Instruction Skills Flashcards
Information you should collect when onboarding a new client should include:
- Dog’s history
- Health Info
- A description of the home environment
- Past training
- Past or current behavior issues
- Expectations of the training process
- Clients ability to implement the program
What are good interpersonal skills for training?
Be clear
Observe
Look at it from their perspective
Create a relaxed environment
Studies have shown that non verbal communication makes up what percentage of what is being said:
A) 42%
B) 93%
C) 67%
D) 54%
B) 93% of communication is body language or other non verbal indicators
If a client is having a rough time with their dog and starting to feel hopeless, you can help by
Normalizing their situation. They’re not alone.
Example: explain that some dogs are more distracted as the opportunity to play with other dogs is more rewarding than a treat.
It would be more helpful to tell a client:
A) your dog has leash aggression
B) your dog gets overly excited when he is walked on a leash
C) your dog may be suffering from intraspecies aggression
D) leash reactivity requires DS/CC
B) your dog gets overly excited when he is walked on a leash
Always explain in layman’s terms. DS/CC means nothing to the average person
Which is the best way for puppies to socialize in class?
A) let the entire class play for a few minutes
B) walk together outside
C) put them in groups of 2 or 3 for a few minutes
D) put the assertive puppies with the timid ones to boost confidence
C) put them in groups of 2 or 3 for a few minutes
- Quiet your mind and focus on what the other person is saying
- Listen fully and openly to what they are saying
- Listen through the words to the deeper feelings behind them
- Don’t interrupt
- Repeat back to them in your own words what they said and the feelings you sensed
The 5 steps of Empathic Listening
There are seven blocks that interfere with listening effectively
- Mindreading (assuming you know what they’ll say)
- Rehearsing (thinking about the answer or point to make while they are still talking)
- Filtering (Hearing only what you want to hear)
- Daydreaming
- Advising (interrupting to give suggestions before they have finished speaking)
- Judging (critiquing what’s been said)
- Condescending
True or false: When working with a disabled client, you should always handle the dog yourself.
False. It’s important they know how to handle the dog in their own way.
When working with clients with disabilities consider the following:
Are they able to physically do the work.
Are they coming alone or with assistance?
Can they give hand signals? Can they reach the dog?
Is the client intellectually able to learn?
Will they be able to keep up with the rest of the class?
Is the classroom environment appropriate, does it have enough space?
When you see a client jerking on a choke chain:
Pulling is a tough problem, we’re going to be working on that in this class!
When working with difficult clients
- Let them speak, don’t interrupt
- Be aware of your tone of voice and body language
- Avoid labeling
- Be a good listener
- Be aware of your voice, speak slower and lower pitch.
- Be aware of body language
- Ignore behavior you don’t want and reward behavior you do want
- Don’t get defensive
- Redirect unwanted behavior (example, ask them to help you gather your things)
- Act as if (fake it til you make it)
- Difficult is a matter of perception. Ask yourself what the difficulty is specifically
- Draw the line. Do your best, but know when enough is enough and refer out.
- Don’t lose your empathy.
Working with difficult clients
As a dog trainer, the bulk of your job is to
Train people
One of the first things you should do with a new client is
Prioritize their goals
The three learning styles are
Visual (demonstration)
Auditory (explaining)
Kinesthetic (hands on)
The information retained by the client is highest when they practice which method of learning?
Kinesthetic (doing it themselves)
How much info is retained in kinesthetic learning?
50%
How much info is retained in visual learning? Watching a demo
35%
How much info is retained in auditory learning (lecture)?
10%
Setting criteria for clients gives them an understanding of
What they’re expected to accomplish with their dog throughout the week
Forging ahead before the dog is ready can cause
Major setbacks.
Beware of doing too much too fast
The law of parsimony is
The simplest explanation is usually the most accurate
When using scientific terminology
Explain the concept and what it looks like in layman’s terms and then you can tell them the scientific term if they’re interested.
When choosing a demo dog, avoid dogs that are
Over threshold or anxious
How much space at minimum should you have between each dog and owner?
