TTT培訓(xùn)完整ppt課件

TrainINGTheTrainer培訓(xùn)培訓(xùn)師,Attendance出席Punctuality準(zhǔn)時(shí)Break課件休息Messages留言Questions提問Listenandlearnfromothers聆聽與學(xué)習(xí)他人Participateandtakenotes參與互動(dòng)并做筆記,GroundRules培訓(xùn)的約定,Learnbydoing在練習(xí)中學(xué)習(xí)Trynewthingsandcompletetasks嘗試新事物并完成任務(wù)Helpandevaluateeachother幫助與評(píng)估他人Acceptfeedback接受反饋Parkinglot停車位Havefunshowpositiveenergy開心-展現(xiàn)正能量,GroundRules培訓(xùn)的約定,Module1:Conductingone-on-onetraining模塊一：開展一對(duì)一的培訓(xùn)Module2:Conductinggrouptraining模塊二：開展多人培訓(xùn),OverviewofTTTSeriesTTT培訓(xùn)系列概述,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓(xùn)員Session2Principlesoflearning第二章：學(xué)習(xí)的原則Session3Preparingtotrain第三章：培訓(xùn)前的準(zhǔn)備Session4Conductingskillstraining第四章：開展技能培訓(xùn)Session5Conductingknowledgetraining第五章：開展知識(shí)培訓(xùn)Session6Departmenttraining第六章：部門培訓(xùn),CourseOutline課程綱要,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓(xùn)員-Welcomeandcourseintroduction歡迎及課程介紹-participantintroduction學(xué)員自我介紹-definitionoftraining培訓(xùn)的定義-benefitsoftraining培訓(xùn)的益處-characteristicsofaneffectivetrainer一名有效的培訓(xùn)員應(yīng)具備的特征-targetaudience目標(biāo)聽眾-causesofpoorperformance表現(xiàn)不佳的原因,CourseOutline-Day1課程綱要-第一天,Session2Principlesoflearning第二章：學(xué)習(xí)的原則-threetypesoflearners三種類型的學(xué)員-experienceandlearning經(jīng)驗(yàn)和學(xué)習(xí)-twokindsoftraining兩類培訓(xùn)Session3Preparingtotraining第三章：培訓(xùn)前的準(zhǔn)備-planningfortraining培訓(xùn)計(jì)劃-threelevelsofinformation三種層次的信息,CourseOutline-Day1（Continue）課程綱要-第一天（續(xù)）,Session4:Conductingskillstraining第四章：開展技能培訓(xùn)-ABCmethodABC方法-demonstrationofABCABC方法示范-trainingobjectives培訓(xùn)目的-correctivefeedback糾正的反饋-speakinganxiety演講的憂慮-skillstrainingpresentationassignment技能培訓(xùn)任務(wù)分配-summaryreview總結(jié),CourseOutline-Day1（Continue）課程綱要-第一天（續(xù)）,CourseOutline-Day2課程綱要-第二天,Session4:Conductingskillstraining第四章：開展技能培訓(xùn)-Presentationpracticeforskillstraining技能培訓(xùn)的實(shí)踐練習(xí),Session5Conductingknowledgetraining第五章：開展知識(shí)培訓(xùn)-AICmethodAIC方法-demonstrationofAICmethodAIC方法展示-trainingtools培訓(xùn)工具-knowledgetrainingpresentationassignment知識(shí)培訓(xùn)任務(wù)分配,CourseOutline-Day2（Continue）課程綱要-第二天（續(xù)）,Session5Conductingknowledgetraining第五章：開展知識(shí)培訓(xùn)-Presentationpracticeforknowledgetraining知識(shí)培訓(xùn)的實(shí)踐練習(xí)Session6Departmenttraining第六章：部門培訓(xùn)-administrationofdepartmentalskillsandknowledgetraining執(zhí)行部門的技能和知識(shí)培訓(xùn)-summaryreviewandconclusion概要和總結(jié),CourseOutline-Day3課程綱要-第三天,Welcomeandcourseintroduction歡迎及課程介紹,Bytheendofthismodule,participantswillbeableto：在本課程結(jié)束時(shí)，學(xué)員將能夠：-Conducteffectiveon-the-jobtrainingsessionsinbothskillsandknowledgeforonetosmallgroup給小組成員舉辦有效的技能和知識(shí)在崗位培訓(xùn)課程-Describethecharacteristicsofaneffectivetrainer描述一名有效的培訓(xùn)員所應(yīng)具備的特征-Applytheprincipleoflearningtotraining把學(xué)習(xí)的原則運(yùn)用在培訓(xùn)當(dāng)中-Givefeedbackforrecognitionandimprovementinapositivemanner以積極的態(tài)度來給予正面和如何改善的反饋-Organize,administerandconductdepartmentalon-the-jobtraining組織、管理并開展部門在崗培訓(xùn),Name姓名Position職位BestTraining最好的培訓(xùn)經(jīng)歷WorstTraining最壞的培訓(xùn)經(jīng)歷,ParticipantIntroduction學(xué)員自我介紹,Tobringapersontoadesiredstateorstandardbyinstructionofpractice.通過指令來使一個(gè)人達(dá)到一個(gè)期望的狀態(tài)或標(biāo)準(zhǔn)。,DefinitionofTraining培訓(xùn)的定義,Aplannedandsystematicefforttomodifyordevelopknowledgeorskillasaresultoftheteachingofpracticalskillsandknowledgethatrelatetospecificusefulcompetenciesforagivenjob.以教授與完成某個(gè)給定的工作所需要的特定的、有用的相關(guān)的實(shí)踐技能和知識(shí)目標(biāo)，通過有計(jì)劃和系統(tǒng)的努力來修正和增加知識(shí)或提高技能。,DefinitionofTraining培訓(xùn)的定義,One-on-OneTraining一對(duì)一培訓(xùn)Trainertrainsindividualemployeeseitheronoroffthejob.培訓(xùn)員逐一對(duì)員工進(jìn)行在崗培訓(xùn)或崗?fù)馀嘤?xùn)。GroupTraining多人培訓(xùn)Trainerconductsgrouptrainingforanumberofemployeesatthesametimenormallyinaclassroomsetting.培訓(xùn)員在同一時(shí)間將一定數(shù)量的員工組成小組進(jìn)行培訓(xùn)，通常擺放成教室的形式。,TypesofTraining培訓(xùn)的類型,One-the-JobTraining在崗培訓(xùn)Trainingisconductedattheactualworkplacemosteffectiveforone-on-onetraining.培訓(xùn)安排在一個(gè)特定的工作場(chǎng)所進(jìn)行。這種類型的培訓(xùn)對(duì)一對(duì)一的培訓(xùn)方式最有效。Off-the-Jobtraining脫崗培訓(xùn)Trainingisconductedawayfromactualworkplace,ofteninameetingortrainingroom.培訓(xùn)安排在非特定的工作場(chǎng)所。通常在會(huì)議室或在培訓(xùn)教室進(jìn)行。,TypesofTraining培訓(xùn)的類型,Trainer/management培訓(xùn)員/管理層Trainee/associate學(xué)員/員工Property/company酒店/公司Guest客人,BenefitsofTraining培訓(xùn)的益處,Whobenefitsfromtraining?誰從培訓(xùn)中收益？,Whatarethebenefit?益處是什么？,-Trainer/management培訓(xùn)員/管理層,Whatsitforme?