喜達(dá)屋TSW培訓(xùn)課程課件

1、WELCOME TOT.S.W.培訓(xùn)技巧實(shí)踐課W.I.F.M?Whats in it for me ?我能從中獲得什么？ 培 訓(xùn) 技 巧 課 程 的 目 標(biāo)OBJECTIVES FOR TSW 發(fā)展培訓(xùn)的領(lǐng)導(dǎo)才能Develop training leadership 有效的演講技巧 Demonstrate Effective Presentations 促進(jìn)發(fā)展 - Promote Growth 提高自信心 - Increase self confidence培 訓(xùn) 技 巧 課 程 的 目 標(biāo)OBJECTIVES FOR TSW 在部門里建立喜達(dá)屋培訓(xùn)系統(tǒng)Establish a standar

2、d training system 有效地使用培訓(xùn)活動(dòng)綱要Use Training Activity Outline effectively 準(zhǔn)備和使用影像器材Prepare & present AV material演示：Presentation #1 自 我 介 紹 Self Introduction Tone of Voice 培 訓(xùn) 技 巧 課 程 的 課 題TSW SUBJECTS 培訓(xùn)的領(lǐng)導(dǎo)能力Training Leadership 培訓(xùn)的準(zhǔn)備工作Preparing for training 喜達(dá)屋培訓(xùn)系統(tǒng)Starwood Training System 培訓(xùn)演講Training

3、Presentation 進(jìn)行評(píng)估Conducting critiques 成年人如何學(xué)習(xí)How adults learn 知識(shí)和技巧培訓(xùn)Knowledge & Skill Training 如何使用影像器材How to use AV equipment培 訓(xùn) 技 巧 課 程 的 課 題TSW SUBJECTS 獲得積極參與 Gaining activity participation 一對(duì)一培訓(xùn)One on one training 熟悉培訓(xùn)活動(dòng)綱要Personalizing a T.A.O. 認(rèn)證并獎(jiǎng)勵(lì)員工Certification process 課程知識(shí)測(cè)試 TSW knowledge

4、 test 運(yùn)用你的培訓(xùn)技巧 Applying Training Skills 培訓(xùn)技巧課程總結(jié) TSW summary METHODS USED FOR TRAINING培訓(xùn)方式Lectures講座Discussions討論Exercises活動(dòng)Practice練習(xí)Brain Storming 集思廣益GUIDELINES FOR TSWTSW 課程要遵循的原則準(zhǔn)時(shí)Be on time聽，說(shuō)Listen & Say ideas提問(wèn)題Ask questions完成任務(wù)Do homework相互評(píng)估Critique each other嘗試新東西Try new things相互幫助Help ea

5、ch other接受反饋意見Accept feedbackCreating the Training Climate創(chuàng)造培訓(xùn)環(huán)境Physical Climate物理環(huán)境Social Climate 心理環(huán)境學(xué)習(xí)的物理環(huán)境A physical climate for learningAdequate physical space 足夠的空間Comfort, cleanliness 舒適與干凈的環(huán)境Needed equipment available 擁有所需的設(shè)備Without Distractions 沒(méi)有干擾Space & Trainer ready on schedule 空間與訓(xùn)導(dǎo)師都能

6、按事先日程安排就位 學(xué)習(xí)的心理環(huán)境A social climate for learning 期望能夠達(dá)到預(yù)先設(shè)定的標(biāo)準(zhǔn)Expect that standards will be met 將培訓(xùn)建立成日常營(yíng)運(yùn)的一部分Establish training as a part of the operational flow in your area 預(yù)計(jì)客人、組織以及員工的需求Anticipate needs of the guests, organization and your employees 容許犯錯(cuò)誤 Allow “mistakes” 鼓勵(lì)創(chuàng)新 Encourage risk takin

