IHG技能培訓認證課件

精選課件pptCraftTrainer'sCertificate

技能培訓認證精選課件ppt2Introduction導言Whyyouhavebeenselectedtoattendthisprogram?為什么你會被選擇來參加這個培訓？Whatyouwanttolearnthroughouttheprogramtohelpyoutobeabettertrainer?在這個培訓中，你想通過學習哪些知識使你成為一個更優(yōu)秀的培訓員？3.Whattrainingyouwillbeexpectedtocarryoutwhenyoureturntoyourdepartment?當你回到部門后，你將會實施哪些培訓？精選課件ppt3Need需求Effectivetrainingskillsareessentialforallsupervisorsandmanagers.著實有效的培訓技能是所有主管和經理的必要素質之一。精選課件ppt4TheEmployeeLifecycle

員工的職業(yè)周期5.Assessment-TrainingandDevelopment:評估-培訓和發(fā)展DH’swithpotentialtomoveintoGMpositions,willattendassessmentanddevelopmentprograms.有可能成為總經理的部門主管會很留心計劃的評估和發(fā)展4.PerformanceManagement:績效管理Thisistargetedatthosewhomustmanageotheremployees.Theyhavetobecompetentincoaching,discipliningetc.主要針對于那些管理者他們必須有管理和督導等等的能力6.SuccessionPlanning:繼任計劃Settingandachievinggoalstomoveontothenextstepintheircareer.設置和完成目標從而進行下一步。2.CommunicatingExpectationsToEmployees:將期望傳達給員工Sendouttherightmessagestoallnewemployees.向所有新員工傳遞正確的信息PreparingTheOrganization組織框架的準備:Ensuringmanagementiscompetentinallaspectsofbringingnewstaffintothehotel.確保通過管理可以很好的使新員工融入酒店3.BuildingCapability–TrainingandDevelopment:塑造能力-培訓和發(fā)展Byassessingonthejobneedswecanassessfurthertrainingthestaffmayrequire.通過評估工作需求,我們可以評估下一步的培訓需求。精選課件ppt5Range范圍ProgramOutline培訓綱要Day1:Introduction導言Benefitsoftraining培訓的益處Identifyinglearningneeds識別學習需求Organisingthetrainingcontent組織培訓內容Firstpracticesession第一次練習Learningpreferences學習偏好精選課件ppt6Range范圍ProgramOutline培訓綱要Day2:Gainingattention吸引注意力Breakdown分步講解Questions問題Check檢查Secondpracticesession第二次練習Correctivecoaching糾正指導Trainingsystemsandresources培訓體系及資源精選課件ppt7Range范圍ProgramOutline培訓綱要Day3:(Optional–maybeconductedbackintheworkplace.可選-或可在實際培訓中進行)Thirdpracticesession第三次練習Assessment評估精選課件ppt8DomesticsBreaks休息Smoking吸煙Bathrooms洗手間Emergencyprocedures緊急情況Workbooks講義Feelfreetoutilizetheseinthewaythatsuitsyoubest.

