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ATSD Flashcards - CPLP Prep
ATSD Flashcards - CPLP Prep
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09/08/2013
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Term
Explain the difference between teaching and facilitating learning.
 Definition
Traditional education uses instructive-style learning sessions"
"or lectures to teach participants, while facilitating learning get participants involved and helps adults assume responsibility for their own learning."
Term
Learning activities that include behavioral modeling, simulations, role plays,
skill drills, and rewards are modeled from which theory?
 Definition
"Behaviorism"
Term
In preparation for a learning session, a workplace learning and performance
(WLP) professional designs the seating arrangements, arranges for
refreshments, determines goals, and identifies expectations for the class.
What are all these arrangements attempting to positively affect?
 Definition
External and environmental influences"
Term
Which theory of learning focuses on matching individual needs to appropriate
instructional experiences and is particularly useful for helping employees
adapt to changes in their work lives?
 Definition
Opportunity-centered
Term
What are the five principles of andragogy?
 Definition
Self-concept of the learner, prior experience of the learner,readiness to learn, orientation to learning, and motivation to learn
Term
What is an informal philosophy of teaching that focuses on what the instructor does rather than what the participants learn and usually refers to the teachingof children?
 Definition
Pedagogy
Term
What does this model represent and how does it relate to adult learning? Physiology>Safety>Belongingness>Esteem> Self-Actualization
 Definition
Abraham Maslow’s hierarchy of needs explains
the foundations of motivation by categorizing people’s
needs into a hierarchy that includes physiological, safety,
belongness, esteem, and self-actualization needs. It relates
to learning because motivation is one of the fundamental
challenges of learning and performance improvement.
Term
1. Trainers often use knowledge, skills, and attitudes (KSAs) to describe three
types of learning. These three categories are the work of __________
and are part of __________.
 Definition
Benjamin Bloom, Bloom’s taxonomy
Term
What guidelines did Carl Rogers describe as a critical element to remember
in adult learning situations?
 Definition
Facilitators establish the initial mood or climate of the class
experience and clarify the purpose of the individuals
in the class as well as more general purposes of the group.
Term
Ways of learning that stress experience and reflection and use an inductive
learning process that takes the learner through five stages: experiencing,
publishing, processing, generalizing, and applying are also known
as __________.
 Definition
3. Experiential learning activities
Because learning objectives are to specify the performance
(knowledge or skill) that is desired after learning, Bloom’s
taxonomy describes exactly the behavior level the learner will
know or be able to do at the end of the training experience.
Term
1. Explain the difference between teaching and facilitating learning.
 Definition
Traditional education uses instructive-style learning sessions or lectures to teach participants, while facilitating learning get participants involved and helps adults assume responsibility for their own learning
Term
2. Learning activities that include behavioral modeling, simulations, role plays, skill drills, and rewards are modeled from which theory?
 Definition
Behaviorism
Term
3. In preparation for a learning session, a workplace learning and performance (WLP) professional designs the seating arrangements, arranges for (WLP) professional designs the seating arrangements, arranges for refreshments, determines goals, and identifies expectations for the class. What are all these arrangements attempting to positively affect?
 Definition
External and environmental influences
Term
1. Examples of behaviorism techniques
 Definition
prompting, cueing, behavioral modeling, simulations, role play, skill drills and positive reinforcement.
Term
1. Which theory of learning focuses on matching individual needs to appropriate instructional experiences and is particularly useful for helping employees adapt to changes in their work lives?
 Definition
Opportunity - centered
Term
2. What are the five principles of andragogy?
 Definition
self-concept, prior experience, readiness to learn, orientation to learning, and motivation to learn
Term
3. What is an informal philosophy of teaching that focuses on what the instructor does rather than what the participants learn and usually refers to the teaching of children?
 Definition
Pedagogy
Term
1. What does this model represent and how does it relate to adult learning? Physiology > Safety > Belongingness, Esteem> Self-Actualization
 Definition
Maslov's Heirarchy of needs explains the foundations of motivation by categorizing people's needs. Motivation is a fundamental challenge for learning and performance improvement. Establishing a safe climate for learning helps fulfill lower-level needs of adult learners
Term
1. Trainers often use knowledge, skills, and attitudes (KSAs) to describe three types of learning. These three categories are the work of __________and are part of __________.
 Definition
Benjamin Bloom, Bloom’s taxonomy
Term
2. What guidelines did Carl Rogers describe as a critical element to remember in adult learning situations?
 Definition
Facilitators establish the initial mood or climate of the class
Term
3. Ways of learning that stress experience and reflection, and use an inductive learning process that takes the learner through five stages: experiencing, publishing, processing, generalizing, and applying are also known as __________.
 Definition
Experiential learning activities
Term
1. The tell approach to learning, based on the theory that learning occurs through exposure to logically presented information, usually involving lecture, is also known as __________.
 Definition
Cognitivism
Term
2. Which learning theory seeks to involve the right and left hemispheres of the brain and the cortex and the limbic systems of the brain in learning—and by involving the different functions makes learning more natural?
 Definition
Accelerated learning
Term
List the four quadrants in W.E. (Ned) Herrmann’s learning brain model.
 Definition
Upper-left cerebral, lower-left limbic, upper-right cerebral, and lower-right limbic
Most people think with both sides of the brain, but have a strong
preference to think with one side or the other. Although the
two hemispheres of the brain process information differently,
they are complementary rather than competitive. Real power
comes from combining the two; when the right and left sides
of the brain are combined, long-term learning occurs.
Term
Describe three learner preferences as defined by the VAK model.
 Definition
1. Visual (intake by seeing): learners prefer pictures, diagrams,
and other visuals.
2. Auditory (intake by hearing): learners prefer to get information
by hearing.
3. Kinesthetic (intake by doing): learners prefer hands-on
learning.
Term
1. What theory describes how intelligences reflect how people prefer to process information? The theory indicates that most people are comfortable in three to four of these intelligences and avoid the others.
 Definition
Multiple intelligences theory
Term
2. Who popularized multiple intelligences theory?
 Definition
Howard Gardner
Term
1. The workplace learning and performance (WLP) professional is preparing
the instructional objectives, the evaluation plan, and sequence of content for
a new training program. Which step of the ADDIE model is being performed?
 Definition
Design
Term
2. A client wants a designer to develop a training class to improve declining
sales of the salesforce. What is the best thing to do first?
 Definition
Perform a front-end analysis
Term
3. Describe the key benefit of Gagne’s nine instructional events.
 Definition
This theory supports the notion of lesson plan design and an ideal teaching sequence in which learners are more likely to retain the concepts, skills, and procedures taught
to them if they are presented in a way that supports how the mind works.
Term
1. Which instructional design model is based on the assumption that design
happens in a context of project management where a project plan establishes
roles, tasks, timelines, budgets, checkpoints, and supervisory procedures?
 Definition
Seels and Glasgow instructional systems design model
Term
2. How is accelerated learning accomplished?
 Definition
honoring the different learning preferences of each individual learner
and using experiential learning exercises (such as role plays,
mnemonics, props, and music).
Term
A collection of strategies for quickly producing instructional packages
to enable a group of learners to achieve a set of specific instructional
objectives is also known as __________.
 Definition
A Rapid instructional design (RID). A client is short on time to get web-based training developed.
The developer decides to run the design and development
phases in parallel to meet the delivery timeframe. The trade-off
is increased risk to meet a tight timeframe.
Term
1. What are the key differences between the Smith and Ragan model and ADDIE?
 Definition
Smith and Ragan recognize that different instructional design
strategies are required for different situations. Their model
differs in that test items are written within the analysis stage
right after tasks are analyzed. In the ADDIE model, test items
are typically developed during the development stage. Smith
and Ragan also stress the iterative nature of design, which
results in constant revision.
Term
2. When is training the appropriate solution to a performance problem?
 Definition
When the cause of a performance problem is due to a lack of knowledge or skills
Term
1. Who is credited with the idea that a learning objective should contain
a condition statement, a performance statement, and a criterion statement?
 Definition
Robert Mager
Term
2. What are the final behavioral outcomes of a specific instructional event called?
 Definition
Terminal objectives
Term
3. What kind of objectives, also called supporting objectives, support the final
behavioral outcomes of an instructional event by breaking them down into
more manageable chunks?
 Definition
Enabling objectives
Term
What are the four components of a learning objective?
 Definition
1. Audience—who the learning is targeted to
2. Behavior—anticipated outcome that learners should
be able to demonstrate
3. Condition—the environment and resources that must
be given to ensure that learners have a complete
and consistent foundation
4. Degree—indicates what it takes to meet the objective
Term
1. How do you best describe Bloom’s taxonomy and its relevance
to writing objectives?
 Definition
Because learning objectives are written to specify
the performance (knowledge and skill) that is desired after
the learning, the taxonomy specifies exactly what the learner
will know or be able to do at the end of the training experience.
Term
2. Which objective domain focuses on the skills and knowledge relating
to intellectual activity, such as knowing how to change the oil in a car?
 Definition
Cognitive
Term
3. During the design phase, learning objectives are often arranged into a logical
learning sequence. Sequencing and structuring are very closely related.
A __________ is the order in which skills and information are taught,
whereas __________ refers to the relationships among skills and topics.
 Definition
Sequence and structure
Term
What does this figure represent and what are its three components? Must Know> Need to Know> Nice to know in concentric circles
 Definition
A The figure represents a method to grade content.
Must-know information is enabling knowledge that the learner
needs to know to perform the task or job.
Need-to-know information may be needed for the learner to gain
a clear understanding of the essential information presented
during the session.
Nice-to-know information encompasses items that are not
necessary to know and might illustrate points covered.
Term
1. List six factors an instructional designer must consider before choosing
techniques and training materials.
 Definition
Instructional objectives; cost or budget; lesson content;
learners’ background and expectations; time availability;
and facilities, equipment, and material
Term
2. When designing learning, what does the context refer to?
 Definition
Learner characteristics, such as age, educational background,
cultural background, and expectations and reasons
for attending the instruction
Term
3. Advice or information given from one person to another about how useful
or successful an event, process, or action is is also known as __________.
 Definition
Feedback
Feedback is given to participants after training regarding
their progress, which helps with retention and behavior.
Term
1. What is described as an approach to training that ensures that participants
are involved in the process and is based on the cooperative learning approach
in which participants learn from each other in pairs or small groups?
 Definition
Active training
Term
Exercises that include a form of real-life situation so participants can practice
making decisions and analyze the results of those decisions are also known
as __________.
 Definition
Simulations - Simulations can greatly reduce average learning time, and therefore, the cost associated with learning. Simulation exposes the participant to a broad array of scenarios in a short period of time, and shows him or her the results of decisions quickly, so it’s easier to relate to outcomes.
Term
Which e-learning technique enables learners to personally assess what can
be learned, how valuable the content will be, and how difficult it will be?
 Definition
Navigation
Term
A training facilitator demonstrates how to effectively negotiate a contract
with a client. This instructional strategy is most beneficial to what type
of learner?
 Definition
Adult who gather information passively
Term
1. E-learning is outstanding for teaching __________; it has the infinite patience needed to do so.
 Definition
Rote skills
Term
2. E-learning is also an excellent tool for teaching __________.
 Definition
Prerequisite learning
Term
3. When is classroom training the most effective mode of training?
 Definition
For psychomotor skills training
Term
What is used to identify all duties and responsibilities and the respective
tasks performed on a daily, weekly, monthly, or yearly basis that make up
a single job function or role?
 Definition
A Job analysis
Term
What are the key deliverables of a Job Analysis?
 Definition
A validated task list. This task list is a critical deliverable because it can be used
as the foundation to create multiple derivative products,
including curriculum design, behavioral interview guides, self assessment
tools, organizational assessments, job descriptions,
and competency models.
Term
1. What does the primary role of a subject matter expert (SME)
on a project include?
 Definition
He or she works with the team to supply or build the content,
checks the accuracy of the content developed, and works
with the designer to ensure that the design and content
are compatible.
Term
2. SMEs may not be aware of __________ and __________. For this reason, the designer needs to take responsibility for __________.
 Definition
Adult learning theories, instructional design techniques,
ensuring instructional integrity of the materials
Term
1. Describe training needs assessment, which is often also referred
to as training needs analysis.
 Definition
Training needs assessment is the process of collecting
and synthesizing data to identify how training can help
an organization reach its goals.
Term
2. What are the six steps in conducting a training needs assessment?
 Definition
Defining the objectives, identifying the necessary data,
selecting the data collection method, collecting the data,
analyzing and confirming the data, and preparing
the final report
Term
3. List four areas that are measured during training needs assessment.
 Definition
Business needs, performance needs, learning needs,
and learner needs
Term
1. What is used to identify the efficiency and effectiveness of employees?
 Definition
Performance audit
Term
2. Features of __________ are occupational analysis of competencies required
for successful performance, validation of competencies, learner awareness
of criteria and conditions for adequate or excellent performance, and planning
for individual instruction and evaluation for each competency.
 Definition
Competency-based learning
Term
3. What describes training that relates to actual job circumstances because
training is successful only when learners can carry out learned tasks at their
actual workstations?
 Definition
Functional context
Term
1. In what two circumstances is observation a good needs assessment
technique?
 Definition
When assessing the need for skill-based training and when
conducting a program that changes behavior
Term
2. What are three advantages of using interviews as a data-gathering technique?
 Definition
They provide rich data; careful construction of the interview
protocol can yield comparable data across interviews;
and they can be used to flesh out data from quantitative
methods of gathering data.
Term
What are three disadvantages of focus groups?
 Definition
1. They are time and resource intensive.
2. Sometimes a focus group can fall under the influence
of particularly verbal members and give the impression
of unanimity.
3. They are difficult to facilitate with just a single facilitator
both encouraging participation and taking notes.
