorney in Atlanta. The attorney represents an employee who claims that she was discriminated against when a man was selected for a training program instead of her. This program is required before an employee can be moved to section supervisor. What is the appropriate next step? (Choose the best response.) a. This is a serious accusation and the next step is to contact the company's legal department. b. Ignore the letter since the company has been using this process for over a decade without a problem; if you address it you are admitting guilt. c. Contact the employee and explain that the burden of proof lies with the employee. d. Contact the employee and explain that no discrimination occurred because no testing occurred.

a. This is a serious accusation and the next step is to contact the company's legal department. Response B is correct. The employer bears the burden of proof to demonstrate that any given requirement for employment is related to job performance. In the context of human resource development, a decision to select someone for a training program is a test. For example, an interview to determine eligibility for a training opportunity is just as much a test under the law as the requirement to pass a pencil-and-paper assessment for verbal fluency for entry into an organization-sponsored program.

Which of the following best describes the purpose of manager and leader development? (Choose the best response.) a. To affect organizational goals and objectives b. To provide guidance and coaching to employees c. To create individual development plans for workforce planning d. To direct the work of individuals in a department

a. To affect organizational goals and objectives Response A is correct because with changes in the roles of managers and leaders comes a need to develop programs that ensure they have the skills required to have a positive effect on the goals and objectives of the organization. A strategic management and leadership development process enables companies to go the distance and increase their competitive knowledge.

A T&D professional has just constructed a 452-task project plan complete with dates and phases. Why has she chosen to incorporate phases into her project plan? (Choose the best response.) a. To focus energy on current work and have the ability to look ahead b. All projects have phases that need to be followed. c. To demonstrate that everything is linear in the process d. To keep people from jumping ahead of the plan

a. To focus energy on current work and have the ability to look ahead Response A is correct because using phases enables a project manager to divide project work into manageable chunks. Each phase has one or more deliverables that must be completed to end one phase and move to the next. Then, the project manager can focus on current work and anticipate upcoming work, without becoming overwhelmed by the overall scope of the project.

Which of the following analysis methods takes into account variables such as the standard deviation of job performance and the true difference in job performance between average trained and average untrained employees? (Choose the best response.) a. Utility analysis b. BCR c. BE analysis d. ROI

a. Utility analysis Response A is correct because utility analysis measures a program's contribution according to how effective the program was in identifying and modifying behavior and, therefore, the future service contribution of employees.

Beginning with a ______________ ensures KM alignment to the organization's goals. (Choose the option that completes the sentence accurately.) a. Vision and mission b. SWOT analysis c. Concept discussion with key stakeholders d. Strategy for implementation

a. Vision and mission Response A is correct because beginning with a vision and mission for the KM system will assure it supports organizational goals.

Which project management tool is used in planning and integrating the project and represents a graphical hierarchy of the project, deliverables, tasks, and subtasks? (Choose the best response.) a. WBS (work breakdown structure) b. Gantt chart c. PERT chart d. Milestone chart

a. WBS (work breakdown structure) Response A is correct because the WBS is the primary tool to begin planning and documenting project deliverables. Project managers use it to identify tasks, subtasks, and units of work to be performed and create a hierarchy of those elements

A trainer observes a learner consistently struggling to follow verbal directions for an activity. According to NLP and the VAK model, which of the following strategies should the trainer use to help the learner start and complete the activity? (Choose the best response.) a. Write the directions on a flipchart. b. Speak louder and enunciate more clearly. c. Use more exaggerated body language. d. Create activities in which learners repeat the information or steps.

a. Write the directions on a flipchart. Response A is correct because reading directions on a flipchart appeals to visually-oriented learners more than getting verbal directions. The VAK model suggests presenting information in different ways to enable learners to intake the information in ways they prefer.

A T&D professional has decided to design an asynchronous online learning program to provide ongoing performance support to the field sales staff. Is the selection of asynchronous online learning appropriate and why? (Choose the best response.) a. Yes, because this training approach will allow learners to access the training as needed. b. Yes, because this training approach addresses learning in a group context. c. No, because of the long lead time needed to develop this type of training. d. No, because salespeople require a more personal training approach.

a. Yes, because this training approach will allow learners to access the training as needed. Response A is correct because with asynchronous learning, the trainer and the learner do not have to be online at the same time.

You have completed the needs analysis and identified the sponsor's business needs, the desired performance, the tasks learners must master, who the learners are, and the constraints on the project. Your next task is to formally state the objectives for the training. By establishing these objectives, both you and your sponsor can reach a common agreement about the purpose of the program. You've never written a learning objective before. This is your first try: "Given a written guide, the Critical Thinking class participant should be able to demonstrate the 5-Step Critical Thinking Process." How well did you do? (Choose the best response.) a. You are missing the degree. b. You have written a complete objective. c. You are missing the behavior. d. You are missing the condition.

a. You are missing the degree. Response A is correct. A number of different formats for writing objectives exist. The most recognized format uses four building blocks. A for audience, B for behavior, C for conditions, D for degree. In this case the objective is missing the degree, or what it takes to meet the objective, e.g., 100 percent, four out of five times, or another measure of success.

Which of the following is NOT an example of risk analysis and contingency planning? (Choose the best response.) a. A training session is scheduled to take place in Buffalo, New York, in January, and all sales representatives must travel to this location. Instead, the training session location is moved to Florida. b. A group of line workers discusses the new labor relations contract and the effect of the contract on overtime pay. c. A group of line workers discusses inferior materials and the current scrap and rework levels. The organization decides to begin using another supplier for the raw materials. d. A group of line workers discusses inferior materials and the effect on the manufacturing process. The department institutes a new checklist and tests to ensure that raw materials meet the minimum manufacturing standards before being put into production.

b. A group of line workers discusses the new labor relations contract and the effect of the contract on overtime pay. Response B is correct because discussing a new labor relations contract and its effect on overtime pay is not a way to identify potential barriers to a project and plan a way to avoid or get around the barrier.

You serve as an internal coach in your Talent and Organizational Management Department. You have more requests to coach than you have hours in the day. You have several requests for a coach on your desk today. As you review them, in which situation do you believe coaching will be most effective? (Choose the best response.) a. A senior manager requires advice and motivation to pursue career development in order to achieve a promotion. b. A junior manager demonstrates potential but requires continuous long-term development to achieve organizational goals and objectives. c. An employee requires help to evaluate her behaviors in the workplace. d. A new employee with a solid academic background requires functional training to perform his job.

b. A junior manager demonstrates potential but requires continuous long-term development to achieve organizational goals and objectives. Response B is correct. While all of these situations could benefit from a coaching relationship, it is important to consider the amount of time required as well as the client's potential and need to achieve developmental goals. Coaching is a long-term development solution that results in transformational change.

Which of the following best defines strategic planning? (Choose the best response.) a. A process of surveying employees for the purpose of developing reward and recognition systems b. A process of systematically organizing the future c. A process of facilitating group brainstorming and gathering knowledge management data d. A process of identifying performance gaps and selecting appropriate learning solutions

b. A process of systematically organizing the future Response B is correct because strategic planning should be used as a tool to enable managers to accomplish more of the things critical to the training function and the HRD process. For that reason, strategic planning should not be a one-time effort, but ongoing. Finally, strategic planning should help integrate the HRD program into the organization, to include developing workforce and succession planning processes, which allow for systematically organizing the future of the organization.

You were hired three months ago as the Talent Development Manager in a small family-owned paint business. The owners brought you in to help them determine how to keep their best talent in their business since they are often hired away by large chains. The Talent Development Manager position is new to the organization since they provide little development to their employees. When you were hired you asked for 90 days to review the company practices and get your bearings. You are preparing for your meeting with the owners and are confident that you have some ideas for the business. Your report will include which of the following ideas? (Choose the best response.) a. Systems review of all job descriptions and a compensation study because the big chains are able to match employees with the best jobs and pay more b. A survey that measures employee satisfaction of employee development, career growth opportunities, level of stimulating work, clarity of how they contribute to the business success, and pride in their work and the company c. A succession plan that identifies and analyzes critical roles as well as potential attrition from the critical roles and establishes which jobs employees will move into next d. A performance review that establishes accountability and provides feedback and coaching

b. A survey that measures employee satisfaction of employee development, career growth opportunities, level of stimulating work, clarity of how they contribute to the business success, and pride in their work and the company Response B is correct. While the other three items may contribute to the situation, you must first find out the root cause for people leaving and why they are not engaged enough to stay. All of these items are drivers that increase employees' engagement and desire to remain on the job.

