TTT培训课件.pptx

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1、TrainING The Trainer培训培训师,Attendance出席 Punctuality准时 Break课件休息 Messages留言 Questions提问 Listen and learn from others聆听与学习他人 Participate and take notes 参与互动并做笔记,Ground Rules培训的约定,Learn by doing在练习中学习 Try new things and complete tasks尝试新事物并完成任务 Help and evaluate each other帮助与评估他人 Accept feedback接受反馈 Par

2、king lot停车位 Have fun show positive energy开心-展现正能量,Ground Rules培训的约定,Module 1:Conducting one-on-one training 模块一：开展一对一的培训 Module 2:Conducting group training 模块二：开展多人培训,Overview of TTT Series TTT培训系列概述,Session 1 Becoming an effective trainer 第一章：成为一名有效的培训员 Session 2 Principles of learning 第二章：学习的原则 Se

3、ssion 3 Preparing to train 第三章：培训前的准备 Session 4 Conducting skills training 第四章：开展技能培训 Session 5 Conducting knowledge training 第五章：开展知识培训 Session 6 Department training 第六章：部门培训,Course Outline课程纲要,Session 1 Becoming an effective trainer 第一章：成为一名有效的培训员-Welcome and course introduction欢迎及课程介绍-participant

4、 introduction学员自我介绍-definition of training培训的定义-benefits of training培训的益处-characteristics of an effective trainer一名有效的培训员应具备的特征-target audience目标听众-causes of poor performance表现不佳的原因,Course Outline-Day 1课程纲要-第一天,Session 2 Principles of learning 第二章：学习的原则-three types of learners三种类型的学员-experience and

5、learning经验和学习-two kinds of training两类培训 Session 3 Preparing to training 第三章：培训前的准备-planning for training培训计划-three levels of information三种层次的信息,Course Outline-Day 1（Continue）课程纲要-第一天（续）,Session 4:Conducting skills training 第四章：开展技能培训-ABC method ABC方法-demonstration of ABC ABC方法示范-training objectives培

6、训目的-corrective feedback纠正的反馈-speaking anxiety演讲的忧虑-skills training presentation assignment技能培训任务分配-summary review总结,Course Outline-Day 1（Continue）课程纲要-第一天（续）,Course Outline-Day 2课程纲要-第二天,Session 4:Conducting skills training 第四章：开展技能培训-Presentation practice for skills training技能培训的实践练习,Session 5 Cond

7、ucting knowledge training 第五章：开展知识培训-AIC method AIC方法-demonstration of AIC method AIC方法展示-training tools培训工具-knowledge training presentation assignment知识培训任务分配,Course Outline-Day 2（Continue）课程纲要-第二天（续）,Session 5 Conducting knowledge training 第五章：开展知识培训-Presentation practice for knowledge training知识培

8、训的实践练习 Session 6 Department training 第六章：部门培训-administration of departmental skills and knowledge training执行部门的技能和知识培训-summary review and conclusion概要和总结,Course Outline-Day 3课程纲要-第三天,Welcome and course introduction欢迎及课程介绍,By the end of this module,participants will be able to：在本课程结束时，学员将能够：-Conduct

9、effective on-the-job training sessions in both skills and knowledge for one to small group给小组成员举办有效的技能和知识在岗位培训课程-Describe the characteristics of an effective trainer描述一名有效的培训员所应具备的特征-Apply the principle of learning to training把学习的原则运用在培训当中-Give feedback for recognition and improvement in a positive

10、manner以积极的态度来给予正面和如何改善的反馈-Organize,administer and conduct departmental on-the-job training组织、管理并开展部门在岗培训,Name姓名Position职位Best Training最好的培训经历Worst Training最坏的培训经历,Participant Introduction学员自我介绍,To bring a person to a desired state or standard by instruction of practice.通过指令来使一个人达到一个期望的状态或标准。,Definit

