TTT培训完整ppt课件

TrainINGTheTrainer培训培训师,Attendance出席Punctuality准时Break课件休息Messages留言Questions提问Listenandlearnfromothers聆听与学习他人Participateandtakenotes参与互动并做笔记,GroundRules培训的约定,Learnbydoing在练习中学习Trynewthingsandcompletetasks尝试新事物并完成任务Helpandevaluateeachother帮助与评估他人Acceptfeedback接受反馈Parkinglot停车位Havefunshowpositiveenergy开心-展现正能量,GroundRules培训的约定,Module1:Conductingone-on-onetraining模块一：开展一对一的培训Module2:Conductinggrouptraining模块二：开展多人培训,OverviewofTTTSeriesTTT培训系列概述,Session1Becominganeffectivetrainer第一章：成为一名有效的培训员Session2Principlesoflearning第二章：学习的原则Session3Preparingtotrain第三章：培训前的准备Session4Conductingskillstraining第四章：开展技能培训Session5Conductingknowledgetraining第五章：开展知识培训Session6Departmenttraining第六章：部门培训,CourseOutline课程纲要,Session1Becominganeffectivetrainer第一章：成为一名有效的培训员-Welcomeandcourseintroduction欢迎及课程介绍-participantintroduction学员自我介绍-definitionoftraining培训的定义-benefitsoftraining培训的益处-characteristicsofaneffectivetrainer一名有效的培训员应具备的特征-targetaudience目标听众-causesofpoorperformance表现不佳的原因,CourseOutline-Day1课程纲要-第一天,Session2Principlesoflearning第二章：学习的原则-threetypesoflearners三种类型的学员-experienceandlearning经验和学习-twokindsoftraining两类培训Session3Preparingtotraining第三章：培训前的准备-planningfortraining培训计划-threelevelsofinformation三种层次的信息,CourseOutline-Day1（Continue）课程纲要-第一天（续）,Session4:Conductingskillstraining第四章：开展技能培训-ABCmethodABC方法-demonstrationofABCABC方法示范-trainingobjectives培训目的-correctivefeedback纠正的反馈-speakinganxiety演讲的忧虑-skillstrainingpresentationassignment技能培训任务分配-summaryreview总结,CourseOutline-Day1（Continue）课程纲要-第一天（续）,CourseOutline-Day2课程纲要-第二天,Session4:Conductingskillstraining第四章：开展技能培训-Presentationpracticeforskillstraining技能培训的实践练习,Session5Conductingknowledgetraining第五章：开展知识培训-AICmethodAIC方法-demonstrationofAICmethodAIC方法展示-trainingtools培训工具-knowledgetrainingpresentationassignment知识培训任务分配,CourseOutline-Day2（Continue）课程纲要-第二天（续）,Session5Conductingknowledgetraining第五章：开展知识培训-Presentationpracticeforknowledgetraining知识培训的实践练习Session6Departmenttraining第六章：部门培训-administrationofdepartmentalskillsandknowledgetraining执行部门的技能和知识培训-summaryreviewandconclusion概要和总结,CourseOutline-Day3课程纲要-第三天,Welcomeandcourseintroduction欢迎及课程介绍,Bytheendofthismodule,participantswillbeableto：在本课程结束时，学员将能够：-Conducteffectiveon-the-jobtrainingsessionsinbothskillsandknowledgeforonetosmallgroup给小组成员举办有效的技能和知识在岗位培训课程-Describethecharacteristicsofaneffectivetrainer描述一名有效的培训员所应具备的特征-Applytheprincipleoflearningtotraining把学习的原则运用在培训当中-Givefeedbackforrecognitionandimprovementinapositivemanner以积极的态度来给予正面和如何改善的反馈-Organize,administerandconductdepartmentalon-the-jobtraining组织、管理并开展部门在岗培训,Name姓名Position职位BestTraining最好的培训经历WorstTraining最坏的培训经历,ParticipantIntroduction学员自我介绍,Tobringapersontoadesiredstateorstandardbyinstructionofpractice.通过指令来使一个人达到一个期望的状态或标准。,DefinitionofTraining培训的定义,Aplannedandsystematicefforttomodifyordevelopknowledgeorskillasaresultoftheteachingofpracticalskillsandknowledgethatrelatetospecificusefulcompetenciesforagivenjob.