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ATS 8B - 1 The Art of Tech Support John Abbott College How to Teach M. E. Kabay, PhD, CISSP Director of Education, NCSA President, JINBU Corp Copyright.

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Presentation on theme: "ATS 8B - 1 The Art of Tech Support John Abbott College How to Teach M. E. Kabay, PhD, CISSP Director of Education, NCSA President, JINBU Corp Copyright."— Presentation transcript:

1 ATS 8B - 1 The Art of Tech Support John Abbott College How to Teach M. E. Kabay, PhD, CISSP Director of Education, NCSA President, JINBU Corp Copyright © 1997 JINBU Corp. All rights reserved

2 ATS 8B - 2 Overview l Effective communication affected by variables in – Learner – Channel – Teacher – Message l Evaluation

3 ATS 8B - 3 Effective Communication: Learner variables l Knowledge base l Objectives l Intelligence l Alertness l Motivation

4 ATS 8B - 4 Learner variables: Knowledge base l Define prerequisite knowledge, skills l Ask each student for biography l Explore related areas of knowledge l Identify strengths and weaknesses l Incorporate interests into examples

5 ATS 8B - 5 Learner variables: Intelligence l Less important than frequently assumed l Effective study methods can compensate l Encourage questions, discussion l Praise interventions, ideas, contributions l Offer assistance outside class

6 ATS 8B - 6 Learner variables: Alertness l Sleep deprivation harmful to learning l Use channel variables to enhance alertness l Provide frequent breaks l Respond immediately to inattention l Discourage heavy lunches l Forbid alcohol during training l Use humour and the unexpected

7 ATS 8B - 7 Learner variables: Motivation l Beware forced participation: work to convince of utility l What would you like to be able to do after this course that you cant do now? l Address benefits of mastery l Share experiences in real world

8 ATS 8B - 8 Effective Communication: Channel variables l Time available l Working conditions l Visibility, audibility, clarity l High interactivity

9 ATS 8B - 9 Channel variables: Time available l At least ~3 min/slide on average l At most ~1 hr between breaks l At most ~7 hr/day l If possible, have 1 or more days or sessions for better assimilation and application

10 ATS 8B - 10 Channel variables: Working conditions l Keep room relatively cool l Lights bright if possible l Comfortable chairs l Desks or tables l Printed materials with room for notes l Multimedia: reference articles, videos

11 ATS 8B - 11 Channel variables: Visibility, audibility, clarity l Stand, move, sit l Speak clearly at all times l Slower than conversation l Vary speed l Overinflect for emphasis

12 ATS 8B - 12 Channel variables: High interactivity l Ask questions frequently l Challenge individuals l Turn discussion to personal experiences l Use digressions constructively l Use examples from students experiences l Remember individual students interests

13 ATS 8B - 13 Effective Communication: Teacher variables l Psychology and motivation l Empathy and imagination l Patience l Subject knowledge l Background knowledge l Ethical standards

14 ATS 8B - 14 Teacher variables: Psychology and motivation l Commitment to student achievement l Encourage questions, challenges l Beware feelings of power and superiority l Admit mistakes immediately and clearly l Unforgivable to humiliate students l Every lesson is a chance for teacher to learn

15 ATS 8B - 15 Teacher variables: Empathy and imagination l Remember what it was like being a beginner l Identify basic knowledge and skills l Ensure that basics thoroughly mastered l If necessary, take longer than planned at start l Encourage meetings after class if necessary

16 ATS 8B - 16 Teacher variables: Patience l Find alternative ways of explaining ideas/skills – Analogies – Examples – War stories l When question out of place, defer answer – Later in lecture if suitable – At break or after class l Respect students for wanting to understand

17 ATS 8B - 17 Teacher variables: Subject knowledge l Difficult or impossible to teach without mastering subject l Ideally, create own materials l Use all available resources to supplement knowledge – Textbooks – Articles – Colleagues – Online databases l I dont know; lets try to find out!

18 ATS 8B - 18 Teacher variables: Background knowledge l Read widely in related areas l Bring in analogies from other areas of experience l Use personal life-experiences when suitable l Talk about feelings as well as ideas l Express values openly

19 ATS 8B - 19 Teacher variables: Ethical standards l Work for the students good l Revise materials as appropriate l Provide value for money l Work hours contracted for l Take students other commitments into account l Make it possible to achieve maximum grades l Beware of emotional entanglements with students

20 ATS 8B - 20 Effective Communication: Message variables l Context l Behavioural objectives l Organization l Content l Review questions

21 ATS 8B - 21 Message variables: Context l Provide overview of coming materials l Explain why information matters to students l Focus on practical skills and examples l Consider open-book exams, cooperative learning

22 ATS 8B - 22 Message variables: Behavioural objectives l Avoid internally defined objectives such as knowing, becoming familiar with etc. l What will the students be able to DO? – Read, discuss, decide, design, solve, repair, improve, optimize,.... – Within certain time limits, with certain tools available....

23 ATS 8B - 23 Message variables: Organization l Design course top-down – Sketch out areas of concern, skills – Fill in details l Provide signposts explaining upcoming sections l Start each section with restatement of why it matters l Emphasize mastery of basic knowledge l Point to more advanced topics

24 ATS 8B - 24 Message variables: Content l Use good-quality textbooks if possible l Review current literature – journals – magazines – Web sites l Look for guest lecturers l Arrange site-visits if possible

25 ATS 8B - 25 Message variables: Review questions l Helpful for review purposes l Include passive and active knowledge: – Passive: Which of the following is the component which levitates the flammiger? – Active: How would you levitate a flammiger? l Provide practice in problem-solving; e.g., – A user tells you that....; how would you respond? – The screen display shows.....; what would your next step be?

26 ATS 8B - 26 Evaluation l Difficult issue for many teachers – Not all agree to evaluate intelligence or learning ability – Some insist on evaluating acquired skills l Daily quizzes helpful for review l Select exam questions exclusively from review questions l Use high standard of mastery; e.g., 80% for PASS l Provide extra exams (harder) after period for review

27 ATS 8B - 27 Now go and study.

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