11、ion of Training培训的定义,A planned and systematic effort to modify or develop knowledge or skill as a result of the teaching of practical skills and knowledge that relate to specific useful competencies for a given job.以教授与完成某个给定的工作所需要的特定的、有用的相关的实践技能和知识目标，通过有计划和系统的努力来修正和增加知识或提高技能。,Definition of Training

12、培训的定义,One-on-One Training一对一培训Trainer trains individual employees either on or off the job.培训员逐一对员工进行在岗培训或岗外培训。Group Training多人培训Trainer conducts group training for a number of employees at the same time normally in a classroom setting.培训员在同一时间将一定数量的员工组成小组进行培训，通常摆放成教室的形式。,Types of Training培训的类型,One-

13、the-Job Training在岗培训Training is conducted at the actual workplace most effective for one-on-one training.培训安排在一个特定的工作场所进行。这种类型的培训对一对一的培训方式最有效。Off-the-Job training脱岗培训Training is conducted away from actual workplace,often in a meeting or training room.培训安排在非特定的工作场所。通常在会议室或在培训教室进行。,Types of Training培训

14、的类型,Trainer/management培训员/管理层 Trainee/associate学员/员工 Property/company酒店/公司 Guest客人,Benefits of Training培训的益处,Who benefits from training?谁从培训中收益？,What are the benefit?益处是什么？,-Trainer/management培训员/管理层,Whats it for me?(W.I.F.M),Increased time for other task(e.g.less need to correct mistakes)有更多的时间做其他事

15、（如花更少时间来纠正错误）Increased responsibility可负责更多事Improved skills/knowledge of the topics that they are training提升自己的知识和技能Increased career potential增加工作潜能Improved rapport/relationship with associates(e.g.increased trust and respect)提高与学员的关系Decreased turnover减少失误Increased sales增加销售,-Benefits to trainee/asso

16、ciate:对学员/员工的益处 Increased self-confidence增加自信 Increased motivation提高积极性 Increased productivity提高生产率 Improved morale提高士气 Increased readiness for promotion增加晋升机会 Increased work safety提高工作安全性 Decreased stress and tension降低工作压力 Increased performance提升技能 Increased sales增加销售量 Increased commissions or bonu

17、ses增加奖金,-Benefits to property/company:对酒店/公司的益处：Improved consistency of work standards提升工作标准的一致性 Increased productivity提高生产率 Increased associate performance提升员工整体的技能 Decreased costs降低成本 Increased work safety提高工作的安全性 Enhanced brand value加强品牌价值 Increased guest satisfaction提升顾客满意度 Increased guest reten

18、tion and loyalty提高顾客忠诚度 Increased associate retention提高员工的忠诚度 Increased attractiveness to future associates增加潜在员工的吸引力 Increased sales增加酒店的销售,-Benefits to guest:对客人的益处：Increased quality of products享受高质量的产品 Increased quality of services享受高质量的服务,Service-Profit Chain服务利润链 Who benefits from training?谁从培训

19、中获益？,Time时间,Proficiency精通,Learning Curve学习曲线,Benefit of structured One-on-One Training结构化一对一培训的益处,Activity讨论,Effective VS.Ineffective Training有效的培训VS无效的培训,Lack of time缺乏时间 Conflicting operational demands和经营运作冲突 Limited management support管理者不支持 Poor trainee attitude学员态度差 Unsuitable training venue不适宜的

20、培训场地,Barriers to Training培训的障碍,Vicious Cycle恶性循环,Desire to teach有教授的欲望 Knowledgeable知识渊博 Ability to convey understanding优秀的表达能力 Patient有耐心 A sense of humor有幽默感 Commitment全心投入 Respect from trainee受到学员尊重,7 Characteristics of an Effective Trainer有效培训师应具备的7个特征,1.Appearing unprepared看起来没有做好充分的准备2.Imprope

