An instructor is teaching a week long course for a vendor certification. A few learners are slowing the class down due to the lack of experience with the product. The rest of the learners are doing fine with the pace of the class. Which of the following would the instructor do to BEST assist the less experienced learners?
A. Slow the pace of the training down to ensure all the learners are learning at the same level.
B. Maintain the same pace of the class and work individually with the less experienced learners.
C. Suggest the learners retake the course again at a later time when they have more experience.
D. Allow the less experienced learners to have additional lab time before or after class.
When a student in a lab is kept from participating due to a technical problem the instructor should FIRST:
A. Ignore the problem and work with the student during a break so the class is not disturbed.
B. Concentrate on getting the student's technical problem solved so they can learn with the rest of the class.
C. Try to quickly analyze the problem to resolve the issue.
D. Have another learner help the student while the instructor continues teaching.
An instructor is preparing an application form for a new class which presents intermediate level material on a particular topic. Which of the following information should be included on the form?
A. The students' education level
B. The students' gender
C. The students' experience
D. The students' employer
The instructor asks the learners for practical examples of how skills they are learning in the course relate to their jobs. This is an example of the instructor soliciting:
A. Content expertise
B. Preferred media
C. A frame of reference
D. Delivery methods
Which of the following question types should an instructor typically avoid?
A. Viewpoint questions
B. Open-ended questions
C. Closed-ended questions
D. Run-on questions
A trainer uses a humorous anecdote that they often use at a certain point in the material. After telling the story, the trainer senses a change in facial expression and body language from one student. Which of the following isthe MOST appropriate action for the trainer to take?
A. On the next break, ask the student privately whether the anecdote was effective
B. Ask for a show of hands of those who did not like the anecdote
C. Approach the student immediately and ask if everything is alright
D. Call an impromptu break and ask what the student thought about the anecdote
The MOST significant advantage of using structured exercises in a training session is that participants:
A. Will benefit from exchanging information with their peers.
B. Are allowed to practice and receive feedback on new skills.
C. Are allowed to reflect on their skill sets.
D. Will receive a lot of new information.
During an extensive needs analysis, the training group discovers that the organization's call center team is failing to mention add-on products and there are a large number of customer calls which are either abandoned or escalateto call center managers. The marketing area is adamant that call center agents refer to the add-on products in order to increase sales. In designing a training solution, the FIRST step should be to:
A. Review or revisit call center standards.
B. Create a special session just for the managers.
C. Provide a cheat sheet for the add-on products.
D. Monitor the agents for a week to truly understand their world.
A participant logs in 15 minutes late for a one-hour synchronous training. Which of the following would be the leader's MOST appropriate response to the participant?
A. Ignore the participant completely. They should have logged in on time.
B. "Welcome! Glad you decided to finally join us today. Since you missed the opening exercises, you might want to just try back another day."
C. "Welcome! Please see the assistant to review what was missed."
D. "Welcome! Let me briefly review the content missed. We are currently on lesson two."
A contract trainer is hired to deliver a business writing class for an accounting department of a large organization. The terminal objective for the class is to decrease the amount of time workers spend writing the annual report.Which of the following shows how the trainer might BEST measure the group's improvement?
A. A trainer should attempt to measure performance on an objective service instead.
B. Ask the controller what percentage of improvement they think the organization will experience as a result of the training.
C. Create a pre-test and deliver it at the beginning of the class and again at the end of the class.
D. Create a post-class essay question and assign the essay as a final test of the group's writing improvement.
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