human performance fundamentals turning defense into offense
TRANSCRIPT
![Page 1: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/1.jpg)
HUMAN PERFORMANCE FUNDAMENTALS
Turning Defense into Offense
![Page 2: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/2.jpg)
Introductions
• Name• Position• Location• Time on job• Expectations
2
![Page 3: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/3.jpg)
Housekeeping
• Restrooms• Exits (fire assembly area)• Breaks• Cell Phones• Parking Lot• Safety Note
3
![Page 4: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/4.jpg)
Purpose of this Training
To reduce the frequency and severity of events and improve operational performance.
4
Senior Management Quote Here
![Page 5: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/5.jpg)
At (your company name here), we value safety
5
• HP Tools and Concepts• Error free = event free
• Event-Free Clocks• Goal is ZERO accidents
![Page 6: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/6.jpg)
Why Learn this at (your company name here)?
• Values: what we care about most; our beliefs.
• Culture: all the common values of the company. These influence everyone’s attitudes, choices, and behavior.
• Performance Improvement: we can anticipate an error-free workplace
6
![Page 7: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/7.jpg)
Training Objectives
• Describe the types and causes of human error
• Describe human performance concepts and principles
• Apply the principles of human performance in a case study
• Identify the human performance tools• Apply the appropriate tools in work
situations
7
![Page 8: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/8.jpg)
Module 1
Types and Causes of Human Error
8
![Page 9: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/9.jpg)
Defining Human Performance
• Department of Energy (DOE)• Concepts• Principles• System
– Not step-by step process
• Behaviors
9
![Page 10: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/10.jpg)
Little Things Lead to Big Things!
10
600
1
3010
![Page 11: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/11.jpg)
Layers of Responsibility Contributing to Human Performance
11
![Page 12: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/12.jpg)
It is a system of interdependencies
The Elements that Impact Human Performance
12
![Page 13: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/13.jpg)
Read the following sentence and count the number of F’s you find.
13
Counting Exercise
![Page 14: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/14.jpg)
FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS.
14
Counting Exercise
![Page 15: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/15.jpg)
FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS.
15
Did you find six?
Counting Exercise
![Page 16: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/16.jpg)
Reading Exercise
Clearly read the following paragraphs.
16
![Page 17: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/17.jpg)
Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer in waht oredr the ltteers in a wrod are wirttn, the olny iprmoetnt tihng is that the frist and lsat ltteer be at the rghit pclae.
The rset can be a total mses and you can sitll raed it wouthit porbelms. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe. Amzanig huh?
17
Reading Exercise
![Page 18: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/18.jpg)
Types of Errors:
18
• Active Error – An obvious mistake that has immediate, visible consequences.
• Latent Error – A hidden mistake that
has consequences that
are not immediate. *(Seat belts are a good idea)
![Page 19: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/19.jpg)
How we commit errors
19
HumanError
UnintendedAction
IntendedAction
Slip
Lapse
Mistake
Attention FailureIntrusion, Omission,
Misorder, Mistiming
Planning FailureMisapplication of good ruleApplication of bad rule
Violation
Memory FailureForgetting intention
Lost placeOmitting planned item
HumanError
UnintendedAction
Slip
Lapse
Attention FailureIntrusion, Omission,
Mis-order, Mistiming
Shortcuts
Memory FailureForgetting intention
Lost placeOmitting planned item
![Page 20: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/20.jpg)
Human Information Processing
20
Source: Wickens, 1992
ThinkingThinkingSensingSensing ActingActing
InformationFlow Path
SharedAttentionResources
![Page 21: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/21.jpg)
Performance Modes
21
Knowledge BasedPatterns
Rules BasedIf - Then
Skills BasedAuto
Familiarity (w/ task)Low High
High
Low
Atten
tion
(to
task
)
Inattention
Misinterpretation
Inaccurate Mental Picture
Sour
ce: J
ames
Rea
son.
Man
agin
g th
e Ri
sks
of O
rgan
izati
onal
Acc
iden
ts, 1
998.
1 in 1,000
1 in 100
1 in 10
Error Rate Reduction
![Page 22: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/22.jpg)
Error Traps produce anerror-likely situation
22
TaskDemands
Erro
r Tra
ps
Individual
Capabilities
Erro
r Tra
ps
Work
Environment
Error Traps
Human
NatureError Traps
![Page 23: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/23.jpg)
Sometimes we’re up and sometimes we’re down!
Recognize and work with it.
23
![Page 24: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/24.jpg)
Event Causation
24
![Page 25: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/25.jpg)
Module 2
Human Performance Concepts and Principles
25
![Page 26: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/26.jpg)
Five Principlesof Human Performance
26
1. People are fallible.
2. Error situations are predictable.
3. Organization influences behavior.
4. Reinforcement effects performance.
5. Understanding the past helps avoid events.
![Page 27: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/27.jpg)
Layers of Responsibility Contributing to Human Performance
27
![Page 28: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/28.jpg)
5 443 32 2 11
1
1
2
2
3
3
4
4
Behavior vs. Result
28
Which shooter had better “results”?
5 443 32 2 11
1
1
2
2
3
3
4
4
![Page 29: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/29.jpg)
Performance Formula
29
![Page 30: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/30.jpg)
Functions of Defenses
30
• Create Awareness
• Detect and Warn
• Protect
• Recover
• Contain
• Enable Escape
![Page 31: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/31.jpg)
Defense in Depth
31
![Page 32: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/32.jpg)
Sources of Latent Organizational Weakness
32
Processes
• Control of work• Training• Accountability
policy• Equipment design• Process
development• Use of work force
Values
• Priorities• Measures &
controls• Coaching &
teamwork• Rewards &
sanctions• Reinforcement
![Page 33: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/33.jpg)
Module 3
Applying the Principles
33
![Page 34: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/34.jpg)
34
Develop Case Study/Video for your
Organization
Develop Case Study/Video for your
Organization
![Page 35: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/35.jpg)
Questions on the Case Study
1. What were the consequences of this event, short and long range, and what was their significance?
2. What were some of the latent organizational weaknesses?
3. What defenses were removed or flawed?
4. What values or organizational beliefs may have contributed to the event?
5. What were some of the error traps?
6. What can we learn from this case study?
35
![Page 36: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/36.jpg)
Module 4
Human Performance Tools
36
![Page 37: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/37.jpg)
Error-Prevention Tools
37
1. Self-checking - S.T.A.R.
2. Peer-checking - Team S.T.A.R.
3. Three-Way Communication
4. Pre-Job Briefing (FKA Tailboard)
5. STOP if Unsure
6. 2-Minute Drill
![Page 38: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/38.jpg)
7. Questioning Attitude
8. Turnover
9. Place Keeping
10. Flagging
11. Phonetic Alphabet
12. Conservative Decision Making
Error-Prevention Tools (continued)
38
![Page 39: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/39.jpg)
13. Procedure Use and Adherence
14. Concurrent Verification
15. Post-job Review
Error-Prevention Tools (continued)
39
Management Tools include:1. Observations2. Self-Assessments3. Operating Experience
![Page 40: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/40.jpg)
Self-Checking - S.T.A.R
40
• STOP – Is my attention focused on the task?
• THINK – What action am I about to perform?
• ACT – Am I performing correctly?
• REVIEW – Did I get the expected results?
*
![Page 41: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/41.jpg)
Peer-CheckingTeam S.T.A.R
41
• Use a second set of eyes to detect and correct.
• Both individuals actively participate in task performance.
• Use this tool prior to the performance of critical tasks.
![Page 42: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/42.jpg)
Sometimes we just blow it!
42
![Page 43: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/43.jpg)
3-Way Communication
43
• Helps you verify that the correct information is transferred.
• Used during the execution of critical steps to formalize the communication.
• Repeat-back is required when obtaining a clearance or a switching order.
• Regulatory requirement in certain situations
Critical transactions (i.e. communicating to control personnel)
![Page 44: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/44.jpg)
What Dennis said (as he was leaving the room):
“Don, turn off the foam machine”
What Don heard:
“Don’t turn off the foam machine.”