可以適合你的任何方式使用它。Lotsoffun!享受你的培訓！精選課件ppt9Objectives目標IdentifyTraining&Developmentrequirementsforteammembersinyourdepartment.識別你的團隊成員的培訓和發(fā)展要求。Designandcarryoutashortpieceofon-the-jobtrainingtomeettheseneeds.設計和實施一個簡短的培訓來迎合這些需求。Evaluatetheeffectivenessofthetraining.評估培訓的效果。Developopportunitiestobuildorganizationalcapabilityforthefuture.為將來塑造組織能力創(chuàng)造機會。Coachteammembersinthedevelopmentoftheirskills.指導團隊成員發(fā)展他們的技能。Carryoutcorrectivecoachingtoensurethestandardsaremaintained.進行糾正指導確保工作標準的實施。Choosetrainingresourcesandsystemstosupportyourdepartment’straining.選擇培訓資源和系統(tǒng)來支持你們的部門培訓。精選課件pptModule2第二章BenefitsOfTraining培訓的益處精選課件ppt11BenefitsOfTraining培訓的益處Objectives目標Establishadefinitionoftraining.確定培訓的定義。Explainwhobenefitsfromtrainingandwhatthespecificbenefitsare.解釋誰會從培訓中得益和得到了哪些益處。Describesomeofthebarriersthatpreventusfromtraining.簡述一些阻礙我們進行培訓的困難。精選課件ppt12WhatIsTraining?什么是培訓？Tobringapersontoadesiredstateorstandardthroughinstructionorpractice.通過指導和練習使之達到期望的狀態(tài)或標準。精選課件ppt13WhatTypeOfEmployeesNeedTraining?哪些員工需要培訓？Newemployees(OnBoarding).新員工（剛入職）。Transferringtoanotherdepartment(Newknowledge).調至另一部門（新知識）。Promotion(Newknowledge).提升（新知識）。Whenstandardshavedropped(Corrective).無法達到工作標準（糾正）。精選課件ppt14WhoBenefitsFromTraining?誰從培訓中受益？Trainees/Employees員工Trainers/Supervisors培訓員/主管Guest顧客Hotel酒店精選課件ppt15WhoBenefitsFromTraining?誰從培訓中受益？Trainees/Employees員工Increasedjobsatisfaction.提高工作滿意度。Greatersafety.工作安全。Workmoreefficiently.提高效率。Careeradvancement.職業(yè)發(fā)展。Greaterconfidence.提高自信。精選課件ppt16WhoBenefitsFromTraining?誰從培訓中受益？Trainer/Supervisor培訓員/主管Delegatemoretasks.委派更多的任務。Lesscomplaints.更少的抱怨。Increasesteammorale.提高團隊士氣。Lesstimespentcheckingonemployees.節(jié)省檢查員工的時間。精選課件ppt17WhoBenefitsFromTraining?誰從培訓中受益？Guest客人Efficientservice.高效的服務。Valueformoney.物有所值。Nocauseforcomplaint.沒有抱怨的理由。Consistentservice.獲得始終如一的服務。精選課件ppt18WhoBenefitsFromTraining?誰從培訓中受益？Hotel酒店Consistentstandards.始終如一的服務標準。Improvedproductivity.提高生產力。Increasedretention.減少人員流失。Increasedmorale.提高士氣。Lesscomplaints.減少抱怨。Increasedrevenue.增加收入。精選課件ppt19Teamhavetodomorework大量的工作RecruitnewEmployee招聘新員工BarriersToTraining

培訓障礙TheydothingsWrong做錯事Newemployeegetsthrownin新員工入職EmployeefeelsDemotivated員工沒有動力TeamgetsDemotivated團隊沒有動力Idon’thavetimetotrain沒時間EmployeeLeaves員工離職VICIOUS

