Developing Technical Training: A Structured Approach for Developing Classroom and Computer-based Instructional Materials

Table of Contents

About This Book

Why Is Developing Technical Training Important?

What’s New in the Third Edition?

What Can You Achieve with This Book?

How Is This Book Organized?

About Pfeiffer

Dedication

Title Page

Copyright Page

Acknowledgments

Introduction

Purpose

Audience

Package Components

SECTION 1 - An Introduction to the Technology of Training

Chapter 1: The Technology of Training

Chapter 2: An Introduction to Structured Lesson Design

Chapter 1 - The Technology of Training

The Costs of Training Waste

Why We Can’t Afford Ineffective Technical Training

What Is Technical Training?

Instructional Systems Design: An Overview

Is ISD Dead?

The Four Ingredients of Instruction

Which Instructional Media Are the Best?

Time for ISD

Check Your Understanding

An Introduction to Structured Lesson Design

For More Information

Chapter 2 - An Introduction to Structured Lesson Design

The Anatomy of a Lesson

Communication Modes in Training

Communication Guidelines for Instructor-Led Training

Communication Guidelines for Asynchronous e-Learning

Educational Taxonomies and Instructional Methods

An Overview of the Content-Performance Matrix

Instructional Methods Matched to Content Types

For More Information

SECTION 2 - How to Teach Facts, Concepts, Processes, Procedures, and Principles

Chapter 3: How to Teach Procedures

Chapter 4: How to Teach Concepts

Chapter 5: How to Teach Facts

Chapter 6: How to Teach Processes

Chapter 7: How to Teach Principles

Chapter 3 - How to Teach Procedures

What Is a Procedure?

Check Your Understanding

Learning Procedures at the Remember and Application Levels

Writing Procedure Learning Objectives at the Application Level

Training Procedures

Teaching Procedures in the Classroom

Teaching Procedures in e-Learning

Practice Methods for Procedures

Performance Support for Procedures

Evaluating Learning of Procedures

How to Teach Supporting Knowledge

For More Information

Chapter 4 - How to Teach Concepts

What Is a Concept?

Check Your Understanding

Learning Concepts at the Remember and Application Levels

Writing Concept Learning Objectives at the Application Level

Training Concepts

Teaching Concepts in the Classroom

Teaching Concepts in e-Learning

Practice Methods for Concepts

Evaluating Learning of Concepts

How to Teach Facts

Chapter 5 - How to Teach Facts

What Is Factual Information?

Check Your Understanding

Learning Facts at the Remember Level

Writing Learning Objectives for Factual Information

Training Facts

Training Facts in the Classroom

Use Statements for Associative Facts

Teaching Factual Information in e-Learning

Reference-Based Training

Use Inductive Learning to Engage Learners with Facts

Practice Methods for Facts

Evaluating Learning of Facts

How to Teach Process Content

For More Information

Chapter 6 - How to Teach Processes

What Is a Process?

Check Your Understanding

Learning Processes at the Remember and Application Levels

Writing Process Learning Objectives at the Application Level

Training Processes

Teaching Processes in the Classroom

Teaching Processes in e-Learning

Practice Methods for Processes

Evaluating Learning of Process Knowledge

How to Teach Principle-Based Tasks

For More Information

Chapter 7 - How to Teach Principles

Knowledge Work and Principle-Based Tasks

Near- and Far-Transfer Training

Check Your Understanding

Far-Transfer Training and Guidelines

Identifying Valid Guidelines

Learning Principle-Based Tasks at the Remember and Application Levels

Writing Far-Transfer Learning Objectives at the Application Level

Training Far-Transfer Tasks: Overview

Training Far-Transfer Tasks

Teaching Far-Transfer Tasks in the Classroom

Teaching Far-Transfer Tasks in e-Learning

Practice Methods for Far-Transfer Learning

Performance Support for Far-Transfer Tasks

Evaluating Learning of Principle-Based Tasks

Organizing Your Training

For More Information

SECTION 3 - How to Organize Your Lessons and Exploit e-Learning Features

Chapter 8: Organizing Your Training Content

Chapter 9: e-Learning Design

Chapter 8 - Organizing Your Training Content

How to Define the Content of Your Training

Start with a Focus on the Job

How to Do a Job Analysis

What About Processes?

From Job Analysis to Course and Lesson Outlines

Three Organizational Frameworks

A Sample Course Structure

Organizing Instructive Lessons

Outlines for Problem-Based Learning Lessons (PBL)

Moving from Outline to Learner Materials

Check Your Understanding

Design Documents

e-Learning Design

For More Information

Chapter 9 - e-Learning Design

Digital Versus Classroom Learning

Engaging Learners Through Screens

Audio and Text

Digital Interactions

Simulations and Games in e-Learning

Online Games and Learning

Designing for e-Learning

For More Information

APPENDIX - EXERCISES

GLOSSARY

REFERENCES

INDEX

ABOUT THE AUTHOR

Pfeiffer Publications Guide

About This Book

Why Is Developing Technical Training Important?