You are developing a course to teach learners how to use a new human resource system. The current system has been in place for 10 years and all the staff have been in their roles for more than 10 years. Which of the following is NOT a challenge to developing effective training? (Choose the best response.) a. Adult learners bring previous knowledge and experience. b. Adult learners are objective-oriented. c. Adult learners are pressed for time. d. Adult learners have different motivational levels.

b. Adult learners are objective-oriented. Response B is correct because, according to Malcolm Knowles, adults primarily participate in learning programs to achieve particular personal or professional goals or objectives. In this scenario, goals or objectives will not be challenges to developing effective training.

Which of the following activities is most important to being a successful training manager? (Choose the best response.) a. Developing training programs b. Aligning people with departmental and business goals c. Double-checking to ensure everything is prepared for a training class d. Acting as the lead instructor for all mission-critical training programs

b. Aligning people with departmental and business goals a. Response B is correct because the role of the training manager is to enable the department to provide training that supports and furthers the organization's business goals. To do this, the training manager needs to ensure that his or her people work toward the goals of the department and of the business.

An organization's dynamic capabilities include things such as ______________. (Choose the option that completes the sentence accurately.) a. Number of computers b. An organization's ability to efficiently distribute and apply organizational learning c. Availability of tablets d. An organization's mobile devices

b. An organization's ability to efficiently distribute and apply organizational learning Response B is the correct response because dynamic capabilities concern the organization's technological capabilities versus hard technology capabilities, such as number of computers, mobile devices, and availability of tablets.

A T&D professional is beginning a new major project. What should be the first step in this or any other major project? (Choose the best response.) a. Prepare a risk analysis b. Analyze and define the business processes c. Create a project plan for the new project d. Determine plans to overcome any identified project obstacles

b. Analyze and define the business processes Response B is correct because business process analysis is a prerequisite for any new project to analyze and define how people, materials, methods, machines, and the environment combine to add value to a product or service and communicate relevant information to employees. Everything that gets done is part of the process—how the work gets done, as well as roles, responsibilities, resources, and systems.

Competencies focus on the skills, behaviors, and ______________of those employees who are performing jobs at a high level of proficiency. (Choose the option that completes the sentence accurately.) a. Talents b. Attitudes c. Abilities d. Requirements

b. Attitudes Response B is correct because, unlike job descriptions which outline the requirements of the work, competencies speak to the skills, behaviors, and attitudes employees need to be successful.

During part of a training session, participants must read a scenario and follow written instructions before completing various related exercises. Two of the participants seem to understand the lecture portion but struggle during the exercises. Based on the intake styles, what is their learning preference? (Choose the best response.) a. Visual b. Auditory c. Kinesthetic d. Assimilation

b. Auditory Response B is correct because if a participant performs better with spoken content and has difficulty with written directions or reading, the participant may have an auditory learning preference, according to the visual, auditory, kinesthetic (VAK) model.

You are excited. You are a new training manager and your director has just agreed to have you attend a Kouzes and Posner training program. What do you expect to learn? (Choose the best response.) a. Planning, organizing, coordinating, and directing b. Challenging the process, inspiring a shared vision, enabling others to act, and modeling behavior c. Interpersonal skills, communication skills, employee development skills, and project leadership d. Self-awareness, resiliency, working with others, and directing your team.

b. Challenging the process, inspiring a shared vision, enabling others to act, and modeling behavior Response B is correct because these are four of the key leadership skiills identified by Kouzes and Posner .

A T&D professional is looking for a technology-based solution where employees with common areas of expertise and interests can join an Internet group of professionals that will allow them to post questions, increase their knowledge, create new insights, enhance their performance in a particular area of expertise, and serve as informal knowledge sources. Which of the following is the most appropriate technology to meet this need? (Choose the best response.) a. Blogs b. CoPs c. Podcasts d. Electronic bulletin boards

b. CoPs Response B is correct because communities of practice often serve as organizing structures and platforms for workplace-based learning. CoPs are trusting groups of professionals united by a common concern or purpose, dedicated to supporting each other in increasing knowledge, creating new insights, and enhancing performance in a particular domain. Much more than chat rooms or discussion threads, CoPs are fully integrated into actual work.

You are in T&D and have been asked by the HR department to be a member of the team to design several new jobs. One of the goals of the design team is to develop jobs that employees will find interesting and motivating. Altering which of the following job factors is LEAST likely to affect employee motivation? (Choose the best response.) a. Skill variety b. Compensation c. Task identity d. Autonomy

b. Compensation a. Response B is correct because compensation is not related to job design.

Which of the content management process phases helps provide disaster recovery capabilities? (Choose the best response.) a. Content creation b. Content management c. Publishing d. Presentation

b. Content management Response B is correct because content management enables version control, which allows only one version of a document to be updated at a time and provides legal accountability, backup, and disaster recovery capabilities.

Knowledge repositories house declarative, procedural, causal, and ______________ knowledge. (Choose the option that completes the sentence accurately.) a. Concept b. Contextual c. Empirical d. Logical

b. Contextual Response B is correct because contextual knowledge is one of the four types of knowledge captured in a knowledge repository.

As a T&D professional, you are advising an employee about which courses would be most helpful with her career advancement. The employee is asking for "proof" and you have decided to use an analysis method to support your recommendations. What will you use as the best talent management analytics method? (Choose the best response.) a. Regression analysis b. Correlation analysis c. Multiple regression analysis d. Significance testing

b. Correlation analysis Response B is correct because through the use of talent management analytics a correlation between courses taken and career advancement can be linked and provide the "proof" the employee is requesting.

Which of the following types of contracts require analysis and development and also has a negotiated percentage of the overall cost identified as profit? (Choose the option that completes the sentence accurately.) a. Firm fixed price b. Cost plus fixed price c. Cost plus incentive fee d. Performance based

b. Cost plus fixed price Response B is correct because a cost plus fixed price contract is often used by government procurement offices. With this type of contract, the supplier needs to do some analysis and development, but the total percentage of the supplier's profit is determined by the contract.

As a T&D professional, you are preparing the instructional objectives, the evaluation plan, and sequence of content for a new training program. Which step of the ADDIE model are you completing? (Choose the best response.) a. Analysis b. Design c. Development d. Implementation

b. Design Response B is correct because preparing objectives, an evaluation plan, and content sequencing take place in the design step of the ADDIE model.

Your organization needs to develop a training program to support a new product launch and sales force training. Which of the following is the best benefit of developing materials and training programs in-house? (Choose the best response.) a. The end product may have a lower cost because in-house expertise is used. b. Designers and developers have firsthand knowledge of the company, culture, mission, and goals. c. Development time is shorter. d. All resources are available immediately.

b. Designers and developers have firsthand knowledge of the company, culture, mission, and goals. Response B is correct because in-house designers and developers understand the culture of the organization, which enables them to create learning that fits the culture and which appeals to the organization's learners.

In which phase of creating a strategic plan should a T&D professional conduct a SWOT analysis? (Choose the best response.) a. Formulation b. Development c. Implementation d. Evaluation

b. Development a. Response B is correct because the first task in the development phase is to gather data, and this is done through a SWOT analysis, which gathers information about the department's strengths, weaknesses, opportunities, and threats. This information forms the basis upon which to develop the plan.

Which type of feedback focuses on the future and is designed to help the client raise performance or prepare for the next level of effort? (Choose the best response.) a. Evaluative b. Developmental c. Formative d. Summative

b. Developmental Response B is correct because the purpose of developmental feedback is to think forward and determine how the client can rise to new challenges.

Which of the following uses a four-dimensional model in an assessment, inventory, and survey format to indicate several characteristics, including dominance and optimism? (Choose the best response.) a. Myers-Briggs Type Indicator b. DiSC Personality Profile c. Career profiles d. Leadership assessments

b. DiSC Personality Profile Response B is correct because it uses a four-dimensional model in an assessment, inventory, and survey format. The results indicate dominance (direct and decisive), influence (optimistic and outgoing), supportiveness (sympathetic and cooperative), and conscientiousness (concerned and correct).

A training department is trying to determine whether there is a difference in learner performance between classroom and online learning participants. Which of the following should the department use to quantify the difference between these two groups? (Choose the best response.) a. Confidence interval b. Effect size c. Standard deviation d. Variance

b. Effect size Response B is correct because effect size is a way to quantify the difference between two groups; effect size uses standard deviation to contextualize the difference between the two groups.

