Tech PAL (DS 10/23/18) Flashcards
PAL is an acronym for this.
Peer Assisting Learning (Learner)
This is the role of a PAL
to serve as a mentor to technicians in the field
Requirements to be a PAL
must be at least a CCT3, selected by their supervisors, high proficiency in soft skills
The four themes of mentorship.
coaching, failure & change, communication, practical application.
The title given to the new hire per the program.
Learner
The length of time for the new hire Program
90 Days
The official title of the new hire program
CT90
Quota should be diminished to this while with a Learner
80%
Used to aide the PAL to instruct and assess Learner Development
Training Tracker Portal
Weeks 2,3,4,6,8, and 10 take place here.
Classroom
The name of the Comcast Coaching Model that is used
The IDEA Model
IDEA is an acronym for this.
Identify, Discuss, Execute, Account
Finding an observable behavior to correct.
Identify
Going into detail about what happened and what can be done to improve performance.
Discuss
This step involves determining the action plan the learner determines to correct the issue.
Execute
This step determines if the action plan was executed to evaluate the effectiveness of the Leaner.
Account
In addition to improving performance, coaching can do this as well.
Reinforce positive behaviors.
When coaching, focus on this not this.
the behavior not the person
When coaching always ask for
the employee’s perspective
New tech classroom time
28 days
New tech field work
8 days
Number of check ins with supervisor
12
New tech field supported work time.
25 days
The 5 responsibilities of a PAL
role model of interactions, practitioner and educator, skill evaluator, resource, protector
Address behavior in terms of this.
Impact
Always end the meeting with
Action Items
Only address behaviors that you
observe
“No one likes to fail, but not all failures are bad.”
Amy Edmonson
If a goal was too easily achieved.
make future goals more challenging
If a goal took too much effort.
make new goals a little easier
if a goal was unrealistic
make sure that new goals better reflect available time and resources
if you noticed a lack of skill while pursuing a goal
make attaining those skills a goal for the future
if team members lost motivation
find ways to engage them in developing new goals and continually communicate the goals value to your unit and organization
The three main components when approaching change as a PAL
Attitude, perspective, communication
Setting this type of tone can have an impact on how change is perceived.
Positive
When framing change, this common question is asked.
What’s in it for me.
For change to be accepted, leaders need to clearly communicate this.
Purpose of change
In coaching, you practice.
Engaged listening, open-ended inquiry.
Open ended questions can’t be answered with.
Yes or No
These questions generally elicit a yes or no answer or a statement of fact.
Closed-Ended Questions
These types of questions can make an employee feel defensive.
Why?
These are some positive habits engaged listeners adopt.
Make eye contact, nod (limit verbal sounds), check for clarification, silence
Body language is a form of.
Nonverbal Communication
Instructions should be.
Clear and understandable
Week one is known as
Welcome Week
Week two covers
Safety Core
Week three covers
Cable Core
Week four covers
Cable Core
Week five covers
Field Work Cable Core
Week six covers
Xfinity Internet Cofre
Week seven covers
Internet Field Work
Week eight covers
Xfinity Video Core
Week nine covers
Video Field Work
Week ten covers
Xfinity Voice Core
Week eleven covers
Voice Field Work
Week twelve covers
Triple play quota
The exam takes place
During week thirteen