Term
1. Which instrument has participants rate two contrasting ideas or words that are
separated by a graduated line, either numbered or unnumbered? Participants
indicate frequency of behavior or depth of opinion by circling points on the line.
 Definition
Semantic differential
Term
2. What do quantitative methods of collecting data result in?
 Definition
Hard data
Term
3. The __________ is a linear scale used to rate statements and attitudes.
 Definition
Likert scale
Term
1. Why is keeping up-to-date on learning technologies so important for workplace learning and performance (WLP) professionals?
 Definition
To truly add value to their organizations, they need to provide
current or updated programs, use appropriate technology
for delivery and communication, understand the current
business climate and anticipated changes, and respond to
changing workforce demographics and future training needs.
Term
2. A __________ consists of software that automates the administration
of training. It registers users, tracks courses in a catalog, records data from
learners, and provides reports to management.
 Definition
Learning management system (LMS)
Term
3. Electronic technologies that deliver information and facilitate the development
of skills and knowledge are also known as __________.
 Definition
Learning technologies
Term
Why is it so important to understand the business drivers and needs that give rise to an identified need prior to designing instruction?
 Definition
Because the learning function cannot be a valued and
effective business partner unless the WLP professional
understands the business model, business objectives,
growth factors, and strategic drivers for an organization.
Term
What is the purpose of conducting a SWOT (strengths, weaknesses,
opportunities, and threats) analysis?
 Definition
A SWOT analysis, which is also known as an internal
and external environmental analysis, helps workplace learning
and performance (WLP) professionals determine their strengths
and weaknesses (internal) and their opportunities and threats
(external). Another purpose of this analysis is to identify the
contingencies that aid or prevent achieving the department’s
mission.
Term
1. What is frequently thought of as the “outcome,” or treatment variable?
 Definition
The dependent variable
Term
2. What variable influences the treatment variable?
 Definition
The independent variable
Term
3. What are undesirable variables that influence the relationship between
variables an evaluator is examining?
 Definition
Extraneous variables
Term
Understanding what motivates employees varies by generation; however,
__________ is perhaps the most critical element to consider while
implementing organizational change.
 Definition
Understanding motivating factors
Term
1. List seven things that cannot be copyrighted.
 Definition
Ideas, processes, procedures, methods of operation,
concepts, principles, and discoveries
Term
2. State what can be copyrighted.
 Definition
A tangible description, explanation, or illustration of an idea,
process, procedure, and so forth
Term
1. E-learning requires excellent __________.
 Definition
Instructional design and production
Term
2. Give two examples of types of subjects that classroom learning is more
appropriate for.
 Definition
Motor skills and soft skills
Term
3. List four things for the instructional designer to consider when determining
whether to use e-learning or classroom instruction.
 Definition
Context of the learning, the needs of adult learners, the needs
of the content, and other factors related to instructional design
Term
The practice of using several media in one curriculum is also known
as __________. It typically refers to the combination of classroom
instruction and any type of training that includes self-directed use of
online capabilities.
 Definition
A Blended learning
Some learners have difficulty with online material, even though
it might have been tested extensively with prospective learners.
Others need gentle reminders to motivate them to complete
courses. Using classroom training or coaching can address
these difficulties.
Term
What are the two guiding principles for displaying quantitative data
in charts and graphs?
 Definition
Scaling and Integrity
Term
1. What are the seven principles of adult learning?
 Definition
Andragogy, not pedagogy; time pressures; goal orientation;
previous knowledge and experience; interest limited to directly relevant content; different levels of motivation; and different learning styles
Term
2. The way a person prefers to pick up new content is referred
to as a __________.
 Definition
Learning Style
Term
3. With instructional systems design, Malcolm Knowles’s work tipped
the scale toward a __________ as opposed to a __________.
 Definition
Learner-centered approach, content-centered approach
Term
1. Before beginning the facility selection process, the workplace learning
and performance (WLP) professional should identify participants’ __________
and plan the __________ that matches them.
 Definition
Learning goals, physical settingTheater or auditorium seating is used when the planner wants to maximize the number of participants in one room. It’s not a good arrangement for stimulating group
Term
2. Which seating arrangement is the least conducive to stimulating
group discussion?
 Definition
discussion or participants. Circle, broken circle, and circle-
discussions.
Term
Name two characteristics of distance learning.
 Definition
A1. There is a separation of place, time, or both among learners, instructors, and learning resources.2. Interaction among learners, instructors, and learning resources is conducted through one or more media (use of electronic media isn’t necessarily required).
Term
Name this style of seating arrangement and when to use it.
 Definition
A Circle. A plain circle of chairs is often used to foster an intimate
relationship between participants in which they can interact
in a more friendly setting. This arrangement has no physical
setting for a trainer and creates an equality of participation.
Term
1. A trainer is preparing for a class that will have 12 participants. The class
will involve full group interaction, several small group discussions,
and pair activities. In this situation, which room set up would best
accommodate the class activities?
 Definition
U-shape
Term
2. Distinguish between a distribution method and a presentation method.
 Definition
The distribution method is the means of transmitting
the material, while the presentation method is the format
of the material.
Term
List four benefits of web-based training (WBT).
 Definition
A 1. Cost-effectiveness
2. Accessibility and application
3. Access for learners
4. Self-direction for learners
Expecting dispersed employees to coordinate their schedules
for group training is often not practical. Technology can help
bridge this gap by offering learners access to more resources,
which adds to their body of knowledge in a given topic.
Term
1. Web-based training (WBT) in which instruction is provided in a self-directed
format and is available at times other than when a facilitator is online is known
as __________.
 Definition
Asynchronous web-based training (WBT)
Term
2. What is a message board?
 Definition
Message boards (also called electronic bulletin boards
and threaded discussions) are asynchronous websites where
learners communicate by posting their questions, thoughts,
and observations about the training content.
Term
3. What is a chat room?
 Definition
Chat rooms are similar to message boards, but they are
synchronous, which means the learners and trainer are online
communicating in real time.
Term
1. An __________ is a computer application that’s linked directly
to another application to train or guide workers through completing a task
in the target application.
 Definition
Electronic performance support system (EPSS)
Term
2. In what two circumstances is e-learning a particularly useful tool?
 Definition
For teaching rote skills and for teaching prerequisite material
Term
3. List three drawbacks of classroom training.
 Definition
High cost, difficult to schedule, and temporary (learners don’t
retain knowledge or skills unless they have an opportunity
to practice)
If possible, a trainer should consider a blended approach
to help provide learners with all the skills and knowledge
needed to perform effectively on the job.
Term
1. What typically refers to the combination of classroom instruction
and any type of training that includes self-directed use of online capabilities?
 Definition
Blended learning
Term
2. What are two examples of performance support systems?
 Definition
Job aids and electronic performance support systems (EPSS)
Term
3. What are four characteristics of tasks that are perfect for job aids?
 Definition
Low frequency, high complexity, high consequence of error,
and high probability of change in the future
Technology capabilities drive at least some portion of a
blended-learning solution, but it’s important to consider the
learners’ characteristics (time available, level of motivation,
learning style) and the characteristics of the content.
Term
1. When should self-directed learning not be used?
 Definition
When the learner’s skill, motivation, or ability to be selfdirected
is low and when a program with a self-directed design
is not in place
Term
2. Why should a workplace learning and performance professional know what
new technologies can do?
 Definition
Because technology can be a hindrance or an enhancement
to learning
Term
3. What is necessary to make learning technologies efficient and effective?
 Definition
Partnerships with members of the technical community
(for example, information systems and information technology
professionals)
Term
1. List four ways to create a learning climate based on Malcolm Knowles’s work.
 Definition
Create a safe haven for learning, create a comfortable
environment, encourage participation, and facilitate more
than lecture
Term
2. List four steps to prepare for training delivery.
 Definition
Gain an understanding of the learning objectives, learn
the material, practice the delivery, and prepare questions
to stimulate learning
Term
3. Why is it important to understand the learning objectives prior to delivery?
 Definition
Learning objectives specify the performance (knowledge
or skill) that is desired at the completion of the training.
Term
1. What is the primary difference between an icebreaker and an opening
exercise?
 Definition
A 1. Icebreakers may or may not introduce or tie to the session
content. Opening exercises introduce the subject matter that
will be taught.
Term
2. What are four elements of an effective oral presentation?
 Definition
2. Opener, bridge, main body, and close
Term
List four characteristics of effective openers.
 Definition
A 1. They capture participants’ attention.
2. They reveal the trainer’s style.
3. They raise the participants’ comfort level.
4. They introduce the topic of the presentation.
Games and brainteasers are effective openers that can
function as introductions to problem-solving, competition,
team-building, and consensus-seeking activities.
Term
1. How can a trainer handle a participant who brings up personal
or irrelevant issues?
 Definition
Ask the participant how his or her comments fit with the issue
under discussion
Term
2. List three examples of active training techniques.
 Definition
2. Brainstorming, case studies, and role plays
Term
3. What is best described as activities conducted at the beginning of training
programs that introduce participants to one another; may introduce content;
and, in general, help participants ease into the program?
 Definition
3. Icebreakers
Term
List four activities to consider when closing a presentation.
 Definition
A 1. Do a quick review of the learning objectives and all key points.
2. Do a quick review of the benefits participants got from
the presentation.
3. Ask for a call to action of some kind, if appropriate.
4. Ask participants whether they have any questions.
Term
1. Trainers should be aware of sounding __________ and losing participants’
attention, and they should avoid the use of __________.
 Definition
Monotonous, repetitive fillers
Term
2. Instructors can also leverage some tools available in web-based training
(WBT), such as __________, to immediately determine the group’s
understanding of the material and their ability to answer knowledge-check
questions correctly.
 Definition
Polling questions
Term
3. What are some good guidelines for dressing to facilitate a training session?
 Definition
Good guidelines include wearing the most formal outfit
that might be seen on participants. Make sure it’s comfortable,
practical, and predictable (for example, you’ve worn it before
and know that it won’t suddenly develop static cling
or show perspiration).
Term
1. How can a trainer encourage a participant to continue speaking?
 Definition
By walking toward participants as they answer questions
Term
2. How can a trainer recognize signs of boredom, disinterest, or lack
of understanding?
 Definition
By observing participants’ body language (down-turned eyes,
fidgeting, and slouching often signal boredom)
Term
3. How does facilitation differ from training?
 Definition
Facilitation is used to involve participants, engaging learners
and helping members of a group learn from one another.
Becoming an effective facilitator requires practice, although
good facilitators possess a certain intuition. They know when
to ask a question and when to be silent; when to challenge
a statement and when to remain neutral.
Term
1. Which type of question, often starting with the words “what if . . .,” is used
to get learners to think freely in situations where many answers may be valid?
 Definition
Hypothetical
Term
2. What can be an excellent facilitation tool because it creates just enough
tension to get people thinking?
 Definition
Silence
Term
3. Being aware of the __________, or what else is going on in and around
the discussion, helps the trainer direct the flow of the discussion and “referee.”
 Definition
Context
Term
1. What adjustment will an instructor need to make when moving from
a classroom session on return-on-investment (ROI) strategies to an online
presentation of the material?
 Definition
Schedule more time for interactions
Term
2. Because sometimes trainers do not know the specific training needs
of the target group, they may need to give the training attendees an impromptu
test during the training session. What is the name of this strategy?
 Definition
On-the-spot assessment
Term
3. What are the four characteristics of online communication?
 Definition
Image oriented, interactive, immediate, and intimate
Term
1. As in the classroom, active engagement increases attention to, and
comprehension of, content in online learning programs, but the interaction
should be appropriate. What is an appropriate interaction?
 Definition
Appropriate interaction is an exchange between the learner
and the online learning program that’s relevant to the content.
Term
2. When a trainer provides feedback to a learner answering a question,
what three things should that feedback do?
 Definition
Indicate whether the response was correct, explain why
the response was not correct or give some clarification
on the correct content, and give instructions on how
to proceed
Term
3. List four cases when a trainer should not use a chart pack.
 Definition
When the size of the room or the number of participants
is too large, when the trainer wants to appear more formal
or professional, when the trainer has illegible handwriting,
and when the trainer presents the same program regularly
Term
1. Trainers should use __________ when a presentation is formal and should
present a professional image.
 Definition
Slides
Term
2. Trainers should use __________ when they want to use the revelation
technique—meaning the ability to build a slide, starting with one line and,
with a click of the remote, adding lines one by one.
 Definition
Presentation software
Term
3. A training program can’t be successful unless the workplace learning
and performance (WLP) professional takes into account the __________
and the __________.
 Definition
Current organizational climate, available resources
Term
1. An instructional designer reviewing Herrmann’s brain-based approach
to learning would characterize a person who is logical, analytical, quantitative,
factual, and critical as what type of learner?
 Definition
Left brain, cerebral
Term
2. Summarize the VAK model.
 Definition
There are three categories of learner preference: auditory,
kinesthetic, and visual. People vary in their orientation toward
these three styles.
Term
What are David Kolb’s four learning styles?
 Definition
A Convergers, divergers, assimilators, and accommodators
According to Kolb’s model, learning occurs when individuals
engage in some activity, reflect upon the activity critically,
derive some useful insight from the analysis, and incorporate
the result through a change in understanding and/or behavior.
Therefore, learning does not require a teacher to be a part
of the experience.
Term
1. A trainer observes a learner consistently struggling to follow directions
that have been given verbally to the class. According to neurolinguistic
programming and the VAK model, what is one way for the trainer try
to help the learner start and complete the activity?
 Definition
Write the directions on a flipchart
Term
2. Describe Howard Gardner’s philosophy.
 Definition
He believes that intelligence is multifaceted and traditional
measures, such as IQ tests and SATs, don’t accurately
measure all its facets. He defined intelligence as a measurable
aptitude, an aptitude that can be used to create and solve
problems, and an aptitude valued by the culture.