7、g and creativity among staff 適當(dāng)?shù)叵路艡?quán)力 Disperse authority at appropriate levels CRITERIA FOR TRAINERS評(píng)判培訓(xùn)者的標(biāo)準(zhǔn)THE Things You would look for in a Trainer怎樣才是一個(gè)好的培訓(xùn)者？Grooming 儀容儀表Rapport with Group 融洽氣氛Voice-Volume & Tone 語(yǔ)音語(yǔ)調(diào)Self Confidence 自我信心Posture & Gesture 姿勢(shì)儀態(tài)Style 培訓(xùn)風(fēng)格Poise(grace under Pressure)

8、控場(chǎng)能力Content of Message 培訓(xùn)內(nèi)容Preparedness 準(zhǔn)備情況Energy Level 動(dòng)量能力Organization 組織條理Knowledgeable 知識(shí)豐富Body Language身體語(yǔ)言演示：Presentation #21分鐘演講 1 Minute Presentation Eye ContactWhat difference did you feel about the 2 presentations?你對(duì)兩次展示的感覺(jué)有什么不同？Training is Important in Our Hotel培訓(xùn)給酒店帶來(lái)的好處是 .Effective Tra

9、ining ProvidesConsistency of Service保持一貫的服務(wù)水準(zhǔn)Develop Employee Skills提高員工技能Guest Satisfaction增加客人滿意程度Long Term benefits of Higher Revenues, lower costs thru improved Service通過(guò)提高員工服務(wù)以增加酒店收入，減少成本Training takes Time培訓(xùn)花費(fèi)時(shí)間，但And what do you get.培訓(xùn)使你Experience a new aspect of leadership.體驗(yàn)領(lǐng)導(dǎo)才能的新的一面Strength

10、en your team. 加強(qiáng)你的隊(duì)伍L(zhǎng)earn about your assoc. needs and strengths. 了解員工的需要和優(yōu)勢(shì)Proactive role not reactive. 積極預(yù)防而非消極應(yīng)對(duì)問(wèn)題Expand your own skill level.增強(qiáng)自身技能水平主管在培訓(xùn)中的角色Supervisors role in Training1.觀察Observe2. 計(jì)劃 Plan3. 激勵(lì)員工 Motivate4. 解決問(wèn)題 Solve5. 培訓(xùn) Training6. 承認(rèn)，認(rèn)可 CertifySupervisors role in training主管在

11、培訓(xùn)中的角色Motivate 激勵(lì)Offer W.I.F.M 提供好處Explain reasons解釋原因Give Recognition給予認(rèn)可Identify challenges挑戰(zhàn)員工Give responsibility給予責(zé)任Solve problems 解決問(wèn)題Remove obstacles to training 排除培訓(xùn)障礙Listen & respond to employees feedback傾聽員工反饋并給予回應(yīng)Distinguish between operational & training problems區(qū)分經(jīng)營(yíng)和培訓(xùn)問(wèn)題Supervisors role

12、in training主管在培訓(xùn)中的角色Train 培訓(xùn)Increase skills 增加技能Enhance ability 擴(kuò)展能力Increase self confidence增加自信心Increase Job Satisfaction增加工作滿意程度Build Loyalty 提高忠誠(chéng)度Maintain Consistency保持一貫性Certificate 認(rèn)可Keep interest & challenged保持興趣和挑戰(zhàn)性Ensure proficiency of standards確保標(biāo)準(zhǔn)有效執(zhí)行Track & Recognize progress追蹤與認(rèn)可進(jìn)展過(guò)程Intr

13、oduction To Planning培訓(xùn)的計(jì)劃和準(zhǔn)備VIDEO Presentation錄像演示 PLANNING & PREPARATION培訓(xùn)的計(jì)劃和準(zhǔn)備Taking time to plan and prepare is necessary for succesful training成功的培訓(xùn)需要充足的準(zhǔn)備 TWO GROUPS 小組討論Group OneWhy are planning and preparation important為什么計(jì)劃和準(zhǔn)備很重要？Group Two What must be done to prepare? 需要做哪些準(zhǔn)備？Why are Plann