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。,DefinitionofTraining培训的定义,One-on-OneTraining一对一培训Trainertrainsindividualemployeeseitheronoroffthejob.培训员逐一对员工进行在岗培训或岗外培训。GroupTraining多人培训Trainerconductsgrouptrainingforanumberofemployeesatthesametimenormallyinaclassroomsetting.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。,TypesofTraining培训的类型,One-the-JobTraining在岗培训Trainingisconductedattheactualworkplacemosteffectiveforone-on-onetraining.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-Jobtraining脱岗培训Trainingisconductedawayfromactualworkplace,ofteninameetingortrainingroom.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。,TypesofTraining培训的类型,Trainer/management培训员/管理层Trainee/associate学员/员工Property/company酒店/公司Guest客人,BenefitsofTraining培训的益处,Whobenefitsfromtraining?谁从培训中收益？,Whatarethebenefit?益处是什么？,-Trainer/management培训员/管理层,Whatsitforme?(W.I.F.M),Increasedtimeforothertask(e.g.lessneedtocorrectmistakes)有更多的时间做其他事（如花更少时间来纠正错误）Increasedresponsibility可负责更多事Improvedskills/knowledgeofthetopicsthattheyaretraining提升自己的知识和技能Increasedcareerpotential增加工作潜能Improvedrapport/relationshipwithassociates(e.g.increasedtrustandrespect)提高与学员的关系Decreasedturnover减少失误Increasedsales增加销售,-Benefitstotrainee/associate:对学员/员工的益处Increasedself-confidence增加自信Increasedmotivation提高积极性Increasedproductivity提高生产率Improvedmorale提高士气Increasedreadinessforpromotion增加晋升机会Increasedworksafety提高工作安全性Decreasedstressandtension降低工作压力Increasedperformance提升技能Increasedsales增加销售量Increasedcommissionsorbonuses增加奖金,-Benefitstoproperty/company:对酒店/公司的益处：Improvedconsistencyofworkstandards提升工作标准的一致性Increasedproductivity提高生产率Increasedassociateperformance提升员工整体的技能Decreasedcosts降低成本Increasedworksafety提高工作的安全性Enhancedbrandvalue加强品牌价值Increasedguestsatisfaction提升顾客满意度Increasedguestretentionandloyalty提高顾客忠诚度Increasedassociateretention提高员工的忠诚度Increasedattractivenesstofutureassociates增加潜在员工的吸引力Increasedsales增加酒店的销售,-Benefitstoguest:对客人的益处：Increasedqualityofproducts享受高质量的产品Increasedqualityofservices享受高质量的服务,Service-ProfitChain服务利润链Whobenefitsfromtraining?谁从培训中获益？,LearningCurve学习曲线,BenefitofstructuredOne-on-OneTraining结构化一对一培训的益处,Activity讨论,EffectiveVS.IneffectiveTraining有效的培训VS无效的培训,Lackoftime缺乏时间Conflictingoperationaldemands和经营运作冲突Limitedmanagementsupport管理者不支持Poortraineeattitude学员态度差Unsuitabletrainingvenue不适宜的培训场地,BarrierstoTraining培训的障碍,ViciousCycle恶性循环,Desiretoteach有教授的欲望Knowledgeable知识渊博Abilitytoconveyunderstanding优秀的表达能力Patient有耐心Asenseofhumor有幽默感Commitment全心投入Respectfromtrainee受到学员尊重,7CharacteristicsofanEffectiveTrainer有效培训师应具备的7个特征,1.Appearingunprepared看起来没有做好充分的准备2.Improperhandlingofquestion对问题处理不当3.Apologizingforselfororganization对自己或公司没有信心4.Unfamiliarwithknowledgeinformation对可知的信息不熟悉5.UnprofessionaluseofAVequipment对视听器材的使用不专业,TheEffectiveTrainer10DeadlySins有效培训师-十条致命的弱点,6.Seemingtobeoffschedule不能遵循培训计划7.Failingtoinvolveparticipants不能有效的带动学员8.Notestablishingrapportwithparticipants不能与学员建立融洽的关系9.Appearingdisorganized表现得混乱、没有组织性10.Notestablishingapositiveimage不能建立积极的形象,TheEffectiveTrainer10DeadlySins有效培训师-十条致命的弱点,GGettoknowyouraudience了解你的学员RResearchplanandprepare预先做好调查计划和准备EEnsureorganization确保有组织性AAlwayspractice不断的练习TTaketimetorelax有时间放松和休息,Whatcanwedoavoidthesepitfalls?