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Training Computer Users
A Guide to Computer User Support for Help Desk & Support Specialists Fourth Edition by Fred Beisse Chapter 10 Training Computer Users 1
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Chapter Objectives In this chapter, students will learn about:
The goals of training activities Steps in the training process How to plan a training session How to prepare a training session How to present a training module How to progress toward quality training A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 2
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What Is Training? Training is a teaching and learning process that aims to build skills that are immediately useful to trainees Related to, but different from, education A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 3
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Education Education: provides conceptual understanding and builds long-term thinking skills Builds basic vocabulary (concepts) Fosters an understanding of general principles Intended to have long lasting effects A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 4
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Training Training Focuses on performing activities and building expertise Evaluated by measuring a trainee’s ability to perform specific tasks Can be short term A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 5
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The Training Process Four Ps of end-user training: Step 1: Plan
Gather information about training objectives Step 2: Prepare Gather and develop materials Organize materials into modules Step 3: Present Deliver training modules Step 4: Progress Evaluate and improve training A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 6
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Step 1: Plan the Training (Overview)
Determine Who the trainees are Background the trainees bring to the training What trainees need to know or be able to do as a result of training Level of skills trainees need What the trainees already know Specific learning or performance objectives A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 7
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Determine Trainee Backgrounds
Skill level Novices Intermediate users Users with advanced skills Age Youth Adults Seniors Motivation Self-selected attendance Required attendance A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 8
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Determine Trainee Content Needs
Discover trainee content needs from: Position descriptions Interviews with: Trainees Supervisors A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 9
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Determine Skill Levels Trainees Need
Lowest Level Concepts: ability to use basic vocabulary Understanding: ability to explain concepts Skills: ability to perform a basic task Expertise: ability to perform a task effectively and efficiently Highest Level A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 10
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Determine What Trainees Already Know
Measure prior knowledge with: Trainee interviews Supervisor interviews Pretests Trainers can adjust for differences in prior knowledge with: Background materials Introductory sessions A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 11
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Appropriate Level of Training Materials
Level of instruction alternatives: Teach to “average” of trainees Target instruction somewhat below “average” Use demonstrations and examples trainees relate to Be aware of trainee diversity Cultural experiences Language backgrounds A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 12
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Define Training Objectives
Learning objective: statement of the knowledge and skills trainees need to learn Performance objective: statement of what a trainee needs to be able to do at the end of a training session Training objectives Usually start with an action verb: Plan, describe, explain, perform, evaluate, analyze, repair Should be measurable A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 13
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Step 2: Prepare for the Training (Overview)
Specify topics to cover Organize the topics Select an effective training format A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 14
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Specify Topics to Cover
Sources of topics Trainer’s knowledge of what is important Training objectives (from Step 1 above) Topics covered by other trainers and writers Examples from successful training materials Tip: decide what not to cover, too Avoid: Copying training materials verbatim Covering too much information Tip: Effective trainers usually cover a little less material, rather than too much A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 15
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Organize the Topics Progress from lower-level skills to higher-level skills Introduce concepts and vocabulary terms first Then provide explanations to build understanding Focus on building basic skills and abilities next Finally, build expertise A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 16
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Training Session Template
1. Introduce trainer 2. Review previous topics 3. Introduce new topic 4 .Establish motivation 5. Present new material Concepts Explanations 6. Perform training activities Teach basic skill and abilities Build skills and expertise 7. Summarize and review main points 8. Describe next steps and resources 9. Obtain evaluation and feedback A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 17
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Select an Effective Training Format
Classes (15-25 trainees) Small groups (12 or fewer trainees) One-to-one training Self-guided tutorials A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 18
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Classes Advantages Disadvantages Cost-effective
Single trainer for many trainees Potential use of special training facility Take advantage of social learning – knowledge or skill learned during interactions among trainees Disadvantages Reluctance to ask for help in a large group Harder to accommodate different learning paces A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 19
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Small Groups Advantages Disadvantages
Greater availability of individual assistance More trainee-to-trainee interaction and social learning Disadvantages Higher cost A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 20
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One-to-One Training Advantages Disadvantages
Trainer can closely monitor learning curve Availability of immediate help and feedback Disadvantages High cost No social learning among peers One-to-one variation: on-the-job training – work colleague or supervisors play role of coach and mentor to new employee A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 21
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Self-Guided Tutorials
