ATD CPTD - The Certified Professional in Talent Development

What is the most important reason for determining an anticipated headcount of training team employees before presenting a training budget?

An organization with high turnover had attempted to reduce turnover by increasing wages and paid time off. A year later, the turnover rate had not changed. Which is the best approach for solving the issue?

In project management, which is a best practice prior to creating a communication plan?

A TD professional at an online retail company is approached by one of the company's cloud services managers, who is concerned about the cloud services team's recent work performance. The manager states that the team members repeated the same mistakes from past teams. The TD professional performs a needs analysis and determines that the team members did not leverage information, best practices, and historical data recorded by past teams in the company's knowledge management system (KMS).

The TD professional determines that the team members are not motivated to use the KMS because they find it too time-consuming to access useful information.

How should the TD professional engage and/or motivate the team to utilize the KMS?

An operations director for a retail call center asks a talent development (TD) manager to analyze the recent rise in incorrect orders, which are up 40% in the past month.

Step 2

Metrics show that most of the incorrect orders were handled by employees hired within the past six months. Further analysis shows these new hires lacked the knowledge needed to do the job correctly.

Step 3

A review of the training materials for new hires indicates that the material was aligned to the job requirements. The delivery methods specified were appropriate and aligned with skills application. Follow-up revealed that the trainer only lectured the new hires and did not follow the training delivery methods as designed.

Which solution(s) should the TD manager present to the call center operations director and all stakeholders?

Which work product would most likely be protected under copyright law?

Two manufacturing companies in different cities—Company A and Company B—have recently undergone a merger but will continue operating separately for the immediate future. Company B did not have a talent development (TD) department, so the TD professional who reported to the chief executive officer (CEO) of Company A before the merger will now report to the CEOs of both companies. The TD professional is asked by the CEO of Company A to put together a team-building program to get the employees from both companies to work well together.

The TD professional has a meeting with the CEO of Company B, who believes the training should be postponed for at least six months so the two groups of employees can operate autonomously as if the merger had not happened.

The CEO of Company B has resigned, and the CEO of Company A now leads both organizations. The CEO still wants to conduct team-building activities and recommends that the senior leadership team of Company B travel to the site of Company A for a meeting to plan the team-building activities.

What should the TD professional do?

A talent development (TD) professional has been hired as a consultant for a 20-person manufacturing company. The TD professional has not worked in this industry before. Several employees have complained to the human resources (HR) department that some supervisors have been disrespectful toward them when giving feedback. The HR manager decides that company-wide training on appropriate feedback is needed. The TD professional is assigned to conduct a needs analysis and to report the results to the HR manager in two days.

As a result of the needs analysis, the TD professional finds that some supervisors do not know how to give appropriate feedback and some employees do not respond well to feedback. The HR manager authorizes the TD professional to conduct a one-time, three-hour, instructor-led training program for all employees on giving and receiving effective feedback.

Which activity (activities) would be appropriate for this training program?

A talent development (TD) professional has been tasked with training a group of managers on how to be better coaches. The managers have been in their roles for one to three years, have some prior knowledge, are self-motivated to learn, and lack guidance. What is the most effective approach for the TD professional to take?

A talent development (TD) professional works at a small Internet-based company. The TD professional is tasked with training a group of customer service representatives to process refunds in a new software application.

The TD professional is creating the training plan for the new software and wants to develop the learners' troubleshooting skills by incorporating unexpected complexities that staff might encounter.

The training plan is created and approved, and the TD professional develops the training materials.

The TD professional starts the training session with a short lecture, but the learners are being fairly quiet. The TD professional is worried that learners are not understanding the material but are too afraid to ask questions.

What should the TD professional do to encourage learners to ask questions?