21、r handling of question对问题处理不当3.Apologizing for self or organization对自己或公司没有信心4.Unfamiliar with knowledge information对可知的信息不熟悉5.Unprofessional use of AV equipment对视听器材的使用不专业,The Effective Trainer 10 Deadly Sins有效培训师-十条致命的弱点,6.Seeming to be off schedule不能遵循培训计划7.Failing to involve participants不能有效的带动学

22、员8.Not establishing rapport with participants不能与学员建立融洽的关系9.Appearing disorganized表现得混乱、没有组织性10.Not establishing a positive image不能建立积极的形象,The Effective Trainer 10 Deadly Sins有效培训师-十条致命的弱点,G Get to know your audience了解你的学员R Research plan and prepare预先做好调查计划和准备E Ensure organization确保有组织性A Always pract

23、ice不断的练习T Take time to relax有时间放松和休息,What can we do avoid these pitfalls?我们能怎么做来避免这种陷阱？,5Steps to becoming a GREAT trainer:成为一名优秀的培训员的五个步骤：,Supervisors roleIn training管理者在培训中的角色,Case Study案例学习,Who is responsible for causing the guest complaint?谁该为这个客人的投诉负责？,what was effective?哪些是有效的？what was ineffec

24、tive?哪些是无效的？What more could be done?还有哪些需要做的？,Case Study Discussion案例学习讨论,New associates新员工 Promoted晋升 Hi-Potential高潜质 Transferred调动 New task/assigned to different task新任务 Performance problem有问题,Target Audience目标听众,Who to train?谁要接受培训？,Exercise:“To Train or Not to Train?”练习：需要或不需要培训？,Cause of Poor P

25、erformance表现不佳的原因,A Attitude态度S-Stoppers/Skills困难/技能K Knowledge知识,Cause of Poor Performance表现不佳的原因,ASK Principle ASK原则,Recap回顾,Session 1 Becoming an effective trainer 第一章：成为一名有效的培训员-Welcome and course introduction欢迎及课程介绍-participant introduction学员自我介绍-definition of training培训的定义-benefits of training

26、培训的益处-characteristics of an effective trainer一名有效的培训员应具备的特征-target audience目标听众-causes of poor performance表现不佳的原因,Session 1 Becoming an effective trainer 第一章：成为一名有效的培训员 Session 2 Principles of learning 第二章：学习的原则 Session 3 Preparing to train 第三章：培训前的准备 Session 4 Conducting skills training 第四章：开展技能培训

27、Session 5 Conducting knowledge training 第五章：开展知识培训 Session 6 Department training 第六章：部门培训,Course Outline课程纲要,Session 2 Principles of learning 第二章：学习的原则-three types of learners三种类型的学员-experience and learning经验和学习-two kinds of training两类培训,Course Outline课程纲要,Self assessment自我评估Questionnaire问卷,How Do Y

28、ou Learn Best?你最好的学习方式是什么？,They tend to think in pictures and learn best from visual displays including diagrams.Slides presentations.Videos flipcharts and handout.他们倾向于在图片中思考，通过视觉展示可以学习得更好，包括：图表、幻灯片展示、视频、板页和讲义。During training,visual learners often prefer to take notes to absorb the information.在培训中

29、，视觉型学习者通常喜欢记笔记来记住信息。,Visual Learner视觉学习型,Auditory learners interpret the underlying meanings of speech through listening to tone of voice,pitch,speed and other nuances.Written information may have little meaning until it is heard.听觉型学习者通过听到的语音语调、语速和其他细微差别来解读说话者的意思，书面的信息没有听到那么印象深刻。,Auditory Learner听觉

30、型学习者,They learn best through verbal lectures,discussions,talking things through and listening to what others have to say.口头演讲、讨论、谈论与听别人所讲使他们的学习更有效。,These learners often benefit from reading text about and using a tape recorder.这些学习者往往受益于阅读文本和使用录音机。,。,They learn best through a hands-on approach,activ

