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CTO Training > CTO > Flashcards

CTO Flashcards

0
Q

What is a CTO Competency?

A 
Customer Service
Typing 
Geography 
Type Codes
CAD
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1
Q

What are the 5 aspects to the trainer/trainee Relationship?

TEEPS

A 
Mutual Trust
Realistic and Clear expectations 
Supporting
Encouraging 
Professional
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2
Q

What are the 6 adult learning principles? SMORES

A 
Self Assessment
Motivation to Learn
Orientation to Learning
Readiness to Learn
Experience of the Learner
Self-Concept/Self-Directed Learner
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3
Q

What are the five levels of Maslow’s Hierarchy?

PLESS

A 
Physiological
Safety
Love/belonging
Esteem
Self-actualization
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4
Q

What are the 3 sensory intake methods?

VAK

A

Visual
Auditory
Kinesthetic

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5
Q

What are the three key features of Working Memory?

ACD

A

Active Processor
Capacity Limits
Dual Channels

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6
Q

Active Processor

A

Conscious part of your brain that thinks, solves problems and learns.

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7
Q

Capacity Limits

A

Working memory can only hold a few items at one time. When working memory fills, its processing capabilities slow down.

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8
Q

Dual Channels

A

Working memory has a separate area for storing visual and auditory information.

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9
Q

What are the 4 key processes that transform grounded brain-based teaching?

RAMP

A

Attention
Processing in working memory
Management of mental load
Retrieval from long-term memory.

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10
Q

What are the 4 Feedback Characteristics?

HORS

A

Objective
Specific
Honest
Respectful

HORS

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11
Q

What are the 3 components of the Feedback Model?

A

Get - Ask, reflect, Probe
Give - When, what, Results
Discuss - wants, whys, ways

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12
Q

What are the 3 learning domains?

PAC

A

Psychomotor
Affective
Cognitive

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13
Q

Psychomotor

A

Physical realm of hands on learning.

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14
Q

Affective

A

The realm of emotions, feelings, attitudes and values.

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15
Q

Cognitive

A

The intellectual, mental realm dealing with information, memorizing facts, figures or information.

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16
Q

What are the 5 levels of Affective Domain?

A 
Receiving
Responding
Valuing
Organizing
Characterizing
17
Q

What are the 6 levels to the Cognitive Domain?

RUAAEC

A 
Remembering
Understanding
Applying 
Analyzing
Evaluation
Creating
18
Q

Cognitive Level Examples for remembering

A

Facts, terminology, codes, definitions and priorities

19
Q

Cognitive level Understanding examples

A

Describing criteria for codes, describing when to use terms, priorities

20
Q

Cognitive level applying examples

A

Picking the correct codes, priorities for specific set of information, asking the questions in the correct order for the coal type, applying policy to procedure

21
Q

Cognitive level analyzing examples

A

Using EMD cards to give pre-arrival instructions and post dispatch updates

22
Q

Cognitive level evaluating examples

A

Arriving at judgments based on all available resources, practical considerations and available resources

23
Q

Cognitive level creating examples

A

Using databases to gain additional information, evaluating that information in changing to call type, priority or entry based on the outcome of the analysis

24
Q

Who created the concept of high-risk low-frequency?

A

Gordon Graham

25
Q

What are the three learning objectives?

A

Performance, condition, standard

26
Q

Performance

A

What the training needs to do. Usually starts with a verb.

27
Q

Condition

A

Word we use for circumstances under which the train he must perform.

28
Q

Standard

A

How well a trainee needs to perform

29
Q

What are the 10 delivery methods?

A

Behavior modeling, tell show do, drills, many module, games, role-play, practical exercises, self-guided, ride along, discussion.

30
Q

What are three drills?

A

Paper drills, oral drills, practical drills.

31
Q

What are the three components of role-play?

A

Set up, play, and discuss

32
Q

What are the three rules for a case study?

A

Explain the purpose
Provide clear directions and questions
Debrief and discuss their ideas and opinions

33
Q

Socratic questioning

A 
The use of clarifying questions 
Probing assumptions
Probing reasons and evidence
Questioning viewpoints and perspectives
Probing implications and consequences
Questioning the questions
34
Q

What are four types of vicarious liability?

REST

A

Negligent retention
Negligent entrustment
Negligent supervision
Negligent training

35
Q

What are 7 ways to protect your liability.

A 
Know how to train
Train to your policies and procedures
Train to the performance standard
Evaluate for learning
Address performance issues timely
Train on safety issues
Document the training, learning and performance.
36
Q

What are three forms of formal evaluation?

A 
Test quizzes
Checklists 
Task lists
DOR's
Weekly,bi-weekly, Monthly report
End of Unit
37
Q

Evaluation for the San Jose Model

A

Daily Observation Reports (DOR’s)
Standardized Evaluation Guidelines (SEG’s)
Behavioral Anchored Rating System (BARS)

38
Q

Evaluation for Adult Training Model

A 
Reflective journaling trainee
Journaling CTO
Phase Focus Form 
Weekly coaching report
Communications Training Evaluator (CTE)
Trainee Oversight Board
39
Q

Rating Pitfalls

A 
Leniency
Over-strictness
Recent performance 
Personal bias
Central tendency
Horns
Halo
40
Q

Challenging Trainee

A 
Restate and clarify your points
Allow them to express their feelings
Use emotional labeling 
Acknowledge feelings
Be direct
Avoid arguing 
Postpone until a later time 
TOB?
Utilize interpersonal communication skills

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