CYCLE惡性循環(huán)精選課件ppt20EmployeeisMotivated員工有動力Managerhasmoretime經理有更多的時間BarriersToTraining培訓障礙Employeelearnsnewskills員工學到新技能Newemployeeenjoysrole新員工遵守規(guī)則EmployeefeelsValued員工感覺到很受用Employeetakesonextratasks員工接受額外工作Idon’thavetimeNOTtotrain我有足夠的培訓時間EmployeeworksUnsupervised員工工作無須監(jiān)督VIRTUOUSCYCLE良性循環(huán)精選課件pptModule3第三章IdentifyingLearningNeeds識別培訓需求精選課件ppt22IdentifyingLearningNeeds確定培訓需求Objectives目標Statewhyitisimportanttoidentifylearningneeds.陳述為什么識別學習需求很重要？Describealearningneed.描述學習需求。Identifyhowskills,knowledgeandattitudecontributetothelearningneed.認識到技能、知識和態(tài)度如何有助于學習需求Recognisetimeswhentrainingisnottheanswer.當培訓不是解決辦法的時候要注意分別。DescribetheoverallroleoftheWorkplaceTrainer.描述工作場所培訓者的全面職能。精選課件ppt23Learning學習Learningistogainknowledgeorskillbystudy,experienceorbeingtaught.指通過研究、體驗或被教育而獲得知識或技能。Training培訓Tobringapersontoadesiredstateorstandardbyinstructionorpractice.通過指導和練習使之達到期望的狀態(tài)或標準。精選課件ppt24TrainingVS

LearningTrainingiswhatyoudoasthetrainer.Learningiswhatthetraineedoes.精選課件ppt25ActualPerformance實際表現DesiredPerformance期望表現WhatIsALearningNeed?什么是學習需求？LearningNeed學習需求精選課件ppt26Skills技能Knowledge知識WhatIsCompetency?什么是能力？Competent能力Attitude態(tài)度精選課件ppt27Passionate熱情ActionOriented行動導向TheLeadershipBrandFramework領導力品牌的架構TeamFocused團隊關注Savvy理解能力精選課件ppt28MeasurementTools測量工具GSTS(GuestsatisfactionTestSystem)ES(EmployeeSurvey)Profit收益Guestcomments/feedback顧客的意見/反饋Turnoverstatistics人員流動統(tǒng)計Accidentreports事故報告Wastage損耗Lowproductivity低下的生產力精選課件ppt29LeadershipBrandCompetenciesPerformanceManagement績效管理TheRoleOfTheWorkplaceTrainer工作場所培訓者的職能IdentifyLearningNeeds確定培訓需求OngoingTraining進行培訓OvercomingObstacles克服障礙WORKPLACETRAINER精選課件pptModule4第四章OrganisingTheTrainingContent組織培訓內容精選課件ppt31OrganisingTheTrainingContent組織培訓內容Objectives目標Describethecomponentpartsofatrainingsession.描述培訓過程的組成部分。Explainthebenefitsofhavingastructure.解釋擁有完整結構的好處。Demonstratethelogicalsequenceinyour1stpracticesession.在你的第一次練習中展示你的邏輯順序。精選課件ppt32Preparation準備Trainee學員Goalsandoutcomes目標和成果Performancestandards執(zhí)行標準Skillsgaps技能差距TrainingRequirements培訓條件Venue(Space)場地Resources/Materials材料Lengthofsession(Timeallocatedfortraineeandtrainer)時間TrainingSessionPlan培訓計劃Remember…“Failingtoplanisplanningtofail!”精選課件ppt33GainingAttention吸引注意力What主題Interest興趣Need需求精選課件ppt34Breakdown分步講解Explanation解釋Questions問題Demonstration示范Stages分步TraineePractice學員練習Praise表揚精選課件ppt35CheckVerbalcheck口頭檢查Practicalcheck實踐檢查Praise表揚Linkforward繼續(xù)延伸精選課件pptFirstPracticalSession第一次練習精選課件pptModule5第五章LearningPreferences學習偏好精選課件ppt38LearningPreferences學習偏好Objectives目標Identifyhowandwhypeoplelearn.為什么人們要學習,如何學習Recognisehowyouthetrainercanhelpthelearnertolearn.學會作為培訓員如何幫助你的學員去學習。Identifywaystoovercomethebarrierstolearning.認識跨越學習障礙的方法。