Training Computer Users A Guide to Computer User Support for Help Desk & Support Specialists Fourth Edition by Fred Beisse Chapter 10 Training Computer Users 1

Chapter Objectives In this chapter, students will learn about: The goals of training activities Steps in the training process How to plan a training session How to prepare a training session How to present a training module How to progress toward quality training A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 2

What Is Training? Training is a teaching and learning process that aims to build skills that are immediately useful to trainees Related to, but different from, education A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 3

Education Education: provides conceptual understanding and builds long-term thinking skills Builds basic vocabulary (concepts) Fosters an understanding of general principles Intended to have long lasting effects A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 4

Training Training Focuses on performing activities and building expertise Evaluated by measuring a trainee’s ability to perform specific tasks Can be short term A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 5

The Training Process Four Ps of end-user training: Step 1: Plan Gather information about training objectives Step 2: Prepare Gather and develop materials Organize materials into modules Step 3: Present Deliver training modules Step 4: Progress Evaluate and improve training A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 6

Step 1: Plan the Training (Overview) Determine Who the trainees are Background the trainees bring to the training What trainees need to know or be able to do as a result of training Level of skills trainees need What the trainees already know Specific learning or performance objectives A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 7

Determine Trainee Backgrounds Skill level Novices Intermediate users Users with advanced skills Age Youth Adults Seniors Motivation Self-selected attendance Required attendance A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 8

Determine Trainee Content Needs Discover trainee content needs from: Position descriptions Interviews with: Trainees Supervisors A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 9

Determine Skill Levels Trainees Need Lowest Level Concepts: ability to use basic vocabulary Understanding: ability to explain concepts Skills: ability to perform a basic task Expertise: ability to perform a task effectively and efficiently Highest Level A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 10

Determine What Trainees Already Know Measure prior knowledge with: Trainee interviews Supervisor interviews Pretests Trainers can adjust for differences in prior knowledge with: Background materials Introductory sessions A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 11

Appropriate Level of Training Materials Level of instruction alternatives: Teach to “average” of trainees Target instruction somewhat below “average” Use demonstrations and examples trainees relate to Be aware of trainee diversity Cultural experiences Language backgrounds A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 12

Define Training Objectives Learning objective: statement of the knowledge and skills trainees need to learn Performance objective: statement of what a trainee needs to be able to do at the end of a training session Training objectives Usually start with an action verb: Plan, describe, explain, perform, evaluate, analyze, repair Should be measurable A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 13

Step 2: Prepare for the Training (Overview) Specify topics to cover Organize the topics Select an effective training format A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 14

Specify Topics to Cover Sources of topics Trainer’s knowledge of what is important Training objectives (from Step 1 above) Topics covered by other trainers and writers Examples from successful training materials Tip: decide what not to cover, too Avoid: Copying training materials verbatim Covering too much information Tip: Effective trainers usually cover a little less material, rather than too much A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 15

Organize the Topics Progress from lower-level skills to higher-level skills Introduce concepts and vocabulary terms first Then provide explanations to build understanding Focus on building basic skills and abilities next Finally, build expertise A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 16

Training Session Template 1. Introduce trainer 2. Review previous topics 3. Introduce new topic 4 .Establish motivation 5. Present new material Concepts Explanations 6. Perform training activities Teach basic skill and abilities Build skills and expertise 7. Summarize and review main points 8. Describe next steps and resources 9. Obtain evaluation and feedback A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 17

Select an Effective Training Format Classes (15-25 trainees) Small groups (12 or fewer trainees) One-to-one training Self-guided tutorials A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 18

Classes Advantages Disadvantages Cost-effective Single trainer for many trainees Potential use of special training facility Take advantage of social learning – knowledge or skill learned during interactions among trainees Disadvantages Reluctance to ask for help in a large group Harder to accommodate different learning paces A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 19

Small Groups Advantages Disadvantages Greater availability of individual assistance More trainee-to-trainee interaction and social learning Disadvantages Higher cost A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 20

One-to-One Training Advantages Disadvantages Trainer can closely monitor learning curve Availability of immediate help and feedback Disadvantages High cost No social learning among peers One-to-one variation: on-the-job training – work colleague or supervisors play role of coach and mentor to new employee A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 21

Self-Guided Tutorials Advantages No additional trainer cost after materials have been developed Trainee sets individualized pace of learning Disadvantages Assistance and feedback may not be available A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 22