14、ing and Preparation important?為什么計(jì)劃和準(zhǔn)備很重要？Make training cost effective使培訓(xùn)更有價(jià)值Give maximum learning opportunity給予最多的學(xué)習(xí)機(jī)會(huì)Increase trainer self confidence增加培訓(xùn)者的自信心More interest for group 增加學(xué)員的興趣Create good work habits 培養(yǎng)良好的工作習(xí)慣Set Objectives 確定明確的目標(biāo) 明確培訓(xùn)的問(wèn)題 Identify the training problem 觀察 observe 分析 a

15、nalyze 回顧標(biāo)準(zhǔn) Review the standard (s) 選擇合適的培訓(xùn)活動(dòng)綱要 Choose the appropriate Training Activity Outline 準(zhǔn)備的內(nèi)容What to Plan安排培訓(xùn)時(shí)間和地點(diǎn) - 通知員工Schedule time & place Notify Employees準(zhǔn)備材料 Prepare materials修改培訓(xùn)活動(dòng)綱要 Adapt T.A.O.準(zhǔn)備分發(fā)資料 Handouts調(diào)試設(shè)備 Equipment安排場(chǎng)地 Space準(zhǔn)備的內(nèi)容What to PlanStarwood Training System喜達(dá)屋培訓(xùn)系統(tǒng)Th

16、e Starwood Training System喜達(dá)屋培訓(xùn)系統(tǒng)4 Key Documents 四個(gè)主要文件New Associate Training Profile / Certification(NATPC)新員工培訓(xùn)檔案/證書Standards &procedures(S&P)標(biāo)準(zhǔn)與程序Training Activity Outline(T.A.O.)培訓(xùn)活動(dòng)綱要Job Description(JD)職責(zé)描述Why is Starwood Training Philosophy and System effective?為什么喜達(dá)屋培訓(xùn)哲學(xué)和系統(tǒng)有效？Develops manager

17、ial skills. 發(fā)展管理技巧Makes the training property-specific and responsive to cultural differences. 使培訓(xùn)切合本酒店的需要并適應(yīng)文化的差異Personalizes the ongoing training effort. 使培訓(xùn)具有個(gè)性化Enforces standardization with a safe amount of flexibility. 在加強(qiáng)標(biāo)準(zhǔn)化的同時(shí)不失靈活性Builds a mentorship program. 建立導(dǎo)師制度 工作職責(zé) Job DescriptionPhone

18、OperatorResponsibilities:1.2.3.4. Taking and Making Wake-up喜達(dá)屋培訓(xùn)流程圖Starwood Training System 新員工培訓(xùn)檔案及證書 (NATP/C)Tasks:1.2.Wake up calls3.標(biāo)準(zhǔn)和程序(S&P)Task: Wake-up CallsStandard:Procedures:培訓(xùn)活動(dòng)綱要 (TAO)Task:Wake-up callsObjective:Standard:1243Job Description工作職責(zé)Definition: 定義The general responsibilities

19、and duties of a job category. 某工作的崗位總體責(zé)任與任務(wù)。Function: 作用Show reporting/supervising relationship. 表現(xiàn)向上匯報(bào)與對(duì)下監(jiān)督的關(guān)系Indicates qualifications needed. 明確崗位所需的資質(zhì)Overview duties performed. 概括職責(zé)Helpful for personnel functions (recruiting, selecting, transferring and promoting). 幫助人事工作（招聘，選人，調(diào)任以及提升）Job Descrip

20、tion工作職責(zé)N.A.T.P/.C.1N.A.T.P/.C.2New Employee Training Profile / Certification (NATP/C)新員工培訓(xùn)檔案及證書 (NATP/C)Definition 定義List of tasks by job category. 按照工作崗位排列的任務(wù)列表Function: 作用：check list to record all duties and training completed. 檢查和記錄所有職責(zé)和培訓(xùn)完成情況manager / employee sign-off. 經(jīng)理/員工簽名guideline for mut

21、ual understanding between manager and employee about what training must take place. 為經(jīng)理和員工對(duì)要培訓(xùn)的內(nèi)容形成共識(shí)提供指導(dǎo)意見Certification Philosophy認(rèn)證哲學(xué)Allows employees and supervisors to see rapid growth in job skills initially 讓員工和主管都可以看到工作技巧上有快速發(fā)展 Leaves room to show movement toward skill mastery 留出余地來(lái)展示到達(dá)技術(shù)精通的距離