31、ely exploring the physical world around them.他们最好的学习方式是亲自去实践,积极探索周围的物质世界。,Kinesthetic(Tactile)Learner触觉型学习者,Kinesthetic learners may find it hard to sit still for long periods and may become distracted by their need for actively and exploration.触觉型学习者很难长时间坐着，他们很容易分心。,Learning&Retention学习与记忆,Experien

32、ce and Learning经验与学习,Activity 活动1,Memorize a list of words系列一词语记忆,Memorize a second list of words系列二词语记忆,Activity活动 2,Experience and Learning经验与学习,Provide 5 items related to each of the following:提供5组如下相关的物品：Stationery文具,jewelry珠宝,money金钱 And personal belongings与私属物品,Experience and Learning经验与学习,Act

33、ivity活动3,Scoring得分,Experience and Learning经验与学习,Candles蜡烛 Theater剧院 Picture照片 Pencil铅笔Scissors剪刀 Map地图 Airplane飞机 Cup杯子Cat猫 Watch手表 Knife小刀 Comb梳子Umbrella雨伞 Suitcase行李箱 Wig假发 Horse马Cow牛 Magazine杂志 Sun太阳 Beach沙滩,List 系列1,Paper纸 Table桌子 Shirt衬衫 Restaurant餐厅 Pencil铅笔 sofa沙发 Tie领带 Menu菜单Calculator计算器 La

34、mp台灯 Trousers裤子 Food食物Ruler尺子 Vase花瓶 Shoes鞋子 Drinks饮料Stapler订书器 Cupboard橱柜 Socks袜子 Waiter服务员,List 系列2,Q.Why were the scores relatively low?为什么第一次分数低？Q.Why was it easier to remember the second list of words?为什么第二次词语更容易记住？Q.What can we learn from these activities?我们能从这个游戏中学到什么？,Experience and Learning

35、经验与学习,I hear&I forgetI see&I rememberI do&I understand我听到于是我忘记我看见于是我记住我做过于是我理解,Learning&Retention学习与记忆,Learning&Retention学习与记忆,Senses in learning学习意识 Ask lots questions to stimulate the brain.多问刺激大脑 Present information in manageable chunks of related topics.使用相关联的好操控的模块展示信息,Knowledge Training Sessio

36、ns 知识培训,Session 1 Becoming an effective trainer 第一章：成为一名有效的培训员 Session 2 Principles of learning 第二章：学习的原则 Session 3 Preparing to train 第三章：培训前的准备 Session 4 Conducting skills training 第四章：开展技能培训 Session 5 Conducting knowledge training 第五章：开展知识培训 Session 6 Department training 第六章：部门培训,Course Outline课程

37、纲要,Session 3 Preparing to train 第三章：培训前的准备-planning for training计划培训-three levels of information三种层次的信息,Course Outline课程纲要,Failure to Prepare Is Preparing to Fail！没有做好准备就等于准备失败！,Planning for Training计划培训,Who?谁？-Trainer and trainee培训师和学员What?什么？-Topic/Content主题和内容Where?在哪？-Venue地点When?什么时候？-Time时间Why

38、?为什么？-Needs需要How?如何做？-Method方法,Planning for Training计划培训,Who?谁？Who should be trained?Are the trainee selected according to the appropriate job level,function,etc.?谁应该被培训？学员是否可以根据相应的岗位级别及职责去选择？How many trainees will be involved in the training?培训中应该包含多少人？Is the trainer an expert for the training topi

39、c?培训师是否是这个培训主题的专家？,Planning for Training计划培训,Who?谁？Is the trainer certified with the skills to conduct one-on-one training?培训师是否有一对一培训技能的认证？Who needs to cover the trainers and trainees job responsibilities during the training session?在培训中谁需要掌握培训师和学员的岗位职责？,Planning for Training计划培训,What?什么？What topic

