The IT department has purchased some content and developed a training program that is content rich. The lessons are modular with assessments at the end of each module. Often times, the training does not meet the completion deadlines because of response times. Users have to repeat the assessments until they receive a passing grade. Which of the following would be the GREATEST concern in respect to learners' completion and retention?

• A.Encoding and transfer
• B.Attention to prior knowledge
• C.Cognitive load
• D.Meta-cognitive skills

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During an extensive needs analysis, the training group discovers that the organization's call center team is failing to mention add-on products and there are a large number of customer calls which are either abandoned or escalate to call center managers. The marketing area is adamant that call center agents refer to the add-on products in order to increase sales. In designing a training solution, the FIRST step should be to:

• A.Review or revisit call center standards.
• B.Create a special session just for the managers.
• C.Provide a cheat sheet for the add-on products.
• D.Monitor the agents for a week to truly understand their world.

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A trainer gave a one-hour, continuous lecture on a technical topic to a diverse audience. Many learners were lost and therefore became disgruntled and uninterested. The BEST approach for delivering the content would have been to:

• A.Cut the lecture in half and offer virtual content for self-paced learning.
• B.Hold a discussion period first, then lecture for the remaining time.
• C.Segment the lecture into two 30-minute blocks.
• D.Engage learners using various learning activities within the hour.

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In order to understand and answer a learner's question, an effective active listening technique would be to:
(Select TWO).

• A.Answer the question immediately.
• B.Quiz the learner on the material.
• C.Ask the learner if the question was answered.
• D.Refer the question to another learner.
• E.Repeat the question back to the learner.

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When delivering a class for a group that contains primarily kinesthetic learners, it is important to:

• A.Let each participant tell their own story about how they have applied the course content.
• B.Share many examples of how the content should be used.
• C.Allow for sufficient practice time.
• D.Have the participants brainstorm ideas for content application.

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