This is a book about how to develop custom workforce training programs for delivery in either classrooms or by synchronous or asynchronous e-learning. In an industry that invests over $50 billion annually in the United States alone, effective workforce training is essential! To create effective training, I recommend that you follow a systematic approach called the Instructional Systems Design (ISD) process. In this book, you will learn how to identify and teach your technical content—defined as facts, concepts, processes, procedures, and principles.

Why should you care about your content types? There are different proven instructional techniques for each of these types. By using these techniques you create learning environments that lead to the most efficient and effective acquisition of new knowledge and skills. These techniques are essentially the same whether you are developing a student manual for classroom training or screens for e-learning. In each chapter I define the content type, describe the unique teaching techniques for each type, and illustrate how to implement those techniques for either classroom or e-learning delivery. If you are new to design and development of workforce learning programs, you will be able to immediately apply these training methods to your instructional assignments.

What’s New in the Third Edition?

Since its first release in the late 1980s, Developing Technical Training has been a popular resource for both subject-matter experts tasked with training assignments and for new training specialists. Since the second edition, written seven years ago, we have witnessed considerable evolution of digital learning environments. Synchronous e-learning was virtually unheard of at the time of the second edition. Asynchronous e-learning—known at that time as computer-based training—was present but accounted for a relatively small proportion of technical training. Improvements in authoring software, the rapid dominance of the Internet, the ubiquity of mobile digital devices, along with instructional cost and time savings, are among the factors promoting a growing e-learning market share. In this edition, you will find new e-learning examples that reflect how instructional methods are best implemented in virtual classroom training environments as well as in asynchronous e-learning and classroom manuals.

What Can You Achieve with This Book?

Whether you are a subject-matter expert who is assisting with a training program or a new training specialist, this book includes all the basics you need to develop a successful custom workforce training program. In particular the guidelines and examples in this book will help you:

• Follow a systematic process to define your training content and develop your training materials

• Define the four essential ingredients of your training, including the content, the learning objectives, the instructional methods, and the delivery media

• Identify the five main content types (facts, concepts, processes, procedures, and principles) that make up your technical training

• Identify the key instructional methods, including practice exercises you need to teach facts, concepts, processes, procedures, and principles

• Display important instructional methods in classroom manuals or on screens for synchronous and asynchronous e-learning

• Design powerful practice exercises that will lead to learning

• Define your content and organize your lessons

• Construct test questions to match your learning objectives and type of content

How Is This Book Organized?

This book is organized into three sections:

Section 1: An Introduction to the Technology of Training

Chapters 1 and 2 lay the foundation for the book by introducing the four ingredients of instruction, the instructional systems design process, and the five key content types that make up your training program.

Section 2: The Content-Performance Matrix

Chapters 3 through 7 make up the heart of this book, with each chapter focusing on one of the five main content types. Each chapter defines the content type and shows you the best instructional methods to use to teach it both for classroom and e-learning delivery.

Section 3: How to Organize Your Lessons and Exploit e-Learning Features

Chapters 8 and 9 provide more details on how to conduct a detailed job analysis and organize the content in your lessons as well as unique issues to consider when planning e-learning.

About Pfeiffer

Pfeiffer serves the professional development and hands-on resource needs of training and human resource practitioners and gives them products to do their jobs better. We deliver proven ideas and solutions from experts in HR development and HR management, and we offer effective and customizable tools to improve workplace performance. From novice to seasoned professional, Pfeiffer is the source you can trust to make yourself and your organization more successful.

Essential Knowledge Pfeiffer produces insightful, practical, and comprehensive materials on topics that matter the most to training and HR professionals. Our Essential Knowledge resources translate the expertise of seasoned professionals into practical, how-to guidance on critical workplace issues and problems. These resources are supported by case studies, worksheets, and job aids and are frequently supplemented with CD-ROMs, websites, and other means of making the content easier to read, understand, and use.

Essential Tools Pfeiffer’s Essential Tools resources save time and expense by offering proven, ready-to-use materials—including exercises, activities, games, instruments, and assessments—for use during a training or teamlearning event. These resources are frequently offered in looseleaf or CD-ROM format to facilitate copying and customization of the material.

Pfeiffer also recognizes the remarkable power of new technologies in expanding the reach and effectiveness of training. While e-hype has often created whizbang solutions in search of a problem, we are dedicated to bringing convenience and enhancements to proven training solutions. All our e-tools comply with rigorous functionality standards. The most appropriate technology wrapped around essential content yields the perfect solution for today’s on-the-go trainers and human resource professionals.

Essential resources for training and HR professionals

To all workforce learning professionals—often underrecognized contributors to organizational performance improvement and workforce well-being.

In memory of my grandparents, whose lives modeled independence, excellence in work achievement, and family values: Dr. Oral B. Bolibaugh and Ruth Allen Bolibaugh.

Copyright © 2008 by John Wiley & Sons, Inc. All Rights Reserved.

Published by Pfeiffer

An Imprint of Wiley

989 Market Street, San Francisco, CA 94103-1741

www.pfeiffer.com

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600, or on the web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, 201-748-6011, fax 201-748-6008, or online at http://www.wiley.com/go/permissions.

Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages.