You are a manager who needs to provide a rationale to senior leadership to invest in EPSS as a job aid. Considering the following scenarios, which one is the best reason for using an EPSS? (Choose the best response.) a. Access to computers is limited. b. Employees require just-in-time performance assistance. c. Information and processes are changing constantly. d. The tasks are highly technical and fairly complicated.

b. Employees require just-in-time performance assistance. a. Response B is correct because for employees who need just-in-time performance assistance, EPSS provides on-demand information, guidance, examples, and step-by-step dialog boxes without the need for training or coaching.

Performance management is an important talent management function that involves all of the following EXCEPT______________. (Choose the option that completes the sentence accurately.) a. Clarifying responsibilities b. Establishing sales goals for the organization c. Developing action plans d. Taking corrective action

b. Establishing sales goals for the organization Response B is correct because performance management does not include establishing an organization's goals; that is the responsibility of senior leaders. Performance management focuses on goal-setting at the individual level. It involves establishing accountability for individuals meeting goals, standards, and expectations.

A T&D professional is writing a section of an evaluation report that outlines the components of the evaluation process and identifies the tools used. What section of the report is the T&D professional working on? (Choose the best response.) a. Background information b. Evaluation methodology c. Data collection and analysis d. Evaluation results

b. Evaluation methodology Response B is correct because the evaluation methodology component of an evaluation report describes the evaluation process, including the tools used, as well as the purpose of the evaluation and a rationale for the evaluation design.

A T&D professional has just completed a one-day classroom session for the company's U.S. marketing department and receives very high evaluation scores. The marketing director requests that the PowerPoint slides and the handouts from this training session be put on the company intranet for the marketing department in Europe so that they too can have the same exciting and enlightening experience. As the training department director, you _______________. (Choose the option that completes the sentence accurately.) a. Assign the task to the T&D professional who completed the training because he will know the content best b. Explain to the marketing director that design and delivery of online learning is different, so you will need time to revise it to be as successful as the experience the U.S. marketing department just had c. Ask the graphics department to redesign the certificate for successful completion of the course to ensure it is something the online learners will value d. Help the marketing director establish firm deadlines and milestones to ensure progress of course completion for the European marketing department

b. Explain to the marketing director that design and delivery of online learning is different, so you will need time to revise it to be as successful as the experience the U.S. marketing department just had. Response B is correct because the course has little chance of success if the T&D professional does not make changes to the design and consider online delivery requirements. In fact, it may be a detriment to the training department's reputation for results-oriented delivery. There is little chance that the role plays, small group activities, and visuals used in the classroom transfer to the online course. The training director and staff need to determine how much time and what changes need to occur to ensure the success of creating an online course.

The coach may choose to end a coaching relationship if the coach______________. (Choose the option that completes the sentence accurately.) a. Believes the client's behavior will change b. Feels the client has moved beyond the need for more coaching c. Feels compelled to end the association d. Is the only coach available but has limited time

b. Feels the client has moved beyond the need for more coaching a. Response B is correct because a coach recognizes when a client no longer needs coaching.

A T&D professional is looking for the best way to organize information that contains inputs, processes, and outputs. Which synthesis model best supports this strategy? (Choose the best response.) a. Three-axis matrix b. Flowchart c. Events network d. Graphic model

b. Flowchart Response B is correct because flowcharts contain input-process-output items, decision points, direction of flow, documentation or preparation steps, and confluence and divergence. None of the other synthesis models include this type of information.

A manager has asked you to conduct a time management training session to correct a current situation with missed deadlines. As the training manager you decide that rather than design and develop a time management course, you will ask your staff to investigate the problem by collecting data from a number of key staff members who can provide information about this perceived need. You want to collect information in a short time and allow for sharing of ideas. Which method of data collection should you suggest that your staff implement? (Choose the best response.) a. Interview b. Focus group c. Observation d. Individual informal discussion

b. Focus group Response B is correct because the focus group is the only option that meets the need for a short timeframe and allows for sharing of ideas in a group setting.

You are an external consultant who has been called in to a new company to clean up a mess left by a previous consultant. You learn that the company asked the previous consultant to deliver training to the field staff who were having problems implementing the contracting module for the new ERP system. You learn that the previous consultant simply took the same content from headquarters and delivered to the field. You believe that the processes between headquarters must be different. The Department Head with whom you are speaking is becoming irritated with you because you cannot provide a definitive answer about what you will do. Finally you share a plan and suggest that you will need to: (Choose the best response.) a. Visit the employees in the field and conduct interviews with them to determine what they think went wrong. b. Focus on what happens on the job and use the job analysis to establish the sequence for the training. Then you will use an advisory group to validate the analysis and design before you proceed. c. Rewrite the learning objectives first to ensure a solid foundation. d. Review the lesson plans and the evaluation data.

b. Focus on what happens on the job and use the job analysis to establish the sequence for the training. Then you will use an advisory group to validate the analysis and design before you proceed. Response B is correct. Instructional designers need to consider the big picture when they develop a course. Once they have identified the reason for the course, the next step is to develop a course program or program sequence.

A T&D professional is in the process of designing a training program. Her supervisor asks what she is doing to ensure her program is on track with stakeholder needs. Which is a method to ensure she is on track? (Choose the best response.) a. Summative evaluations b. Formative evaluations c. Pre-training surveys d. Business impact form

b. Formative evaluations Response B is correct because the sole purpose of formative evaluative is to improve the draft training program and increase the likelihood that it will achieve its objectives when it's made generally available.

You have been asked to help HRD unravel an employee problem in the Contracts Administration Department. It seems that some contract specialists spend time on Facebook and LinkedIn throughout the workday and other employees believe that, even though there is no corporate policy, everyone is not contributing equitably to complete the workload. This isn't the first time there was an issue in Contracts. Six months ago several of the employees felt they were carrying more of the responsibility to serve as liaisons with other departments. It seems that the other department employees prefer face-to-face communication while a few of the contract specialist prefer email. None of this surprises you. Based on your knowledge of maximizing workforce diversity, what do you think may be the root cause of the misunderstandings? (Choose the best response.) a. Cultural awareness b. Generational differences c. Gender differences d. Personal space preferences

b. Generational differences Response B is correct because a lack of understanding of how different generations perceive and approach things can often lead to conflict. In this case, Gen Y employees have a need to be connected through social media, and if there is no policy, they feel it is okay to do so. Other generations, such as the Baby Boomers, may view it as wasting time. Baby Boomers also see the value in face-to-face communication while the Gen Y find email more efficient and a better way to monitor and track expectations and interactions. They may believe going to visit other departments wastes time.

A training department in a manufacturing company is seeking to improve its training feedback process. The instructor distributes a 10-question feedback survey to all participants at the end of the class and asks them to include their contact information on the form. She collects the feedback sheets as the participants leave the training room. Which of the following changes is most likely to help improve the quality of the feedback information? (Choose the best response.) a. Increase the number of feedback questions b. Have a neutral third party administer the survey c. Include short answer question types d. Survey only a sample of the participants

b. Have a neutral third party administer the survey Response B is correct because having a neutral third party administer the survey increases the objectivity of the input and decreases the likelihood of the instructor or facilitator reacting unfavorably to criticism in the feedback

You have been asked to facilitate a new task force formed to conduct an external market analysis for the company. The group is comprised of employees from all levels of the company, from every department, and from several countries including the United States, Brazil and India. As the facilitator you ask the task force to begin by establishing agreement on the goals and objectives of the group, and implement a code of conduct. You have invited an expert to help educate the team on the cultural dynamics that require consideration. What consideration of group dynamics are you implementing? (Choose the best response.) a. Groupthink b. Inclusion practices c. Social psychology d. Experiential learning

b. Inclusion practices Response B is correct because these actions help each individual bring their full value to the team including unique perspectives and skills.

During a root cause analysis you assembled a team of employees, managers, and executives to discuss the organization's recent dip in margins on a specific product line. Corporate managers immediately began blaming a lack of industry knowledge by sales staff. You redirected the conversation to discuss all possible causes of the issue, including processes, resources, information, knowledge and skills, and motivation. You turned to a flipchart and drew each topic as what kind of diagram? (Choose the best response.) a. Pareto analysis b. Ishikawa diagram c. The five whys technique d. Appreciative inquiry

b. Ishikawa diagram Response B is the correct answer because the Ishikawa, or fishbone, diagram is used to trace the cause of a performance gap using a visual map resembling a fishbone. The process is done collaboratively with stakeholders.