A)10’
B) 6’
C) 3’
D) It really doesn’t matter
B) 6’
None of the following are ok to do around clients except:
A) make racial slurs
B) Criticize lifestyle choices
C) Joke about political topics
D) Listen “between the lines”
D) Listen “between the lines”
An excitable dog is positioned near the entryway to your class. You should:
A) Ask the person to move to a spot further away from traffic
B) Ask the person which spot they’d like
C) Redirect the other dogs so they don’t walk past him
D) Use it as a learning experience teaching students how to walk past reactive dogs
A) Ask the person to move to a spot further away from traffic
Explaining how to get a behavior would appeal to:
A) A visual learner
B) An auditory learner
C) A kinesthetic learner
D) an operant learner
B) An auditory learner
All of the following are part of empathic listening skills except
A) Asking questions to clarify a point
B) Paraphrasing what someone has just said
C) listening through the words
D) focusing with a quiet mind
A) Asking questions to clarify a point
According to the CCPDT Code of Ethics:
A) Disclosure of client information should be done on a case by case basis
B) You need a client’s written consent to video their dog
C) You should use positive reinforcement techniques whenever possible
D) You are advised to report harsh treatment of dogs by other trainers to the CCPDT
C) You should use positive reinforcement techniques whenever possible
A client just got a puppy and after the first week you ask her “How is everything going?” She says “Great!” and doesn’t say more. You should say:
A) That’s terrific! So now let’s work on sit.
B) Wonderful! So what’s going on with house training?
C) You just got a puppy… I doubt everything is great.
D) Excellent! Let’s pick up where we left off last week.
B) Wonderful! So what’s going on with house training?
Empathic Listening is all of the following except:
A) Listening with focus
B) “Reading” between the lines
C) A great way to build relationships with clients
D) A skill to use only when dealing with difficult clients
D) A skill to use only when dealing with difficult clients
You notice a sheltie in your class is lunging at any dog who walks near her and then barks relentlessly at them. You should:
A) Tell the student to pay more attention to what the dog is doing
B) Warn the other students to stay away from the sheltie
C) Suggest the student keep more space between her dog and the others
D) Ask the student to leave and sign up for private sessions
C) Suggest the student keep more space between her dog and the others
It is important for clients in your group class to:
A) Get their dogs to master a behavior before leaving class
B) Stay at the same level as the other students in the class
C) Learn to deal with all distractions
D) Practice as often as possible in their home
D) Practice as often as possible in their home
When holding a class, you should:
A) Always start on time
B) Wait for stragglers to come in
C) Go late if you have to start late
D) Start on time unless the dogs are having fun socializing
A) Always start on time
Before meeting a disabled client, a good question to ask is:
A) Will you need extra space in class?
B) Did you try to find a trainer that works specifically with the disabled?
C) Did you think this was a class for service dogs?
D) Will you miss any classes due to your disability?
A) Will you need extra space in class?
A client tells you “ I don’t know why I am bothering to train Rex. It isn’t working at all.” You should
A) Point out how much progress Rex has made
B) Tell the client their negativity is rubbing off on Rex
C) Tell the client this is a long slow process and he has to work at the Rex’s pace
D) Suggest another trainer
A) Point out how much progress Rex has made
Disruptions during group classes:
A) Can be valuable learning experiences
B) Are to be avoided whenever possible
C) Are traumatizing to anxious dogs
D) Fluster even the best instructors
A) Can be valuable learning experiences
An example of empathic listening is:
A) Client: “My dog is dumb.” You: “You sound frustrated.”
B) Client: “My dog is dumb.” You: “I agree”
C) Client: “My dog is dumb.” You: “Don’t be mean to your dog”
D) Client: “My dog is dumb.” You: “There are no dumb dogs, only dumb people.”
A) Client: “My dog is dumb.” You: “You sound frustrated.”
A dog is standing and looking at his handler who is telling you “I don’t want to give him treats anymore because he never sits when I tell him to!” You should say:
A) That makes sense
B) He’s giving you great eye contact right now. Go ahead and treat him for that.
C) How are you asking for a sit?
D) You have to use treats or he won’t sit
B) He’s giving you great eye contact right now. Go ahead and treat him for that.
This is a confirmed answer from a practice test, though I think there are better ways to handle this that aren’t so dismissive…
When designing a one hour class you should
A) Assume at least 15 minutes will be spent socializing
B) Consider it a loose outline and just see how it goes
C) Build in time for potty breaks
D) Stick to the plan regardless of what happens
C) Build in time for potty breaks
A client shows up with a dog in a prong collar saying “this is what my vet recommended” you should say
A) You should get a new vet.
