APCO- ALL Quizzes-Final Exam
Questions with Correct Answers
__________ are designed to give CTOs specific rubrics to objectively evaluate a
trainee's behavior and performance. - ANSWER-Standardized Evaluation Guidelines
(SEG)
__________ are used to provide an "at-a-glance" overview of a trainee's overall
progress and performance by using DORs as the source document. - ANSWER-Trainee
Tracking Sheet
__________ contains a comprehensive and standardized document (agency-specific)
containing all the tasks and competencies involved in the specific jobs being taught. -
ANSWER-Trainee Task List
__________ is a form used by CTOs to detail training activities and evaluate trainee
performance with objective comments following standard evaluation guidelines. -
ANSWER-Daily Observation Report (DOR)
__________ is a results-based and systematic approach, focusing on developing
trainees to achieve performance goals specific to their duties and responsibilities. -
ANSWER-Performance-Based Training
According to the text, to help the trainee derive experiences in all service demands and
working conditions, it is recommended that the trainee is __________. - ANSWER-put
on rotation schedule of assignment to different shifts covering all days of the week.
According to the text, which of the following is a benefit of standardized training? -
ANSWER-All of the above
According to the text, which of the following is NOT listed as a role of the CTO? -
ANSWER-Director
Beyond the required daily evaluations conducted by CTOs of the trainee, there should
be an evaluation of the __________ and the __________ completed by trainees. -
ANSWER-CTO, CTO Program
The nationwide recognition of the success of the San Jose's __________ led the way to
development of the Communications Training Officer (CTO) Training Program. -
ANSWER-Field Training Officer (FTO) Program
__________ are in the best position to observe training operations and activities
collectively from an outside viewpoint. - ANSWER-CTO Coordinators
, __________ for the CTO program should include any written or multimedia records that
illustrate the activities involving a given trainee as well as any written communications
regarding said trainee. - ANSWER-Documentation
According to the text, equal emphasis on __________, __________, and __________
in a CTO program helps maintain a balanced system. - ANSWER-training, evaluation,
documentation
According to the text, which of the following is a core component of the CTO program? -
ANSWER-on-the-job training
Since on-the-job testing consists of practical application, it never mirrors some of the
components in the academic phase. - ANSWER-False
The result of final evaluation, or the evaluation only phase, can result in a
recommendation of: - ANSWER-Any of the above
Trainees should never work a position alone and should not be separated from the CTO
until the appropriate training cycle is completed. - ANSWER-True
__________ motivators are internally driven, while __________ are tangible rewards. -
ANSWER-Intrinsic, Extrinsic
__________ refers to the situation in which the communication occurs. - ANSWER-
Context
According to the text, which of the following is NOT a tip for active listening? -
ANSWER-Offer counterarguments
Active __________ involves demonstrating an interest and understanding in what is
being said through staying focused, asking questions, listening for the main point, and
comprehending the rationale behind what is being said. - ANSWER-listening
Because the CTO is training the telecommunicator on a brand new position, their past
experience is irrelevant to current training. - ANSWER-False
Communication can be categorized as __________, __________, and __________. -
ANSWER-verbal, nonverbal, paraverbal
Effective counseling should result in: - ANSWER-All of the above
In the communication cycle the only thing that matters is that the message was
delivered to the receiver, feedback from the receiver is not required. - ANSWER-False
In the communications cycle, the person who initiates the communication (CTOs in
most training situations) is referred to as the __________. - ANSWER-sender
Questions with Correct Answers
__________ are designed to give CTOs specific rubrics to objectively evaluate a
trainee's behavior and performance. - ANSWER-Standardized Evaluation Guidelines
(SEG)
__________ are used to provide an "at-a-glance" overview of a trainee's overall
progress and performance by using DORs as the source document. - ANSWER-Trainee
Tracking Sheet
__________ contains a comprehensive and standardized document (agency-specific)
containing all the tasks and competencies involved in the specific jobs being taught. -
ANSWER-Trainee Task List
__________ is a form used by CTOs to detail training activities and evaluate trainee
performance with objective comments following standard evaluation guidelines. -
ANSWER-Daily Observation Report (DOR)
__________ is a results-based and systematic approach, focusing on developing
trainees to achieve performance goals specific to their duties and responsibilities. -
ANSWER-Performance-Based Training
According to the text, to help the trainee derive experiences in all service demands and
working conditions, it is recommended that the trainee is __________. - ANSWER-put
on rotation schedule of assignment to different shifts covering all days of the week.
According to the text, which of the following is a benefit of standardized training? -
ANSWER-All of the above
According to the text, which of the following is NOT listed as a role of the CTO? -
ANSWER-Director
Beyond the required daily evaluations conducted by CTOs of the trainee, there should
be an evaluation of the __________ and the __________ completed by trainees. -
ANSWER-CTO, CTO Program
The nationwide recognition of the success of the San Jose's __________ led the way to
development of the Communications Training Officer (CTO) Training Program. -
ANSWER-Field Training Officer (FTO) Program
__________ are in the best position to observe training operations and activities
collectively from an outside viewpoint. - ANSWER-CTO Coordinators
, __________ for the CTO program should include any written or multimedia records that
illustrate the activities involving a given trainee as well as any written communications
regarding said trainee. - ANSWER-Documentation
According to the text, equal emphasis on __________, __________, and __________
in a CTO program helps maintain a balanced system. - ANSWER-training, evaluation,
documentation
According to the text, which of the following is a core component of the CTO program? -
ANSWER-on-the-job training
Since on-the-job testing consists of practical application, it never mirrors some of the
components in the academic phase. - ANSWER-False
The result of final evaluation, or the evaluation only phase, can result in a
recommendation of: - ANSWER-Any of the above
Trainees should never work a position alone and should not be separated from the CTO
until the appropriate training cycle is completed. - ANSWER-True
__________ motivators are internally driven, while __________ are tangible rewards. -
ANSWER-Intrinsic, Extrinsic
__________ refers to the situation in which the communication occurs. - ANSWER-
Context
According to the text, which of the following is NOT a tip for active listening? -
ANSWER-Offer counterarguments
Active __________ involves demonstrating an interest and understanding in what is
being said through staying focused, asking questions, listening for the main point, and
comprehending the rationale behind what is being said. - ANSWER-listening
Because the CTO is training the telecommunicator on a brand new position, their past
experience is irrelevant to current training. - ANSWER-False
Communication can be categorized as __________, __________, and __________. -
ANSWER-verbal, nonverbal, paraverbal
Effective counseling should result in: - ANSWER-All of the above
In the communication cycle the only thing that matters is that the message was
delivered to the receiver, feedback from the receiver is not required. - ANSWER-False
In the communications cycle, the person who initiates the communication (CTOs in
most training situations) is referred to as the __________. - ANSWER-sender