A knowledge map, as a communication tool, displays important and actionable information within an organization. Which of the following statements does NOT accurately reflect a characteristic of a knowledge map? (Choose the best response.) a. It points to knowledge but it does not contain the knowledge. b. It is a repository of information for the organization. c. It identifies constraints to the information flow. d. It helps identify intellectual capital and enhance organizational learning.

b. It is a repository of information for the organization. According to Davenport and Prusak (1998), "a knowledge map―whether it is an actual map, a knowledge "Yellow Pages," or a cleverly constructed database―points to knowledge but does not contain it. It is a guide, not a repository."

While social media is broadly accepted as providing quick and easy links to information, many organizations struggle to find the right balance between work and ______________. (Choose the option that completes the sentence accurately.) a. Posting knowledge b. Knowledge exploration c. A need for sharing knowledge quickly d. A learning strategy that promotes on-the-job development

b. Knowledge exploration Response B is correct because the time employees spend searching for knowledge is often misinterpreted as a lack of productivity.

Which of the following systems manages content, such as components that make up a course? (Choose the best response.) a. LMS b. LCMS c. LSS d. Collaboration tools

b. LCMS Response B is correct because a LCMS is a system that stores, assembles, and delivers learning content in the form of learning objects, which are self-contained chunks of self-instructional material.

Which of the following systems manages components that make up a course? (Choose the best response.) a. CMS b. LCMS c. LSS d. Collaboration tools

b. LCMS Response B is correct because in an LCMS content is chunked (typically into learning objects, which are small, reusable pieces of content) and then managed, published, and delivered on demand.

A training manager is attempting to provide a tool that will allow employees to readily access small chunks of learning quickly and frequently to develop new curriculum. Which management system will best meet the training manager's needs? (Choose the best response.) a. RDBMS b. LCMS c. CMS d. PDF

b. LCMS a. Response B is correct because in an LCMS, content is chunked (typically into learning objects, which are small, reusable pieces of content) and then managed, published, and delivered on demand. In this example, the training manager is using the LCMS as a centralized hub so that employees can plug information from the LCMS into their curriculum quickly and efficiently.

Your organization recently went through a restructuring and several rounds of downsizing employees. Despite budget cuts, in your role as the training manager, you are still expected to deliver training to meet the needs of the current client base. Which of the following activities should take top priority in this situation? (Choose the best response.) a. Providing vision, direction, values, and purpose to employees b. Motivating, inspiring, and aligning people with departmental and business goals c. Supervising the operations and staffing of the training department d. Controlling issues and solving problems

b. Motivating, inspiring, and aligning people with departmental and business goals Response B is correct because ensuring that the training department's activities support the organization's goals by motivating, inspiring, and aligning the department's people to achieve those goals is the most productive way the training manager can meet expectations.

A team has been working on a project for a period of time. At this point, team members are beginning to exhibit more cooperation and understanding of each other. Overall, they are becoming a more cohesive group. In which stage of group development is the team operating? (Choose the best response.) a. Forming b. Norming c. Performing d. Adjourning

b. Norming Response B is correct because during the norming stage, the team begins merging into a cohesive group where more cooperation and understanding occurs.

Which of the following best describes Williamson's trait-and-factor theory? (Choose the best response.) a. Starting at the age of 18, people move from career exploration to a series of events. b. People can be understood in terms of the characteristics they possess, such as intelligence, ambition, aptitude, and self-esteem. c. Careers move through five distinct phases from childhood through adulthood. d. The consistency of career choices depends on a match between an individual's core strengths and characteristics.

b. People can be understood in terms of the characteristics they possess, such as intelligence, ambition, aptitude, and self-esteem. Response B is correct because Williamson's trait-and-factor approach to counseling is based on the theory that people can be understood in terms of the traits they possess. Traits can include intelligence, ambition, aptitude, and self-esteem. Factors are statistical representations of the traits.

You have been enlisted by the senior staff to facilitate a culture change surrounding the company's new vision statement. The company management has a history of actively and enthusiastically embracing management fads, but none of their past five initiatives lasted more than a year. What will be most important in the change management process to ensure a true culture shift? (Choose the best response.) a. Visible support from the CEO early in the process b. Periodic reviews and adjustments to support systems c. Increased communication from senior management d. A spectacular kickoff meeting

b. Periodic reviews and adjustments to support systems Response B is correct because periodically reviewing progress and systems against the desired result and the previous state will allow changes to be made to the process as needed.

Which project phase is concerned with assigning resources to specific tasks and initiating the work? (Choose the best response.) a. Communicating b. Planning c. Executing d. Evaluating

b. Planning Response B is correct because the planning phase is where the project manager and the team develop the project plan, the project manager plans the work and assigns resources to tasks, and the work is begun.

Which leadership function is concerned with setting goals and objectives, developing strategies, and establishing priorities? (Choose the best response.) a. Organizing b. Planning c. Coordinating d. Directing

b. Planning a. Response B is correct because planning involves establishing objectives and setting a course or direction for achieving them.

As a result of the last U.S. presidential election, you anticipate the need to increase the amount of Occupational Safety and Health Act (OSHA) compliance training. To which external environmental factor are you adjusting? (Choose the best response.) a. Economic b. Political c. Employment d. Sociological

b. Political Response B is correct because, in the example, political changes have affected the level of compliance training required of the organization. This is an example of a political factor that has influenced the way the organization does business.

You are a T&D Professional who is leading a process-level gap analysis for a manufacturing company experiencing issues during assembly. You discover that the process does not reflect the procedures documented by the company, and the workers involved in the assembly unit do not have prior experience or training. These issues relate to which part of the process______________. (Choose the best response.) a. Inputs b. Process controls c. Outputs d. Resources

b. Process controls Response B is correct because specifications, education, and performer experience are all controls that have been developed for the process.

Which of the following is a visual tool used to systematically describe actions and behaviors in a sequential flow? (Choose the best response.) a. DMAIC methodology b. Process map c. Evaluation models d. Six Sigma IPO model

b. Process map Response B is correct because a process map presents a clear and logical visual representation of all of the tasks and steps involved in carrying out a particular process.

Engaged employees show significant differences from other employees in ______________. (Choose the option that completes the sentence accurately.) a. Productivity, absenteeism, and online learning scores b. Productivity, absenteeism, and safety incidents c. Productivity, absenteeism, and management skills. d. Profitability, online learning scores, and management skills

b. Productivity, absenteeism, and safety incidents Response B is correct because research shows that there are differences between engaged versus disengaged employees in these three areas.

Which of the following formulas can forecast how long it will take for a training program to pay for itself? (Choose the best response.) a. (Program Benefits for First Year × Life of Program in Years) - Program Costs b. Program Costs ÷ Total Benefits c. [(Total Benefits - Program Costs) ÷ Program Costs] × 100 d. (Program Costs - Total Benefits) ÷ Total Benefits

b. Program Costs ÷ Total Benefits Response B is the break-even calculation and can be used to determine when the program will pay for itself

One step in evaluating talent management software is to ask selected suppliers to ______________. (Choose the option that completes the sentence accurately.) a. Integrate their software into the organization's software to show value prior to purchase b. Provide a pilot period c. Integrate a generic version d. Customize modules

b. Provide a pilot period Response B is correct because suppliers, eager to sell their software, will provide a demo or a pilot period to customers. The system can then be evaluated for compatibility.

You arrange for the performance improvement practitioner to meet with the manager of these employees to discuss the observations. You ask the practitioner to provide coaching tips that will help solve some of the issues. Which of the following is the best approach a supervisor should take in a situation like this? (Choose the best response.) a. Confront the workers and tell them to move on now that they've had a mental breather. b. Provide information and direction. c. Ask questions and explore their emotions and feelings. d. Neutralize their anger and give all individuals the space to express themselves.

b. Provide information and direction. Response B is correct because information and direction will help employees stop worrying about the future and enable them to understand their priorities.

Regression analysis is used to______________. (Choose the option that completes the sentence accurately.) a. Analyze data resulting in a statistical direct correlation, inverse correlation, or zero correlation b. Quantify how certain behaviors are tied to outputs c. Illustrate the probability that a true relationship exists between two variables d. Analyze data to prove validity of the correlation

b. Quantify how certain behaviors are tied to outputs Response B is correct because regression analysis helps define the behaviors that drive a rating or output.