Term
3. A learner’s primary __________, and the attendant preferred mode
of learning, may be one of the following: print, visual, aural, interactive,
tactile, kinesthetic, or olfactory
 Definition
Perceptual modality
Term
1. Patricia Cross developed the __________ to describe some differencesbetween adults and children so that alternative teaching strategies can be developed
 Definition
Characteristics of adults as learners (CAL) conceptual
framework
Term
2. What results in learners’ long-term retention by honoring the different learning
preferences of each learner and using experiential learning exercises?
 Definition
Accelerated learning - Trainers can add a number of items to create a multisensory
environment: upbeat music, posters posing questions about
the importance of learning, colored paper and pens, sample
training designs enlarged and posted on walls of the training
facility, and hats to represent different brain functions.
Term
3. What technique, developed by Georgi Lazanov, is the instructional application
of stimulating the body and mind at peak efficiency to develop super-learning
capabilities?
 Definition
Suggestopedia
Term
What are the four stages of accelerated learning?
 Definition
A 1. Preparation for learning by engaging the learner’s attention
2. Presentation of material as input to the brain
3. Practice with ideas and skills
4. Review of input to strengthen new connections and apply
them outside the classroom.
Term
1. According to the Myers-Briggs Type Indicator, what are the four dimensions
of personality?
 Definition
Extroversion (E) or introversion (I), perception by sensing (S)
or intuition (N), judgment by thinking (T) or feeling (F),
and attitude of judgment (J) or perception (P)
Term
2. According to Silver and Hanson, what are the four distinct learning styles?
 Definition
Sensing-thinking (ST), intuitive-thinking (NT), sensing-feeling
(SF), and intuitive-feeling (NF)
Term
3. List three tools for determining learner preferences.
 Definition
The Productivity Environmental Preference Survey (PEPS),
the Canfield Learning Style Inventory, and the Learning
Style Questionnaire
Term
1. Why is it important for instructors and trainers to know their preferred teaching
or presentation style?
 Definition
To adjust their presentation style to gain the attention
of the learners
Term
2. List four barriers to communication during training delivery.
 Definition
Language, speech, environmental, and psychological factors
Term
3. Two parties who don’t have a similar command of a language may experience
mild distinctions in meanings that lead to misunderstandings. What is this type
of barrier to communication referred to as?
 Definition
Nuance error
Term
1. An American manager is relocated to the company’s Japanese office
and is offended when not provided a private office. This is an example
of what common barrier to communication?
 Definition
A 1. Environment
Term
2. A training specialist gives instructions to a worker about an exercise
that needs to be completed. The worker smiles agreeably and nods. When
the trainer checks back with the worker later, she discovers that the worker
has not completed the exercise. This is an example of what common barrier
to communication?
 Definition
2. Nonverbal behavior
Term
3. What four variables have an effect on how members of a culture think
and express themselves?
 Definition
3. Social contexting, contexting, authority, and concept of time
Most North Americans and northern Europeans see time as
a tool—something to be divided, used, or wasted. Throughout
Latin America, Central Africa, and the Arab states, time
is viewed as fluid. People from these areas put personal
involvement and completion of projects above schedules.
Term
1. What is the term that describes the relationships of people’s positions
in space?
 Definition
Proxemics
Term
2. When examining models in communication theory, noise is often defined
as __________.
 Definition
Something that hinders the flow of information between
a source and a receiver
Term
3. To address the changing dynamics of the U.S. workforce, what will workplace
learning and performance (WLP) professionals need to do as they plan their
training interventions for the next year?
 Definition
Adopt diversity and multiculturalism programs
Term
1. What allows a workplace learning and performance (WLP) professional to present material in a professional manner and keeps the focus of training on the correct topic
 Definition
Being prepared for training
Term
2. What should half of preparation for a presentation be?
 Definition
Rehearsal
Term
3. Before the session, a trainer should find out as much as possible about ____.
 Definition
The participants who will be attending the training session
Trainers may want to practice some portions of the session
including activities with a small group to determine timing and
find out whether the directions are as clear as they need to be.
Questions sometimes come up that a trainer cannot answer.
A practice run helps uncover critical flaws or omissions.
Term
1. What are the factors that affect human performance?
 Definition
Knowledge, skills, desire, environment, and opportunity
Term
2. What are the factors that need to be defined during the performance gap analysis
 Definition
Driving and restraining forces and current state vs desired state
Term
What is the first component of the ASTD human performance
improvement (HPI) model?
 Definition
The business analysis phase to identify organizational goalsA client might claim that the highest priority is to increase sales.
should push for more details regarding this goal by asking questions. How much of an increase in sales? Is the sales increase to be overall or to a specific part of the market? Does
Therefore, when clients say the goal is to increase sales, it’s
business goal is specific and tied to a timeframe.
Term
1. Describe Gilbert’s behavior engineering model.
 Definition
A1. The model identifies six major sets of factors that affect workplace performance, including information, resources, incentives or consequences, knowledge and skills, capacity, and motivation.
Term
2. Describe Rummler and Brache’s model.
 Definition
the model indicates that optimak performance is obtained when three levels (organization, process, and job or performer) work in hamrony
Term
1. A diagnostic model that is designed to identify the cause of a performance
problem, based on the belief that the cause should drive the solution,
is also known as __________.
 Definition
Harless’s front-end analysis model
Term
2. This model involves determining the importance of the problem and the results
of either solving or ignoring it. If the problem is deemed important, the next
step is to determine if a skill deficiency is involved. What is the name
of the model?
 Definition
Mager and Pipe’s human performance model
Term
What are the three principles fundamental to human performance
improvement (HPI) practice?
 Definition
1. Human performance improvement (HPI) uses a results-based,
systematic approach.
2. HPI focuses on accomplishments before behavior.
3. Organizations are systems.
Term
Name the three tasks of a business analysis.
 Definition
1. Identify the business goals
2. Clarify that they are appropriate goals
3. Determine how specific and measurable the goals are
Term
1. What are six external factors that may affect organizations?
 Definition
Economic, social, political and legislative, workforce,
technological, and competitive
Term
2. Define performance analysis.
 Definition
It is the process of identifying the organization’s current
state and the desired state.
Term
1. What determines if the real root cause has been identified, determines if solutions are properly designed and selected, ensures that the clients’
and stakeholders’ expectations are being met, checks to see if the solution
is working, and identifies lessons learned for the next human performance
improvement (HPI) project?
 Definition
Formative evaluation
Term
2. What measures the solution’s effect on business goals and performance
goals, the costs of the solution, stakeholders’ expectations, participants’
reactions, and return-on-investment?
 Definition
Summative evaluation
Term
1. A __________ serves as a reality check to identify the project’s limiting factors,
which may include budget, time available, timing, space, resource availability,
resource expertise to conduct the analysis, and other organizational priorities.
 Definition
Constraints analysis
Term
2. What kind of analysis identifies the forces that maintain the status quo and clarifies approaches needed to facilitate change?
 Definition
Kurt Lewin’s forcefield analysis
Term
3. What tool is used to help individuals and groups mentally walk through discrete tasks in the sequence of an activity?
 Definition
Flow charts
Term
1. What analysis tool is used to refine a list of brainstormed ideas into something that makes more sense and can be dealt with more easily?
 Definition
Affinity diagrams
Term
2. Practitioners use ____________ most often to collect data for current performance analysis and learner analysis and to gather business needs infromation from a client
 Definition
Interviews
Term
3. Practitioners can use _____________ to gather both qualitative
and quantitative data.
 Definition
Surveys -
Practitioners can use surveys to gather both qualitative
and quantitative data and gain support by providing people
with an input mechanism. They also help employees and
management team members understand that the organization
wants them to succeed.
Term
List 10 types of root causes.
 Definition
A Lack of knowledge or skills, lack of proper physical resources,
a problem or weak link in a process, a need for more information,
a lack of leadership, a lack of information about consequences,
a problem with motives and expectations, inadequate feedback,
inadequate incentives or rewards, and performer’s lack of
capacity to do the job
Term
During what phase of the ASTD human performance improvement
(HPI) model are knowledge, motives, physical resources, structure,
and information analyzed?
 Definition
A The root cause analysis phase
A company experiencing poor sales decides to revamp
the sales training program. But the underlying cause has more
to do with the competitor’s underpricing strategy than with
a need to train salespeople. In this case, a training intervention
would be inappropriate and a waste of resources and staff.
Term
1. Which root cause analysis tool involves asking why a problem persists and continuing to ask why for each response for five iterations?
 Definition
Five why technique
Term
2. Which root cause analysis tool uses the 80/20 rule, which states that 80 percent of the effects come from 20 percent of the causes?
 Definition
Pareto analysis
Term
3. Collecting hard data is critical to the success of a root cause analysis to ensure that the human performance improvement (HPI) practitioner ____.
 Definition
Has all the background information to make objective,
appropriate recommendations.
Term
1. Which performance solution (also known as intervention) category uses
coaching, accelerated learning, job aids, or electronic performance support
systems (EPSSs)?
 Definition
Improving knowledge and skills
Term
2. A practitioner is trying to implement a performance solution strategy and
is aware of the need to facilitate change during this process. He is unsure
of when to analyze and begin planning for the change initiative. __________
is the most appropriate place in the human performance improvement (HPI)
process to begin planning for change.
 Definition
Business analysis
Term
3. What is important to any HPI solution to identify barriers and difficulties
that interfere with employee performance and organizational results?
 Definition
Population analysis
Term
1. After a workplace learning and performance (WLP) professional identifies
a performance gap, she must then select and implement a solution to bridge
the gap. When in this process should she conduct a resource analysis?
 Definition
A 1. Before considering appropriate solutions
Term
2. List six categories of solutions.
 Definition
2. Structure and process, resources, information, knowledge and skills, motives, and wellness
Term
3. Name a structured method a team can use to brainstorm a wide range of
responses to an issue, clarify each of the responses, and rank the responses
from most to least important.
 Definition
3. Nominal group technique
Term
1. Name a form of decision-making matrix that enables the human performance
improvement (HPI) practitioner and stakeholders to identify appropriate
countermeasures for root causes of issues as well as identify and rank
one to three potential solutions.
 Definition
A countermeasure matrix
Term
2. When planning a change management process, a workplace learning
and performance (WLP) professional must analyze all interventions in terms
of their __________ and __________.
 Definition
Cost and expected returns.
Term
List four common mistakes consultants and practitioners make when
they select, design, and implement interventions.
 Definition
A Failure to partner, failure to consider culture, failure to manage
change, and failure to adapt to the client
Regardless of how good the implementation plan is, it will
require adaptation as the process unfolds. The practitioner
will always run into unanticipated barriers and hidden
opportunities.
Term
1. When proposing a change management solution, it is the responsibility of the workplace learning and performance (WLP) professional to __________.
 Definition
Articulate the features, advantages, and benefits of solutions
to stakeholders and decision makers
Term
2. List three reasons that networking and developing partnerships is important in human performance improvement (HPI).
 Definition
To get professional resources when expertise is needed,
to enhance problem solving by discussing challenging
questions, and to get a reality check before investing time
and money in a certain direction
Term
1. Being familiar with several human performance improvement (HPI) models
and knowing some of the advantages and disadvantages of each allows
a practitioner to __________.
 Definition
Adapt to meet the needs of a project or client.
Term
2. List the seven components of the ASTD HPI model.
 Definition
Business analysis, performance analysis, cause analysis,
solution selection, solution implementation, evaluation
of results, and change management
Term
3. List three reasons why systems thinking is important in HPI.
 Definition
Because it looks at problems holistically; small, incremental
changes can have disastrous effects; and it enables
the practitioner to identify high-leverage points for change
Term
1. Name the model that represents different ways that individuals make sense
of and deal with everyday events. Individuals select and process certain
aspects of events and introduce elements from this processing into their
thinking, feeling, and interactions.
 Definition
Ladder of inference model
Term
2. Name an approach to large-scale organizational change that involves theanalysis of positive and successful (rather than negative or failing) operations.
 Definition
Appreciative inquiry (AI) theory
Term
3. Name a practice that allows a diverse group of people to create energizing
and productive meetings that ensure that all issues and ideas raised
are discussed.
 Definition
Open space technology
Term
1. List four stages of transition through mergers and acquisitions.
 Definition
Disengagement, disidentification, disorientation,
and disenchantment
Term
2. Two sets of industry factors are especially important for human performance
improvement (HPI) practitioners to understand: __________ and __________.
 Definition
The competitive environment and compliance issues.
Term
3. Broad company knowledge covers four topics. List those four topics.
 Definition
The industry segment, the organizational structure, formal
and informal power structures, and knowledge transfers
Term
1. What is a generic system configuration that can be applied to many different
situations with the purpose of defining the type of system under scrutiny
and providing the practitioner with behavioral insights into the type of systems
he or she is working with?
 Definition
A 1. A system archetype
Term
2. What is the overall goal of group dynamics in improving human performance?
 Definition
2. To ensure that all team members are involved as effective contributors to the work being done
Term
3. The main characteristic of __________ is when each member of the group
makes his or her stated opinions conform to the perceived consensus
of the group.
 Definition
3. Groupthink
Term
1. What can be used with teams to pose a problem to a group and have
the group work together to find a solution?
 Definition
A 1. Experiential learning
Term
2. List the five stages in Tuckman’s team-maturing model.
 Definition
2. Forming, storming, norming, performing, and adjourning
Term
3. Name the team development model that has stages called the “polite stage”
and “bid for power.”
