CTS 217: Computer Training & Support CHAPTER 10 Training Computer Users 1 Learning Objectives Goals of the 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 higher-quality training 2 What Is Training? Training is a teaching and learning process that aims to build skills that are immediately useful to the trainees Related to, but different from, education Is expensive; try to instill self-reliance Much work involved for successful training 3 Education Education aims to provide conceptual understanding and to build long-term thinking skills Provides basic vocabulary (concepts) Provides an understanding of general principles Intended to have long lasting effects Test by ability to explain concepts 4 Training Focuses on performing activities and building expertise Often tested by measuring a trainee’s ability to perform specific tasks Can be short term Education (school) vs. training (industrial) Actually have a blend in most settings 5 The Training Process Step 1: Plan Gather information about training objectives Step 2: Prepare Gather and develop materials Organize them into modules Step 3: Present Deliver training modules Step 4: Progress Evaluate and improve training 6 Step One: Plan the Training OVERVIEW Determine trainees’ backgrounds Determine trainees’ content needs Determine skill levels trainees need Determine what trainees’ already know Define the training objectives 7 Determine Trainees’ Backgrounds Skill level Novice, intermediate, advanced Age Adults, young people, seniors Adults: personal experiences, tie things together Something in this program like familiar program Motivation Required vs. voluntary Convince them of benefits to lower resistance 8 Determine Trainees’ Content Needs Jobs or tasks they need to perform Basics or expert? Discover content needs from Employee position descriptions Interviews with trainees and supervisors Example: Access reports Wizard vs. custom 9 Determine Skill Levels Trainees Need CLASSIFYING SKILL LEVELS: Concepts: ability to use basic vocabulary Understanding: ability to explain concepts How it works and why; relationships; analogies Computed field in DB is like formula in SS cell Skills: ability to perform a basic task Basic tasks mistakes proficient Expertise: ability to perform a task effectively and efficiently Concepts, level 1, is lowest level Expertise, level 4, is highest level 10 Determine What Trainees Already Know Measure prior knowledge with Trainee interviews Supervisor interviews Pre-test Don’t cover what they already know – saves time Trainers can adjust for differences in prior knowledge with Background materials Introductory session BEFORE regular session Need basic KB, mouse, Windows skills for Word 2010 11 Appropriate Level for New Materials Level of instruction alternatives: Teach to “average” of trainees Target instruction somewhat below “average” Use demonstrations and examples trainees can relate to WP: memos and letters Be aware of trainee diversity in cultural and language backgrounds Basic vocabulary for ESL 12 Define Training Objectives A learning objective is a statement of the knowledge and skills trainees need to learn A performance objective is a statement of what a trainee should be able to do at the end of a training session Use Google to find Word 2010 tutorial in 5 minutes Training objectives Usually start with an action verb (see p. 451, 452) Should be measurable 13 Step Two: Prepare for the Training OVERVIEW Specify topics to cover Organize the topics Select an effective training format 14 Specify Topics to Cover Possible sources of topics Trainer’s knowledge of what is important Training objectives (defined in Step 1) Topics covered by other trainers and writers Examples of successful training materials Decide what not to cover Avoid Copying training materials verbatim Covering too much information Fewer topics covered adequately = more beneficial 15 Organize the Topics Progress from lower level skills to higher level skills Introduce concepts and terms first Then provide explanations to build understanding Focus on building basic skills and abilities next Finally, build expertise 16 Generic Template for a Training Session 1. Introduce trainer 2. Review previous topics 3. Introduce new topic 4. Establish motivation Why there What will accomplish 5. Present new material Concepts Explanations 6. Perform training activity Teach basic skill ability Build skills and expertise 7. Summarize and review main points 8. Describe next steps Resources 9. Obtain evaluation and feedback What to tell them| Tell them | What you told them 17 Select an Effective Training Format Classes (15-25 trainees) Small groups (12 or fewer trainees) One-to-one training Self-guided tutorials 18 Classes Advantages Cost-effective Single trainer for many trainees Potential use of special training facility Social learning among trainees Disadvantages Discomfort asking for help in a large group Different learning paces & varying skill levels 19 Small Groups Advantages Greater availability of individual assistance More trainee-to-trainee interaction and social learning Disadvantages Higher cost 20 One-to-One Training On-the-job training: supervisor is coach or mentor to new employee Advantages Close monitoring of learning curve Availability of immediate help and feedback Disadvantages Highest cost No social learning