How Learners Learn Learning style: the way a trainee learns most effectively No single learning style works for every trainee Each trainee has a preferred learning style Information retention and learning performance improve with activity and repetition A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 23

Common Learning Styles Visual learner: trainee who learns most effectively by seeing new material Reading Viewing picture or chart Auditory learner: trainee who learns most effectively by listening to someone talk through new material Listening to lecture Experiential learner: trainee who learns most effectively by performing a task Also called kinesthetic learning A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 24

Learning Methods and Retention A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 25

Bloom’s Taxonomy of Cognitive Skills Knowledge ability to remember facts or information Comprehension ability to understand meaning Application ability to use information in a new situation Analysis ability to break down information into understandable parts Synthesis ability to reconstruct a new pattern or meaning from facts and data Evaluation ability to judge ideas or information A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 26

Delivery Method Delivery method: choice among instructional technology, media, or approaches to presenting information or training materials Lectures and readings are popular delivery methods, but are they the most effective? A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 27

Common Delivery Methods A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 28

Lecture Method Advantage Disadvantage Traditional training method Effective use of trainer’s time Disadvantage Passive learner role Often used in combination with other delivery methods A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 29

Reading Assignments Example materials Advantages Disadvantages Textbook Trade book Vendor manual Advantages More active learner involvement than lecture Disadvantages Amount of reading must be limited to time available Trainers need to evaluate organization and effectiveness of materials Need to match level of materials with reading ability of trainees A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 30

Online Reading Assignments Example materials Online help systems Manuals on CDs Manuals available on Internet (PDF files) Advantages Tend to be better written than many printed vendor manuals Enable increased trainee interaction and flexibility with hyperlinks Disadvantages Online access is no guarantee of quality Some online materials are difficult to read Online materials are not as portable as print materials A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 31

Group Discussion Advantages Disadvantages Actively involves trainees in peer-to-peer learning Most effective when shared experiences are beneficial to learning process Disadvantages Trainees may be reluctant to participate Trainers may fear loss of control over training situation A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 32

Visual Aids Example materials Advantages Disadvantages Pictures Charts Diagrams Graphic images Advantages Tend to be retained more effectively than auditory information Disadvantages Must be large enough to be visible to entire audience Tip: Use simple designs with careful use of color, fonts, art work for emphasis A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 33

Multimedia Materials Multimedia materials: combine: Advantages Text Still images Animation Sound Advantages Each form of media can reinforce others Can increase amount of material learned and ability to recall Disadvantages Cost prohibitive for single use (training session) Tip: More cost-effective when development expenses can be spread over multiple training sessions A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 34

Handouts and Reference Sheets Training session is one-time event “Take-away” information from a training session is useful Handouts Reference Sheets Advantages Reinforce training when trainee returns to workstation Include enough information that trainees can recall important facts or steps in a procedure Disadvantages Should not contains excessive detail Tip: Simple handout is preferable to comprehensive one A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 35

Product Demonstrations Facilitate hands-on demonstrations of hardware or software products Effective with LCD or DLP projectors Advantages Cost of projectors is now more affordable Visible to large groups of 50-75 trainees Trainees can “look over” trainer’s shoulder Disadvantages Important to adjust pace, especially in a GUI environment A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 36

Tutorials Tutorial: interactive learning method Advantages Self-guided Self-paced Step-by-step Advantages Effective for introductory materials Opportunity to repeat difficult lessons or take a refresher course After development, low cost for additional users Disadvantages High initial cost to develop quality materials Trainee assistance may be unavailable A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 37

Hands-On Activities Sometimes called lab exercises Advantages Let users Try out what has been learned Practice what has been learned Build skills and expertise Learn to become self-reliant Disadvantages Most effective when trainees receive immediate feedback on performance Unlearning a habit or skill is difficult A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 38

Case Studies Larger hands-on or teamwork projects Advantages Encourage the transition: From artificial environment of training room To realities of business world Based on real business situations Requires trainees to apply skills they have learned Can build teamwork skills on group projects A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 39

Role Playing Role playing: trainees participate in a rehearsal or practice of a simulated work situation Trainees experience the roles of: Users Support staff Project leader Trainers Trainees Advantages Trainees build skills and experience emotions A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 40