Advantages No additional trainer cost after materials have been developed Trainee sets individualized pace of learning Disadvantages Assistance and feedback may not be available A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 22
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How Learners Learn Learning style: the way a trainee learns most effectively No single learning style works for every trainee Each trainee has a preferred learning style Information retention and learning performance improve with activity and repetition A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 23
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Common Learning Styles
Visual learner: trainee who learns most effectively by seeing new material Reading Viewing picture or chart Auditory learner: trainee who learns most effectively by listening to someone talk through new material Listening to lecture Experiential learner: trainee who learns most effectively by performing a task Also called kinesthetic learning A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 24
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Learning Methods and Retention
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Bloom’s Taxonomy of Cognitive Skills
Knowledge ability to remember facts or information Comprehension ability to understand meaning Application ability to use information in a new situation Analysis ability to break down information into understandable parts Synthesis ability to reconstruct a new pattern or meaning from facts and data Evaluation ability to judge ideas or information A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 26
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Delivery Method Delivery method: choice among instructional technology, media, or approaches to presenting information or training materials Lectures and readings are popular delivery methods, but are they the most effective? A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 27
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Common Delivery Methods
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Lecture Method Advantage Disadvantage
Traditional training method Effective use of trainer’s time Disadvantage Passive learner role Often used in combination with other delivery methods A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 29
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Reading Assignments Example materials Advantages Disadvantages
Textbook Trade book Vendor manual Advantages More active learner involvement than lecture Disadvantages Amount of reading must be limited to time available Trainers need to evaluate organization and effectiveness of materials Need to match level of materials with reading ability of trainees A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 30
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Online Reading Assignments
Example materials Online help systems Manuals on CDs Manuals available on Internet (PDF files) Advantages Tend to be better written than many printed vendor manuals Enable increased trainee interaction and flexibility with hyperlinks Disadvantages Online access is no guarantee of quality Some online materials are difficult to read Online materials are not as portable as print materials A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 31
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Group Discussion Advantages Disadvantages
Actively involves trainees in peer-to-peer learning Most effective when shared experiences are beneficial to learning process Disadvantages Trainees may be reluctant to participate Trainers may fear loss of control over training situation A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 32
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Visual Aids Example materials Advantages Disadvantages Pictures Charts
Diagrams Graphic images Advantages Tend to be retained more effectively than auditory information Disadvantages Must be large enough to be visible to entire audience Tip: Use simple designs with careful use of color, fonts, art work for emphasis A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 33
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Multimedia Materials Multimedia materials: combine: Advantages
Text Still images Animation Sound Advantages Each form of media can reinforce others Can increase amount of material learned and ability to recall Disadvantages Cost prohibitive for single use (training session) Tip: More cost-effective when development expenses can be spread over multiple training sessions A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 34
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Handouts and Reference Sheets
Training session is one-time event “Take-away” information from a training session is useful Handouts Reference Sheets Advantages Reinforce training when trainee returns to workstation Include enough information that trainees can recall important facts or steps in a procedure Disadvantages Should not contains excessive detail Tip: Simple handout is preferable to comprehensive one A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 35
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Product Demonstrations
Facilitate hands-on demonstrations of hardware or software products Effective with LCD or DLP projectors Advantages Cost of projectors is now more affordable Visible to large groups of trainees Trainees can “look over” trainer’s shoulder Disadvantages Important to adjust pace, especially in a GUI environment A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 36
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Tutorials Tutorial: interactive learning method Advantages
Self-guided Self-paced Step-by-step Advantages Effective for introductory materials Opportunity to repeat difficult lessons or take a refresher course After development, low cost for additional users Disadvantages High initial cost to develop quality materials Trainee assistance may be unavailable A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 37
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Hands-On Activities Sometimes called lab exercises Advantages
Let users Try out what has been learned Practice what has been learned Build skills and expertise Learn to become self-reliant Disadvantages Most effective when trainees receive immediate feedback on performance Unlearning a habit or skill is difficult A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 38
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Case Studies Larger hands-on or teamwork projects Advantages
Encourage the transition: From artificial environment of training room To realities of business world Based on real business situations Requires trainees to apply skills they have learned Can build teamwork skills on group projects A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 39
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Role Playing Role playing: trainees participate in a rehearsal or practice of a simulated work situation Trainees experience the roles of: Users Support staff Project leader Trainers Trainees Advantages Trainees build skills and experience emotions A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 40
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Collaborative or Group Learning