3- Way Communication
44
![Page 45: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/45.jpg)
The Result
45
![Page 46: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/46.jpg)
Pre-Job Briefing
46
• What is the task to be accomplished?
• Who’s doing what?
• How will we communicate?
• What safety equipment do I need?
• What is the worst thing that could happen and how am I going to prevent it?
![Page 47: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/47.jpg)
STOP if Unsure
47
• If you have a feeling something is not right – Stop!
• If you are not positive of the course of action or the outcome of your actions – Stop!
![Page 48: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/48.jpg)
Two-Minute Drill
48
• Initial worksite assessment.
• Use after a break or distraction.
• Helps to reset and verify work conditions.
• Provides a chance to assess changing workplace hazards at the workplace.
![Page 49: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/49.jpg)
Questioning Attitude
• Challenges assumptions
• Stimulates a healthy skepticism
• Vigilance when things don’t seem right
• Being open to challenges by others
• Use when uncertain, confused, doubtful
49
![Page 50: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/50.jpg)
Turnover
• Information/awareness continuity
• Accurate transfers
• Transferring responsibilities
• Over communicate – Don’t assume
• Record information – Ensure accuracy
• Ask clarifying questions50
![Page 51: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/51.jpg)
Place Keeping
• Prevents step duplication or omission
• Records step completed and yet to be performed
• Use during Switching and Clearance procedures
• Circle & Slash the step number, sign or initial a blank or, check a box
51
![Page 52: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/52.jpg)
Flagging
• Correct equipment identification
• Alerts others that equipment is unavailable
• Shields components from inadvertent use
• Used on similar–looking equipment
• Mandates use of peer and self-checking
• Remains in place until work is complete
52
![Page 53: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/53.jpg)
Phonetic Alphabet
• Provides understandable difference between letters
• Use when letters might sound alike
• Use in high noise areas
• Use at times of poor radio/telephone reception
53
![Page 54: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/54.jpg)
Standard Phonetic Alphabet
54
![Page 55: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/55.jpg)
Conservative Decision Making
• Deliberate and methodical
• Clarifies goals and options
• Planning
• Resources and expertise
• Minimize uncertainty
• Facts only – challenge assumptions
55
![Page 56: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/56.jpg)
• Understand a procedure’s intent and purpose and follow its direction.
• Perform all actions as written.
• Stop if procedure cannot be used as written.
• Procedure may be corrected before continuing.
• Expectation: Frequent document use instead of memory and recall.
Procedure Use & Adherence
56
![Page 57: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/57.jpg)
Concurrent Verification
57
• Separate confirmation by two individuals
• Error prevention on equipment status/condition changes
• Independent conclusions by all parties
• Verifier takes no cues from performer
• Not Peer Checking
![Page 58: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/58.jpg)
Post-job Review
• Identifies what went well
• Identifies potential improvements
• Allows feedback from active participants
• Identifies actual versus planned outcome
• Determines future changes in similar tasks
• Reviews lessons learned
58
![Page 59: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/59.jpg)
Module 5
Apply the Tools
59
![Page 60: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/60.jpg)
How valuable is good communication?
60
![Page 61: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/61.jpg)
61
![Page 62: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/62.jpg)
Objective Review
• Describe the types and causes of human error
• Describe human performance concepts and principles
• Apply the principles of human performance in a case study
• Identify the human performance tools• Apply the appropriate tools in work
situations
62
![Page 63: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/63.jpg)
The Big Question
• Questioning Attitude
63
“What’s the worst that could happen
and how am I going to prevent it?”
![Page 64: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/64.jpg)
Your turn
Questions?
64
![Page 65: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/65.jpg)
ThankThankYouYou
65
![Page 66: HUMAN PERFORMANCE FUNDAMENTALS Turning Defense into Offense](https://reader036.vdocument.in/reader036/viewer/2022062318/551ab508550346856e8b50cb/html5/thumbnails/66.jpg)
Knowledge Check
66
• Complete the knowledge check on your own.
• XX% minimum is required.
• You may use your notes.
• Time limit: XX minutes.