Carol Martz Computer User Support for Help Desk and Support Specialists Chapter 11 Check Your Understanding Questions

*Fill-in-the-Blank Question* ________________ *is a skill in which a trainee learns the basic vocabulary needed to communicate with others*

*Concepts Level*

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

*False*

*True/False Question* *Due to the popularity of self-guided training materials and outline interactive training delivery systems, the role of support specialists as trainers is likely to disappear in the next few years.*

*False*

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

*False*

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

*False*

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

*False*

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

*Learning Styles*

*Fill-in-the-Blank Question* ______________ *materials combine text, images, animation, and sound in a training delivery system*.

*Multimedia*

*Fill-in-the-Blank Question* ______________ *is an activity in which trainees participate in a rehearsal or practice of a simulated workplace situation.*

*Role Play*, *Role playing*

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

*True*

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

*True*

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

*True*

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

*b*. *(2) concepts, (4) understanding, (1) basic skills, (3) expertise*

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

*handouts, reference sheets, cheat sheets*

*Multiple-Choice Question* *Which one of the following is NOT a step in the training process described in this chapter*? a. plan b. present c. *perform* d. progress

*perform*

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

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

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

a. *classes*

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

c. *expertise*

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

c. *visual/nonverbal*

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

d. *problem solve*

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

d. *training evaluation surveys*