Question 1

The primary purpose of the Instructor role is to provide on the job training to guide and support Trainees through the early stages of the role.

Which of the following are not aspects of the Instructor job role?

Accepted Answer

Only provide feedback to a Team Leader, Supervisor or Management if there are concerns with a trainee’s conduct

Answer

Assesses Trainees’ progress against LMS progress and Instructor organizers

Answer

Encourage Trainees to improve and maintain performance through positive and constructive feedback

Answer

Introduce Trainees to members of Induction and main department

Question 2

Active listening is also an important part of effective communication. What five ways can you demonstrate to your trainees that you are actively listening to them?

Accepted Answer

Pay attention - Give the speaker your undivided attention, and acknowledge the message

Answer

Continue to complete your other tasks whilst listening to the speaker as you will likely still pick up on the key aspects of what they are saying.

Answer

If the speaker is wrong, interrupt them as quickly as possible to correct them.

Question 3

As an Instructor, you will need to use the Tell, Show, Ask technique. Why is it important to ensure that you implement Tell, Show, Ask into your coaching sessions?

Accepted Answer

To identify gaps in knowledge and plan further coaching around this

Answer

So that the trainees have confidence that you know the advisor job role, and what you are talking about

Answer

It will look good when your Team Leader completes an observation on you

Question 4

Non-verbal Communication – Content – Make sure the content does not take away from the message you are trying to convey, Eye contact, Tone - Don’t use images that are graphic or could be upsetting

Accepted Answer

true

Answer

false

Question 5

External distractions

Speaker distractions

Language

Body language

Perspective

Asking questions

Visual cues such as nodding, and other facial expressions

Are all considered as barriers to listening?

Accepted Answer

false

Answer

true

Question 6

How can you ensure that the trainee understands the feedback they received?

Accepted Answer

By asking the trainee to summarize the feedback and email back their summary after the feedback meeting concludes.

Answer

By repeating the feedback 10 times.

Answer

By avoiding difficult or technical words.

Answer

By sending a follow-up email restating the feedback.

Question 7

What are the 3 types of feedback?

Accepted Answer

Collaborative, Verbal & Written

Answer

Verbal, Written & Coerced

Answer

Neglectful, Unhelpful& Verbal

Answer

Written, Non-verbal & Aggressive

Question 8

Which is not a step in the feedback process?

Accepted Answer

Demanding agreement from the person receiving feedback

Answer

Setting the stage for feedback

Answer

Describing your observations

Answer

Checking for understanding

Question 9

What is the primary goal of giving feedback?

Accepted Answer

To promote growth and development.

Answer

To punish employees for poor performance.

Answer

To boost the ego of high-performing employees.

Answer

To make the manager's job easier.

Question 10

What is one potential consequence of not giving feedback at all?

Accepted Answer

Mistakes can go uncorrected and lead to bigger problems

Answer

There is too much micromanagement

Answer

Employees become too dependent on feedback

Answer

Workload becomes too heavy

Question 11

What are the characteristics of effective feedback?

Accepted Answer

It is specific, timely, constructive, and actionable

Answer

It is general, immediate, negative, and unhelpful

Answer

It is detailed, late ,positive, and informative

Answer

It is vague, delayed, critical, and uninformative

Question 12

What should coaches do to tailor coaching sessions for different learning styles?

Accepted Answer

Provide a variety of learning methods to appeal to different styles

Answer

Provide only hands-on learning methods

Answer

Provide learning methods based on age

Answer

Provide the same learning method for everyone

Question 13

To ensure that we are delivering, we should...

Accepted Answer

Match the customers level of understanding

Answer

Make sure the New Starter knows what you're saying without saying it

Answer

Assume the customer understands as you've provided the information needed

Answer

Provide irrelevant information as this will help them with any query they might have in the future

Question 14

What is the goal of implementing and delivering coaching sessions?

Accepted Answer

To help delegates acquire new skills and improve performance

Answer

To promote the coach's own career advancement

Answer

To entertain delegates with interesting stories

Answer

To intimidate delegates into working harder

Question 15

What is a key characteristic of the Theorist learning style?

Accepted Answer

Prefers structured and logical approaches to learning

Answer

Prefers emotional experiences to learning

Answer

Prefers creative exploration to learning

Answer

Prefers kinaesthetic activities to learning

Question 16

To show that we are empathizing with the customer, we should...

Accepted Answer

Demonstrate an understanding of the issue

Answer

Pass the blame

Answer

Follow an empathetic phrase with something negative

Answer

Say you're sorry if you don’t mean it

Question 17

Definition: Means answering the customer's questions or bringing their issues to a satisfactory conclusion to the best of your ability by using the resources available.

Accepted Answer

Resolve

Answer

Inform

Answer

Enhance

Answer

HEARD

Question 18

What is the Adult Learning Cycle?

Accepted Answer

A process of how adults learn best

Answer

A form of exercise routine

Answer

A type of bicycle for adults

Answer

A method for teaching children

Question 19

What is a key characteristic of the Reflector learning style?

Accepted Answer

Prefers to learn through reflection and observation

Answer

Prefers to learn through summarizing information

Answer

Prefers to learn through peer interaction

Answer

Prefers to learn through action

Question 20

What happens when Action Points aren't followed up on?

Accepted Answer

The trainee may not make the desired improvement

Answer

The Instructor will be happy regardless

Answer

The trainee will improve regardless

Answer

The Instructor will give up on the recipient

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