Chapter 11
Chapter 11: Training Computer Users
Chapter 11: Training Computer Users
A Guide to Computer User Support for Help Desk and
Support Specialists
second edition
by Fred Beisse
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Learning ObjectivesLearning Objectives
Definition and goals of training Main steps in the training process Plan a training session Prepare a training session Present a training module Progress toward quality training
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What Is Training?What Is Training?
Training - A teaching and learning process that aims to build skills
Related to but different from education
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EducationEducation
Aims to provide conceptual understanding
Aims to build long-term thinking skills Provides basic vocabulary and
understanding of general principles Intended to have long lasting effects
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TrainingTraining
Focuses on performing activities and building expertise
Often tested by measuring ability to perform specific tasks
Can be short term
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The Training ProcessThe Training Process
Four Ps of End-user Training: Step 1: Plan
Gather information about training objectives Step 2: Prepare
Gather and prepare materials Organize them into modules
Step 3: Present Present training modules
Step 4: Progress Evaluate and improve training
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Step 1: Plan the Training (Overview)
Step 1: Plan the Training (Overview)
Who trainees are What they need to know or be able to
do as a result of training Background the trainees bring to the
training Level of skills trainees need Specific learning or performance
objectives
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Step 2: Prepare for the Training (Overview)
Step 2: Prepare for the Training (Overview)
Specific content Organization of topics Selection of training environment Evaluation of trainee and trainer
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Step 3: Present the TrainingStep 3: Present the Training
Practice the presentation Arrive early to check the facility Don’t read notes Don’t try to cover too much material Teach the most important skills Use humor sparingly Stop for comprehension checks Monitor the training environment Provide frequent breaks Obtain professional feedback
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Step 4: Progress TowardQuality User Training
Step 4: Progress TowardQuality User Training
Purpose: improve the quality of training Review feedback Evaluate trainer performance Modify
Presentation Materials