Improving Staff Performance (Fabrizio)

Question 1

Difficulties encountered with staff training include:

-differing level of ____ of trainees

-________ number of trainers
broad range of client needs

• ______ number of staff

Answer 1

skill
small
large

Question 2

Resources required for staff training include
_______ and money.

Answer 2

time

Question 3

The speaker says that staff training should be _______ , meaning that trainees should know whether they are improving based on the training and trainers should know whether their training is effective.

Answer 3

cybernetic

Question 4

Critical repertoires in which to train staff members include:

(Select all that apply)

problem solving
training others to deliver the service
talking about the service
delivering the service

Answer 4

problem solving
talking about the service
delivering the service

Question 5

An ability to talk about what they do and to talk about how the client reacts to what they do mean that the staff have good ____ ____ about the service.

Answer 5

verbal behavior

Question 6

The goal of training staff in service delivery is:

(Select all that apply)

for the trainee’s behavior to be mediated by effective service delivery practice

for the trainee’s behavior to be controlled by service related events.

for the trainee’s behavior to become automatic

for the trainee’s behavior to improve at least 20% in the targeted area.

Answer 6

for the trainee’s behavior to be mediated by effective service delivery practice

for the trainee’s behavior to be controlled by service related events.

for the trainee’s behavior to become automatic

Question 7

The most effective way to train staff is ______.

(Hint: two words)

Answer 7

in-situ coaching

Question 8

Good coaching includes:

-giving _____ feedback

-choosing the appropriate items to focus and improve upon

-focusing on ______ so that correcting is not necessary

Answer 8

immediate
prompting

Question 9

Verbally mediated behavior relies on good
____-based decision making.

Answer 9

data

Question 10

Steps for training verbally mediated behavior include:

-List out the _______

-Focus on rules that relate to _____
protection and client _______.
.
____ ___ decision making with data. (Hint: two words)

Answer 10

rules
client
outcomes
role play