Tech PAL (DS 10/23/18)

Question 1

PAL is an acronym for this.

Answer 1

Peer Assisting Learning (Learner)

Question 2

This is the role of a PAL

Answer 2

to serve as a mentor to technicians in the field

Question 3

Requirements to be a PAL

Answer 3

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

Question 4

The four themes of mentorship.

Answer 4

coaching, failure & change, communication, practical application.

Question 5

The title given to the new hire per the program.

Answer 5

Learner

Question 6

The length of time for the new hire Program

Answer 6

90 Days

Question 7

The official title of the new hire program

Answer 7

CT90

Question 8

Quota should be diminished to this while with a Learner

Answer 8

80%

Question 9

Used to aide the PAL to instruct and assess Learner Development

Answer 9

Training Tracker Portal

Question 10

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

Answer 10

Classroom

Question 11

The name of the Comcast Coaching Model that is used

Answer 11

The IDEA Model

Question 12

IDEA is an acronym for this.

Answer 12

Identify, Discuss, Execute, Account

Question 13

Finding an observable behavior to correct.

Answer 13

Identify

Question 14

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

Answer 14

Discuss

Question 15

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

Answer 15

Execute

Question 16

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

Answer 16

Account

Question 17

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

Answer 17

Reinforce positive behaviors.

Question 18

When coaching, focus on this not this.

Answer 18

the behavior not the person

Question 19

When coaching always ask for

Answer 19

the employee’s perspective

Question 20

New tech classroom time

Answer 20

28 days

Question 21

New tech field work

Answer 21

8 days

Question 22

Number of check ins with supervisor

Answer 22

12

Question 23

New tech field supported work time.

Answer 23

25 days

Question 24

The 5 responsibilities of a PAL

Answer 24

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

Question 25

Address behavior in terms of this.

Answer 25

Impact

Question 26

Always end the meeting with

Answer 26

Action Items

Question 27

Only address behaviors that you

Answer 27

observe

Question 28

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

Answer 28

Amy Edmonson

Question 29

If a goal was too easily achieved.

Answer 29

make future goals more challenging

Question 30

If a goal took too much effort.

Answer 30

make new goals a little easier

Question 31

if a goal was unrealistic

Answer 31

make sure that new goals better reflect available time and resources

Question 32

if you noticed a lack of skill while pursuing a goal

Answer 32

make attaining those skills a goal for the future

Question 33

if team members lost motivation

Answer 33

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

Question 34

The three main components when approaching change as a PAL

Answer 34

Attitude, perspective, communication

Question 35

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

Answer 35

Positive

Question 36

When framing change, this common question is asked.

Answer 36

What's in it for me.

Question 37

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

Answer 37

Purpose of change

Question 38

In coaching, you practice.

Answer 38

Engaged listening, open-ended inquiry.

Question 39

Open ended questions can't be answered with.

Answer 39

Yes or No

Question 40

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

Answer 40

Closed-Ended Questions

Question 41

These types of questions can make an employee feel defensive.

Answer 41

Why?

Question 42

These are some positive habits engaged listeners adopt.

Answer 42

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

Question 43

Body language is a form of.

Answer 43

Nonverbal Communication

Question 44

Instructions should be.

Answer 44

Clear and understandable

Question 45

Week one is known as

Answer 45

Welcome Week

Question 46

Week two covers

Answer 46

Safety Core

Question 47

Week three covers

Answer 47

Cable Core

Question 48

Week four covers

Answer 48

Cable Core

Question 49

Week five covers

Answer 49

Field Work Cable Core

Question 50

Week six covers

Answer 50

Xfinity Internet Cofre

Question 51

Week seven covers

Answer 51

Internet Field Work

Question 52

Week eight covers

Answer 52

Xfinity Video Core

Question 53

Week nine covers

Answer 53

Video Field Work

Question 54

Week ten covers

Answer 54

Xfinity Voice Core

Question 55

Week eleven covers

Answer 55

Voice Field Work

Question 56

Week twelve covers

Answer 56

Triple play quota

Question 57

The exam takes place

Answer 57

During week thirteen