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Name: 
 

Chapter 11 Study Guide



True/False
Indicate whether the sentence or statement is true or false.
 

1. 

One of the goals of computer user support is to make users as self-reliant as possible to reduce their need for support.
 

2. 

Skilled computer users usually need a basic understanding of a computer system.
 

3. 

Training is a one-way communication process that transmits information from trainer to trainee.
 

4. 

The best performance objectives for a training session specify how well a trainee needs to be able to perform a task, such as speed or accuracy.
 

5. 

A training plan covers the goals of the training and describes the concepts, understanding, abilities, and skills objectives that should result from the training.
 

6. 

When trainers begin to prepare specific training materials for a session they generally start from scratch to avoid copyright problems.
 

7. 

When preparing training materials, trainers should respect copyrighted materials and avoid copying verbatim from a single source.
 

8. 

It is generally advisable for a trainer to try to cover a little less material than to attempt to cover too much.
 

9. 

A trainer should prepare more material than they can cover in a session in case they cover material faster than they expect.
 

10. 

Trainers agree that there is a single learning style that is effective for most trainees.
 

11. 

Listening to a lecture is not an effective retention and performance method for most learners.
 

12. 

Visual aids are an effective training delivery system because most trainees retain visual information better than information they have only heard.
 

13. 

Computer-based training is a growth industry, but the cost to develop high-quality instructional materials is extremely high.
 

14. 

Experienced trainers find that it is better to have more short breaks during a training session than fewer, long breaks.
 

15. 

It is difficult for a user to be self-reliant and able to problem solve unless they have a general understanding of the operation of a computer system.
 

Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.
 

16. 

One of the best ways to make users more self-reliant is ____.
a.
a user needs assessment service
b.
a problem solving hotline
c.
a user training program
d.
a hardware repair service
 

17. 

Compared with education, the primary goal of training is to ____.
a.
learn basic vocabulary
b.
understand general principles
c.
perform tasks and build expertise
d.
become an expert
 

18. 

The outcomes of education and training are generally measured and evaluated in which of these ways?
a.
both training and education measure one's ability to explain concepts and principles
b.
both training and education measure one's ability to perform a task
c.
training measures one's ability to perform a task; education measures ones ability to explain concepts
d.
training measures one's ability to explain concepts; education measures one's ability to perform a task
 

19. 

What is the common sequence of steps in the training process ____.
1) prepare 2) plan 3) present
a.
1 - 2 - 3
b.
3 - 2 - 1
c.
2 - 3 - 1
d.
2 - 1 - 3
 

20. 

Analogies, metaphors, and references to prior experiences are often useful to train ____.
a.
children
b.
new users
c.
adult users
d.
none of these
 

21. 

Which of these skill levels deals with the meanings of the words people use to exchange information about a subject?
a.
concepts and understanding
b.
basic skills
c.
expertise
d.
all of these
 

22. 

Use of analogies and building a mental model of how things work are tools used during the development of which of these learning skill levels?
a.
concepts and understanding
b.
basic skills
c.
expertise
d.
all of these
 

23. 

During which training step does the trainer develop details about the specific topics to cover and how to cover them?
a.
Step 1. Planning
b.
Step 2. Preparation
c.
Step 3. Presentation
d.
none of these
 

24. 

During which of these steps in a training session should a trainer cover what trainees will achieve at the end of the training and why the training is useful?
a.
introduce new topics
b.
establish motivation
c.
present new material
d.
introduce the trainer
 

25. 

During which step in a training session should a trainer provide pointers to additional information and resources for trainees who are interested?
a.
present new material
b.
perform training activity
c.
summarize main points
d.
describe next steps
 

26. 

Small groups of trainees have which advantage over larger classes?
a.
less individual assistance is available
b.
about the same level of individual assistance is available
c.
more individual assistance is available
d.
no individual assistance is available
 

27. 

Which of these learning methods results in the highest retention and trainee performance?
a.
listen
b.
read
c.
observe
d.
problem solve
 

28. 

Printed materials designed to be taken from a training session to refresh the trainee's memory later are called ____.
a.
visual aids
b.
multimedia materials
c.
handouts
d.
hands-on materials
 

29. 

Web-based training is most similar to which of these training delivery systems?
a.
product demonstrations
b.
hands-on activities
c.
tutorials
d.
computer-based training
 

30. 

The purpose of a beta test run of a training presentation is to ____.
a.
memorize the material
b.
speed up delivery to cover more material
c.
practice the jokes
d.
identify and fix trouble spots in the presentation
 

Completion
Complete each sentence or statement.
 

31. 

____________________ is a teaching and learning process that focuses on performing a task and building skills and expertise.
 

 

32. 

____________________ is a training method where a trainee works independently without a trainer.
 

 

33. 

Online reading material with ____________________ can be interactive so that users can locate the specific information they need.
 

 

34. 

____________________ are a training delivery system that lets trainees actually try out what they have learned, build skills and expertise, and learn to become an independent user.
 

 

35. 

_________________________ is a training delivery method that is based on the experience that learning is a social activity and that trainees can learn from their peers.
 

 



 
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