 Definition
3. Cog’s ladder
Term
1. Name five conflict responses.
 Definition
A 1. Competing, accommodating, avoiding, collaborating,
and compromising
Term
2. A technique to give each team member clear guidance about team roles
 Definition
2. Write down what the group roles will be and what to expect
from each
Term
3. List five ways to use storytelling.
 Definition
3. To capture people’s attention, to send a message that people
will remember, to establish rapport, to build credibility,
and to bring a team closer together
Term
1. Which tool’s purpose is to use diagramming to understand the process currently used and to identify appropriate benchmarks for measuring
process results?
 Definition
A 1. Process mapping
Term
2. What are the four basic components of a process?
 Definition
2. Inputs, outputs, process controls, and resources
Term
1. What kind of questions is used to check for understanding or to test
for consensus?
 Definition
3. Confirm agreement and document in meeting minutes
Term
1. What kind of questions is used to check for understanding or to test
 Definition
A 1. Closed-ended questions
Term
2. During a business analysis of a consulting firm, a workplace learning
and performance (WLP) professional delves deeply into several issues
to gather a complete understanding of the issues facing the firm. Which type
of questioning technique is best suited to gain this level of insight?
 Definition
2. Socratic
Term
3. Why is it critical for a WLP professional to form a complete picture
of the organization that is based on facts, and not opinions?
 Definition
3. To identify root causes A company experiencing poor sales decides to revamp
the sales training program. But the underlying cause has more
to do with the competitor’s underpricing strategy than with
a need to train salespeople. In this case, a training intervention
would be inappropriate and a waste of resources and staff.
Term
1. Measuring what the practitioner intended to measure is called __________.
 Definition
1. Validity
Term
2. The extent to which the assessment can predict or agree with external constructs; determined by looking at the correlation between the instrument
and the criterion measure is __________.
 Definition
Criterion Validity
Term
3. The ability of the same measurement to produce consistent results over time is called __________.
 Definition
3. Reliability
Term
1. In English, significant means important, whereas in statistics, it means __________ true.
 Definition
1. Probably
Term
2. An assessment done while it’s being formed is called __________.
 Definition
formative evaluation
Term
3. A type of test reliability in which one test is split into two shorter ones, achieved by assigning test items randomly to one test half or the other
is called __________.
 Definition
3. Split-halfIn a split-half test, each half is scored, and the correlation of response and consistency. The participants retest with the unused half, which overcomes the memory bias in a test–retest approach.
Term
1. The extent to which an instrument can predict future behaviors or is __________.
 Definition
1. Predictive validity
Term
2. The range where something is expected to be is __________.
 Definition
2. Confidence interval
Term
3. The extent to which the instrument represents the program’s content is __________.
 Definition
3. Content validityLow-content validity means the instrument doesn’t represent a true summation of the program content. High-content validity means the instrument represents a good balance of all the program content.
Term
1. During formative evaluation, a practitioner should try to make sure the training program is __________, __________, and __________.
 Definition
A 1. Understandable, accurate, functional
Term
2. The three types of formative evaluation are: __________, __________, and __________.
 Definition
2. Pilot tests, technical reviews, production reviews
Term
3. What is the purpose of training evaluation? (name several)
 Definition
3. Determining business impact, improving the design of the learning experience, determining the content’s adequacy
Term
1. Questionnaires, follow-up interviews, and observation checklists are used during which level of evaluation?
 Definition
A 1. Level 1 - reaction
Term
2. Paper-and-pencil tests, oral questions and answers, performance tests, and role plays are used during which level of evaluation?
 Definition
2. Level 2 - learning
Term
3. Control groups, managements’ estimates, extant data, and external studiescan measure which level of evaluation?
 Definition
3. Level 5 - monetary impact
Term
1. Action plans, interviews, questionnaires, focus groups, and performance contracts can measure which level of evaluation?
 Definition
A 1. Level 4 - results
Term
2. Performance records, direct observation, and supervisor checklists can measure which level of evaluation?
 Definition
2. Level 3 - behavior
Term
3. Which level of evaluation do you measure during, before, or after the program?
 Definition
3. Level 2 - learning
Term
1. Which level of evaluation do you measure during the program (end of day) or at the end of the program?
 Definition
A 1. Level 1 - reaction
Term
2. Which level of evaluation measures on the job change?
 Definition
2. Level 3 - behavior
Term
3. Which level of evaluation measures the extent of learning and knowledge of the participants?
 Definition
3. Level 2 - learning
Term
1. Which level of evaluation do you measure a few weeks to a few months after the program?
 Definition
A 1. Level 3 - behavior
Term
2. Which level of evaluation measures facilitator style, relevance, interaction, and whether objectives were met?
 Definition
2. Level 1 - reaction
Term
3. Which level of evaluation measures the impact on the organization?
 Definition
3. Level 4 - results
Term
1. PBT (performance-based training) requires that a learner demonstrate both __________ and __________ before leaving training.
 Definition
A 1. Knowledge, skills
Term
2. Another method for organizations to evaluate the effectiveness of training beyond financial measures is called the __________ __________ approach.
 Definition
2. Balanced scorecard
Term
3. An evaluation of an evaluation is called __________.
 Definition
3. Meta-evaluation
To conduct a meta-evaluation during the project management
phase of an evaluation program, a practitioner should analyze
each step to evaluate the evaluation.
Term
1. The sum of all numbers divided by the number of values that makeup the sum is the __________.
 Definition
A 1. Mean
Term
2. The most frequently occurring set of numbers is the __________.
 Definition
2. Mode
Term
3. The middle of a distribution where half the scores are above and half are below is the __________.
 Definition
3. Median
Term
4. The answers to the above three questions are all measures of
 Definition
4. Central tendency
Term
1. The numbers or variables used to classify a system, as in a telephone number or the numbers on a football player’s jersey are ___________.
 Definition
A 1. Nominal data
Term
2. The numbers or variables that allow ranking the order of importance from highest to lowest are __________.
 Definition
2. Ordinal data
Term
3. The multiple dependent variables in a study with multiple independent variables are __________.
 Definition
3. Covariates
Term
1. An unknown or uncontrolled variable that produces an effect in an experimental setting is a __________ variable.
 Definition
A 1. Confounding
Term
2. A variable whose quantification can be broken down into extremely small units (for example, time, speed, distance) is a __________ variable.
 Definition
2. Continuous
Term
3. A variable that falls into one of two possible classifications (for example, gender [male or female]) is a __________ variable.
 Definition
3. Dichotomous
Term
1. Frequently thought of as the “outcome,” or treatment variable, the outcome that depends on the independent variable and covariates is called
a __________ variable.
 Definition
A 1. Dependent
Term
2. A variable in which the units are in whole numbers, or distinct units (for v
 Definition
2. Discrete
Term
3. The variable that influences the dependent variable—such as age, seniority,gender, shift, level of education, and so on—is a __________ variable.
 Definition
3. Independent
Term
1. Analysis that involves looking at participants’ opinions, behaviors, and attributes and is often descriptive is __________ .
 Definition
A 1. Qualitative
Term
2. A commonly used measure or indicator of the amount of variability of scores from the mean and often used in formulas for advanced or inferential statistics
is __________ __________.
 Definition
2. Standard deviation
Term
3. Archival or existing records, reports, and data are known as __________ data.
 Definition
3. Extant
Term
What is a Ishikawa (fishbone) cause-and-effect diagram
 Definition
A cause-and-effect diagram is used to identify, explore,
and display the possible causes for variation. To construct
a cause-and-effect diagram, a clear problem statement should
be developed and placed in a box to the right. Major cause
categories are placed at the end of a main branch, or “bone.”
The diagram is completed by filling in the causes.
Term
1. Two-axis matrixes, flowcharts, dichotomy, and graphic models are all typesof ___________ models.
 Definition
A 1. Synthesis
Term
2. What measurement procedure has the most impact on the extent to which v
 Definition
2. Sampling
Term
3. Three major tasks—sorting, tabulating, and comparing raw with summarized data—are part of what process?
 Definition
3. Analyzing data
Term
1. Data is difficult to express in measures or numbers is __________ data.
 Definition
A 1. Qualitative
Term
2. The primary tools for the visual display of quantitative evaluationare __________ and __________.
 Definition
2. Charts and graphs
Term
3. To avoid bias when looking at statistical significance, it’s important to check the __________ procedure.
 Definition
3. Sampling
Term
Identify this calculation:
Total Benefits / Program Costs
 Definition
A BCR (Benefit-to-cost ratio)
A benefit-cost ratio of 1.0 says that for every dollar investment,
a dollar is returned; this translates into a zero percent ROI that
says the program broke even, or the money was returned.
Term
Identify this calculation: (
Program Costs/Investment) /
(Total Benefits/Cash Inflow)
 Definition
A BE (Break-even)
BE calculates how long it takes for the intervention to pay
for itself. In other words, it tells how many years the program
would need to be in place and be used before it paid for itself.
This formula is also called the payback formula, and is the
opposite of the BCR.
Term
Identify this calculation:
(Total Benefits – Program Costs × 100) /
Program Costs
 Definition
A ROI (Return-on-investment)
When a program’s ROI is 100 percent, for each $1 invested,
$1 was returned in net benefits. In other words, for each
$1 invested, the initial $1 investment is returned plus $1,
so there’s a gain of $1.
Term
what percent of the population does 1 standard deviation represent?
 Definition
The standard deviation is the
distance on either side of the mean (average) to include
68 percent of the population.
Term
This is a model that described both driving and resisting forces
 Definition
A Lewin’s Forcefield Analysis
Forces may be people, traditions, beliefs, norms of behavior,
political or economic conditions, technology, or other factors
that play a positive or negative role in the organization
development effort. Lewin identified the positive change
forces as “driving forces” and the negative ones as “resisting
forces” that maintain the status quo.
Term
What are some uses of analysis for ROI evaluation, cost-benefits, utilities,
and forecasting? (name several)
 Definition
A To measure a program’s economic contribution
To measure the degree of change in retention
To isolate the effects of training
Term
1. When using principles of systems thinking, how do you define the levels
of problems?
 Definition
A1. There are three levels of problems: structures - questions underlying asumptions, patterns - viewing recurrances, events - the instances of the situation
Term
2. Define systems thinking.
 Definition
A method of deep thinking that involves a shift in perspective to the whole organization and, in that process, enables people to pause and reflect on what is important. This way, actions that are undertaken are more imaginative, effective and creative
Term
What are the founding principles of systems thinking?
 Definition
1 There are no final or right answers 2 Cause and effect are not related to time and space 3 Behavior gets worse before it gets better 4 Using foresight benefits the organization
Term
1. Define open systems theory
 Definition
A1. Open systems theory is the view that any organization
factors, raw materials, capital, and information; uses them
in such transformational processes as service delivery or manufacturing methods; and expels them as outputs such as finished goods or customer services.
Term
2. What is a systems view and how can this help an organization’s ability
to improve performance?
 Definition
2. A systems view recognizes the interrelationships of the parts and the importance of their interaction to create the whole. Taking action on any aspect of the system may improve performance.
Term
What is the fundamental basis for chaos and complexity theory?
 Definition
Borrowing theories that physicists and mathematicians
had been exploring for decades, it was discovered that
the universe is a vibrant and chaotic system, not a static
machine subject to our control. As research progressed,
it was determined that, although the universe and other
systems are extremely complex, they contain patterns
that can lead to a greater understanding of their structures
and an ability to predict patterns that they will follow.
Term
1. Explain the difference between chaos and complexity.
 Definition
A 1. Chaos is the study of how simple systems can generate complicated
behavior, whereas complexity is the study of how complicated systems
generate simple behavior.
Term
2. How does chaos and complexity theory relate to organizational change?
 Definition
2. Since the introduction of the Aristotelian-Ptolemaic System (which first
presented a controlled order for the planets), humans have attempted
to find order in their environment. Today, organizations continue this
struggle for order in the way business organizations are managed.
Scientific theories historically progress into the science of business,
and organizations that apply the basic principles involved in the
chaos and complexity theory can learn to exploit their environment
and co-evolve with other chaotic organizations. As research into
the theory has become more widespread, experts have found that
organizations are near perfect examples of complex, nonlinear
dynamic systems—phenomena usually studied by theoretical physicists,
mathematicians, and biologists.
Term
1. Complexity theory is similar to what two accepted management practices?
 Definition
A 1. Learning organizations and systems thinking.
Term
2. List the characteristics of complex systems.
 Definition
2. The whole is more than the parts
Patterns appear throughout the system
Cause and effect is never simple
History does and doesn’t repeat itself
Change comes from chaos
The future can and can’t be predicted.
Term
Describe how chaos and complexity theory offers insight to leadership
and organization of work.
 Definition
A Organization development practitioners should
• Encourage managers to loosen control and allow teams
to self-organize
• Promote a search for alternative or innovative solutions rather
than clinging to past practices
• Engage the whole system to participate in planning, problem
solving, and creating the future
• Help develop and communicate shared values and purpose
throughout the organization.
Term
1. Chaos and complexity theory focuses attention on __________and ____________ mechanisms.
 Definition
A 1. Information and feedback
Term
2. Describe the Senge model of systems thinking.
 Definition
2. Senge’s model involves developing graphs of what happens
in an organization. This model characterizes recurring
feedback loops as system archetypes, which are generic
configurations that fit many situations.
Term
1. What methods do learning organizations create and foster for productive learning?
 Definition
A 1. Culture, vision, strategy, and structure
Term
2. Define chaos as applied to organizational management.
 Definition
2. Chaos is a state where patterns cannot be made nor
details understood. Chaos is the result of an organization
resisting change and then reaching a point where change
is unavoidable. At this point, change occurs rapidly and can
take a system in unexpected directions. Eventually, the system
either reorganizes itself in a viable state or disintegrates.
Term
1. Define complexity as applied to organizational management.
 Definition
A 1. Complex systems have details, whose role in the larger
system cannot be understood fully by examining them apart
from the system. By carefully studying the whole system,
patterns can be identified.
