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

Chapter 11

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