Q1. Why is a training needs analysis needed? (1)
Q2. There are a variety of sources for collecting data for a task analysis. Name and explain 4. (8)
Q3. Name 4 basic needs assessment techniques. (4)
Q4. List 4 situations where coaching would be appropriate. (4)
Q5. Explain the ST.A.C.K. coaching model. (5)
Q6. Explain the difference between formal and informal coaching. (2)
Q7. List the steps to follow when coaching. (5)
Q8. Name 4 steps to take to give effective feedback. (4)
Q9. List the steps to take when doing a performance assessment. (7)
Q10. Name the steps to take when dealing with unacceptable performance. (6)
Q11. Following are some coaching techniques that are commonly used in contact centres. Explain each technique:
a. Whisper coaching
b. Barge-in coaching
c. Conferencing
d. One-on-ones
e. On-the-Spot
f. Peer-to-peer
g. Side-by-side shadowing
h. Self-assessment
i. Real-time aided pop-ups
j. IM/Chat
k. Broadcast messages
l. Personalized message
m. Best practice clips
n. Coaching packages
o. Simulation
p. Team meeting
q. Quiz (34)