CTO Flashcards
What is a CTO Competency?
Customer Service Typing Geography Type Codes CAD
What are the 5 aspects to the trainer/trainee Relationship?
TEEPS
Mutual Trust Realistic and Clear expectations Supporting Encouraging Professional
What are the 6 adult learning principles? SMORES
Self Assessment Motivation to Learn Orientation to Learning Readiness to Learn Experience of the Learner Self-Concept/Self-Directed Learner
What are the five levels of Maslow’s Hierarchy?
PLESS
Physiological Safety Love/belonging Esteem Self-actualization
What are the 3 sensory intake methods?
VAK
Visual
Auditory
Kinesthetic
What are the three key features of Working Memory?
ACD
Active Processor
Capacity Limits
Dual Channels
Active Processor
Conscious part of your brain that thinks, solves problems and learns.
Capacity Limits
Working memory can only hold a few items at one time. When working memory fills, its processing capabilities slow down.
Dual Channels
Working memory has a separate area for storing visual and auditory information.
What are the 4 key processes that transform grounded brain-based teaching?
RAMP
Attention
Processing in working memory
Management of mental load
Retrieval from long-term memory.
What are the 4 Feedback Characteristics?
HORS
Objective
Specific
Honest
Respectful
HORS
What are the 3 components of the Feedback Model?
Get - Ask, reflect, Probe
Give - When, what, Results
Discuss - wants, whys, ways
What are the 3 learning domains?
PAC
Psychomotor
Affective
Cognitive
Psychomotor
Physical realm of hands on learning.
Affective
The realm of emotions, feelings, attitudes and values.
Cognitive
The intellectual, mental realm dealing with information, memorizing facts, figures or information.
What are the 5 levels of Affective Domain?
Receiving Responding Valuing Organizing Characterizing
What are the 6 levels to the Cognitive Domain?
RUAAEC
Remembering Understanding Applying Analyzing Evaluation Creating
Cognitive Level Examples for remembering
Facts, terminology, codes, definitions and priorities
Cognitive level Understanding examples
Describing criteria for codes, describing when to use terms, priorities
Cognitive level applying examples
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
Cognitive level analyzing examples
Using EMD cards to give pre-arrival instructions and post dispatch updates
Cognitive level evaluating examples
Arriving at judgments based on all available resources, practical considerations and available resources
Cognitive level creating examples
Using databases to gain additional information, evaluating that information in changing to call type, priority or entry based on the outcome of the analysis
Who created the concept of high-risk low-frequency?
Gordon Graham
What are the three learning objectives?
Performance, condition, standard
Performance
What the training needs to do. Usually starts with a verb.
Condition
Word we use for circumstances under which the train he must perform.
Standard
How well a trainee needs to perform
What are the 10 delivery methods?
Behavior modeling, tell show do, drills, many module, games, role-play, practical exercises, self-guided, ride along, discussion.
What are three drills?
Paper drills, oral drills, practical drills.
What are the three components of role-play?
Set up, play, and discuss
What are the three rules for a case study?
Explain the purpose
Provide clear directions and questions
Debrief and discuss their ideas and opinions
Socratic questioning
The use of clarifying questions Probing assumptions Probing reasons and evidence Questioning viewpoints and perspectives Probing implications and consequences Questioning the questions
What are four types of vicarious liability?
REST
Negligent retention
Negligent entrustment
Negligent supervision
Negligent training
What are 7 ways to protect your liability.
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.
What are three forms of formal evaluation?
Test quizzes Checklists Task lists DOR's Weekly,bi-weekly, Monthly report End of Unit
Evaluation for the San Jose Model
Daily Observation Reports (DOR’s)
Standardized Evaluation Guidelines (SEG’s)
Behavioral Anchored Rating System (BARS)
Evaluation for Adult Training Model
Reflective journaling trainee Journaling CTO Phase Focus Form Weekly coaching report Communications Training Evaluator (CTE) Trainee Oversight Board
Rating Pitfalls
Leniency Over-strictness Recent performance Personal bias Central tendency Horns Halo
Challenging Trainee
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