我们能怎么做来避免这种陷阱？,5StepstobecomingaGREATtrainer:成为一名优秀的培训员的五个步骤：,SupervisorsroleIntraining管理者在培训中的角色,CaseStudy案例学习,Whoisresponsibleforcausingtheguestcomplaint?谁该为这个客人的投诉负责？,whatwaseffective?哪些是有效的？whatwasineffective?哪些是无效的？Whatmorecouldbedone?还有哪些需要做的？,CaseStudyDiscussion案例学习讨论,Newassociates新员工Promoted晋升Hi-Potential高潜质Transferred调动Newtask/assignedtodifferenttask新任务Performanceproblem有问题,TargetAudience目标听众,Whototrain?谁要接受培训？,Exercise:“ToTrainorNottoTrain?”练习：需要或不需要培训？,CauseofPoorPerformance表现不佳的原因,AAttitude态度S-Stoppers/Skills困难/技能KKnowledge知识,CauseofPoorPerformance表现不佳的原因,ASKPrincipleASK原则,Recap回顾,Session1Becominganeffectivetrainer第一章：成为一名有效的培训员-Welcomeandcourseintroduction欢迎及课程介绍-participantintroduction学员自我介绍-definitionoftraining培训的定义-benefitsoftraining培训的益处-characteristicsofaneffectivetrainer一名有效的培训员应具备的特征-targetaudience目标听众-causesofpoorperformance表现不佳的原因,Session1Becominganeffectivetrainer第一章：成为一名有效的培训员Session2Principlesoflearning第二章：学习的原则Session3Preparingtotrain第三章：培训前的准备Session4Conductingskillstraining第四章：开展技能培训Session5Conductingknowledgetraining第五章：开展知识培训Session6Departmenttraining第六章：部门培训,CourseOutline课程纲要,Session2Principlesoflearning第二章：学习的原则-threetypesoflearners三种类型的学员-experienceandlearning经验和学习-twokindsoftraining两类培训,CourseOutline课程纲要,Selfassessment自我评估Questionnaire问卷,HowDoYouLearnBest?你最好的学习方式是什么？,Theytendtothinkinpicturesandlearnbestfromvisualdisplaysincludingdiagrams.Slidespresentations.Videosflipchartsandhandout.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。Duringtraining,visuallearnersoftenprefertotakenotestoabsorbtheinformation.在培训中，视觉型学习者通常喜欢记笔记来记住信息。,VisualLearner视觉学习型,Auditorylearnersinterprettheunderlyingmeaningsofspeechthroughlisteningtotoneofvoice,pitch,speedandothernuances.Writteninformationmayhavelittlemeaninguntilitisheard.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。,AuditoryLearner听觉型学习者,Theylearnbestthroughverballectures,discussions,talkingthingsthroughandlisteningtowhatothershavetosay.口头演讲、讨论、谈论与听别人所讲使他们的学习更有效。,Theselearnersoftenbenefitfromreadingtextaboutandusingataperecorder.这些学习者往往受益于阅读文本和使用录音机。,。,Theylearnbestthroughahands-onapproach,activelyexploringthephysicalworldaroundthem.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,Kinestheticlearnersmayfindithardtositstillforlongperiodsandmaybecomedistractedbytheirneedforactivelyandexploration.触觉型学习者很难长时间坐着，他们很容易分心。,LearningEngageallies使用道具，寻找同盟AAskquestions提问KKinesthetic活动EEnjoy享受RRelax放松,SpeakingAnxiety演讲的忧虑,Guideline指导原则Rules角色:PairingofTrainerandTrainee一对培训员和学员Restoftheparticipantswillbeobservers.