Collaborative or Group Learning Collaborative learning involves: Group discussions Collective hands-on activities Group problem solving Role playing Participation on a case study team Advantages Recognizes that learning is often a social activity Trainees can learn from each other as well as from trainer Builds teamwork skills A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 41

Computer-Based Training (CBT) Computer-Based Training (CBT): combination of: Tutorials Multimedia Product demonstrations Hands-on activities Advantages Uses computer as automated training system Cost-effective for large numbers of trainees Disadvantages Expensive to develop quality CBT modules Tip: Some CBT systems handle training administration tasks A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 42

Web-Based Training (WBT) Web-Based Training (WBT): similar to CBT, except Internet replaces CD/DVD media as delivery vehicle Advantages Cost-effective for large numbers of trainees Disadvantages Expensive to develop quality materials Not all Web-based materials are high quality Tip: Trainers need to carefully evaluate the quality of Web- based materials A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 43

Changing Role of Trainers in Online, Self-Guided Training World Less trainer time spent on preparation and presentation of training materials More trainer time spent to: Assess trainee needs Plan and design training programs Evaluate and recommend training materials Motivate trainees Help make transitions between modules Assess training performance and effectiveness Assist trainees A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 44

Develop Specific Training Materials Most trainers do not develop training materials from scratch Existing resources Vendor manuals Trade books Textbooks Industry training packages Caveats Respect copyrights Select materials related to trainee interests A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 45

Design Training Evaluation Methods Training assessment: measures whether training activities met the learning and performance goals Trainee evaluation: How well did trainees learn the material? Test or quiz Hands-on activities and exercises Trainer assessment: How well did trainer prepare and present the material? Trainee performance results Evaluation form or survey A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 46

Trainer Evaluation Form Provide vehicle for trainees’ perspective on strengths and areas that need improvement in training session Sample questions Were training objectives clear? Were terms used in training defined? Was training well organized? Were training aids useful? A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 47

Sample Training Evaluation Form A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 48

Step 3: Present the Training A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 49

Tips on Presentations Beta test run: practice training session to give a trainer feedback: On training materials On presentation On timing On transitions between topics Do a dry run at the training facility to check on: Computer equipment Projection equipment Lights Sound Furniture A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 50

Tips on Presentations (continued) Use notes In outline form Don’t read entire presentation Cover too little rather than too much material Avoid trainee questions than may get off track Cover the important skills first Avoid features that are “bells and whistles” Bells and whistles: features of hardware or software that are interesting but infrequently used Focus on education instead of entertainment A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 51

Tips on Presentations (continued) Ask “quick check” comprehension questions of trainees Direct questions Open-ended questions Group discussion questions Read the “body language” of trainees to see if they are comfortable, interested, bored, inattentive Take frequent short breaks in a long session Get feedback from colleagues or a videotaped session A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 52

Step 4: Progress Toward Quality User Training Purpose: improve the quality of training Review feedback from trainees and colleagues Evaluate trainer performance Modify: Presentation style and methods Training materials A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 53

Evaluation Resources for Trainer Results of training beta tests Results of trainee performance tests Trainee feedback on training Observations of training colleagues Videotaped training sessions A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 54

Tips on Training Quality Keep technical materials current Verify materials against the latest versions of hardware and software Take advantage of training resources available on the Internet, such as those listed in Table 10-1 in the chapter A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 55

Learning Management System Learning management system (LMS): software tool to automate training program tasks Authoring tool Training session management Libraries of instructional and reference materials Trainee testing and exam management Progress tracking Record keeping Skills database Certification database A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 56

Chapter Summary Training is an important user support function because it makes users: More self-reliant More productive Less likely to need support services A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 57

Chapter Summary (continued) Steps in the training process: Plan Learning and performance objectives Define needed: Concepts Understanding Skills Expertise Prepare materials for delivery in: Classroom Small group One-to-one Self-guided training A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 58

Chapter Summary (continued) Steps in the training process (continued): 3. Prepare materials for delivery as: Lectures Readings Group discussion Visual aids and multimedia Handouts Demonstrations Tutorials Hands-on activities Case studies Role playing Group learning Automated learning (CBT, WBT) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 59

Chapter Summary (continued) Steps in the training process (continued): 4. Present materials Use guidelines for effective presentations 5. Progress training Evaluate both trainees and trainer Improve training materials and presentation style Learning management systems automate many instructional and administrative tasks A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 60