Certified Professional in Talent Development (CPTD) Practice Exam

Which statement is an example of a well-formed learning objective?

1. All employees are expected to attend training sessions.

2. Given a return service call, the customer service representative will complete the appropriate section of an internal order form with zero defects.

3. The goal is to improve customer satisfaction.

4. Employees will learn about conflict resolution.

The correct answer is: Given a return service call, the customer service representative will complete the appropriate section of an internal order form with zero defects.

A well-formed learning objective provides clear and measurable outcomes that demonstrate what learners are expected to achieve by the end of the training. In this case, the correct option specifies a scenario ("Given a return service call") and articulates a specific task to be completed ("the customer service representative will complete the appropriate section of an internal order form") while highlighting the desired quality ("with zero defects"). This level of detail ensures that both the learner and the evaluator understand exactly what is to be accomplished, making it easier to assess whether the objective has been met. The other statements lack the specificity and measurable criteria that characterize a strong learning objective. For instance, merely stating that employees will attend training sessions does not indicate what they will achieve or how it will be measured. Similarly, saying "The goal is to improve customer satisfaction" is vague and does not define a specific action or measurable outcome, while stating that employees will learn about conflict resolution also lacks the particularity needed to create a well-defined expectation for both learning and assessment.