among peers User support workers constantly in “training mode” 21 Self-Guided Tutorials Advantages No trainer cost after materials have been developed Individualized pace of learning Disadvantages Assistance and feedback may not be available http://bestwebdesignz.com/tips/fireworks/logo-making-with-fireworks/ 22 How Learners Learn No one, single learning style works for every trainee Each trainee has a preferred learning style (how learn most effectively) Motivated: self-guided tutorial Formal training structure Information retention and learning performance improves with activity and repetition 23 Learning Styles Survey Sites on p. 459 Visual learner is a trainee who learns most effectively by seeing new material Reading Looking at picture or chart Auditory learner is a trainees who learns most effectively by listening to someone talk through new material Listening to lecture Experiential learner is a trainee who learns most effectively by performing a task Also called kinesthetic learning 24 Learning Methods and Retention More likely to retain (active vs. passive) 25 Bloom’s Taxonomy 1. Knowledge: fact recall; list data 2. Comprehension: understand meaning; summarize and paraphrase 3. Application: use info in new situation 4. Analysis: break down info into understandable parts; draw inferences based on facts 5. Synthesis: reconstruct new pattern from facts and data; compile data into information 6. Evaluation: judge ideas or info; critique, select, or defend procedures See examples of each level on p. 460. 26 Delivery Methods for Training Materials Delivery method is a choice among several instructional technologies, media, or approaches to presenting information Lectures and readings are popular delivery methods, but are they the most effective? 27 Select a Delivery Method 28 Lecture Method Advantage Effective use of instructor’s time Disadvantage Passive learner role Often used in combination with other delivery systems 29 Reading Assignments Materials Textbook Trade book (not user friendly) Vendor manual (vocabulary, concepts) Usually reference instead of SBS tutorial Find USEFUL supplemental materials More active learner involvement than lecture Amount of reading must be reasonable for given time available Need to match level of materials with reading ability of trainees Trainers need to evaluate organization and effectiveness of materials 30 Online Reading Assignments Materials Online help systems CD-ROM manuals Internet manuals (PDF files) Tend to be better written than many printed vendor manuals, but online doesn’t guarantee accuracy Enables increased trainee interaction and flexibility with hyperlinks 31 Group Discussion Actively involves trainees in peer-to-peer learning Most effective when shared experiences are beneficial to learning process Help desk call handling Design issues 32 Visual Aids Materials Pictures Charts Diagrams Graphic images Visual information tends to be retained more effectively than auditory information Should be large enough to be visible to entire audience Use simple designs with careful use of color, fonts, art work for emphasis 33 Multimedia Materials Multimedia materials are combinations of Text Still images Animation Sound Each form of media can reinforce others Can increase amount of material learned and ability to recall Cost Prohibitive for single use (training session) More cost-effective – multiple training sessions 34 Handouts and Reference Sheets Training is a one-time event “Take-away” information from a training session is useful Handouts Reference Sheets Sometimes called “Cheat Sheets” Contain just enough information that users can recall important facts or steps in a procedure Simple vs. comprehensive 35 Product Demonstrations Hands-on demonstration of hardware or software products Lack of equipment Time Insufficient number of copies Effective on LCD or DLP projection devices Cost of projectors is now more affordable Visible to large groups of 50-75 trainees Important to adjust pace, especially in a GUI environment 36 Tutorials Tutorial is an interactive learning technique Self-guided, self-paced, step-by-step Interactive or just watch it Effective for introductory materials Opportunity to repeat difficult lessons or take a refresher course Costs High for initial development Low for each additional user 37 Hands-on Activities Sometimes called lab exercises Let users Try out what has been learned Practice what has been learned Build skills and expertise Learn to become independent users Most effective when trainees receive immediate feedback on performance Start with basics more complex 38 Case Studies Encourage the transition from artificial environment of training room to realities of business world Based on real business situations Will encounter on the job Require trainees to apply skills they have learned 39 Role Playing Role playing: trainees participate in a rehearsal of a work environment situation Help build skills for situation Experience emotions of situation Have them in chapters in this book 40 Collaborative or Group Learning Collaborative learning involves Group discussions Collective hands-on activities Group problem solving Participation in a joint case study team Recognizes that learning is often a social activity trainees can learn from each other as well as from a trainer 41 Computer-Based Training