Collaborative learning involves: Group discussions Collective hands-on activities Group problem solving Role playing Participation on a case study team Advantages Recognizes that learning is often a social activity Trainees can learn from each other as well as from trainer Builds teamwork skills A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 41
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Computer-Based Training (CBT)
Computer-Based Training (CBT): combination of: Tutorials Multimedia Product demonstrations Hands-on activities Advantages Uses computer as automated training system Cost-effective for large numbers of trainees Disadvantages Expensive to develop quality CBT modules Tip: Some CBT systems handle training administration tasks A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 42
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Web-Based Training (WBT)
Web-Based Training (WBT): similar to CBT, except Internet replaces CD/DVD media as delivery vehicle Advantages Cost-effective for large numbers of trainees Disadvantages Expensive to develop quality materials Not all Web-based materials are high quality Tip: Trainers need to carefully evaluate the quality of Web- based materials A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 43
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Changing Role of Trainers in Online, Self-Guided Training World
Less trainer time spent on preparation and presentation of training materials More trainer time spent to: Assess trainee needs Plan and design training programs Evaluate and recommend training materials Motivate trainees Help make transitions between modules Assess training performance and effectiveness Assist trainees A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 44
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Develop Specific Training Materials
Most trainers do not develop training materials from scratch Existing resources Vendor manuals Trade books Textbooks Industry training packages Caveats Respect copyrights Select materials related to trainee interests A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 45
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Design Training Evaluation Methods
Training assessment: measures whether training activities met the learning and performance goals Trainee evaluation: How well did trainees learn the material? Test or quiz Hands-on activities and exercises Trainer assessment: How well did trainer prepare and present the material? Trainee performance results Evaluation form or survey A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 46
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Trainer Evaluation Form
Provide vehicle for trainees’ perspective on strengths and areas that need improvement in training session Sample questions Were training objectives clear? Were terms used in training defined? Was training well organized? Were training aids useful? A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 47
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Sample Training Evaluation Form
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Step 3: Present the Training
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Tips on Presentations Beta test run: practice training session to give a trainer feedback: On training materials On presentation On timing On transitions between topics Do a dry run at the training facility to check on: Computer equipment Projection equipment Lights Sound Furniture A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 50
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Tips on Presentations (continued)
Use notes In outline form Don’t read entire presentation Cover too little rather than too much material Avoid trainee questions than may get off track Cover the important skills first Avoid features that are “bells and whistles” Bells and whistles: features of hardware or software that are interesting but infrequently used Focus on education instead of entertainment A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 51
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Tips on Presentations (continued)
Ask “quick check” comprehension questions of trainees Direct questions Open-ended questions Group discussion questions Read the “body language” of trainees to see if they are comfortable, interested, bored, inattentive Take frequent short breaks in a long session Get feedback from colleagues or a videotaped session A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 52
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Step 4: Progress Toward Quality User Training
Purpose: improve the quality of training Review feedback from trainees and colleagues Evaluate trainer performance Modify: Presentation style and methods Training materials A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 53
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Evaluation Resources for Trainer
Results of training beta tests Results of trainee performance tests Trainee feedback on training Observations of training colleagues Videotaped training sessions A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 54
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Tips on Training Quality
Keep technical materials current Verify materials against the latest versions of hardware and software Take advantage of training resources available on the Internet, such as those listed in Table 10-1 in the chapter A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 55
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Learning Management System
Learning management system (LMS): software tool to automate training program tasks Authoring tool Training session management Libraries of instructional and reference materials Trainee testing and exam management Progress tracking Record keeping Skills database Certification database A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 56
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Chapter Summary Training is an important user support function because it makes users: More self-reliant More productive Less likely to need support services A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 57
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Chapter Summary (continued)
Steps in the training process: Plan Learning and performance objectives Define needed: Concepts Understanding Skills Expertise Prepare materials for delivery in: Classroom Small group One-to-one Self-guided training A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 58
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Chapter Summary (continued)
Steps in the training process (continued): 3. Prepare materials for delivery as: Lectures Readings Group discussion Visual aids and multimedia Handouts Demonstrations Tutorials Hands-on activities Case studies Role playing Group learning Automated learning (CBT, WBT) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 59
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Chapter Summary (continued)
Steps in the training process (continued): 4. Present materials Use guidelines for effective presentations 5. Progress training Evaluate both trainees and trainer Improve training materials and presentation style Learning management systems automate many instructional and administrative tasks A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 60
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