40、/content should be covered?培训主题和内容应包含什么？What are the associates expectation for the training？同事们对培训的期待是什么？What audio-visual aids and equipment will be needed for the training?培训中需要使用什么视觉教具和设备？What other materials will be needed for the training?培训中还需要什么其他资料？,Planning for Training计划培训,Where?哪里？Where

41、should the training take place?培训应该在哪举行？Is the training space available or do I need to reserve it?培训场地是否可用及我是否要预订？Is the training area comfortable(room size,temperature,lighting,etc.)?培训场地是否舒适（大小、温度、灯光等）？,Planning for Training计划培训,Where?哪里？Is the room set up in a manner that will enhance the traini

42、ng?场地布置的方式是否可以增强培训效果？Is the training area set-up before the session begins and all equipment is in working order?培训场地在培训开始前已经是否布置完及所有设备是否可正常使用？,Planning for Training计划培训,When?什么时候？Duration of training session?培训的时长？Amount of time available for the training session?可用的时间有多少？When should the training t

43、ake place?培训应该安排在什么时候？When will training be least likely to interfere with business operation?什么时候培训受到的打扰最少？When will trainees be most alert?学员什么时候状态最佳？,Planning for Training计划培训,Why?为什么？Why is the training needed?为什么要做这个培训？,Planning for Training计划培训,Planning for Training计划培训,How?如何做？How should the

44、training be conducted？培训如何来开展?,Planning for Training计划培训,Training System Flow培训体系流程,Job Description(JD)岗位职责描述Definition定义,Training System 培训体系,States the general duties and responsibilities,authorities,relationships and environment of a job position.一个岗位所要求的需要去完成的工作内容以及应当承担的责任范围，并有明确的上下级关系及工作环境。Outl

45、ines the requirements for performing the work,its requency and scope.是工作开展的提纲概述，是方向和范围。Based on the work nature of the job and not on the individual currently performing it.是基于工作性质而不是个人意愿来制定。,Tool for recruitment,performance evaluation and discipline.是招聘、评估和培训发展的参考依据。Tool for assessing training need

46、s between defined performance standards and that of the current job holder.实际工作与工作标准是否有差异的评估依据，从而确认培训需求。,Job Description(JD)岗位职责描述Benefits益处:,Training System 培训体系,Ensures all associates are trained on the same tasks for a given job position.确保对于一个给定的工作岗位，所有员工都接受相同的任务培训。Ensures a structured on-the-jo

47、b training for all associates.确保所有员工都接受系统的在岗培训。,Training Profile培训档案Benefits益处:,Training System 培训体系,What is a standard?什么是标准？,Standard and Procedures(S&P)标准与程序,Training System 培训体系,A standard is the end result required for each task.标准是针对任务所制定的最终应达到的结果。,Written from guests point of view.从客人的角度来写。De

48、scribes required results.描述要求的结果。Must be measurable and achievable.必须是可衡量和可实施的。Establishes how a product looks.建立产品的样子。Appropriate to market conditions.适合当地市场行情。Meets guest expectations.满足客人的期望。,Training System 培训体系,Criteria for a well written standard良好书面标准的条件,A procedure is series of steps needed

49、to achieve the standard.程序是为达到标准而设立的一系列步骤。,Training System 培训体系,What is a standard?什么是程序？,Describes a how to perform the task in a logical sequence.描述一个工作任务如何按一个逻辑顺序去执行。Is detailed enough for the least experienced associate to know how to perform the task.足够详细到至少有经验的员工知道怎么执行这项任务。,Training System 培训体

50、系,Criteria for a well written procedure良好书面程序的条件,Saves trainer significant preparation time.有效节省培训师的准备时间。Ensures all trainers train in a similar style.确保每位培训师培训是一样的 Avoids missing any critical steps or points in performing the task.避免在开展工作时遗漏任何一个关键步骤或要点。Aligns all trainees to the same standard regar