(W.I.F.M),Increasedtimeforothertask(e.g.lessneedtocorrectmistakes)有更多的時(shí)間做其他事（如花更少時(shí)間來糾正錯(cuò)誤）Increasedresponsibility可負(fù)責(zé)更多事Improvedskills/knowledgeofthetopicsthattheyaretraining提升自己的知識(shí)和技能Increasedcareerpotential增加工作潛能Improvedrapport/relationshipwithassociates(e.g.increasedtrustandrespect)提高與學(xué)員的關(guān)系Decreasedturnover減少失誤Increasedsales增加銷售,-Benefitstotrainee/associate:對(duì)學(xué)員/員工的益處Increasedself-confidence增加自信Increasedmotivation提高積極性Increasedproductivity提高生產(chǎn)率Improvedmorale提高士氣Increasedreadinessforpromotion增加晉升機(jī)會(huì)Increasedworksafety提高工作安全性Decreasedstressandtension降低工作壓力Increasedperformance提升技能Increasedsales增加銷售量Increasedcommissionsorbonuses增加獎(jiǎng)金,-Benefitstoproperty/company:對(duì)酒店/公司的益處：Improvedconsistencyofworkstandards提升工作標(biāo)準(zhǔn)的一致性Increasedproductivity提高生產(chǎn)率Increasedassociateperformance提升員工整體的技能Decreasedcosts降低成本Increasedworksafety提高工作的安全性Enhancedbrandvalue加強(qiáng)品牌價(jià)值Increasedguestsatisfaction提升顧客滿意度Increasedguestretentionandloyalty提高顧客忠誠(chéng)度Increasedassociateretention提高員工的忠誠(chéng)度Increasedattractivenesstofutureassociates增加潛在員工的吸引力Increasedsales增加酒店的銷售,-Benefitstoguest:對(duì)客人的益處：Increasedqualityofproducts享受高質(zhì)量的產(chǎn)品Increasedqualityofservices享受高質(zhì)量的服務(wù),Service-ProfitChain服務(wù)利潤(rùn)鏈Whobenefitsfromtraining?誰從培訓(xùn)中獲益？,LearningCurve學(xué)習(xí)曲線,BenefitofstructuredOne-on-OneTraining結(jié)構(gòu)化一對(duì)一培訓(xùn)的益處,Activity討論,EffectiveVS.IneffectiveTraining有效的培訓(xùn)VS無效的培訓(xùn),Lackoftime缺乏時(shí)間Conflictingoperationaldemands和經(jīng)營(yíng)運(yùn)作沖突Limitedmanagementsupport管理者不支持Poortraineeattitude學(xué)員態(tài)度差Unsuitabletrainingvenue不適宜的培訓(xùn)場(chǎng)地,BarrierstoTraining培訓(xùn)的障礙,ViciousCycle惡性循環(huán),Desiretoteach有教授的欲望Knowledgeable知識(shí)淵博Abilitytoconveyunderstanding優(yōu)秀的表達(dá)能力Patient有耐心Asenseofhumor有幽默感Commitment全心投入Respectfromtrainee受到學(xué)員尊重,7CharacteristicsofanEffectiveTrainer有效培訓(xùn)師應(yīng)具備的7個(gè)特征,1.Appearingunprepared看起來沒有做好充分的準(zhǔn)備2.Improperhandlingofquestion對(duì)問題處理不當(dāng)3.Apologizingforselfororganization對(duì)自己或公司沒有信心4.Unfamiliarwithknowledgeinformation對(duì)可知的信息不熟悉5.UnprofessionaluseofAVequipment對(duì)視聽器材的使用不專業(yè),TheEffectiveTrainer10DeadlySins有效培訓(xùn)師-十條致命的弱點(diǎn),6.Seemingtobeoffschedule不能遵循培訓(xùn)計(jì)劃7.Failingtoinvolveparticipants不能有效的帶動(dòng)學(xué)員8.Notestablishingrapportwithparticipants不能與學(xué)員建立融洽的關(guān)系9.Appearingdisorganized表現(xiàn)得混亂、沒有組織性10.Notestablishingapositiveimage不能建立積極的形象,TheEffectiveTrainer10DeadlySins有效培訓(xùn)師-十條致命的弱點(diǎn),GGettoknowyouraudience了解你的學(xué)員RResearchplanandprepare預(yù)先做好調(diào)查計(jì)劃和準(zhǔn)備EEnsureorganization確保有組織性AAlwayspractice不斷的練習(xí)TTaketimetorelax有時(shí)間放松和休息,Whatcanwedoavoidthesepitfalls?我們能怎么做來避免這種陷阱？