Readers should be aware that Internet websites offered as citations and/or sources for further information may have changed or disappeared between the time this was written and when it is read.

For additional copies/bulk purchases of this book in the U.S. please contact 800-274-4434.

Pfeiffer books and products are available through most bookstores. To contact Pfeiffer directly call our Customer Care

Department within the U.S. at 800-274-4434, outside the U.S. at 317-572-3985, fax 317-572-4002, or visit www.pfeiffer.com.

Pfeiffer also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books.

Library of Congress Cataloging-in-Publication Data

Clark, Ruth Colvin.

Includes bibliographical references and index.

ISBN 978-0-7879-8846-3 (cloth)

1. Technology—Study and teaching. 2. Computer-assisted instruction. 3. Instructional systems—Design. 4. Employees—Training of. I. Title.

T65.C615 2007

658.3’124—dc22

2007033229

Acquiring Editor: Matt Davis

Director of Development: Kathleen Dolan Davies

Production Editor: Dawn Kilgore

Editor: Rebecca Taff

Editorial Assistant: Julie Rodriquez

Manufacturing Supervisor: Becky Morgan

Printing

ACKNOWLEDGMENTS

IN THIS NEW EDITION, I have updated and revised the examples included in the previous editions. I thank Karen Zwick of 1st Class Solutions for her assistance with classroom manual examples and Ann Kwinn of Clark Training for a revision of the Nerd example. I also appreciate the assistance or permission of the following individuals and organizations for creating or giving me access to their examples:

Alan Koenig, who programmed all of the database asynchronous e-learning examples.

Frank Nguyen, who designed and programmed the asynchronous Excel examples.

Susan Lajoie, who gave permission to use Bioworld examples.

Moody’s Financial Services, who gave permission to use examples from their loan simulation software.

Finally, I am grateful to support from the Pfeiffer team, and especially to Matt Davis for editorial support.

Introduction

GETTING THE MOST FROM THIS RESOURCE

Purpose

In spite of a huge annual investment in workforce learning, all too often technical learning environments fall far short of their potential to improve organizational performance. From customer service to engine maintenance training, the guidelines in this book will help you define and develop learning events that will improve worker confidence and job performance. You will learn to define your technical content as facts, concepts, processes, procedures, or principles. Then you will see how to use proven instructional methods to teach each of these content types in the classroom, as well as via e-learning.

Audience

If you are a subject-matter expert with part-time training assignments or a new training specialist, this book is for you! I have written this book primarily for beginners who need a structured process to plan and develop customized training programs for their organizations.

Package Components

Each chapter includes a short exercise to help you apply the ideas of the chapter. The exercises are found in the appendix and are followed by solutions. In addition, I include a glossary and references to classic and more recent books and articles for those interested in more details on given topics.

SECTION 1

An Introduction to the Technology of Training

Chapter 1: The Technology of Training

Provides an overview of the instructional systems design (ISD) process and introduces the four basic components of all training programs: the content, the objectives, the instructional methods, and the delivery media.

Chapter 2: An Introduction to Structured Lesson Design

Introduces the general structure of a lesson and the content-performance matrix. Provides the rationale for documenting the key instructional methods in the learning materials.

Figure 1.I. An Instructional Systems Design (ISD) Process

1

The Technology of Training

AN INTRODUCTION

CHAPTER OVERVIEW

An economy dependent on design, engineering, analysis, and service—in other words on knowledge work—cannot afford ineffective or inefficient training. Training with organizational payoff won’t happen by accident. It requires a systematic approach to analyze requirements, define instructional ingredients, and create a learning environment that achieves your goals. This systematic approach is called Instructional Systems Design or ISD for short. The result of ISD is the definition of four main ingredients in your training program: instructional content, learning outcomes, instructional methods, and delivery media.

This book is about the processes and guidelines you need to develop technical training that is consistent and effective. I define technical training as learning environments delivered in face-to-face classrooms or via computer designed to build job-relevant knowledge and skills that improve bottom-line organizational performance.

The Costs of Training Waste

It’s a common and costly myth that if there are ten to fifty people in a room with an instructor at the front showing slides and talking, learning is taking place. In other words, a training event is assumed to result in learning. It is further assumed that learning translates into improved job performance. Another pervasive myth suggests that training delivered on a computer is not as effective as face-to-face learning. Whether delivered in a classroom or on a computer, often training events fail to realize their potential! Participants are unable to do anything new or different after training when they return to the job. Or if they can do new and different things, those things don’t translate into job skills that align to bottom-line organizational objectives. In fact, some studies have shown that learners were better off before the training than afterward, when they felt confused and inadequate about their own abilities.

Exact estimates of training waste are difficult, since training results are so rarely measured that no one really knows for sure what has—or has not—been accomplished. Only about 50 percent of companies measure learning outcomes from training, and less than a fourth make any attempt to assess job transfer or work improvement resulting from training (Sugrue & Rivera, 2005).

The costs of ineffective training are twofold. First, there are the visible dollars invested in instructors, training materials, and training administration. This is not a trivial sum. The annual Training magazine industry survey reports that in 2006 over $56 billion were invested by U.S. organizations in training (Industry Report, 2006). And