Computer-Based Training (CBT) includes a combination of Tutorials, multimedia, product demonstrations, hands-on activities Uses a computer as an automated training system Cost Expensive to develop Cost-effective for large numbers of trainees 42 Web-Based Training Web-Based Training (WBT) is similar to CBT, except the Internet replaces CD-ROM as the delivery media Cost Expensive to develop Cost-effective for large numbers of trainees Trainers need to carefully evaluate the quality of Web-Based materials Not all Web-based materials are high quality http://www.techsmith.com/learn/snagit/9/getting- started/take-first-capture.asp Digital Think web site 43 Changing Role of Trainers in Online, SelfGuided 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 with transitions between modules Assess training performance and effectiveness Assist trainees 44 Develop Specific Training Materials Most trainers do not develop training materials from scratch Existing resources: Vendor manuals Trade books Textbooks Industry training packages Respect copyrights Selected materials related to trainee interests Real world examples for that group 45 Design Training Evaluation Methods Training assessment focuses on Trainee evaluation: How well did the trainees learn the material? Test or quiz Hands-on activities and exercises Trainer assessment: How well did the trainer prepare and present the material? Trainee performance results Poor presentation or participants’ lack of effort Evaluation form or survey 46 Evaluation Forms Provide vehicle for trainees’ perspective on strengths and areas that need improvement in a training session Figure 10-5 on page 472 Consistently poor scores in one area? Sample questions Were training objectives clear? Were terms used in training defined? Was training well-organized? Were training aids useful? 47 FREE 10 Question Surveys 48 Step Three: Present the Training OVERVIEW 1. Practice the presentation 2. Arrive early to check out the facility 3. Don’t read notes/slides verbatim 4. Don’t try to cover too much 5. Teach the most important skills 6. Use humor sparingly 7. Pause for comprehension checks 8. Monitor the training environment 9. Provide frequent breaks 10. Obtain professional feedback 49 Tips on Presentations Practice the presentation A beta test run is a practice training session to give a trainer feedback on training materials on presentation on timing on transitions between topics Arrive early to check out the facility Do a dry run at the training facility Computer equipment Projection equipment Lights Sound Move furniture 50 More Tips on Presentations Don’t read notes/slides verbatim In outline form – keywords only (practice!) Don’t read an entire presentation Cover too little rather than too much Most important topics thoroughly Avoid trainee questions that may get off track Off topic questions at end; offer resources Cover the important skills Needs of learners (NOT “bells & whistles”) Focus on education instead of humor 51 More Tips on Presentations Ask “quick check” comp. questions of trainees Direct question Key to press? Open-ended question Fastest way to locate file? Group discussion question Get in group to answer. Monitor training environment Read the “body language” of trainees to see if they are comfortable, interested, bored, or inattentive Can you see the screen? Noise in hallway; shut door. Take frequent short breaks in a long session After a 45 minute session Get feedback from colleagues or a videotaped session 52 Step Four: Progress Toward Higher Quality User Training Purpose: improve the quality of training Review feedback Evaluate trainer performance Modify Presentation Materials ALWAYS room for improvement 53 Evaluation Resources for Trainer Results of training beta tests Results of trainee performance tests Analyze missed questions Trainee feedback on training Observations of training colleagues Videotaped training sessions 54 Tips on Training Quality Keep technical materials current Check materials against the latest versions of hardware and software Office 2003 vs. Office 2007 Join an online training group, such as TechRepublic.com, and use their articles on training improvement 55 Tips on Training Quality Learning management system: automates tasks associated with running a training program Authoring tools for Web-based interactive MM sessions Training session mgmt (facilities, equipment, scheduling) Trainer access to libraries of instruction and ref materials/media Exam mgmt Progress tracking and record keeping 56 Chapter Summary Training makes users more self-reliant more productive less likely to need support services 4 Ps of Training 57 Chapter Summary (continued) Steps in the training process: 1. Plan learning and performance objectives to provide the concepts, understanding, skills and expertise trainees need 2. Prepare materials for delivery through classroom, small group, face-to-face or self-guided training; prepare lectures, readings, discussions, visual aids, handouts, demonstrations, tutorials, hands-on activities, case studies, role playing, group learning and CBT or WBT materials that are appropriate to deliver the content to the trainees 3. Present materials using guidelines for effective presentations 4. Progress training by evaluating the trainees and trainer to improve training materials and presentation 58