In which of the following sampling methods does each person in the population have an equal chance of being chosen for the sample? (Choose the best response.) a. Random selection b. Random sampling c. Random assignment d. Stratified random sampling

b. Random sampling Response B is correct because random sampling involves selecting people at random from the population. For example, selecting every 10th person from an alphabetical list of names creates a systematic random sample. As a result, each person in the population has an equal chance of being selected.

A small federal organization recognizes a need to bring its entire workforce up to speed about several issues the agency is facing. Many of the members of the organization travel more than 50 percent of the time. The agency director would like to encourage more cross-department discussion throughout the organization. How could the director use the elements of informal learning to inform the workforce about the issues of the future? (Choose the best response.) a. Request that the HR department design and deploy a series of two-hour workshops that is presented to crossdepartment groups over the next few months. b. Request that the Communication Department post new information on colorful posters each week in the break room including space for employees to add comments and questions. Ask senior leaders to discuss questions their staff may have. c. Release a request for proposal asking consultants to submit a plan for training the agency. d. Design and deploy an e-learning program that employees can download and take on the road with them. Once employees complete the e-learning training, the agency will track the results of the final exam employees complete at the end of the session.

b. Request that the Communication Department post new information on colorful posters each week in the break room including space for employees to add comments and questions. Ask senior leaders to discuss questions their staff may have. Response B is correct because the other three are examples of formal learning.

The key to efficiently selecting supplier offerings is first to define the organization's______________. (Choose the option that completes the sentence accurately. ) a. Competencies b. Requirements c. Strategies d. Contract clauses

b. Requirements Response B is correct because it is important to first define the organization's requirements before selecting a supplier.

You are a T&D professional working in a federal agency. Your manager tells you to search for vendors who provide online learning content that is accessible by federal employees with disabilities. The standard that your manager is referencing is______________. (Choose the option that completes the sentence accurately.) a. SCORM b. Section 508 c. Mobile learning standards d. Collaboration tool standards

b. Section 508 a. Response B is correct because Section 508 refers to a standard in the Americans with Disabilities Act that requires that when federal agencies develop, procure, maintain, or use EIT, federal employees with disabilities must have comparable access to and use of information and data as federal employees who have no disabilities, unless an undue burden would be imposed on the agency.

A T&D professional is presenting a business case for using social media to enhance learning. During the presentation, several senior managers challenge the use of social media by saying, "These systems compromise proprietary information." The key issue they are raising is best described as a______________ issue. (Choose the option that completes the sentence accurately.) a. Organizational culture b. Security and privacy c. Written organizational policy d. User adoption

b. Security and privacy Response B is correct because security and privacy are part of management's concern about the use of social media compromising proprietary information.

You are in the middle of designing a new critical thinking class. Your manager has told you that you need to shorten the in-class time by 50 percent. Your full-day class will now have to be delivered in 3.5 hours. What changes will you make in the design of the class? (Choose the best response.) a. Change the objectives based on Bloom's taxonomy so that participants will leave with his first level "knowledge," but will not necessarily achieve his second and third levels, "comprehension" and "application." b. Send pre-work that describes the process and ask learners to bring a specific situation to class to use as an example so they can practice skills in teams while using multiple methods to teach that tap into both sides of the brain. You will design feedback forms, plan for music, and order colorful posters for the walls. c. Plan to deliver a straight lecture.

b. Send pre-work that describes the process and ask learners to bring a specific situation to class to use as an example so they can practice skills in teams while using multiple methods to teach that tap into both sides of the brain. You will design feedback forms, plan for music, and order colorful posters for the walls. a. The best response is B because you would be implementing some accelerated learning methods, tapping into how the brain learns best. In a positive learning environment—which typically involves teamwork, collaboration, vivid colors on the walls, music, and games, and activities—both hemispheres of the brain are engaged, leading to a whole mind and body experience for learners. Proponents of accelerated learning believe that learning is created rather than consumed and that this type of environment causes learning to take place on many levels simultaneously. Collaboration aids learning and learning comes from doing the work itself (with feedback).

You have been working with a senior level research scientist in your company. One of the topics that the two of you have addressed is the shortage of skilled employees who have PhDs in the area of expertise required by the company. During a coaching session, the client exhibits conflicting attitudes toward diversity. The coach wants to use a technique that will challenge the client to define his true attitudes. What coaching technique is most likely to accomplish this goal? (Choose the best response.) a. Journaling b. Socratic questioning c. Counseling d. Goal-setting

b. Socratic questioning Response B is correct because the Socratic questioning method helps people self-identify issues pertaining to their attitudes and performance. Additionally, self-identification can help learners pinpoint solutions

A department manager knows that floor installers are often questioned while they are on the job by clients about alternative products. The manager sees this as an opportunity to increase revenue and talks to you about the solutions required. You tell the manager that you want to examine the effects of multiple solutions on both the installers and the sales team, as well as the effects on the company's interactions with customers and suppliers. After a week you return and explain the advantages and disadvantages of each option to the manager. In this example, you are serving in the role of a human performance improvement: (Choose the best response.) a. Analyst b. Solution specialist c. Change manager d. Evaluator

b. Solution specialist Response B is the correct answer because the role of the HPI practitioner is to recommend possible performance improvement solutions to address performance issues that are tied to business needs.

Estimated organizational talent needs should be based on ______________. (Choose the option that completes the sentence accurately.) a. Past retirement statistics b. Supply-and-demand projections for the workforce c. Possible mergers d. Project timelines

b. Supply-and-demand projections for the workforce Response B is correct because supply and demand changes constantly and is important in estimating future talent needs.

A T&D professional is conducting a study on the effects of a training program she is delivering. She is drawing on her own experiences to guide the study. What type of knowledge is being represented by this T&D professional? (Choose the best response.) a. Data b. Tacit c. Information d. Explicit

b. Tacit Response B is correct because tacit knowledge refers to knowledge in one's head based on personal experience. In the example, the T&D professional is recalling her personal experiences, and thus the knowledge she is using is tacit.

Which type of knowledge refers to knowledge in one's head, or knowing how to do something based on experience? It includes judgment, insights, experience, know-how, personal beliefs, and values. (Choose the best response.) a. Explicit b. Tacit c. Psychomotor d. Cognitive

b. Tacit Response B is correct because tacit knowledge refers to something that an employee knows or is able to do without having to refer to documentation such as a training manual. It is often knowledge learned from experience.

You manage the T&D department for a car parts distributor. Last year was a good year for the company, so you budgeted for talent management software to better provide services to the rest of the company. You are particularly interested in identifying professional needs information to guide the development of future training programs. You need to present an explanation to management about how you will use the organization's talent management software to help inform future decisions. How will you lead off the explanation to the management team? (Choose the best response.) a. Talent management software allows the T&D professional to view the number of employees who have taken courses. b. Talent management software allows the T&D professional to use data for needs analysis. c. Talent management software allows the T&D professional to assist in workforce planning. d. Talent management software allows the T&D professional to commit budget dollars to courses.

b. Talent management software allows the T&D professional to use data for needs analysis. Response A is correct because the data housed in the software can be used to determine what additional development is necessary to improve the capability of the workforce.

With the advent of automated project management software, clients are starting to expect weekly PERT and Gantt chart updates. Because of these new expectations, your consulting firm needs to change its project management process. Which external environmental factor is this company adjusting to? (Choose the best response.) a. Economic b. Technological c. Global d. Sociological

b. Technological a. Response B is correct because the example illustrates a change in technology—in this case the more frequent use of project management software—changing clients' expectations.

Which of the following best describes the key goal of KM? (Choose the best response.) a. To understand how employees learn best on the job and to share this information with others b. To effectively share knowledge throughout an organization for the benefit of the organization or the individual c. To identify performance gaps and the appropriate solutions to close gaps and to use information sharing to close those gaps d. To make training program information more accessible on the job and enhance the sharing of knowledge and information

b. To effectively share knowledge throughout an organization for the benefit of the organization or the individual Response B is correct because KM enables knowledge to be disseminated across an organization so that employees have access to information they need to work smarter and contribute to organizational goals.

You have developed a block diagram to graphically display the steps used in a manufacturing process. Which of the following analysis techniques are you demonstrating? (Choose the best response.) a. Business analysis b. Workflow analysis c. Cultural analysis d. Performance analysis

b. Workflow analysis Response B is correct because workflow analysis involves determining how people, materials, methods, machines, and the environment combine to add value to a product or service. One method of determining this is by creating a block diagram or a flowchart to display the steps in a process.