B) Vets aren’t trained in behavior
C) I won’t work with you unless you remove that
D) I have some alternatives you may find even more effective
E) But it isn’t what I recommend and is against our policy
D) I have some alternatives you may find even more effective
Wherever you hold class, make sure
A) the floor is not slippery
B) No other dogs can be in the vicinity
C) There are no distractions
D) There can be enough space between the dogs
D) There can be enough space between the dogs
The biggest challenge of an outdoor class will be
A) Wild Animals
B) Cars
C) Weather
D) Dogs walking by
C) Weather
When talking to clients:
A) Focus on the words they are saying
B) Use a lot of technical terms to impress them
C) Observe their nonverbal as well as their verbal communication
D) Make sure they understand your perspective
C) Observe their nonverbal as well as their verbal communication
It is important to use mostly which learning style when working with clients?
A) Visual
B) Auditory
C) Kinesthetic
D) A combination of all three
D) A combination of all three
In a classroom setting
A) make sure you sit friends next to each other
B) You determine the placement of each dog
C) Let students stand where they like and work with it
D) Turn everything into a learning experience such as two dogs next to each other even if they don’t get along
B) You determine the placement of each dog
You ask a client how successful they’ve been the past week getting their dog to hold “stay” for 10 seconds. They reply, “Oh, we didn’t get around to practicing this week. We were too busy.” Your response should be:
A) Then how will your dog learn?
B) Hey, it’s your money
C) let’s try it now and see how he does
D) don’t worry, all that matters is that you are here now
C) let’s try it now and see how he does
Two students are chatting away as you try to begin group class. You should say:
A) Maybe we would all be interested in what you’re saying
B) Say nothing but stare at them until they are quiet
C) Clap your hands and say “Ok, I know we are all excited to be here so let’s get started!
D) I don’t think anyone paid money to hear you two talk
C) Clap your hands and say “Ok, I know we are all excited to be here so let’s get started!
A client in your class complains, “How come my dog is the only one who doesn’t get it?” You should say:
A) “That’s because you’re always looking at your phone”
B) “You told me before class that you had no time to practice, so what did you expect?”
C) “Every dog has their own timeline and the more you practice, the quicker he will get it.”
D) “It doesn’t matter, your dog is such a sweetheart.”
C) “Every dog has their own timeline and the more you practice, the quicker he will get it.”
Joking when working with a client is:
A) A good way to air your political views
B) Wonderful for lightening the mood as long as it isn’t offensive
C) The best way to relax your clients
D) Something to avoid so you don’t accidentally offend anyone
B) Wonderful for lightening the mood as long as it isn’t offensive
Joking when working with a client is:
A) A good way to air your political views
B) Wonderful for lightening the mood as long as it isn’t offensive
C) The best way to relax your clients
D) Something to avoid so you don’t accidentally offend anyone
B) Wonderful for lightening the mood as long as it isn’t offensive
Class handouts are valuable because:
A) You can do less talking
B) They aid in kinesthetic learning
C) Students feel they are getting more for their money
D) They can help the student if you forget something
D) They can help the student if you forget something
A client shows up with a strong dog who is pulling and a leash clipped to the back of the harness you should say:
A) “That’s causing opposition reflex and will make him pull more.”
B) “Why do you have the leash clipped to his back?”
C) “Let’s try clipping the leash to his chest and see if that helps”
D) “I thought I told you not to clip the leash to the back of the harness.”
C) “Let’s try clipping the leash to his chest and see if that helps”
When it comes to how you handle absences in your class:
A) Put this info in your onboarding documents
B) Take it on a case-by-case basis
C) As students what they’d prefer
D) Go over your policy on the first day of class
D) Go over your policy on the first day of class
The best dog to pick for demonstration is one who:
A) Makes eye contact with you and has a slightly opened mouth
B) Has his upper body turned away from you
C) Is pulling towards the dog next to him
D) Has a closed mouth and is giving you whale eye
A) Makes eye contact with you and has a slightly opened mouth
A student comes into class hanging on for dear life with the dog whose tail is stiff and upright and is snapping at every dog in sight. Your best bet is to:
A) Place them behind a barricade
B) Tell the student to hold the leash tighter
C) Tell the student to reward the dog any time he isn’t snapping
D) Suggest the student begin with private lessons instead of the group class
D) Suggest the student begin with private lessons instead of the group class
A student comes into your class looking upset and says she is sorry she missed class last week and hasn’t had any time to work with her dog. You should say:
A) Sounds like you’ve had a busy week. I am glad you’re back with us tonight.