22、Provides employees and managers with a current status of skill proficiency 給員工和經(jīng)理提供當(dāng)前技術(shù)熟練程度的狀況Helps supervisors to guide their training efforts to make sure all employees achieve skill mastery. 幫助主管指導(dǎo)他們的培訓(xùn)，確定所有員工熟練掌握技術(shù)。 Standard & Procedures標(biāo)準(zhǔn)與程序 標(biāo) 準(zhǔn) 編 寫 好 壞 的 判 斷 依 據(jù)Criteria for a well written stan

23、dard詳細(xì)描述了要求的結(jié)果 Describe required results從客人的角度出發(fā) Written from the customers point of view描述了產(chǎn)品的最終效果 Establish how a product looks必須是可衡量和可達(dá)到的 Must be measurable & achievable適合市場(chǎng)狀況 Appropriate to market conditions達(dá)到客人的期望 Meets guest expectationsSample Standards標(biāo)準(zhǔn)示例在電話鈴三聲響內(nèi)接聽電話所有登記入住客人將于抵達(dá)前臺(tái)后15分鐘內(nèi)領(lǐng)上客房所

24、有預(yù)訂信息將在接到預(yù)訂電話2分鐘內(nèi)完整、準(zhǔn)確地輸入到電腦里當(dāng)客人電話送餐服務(wù)時(shí)，點(diǎn)單的服務(wù)員在與客人對(duì)話過(guò)程中至少稱呼兩次客人姓名。使用圖片也是設(shè)立標(biāo)準(zhǔn)的一種方式 程 序 編 寫 好 壞 的 判 斷 標(biāo) 準(zhǔn)A well written Procedure按邏輯順序描述一項(xiàng)任務(wù) Describe a task in a logical sequence足夠詳盡，使沒(méi)有任何經(jīng)驗(yàn)的員工都知道如何 完成該項(xiàng)任務(wù) Is detailed enough for the least experienced employee to know how to do the taskTraining Activit

25、y Outline培訓(xùn)活動(dòng)綱要Is a Form which Guides the Trainer Through each Class 培訓(xùn)者授課指南Is the Trainers Road Map to help you get to your destination 培訓(xùn)者通向目的地的地圖Training Activity Outline培訓(xùn)活動(dòng)綱要HOW/With What 如何做/使用什么設(shè)備What講什么內(nèi)容1 min2 min3 minHow does a T.A.O. help 培訓(xùn)活動(dòng)綱要如何提供幫助？Reviews objective of class 回顧課程目的Iden

26、tify preparation needed 明確準(zhǔn)備需要Guide for instructor 培訓(xùn)者指南Review of Content 回顧內(nèi)容Organize thoughts 整理思路Makes class more interesting使課堂氣氛活躍Covers all points 覆蓋所有要點(diǎn)Promotes self confidence 增強(qiáng)自信心How Adults Learn成年人如何學(xué)習(xí)馬斯洛的人類需求層次Maslows Hierarchy of needsSocial Needs 社會(huì)需求Acceptance接受Praise表?yè)P(yáng)Respect尊重Recogn

27、ition認(rèn)可Trust信任Friendship友誼Attention關(guān)注Belonging歸屬 進(jìn)行點(diǎn)評(píng)的步驟The critique process讓受培訓(xùn)者進(jìn)行自我評(píng)估Allow person to critique self first讓同伴第二個(gè)進(jìn)行評(píng)估Ask for peer critique second培訓(xùn)者最后一個(gè)進(jìn)行評(píng)估Instructor critiques last進(jìn)行點(diǎn)評(píng)的步驟The critique process陳述明確詳細(xì) Be specific先評(píng)價(jià)受培訓(xùn)者做的比較好的Start with comments about what you liked提出可以改進(jìn)