,5StepstobecomingaGREATtrainer:成為一名優(yōu)秀的培訓(xùn)員的五個(gè)步驟：,SupervisorsroleIntraining管理者在培訓(xùn)中的角色,CaseStudy案例學(xué)習(xí),Whoisresponsibleforcausingtheguestcomplaint?誰該為這個(gè)客人的投訴負(fù)責(zé)？,whatwaseffective?哪些是有效的？whatwasineffective?哪些是無效的？Whatmorecouldbedone?還有哪些需要做的？,CaseStudyDiscussion案例學(xué)習(xí)討論,Newassociates新員工Promoted晉升Hi-Potential高潛質(zhì)Transferred調(diào)動(dòng)Newtask/assignedtodifferenttask新任務(wù)Performanceproblem有問題,TargetAudience目標(biāo)聽眾,Whototrain?誰要接受培訓(xùn)？,Exercise:“ToTrainorNottoTrain?”練習(xí)：需要或不需要培訓(xùn)？,CauseofPoorPerformance表現(xiàn)不佳的原因,AAttitude態(tài)度S-Stoppers/Skills困難/技能KKnowledge知識(shí),CauseofPoorPerformance表現(xiàn)不佳的原因,ASKPrincipleASK原則,Recap回顧,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓(xùn)員-Welcomeandcourseintroduction歡迎及課程介紹-participantintroduction學(xué)員自我介紹-definitionoftraining培訓(xùn)的定義-benefitsoftraining培訓(xùn)的益處-characteristicsofaneffectivetrainer一名有效的培訓(xùn)員應(yīng)具備的特征-targetaudience目標(biāo)聽眾-causesofpoorperformance表現(xiàn)不佳的原因,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓(xùn)員Session2Principlesoflearning第二章：學(xué)習(xí)的原則Session3Preparingtotrain第三章：培訓(xùn)前的準(zhǔn)備Session4Conductingskillstraining第四章：開展技能培訓(xùn)Session5Conductingknowledgetraining第五章：開展知識(shí)培訓(xùn)Session6Departmenttraining第六章：部門培訓(xùn),CourseOutline課程綱要,Session2Principlesoflearning第二章：學(xué)習(xí)的原則-threetypesoflearners三種類型的學(xué)員-experienceandlearning經(jīng)驗(yàn)和學(xué)習(xí)-twokindsoftraining兩類培訓(xùn),CourseOutline課程綱要,Selfassessment自我評(píng)估Questionnaire問卷,HowDoYouLearnBest?你最好的學(xué)習(xí)方式是什么？,Theytendtothinkinpicturesandlearnbestfromvisualdisplaysincludingdiagrams.Slidespresentations.Videosflipchartsandhandout.他們傾向于在圖片中思考，通過視覺展示可以學(xué)習(xí)得更好，包括：圖表、幻燈片展示、視頻、板頁和講義。Duringtraining,visuallearnersoftenprefertotakenotestoabsorbtheinformation.在培訓(xùn)中，視覺型學(xué)習(xí)者通常喜歡記筆記來記住信息。,VisualLearner視覺學(xué)習(xí)型,Auditorylearnersinterprettheunderlyingmeaningsofspeechthroughlisteningtotoneofvoice,pitch,speedandothernuances.Writteninformationmayhavelittlemeaninguntilitisheard.聽覺型學(xué)習(xí)者通過聽到的語音語調(diào)、語速和其他細(xì)微差別來解讀說話者的意思，書面的信息沒有聽到那么印象深刻。,AuditoryLearner聽覺型學(xué)習(xí)者,Theylearnbestthroughverballectures,discussions,talkingthingsthroughandlisteningtowhatothershavetosay.口頭演講、討論、談?wù)撆c聽別人所講使他們的學(xué)習(xí)更有效。,Theselearnersoftenbenefitfromreadingtextaboutandusingataperecorder.這些學(xué)習(xí)者往往受益于閱讀文本和使用錄音機(jī)。,。,Theylearnbestthroughahands-onapproach,activelyexploringthephysicalworldaroundthem.