1. One of the goals of user support is to enable users to be as self-reliant as possible to reduce their need for support.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 499
2. Training is a teaching and learning process that aims to provide conceptual understanding and long-term thinking skills.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 499
3. Users usually need at least a basic understanding of a computer’s operation before they can become skills users of technology.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 499
4. Training and education are distinct processes that are independent of each other.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 499
5. The first step in technology training is to prepare the training materials.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 500
6. The educational and work experience backgrounds of trainees often impact the content of a training program.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 501
7. Analogies are especially helpful tools when trainees are working on skill-building and expertise.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 501
8. A trainer who is unsure of the ability levels in a group of trainees may need to administer a short pretest to determine their baseline ability levels.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 501
9. A useful source of information about the content trainees need is their position descriptions.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 503
10. When a trainer is confronted with trainees of varying ability levels, the trainer should target the training activities to the lowest ability level to meet the needs of all trainees.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 502
11. In the classification of skill levels trainees need, concepts and understanding are followed by skills and expertise.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 503
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