Term
2. What are the four Cs of change?
 Definition
2. Create a vision
Communicate the plan
Connect with people
Congratulate success
Term
How does the organization development (OD) practitioner use appreciative inquiry?
 Definition
As an approach
that can be used in a variety of consulting and coaching
situations, including change interventions and general
facilitation, creating a context for inclusion and participation,
and transforming traditional hierarchical organizations into
workplaces characterized by collaboration, engagement,
and partnership. can help managers transition from
an authoritarian to a more empowering style because
it is participative and inclusive. It is also useful for helping
to renew and reengage professionals who have been stuck
in a routine.
Term
1. Define appreciative inquiry theory.
 Definition
A 1. Appreciative inquiry theory is an affirmative approach
to personal and organization transformation. The appreciative
inquiry approach is based on the assumption that positive
questions and conversations about visions, values, successes,
and strengths have the power to enliven possibilities
and engage people in creating exciting new realities.
Term
2. What is the core belief of appreciative inquiry theory?
 Definition
2. At the core of appreciative inquiry is a belief that reality is
socially constructed—that the world is created in conversation.
Term
1. According to David Cooperrider, the aim of appreciative inquiry is to help the organization do what?
 Definition
A 1. Envision a collectively desired future and carry forth that
vision in ways that successfully translate intention into reality
and beliefs into practices.
Term
2. How does the organization development (OD) practitioner use appreciative inquiry?
 Definition
begin by adding affirmative questions to their coaching,
consulting, and facilitating and getting people talking about
what interests them the most—their ideas, hopes,
and proudest moments.
Term
1. What is the 4-D cycle?
 Definition
A 1. David Cooperrider and Suresh Srivastva developed
the 4-D cycle to guide OD practitioners and clients through
the appreciative inquiry approach The 4-D cycle can be used
for large or small solutions. OD practitioners can even use
the 4-D cycle when coaching individuals and teams.
Term
2. Name the elements of the 4-D cycle.
 Definition
2. Discovery, Dream, Design, Destiny
Term
1. Questions that stimulate discussion are called __________ questions.
 Definition
A 1. Open
Term
2. Questions that check for understanding or test for consensus are called __________ __________ questions.
 Definition
2. Close-ended
Term
1. In what phase of the 4-D cycle do participants explore and discuss their visions, hopes, ideas, and dreams for the future?
 Definition
A 1. Dream
Term
2. A statement that bridges the best of “what is” with your own speculation or intuition of “what might be” is called a __________ __________.
 Definition
2. Proactive statement
It is provocative to the extent to which it stretches the realm
of the status quo, challenges common assumptions
or routines, and helps suggest real possibilities that represent
desired possibilities for the organization and its people.
Term
1. When does experiential learning occur?
 Definition
A 1. Experiential learning occurs when a learner participates in an activity, reviews the activity, identifies useful knowledge
or skills that were gained, and transfers the result to the
workplace.
Term
2. What are the five steps in Pfeiffer and Jones’ experiential learning cycle that explain what must occur during an activity to ensure maximum
learning occurs?
 Definition
2. The five steps are experiencing, publishing, processing, generalizing, and applying.
Term
1. A manager of talent development has been hired by a new technology
company. The main purpose of the manager’s role will be to identify and
cultivate talented individuals within the company. According to Warren Bennis’
seven attributes essential for leadership, which attribute will this manager
be fulfilling in the company?
 Definition
A 1. Taste
Term
2. What is action research and learning?
 Definition
Both a model and a process. In its simplest form, it is a process whereby research or factfinding precedes action and follows it. The thought process
looks something like this: fact-finding, action, fact-finding,
action, and so on. The action research process takes shape
as understanding increases. The process remains focused
on the desired state and how each systemic element needs
to change.
Term
An action learning program derives its power and benefits from what six interactive and interdependent components?
 Definition
1. Problem
2. Action learning group
3. Emphasis on careful questioning and listening
4. Resolution to take action
5. Commitment to learning
6. Group facilitator or learning coach.
Term
1. Which component of action learning focuses on the power to take action or the assurance that recommendations will be implemented.
 Definition
A 1. Resolution to take action
Term
2. Name the three underpinnings of action learning.
 Definition
2. Bloom’s Taxonomy, Six Sigma, Kepner-Tregoe
Kepner-Tregoe describes a practical, straightforward decisionmaking
process by dividing criteria into musts and wants.
The musts are definable into either/or categories. The wants
are those relative measures that are important but cannot
be quantified into yes or no answers.
Term
What are the criteria for determining if a project is appropriate for an action learning group?
 Definition
A Reality, feasibility, authority, and learning opportunities
One of the fundamental beliefs of action learning is that adults
learn best when undertaking action, which they then reflect
on and learn from. A project or task gives the group something
to focus on that is real and important, something that
is relevant and important to them. It creates a hook on which
to test stored-up knowledge.
Term
Name the components of the action learning formula: L = P + Q + R
 Definition
Learning (L) is equal to programmed instruction (P) (that
is, knowledge in current use, books, the person’s mind,
organizational memory, and so on), plus questioning (Q)
(fresh insights into what is not yet known), plus reflection (R)
(recalling, thinking about, pulling apart, making sense,
or trying to understand).
Term
1. Action learning requires group effort and collaboration; therefore, skilled __________ __________ is a must for successful action learning.
 Definition
A 1. Meeting management
Term
2. How is asking questions in action learning different than asking questions in other situations?
 Definition
2. The major difference between asking questions in action
learning and asking them in most other settings is that
in action learning, questions seek not only answers, but also
seek to go deeper, to understand, respond to what is being
asked, and give it thought. Questions are not a quest for
solutions; they are an opportunity to explore.
Term
1. Name some traits of high-performance organizations.
 Definition
A 1. Traits of high-performance organizations include quality
products and services, strong financial results, dedicated
employees, formidable leadership, and a passion
for the business.
Term
2. Describe the hierarchical management model.
 Definition
2. This model divides larger tasks into smaller ones that
people with little or no education could carry out. Nearly
all organizations are broken down into layers of responsibility
with a group of managers who were selected because
of their education, skill, and experience.
Term
1. A combination line and project structure with a general manager at the top of the hierarchy is describe as a __________ model.
 Definition
A 1. Matrix
Term
2. Describe the flat management model.
 Definition
2. In this structure, the line of authority flows from the top to
the lower levels of the organization. On each level, managers
have authority over their areas (for example, credit and HR
managers) and subordinates, who, in turn, have authority
over others, and so on. Every employee reports to a single
immediate superior.
Term
1. The theory that people are motivated to work toward rewards that they want and that they believe they have a reasonable chance of obtaining is called
__________ theory.
 Definition
A 1. Expectency
Term
2. Describe a self-directed work team.
 Definition
2. A self-directed work team combines the best aspects
of the independent craft worker with mass production.
It integrates the craft worker’s intimate knowledge of a task
with all the advantages of standardization and provides
an organizational structure that puts the employees in control
of achieving their goals.
Term
1. When explaining the gaps between where the company is and where it needs to be, honesty about the challenges the employees and the company will face
is imperative. This process of moving toward the desired state is known
as __________ __________.
 Definition
A 1. Remedy selling
Term
2. What is change management?
 Definition
2. Change is a process, not an event. Change management is the process of carefully orchestrating change at each level
of the organization.
Term
Karl Albrecht described the personal change response cycle to help individuals
work though the progressive psychological phases of change response.
What are these phases?
 Definition
A Threat, problem, solution, habit
Individuals are afraid to change the status quo because
of fear of the unknown or fear of a state worse than the status
quo. Then, individuals perceive change to be a lot of work and
problems. Because they no longer know the rules, it’s difficult
for them to complete their jobs. Overcoming the problems
perceived in the previous phase starts to reveal some
of the benefits of the change. As old operating procedures
are forgotten, the new become the norm.
Term
1. Which stage of managing a change project involves coordinating and guiding team members to get the work done according to the plan
and keeping resources and people focused on priorities?
 Definition
A 1. Executing
Term
2. What three things does a forcefield analysis ensure?
 Definition
2. No areas have been overlooked.
The forces to be taken advantage of are known.
There’s time to develop other strategies if the analysis reveals
areas not considered previously.
Term
1. Information about the change that must lead others to believe that the price for the status quo is significantly higher than the price of change is known
as __________ __________.
 Definition
A 1. Pain management
Term
2. What are the five stages of managing a change project?
 Definition
2. Initiating, planning, executing, controlling, closing
In most organizations, it is absolutely critical that top
management be committed and understand the changes
to be implemented.
Term
1. A workplace learning and performance professional is discussing
the importance of involving employees in the change process.
What is the reason for doing so?
 Definition
A 1. Involving employees helps them to become committed to the change.
Term
2. List the steps of performing a needs analysis to define a need for change.
 Definition
2. Conduct external and organizational scans.
Collect data to identify business needs.
Identify potential change initiatives.
Collect data to identify performance, learning, and learner needs.
Analyze the data.
Deliver data analysis feedback.
Design the change initiative.
Term
describe the A Sender/receiver model
 Definition
Miscommunications, censored feedback, and poor listening
can diminish a conversation or communication. A person may
not hear what someone is saying even if he or she hears the
words being spoken. Communication between two people
goes through each person’s filters. The model shows how
messages change as they pass through the filters (mindset,
biases, and opinions) of the sender and receiver.
Term
1. A training professional is facilitating a meeting with key stakeholders. The meeting begins with the facilitator making the following presentation:
“Good morning, uh, thanks for coming today. I am, uh, especially thankful
for, uh, your participation today in, uh, our discussion.” The intelligibility issue
exhibited in this situation can be characterized as __________ ___________.
 Definition
A 1. Vocalized pauses
Term
2. What are the five levels of listening?
 Definition
2. Passive listening
Listening for knowledge
Active listening
Listening for clarification
Empathetic listening.
Term
Why is eye contact a crucial factor in communication?
 Definition
A Effective eye contact enhances credibility. Speakers who
demonstrate better eye contact with their listeners usually
strike these listeners as more competent and more in control.
Old advice, such as looking over the tops of listeners’ heads
or systematically glancing at parts of the crowd, is not
effective eye contact. Furthermore, looking directly at only
one part of the crowd—especially only those listeners who
give reinforcing feedback—can cause the presenter to ignore
the other parts of the crowd.
Term
1. Describe motivation theory.
 Definition
A 1. Motivating employees to achieve their potential is one of the
most difficult challenges facing any manager or supervisor.
Motivation theory involves giving managers the background
they need to understand what motivation is and how to tap
this drive among their employees.
Term
2. What five characteristics does every job have that influences the motivation of employees?
 Definition
2. Skill variety, task identity, task significance, autonomy,
feedback
Term
1. What two influences have a great effect on the motivation of employees?
 Definition
A 1. Management and performance
Term
2. Name the five mistakes managers often make that affect motivation.
 Definition
2. Misplacing ownership
Misaligning incentives
Saving recognition
Playing favorites
Misspeaking praise.
Term
1. What are the three basic, general management styles?
 Definition
A 1. Dictatorship, anarchy, democracy
Term
2. What are the four personal social styles according to Harvey A. Robbins?
 Definition
2. Analytical, amiable, drivers, expressive
Term
3. People with this social style are often perfectionists who deal in logic and details and tend to keep feelings to themselves.
 Definition
3. Analytical
Term
The ability to accurately identify and understand a person’s own emotional reactions and those of others can be defined as __________ __________.
 Definition
Emotional intelligence is the basis for personal qualities, such
as realistic self-confidence, personal integrity, knowledge
of personal strengths and weaknesses, resilience in times
of change or adversity, self-motivation, perseverance, and
the knack for getting along well with others.
Term
Complexity theory is mastered when what tasks are successfully completed?
 Definition
A Organizations that master complexity theory succeed because
they perform these tasks:
• Know their identity.
• Explore and exploit their environment.
• Interact and co-evolve with other organizations.
• Study a relationship among its component parts.
Term
1. What is the difference between synchronous and asynchronous e-learning?
 Definition
1. Synchronous learning occurs with a live instructor and asynchronous does not (i.e., self-paced, self-directed instruction).
Term
2. A general term for describing any learning event that uses computers as the primary distribution method; the term typically refers to text-based,
computer-delivered training.
 Definition
CBT - Computer Based Training
Term
3. Anything delivered, enabled, or mediated by electronic technology for the explicit purpose of learning is called __________.
 Definition
3. E-learningThe term e-learning includes online learning, WBT, and CBT. E-learning excludes instruction that might be classified as “distance learning” but is not delivered in an electronic
Term
To encourage engagement with the material, CBT must grab learners’ attention
and hold it throughout the session. Program design should focus on what five
elements to encourage learner engagement?
 Definition
Entertainment, interaction, control, usability, and customizationWhen assessing the program’s terms of engagement, the designer should ask these questions:
Does the program require the learner’s active involvement?
Can the learner tell what to do on every page?Is the program relevant, flexible, and personal?
Term
A software program that provides just-in-time, on-demand information, guidance, examples, and step-by-step dialog boxes to improve job performance without
the need for training or coaching by other people is an _________.
 Definition
A EPSS (Electronic Performance Support System)
Term
What is an EPSS?
 Definition
An EPSS is a comprehensive computer-based job aid. EPSS
applications often include
• databases of job-related information organized to facilitate rapid
access and optimize clarity
• calculators and wizards that simplify and automate procedures
• decision-support modules that offer intelligent assistance
with problem solving
• embedded tutorials and simulations that provide instruction
in work-related concepts and procedures.
Term
1. A collection of code containing instructions for a computer to perform a specific action is called __________.
 Definition
A 1. Scripting
Term
2. A self-contained chunk of instructional material is a __________.
 Definition
2. Learning object
Term
3. What is defined as a computer-based technology that gives learners a realistic, three-dimensional, interactive experience?