他們最好的學(xué)習(xí)方式是親自去實(shí)踐,積極探索周圍的物質(zhì)世界。,Kinesthetic(Tactile)Learner觸覺型學(xué)習(xí)者,Kinestheticlearnersmayfindithardtositstillforlongperiodsandmaybecomedistractedbytheirneedforactivelyandexploration.觸覺型學(xué)習(xí)者很難長(zhǎng)時(shí)間坐著，他們很容易分心。,LearningEngageallies使用道具，尋找同盟AAskquestions提問KKinesthetic活動(dòng)EEnjoy享受RRelax放松,SpeakingAnxiety演講的憂慮,Guideline指導(dǎo)原則Rules角色:PairingofTrainerandTrainee一對(duì)培訓(xùn)員和學(xué)員Restoftheparticipantswillbeobservers.剩下的學(xué)員是觀察員Bothtrainerandtraineeshouldactasifthetrainingwerereal.培訓(xùn)員和學(xué)員都要把培訓(xùn)當(dāng)作真實(shí)的場(chǎng)景來演練,SkillsTrainingPresentationAssignment技能培訓(xùn)任務(wù)分配,Guideline指導(dǎo)原則Presentation任務(wù):SelectataskfromTrainingFile.從培訓(xùn)檔案中選擇一個(gè)任務(wù)Preparefollowingitemsonflipchart在教學(xué)紙架上寫下一下內(nèi)容-Tasktittle,rangeandobjective任務(wù)的主題、范圍和目的FollowtheABCmethodclosely嚴(yán)格遵循ABC方法Selectasimpletask選擇一個(gè)簡(jiǎn)單的任務(wù)Demonstrateuseofthefeedbackmodel使用反饋的模式Actualequipmentandpropsmustbeused必須使用真實(shí)的設(shè)備和道具,SkillsTrainingPresentationAssignment技能培訓(xùn)任務(wù)分配,Guideline指導(dǎo)原則Duration時(shí)間:15minutesmaximumpresentationtime整個(gè)任務(wù)展示不超過15分鐘Limitfirst2steps(AttractattentionandBreakdownoftask)to12minutes將前2個(gè)步驟（“吸引注意力”和“任務(wù)分解”）控制在12分鐘內(nèi)LimitStep3(ContinuedCoaching)to3minutes將第三個(gè)步驟（繼續(xù)輔導(dǎo)）控制在3分鐘內(nèi),SkillsTrainingPresentationAssignment技能培訓(xùn)任務(wù)分配,PossibleTopics可以的主題Tablesettingfortwo布置2人的餐桌breakfasttrayset-up早餐托盤的擺放Takingabeverageorder酒水點(diǎn)單Presentingbilltoguest給客人展示啤酒Airportpickupservice接機(jī)服務(wù)Takingareservation做一個(gè)預(yù)定FITCheck-in散客入住Makingabed做一張床FirstAid緊急救護(hù),SkillsTrainingPresentationAssignment技能培訓(xùn)任務(wù)分配,SummaryReview總結(jié)回顧,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓(xùn)員-Welcomeandcourseintroduction歡迎及課程介紹-participantintroduction學(xué)員自我介紹-definitionoftraining培訓(xùn)的定義-benefitsoftraining培訓(xùn)的益處-characteristicsofaneffectivetrainer一名有效的培訓(xùn)員應(yīng)具備的特征-targetaudience目標(biāo)聽眾-causesofpoorperformance表現(xiàn)不佳的原因,SummaryReview總結(jié)回顧,Session2Principlesoflearning第二章：學(xué)習(xí)的原則-threetypesoflearners三種類型的學(xué)員-experienceandlearning經(jīng)驗(yàn)和學(xué)習(xí)-twokindsoftraining兩類培訓(xùn)Session3Preparingtotraining第三章：培訓(xùn)前的準(zhǔn)備-planningfortraining培訓(xùn)計(jì)劃-threelevelsofinformation三種層次的信息,Session4:Conductingskillstraining第四章：開展技能培訓(xùn)-ABCmethodABC方法-demonstrationofABCABC方法示范-trainingobjectives培訓(xùn)目的-correctivefeedback糾正的反饋-speakinganxiety演講的憂慮-skillstrainingpresentationassignment技能培訓(xùn)任務(wù)分配-summaryreview總結(jié),SummaryReview總結(jié)回顧,Day2第二天,CourseOutline課程綱要,Session4:Conductingskillstraining第四章：開展技能培訓(xùn)-Presentationpracticeforskillstraining技能培訓(xùn)的實(shí)踐練習(xí),RolesofObservers觀察者的角色Givefullattentiontoobservingthetraining,learningfromwhatworkswellandwhatdoesnot用心觀察整個(gè)培訓(xùn)，從好的方面以及需要改進(jìn)的方面中學(xué)習(xí)Observewhatwentwell觀察好的方面Observewhatcanbeimproved觀察需要改進(jìn)的方面Mustprovideboth“positivefeedback”and“correctivefeedback”必須同時(shí)給出“積極的反饋”和“糾正的反饋”Recordobservationsusingthefeedbackform使用反饋表記錄觀察的情況Goodnewsfirst.先提好的方面。,FeedbackGuidelines反饋的指導(dǎo)原則,OrderofFeedback反饋的順序1.Trainer培訓(xùn)員2.Trainee學(xué)員3.Observers觀察者4.Facilitator督導(dǎo)師5.Trainer(ifappropriate)教練（如果有）,FeedbackGuidelines反饋的指導(dǎo)原則,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓(xùn)員Session2Principlesoflearning第二章：學(xué)習(xí)的原則Session3Preparingtotrain第三章：培訓(xùn)前的準(zhǔn)備Session4Conductingskillstraining第四章：開展技能培訓(xùn)Session5Conductingknowledgetraining第五章：開展知識(shí)培訓(xùn)Session6Departmenttraining第六章：部門培訓(xùn),CourseOutline課程綱要,Session5Conductingknowledgetraining第五章：開展知識(shí)培訓(xùn)-AICmethodAIC方法-demonstrationofAICmethodAIC方法展示-trainingtools培訓(xùn)工具-knowledgetrainingpresentationassignment知識(shí)培訓(xùn)任務(wù)分配,CourseOutline課程綱要,AAttractattention吸引注意力IInformcontent告知內(nèi)容CConsolidateLearning鞏固學(xué)習(xí),ConductingKnowledgeTraining開展知識(shí)培訓(xùn),AICMethodAIC方法,Attractattention吸引注意力,IInterest興趣NNeed需求TTopic主題RRange范圍OObjective目的,.Includesuitabledetails包含適當(dāng)?shù)募?xì)節(jié)-meettrainingobjective滿足培訓(xùn)目的-emphasizethemustknowknowledge強(qiáng)調(diào)必須知道的內(nèi)容.Followalogicalorder按照邏輯順序進(jìn)行-relatetobigpicture與大畫面相聯(lián)系-presentcontentindigestiblechunks把內(nèi)容分成易吸收的部分講解,AICMethodAIC方法,InformMethod告知內(nèi)容,.Askfrequentquestions頻繁的提問-stimulatethinking促進(jìn)思考-encourageparticipation鼓勵(lì)學(xué)員參與.Usetrainingtools使用培訓(xùn)教具-stimulatesensestoenhancelearning刺激感官已達(dá)更好的學(xué)習(xí)效果.Invitequestionsandcheckunderstanding征求問題并檢查學(xué)員的理解程度,AICMethodAIC方法,InformMethod告知內(nèi)容,.Reviewkeylearningpoints回顧學(xué)習(xí)要點(diǎn).Checkunderstanding檢驗(yàn)理解程度.Providesupportmaterials提供必要的信息資料.Invitequestions征求問題.Offersupportandconnecttothenexttraining提供支持并引出下節(jié)培訓(xùn),AICMethodAIC方法,Consolidatelearning鞏固學(xué)習(xí),DemonstrationofAICTrainingMethodAIC培訓(xùn)方法的演示,Whydoweuseaudiovisualtools為什么我們用視聽教具Addinterest增加趣味性Providevariety提供多樣化Helptofocusattention幫助集中注意力Assistinmemorization幫助記憶,TrainingTools培訓(xùn)教具,Learning&Retention學(xué)習(xí)與記憶,Guidelinesforaudiovisualtools使用視聽教具的指導(dǎo)原則Accurate精確的Attractive有吸引力Simple簡(jiǎn)單的Relevant有關(guān)聯(lián)性的,TrainingTools培訓(xùn)教具,Flipchart教學(xué)紙架Advantages優(yōu)點(diǎn)：Adaptable靈活Easytouse簡(jiǎn)易使用Transportable可移動(dòng)Easilydisplayed方便展示Inexpensiveandnopowerrequired便宜、不需要電源Retainedforreference可保留用于強(qiáng)調(diào)或闡明Colorful色彩鮮艷Buildaudienceparticipation可以使學(xué)員共同參與,TrainingTools培訓(xùn)教具,Flipchart教學(xué)紙架Keypoints要點(diǎn)：Settheheightandposition設(shè)定合適的高度和位置Plentyofsparepaperandmarkers有充足的備用白紙和標(biāo)記筆Maximumof6lines,6wordsperline使用6*6的規(guī)格Minimum2colorsperchart,usestrongcolors每頁知識(shí)使用兩種顏色Revealonlywhenready選擇適當(dāng)?shù)臅r(shí)間展示,TrainingTools培訓(xùn)教具,Flipchart教學(xué)紙架Keypoints要點(diǎn)：Blanksheetcoverpreparedones用空白頁遮住每一頁已經(jīng)寫好的內(nèi)容Pencilkeywords用鉛筆注解方便自己參考Checkreadability書寫清晰Facethegroup,butnottheflipchartwhenyouaretalking講課時(shí)要面對(duì)聽眾，而非紙架,TrainingTools培訓(xùn)教具,Whiteboard白板Advantages優(yōu)點(diǎn)Goodforpointsreferredtoonceonly對(duì)于只需要說明一次的要點(diǎn)比較方便Entriescanbeerased寫過的內(nèi)容能夠完全擦干凈Lowcost成本低Magnetic大多數(shù)白板是有磁性的,TrainingTools培訓(xùn)教具,Whiteboard白板Keypoints要點(diǎn)：Cleanandsimple保持內(nèi)容整潔、簡(jiǎn)單Eraseunwantedinformation及時(shí)擦掉多余的信息Usethicknon-permanentmarkers使用可涂抹的粗標(biāo)記筆Lotsofcolorsexceptreflectivecolors使用多種顏色,TrainingTools培訓(xùn)教具,Handouts講義Advantages優(yōu)點(diǎn)Memoryjogger記憶喚起手冊(cè)Additionalreadingmaterial培訓(xùn)課上沒有時(shí)間閱讀的額外的閱讀資料Showyouareprepared證明培訓(xùn)員是有所準(zhǔn)備的Improveparticipationandenhanceretention加強(qiáng)學(xué)員的參與并容易增強(qiáng)記憶Provideclearinstructionsandsavetime給出清晰的指示并節(jié)省口頭解釋時(shí)間,TrainingTools培訓(xùn)教具,Handouts講義Keypoints要點(diǎn)Matchtoparticipants內(nèi)容復(fù)雜度和詞匯要與參加課程的學(xué)員相符Handoutsmatchtopresentation確保講義的內(nèi)容與課程內(nèi)容相符Givenoutonlywhenrequired需要時(shí)才發(fā)個(gè)學(xué)員Ensureproperpresentation確保外觀恰當(dāng)Noerrorsallowed不能有錯(cuò)誤Prepareenoughcopies要準(zhǔn)備足夠的份數(shù),TrainingTools培訓(xùn)教具,LCDProjector液晶顯示投影儀Advantages優(yōu)點(diǎn)Suitableforgroupof5-25適合5-25人的小組Allowablackoutscreen可以轉(zhuǎn)換成空白的屏幕Revealpointsoneatatimeandmaintaineyecontact可以在適當(dāng)?shù)臅r(shí)候引出觀點(diǎn)，并能同時(shí)保持目光接觸Widerangeofcolorsandstyles可以使用多種顏色和風(fēng)格Enablepresentertofacetheparticipant講師能夠使用面對(duì)參加者,TrainingTools培訓(xùn)教具,LCDProjector液晶顯示投影儀Keypoints要點(diǎn)：Keeptheprojectorlensandscreenclean保證投影儀鏡頭和屏幕的清潔Positiontheprojectorproperty在培訓(xùn)開始前擺放在適當(dāng)?shù)奈恢肬selaserpointer使用激光筆Bemindfultoblockthevisuals切忌擋住投影,TrainingTools培訓(xùn)教具,LCDProjector液晶顯示投影儀Keypoints要點(diǎn)：Ensureuniformstyleforallslides確保所有的幻燈片都使用統(tǒng)一的風(fēng)格Displaykeypointsonly只顯示要點(diǎn)Besuretousealargeenoughfontsize確保使用足夠大的字體Usebulletpoints,chartsandgraphs使用項(xiàng)目符號(hào)、圖標(biāo)和曲線圖,TrainingTools培訓(xùn)教具,Guideline指導(dǎo)原則Roles角色1TrainerandasmallgroupofTrainee一位培訓(xùn)員搭配小組學(xué)員Restoftheparticipantswillbeobservers.剩下的學(xué)員是觀察者Bothtrainerandtrainee(s)shouldactasifthetrainingwerereal.培訓(xùn)員和學(xué)員都要把培訓(xùn)當(dāng)作真實(shí)的場(chǎng)景來演練,KnowledgeTrainingPresentationAssignment知識(shí)培訓(xùn)任務(wù)分配,KnowledgeTrainingPresentationAssignment知識(shí)培訓(xùn)任務(wù)分配,Guideline指導(dǎo)原則Presentation任務(wù):SelectataskfromTrainingFile.從培訓(xùn)檔案中選擇一個(gè)任務(wù)Preparefollowingitemsonflipchart在教學(xué)紙架上寫下一下內(nèi)容-Tasktittle,rangeandobjective任務(wù)的主題、范圍和目的FollowtheAICmethodclosely嚴(yán)格遵循AIC方法Suitabletrainingtoolsmustbeused必須使用適當(dāng)?shù)呐嘤?xùn)教具,Guideline指導(dǎo)原則Duration時(shí)間10minutesmaximumpresentationtime整個(gè)任務(wù)展示不超過10分鐘PresentStep2(InformContent)for5-7minutes將第二個(gè)步驟（告知內(nèi)容）控制在5-7分鐘內(nèi),KnowledgeTrainingPresentationAssignment知識(shí)培訓(xùn)任務(wù)分配,PossibleTopics可以的主題Inductionfornewtrainee介紹一個(gè)新學(xué)員Housekeepingproductknowledge客房產(chǎn)品知識(shí)Handlingguestcomplaints處理客人投訴Hotelpolicyandprocedures酒店政策與程序Jobdescription崗位職責(zé)描述,KnowledgeTrainingPresentationAssignment知識(shí)培訓(xùn)任務(wù)分配,RolesofObservers觀察者的角色Givefullattentiontoobservingthetraining,learningfromwhatworkswellandwhatdoesnot用心觀察整個(gè)培訓(xùn)，從好的方面以及需要改進(jìn)的方面中學(xué)習(xí)Observewhatwentwell觀察好的方面Observewhatcanbeimproved觀察需要改進(jìn)的方面Mustprovideboth“positivefeedback”and“correctivefeedback”必須同時(shí)給出“積極的反饋”和“糾正的反饋”Recordobservationsusingthefeedbackform使用反饋表記錄觀察的情況Goodnewsfirst.先提好的方面。,FeedbackGuidelines反饋的指導(dǎo)原則,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓(xùn)員Session2Principlesoflearning第二章：學(xué)習(xí)的原則Session3Preparingtotrain第三章：培訓(xùn)前的準(zhǔn)備Session4Conductingskillstraining第四章：開展技能培訓(xùn)Session5Conductingknowledgetraining第五章：開展知識(shí)培訓(xùn)Session6Departmenttraining第六章：部門培訓(xùn),CourseOutline課程綱要,Session5Conductingknowledgetraining第五章：開展知識(shí)培訓(xùn)-Presentationpracticeforknowledgetraining知識(shí)培訓(xùn)的實(shí)踐練習(xí)Session6Departmenttraining第六章：部門培訓(xùn)-administrationofdepartmental