精選課件ppt39LearningPreferences學習偏好IRemember記住IUnderstand理解IForget忘記ISee看IDo做IHear聽精選課件ppt40LeftSide左半球Verbal語言Analytical分析Processideassequentially間接想法的產生(思考后得出的)Keepstrackoftime注重時間StepbyStep按部就班Highlyorganised高度的組織能力Makeslists有條理BrainDominance大腦的控制RightSide右半球Visual視覺Intuitive直覺Processideassimultaneously形成直接想法Nosenseoftime沒有時間觀念Seewholefirst會先看到整體Talkwithyourhands動手能力精選課件ppt41VAKStylesVAK類型Visual-“Showme”視覺類型Thesecommunicatorsandlearnerstendtoseethingsintheirmindsanduseimages.Theyprefertolearningfromreading,notetakinganddiagrams.Auditory-“Tellme”聽覺類型Thesecommunicatorsandlearnerstendtolistenandtalk.Theyprefertolearnfromlectures,talksandaudiotapes.Kinaesthetic-“Letmetry”觸覺類型Thesecommunicatorsandlearnerstendtousemovementandaction.Theyprefertolearnbywriting,actingout,pacingandgestures.精選課件pptModule6第六章GainingAttention吸引注意力精選課件ppt43GainingAttention吸引注意力Objectives目標Identifythe3partsoftheattentionsection.認識吸引注意力的三個部分。Writethe“A”sectionforyourtrainingsessionthisafternoon.在今天下午寫出你的培訓提綱的”A”部分。精選課件ppt44What?Specific具體精選課件ppt45Interest培訓什么？Backgroundoftopic話題背景Finishedexample實例/樣品Storyabouttopic故事(與主題有關的)History歷史Joke笑話Personalexperience個人經驗Somethingtopical一些有關的話題Questions問題精選課件ppt46NeedJobsafety安全Enhancejobsatisfaction提高工作滿意度Enhanceteamspirit增強合作精神Prideinthejob以工作為傲Opportunityforadvancement更好的發(fā)展機會Statuswithinthehotel在酒店中的地位Reward/recognition獎勵/贊揚Confidence,professionalism,proficiency自信、專業(yè)、熟練精選課件pptModule7第七章Breakdown分步講解精選課件ppt48Breakdown分步講解Objectives目標:Identifywhatwemeanbysteps,standardsandquestions.通過步驟.標準和問題來確定你要表達的意思Planthe“B”sectionofyourtrainingsessionforthisafternoon.在今天下午寫出你的培訓計劃的”B”部分。精選課件ppt49WhyDoWeBreakdownTheTask?為什么要分步進行？Sothetraineeisclearaboutwhattheyhavetodo.學員會清楚要做什么。Sowedonotmissanythingout.我們不會遺漏內容。Sowetrainonallkeypoints.所有的重點都可涵蓋Sowedonotmakeassumptions.不用做假設Sowethinkthroughourownskillstounlockthesecretswehavesoweareabletotransferthesetoourtrainee.更好的傳遞知識。精選課件ppt50Stages進程Weneedtodeliverourtraininginappropriatestagessoitisattherightlevel.我們需要以適當的步驟來做我們的培訓,以至與他會在一個正確的水平Toomanystagesandthetrainingwillbetooeasy.步驟越多,培訓越簡單Toofewstagesandthetraineewillbecomeoverloadedandforget.步驟越少,培訓會變的越有負擔甚至被遺忘精選課件pptModule8第八章Questions問題精選課件ppt52Questions問題Objectives目標:Identifythetypesofquestionsyoushouldask.認識問題的種類。Establishthenumberofquestionsyouneedinyoursession.設定你培訓中所需要的問題。Knowhowtohandleanswers.學會如何處理問題。精選課件ppt53WhyDoWeAskQuestions?為什么要問問題？Keepsthetraineeinterestedandinvolved.使學員感興趣和融入其中。Helpsthetraineelearn.幫助學員學習。Makesthetraineethinkforthemselves.使學員思考。Aidesretentionofinformation.有助于接受信息Checksrecallandunderstanding.檢查記憶和理解。精選課件ppt54TypesOfQuestions問題類型Open開放式5個W,1個HWho誰What什么When何時Where何地How如何Why為什么