 Definition
3. VR (virtual reality)
Term
1. What is a LCMS?
 Definition
A 1. A learning content management system (LCMS) packages
content (courses and learning materials) for print, CD-ROM,
or electronic publication.
Term
2. What are two examples of collaborative software?
 Definition
2. Email, whiteboards, bulletin board systems, chat rooms,
and online presentation tools.
Term
3. What does LMS stand for and what features does it include?
 Definition
3. A learning management system (LMS) automates
administering, tracking, and reporting of ILT (information
and learning technologies) and online training events.
Term
1. Determining needs; defining the scope and budget; creating and sending the RFP; evaluating proposals and selecting a vendor; notifying the vendor
and negotiating the contract; implementing the project; monitoring
the schedule; and completing and evaluating the project are all steps
in the __________ process.
 Definition
A 1. Outsourcing
Term
2. Having defined and identified its needs, an organization uses an__________ to communicate its requirements to potential vendors and define how those
requirements are measured.
 Definition
2. RFP (request for proposal)
Term
What is an RFP?
 Definition
An RFP asks the vendor to explain its capabilities for supplying
the needed services, at what cost, and at what level of quality.
An RFP reflects the criteria the team has developed and notes
ways to assess how each prospective supplier measures
up in each area.
Term
1. What is a cost plus incentive fee?
 Definition
A 1. When time is critical, a vendor or resource can get a bonus
if a contract is completed ahead of schedule.
Term
2. What type of contract is described as requiring analysis and developmentand a negotiated percentage of the overall cost is identified as profit?
 Definition
2. Cost plus fixed price
Term
3. If a certain percentage of a contract’s fixed fee is based on employees’ successful performance on the job, this is called a __________ __________
contract.
 Definition
3. Performance based
The performance based approach works only when desired
performance can be described and measured specifically
Term
1. The person in the organization responsible for all training projects and delivery is the __________ __________.
 Definition
A 1. Training manager
Term
2. Self-study guides, job aids, instructor-led materials, technology-delivered training deliverables, and assessments are all examples of __________.
 Definition
2. Courseware
Term
3. As part of the design process, after course designers develop a courseoutline that organizes topics and types of skills needed, they develop training
__________ in the A-B-C-D format.
 Definition
3. Objectives The A-B-C-D format defines each element of an objective,
including audience, behavior, condition, and degree.
Term
1. A training director is developing a big-picture perspective of what types of courses and content the training organization offers. What is this
director developing?
 Definition
A 1. Program curriculum
Term
2. Workplace learning and performance professionals should link training not only to existing programs and systems, but also to current and future
__________ __________.
 Definition
2. Business needs
Term
3. The process of systematically organizing the future; a process in which managers and other professionals use past experience as a filter for future
decisions is __________ __________.
 Definition
3. Strategic planning
Term
1. Name the tasks involved in the formulation phase of strategic development.
 Definition
A 1. Identify organizational values; develop mission, vision,
and value statements
Term
2. Specific descriptions of what the workplace learning and performance professional or learning function has brought or will bring to the organization
in terms of performance improvement, financial gain, why sharing this
information is relevant, and what the learning function needs for the future
are, are called __________ statements.
 Definition
2. Value
Term
1. The organization’s financial condition, managerial abilities and attitudes, facilities, staffing size and quality, competitive position, image, and structure
are all considered during an __________ __________ analysis.
 Definition
A 1. Internal environmental
Term
2. Elements such as the organization’s economic condition, legal and political realities, social and cultural values, the state of technology, the availability
of resources, and the organization’s competitive structure are all considered
during an __________ ___________ analysis.
 Definition
2. External environmental
Developing a strategic plan includes creating a strengths,
weaknesses, opportunities, and threats (SWOT) analysis,
also known as an internal and external environmental analysis.
This analysis helps workplace learning and performance
professionals determine their strengths and weaknesses
(internal) and their opportunities and threats (external).
Term
1. Name the tasks involved in the development phase of strategic development.
 Definition
A 1. Conduct an analysis of strengths, weaknesses, opportunities,
and threats (SWOT); establish strategic goals (two to three
years to attain); develop strategies to attain those goals.
Term
2. How often should strategic planning occur?
 Definition
2. Continually and on an as-needed basis
Term
3. Name the tasks involved in the implementation phase of strategic development.
 Definition
3. Establish short-term objectives (six months to a year); create
action plans to reach those objectives; allocate resources
to work toward those objectives; motivate employees to reach
those objectives.
Term
1. After identifying the training department’s values, developing the mission statement and vision, and conducting the SWOT analysis, the training
manager should develop __________ __________ and objectives.
 Definition
A 1. Strategic goals
Term
2. Name the tasks involved in the evaluation phase of strategic development.
 Definition
2. Review strategies, measure performance, take corrective action
Term
3. In which phase of creating a strategic plan should a training professional conduct a SWOT analysis?
 Definition
3. Development
Term
Comparing actual performance with ideal or expected outcomes and then trying
to resolve any meaningful differences to keep their operations aligned with
the organization’s plan is part of which function of management?
 Definition
Controlling - Some means of control that offer valuable feedback include
the budget, quality control programs, and the training
manager’s own observations. Control information must
be timely; if it’s not received in time to take corrective action,
the control system is inadequate.
Term
What are the activities the training manager is responsible for in ensuring that the training department helps the organization achieve its goals?
 Definition
• Providing vision, direction, values, and purpose to employees
• Motivating and inspiring people to work toward organizational goals
• Planning and budgeting appropriately to reach organizational goals
• Supervising the operations and staffing of the training department
• Aligning people with departmental and business goals
• Controlling issues and solving problems
• Assessing training needs
• Acting as an internal consultant
Term
1. During which phase of strategic plan development does feedback and corrective action take place?
 Definition
A 1. Evaluation
Term
2. Which leadership function is concerned with setting goals and objectives, developing strategies, and establishing priorities?
 Definition
2. Planning
Term
3. Dividing work into jobs, assigning those jobs to people, delegating authority so that everyone can perform their jobs effectively, and creating
an environment of cooperation and understanding are all part of which function
of management?
 Definition
3. Organizing
Term
1. A constant leadership task involving using all activities in the organization to give employees the resources and the means they need to accomplish
goals is part of which function of management?
 Definition
A 1. Coordinating
Term
2. Leaders at all levels of the organization are responsible for making the right
things happen. The purpose and the long-range goals help define what
is right for a particular business.
 Definition
2. Directing
Term
3. Challenging the process, inspiring a shared vision, enabling others to act, modeling behavior, and encouraging organizational and individual outcomes
are part of which function of management?
 Definition
3. Leading
Term
What identifies the minimum time schedule for completing all the tasks in a project with several tasks overlapping or depending on an earlier task?
 Definition
A Critical paths
Because tasks in the critical path take the most time, this
path drives the project end date. Tasks on the critical path
should receive special attention. For projects running behind
schedule, project managers need to examine only critical
path tasks to determine which tasks need more resources
or to change sequencing to affect the project’s end date.
Term
1. A project manager has been assigned to a new project and has finishedcollecting information and is now developing several planning worksheets.
She is most likely creating a __________ __________.
 Definition
A 1. Gantt chart
Term
2. Which project management tool is used in planning and integrating the project and represents a graphical hierarchy of the project, deliverables, tasks,
and subtasks?
 Definition
2. WBS (work breakdown structure)
Term
3. During the project life cycle, ensuring that the project work and only the approved project work is completed is called __________.
 Definition
3. Scope
Term
What is PERT (program evaluation review technique)?
 Definition
PERT is a diagramming technique that enables project
managers to estimate a range of task durations by estimating
the optimistic, pessimistic, and most likely durations
for each task.
Term
The extent to which a job requires a worker to perform all the tasks necessaryto complete that job from the beginning to the end of the production process
is called __________ __________.
 Definition
A Task identity
For example, a crafts worker who transforms a piece
of wood into a custom-made piece of furniture has higher task
identity than a worker who performs only one of the numerous
operations required to assemble a television.
Term
1. The degree to which a job gives an employee the freedom and discretion to schedule different tasks and decide how to carry out those tasks is called
__________.
 Definition
A 1. Autonomy
Term
2. The process of developing, motivating, deploying, and aligning people to increase business performance is called __________ __________.
 Definition
2. Performance management - To aid in this process, performance management systems
are computer-based systems that HR uses to understand
which employees need to develop required skills
and expertise.
Term
1. Performance management is primarily concerned with what processes?
 Definition
A 1. Developing, motivating, deploying, and aligning people to increase business performance
Term
2. The degree to which a worker believes the job is meaningful because of its effects on people inside the organization (such as co-workers) or outside
the organization (such as customers) is called __________ __________.
 Definition
2. Task significance - For example, teachers who see the effect of their efforts
in well-educated and well-adjusted students enjoy high task
significance compared with a dishwasher who monotonously
washes dishes as they come into the kitchen.
Term
1. Which environmental factor includes technology, new products, and changes in systems processes or policies?
 Definition
A 1. Internal
Term
2. The internal and external forces that direct an organization’s strategy, goals, business needs, and performance needs are called __________
__________.
 Definition
2. Business drivers
An example of an external business driver is government;
regulation or deregulation forces changes in competition
or the overall business environment. An example of an internal
business driver is technology; new innovations in technology
create opportunities or needs for changes in information
storage and processing.
Term
1. Shortages in the number of employees or in the number of employees with a certain skill set, union demands, and employee needs to balance family and
work relationships are all ___________ factors that influence an organization.
 Definition
A 1. Employees
Term
2. Contracts for full- or part-time employees and vendor agreements for services and raw materials are all __________ factors that influence an organization.
 Definition
2. Contractual
Term
3. Economic changes, human resource and skill shortages, governmental decisions, public perception, and market or customer requirements
are all __________ factors that influence an organization.
 Definition
3. External - Examples of external factors include upturns or downturns
in the economy, embargos or trade restrictions, and other
economically-driven situations.
Term
1. A training director new to the company spends much of his first few weeks learning about the company’s history, mission, goals, strategy, tactics, vision,
and plans. This information will help the new director understand what?
 Definition
A 1. Company culture
Term
2. Technology; new products; shareholder or financial influence; and changes in systems, processes, or policies are all ___________ factors that influence
an organization.
 Definition
2. Internal
Term
3. To help facilitate the flow of information in knowledge in an organization, __________ ___________ enable different groups in an organization
to share documents and information, create lists of links in simple web pages,
and discuss issues of mutual interest.
 Definition
- Also known as knowledge exchange networks, knowledge
exchanges are restricted to members within an organization
or to designated community members, such as external
project team members, vendors, and so forth.3. Knowledge exchanges
Term
1. Worker skills, corporate responsibilities and ethics, population shifts, immigration, migration, age, and gender are examples of which external
environmental factor that may influence an organization?
 Definition
A 1. Sociological
Term
2. An inventory of the political, economic, sociological, cultural, global, technological, and employment forces that influence the way an organization
functions is an __________ ___________.
 Definition
2. Environmental scan - The scan involves analyzing the current environment
and the trends that may affect it and assessing customer
needs and stakeholder expectations.
Term
1. An instructional designer needs to include information on current legislation regarding forklift safety in her training class. Who is the official source charged
with providing specific safety standards?
 Definition
A 1. Secretary of Labor
Term
2. In fair use of copyright law, purpose and character of the use means what?
 Definition
2. Fair use refers to whether the use of material is commercial in nature or for nonprofit educational purposes.
Fair use standards may apply to training materials as well.
Trainers often make a single copy of a copyrighted material
for personal use. Training managers should check with
the copyright holder before making multiple copies
of copyrighted works.
Term
1. At what point does selection for a training program become a potentiallegal problem?
 Definition
A 1. A potential legal problem occurs whenever a measure used
for a significant employment decision, such as selection
for a training program, is discriminatory.
Term
2. What are the implications for a training manager when an industry requiresemployees to hold appropriate licenses and certifications?
 Definition
2. Training managers may be responsible for offering courses
for licensing and certification and maintaining a database
that tracks all employees, their licensing status, and
compliance with any ongoing training and licensing renewals.
Term
3. What two acts that include guidelines regarding union activity will affect training and development?
 Definition
3. The National Labor Relations Act (NLRA) or Wagner Act
and the Labor-Management Relations Act or Taft-Hartley Act.
Term
What are the considerations regarding securities and financial reporting laws for training managers?
 Definition
A Training managers must ensure that employees in finance
and accounting departments have the training needed
to ensure that the organization is in compliance with how
they prepare and publish financial statements.
High profile securities and accounting scandals, such as
Enron, sparked the passage of the Sarbanes-Oxley Act
of 2002 to protect investors from fraudulent accounting
activities by improving the accuracy and reliability of corporate
disclosures.
Term
1. What factors depend on whether a use is fair?
 Definition
A 1. Copyright protects purpose and character of the use (use of material
is commercial or for nonprofit educational purposes); nature
of the copyrighted work; amount used in relation to the copyrighted
work as a whole; effect on market potential for or value of the
copyrighted work.
Term
2. What does copyright protect?
 Definition
2. Copyright law protects the expression of an idea (but not the idea
itself) in some tangible form (book, magazine, video, film, and
so forth).
An author has an idea for a book, but the premise is not documented
anywhere. The author reads an article with a similar premise.
Can the author claim copyright infringement? No.
Term
What does the ADA require of employers?
 Definition
A The Americans With Disabilities Act (ADA) requires that
employers do not discriminate in any aspect of employment
(application, selection, on-the-job training, advancement
in wages and benefits, etc.)
Employers must ensure that employees with disabilities
have reasonable accommodations (auxiliary aids) such
as interpreters, magnifying glasses to aid reading,
and instructional materials with oversized lettering for those
who are visually impaired.
