You are the HR training and development professional for a local organization. One of the customer service managers has expressed a need for training employees in how to deal with angry customers. Using the ADDIE model as a framework, briefly describe how you would use each element of the model to address the training need.

According to the 70-20-10 model, most employee development occurs through which development approach?

Which of the following statements regarding explicit knowledge is TRUE?

Maggie is evaluating her company’s training program, and she is particularly interested in the generalizability of the study’s results or the _______________ of the study.

The first step in development planning is _____________, after which employees use the information gathered to determine career interests, values, aptitudes, and behavioral tendencies.

Learning bots and electronic coaching and mentoring apps are all examples of what new technology for training?

When choosing which outcomes to use for training evaluation, an appropriate outcome is one that is _____________. 

A ________ provides descriptions of competencies that are common for an entire occupation, organization, job family, or specific job.

Behavior modeling is a training method that is primarily based on ________, emphasizing how people learn by observing others and emulating their behavior.

Performing a __________ skill invovles responding to predcatable situations with standardized responses (i.e., there is “one best way” to perform).