Closed封閉式問題Gaincommitment取得承諾/承認精選課件ppt55WinningWaysDotherightthing/做對的事Showwecare/體現關愛Aimhigher/追求卓越Celebratedifference/求同存異Workbettertogether/協作共贏精選課件pptModule9第九章Check檢查精選課件ppt57Check檢查Objectives目標:Establishwhyitisimportanttochecktheeffectivenessofourtraining.認識為什么檢查培訓的效果很重要。Completethe“C”sectionofourtrainingsession.完成你的培訓的”C”部分。精選課件ppt58BenefitsOfChecking檢查的益處Ensuresthatwehaveachievedourobjectivesastrainers.確定我們達到了培訓目的。Ensuresthatthetraineeisconfidentinapplyingthenewskills.確定學員是否可以自信的應用新技能。精選課件ppt59VerbalCheck口頭檢查Thisisthefirstcheck.最初的檢查。Ensuretraineeunderstandsbeforeputtingnewskillsintopractice.確認學員在實際操作的前理解學到的新技能。Useopenquestionstocheck.使用開放式問題進行檢查。精選課件ppt60PracticalCheck操作檢查Yourobjectiveisthatthetraineesshouldbeabletocompletethetaskyoutaughtthem.你的目的是學員可以按照你所教的內容完成實踐任務。The“Whole”taskshouldbecompletedbythetraineeinfrontofthetrainerwithoutanyaides.學員應在沒有任何提示和幫助的前提下,當面完成所有實踐的任務。精選課件pptModule10第十章CorrectiveCoaching糾正指導精選課件ppt62CorrectiveCoaching糾正指導Objectives目標:Recognisestandardsandwhytheyfall.確認標準和為什么他們不符合標準。 Establishthedefinitionofcorrectivecoaching.確定糾正指導的定義。Identifytheskillsandqualitiesofagoodcoach.好的糾正執(zhí)導的技巧和質量。Establishtheprinciplesofcorrectivecoaching.確定糾正指導的原則。Providespecificandconstructivefeedbackwhenresultsarenotuptoexpectations.當不符合期望值時給予詳細的說明和建設性的意見。精選課件ppt63Whymightanemployee’sperformancefallbelowstandard?為什么員工的表現會達不到標準？Traineehasforgotten.忘了。Cuttingcorners.為了省事。Usingwrongequipment/materials/ingredients.使用了錯誤的設備/材料Broken/missingequipment.設備損壞/缺失Lapseinconcentration.注意力不集中Inadequateperformanceinthefirstplace.第一次不適應。Sickness.生病。Tiredness.疲憊。Shortstaffing.缺人手。Poorsupervision.缺乏管理。精選課件ppt64WhatIsCorrectiveCoaching?什么是糾正指導？Demonstrating,explainingorquestioningtoremindanindividualofthecorrectwaytoundertakeatask.通過示范、解釋或提問來提醒使之按照正確的方法完成任務。精選課件ppt65TheFeedbackSandwich反饋三明治Identifythefault指出錯誤Followup跟進Praise表揚EncouragecorrectStandard鼓勵精選課件ppt66HowCanWeDemonstrateOurCoreValues?如何示范我們的核心價值觀Ensuringthatyouarespendingsufficienttimewiththetrainee.確保你對學員花出了足夠的時間。Takingthemawayfromotherteammemberstocorrecttheirperformance.如果要糾正他們的行為,請將他們帶出團隊單獨進行(不要在隊員面前糾正他的行為)Beingpatientandunderstandingiftheydon’tgraspthetaskstraightaway.如果學員不能馬上掌握,要有耐心和善于諒解。精選課件pptSecondPracticalSession第二次練習精選課件pptModule11第十一章TrainingSystemsAndResources培訓系統(tǒng)和資源精選課件ppt69TrainingSystemsAndResources培訓系統(tǒng)和資源Objectives目標:Identifythetrainingsystemsandresourcesinourhotel.認識酒店的培訓系統(tǒng)和資源。ConsiderotherissuesthattheWorkplaceTrainermayneedtotakeintoaccount.考慮在工作場所可能會發(fā)生的其他問題。Understandthesysteminplaceforreviewingperformance.了解培訓系統(tǒng)在適當的地點回顧表現。Understandourstandardoperatingprocedures.了解我們的服務操作標準。Supportyourteammembersinbuildingdepartmentaltraining&developmentplans幫助支持你的隊員塑造部門培訓和發(fā)展計劃精選課件ppt70WhatIsYourRoleInOnBoarding?參與培訓時你的角色和職能Providinginitialtrainingplanfornewemployees.向新員工提供最初的培訓計劃。TrainingnewemployeesthroughtheWorkplaceTra