Term
1. Using a __________ __________ to isolate the effects of e-learning provides the most compelling evidence for the impact of e-learning, but is not always
feasible in a business environment.
 Definition
A 1. Control group
Term
2. Electronic technologies that deliver information and facilitate the development of skills and knowledge are __________.
 Definition
2. Learning technologies
Term
1. List four things a coach does.
 Definition
A1. Identifies performance gaps, wins commitment to learning, constructs applied practice, and drives continual application
Term
2. Define coaching and its primary role.
 Definition
2. Coaching is the process of addressing the issues of a particular employee to help achieve organizational goals
Term
3. A top executive needs help with some processes and strategic decisions
|that he has not encountered previously. Due to his level in the organization,
he prefers to keep his need for coaching in this area confidential. What
is his best solution to keep the coaching sessions confidential from
internal resources?
 Definition
3. Hire an external coach whose results are tied to a specific
Term
1. A workplace learning and performance (WLP) professional is supporting a client in a coaching role when she learns through conversations with
the client that a future acquisition is being prepared by the client’s company.
The WLP professional resists the urge to purchase stock in the company
despite the fact that this information was divulged openly to the WLP
professional in one of the many discussions with the client. This scenario
is an example of a coach __________.
 Definition
A1. Avoiding a conflict of interest
Term
2. When is coaching an appropriate solution?
 Definition
2. Coaching is an appropriate intervention if the employee, for example, does not understand the appropriate expectations or priorities or how to correctly complete a task to performance standards.
Term
1. How is mentoring different from coaching?
 Definition
A 1. Mentoring is a longer-term process, and mentors have
no responsibility to participants for personal and professional
development.
Term
2. What occurs when managers improve the performance of employees
by getting them to take ownership for their performance choices and ultimately
the outcomes of their performance?
 Definition
2. Performance management
Term
What helps people evaluate their behaviors, discover and learn more
productive behavior patterns, and is often part of a measurement
outcome or employee evaluation?
 Definition
Counseling helps people evaluate their behaviors and discover
and learn more productive behavior patterns. Employee
performance can fall short of expectations for a number
of reasons that have nothing to do with the employee and
more to do with the organization’s systems and procedures.
A negative consequence, a missing resource, a lack of training,
or a time constraint may prevent optimal performance. Counseling
starts by identifying the problem but may require more time
in the work setting to find out what is really happening.
Term
What are four characteristics of highly motivated clients?
 Definition
A 1. Eager to succeed
2. Open to support
3. Interested in trying different things
4. Learning oriented
Term
1. In __________, the focus is on the fundamental change of thinking patterns
and behaviors.
 Definition
A 1. Double-loop learning
Term
2. In __________, people learn and use new skills for necessary but incremental
change.
 Definition
2. Single-loop learning
Term
3. In __________, people make fundamental shifts about how they view
themselves and willingly alter their beliefs and values about themselves
and about the world (a transformational act).
 Definition
3. Triple-loop learning
Learning to create a project planning document is an example
of single-loop learning. An example of double-loop learning
is learning and practicing effective planning habits. Becoming
an inspirational leader who creates and reinforces a culture of
planning and execution is an example of triple-loop learning.
Term
1. According to the International Coaching Federation (ICF), what is the most
important consideration when selecting a coach?
 Definition
A 1. Finding someone the client can relate to
Term
2. For highly confidential and sensitive engagements, an __________ provides
a degree of security that may not be easily felt with an __________.
 Definition
2. External coach, internal coach
Term
3. For any coaching program to succeed, the coach must offer __________
and __________.
 Definition
3. Objectivity, confidentiality
Term
List three pitfalls of coaching.
 Definition
Agreeing with the client when another response would
be more helpful, being judgmental or rigid, and going too fast
or too slow for the client
Coaches should beware of agreeing with clients simply
because they get defensive or bothered when people do not
share their points of view. This is a tricky situation because
coaches want clients to be happy and coachable, but need
to provide them with appropriate feedback to grow and
develop receptivity.
Term
1. The International Coaching Federation (ICF) developed a set of ethical
standards that all of its members must adhere to. The guidelines are divided
into four parts. Name those four parts.
 Definition
A 1. The philosophy of coaching, the definition of coaching,
the standards of ethical conduct, and the pledge of ethics
Term
1. A client and her coach meet to begin working and, after an hour of discussion,
the conversation becomes awkward and silent. The client and the coach meet
several times later over the phone, but the conversations become shorter and
less planned. It becomes apparent to the coach that the client has become
disconnected and bored. What has likely happened to the relationship?
 Definition
A 1. Poor chemistry existed between the client and the coach
Term
2. Which questioning technique seeks to develop critical thinking
and creativity skills?
 Definition
3. Identifying the problem and lack of achievement of a particular
agreed-upon standard
Term
3. Describe the coach’s focus during the analysis stage of the coaching process.
 Definition
3. Identifying the problem and lack of achievement of a particular
Term
1. A workplace learning and performance (WLP) professional is working with
a client on his fear of success. It appears that the client is conflicted about his
emotions around excelling. When working with the client, the theory that best
describes this situation is the __________ theory.
 Definition
A 1. Cognitive dissonance
Term
2. What type of feedback focuses on the future and is designed to help the client
raise performance or prepare for the next level of effort?
 Definition
3. Communication, client motivation, self-management,
and technical skill
Term
3. What are the four most important skills needed to be a coach?
 Definition
3. Communication, client motivation, self-management,
Term
1. According to the International Coaching Federation (ICF), what is the first step
in the coaching process?
 Definition
A 1. A personal interview to assess the client’s current
opportunities and challenges, define the scope of the
relationship, identify priorities for action, and establish specific
outcomes
Term
2. What are the seven characteristics of great dialog?
 Definition
2. Relevance, inquiry, freedom, connectedness, reception,
empowerment, and play
Term
3. What asks for a short or one-word answer?
 Definition
3. Closed-ended questions
Term
1. If the coach asks, “What would happen if…?” what type of question
is she using?
 Definition
A 1. Provocative questions
Term
2. What are some characteristics of good goals?
 Definition
2. They are inspiring; actionable; meaningful; challenging,
but not impossible; and neither too broad nor too specific.
Term
3. The effectiveness of coaching can be crippled if coaches and clients
do not feel comfortable about __________.
 Definition
3. Being open and candid with each other
Term
1. Effective coaches communicate and measure performance in precise,
objective terms. What are the five criteria used to measure performance?
 Definition
A 1. Speed (rate), quantity (number or amount), quality
and accuracy (absence of errors), thoroughness
(completeness), and timeliness (meets deadlines)
Term
2. What are the three parts of a problem-solving model?
 Definition
2. Diagnosing the problem, generating alternative action
or behavior, and identifying consequences for each action
Term
3. Name two theories of motivation that should guide coaching practices.
 Definition
3. Maslow’s hierarchy of needs and McGregor’s theory X
and theory Y of management
Term
1. List five technologies that can be used to connect with clients in coaching.
 Definition
A 1. Phone, voice over Internet protocol (VoIP), online meeting
programs, email, and goal-setting and project-management
software
Term
2. The primary purpose of having an employee self-assess his or her
performance is to build __________.
 Definition
2. Commitment
Term
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 the client’s true attitudes. What coaching technique
is most likely to accomplish this goal?
 Definition
Socratic Questioning
Term
What is socratic questioning?
 Definition
Using Socratic questions to generate inquiry improves
the coach’s ability to remain objective by facilitating
the client’s self-discovery. They help to expand a coach’s
analysis of the situation and increase the number and
the quality of possibilities considered. These questions
also increase the energy of the dialog and improve the
client’s learning.
Term
1. This type of knowledge refers to personal knowledge in one’s head—knowing
how to do something based on experience. It includes judgment, insights,
experience, know-how as well as personal beliefs and values.
 Definition
Tacit
Term
2. This type of knowledge includes information that has been documented
or can be shared with someone.
 Definition
Explicit - For example, a trainer may not have conducted web-based training before, but based on what the trainer has read and heard from others, he or she may know the exact sequencing of steps to log in to the web session and conduct the training.
Term
1. Define knowledge management.
 Definition
explicit and systematic management of intellectual capital and organizational
gathering, organizing, retrieving, leveraging, and using intellectual capital for the purposes of improving organizations
Term
2. What is the key goal of knowledge management?
 Definition
2. To effectively share knowledge throughout an organization for the benefit of the organization or the individual.
Term
1. Organizations capture and store data and information in a central
or distributed electronic environment—often referred to as a __________
__________.
 Definition
1. Knowledge base
Term
2. A group of people who share a common interest in an area of competence
and are willing to share the experiences of their practice is called a
______________________.
 Definition
2. Community of practice Communities of practice may be groups that meet formally, web boards where questions and answers are posted, and other types of collaboration tools, such as message and chat boards. For example, a group of scientists on a LAN may collaborate, share notes, and raise questions.
Term
What are the three key building blocks of knowledge management?
 Definition
A Data – data that is raw and without context and can exist
in any form, usable or not; for example, numbers
on a spreadsheet.
Information – data that has been given meaning; for example,
an annual budget for a training department.
Knowledge – information that when combined with
understanding, enables understanding; for example,
a manager analyzing a drop in training enrollments for specific
classes may take action to identify issues and carry out
strategies to change the trend.
Term
1. How is measurement used to improve best practices?
 Definition
A 1. The goal of best practices is continuous improvement,
and without measurement, there’s no benchmark to know
whether processes and metrics are improving.
Term
2. Many types of learning content management systems use the term
__________ __________ to define the pieces of content that may be used
to build a course.
 Definition
2. Knowledge objects
Term
3. Describe how knowledge can be used as a process.
 Definition
3. Knowledge can be used to assess, change, and improve
human skills and behavior. Ultimately, the focus is to make
knowledge available when it’s needed to change human
behavior.
Term
1. A workplace learning and performance (WLP) professional is developing an
effective education plan that includes classroom training, on-the-job training,
shadowing, mentoring, and interacting with co-workers. Her goal is to bring
best practices to the employees with a focus on __________.
 Definition
A 1. Continuous improvement
Term
2. How people see things based on what type of information they were given
is called __________.
 Definition
2. Personification
Term
What is an example of personification?
 Definition
when looking at best-of-breed information for
excellent customer service between Lands’ End and Dell,
WLP professionals need to recognize that the services these
two customer service organizations provide are dissimilar.
For that reason, Lands’ End may look at the best practices
Dell’s customer service organization is using and apply
it through a filter that could work with Lands Ends’ environment,
systems, and processes.
Term
Reducing information into codified, categorized, reusable content, __________
__________ enables organizations to create short reference materials containing
relevant information.
 Definition
A Information chunking
Term
What is information chunking
 Definition
This type of information is often seen in technical reports
as text boxes or table information. Information chunking
should be logical and convenient information documented in
an easy-to-use format. By creating these snippets, information
is shared quickly and with clarity.
Term
1. A training manager is trying to conduct a knowledge survey to determine
where the origin of a vital training exercise is located. As she works with
one of the founding partners, she discovers some information that refers her
to several persons and other documents detailing vital pieces of information
that make up this knowledge base. Based on the information above, you
can best characterize this situation to be an example of_______________
sampling.
 Definition
A 1. Snowball
Term
2. How did the Internet and technological advances facilitate knowledge
management?
 Definition
2. Technology enabled organizations to begin capturing internal
documents, best practices, and information to support on-thejob
knowledge needs.
Term
1. What are knowledge surveys?
 Definition
A 1. When compiling a knowledge map, most of the knowledge
already exists with employees in the organization.
The challenge is in gathering and organizing information.
Organizations often use surveys or knowledge audits
to synthesize data. Knowledge surveys collect the type
of information employees have as well as the type
of information they need to do their jobs.
Term
2. A process that connects information, education, expertise, and practical
application of people in the organization for the purposes of sharing
and access is called __________ __________.
 Definition
2. Knowledge mapping
Term
1. To clarify the type of information employees need, highlight any barriers
to sharing organizational knowledge, identify repositories of information
and their location, and focus on knowledge processes and workflow,
organizations can conduct a __________ __________.
 Definition
A 1. Knowledge audit
Term
2. Name three tasks involved with knowledge mapping.
 Definition
2. Taking an inventory of what people in the organization have
documented, surveying what information has been entered
into information systems, and identifying sources
of information employees use that come from external
resources, such as websites.
Term
1. What is the purpose of business process analysis?
 Definition
A 1. Business process analysis is a structured method
of documenting business rules and functions to uncover
hidden inefficiencies that highlight strengths that could
be streamlined or leveraged to increase productivity.
Term
2. What is the purpose of a process map?
 Definition
2. A process map is a visual tool used to systematically describe
actions and behaviors in a sequential flow and presents
a clear, visual representation of all tasks and steps to carry
out a particular process.
Term
1. What are four business process analysis tools and techniques related
to Six-Sigma?
 Definition
A 1. Six Sigma DMAIC Methodology, Six Sigma IPO Model,
flowchart diagramming, and evaluation models.
Term
2. What does DMAIC stand for?
 Definition
2. Define, measure, analyze, improve, control
Six Sigma is a business-driven approach to improvement
and increased customer satisfaction that Motorola originated
in the mid-1980s. It’s often used at an operational level to help
cut costs, reduce errors or defects, improve processes, and
reduce business cycle times. At the strategic or transformative
level, the goal of Six Sigma is to align an organization to its
marketplace and deliver real improvements and dollars to the
bottom line. Six Sigma’s primary principle seeks to improve
customer satisfaction by reducing defects.
Term
What is the purpose of flowchart diagramming?
 Definition
A Flowchart diagramming helps identify process boundaries
(where processes begin and end), to identify duplication
of effort, bottlenecks, unnecessary tasks, and where
processes can be improved or simplified.