What is andragogy? (Choose the best response.) a. An approach to learning that focuses on Maslow's hierarchy of needs b. An approach to pedagogy that focuses specifically on learning rather than teaching c. A collection of five principles of adult learning d. An approach that provides a process for internalizing knowledge

c. A collection of five principles of adult learning Response C is correct because Malcolm Knowles's research on andragogy identified five adult learning principles.

Which of the following best describes knowledge mapping? (Choose the best response.) a. A process involving two or more people, departments, and companies working together for the success of the organization's people, processes, and future livelihood b. A process of capturing, organizing, and storing information and experiences of workers and groups in an organization and making them available to others c. A process that identifies the location, ownership, value, and use of information and knowledge d. A process that identifies and closes performance gaps—without measurement, the nature of the gap is unknown and the appropriate solution cannot be selected

c. A process that identifies the location, ownership, value, and use of information and knowledge Response C is correct because knowledge mapping identifies an organization's experts, best communicators, and best practices in an effort to clarify information in an organization.

You are a T&D professional who has studied numerous career development theories. You are incorporating a combination of career development theories into your actual situation, working to ensure the right balance of reality and theory. Based on your knowledge of career development, you have chosen ______________. (Choose the option that completes the sentence accurately.) a. Holland's Occupational Congruency Model and DECIDE b. Roe's Theory of Occupation and Schein's Career Anchors c. Balance between personal assessment and the market d. A growth model for occupational development

c. Balance between personal assessment and the market Response C is correct because determining the ideal future of the organization in terms of career development is a process that must be based on appropriate concepts and theories. The vision must be realistic and provide a strong link between the present situation and future possibilities, including organizational needs and appropriate solutions to address those needs.

A T&D professional is evaluating his company's organizational effectiveness by using an approach that goes beyond using only financial measures and consists of using four perspectives. Which of the following methodologies is he applying? (Choose the best response.) a. Phillips ROI methodology b. Kirkpatrick's four levels of evaluation c. Balanced scorecard approach a. Response C is correct because the balanced scorecard approach uses four perspectives that go beyond financial measures to evaluate organizational effectiveness.

c. Balanced scorecard approach Response C is correct because the balanced scorecard approach uses four perspectives that go beyond financial measures to evaluate organizational effectiveness.

Which of the following project team stakeholders is the person who controls the money and whose signature is needed to authorize purchases over a certain amount? (Choose the best response.) a. Sponsor b. Champion c. Budget client d. Business client

c. Budget client Response C is correct because the budget client is the person who is accountable for the project's costs and how it will provide a return for the business. As such, he or she pays for the project and has the power to cancel the project at any time.

A T&D professional is completing a presentation to justify the cost of delivering a cultural awareness training program. When preparing the presentation, which of the following should he consider? (Choose the best response.) a. Methodology used in receiving formative and summary evaluation information. b. The synthesis model used to determine the recommendation. c. Business purpose of the evaluation with regard to key decisions the audience needs to make. d. That the executive summary be three paragraphs or shorter.

c. Business purpose of the evaluation with regard to key decisions the audience needs to make. Response C is the correct response because this will help match the style of data presentation to the audience and that will assist in creating a receptive audience.

A training manager is working to deploy a series of PDFs on the Internet so they are readily accessible by employees. Which management system represents the best solution? (Choose the best response.) a. RDBMS b. LCMS c. CMS d. PDF

c. CMS Response C is correct because a CMS can publish content to multiple formats, including HTML (web), print, and PDFs.

Which of the following best describes Super's developmental framework? (Choose the best response.) a. Starting at the age of 18, people move from career exploration to a series of events. b. People can be understood in terms of the characteristics they possess. c. Careers move through five distinct phases from childhood through adulthood.

c. Careers move through five distinct phases from childhood through adulthood. Response C is correct because Super's developmental framework is based on the idea that careers move through five distinct phases from childhood through adulthood. In addition, Super theorized that the choice of an occupation is highly influenced by each person's self-image and how this self-image mapped to people already in a particular occupation.

Part II: You return to the Contracts Department after a week and find that they have gathered data and found 28 reasons for the increase in PAM. Each division director is blaming someone else. The contract specialists each have their own pet reason for which of the 28 causes they should attack first. The Contracts Department Director still wants you to provide a training program for everyone in the department, even those who have been around for years. You suggest that they __________. (Select the best approach.) a. Redo the data gathering because it isn't possible to have 28 reasons for the increase. b. Compile the reasons into four or five categories that can be prioritized. c. Complete a Pareto analysis. d. Turn to the senior level contract specialists for their expert opinion.

c. Complete a Pareto analysis. Response C is correct because a Pareto analysis organizes the data categories to determine the relative frequency or in this case perhaps how much time is spent on the causes.

As a T&D professional you received a request for training from a warehouse manager who has identified some specific training objectives. You have been working hard to gain this manager's respect. You want to be known as a business partner who has interdepartmental credibility within your organization What will your next step be? (Choose the best response.) a. Create the class the warehouse manager has asked for. b. Develop pre- and post-tests for the warehouse manager's required class. c. Conduct a needs analysis to identify specific performance factors.

c. Conduct a needs analysis to identify specific performance factors. Response C is correct because you must place the training request in the context of the organization's needs because training adds value only when serving a business need. Based on instructional design models, needs assessments should be conducted first to determine the exact nature of an organizational problem and to identify specific performance factors

All of the following are examples of ways to capture knowledge in an organization EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Recording brainstorming sessions b. Establishing formal problem-solving guidelines and processes c. Conducting performance reviews d. Holding a gathering session for team members from cross-functional groups

c. Conducting performance reviews Response C is correct because a performance review is a confidential conversation between an employee and his or her manager and is not appropriate as a means of capturing knowledge to be shared across an organization.

You are an HRD manager whose VP has asked you to design a program to develop the high-potential employees within your company. The VP also wants to begin to match these people with prospective roles within the company as needed. How will you begin to meet your VP's request? (Choose the best response.) a. Initiate strategic planning b. Develop a replacement planning module c. Create a succession plan d. Design career planning for the company

c. Create a succession plan Response C is correct because developing high-potential employees and matching them with prospective roles is one aspect of the focus of succession planning, which is to create a self-reliant workforce in which organizations gain increased productivity and a pool of developed talent.

In building an effective KM system, a training manager begins to construct a web management tool to allow employees access to vital and timely information anywhere they are. He puts video messages from the company president on the site for employees to view at their leisure. Next, he extends the offering by ______________. (Choose the option that completes the sentence accurately.) a. Providing access to the company store for supplies b. Developing a location to track client complaints around service c. Creating a collaboration area for people to meet and discuss ideas with others in the company d. Developing an electronic signature tool to make virtual authorizations possible

c. Creating a collaboration area for people to meet and discuss ideas with others in the company Response C is correct because a key element of KM is the ability to connect with other people around the organization to collaborate and learn from one another. In this example the training manager is designing a place on the site where employees can share ideas and knowledge across the organization.

One of your roles as a training director is to develop a big-picture perspective of the types of courses and content the organization offers. Which training director role are you fulfilling? (Choose the best response.) a. Developing course outline b. Identifying learning objectives c. Developing a program curriculum d. Listing needs assessment topics

c. Developing a program curriculum Response C is correct because a program curriculum encompasses all of the types of training that an organization offers.

You just left an all-hands meeting in which the CEO was talking about "building organizational capacity." You haven't a clue about what he meant, but you think your role as a T&D professional has something to do with it. You ask your manager and she explains it as ___________. (Choose the best response.) a. The way that the training function integrates with HR b. Identifying an effective onboarding strategy c. Developing a talented workforce to meet business and customer needs d. Creating a sales and marketing team that maximizes profits

c. Developing a talented workforce to meet business and customer needs Response C is correct because the organization must hire, train, and retain the right talent to achieve business goals.

A T&D professional is concerned that his organization is moving forward with a KM system purchase without articulating the strategy for the system. Lack of alignment with the organization's goals could result in ______________. (Choose the option that completes the sentence accurately.) a. User acceptance b. Optimization of content c. Diseconomies d. Implementation plans

c. Diseconomies Response C is correct because a lack of KM alignment can cause diseconomies as well as frustration, additional expenses, suboptimization, political and cultural resistance, and little strategic value. KM is only valuable when it links to real business needs or strategies, creates opportunities, and solves identified problems.

