CPTD- Personal
Effective communication - correct answer ✔requires knowledge of
communication principles and techniques that allow someone to articulate the
appropriate message for a particular audience.
effective communication helps - correct answer ✔build the working team,
boosts employee engagement, increases customer satisfaction, improves
productivity and increases the bottom line.
First step of effective communication - correct answer ✔Decide what to
communicate, make a list of items to address and then formulate more
detailed ideas based on those items.
When a trainee complains - correct answer ✔it's important for the td
professional to listen carefully and acknowledge and identify the source of the
anger instead of being defensive or personalizing the anger.
Anger defusing strategies - correct answer ✔focus on the complaint not the
individual, identify source of anger, hear the complaint, ask questions, take
timeout if needed
Referent power - correct answer ✔ability to influence bc of respect and
admiration
Communication Principles - correct answer ✔communicate authentically,
think of long term relationships, clarify outcome, start with bottom line, WIIFM,
reciprocate self disclosure, ensure you're on the same side, use data, power
of language, understanding acceptance and respect, remain neutral and
objective
,Power of language - correct answer ✔use people's names, sensory
language, how you say it
Encoding - correct answer ✔the process of translating the message by the
sender
Decoding - correct answer ✔the process of translating the message to
thoughts and understanding
6 c's of communication - correct answer ✔clear, correct, complete, concise,
coherent and courteous
4 elements of a compelling message - correct answer ✔benefit to listener,
unique/exciting, data/examples, call to action
Socratic questioning method - correct answer ✔used to correct
misconceptions and lead to deeper understanding
Closed questions - correct answer ✔To check for understanding,
Open ended questions - correct answer ✔To stimulate discussion
How to form strategic message - correct answer ✔state conclusion first then
build case to support
TD professionals must be able to - correct answer ✔customize the message,
read and react to a learner's body language, facilitate QAs, handle tough
questions, deliver memorable messages that learners will use.
, professional presence - correct answer ✔Ensure that your message is
authentic and that your behavior matches what you say. pay attention to non-
verbal communication like posture, appearance, and respect.
IQ - correct answer ✔is the most common professional measurement of
human intelligence. intellectual ability to manage ideas, knowledge, and
thought.
EQ - correct answer ✔is the ability to manage yourself and your relationships
with others. These abilities can be measured and most definitely learned.
Emotional quotient test measures - correct answer ✔knowledge of emotions
and how they work
Emotional intelligence test measures - correct answer ✔put EQ knowledge
into action
Mixed model of EQ - correct answer ✔built on the five competencies of self
awareness, self regulation, motivation, empathy, and social skills which are
learned capabilities that must be worked on and can be developed.
Trait model of eq - correct answer ✔individuals' perceptions of their own
emotional abilities. (self reporting)
Ability model of eq - correct answer ✔perceiving emotions, reasoning with
emotions, using and understanding emotions, managing emotions
Self-awareness - correct answer ✔knowing one's own internal states,
preferences, resources, and intuitions. Can monitor their emotional state and
realize what they are feeling and why.