A team is organized to help management understand
what actually occurs in real life when manufacturing the
widgets—not what is supposed to happen. During these
analysis discussions, team members articulate what needs
to get done at each step in the process, the responsibilities
of each person in the process, and any issues or breakdowns
in the system.
Term
1. A trainer has accessed her company’s training site to make content additions
and tweak user information. She has been enabled to do so by accessing
a __________ __________.
 Definition
A 1. Web portal
Term
2. A category of technology that offers products for creating, storing,
and managing corporate knowledge is called a __________ __________.
 Definition
2. Knowledge repository
Ideally, users know what information is available in repositories.
File systems and document management products fit into
this category, as do products with a means of converting
information (such as text-scanning tools).
Term
1. A training manager is attempting to provide a tool that will allow employees
to readily access small chunks of learning quickly and as frequently
as needed. Which management system will best meet the training
manager’s needs?
 Definition
A 1. LCMS (Learning Content Management System)
Term
2. Email, computer networks, whiteboards, bulletin board systems, chat rooms,
and online presentation tools, that play an important role in the expansion
of e-learning and in collaborating on projects, sharing information,
and communicating are all examples of what?
 Definition
2. Collaboration tools
Term
1. A workplace learning and performance (WLP) professional is beginning work
on a Six Sigma project and needs to access content specific to this topic.
She enters her company’s knowledge management intranet site
and subscribes to several services that can continue to keep her updated
on the topic. Which portal feature has she just benefited from?
 Definition
A 1. Personalization
Term
2. What are web portals?
 Definition
2. Web portals are sites on the World Wide Web that typically
provide personalized capabilities to their visitors. They are
designed to use distributed applications, different numbers
and types of middleware (the software layer between
the operating system and applications), and hardware
to provide services from a number of different sources.
Term
1. A description or design specification for how information should be treated
and organized is called __________ __________. (In web design, the term
describes organizing online content into categories and creating an interface
for displaying those categories.)
 Definition
A 1. Information architecture
Term
2. A _________ is an HTML tag identifying the contents of information
on a website or in a knowledge base.
 Definition
2. Metatag
Information commonly found in a metatag includes copyright
information, keywords for search engines, and page formatting
descriptions. For example, a training manager might pull
information from the knowledge management system that
describes copyright information and keywords for search
engines.
Term
1. A training manager is interested in extracting specific details from the
database. What is the format that best describes the solution she will need
to use?
 Definition
A 1. Query
Term
2. Describe a database management system (DBMS).
 Definition
2. A database management system (DBMS) is a collection
of programs enabling the storage of information in a database.
The primary goal of a DBMS is to provide a storage
mechanism that can support efficient storage and retrieval
of large amounts of data. Employees search for and access
DBMS data to read information or, depending on their user
permissions, modify and extract information.
Term
1. Generated from relational databases and designed to optimize analytical
processing, __________ databases are frequently used for data warehousing
and online analytical processing (OLAP) needs.
 Definition
A 1. Multidimensional database (MDB)
Term
2. Systems that store data in the form of tables linked by a unique identifier,
where relationships require few assumptions as to how data is linked
and related are called what?
 Definition
2. Relational database management systems (RDBMS)
Even though data is stored in many different tables, relational
databases make it easy to work with individual records
for updating. When users query the database, database
information can be viewed in many different ways.
Term
1. An organizational process of developing and maintaining systems that helps
in establishing a system project plan and lists the processes
and subprocesses required to develop a system is called what?
 Definition
A 1. System development life cycle
Term
2. Which systems implementation phase requires converting the blueprint
of the system into computer programming language?
 Definition
2. Coding
Term
3. After action reviews were created by what organization?
 Definition
3. U.S. Army
Term
What is the purpose of an After Action Review (AAR)?
 Definition
An AAR is an effective, structured way to get people to capture
learning from their experiences.
Analog devices provided team members with a one-page
document to summarize what happened during a particular
process. Other team members later review the document
to identify what was learned and how that knowledge can
be used to improve processes, products, and performance.
These one-pagers are then compiled and used during a sixweek
review of all product development projects. Team learning
is gathered and used to modify and improve processes.
Term
A workplace learning and performance (WLP) professional is reviewing
numbers of custom development courses for his company’s new suite
of software products. As he reviews the historical numbers, he notices
a trend of increasing need for custom development. In addition to this
growth, he also notices lag times for final delivery of custom courses
to the client. The two trends are examined and a lack of professional
resources to cover this emerging need is identified. The example
can be best characterized as which stage in the workforce
planning process?
 Definition
Envisioning future needs
Term
1. What is the purpose of strategic planning?
 Definition
A1. To systematically organize the future of an organization
Term
2. What is the purpose of workforce planning?
 Definition
To improve performance by developing human expertise
through organizational development and training
Term
What is the difference between workforce planning and strategic planning?
 Definition
Workforce planning bridges the performance gaps
of the employees, whereas strategic planning is a systematic approach of an organization. In the previous year, the G’Nites Stay Hotels reservation division received 632,000 calls, booking 78 percent of them. Through strategic planning, senior management hopes to surpass these numbers by reducing the average call time for each representative. The workforce plan is to offer further training for reservation agents to help them better assist callers
Term
1. A human resource manager is considering putting together a program
to develop the high-potential employees within her company. She also wants
to begin to match these people with prospective roles within the company
as needed. What type of planning is being described in this example?
 Definition
A 1. Succession planning
Term
2. A human resource manager facilitates a panel of managers to select potential
employees to fill roles within the organization in the future. This facilitation
process can best be described as __________.
 Definition
2. Top down
Term
3. A narrow and temporary approach to filling a position is also known as
__________.
 Definition
3. Replacement hiring
Term
1. A human resource professional has decided to offer a role to an employee
for less money and less status. This type of approach to job movement
can best be characterized as __________.
 Definition
A 1. Traditional
Term
2. List four phases of succession planning.
 Definition
2. Establish the scope; create the plan; implement the plan;
and monitor, evaluate, and revise
Term
3. In what phase of succession planning does identifying external factors
take place?
 Definition
3. Phase 1: Establishing the scope
Term
1. List four tasks that are typical in the job analysis process.
 Definition
A 1. Creating new-hire training, developing behavior-based
interview questions, writing performance objectives,
and helping employees prepare for the next job level
Term
2. Describe task analysis.
 Definition
2. A task analysis examines a single task within a job and breaks
it down into the actual steps of performance.
Term
Which analysis method is best used for processes with short-cycle jobs
in production due to the time-consuming nature of this method?
 Definition
Observation
Term
What is the observation approach in career planning & talent mgmt?
 Definition
This approach involves sitting with the job performer
and observing or recording all tasks as they are completed.
Observation provides a realistic view of daily activities. It can
be time consuming because job performers rarely perform
every task in their job description in the span of one day. Also,
the presence of an observer can sometimes skew behavior.
The benefit of this method is that the analyst will have firsthand
knowledge of the tasks performed and can ask questions
along the way.
Term
1. List five job analysis methods.
 Definition
A 1. Interview, survey or questionnaire, observation, focus group,
and work diary or log
Term
2. An instructional designer and a client are reviewing the development strategy
for a new training program. The client has requested that the training be
thorough, but also be developed quickly. The instructional designer is outlining
the options and discusses a task analysis. Based on your knowledge of task
analysis, what is one disadvantage that would prevent a task analysis from
being successful in this situation?
 Definition
2. Collecting data can be time consuming.
and observing or recording all tasks as they are completed.
Observation provides a realistic view of daily activities. It can
be time consuming because job performers rarely perform
every task in their job description in the span of one day. Also,
the presence of an observer can sometimes skew behavior.
The benefit of this method is that the analyst will have firsthand
knowledge of the tasks performed and can ask questions
along the way.
Term
1. A workplace learning and performance (WLP) professional is working with
stakeholders to examine how existing work is being performed in a particular
role. They also discuss the work desired in the role. This type of analysis
can best be described as __________.
 Definition
A 1. Performance gap analysis
Term
2. What three competency elements constitute most job positions?
 Definition
2. Managerial or administrative, supervisory, and functional skills
Although managerial or administrative, supervisory, and
functional skills elements overlap, practitioners use these
to guide skills assessment and determine qualifications
for a particular job.
Term
1. A workplace learning and performance (WLP) professional is utilizing
a combination of theories on career development that she is incorporating
into her actual situation. The WLP professional is working to ensure
the right balance of reality and theory. Based on your knowledge of career
development, this strategy can best be characterized as __________.
 Definition
A 1. Balance between personal assessment and the market
Term
2. What is the traditional approach to career decision making? Although
the approach is often criticized, it is widely used throughout the industry.
 Definition
2. Trait-and-factor counseling
Term
3. Describe Ginzberg’s theory.
 Definition
3. Starting at the age of 18, people move from career exploration
to a series of events including educational specialization
toward a specific career path and a final commitment
to a career.
Term
1. What are the five stages in D.E. Super’s developmental framework?
 Definition
A 1. Growth, exploratory, establishment, maintenance, and decline
Term
2. What theory breaks occupations down into eight groups of service and six
decision levels and is the basis for a number of tests to help determine best
career choice based on interests?
 Definition
2. Roe’s theory of occupation
Term
3. What is a tool to help predict career success, choice, and behavior by trying
to understand what motivates individuals and the internal conflicts that exist
in all human beings?
 Definition
3. Psychodynamic theory
Term
1. List the seven steps in Krumboltz’s DECIDES model.
 Definition
A 1. Define the problem, establish an action plan, clarify values,
identify alternatives, discover probable outcomes, eliminate
alternatives systematically, and start action
Term
2. A workplace learning and performance (WLP) professional is discussing
a theory with a coworker about how people develop. She suggests that people
make career choices based on their level of comfort or knowledge. This theory
is similar to which approach?
 Definition
2. The career anchors theory
Term
3. A manager is assessing the population of his workforce in terms
of generations. He has characterized a segment of his population to be
“self-reliant and technically savvy.” Based on your knowledge of the generation
differences, this segment likely comprises which generation?
 Definition
3. Generation X
Term
1. The __________ is one component of a succession planning system,
building on the identification of successors and addressing the assessment
of employee mobility to various positions.
 Definition
A 1. Human resource audit
Term
2. The primary reason for 360° feedback assessments is to __________.
 Definition
2. Aid in the employee’s career planning
Term
3. Two types of personality inventory instruments are the __________ and the
__________.
 Definition
3. Myer-Briggs type indicator, DiSC personality profile
Term
List three conditions under which multi-rater feedback may be warranted.
 Definition
A 1. Manager judgments or experience levels are weak.
2. There is a shortage of identified talent.
3. The organizational culture supports structured programs.
Term
1. A human resource manager is documenting the paths employees need
to follow in order to achieve various positions in the organization. This type
of tool or process is best described as __________.
 Definition
A 1. A career profile
Term
2. A human resource manager is attempting to identify the developmental needs
of future leaders at various levels within the organization. What makes the
most sense on how she should go about accomplishing this task?
 Definition
2. Leadership assessments
Term
3. The primary issue facing web-based career counselors is __________.
 Definition
3. Establishing counselor-client relationships
Term
1. A career counselor is trying to help a client find a career that aligns
to the client’s values. Which type of test can be administered to assist
the career counselor?
 Definition
A 1. Strong-Campbell test
Term
2. A career counselor is assisting a client who has worked 12 years as an
education consultant and is now attempting to transition into the technology
field. What career development model is being demonstrated here?
 Definition
2. Spiral
Term
Specific principles, objectives, and program components guide strategic
management development. List three process principles that remain
constant across organizations.
 Definition
A 1. Managers are responsible for their own development.
2. Executives are responsible for the development of their
subordinates.
3. The organization is responsible for providing opportunities
for the growth of all managers.
Term
1. A trainer notices in her workshop that one of her participants is constantly
delving deeply into the details of the topics. Often, the participant
is unintentionally taking the topic off course. Based on Houle’s theory
on motivation, what learner type best describes this person?
 Definition
A 1. Learning oriented
Term
2. What is the most feasible way to ensure that training materials are appropriate
for different countries or cultures?
 Definition
2. To design training materials and other software applications
with multilingual and multicultural participants in mind from
the start
Term
3. Proxemics refers to __________.
 Definition
3. Personal space
Term
1. A German trainer who speaks German and English experiences difficulty
when delivering a course in the United States. As he is training, he notices
that some of the material is not coming across with the same impact
as it does when he trains it in Germany. What is a probable reason
for this situation given your knowledge of diversity, training transfer,
and intercultural languages?
 Definition
A 1. Nuance errors
Term
2. List five approaches to facilitate inclusion.
 Definition
2. Awareness, modeling, targeted interventions, desensitization,
and training
To help facilitate inclusion of employees within the organization
while minimizing differences, many organizations celebrate
differences to help build awareness of different cultures and
groups. Organizations also may emphasize that differences
combine to create unique opportunities, using the-whole-isworth-
more-than-the-sum-of-its-parts rationale.
Term
1. Human capital is an important principle for any human resource manager
to consider because __________.
 Definition
A 1. It can have an effect on the accountability within levels
and employees in the organization
Term
2. What results from a comparison of individual strengths and weaknesses
on the current job and individual potential for advancement to key positions
in the future?
 Definition
2. Individual development plans (IDPs)
Term
3. What is an excellent way to gain invaluable knowledge about a particular
career field or industry?
 Definition
3. Informational interviews
Term
1. List two types of job rotation.
 Definition
A 1. Cross-functional job rotations and cross-country job rotations
Term
2. A workplace learning and performance (WLP) professional is reviewing
content delivery methods for her 1,700 employees training in Six Sigma.
The use of various available learning methods can best be described as
__________.
 Definition
2. Multi-modal learning
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