A learner is consistently questioning their performance during a lab activity and needs the instructor's approval. The instructor observes that the learner is very hesitant to do the lab steps but completes the work correctly. Which of the following would the instructor do to BEST aid the learner?

A. Immediately go back to observe the learner when lab activity is required

B. Help other learners first then go to the one learner.

C. Allow time before or after class for the learner to complete the activities.

D. Reaffirm the correct abilities of the learner

When presenting a topic, which of the following is the BEST way to establish eye contact to ensure learner interest and participation?

A. Look around the room as to not intimidate any specific learner.

B. Briefly make eye contact with each learner as the instructor moves around the room.

C. Stop and look at each individual for a few seconds to let them know they are important to the class.

D. Avoid contact and focus on the media being used so the learners can do the same.

An instructor receives poor evaluations for a particular class. Which of the following should the instructor do FIRST to improve the performance?

A. Read the comments to gain understanding of the low scores to find specific areas to work on.

B. Re-develop the course from scratch.

C. Practice the course in front of other instructors to receive direct feedback on how to improve.

D. Contact each learner and ask for clarity on their responses.

Which of the following methods encourages learners to resolve their own inquiries?

A. Hypothetical questions

B. Guiding questions

C. Direct questions

D. Closed questions

A learner asks a question and the instructor gives a response. Which of the following should the instructor do NEXT?

A. Use non-verbal communication as verification.

B. Ask other learners for verification of the answer.

C. Ask the learner. "Did I answer your question?"

D. Ask the learner to reference the technical manual for verification.

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.

During a course, the students express the need for additional training on a specific topic. Which of the following should the trainer do FIRST?

A. Determine if there is time in the current course to cover the topic and add the topic if possible.

B. Extend the course an additional day and provide students the time to adjust their travel arrangements.

C. Inform the client that the students will need an additional course and request the funds to design it.

D. Dismiss the students since the topic was not in the original course and continue training.

Working independently, several learners are completing a computer lab assignment. One learner wants to know when an advanced topic related to the lab will be covered in the course. Which of the following should be the instructor's response?

A. Tell the learner that you are unsure but will email the learner with the answer.

B. Tell the learner when the topic will be covered.

C. Direct the learner to consult another student.

D. Ask the learner why it is important to have this information.

While the trainer is performing administrative functions at a desk, a student approaches the trainer and asks a question. Which of the following employs active listening?

A. Stop working and focus on the student asking the question.

B. Continue working while listening to the student.

C. Focus on the student behind the one asking the question.

D. Stare at the student while listening to the question.

Last week, a trainer completed lecturing on a topic. This week, a learner asks a question related to last week's topic. Which of the following techniques should be used when attempting to encourage learners to answer questions themselves?

A. Use closed questions

B. Refer to online references

C. Ask probing questions

D. Review last week's material