B) Missing classes will not help your dog improve
C) Your dog is so smart he probably didn’t need that class anyway
D) You still have to pay for the class according to our refund policy
A) Sounds like you’ve had a busy week. I am glad you’re back with us tonight.
If an owner calls before class and says that a puppy has had diarrhea for the past two days you should:
A) Advise the owner to change the puppy’s food
B) tell the owner not to worry as diarrhea is common in puppies
C) tell the owner not to bring the puppy to class and to call their vet
D) ask the owner for more information to determine if the puppy is ok and can come to class
C) tell the owner not to bring the puppy to class and to call their vet
A client calls to tell you her new dog and her senior dog are growling at each other. Your first recommendation should be:
A) reward both dogs when they are calm
B) keep the dogs separated
C) take both dogs to the vet
D) ask the dogs to perform an alternate behavior like sit
B) keep the dogs separated
Safety first, then LIMA
A student asks a complicated question during class. You should say:
A) That’s complex. You’ll need to do some research on it.
B) Give a lecture on the learning theory behind the answer
C) I don’t have time to go into that
D) That’s complicated. Why don’t we discuss it after class
D) That’s complicated. Why don’t we discuss it after class
An example of empathic listening is
A) taking notes while the client talks
B) repeating what the client says in your own words
C) asking questions as the client talks to ensure you understand
D) telling the client you can relate to how they are feeling
B) repeating what the client says in your own words
Good practices for your business should include all the following except:
A) obtain a signed client confidentiality form
B) take notes on each session
C) ask the handlers to create a safe training environment
D) be prepared with emergency plans
C) ask the handlers to create a safe training environment
A client tells you she wants to take her very anxious dog to visit nursing homes to cheer up residents. You should say:
A) I think we should hold off on that plan right now and focus on making your dog less anxious
B) I think that’s terrible and will make him even more anxious than he is now
C) we can try. What’s the worst that can happen?
D) Exposing your pup to so many people will help him get over his anxiety.
A) I think we should hold off on that plan right now and focus on making your dog less anxious
All of the following are important teaching skills except:
A) stick to the designated training plan
B) observe client’s training skills
C) help the client prioritize goals
D) motivate the client to participate in the dog’s training
A) stick to the designated training plan
Your first day of group class should include all except:
A) checking vaccination records
B) ensuring correct fit of collars and harnesses
C) instructing on how to get solid recall
D) encouraging students to ask questions
C) instructing on how to get solid recall
(In my opinion, ideally, vaccinations should be checked before group class starts, but it can’t hurt to double check them as people come in)
You want to teach a dog to fetch a ball. You ask the dog to sit and give you eye contact, then click and tear. This is:
A) Forward Chaining
B) Backward Chaining
C) Modeling
D) Capturing
A) Forward Chaining
Assuming the behavior is:
Sit and look at you > Throw the Ball > Run after the ball > Grab the ball > Come back to you > Drop the Ball
The Sit and Look at you could be the end step, but technically, it is restarting the sequence which makes this Forward Chaining
While your client is talking, you’re thinking about the next point you want to make. This is:
A) judging and analyzing
B) environmental stimulation
C) blocking effective listening
D) judgemental communication
C) blocking effective listening
For three straight sessions of your group class, a client has interrupted constantly with loud, negative remarks. You should:
A) Tell the client you have had enough and ask them to leave the class
B) Smile after each remark and thank the client for sharing
C) Ignore the client and carry on
D) Wait until after class and then suggest the client find another trainer
D) Wait until after class and then suggest the client find another trainer
Bubsy is dog-reactive on her walks. When his owner sees another dog approaching, he moves Bubsy to the other side of the road to increase distance between the dogs. This is part of the process of:
A) Negative Punishment
B) Generalization
C) Counter Conditioning
D) Desensitization
D) Desensitization
In group class, it is best to teach the most challenging behaviors:
A) at the beginning of class when the dogs are perky
B) at the end of class when the dogs are in the groove of the routine
C) whenever you feel like it
D) only to advanced students
A) at the beginning of class when the dogs are perky
Per Nicole Wilde