28、的意見 Offer suggestions for the future將你的建議限制在一定數(shù)量?jī)?nèi)(最多三個(gè))Limit suggestionsWhat is Knowledge Training ?什么是知識(shí)培訓(xùn)？Giving Information提供信息Teaching Facts講述事實(shí)Presenting Theory教授理論Figures & Statistic Data數(shù)字與統(tǒng)計(jì)數(shù)據(jù)Introduction To Knowledge TrainingVIDEO Presentation知識(shí)培訓(xùn)介紹 (錄像)4 Elements 知識(shí)培訓(xùn)四要素 Introduction 介紹Con

29、tent 內(nèi)容Test 測(cè)試Summary 總結(jié)知識(shí)培訓(xùn)12341. INTRODUCTION 介紹Topic 題目Self - Introduction 自我介紹Purpose of Class 目的W.I.F.M. 我能從中獲得什么？Ice breaker 打破僵局Get Participation 獲得參與Establish Current Knowledge 了解學(xué)員水平Announce Test 宣布測(cè)試2. CONTENT 內(nèi)容3-5 Key Points MAX (specific & logical)最多35個(gè)要點(diǎn) (明確且具邏輯)Increase participation

30、增加參與Use Audio Visuals 使用聲像器材Define Terms 解釋術(shù)語(yǔ)Build Interest 提高興趣Reward Questions 鼓勵(lì)學(xué)員3. TEST 測(cè)試Test Often 經(jīng)常測(cè)試Either Written or oral 書面或口頭Only Important INFO 測(cè)試要點(diǎn)4. Summary 總結(jié)Review Key Points 回顧要點(diǎn)ADD something new 增加新信息Give handouts for review 分發(fā)材料Todays Topics:今天的課題： Review of Day 2 回顧第一天內(nèi)容 8 min

31、Knowledge training presentation 八分鐘知識(shí)培訓(xùn) 展示課 Creative use of audio visuals 以創(chuàng)意的方式使用直觀教具 Gain Participation 獲得積極參與 Skill training 技能培訓(xùn) Summary of Day 2 總結(jié)第二天學(xué)習(xí)內(nèi)容CREATIVE USE OF AUDIOVISUALS以創(chuàng)意的方式使用直觀教具如果我們把直觀教具定義為：任何能夠直接或間接地制造聲音，產(chǎn)生圖象的物品、設(shè)備和器材。請(qǐng)問(wèn)在這間培訓(xùn)教室里有多少種直觀教具？?為什么要在培訓(xùn)中使用直觀教具？Add interest 增加興趣Assist

32、in memorization 有助于記憶Provide variety 給予培訓(xùn)多樣性與變化Help to focus attention 有助于集中注意力General ideas about using audio & visuals對(duì)于使用直觀教具的一般注意事項(xiàng)：Avoid overuse of audio visuals 防止濫用Stand to one side: dont block the visual站在一邊，不要擋住了圖像Display only the key points僅演示關(guān)鍵要點(diǎn)Have extra copies and spare parts available

33、準(zhǔn)備額外用具和配件Organize & plan thoroughly 周密組織計(jì)劃Flipchart使用翻頁(yè)活板夾Why & How為什么？如何使用？Why use a flip chart?為何要使用翻頁(yè)活板夾？由淺入深地闡述問(wèn)題時(shí)色彩多樣費(fèi)用低廉使用簡(jiǎn)單吸引聽眾注意力建立聽眾參與實(shí)現(xiàn)目標(biāo)的途徑：1、學(xué)習(xí)2、學(xué)習(xí)3、學(xué)習(xí)Techniques for effective use of a Flipchart使用的翻頁(yè)活板夾的有效方法預(yù)先做好準(zhǔn)備使用關(guān)鍵詞，以大號(hào)字清晰書寫不同論點(diǎn)分開討論面對(duì)學(xué)員，而不是白板每?jī)身?yè)之間插入空白頁(yè)每一頁(yè)用鉛筆注明標(biāo)題可以伸出兩臂懸掛白板紙 投 影 儀 Overh