A training manager is trying to retain information from old documents so that project teams have access to the legacy information. Which type of management system best meets this need? (Choose the best response.) a. Content b. Learning c. Document d. Learning content

c. Document Response C is correct because a document management system enables an organization to track and store documents. In this example, the training manager is trying to retain old information which is the true use of a document management system, because it offers check-in, check-out, storage, and retrieval of electronic documents, new or old.

A T&D professional is selecting delivery technologies as part of a blended learning program. In particular, the professional wants an application that links directly to another application that can train and guide learners who are trying to perform specific tasks in the target application while on the job. The most appropriate technology would be _________________. (Choose the option that completes the sentence accurately.) a. Podcasts b. Collaborative software c. EPSSs d. Synchronous online learning

c. EPSSs Response C is correct because an EPSS links directly with another application and enables learners to view the steps (and often a simulation) of how to complete a task while they are trying to complete the task within the target application.

You own a small consulting firm. You are delighted to be in high demand and have more work than your company can deliver. Although you have tried to hire additional consultants, qualified candidates do not seem to be available. Which of the following environmental factors is negatively affecting your company? (Choose the best response.) a. Contractual b. External c. Employees d. Internal

c. Employees Response C is correct because employee factors include shortages in the number of employees or in the number of employees with a certain skill set.

Which of the following is NOT an example of best practices for KM in an organization? (Choose the best response.) a. Information chunking b. Measurement c. Explicit knowledge d. Collaboration

c. Explicit knowledge Response C is correct because explicit knowledge is not a best practice; it is a type of knowledge that is captured through documentation.

Your organization has just gone through a downsizing. You have the dubious honor of kicking off the first instructor-led training since the reduction. Even though the downsizing was relatively small and most people took a buyout, you have taken extra care to create an environment that is conducive to learning. You will have coffee and snacks available for learners and have arranged the room in a U-shape. You also designed additional time at the beginning of the class to conduct a "What's on your mind?" activity. The activity is designed to explore each learner's current state of mind, identify their immediate needs, and identify their expectations for the class. What concepts are you incorporating in your design? (Choose the best response.) a. The learning brain model and sympathetic deliberations b. Cognitivism and behaviorism c. External and environmental influences and Maslow's hierarchy of needs d. Divergent thinking and active listening

c. External and environmental influences and Maslow's hierarchy of needs Response C is correct because external and environmental factors such as stress, company conditions, and uncertainty may influence a participant's ability to learn. Maslow's hierarchy of needs contends that a person can achieve the next level of the hierarchy only after lower level needs, such as physiological, safety, and belongingness needs have been satisfied.

You are a training manager and have assigned Mason to work with an SME. Mason has been working diligently to create an asynchronous training event for the operators of a German-made printing press. Unfortunately all the training manuals are written in German and Mason is totally dependent upon Gregory, the SME who was assigned to work with him. His colleagues call him Grumpy Gregory and now you know why. He stalls whenever Mason tries to schedule time with him, responds rudely when he is asked questions, and walks away without saying goodbye or anything at the end of Mason's appointed hour. Mason has made a list of options to address with Gregory and to finally get this training designed. You examine Mason's list and advise him to follow through on all but one of the items. Which item do you suggest Mason should not do? (Choose the best response.) a. Speak with Gregory's boss to ensure that he has told Gregory that this is important work and that Gregory is expected to support it. b. Explore possible rewards and recognition for Gregory: compensation, recognition among his peers, or professional advancement. c. Find another SME outside the company. d. Sit down with Gregory to establish a formal relationship that clarifies roles and responsibilities.

c. Find another SME outside the company. Response C is correct because it is not likely that a positive working relationship can be forged between Gregory and Mason. SMEs may not understand the importance of the SME role or even see it as undesirable. If the assignment is not in their job description or development plan, they may be concerned that they will not be rewarded for their efforts. Participation in the project may be viewed as a distraction from "real" work. Their perception could be that the assignment is trivial and unrewarding.

You continue as the manager of the project in question number 1. You know that you need to make a presentation to the sponsor within the first couple of weeks and before you get too far into the project. Which of the following will be most helpful in your meeting? (Choose the best response.) a. WBS chart to show who will do what b. PERT chart to demonstrate the sequence of events c. Gantt chart to define the timeline, a charter, and informal data gathering d. CPM chart and a point paper that cautions against scope creep

c. Gantt chart to define the timeline, a charter, and informal data gathering Response C is correct because all of these will be critical for a meeting with the sponsor. The sponsor is often a member of senior management and will not want all the details, but needs to feel comfortable that you have a good understanding of the project (charter); have figured out the timeframe and key milestones (Gantt Chart); and are prepared with responses that demonstrate a reasonable amount of research before getting too far into the project.

You are a training specialist who has designed an outdoor, experiential, team building training program for one of the departments in your company. This outdoor event includes rigorous activities such as whitewater rafting. One employee has told the department head that she will not attend because the program takes place on a Saturday, which she observes as a religious holiday. The department head is telling you that he believes she must attend or face termination. What advice do you give the department head? (Choose the best response.) a. He is correct in expecting her to be a part of the team. b. He needs to stick to his statement to show his authority and control. c. He is violating civil rights laws. d. He is violating OSHA laws.

c. He is violating civil rights laws. a. Response C is correct because civil rights law guarantees against discrimination in employment based on certain civil rights, including the right to privacy and the right of equal protection.

You work for a research organization where 50 percent of the employees are scientists and engineers. The organization has decided to develop and implement a speaking skills class to help the scientists get their ideas across in important meetings. It seems that many of them are brilliant, but just not very good at communicating to large groups. Two of the scientists have been assigned to you as SMEs to help design the training. They have suggested that you write a short paper that lists techniques for speaking in front of a group and that you accompany it with a template they can use to plan their speeches. You need to provide them with a response. You say ______________. (Choose the best response.) a. I think that could work. Perhaps you could provide me with several examples of times you need to give a speech. b. Independent study is a good idea because it will save everyone time. c. I don't think we will achieve the objective with a paper and a template. d. That's one way to do it, but I think it will be more fun if we learn together in a class.

c. I don't think we will achieve the objective with a paper and a template. Response C is correct because the objective is to help the engineers and scientists to do something different and acquire a new skill. They need hands-on practice to learn this skill. You will want to help them practice speaking, perhaps recording their presentation for self-critique, dissecting the speaking process, and providing several other exercises that help them practice what works for them.

You just completed your first presentation at the ASTD International Conference & Exposition. You really think you nailed it. Several of your colleagues approach you after the presentation to sing your praises. They ask you what you think you did that created the dynamic interactive presentation. You think for a moment and then state with confidence _______________. (Choose the option that completes the sentence accurately.) a. I used notes that have everything I wanted to say, so that if I forgot something I could refer to my notes. b. I told myself that no one knows this content better than I know it, and that gave me the confidence I needed. c. I knew my audience, over-prepared my content, and practiced, practiced, practiced. d. I think starting off with a joke and hearing everyone's laughter immediately helped me.

c. I knew my audience, over-prepared my content, and practiced, practiced, practiced. Response C is correct. It takes time to be well-prepared—at least a 7:1 ratio, that is 7 hours of preparation for 1 hour of delivery. All of this practice will ensure that you will naturally appear confident.

A T&D professional is preparing to conduct an evaluation. What is the first step in the process? (Choose the best response.) a. Develop an evaluation design and strategy b. Select measurement tools c. Identify evaluation goals d. Develop a business case

c. Identify evaluation goals Response C is correct because the steps in all evaluation models include: identifying evaluation goals first; developing an evaluation design and strategy; selecting and constructing measurement tools; analyzing data; and reporting data.

A T&D professional is creating short reference materials containing codified, categorized, reusable content to enable people to quickly find and easily understand the information. What best practice does this activity refer to? (Choose the best response.) a. Personification b. Readability c. Information chunking d. Measurement

c. Information chunking Response C is correct because information chunking involves creating logical and convenient information documented in an easy-to-use format, such as a table or a text box. In this example, the T&D professional is reducing information into short reference materials that employees can find quickly and easily.

Strategies for keeping up-to-date with emerging technologies include all of the following EXCEPT______________. (Choose the option that completes the sentence accurately.) a. Suppliers' webinars b. Industry reports c. Instructional design textbooks d. Questioning suppliers

c. Instructional design textbooks Response C is correct because textbooks are usually out-of-date about technology. The best course of action is to rely on the three other choices plus read industry journals, talk with peers, and visit conference expos.

