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2018 MM > Tech PAL (DS 10/23/18) > Flashcards

Tech PAL (DS 10/23/18) Flashcards

1
Q

PAL is an acronym for this.

A

Peer Assisting Learning (Learner)

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2
Q

This is the role of a PAL

A

to serve as a mentor to technicians in the field

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3
Q

Requirements to be a PAL

A

must be at least a CCT3, selected by their supervisors, high proficiency in soft skills

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4
Q

The four themes of mentorship.

A

coaching, failure & change, communication, practical application.

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5
Q

The title given to the new hire per the program.

A

Learner

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6
Q

The length of time for the new hire Program

A

90 Days

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7
Q

The official title of the new hire program

A

CT90

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8
Q

Quota should be diminished to this while with a Learner

A

80%

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9
Q

Used to aide the PAL to instruct and assess Learner Development

A

Training Tracker Portal

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10
Q

Weeks 2,3,4,6,8, and 10 take place here.

A

Classroom

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11
Q

The name of the Comcast Coaching Model that is used

A

The IDEA Model

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12
Q

IDEA is an acronym for this.

A

Identify, Discuss, Execute, Account

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13
Q

Finding an observable behavior to correct.

A

Identify

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14
Q

Going into detail about what happened and what can be done to improve performance.

A

Discuss

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15
Q

This step involves determining the action plan the learner determines to correct the issue.

A

Execute

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16
Q

This step determines if the action plan was executed to evaluate the effectiveness of the Leaner.

A

Account

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17
Q

In addition to improving performance, coaching can do this as well.

A

Reinforce positive behaviors.

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18
Q

When coaching, focus on this not this.

A

the behavior not the person

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19
Q

When coaching always ask for

A

the employee’s perspective

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20
Q

New tech classroom time

A

28 days

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21
Q

New tech field work

A

8 days

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22
Q

Number of check ins with supervisor

A

12

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23
Q

New tech field supported work time.

A

25 days

24
Q

The 5 responsibilities of a PAL

A

role model of interactions, practitioner and educator, skill evaluator, resource, protector

25
Q

Address behavior in terms of this.

A

Impact

26
Q

Always end the meeting with

A

Action Items

27
Q

Only address behaviors that you

A

observe

28
Q

“No one likes to fail, but not all failures are bad.”

A

Amy Edmonson

29
Q

If a goal was too easily achieved.

A

make future goals more challenging

30
Q

If a goal took too much effort.

A

make new goals a little easier

31
Q

if a goal was unrealistic

A

make sure that new goals better reflect available time and resources

32
Q

if you noticed a lack of skill while pursuing a goal

A

make attaining those skills a goal for the future

33
Q

if team members lost motivation

A

find ways to engage them in developing new goals and continually communicate the goals value to your unit and organization

34
Q

The three main components when approaching change as a PAL

A

Attitude, perspective, communication

35
Q

Setting this type of tone can have an impact on how change is perceived.

A

Positive

36
Q

When framing change, this common question is asked.

A

What’s in it for me.

37
Q

For change to be accepted, leaders need to clearly communicate this.

A

Purpose of change

38
Q

In coaching, you practice.

A

Engaged listening, open-ended inquiry.

39
Q

Open ended questions can’t be answered with.

A

Yes or No

40
Q

These questions generally elicit a yes or no answer or a statement of fact.

A

Closed-Ended Questions

41
Q

These types of questions can make an employee feel defensive.

A

Why?

42
Q

These are some positive habits engaged listeners adopt.

A

Make eye contact, nod (limit verbal sounds), check for clarification, silence

43
Q

Body language is a form of.

A

Nonverbal Communication

44
Q

Instructions should be.

A

Clear and understandable

45
Q

Week one is known as

A

Welcome Week

46
Q

Week two covers

A

Safety Core

47
Q

Week three covers

A

Cable Core

48
Q

Week four covers

A

Cable Core

49
Q

Week five covers

A

Field Work Cable Core

50
Q

Week six covers

A

Xfinity Internet Cofre

51
Q

Week seven covers

A

Internet Field Work

52
Q

Week eight covers

A

Xfinity Video Core

53
Q

Week nine covers

A

Video Field Work

54
Q

Week ten covers

A

Xfinity Voice Core

55
Q

Week eleven covers

A

Voice Field Work

56
Q

Week twelve covers

A

Triple play quota

57
Q

The exam takes place

A

During week thirteen

2018 MM (59 decks)

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