An instructor is observing participants during an exercise in a classroom environment. The
MOST appropriate feedback to offer is:

A.

Outline two specific things the participant did well, and one specific opportunity for
improvement.

B.

Spend most of the time focusing on the participants' weaknesses.

C.

Focus on all the participants' positive skills in order to build esteem.

D.

Tell everyone that they did a really good job.

Which of the following should an instructor be sure to include in the introduction of a
beginner's class?

A.

The instructor evaluation form

B.

The course evaluation form

C.

The employment opportunities

D.

The outline for the first lesson

An instructor is teaching a week long course for a vendor certification. A few learners are
slowing the class down due to the lack of experience with the product. The rest of the
learners are doing fine with the pace of the class. Which of the following would the
instructor do to BEST assist the less experienced learners?

A.

Slow the pace of the training down to ensure all the learners are learning at the same
level.

B.

Maintain the same pace of the class and work individually with the less experienced
learners.

C.

Suggest the learners retake the course again at a later time when they have more
experience.

D.

Allow the less experienced learners to have additional lab time before or after class

An instructor is conducting a virtual classroom session that also includes a chat room. A
learner becomes confused and sends the instructor an irate private message. Which of the
following would be the BEST response to the situation?

A.

Use the administrator control panel in the virtual classroom client to cut off access for
the irate user until the learner is calm.

B.

Send the user a private chat message explaining the concept better and add a positive
emoticon to calm the learner.

C.

Reply to the class and ask the class to use appropriate netiquette when responding to
any messages.

D.

Rephrase the comment into an anonymous question in case other learners are confused
and discuss as a group.

While the class is working on training modules, the instructor intermittently polls them to
determine their pace in relationship to the daily objectives. Which of the following BEST
describes what skill the instructor is demonstrating?

A.

Determine and apply appropriate motivational strategies for individual learners.

B.

Provide assistance for learners to identify and achieve initial, intermediate and terminal
objectives.

C.

Control the flow and timing of the course based on learner needs ensuring that
objectives are covered.

D.

Monitor learner comfort level during the use of participatory activities

During an extensive needs analysis, the training group discovers that the organization's call
center team is failing to mention add-on products and there are a large number of customer
calls which are either abandoned or escalateto call center managers. The marketing area is
adamant that call center agents refer to the add-on products in order to increase sales. In
designing a training solution, the FIRST step should be to:

A.

Review or revisit call center standards.

B.

Create a special session just for the managers.

C.

Provide a cheat sheet for the add-on products.

D.

Monitor the agents for a week to truly understand their world.

Which of the following is the BEST way to motivate and reinforce learners?

A.

Probe learners for information

B.

Tell stories during the class

C.

Use a variety of techniques during training

D.

Provide end-of-course exams

An instructor is tasked with adding more interaction to an online synchronous program.
Which of the following is the MOST important factor for the instructor to consider?

A.

Physical location of the students

B.

Using more email exchanges

C.

Variation of learning activities

D.

The holiday schedule

An instructor noticed that several learners were not paying attention, not completing the
assigned tasks, and were uninterested in the topic discussed. Which of the following is the
BEST action to motivate these learners?

A.

Assign teams for a competitive group activity.

B.

Stress the importance of focusing at all times.

C.

Move to another topic and come back to this one later.

D.

Send everyone on a break and resume the topic after break

An instructor is approached by a learner that expresses fear that they will not properly
understand the material and may lose their job. This fear is preventing the learner from
participating in the course. Which of the following is the MOST reasonable course of action
for the instructor to take?

A.

Tell the learner that their fears are unfounded and to relax.

B.

Inform the learner they will receive from the course what they put into it.

C.

Remind the learner that the course is designed for their level and they should do fine.

D.

Offer to speak to the learner's supervisor

An instructor is preparing an application form for a new class which presents intermediate
level material on a particular topic. Which of the following information should be included on
the form?

A.

The students' education level

B.

The students' gender

C.

The students' experience

D.

The students' employer

From the surveys, which of the following measurement tools will give the trainer the MOST
meaningful assessment on how successful a course was to a particular audience?

A.

True/false questions

B.

The Likert scale

C.

Open-ended questions

D.

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