You have lost three people in your learning and development department so you have been overloaded and really behind. To speed up the design step you have decided to forego designing the evaluation plan during the design step and wait until closer to the implementation date. You know that you don't need it until the day before your deliver the training anyway. What advice do you think a seasoned designer would give you? (Choose the best response.) a. It is a good idea because if you want to save time and energy, the evaluation plan is the most time-consuming. b. It is a good idea because it is impossible to evaluate the ROI of training. c. It is not a good idea because it may cause problems later. d. It is not a good idea because you need to plan with the end in mind.

c. It is not a good idea because it may cause problems later. The best response is C because the evaluation plan is part of the foundation. Evaluation tasks must be developed because the structure is based on the many decisions that must be made regarding training platforms and other implementation questions. Only an evaluation plan can provide this kind of information and help you find problems early in the process.

The management team of a manufacturing firm is constantly reacting to new problems and does not make long range plans. You want to tell the management team that it needs to apply a systems thinking approach. What rationale will you use? (Choose the option that is the most accurate.) a. It will help identify the most appropriate training solutions needed to fix the problems. b. It will help identify the employees who are best at resolving crises. c. It will allow the management team to uncover the root causes contributing to the problems and consider the effect of any implemented changes. d. The organization will not thrive without long-range planning.

c. It will allow the management team to uncover the root causes contributing to the problems and consider the effect of any implemented changes. Response C is correct because systems thinking allows the team to consider how changes in one area of the organization will affect other areas, thereby enabling the team to understand the effects of small changes and avoid the occurrence of major problems.

As a T&D manager, your leadership asked you to identify a way to provide experience and development to a high potential manager who is being groomed for future leadership positions. In the program, the manager will spend one year working in a number of departments. During the first six months, the manager is moving to a same-level position in the sales department. After that assignment, the manager will move for six months to another same level position in the marketing department. What is this type of development strategy known as and why did you select it? (Choose the best response.) a. External group development because this employee has already proven himself to be high-potential b. Job rotation because it is one of the most effective ways to keep high-potential employees engaged c. Job rotation because exposure to different functions increases employees' knowledge of the organization and builds new skills d. Job rotations because it is the fastest way to a promotion

c. Job rotation because exposure to different functions increases employees' knowledge of the organization and builds new skills Response C is correct because job rotation involves moving to other, same-level jobs in the organization with the goal of providing future management and leadership candidates with experiences that facilitate changes in thinking and perspective.

A fundamental technique of project management is planning projects in phases. All of the phases that represent the project from beginning to end are collectively called______________. (Choose the option that completes the sentence accurately.) a. Project scope b. Critical path c. Life cycle d. Conception

c. Life cycle Response C is correct because the project life cycle includes everything that happens in a project from beginning to end.

You have a high-potential employee who values personal advice, assistance, and support from someone who is experienced and can help others move across the organization. The employee has a clear sense of purpose that would best be served by a relationship with a ______________. (Choose the option that completes the sentence accurately.) a. Champion b. Coach c. Mentor

c. Mentor Response C is correct because mentoring is relationship-based with participants working toward a common goal, and both parties experience benefits. Key benefits are employee retention and grooming employees to take over jobs of increasing responsibility.

Which of the following social learning tools is best described as content delivered in short bursts of information and is limited to 140 characters or less? (Choose the best response.) a. Audio & video blogs b. Social networks c. Microblogs d. Social bookmarking

c. Microblogs Response C is correct because microblogs deliver information in short bursts limited to 140 characters or less. (think Twitter)

Strategic workforce planning includes all of the following EXCEPT ______________. (Choose the option that completes the sentence accurately. a. Clarifying the drivers of business strategies b. Researching current and anticipated labor markets c. Modeling past workforce scenarios d. Identifying expected talent gaps

c. Modeling past workforce scenarios Response C is correct because modeling future workforce scenarios would be proactive versus modeling based on the past.

A former bank teller has just landed his dream job as a T&D professional. He has been assigned his first training opportunity to deliver a half-day time management session to employees. His supervisor will be observing him, and he wants to make a great first impression. To prepare himself, he intends to _______________. (Choose the option that completes the sentence accurately.) a. Interview the participants before the session to learn what they need with regard to time management b. Read several books about time management to be sure he really understands the topic c. Practice the delivery of the training notes aloud in the same room he will deliver the training as one way to master the content d. Redesign the opening to include resolution of a key time management problem

c. Practice the delivery of the training notes aloud in the same room he will deliver the training as one way to master the content Response C is correct because the best way to prepare is to practice aloud to check for timing, experience saying difficult words, and to work through any mechanics such as providing handouts or telling a story.

You are a training manager who has just left your performance review with your director. You are upset and cannot understand what the problem is. You are ticking off your behaviors that you believe display dedication and loyalty. You regularly work long hours six days a week doing everything from instructional design to setting up training rooms. The director indicated the poor review was a result of numerous complaints from your direct reports. Which of the following tasks are you likely not adequately focusing on? (Choose the best response.) a. Assessing training needs b. Budgeting and forecasting c. Providing vision, direction, values, and purpose to employees d. Delivering training

c. Providing vision, direction, values, and purpose to employees a. Response C is correct because providing employees with vision, direction, values, and purpose is the part of a training manager's job that enables employees to understand what they are doing and why. Without this understanding, employees feel lost and feel as though their work is not appreciated.

All of the following are examples of considerations trainers need to balance with the effect of culture on learning styles EXCEPT _________________. (Choose the option that completes the sentence accurately.) a. Pace b. Levels of self-confidence c. Rate of speech and enunciation d. Instructional design approach

c. Rate of speech and enunciation Response C is correct because rate of speech and enunciation is not one of the considerations when balancing the effect of culture with learning styles.

You are an HPI consultant. A sales organization has called you to request customer service training for their front desk staff. You meet with two of their managers who discuss the poor results of their latest customer service survey and the organization's goal of being the market leader in customer service. In further examination of the survey results, you discover that most customers cited a lack of salesperson response time as the biggest complaint. You state that you are happy to conduct customer service training, however, you recommend that they begin with a solution that aids response time by salespeople. You suggest that they gather data along the way and check back with you in a few months. What approach are you using? (Choose the best response.) a. Root cause-based b. Change management c. Results-based d. Evaluation-based

c. Results-based Response C is the correct answer because this approach is driven by a business need and a performance need and is also justified by the results of the cause analysis.

A T&D professional has been asked to reduce a typical two-day training session to six hours. Which of the following adjustments will save time and still ensure the content will be beneficial to learners? (Choose the best response.) a. Eliminate the hour opening and dive right into the content b. Eliminate the experiential learning activities and deliver the content accompanied by an inclusive checklist c. Review all of the content, asking the learners' supervisors to prioritize the most important aspects of the content d. All of the above

c. Review all of the content, asking the learners' supervisors to prioritize the most important aspects of the content Response C is correct. Although choices A and B could offer some time savings, these changes may not create a climate conducive to learning and will likely reduce learner participation. Both of these will likely inhibit transfer of knowledge to the workplace and be a waste of time for everyone involved.

A project manager's focus should be on ______________. (Choose the option that completes a. Scope, time, cost, quality, and business goals b. Scope, time, cost, quality, and product specifications c. Scope, time, cost, quality, and resource use d. Scope, time, cost, quality, and scope changes

c. Scope, time, cost, quality, and resource use Response C is correct because the job of the project manager is to plan, organize, and manage project tasks based on the elements of time, money, and available resources.

The following are all examples of ways to establish support for KM in an organization EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Tying the project to business requirements and opportunities b. Scrutinizing what can and cannot be included as knowledge material c. Selecting the most advanced technology available d. Beginning with targeted projects

c. Selecting the most advanced technology available Response C is correct because it is important to be selective about technology used when starting a KM initiative. The most advanced technology available may not be appropriate for an organization for a number of reasons, including incompatibility with the existing information technology infrastructure and the culture.

Your senior management team is notorious for hijacking meetings and doing what they want rather than follow the original agenda. You were recently asked to facilitate a quarterly meeting. You decide that at the start of a senior management meeting, you will ask the individuals in the room to explain their expectations for the meeting. As they discuss their expectations for the meeting and themselves, you will post the expectations on a flip chart. You are hoping that this facilitation tool will be helpful; it is called______________. (Choose the best response.) a. Listening b. Open discussion c. Shared framework of understanding d. Summarizing

c. Shared framework of understanding Response C is correct because this tool makes people feel more comfortable, and makes it easier for the group to police itself and accept responsibility for what happens in the meeting