34、ead ProjectorFor large groups 適合有較多人數(shù)的培訓(xùn)Can maintain eye contact 能夠保持目光的交流Dramatic, can unveil info. 戲劇性，能夠一步步的揭露答案Can add to graphic or take away from it 可以加入圖片或?qū)⑷∠?dāng)中的圖片Reuse a transparency 膠片可以重復(fù)使用 使用膠片投影儀的技巧Techniques for overhead Projector上課前，檢查各部分零件都工作正常預(yù)先調(diào)整焦距 使用可擦洗的水筆 站在一旁， 面對(duì)學(xué)員使用鉛筆來(lái)強(qiáng)調(diào)重點(diǎn)使用大號(hào)字體

35、，清晰書寫Learning about LCD 學(xué)習(xí)使用鐳射投影儀連接手提電腦時(shí)有特殊按鍵以調(diào)出圖像:Fn+F8事先調(diào)好焦距提前準(zhǔn)備，檢查線路連接用Powerpoint軟件設(shè)置不同動(dòng)畫效果可以在幻燈中加入聲音效果學(xué)員收到一份實(shí)際表格，可以對(duì)此進(jìn)行練習(xí)給學(xué)員一份做為將來(lái)參考用價(jià)格低廉，易于準(zhǔn)備WIFM for Handouts培訓(xùn)資料的好處培訓(xùn)資料 Handouts準(zhǔn)備足夠的文件份數(shù) 根據(jù)實(shí)際情況做適當(dāng)調(diào)整當(dāng)需要團(tuán)體學(xué)員朗讀或使用時(shí)就可以分發(fā)下去。比較典型的情況是，在培訓(xùn)開始時(shí)分發(fā)練習(xí)手冊(cè)而在結(jié)束時(shí)分發(fā)培訓(xùn)資料。這樣可以防止培訓(xùn)過(guò)程中邊聽邊看資料而分散注意力。商業(yè)電影和錄相帶在挑選商業(yè)音像資料之

36、前要仔細(xì)預(yù)覽一遍，考慮以下問(wèn)題： 1. 該錄相帶是否能強(qiáng)調(diào)你培訓(xùn)的重點(diǎn)內(nèi)容？ 2. 錄相帶是否清楚展示了你培訓(xùn)的標(biāo)準(zhǔn)？ 3. 錄相帶是否生動(dòng)有趣？ 4. 經(jīng)濟(jì)上是否劃算？ 5. 這一錄相帶對(duì)當(dāng)?shù)貙W(xué)員是否恰當(dāng)？ 總結(jié) Summary人們75%的知識(shí)通過(guò)視覺(jué)獲得，13%通過(guò)聽覺(jué)。將視聽效果合并可以增強(qiáng)學(xué)習(xí)的效果。預(yù)先準(zhǔn)備切忌濫用 Gaining Participation獲得積極參與How can trainees actively contribute to the class?學(xué)員積極地參與培訓(xùn)的表現(xiàn)有哪些？Asking questions 提問(wèn)Sharing their experience

37、 分享經(jīng)驗(yàn)Buzz groups 集思廣益Role plays 角色扮演Practicing skills 技巧練習(xí)Offering ideas and opinions 給出觀點(diǎn)和意見Raising objections 提出反對(duì)意見How will you stimulate participation among your associates?你們將如何調(diào)動(dòng)學(xué)員的參與積極性呢？Video: Introduction to Skill Training介紹技巧培訓(xùn)錄相SKILL TRAINING技巧培訓(xùn)5 Elements of Skill Training技巧培訓(xùn)五大要素Introduction 簡(jiǎn)介Demonstration by Trainer 培訓(xùn)者演示Practice by Each Trainee 學(xué)員練習(xí)Critique 點(diǎn)評(píng)Summary 總結(jié)Introduction 簡(jiǎn)介Purpose of This Class 這節(jié)課的目的Gain Participation 獲得參與Check Skill Levels 了解學(xué)員掌握程度Refer to Standard 參照標(biāo)準(zhǔn)Confirm Understanding 確認(rèn)