APCO CTO 6th Edition UPDATED ACTUAL Questions and CORRECT
Answers
Question: __________ are designed to give CTOs specific rubrics to objectively evaluate a trainee's
behavior and performance.
Correct Answer: Standardized Evaluation Guidelines (SEG)
Question: __________ are used to provide an "at-a-glance" overview of a trainee's overall progress and
performance by using DORs as the source document.
Correct Answer: Trainee Tracking Sheet
Question: __________ contains a comprehensive and standardized document (agency-specific) containing
all the tasks and competencies involved in the specific jobs being taught.
Correct Answer: Trainee Task List
Question: __________ is a form used by CTOs to detail training activities and evaluate trainee
performance with objective comments following standard evaluation guidelines.
Correct Answer: Daily Observation Report (DOR)
Question: __________ is a results-based and systematic approach, focusing on developing trainees to
achieve performance goals specific to their duties and responsibilities.
Correct Answer: Performance-Based Training
Question: According to the text, to help the trainee derive experiences in all service demands and working
conditions, it is recommended that the trainee is __________.
Correct Answer: put on rotation schedule of assignment to different shifts covering all days of the week.
Question: According to the text, which of the following is a benefit of standardized training? Court
defensible, EEOC Consistent, Mitigates liability, Same learning experience to all employees, Identifies
performance gaps earlier
Correct Answer: All of the above
Question: According to the text, which of the following is NOT listed as a role of the CTO? Director
Agency Administrator/Team Player Coach Evaluator Mentor Role Model Teacher
Correct Answer: Director
Question: Beyond the required daily evaluations conducted by CTOs of the trainee, there should be an
evaluation of the __________ and the __________ completed by trainees.
Correct Answer: CTO, CTO Program
Question: The nationwide recognition of the success of the San Jose's __________ led the way to
development of the Communications Training Officer (CTO) Training Program.
Correct Answer: Field Training Officer (FTO) Program
Question: __________ are in the best position to observe training operations and activities collectively
from an outside viewpoint.
Correct Answer: CTO Coordinators
, Question: __________ 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.
Correct Answer: Documentation
Question: According to the text, equal emphasis on __________, __________, and __________ in a CTO
program helps maintain a balanced system.
Correct Answer: training, evaluation, documentation
Question: According to the text, what is a core component of the CTO program?
Correct Answer: on-the-job training
Question: True or False
Correct Answer: Since on-the-job testing consists of practical application, it never mirrors some of the
components in the academic phase.: False
Question: The result of final evaluation, or the evaluation only phase, can result in a recommendation of
Correct Answer: Sign off Remediate and continue training with specified benchmarks for improvement
and completion Discontinue any further training efforts based upon the current performance as well as
subsequent DOR documentation Any of the above: Any of the above
Question: True or False
Correct Answer: Trainees should never work a position alone and should not be separated from the CTO
until the appropriate training cycle is completed.- : True
Question: __________ motivators are internally driven, while __________ are tangible rewards.
Correct Answer: Intrinsic, Extrinsic
Question: __________ refers to the situation in which the communication occurs.
Correct Answer: Context
Question: According to the text, which of the following is NOT a tip for active listening? Pay attention
Show that you are listening Provide feedback Offer counterarguments Defer judgment Respond
appropriately
Correct Answer: Offer counterarguments
Question: 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.
Correct Answer: listening
Question: True or False
Correct Answer: Because the CTO is training the telecommunicator on a brand new position, their past
experience is irrelevant to current training.: False
Question: Communication can be categorized as __________, __________, and __________.-
Correct Answer: verbal, nonverbal, paraverbal
Question: Effective counseling should result in what five results?
Answers
Question: __________ are designed to give CTOs specific rubrics to objectively evaluate a trainee's
behavior and performance.
Correct Answer: Standardized Evaluation Guidelines (SEG)
Question: __________ are used to provide an "at-a-glance" overview of a trainee's overall progress and
performance by using DORs as the source document.
Correct Answer: Trainee Tracking Sheet
Question: __________ contains a comprehensive and standardized document (agency-specific) containing
all the tasks and competencies involved in the specific jobs being taught.
Correct Answer: Trainee Task List
Question: __________ is a form used by CTOs to detail training activities and evaluate trainee
performance with objective comments following standard evaluation guidelines.
Correct Answer: Daily Observation Report (DOR)
Question: __________ is a results-based and systematic approach, focusing on developing trainees to
achieve performance goals specific to their duties and responsibilities.
Correct Answer: Performance-Based Training
Question: According to the text, to help the trainee derive experiences in all service demands and working
conditions, it is recommended that the trainee is __________.
Correct Answer: put on rotation schedule of assignment to different shifts covering all days of the week.
Question: According to the text, which of the following is a benefit of standardized training? Court
defensible, EEOC Consistent, Mitigates liability, Same learning experience to all employees, Identifies
performance gaps earlier
Correct Answer: All of the above
Question: According to the text, which of the following is NOT listed as a role of the CTO? Director
Agency Administrator/Team Player Coach Evaluator Mentor Role Model Teacher
Correct Answer: Director
Question: Beyond the required daily evaluations conducted by CTOs of the trainee, there should be an
evaluation of the __________ and the __________ completed by trainees.
Correct Answer: CTO, CTO Program
Question: The nationwide recognition of the success of the San Jose's __________ led the way to
development of the Communications Training Officer (CTO) Training Program.
Correct Answer: Field Training Officer (FTO) Program
Question: __________ are in the best position to observe training operations and activities collectively
from an outside viewpoint.
Correct Answer: CTO Coordinators
, Question: __________ 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.
Correct Answer: Documentation
Question: According to the text, equal emphasis on __________, __________, and __________ in a CTO
program helps maintain a balanced system.
Correct Answer: training, evaluation, documentation
Question: According to the text, what is a core component of the CTO program?
Correct Answer: on-the-job training
Question: True or False
Correct Answer: Since on-the-job testing consists of practical application, it never mirrors some of the
components in the academic phase.: False
Question: The result of final evaluation, or the evaluation only phase, can result in a recommendation of
Correct Answer: Sign off Remediate and continue training with specified benchmarks for improvement
and completion Discontinue any further training efforts based upon the current performance as well as
subsequent DOR documentation Any of the above: Any of the above
Question: True or False
Correct Answer: Trainees should never work a position alone and should not be separated from the CTO
until the appropriate training cycle is completed.- : True
Question: __________ motivators are internally driven, while __________ are tangible rewards.
Correct Answer: Intrinsic, Extrinsic
Question: __________ refers to the situation in which the communication occurs.
Correct Answer: Context
Question: According to the text, which of the following is NOT a tip for active listening? Pay attention
Show that you are listening Provide feedback Offer counterarguments Defer judgment Respond
appropriately
Correct Answer: Offer counterarguments
Question: 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.
Correct Answer: listening
Question: True or False
Correct Answer: Because the CTO is training the telecommunicator on a brand new position, their past
experience is irrelevant to current training.: False
Question: Communication can be categorized as __________, __________, and __________.-
Correct Answer: verbal, nonverbal, paraverbal
Question: Effective counseling should result in what five results?