剩下的学员是观察员Bothtrainerandtraineeshouldactasifthetrainingwerereal.培训员和学员都要把培训当作真实的场景来演练,SkillsTrainingPresentationAssignment技能培训任务分配,Guideline指导原则Presentation任务:SelectataskfromTrainingFile.从培训档案中选择一个任务Preparefollowingitemsonflipchart在教学纸架上写下一下内容-Tasktittle,rangeandobjective任务的主题、范围和目的FollowtheABCmethodclosely严格遵循ABC方法Selectasimpletask选择一个简单的任务Demonstrateuseofthefeedbackmodel使用反馈的模式Actualequipmentandpropsmustbeused必须使用真实的设备和道具,SkillsTrainingPresentationAssignment技能培训任务分配,Guideline指导原则Duration时间:15minutesmaximumpresentationtime整个任务展示不超过15分钟Limitfirst2steps(AttractattentionandBreakdownoftask)to12minutes将前2个步骤（“吸引注意力”和“任务分解”）控制在12分钟内LimitStep3(ContinuedCoaching)to3minutes将第三个步骤（继续辅导）控制在3分钟内,SkillsTrainingPresentationAssignment技能培训任务分配,PossibleTopics可以的主题Tablesettingfortwo布置2人的餐桌breakfasttrayset-up早餐托盘的摆放Takingabeverageorder酒水点单Presentingbilltoguest给客人展示啤酒Airportpickupservice接机服务Takingareservation做一个预定FITCheck-in散客入住Makingabed做一张床FirstAid紧急救护,SkillsTrainingPresentationAssignment技能培训任务分配,SummaryReview总结回顾,Session1Becominganeffectivetrainer第一章：成为一名有效的培训员-Welcomeandcourseintroduction欢迎及课程介绍-participantintroduction学员自我介绍-definitionoftraining培训的定义-benefitsoftraining培训的益处-characteristicsofaneffectivetrainer一名有效的培训员应具备的特征-targetaudience目标听众-causesofpoorperformance表现不佳的原因,SummaryReview总结回顾,Session2Principlesoflearning第二章：学习的原则-threetypesoflearners三种类型的学员-experienceandlearning经验和学习-twokindsoftraining两类培训Session3Preparingtotraining第三章：培训前的准备-planningfortraining培训计划-threelevelsofinformation三种层次的信息,Session4:Conductingskillstraining第四章：开展技能培训-ABCmethodABC方法-demonstrationofABCABC方法示范-trainingobjectives培训目的-correctivefeedback纠正的反馈-speakinganxiety演讲的忧虑-skillstrainingpresentationassignment技能培训任务分配-summaryreview总结,SummaryReview总结回顾,Day2第二天,CourseOutline课程纲要,Session4:Conductingskillstraining第四章：开展技能培训-Presentationpracticeforskillstraining技能培训的实践练习,RolesofObservers观察者的角色Givefullattentiontoobservingthetraining,learningfromwhatworkswellandwhatdoesnot用心观察整个培训，从好的方面以及需要改进的方面中学习Observewhatwentwell观察好的方面Observewhatcanbeimproved观察需要改进的方面Mustprovideboth“positivefeedback”and“correctivefeedback”必须同时给出“积极的反馈”和“纠正的反馈”Recordobservationsusingthefeedbackform使用反馈表记录观察的情况Goodnewsfirst.先提好的方面。,FeedbackGuidelines反馈的指导原则,OrderofFeedback反馈的顺序1.Trainer培训员2.Trainee学员3.Observers观察者4.Facilitator督导师5.Trainer(ifappropriate)教练（如果有）,FeedbackGuidelines反馈的指导原则,Session1Becominganeffectivetrainer第一章：成为一名有效的培训员Session2Principlesoflearning第二章：学习的原则Session3Preparingtotrain第三章：培训前的准备Session4Conductingskillstraining第四章：开展技能培训Session5Conductingknowledgetraining第五章：开展知识培训Session6Departmenttraining第六章：部门培训,CourseOutline课程纲要,Session5Conductingknowledgetraining第五章：开展知识培训-AICmethodAIC方法-demonstrationofAICmethodAIC方法展示-trainingtools培训工具-knowledgetrainingpresentationassignment知识培训任务分配,CourseOutline课程纲要,AAttractattention吸引注意力IInformcontent告知内容CConsolidateLearning巩固学习,ConductingKnowledgeTraining开展知识培训,AICMethodAIC方法,Attractattention吸引注意力,IInterest兴趣NNeed需求TTopic主题RRange范围OObjective目的,.Includesuitabledetails包含适当的细节-meettrainingobjective满足培训目的-emphasizethemustknowknowledge强调必须知道的内容.Followalogicalorder按照逻辑顺序进行-relatetobigpicture与大画面相联系-presentcontentindigestiblechunks把内容分成易吸收的部分讲解,AICMethodAIC方法,InformMethod告知内容,.Askfrequentquestions频繁的提问-stimulatethinking促进思考-encourageparticipation鼓励学员参与.Usetrainingtools使用培训教具-stimulatesensestoenhancelearning刺激感官已达更好的学习效果.Invitequestionsandcheckunderstanding征求问题并检查学员的理解程度,AICMethodAIC方法,InformMethod告知内容,.Reviewkeylearningpoints回顾学习要点.Checkunderstanding检验理解程度.Providesupportmaterials提供必要的信息资料.Invitequestions征求问题.Offersupportandconnecttothenexttraining提供支持并引出下节培训,AICMethodAIC方法,Consolidatelearning巩固学习,DemonstrationofAICTrainingMethodAIC培训方法的演示,Whydoweuseaudiovisualtools为什么我们用视听教具Addinterest增加趣味性Providevariety提供多样化Helptofocusattention帮助集中注意力Assistinmemorization帮助记忆,TrainingTools培训教具,Learning&Retention学习与记忆,Guidelinesforaudiovisualtools使用视听教具的指导原则Accurate精确的Attractive有吸引力Simple简单的Relevant有关联性的,TrainingTools培训教具,Flipchart教学纸架Advantages优点：Adaptable灵活Easytouse简易使用Transportable可移动Easilydisplayed方便展示Inexpensiveandnopowerrequired便宜、不需要电源Retainedforreference可保留用于强调或阐明Colorful色彩鲜艳Buildaudienceparticipation可以使学员共同参与,TrainingTools培训教具,Flipchart教学纸架Keypoints要点：Settheheightandposition设定合适的高度和位置Plentyofsparepaperandmarkers有充足的备用白纸和标记笔Maximumof6lines,6wordsperline使用6*6的规格Minimum2colorsperchart,usestrongcolors每页知识使用两种颜色Revealonlywhenready选择适当的时间展示,TrainingTools培训教具,Flipchart教学纸架Keypoints要点：Blanksheetcoverpreparedones用空白页遮住每一页已经写好的内容Pencilkeywords用铅笔注解方便自己参考Checkreadability书写清晰Facethegroup,butnottheflipchartwhenyouaretalking讲课时要面对听众，而非纸架,TrainingTools培训教具,Whiteboard白板Advantages优点Goodforpointsreferredtoonceonly对于只需要说明一次的要点比较方便Entriescanbeerased写过的内容能够完全擦干净Lowcost成本低Magnetic大多数白板是有磁性的,TrainingTools培训教具,Whiteboard白板Keypoints要点：Cleanandsimple保持内容整洁、简单Eraseunwantedinformation及时擦掉多余的信息Usethicknon-permanentmarkers使用可涂抹的粗标记笔Lotsofcolorsexceptreflectivecolors使用多种颜色,TrainingTools培训教具,Handouts讲义Advantages优点Memoryjogger记忆唤起手册Additionalreadingmaterial培训课上没有时间阅读的额外的阅读资料Showyouareprepared证明培训员是有所准备的Improveparticipationandenhanceretention加强学员的参与并容易增强记忆Provideclearinstructionsandsavetime给出清晰的指示并节省口头解释时间,TrainingTools培训教具,Handouts讲义Keypoints要点Matchtoparticipants内容复杂度和词汇要与参加课程的学员相符Handoutsmatchtopresentation确保讲义的内容与课程内容相符Givenoutonlywhenrequired需要时才发个学员Ensureproperpresentation确保外观恰当Noerrorsallowed不能有错误Prepareenoughcopies要准备足够的份数,TrainingTools培训教具,LCDProjector液晶显示投影仪Advantages优点Suitableforgroupof5-25适合5-25人的小组Allowablackoutscreen可以转换成空白的屏幕Revealpointsoneatatimeandmaintaineyecontact可以在适当的时候引出观点，并能同时保持目光接触Widerangeofcolorsandstyles可以使用多种颜色和风格Enablepresentertofacetheparticipant讲师能够使用面对参加者,TrainingTools培训教具,LCDProjector液晶显示投影仪Keypoints要点：Keeptheprojectorlensandscreenclean保证投影仪镜头和屏幕的清洁Positiontheprojectorproperty在培训开始前摆放在适当的位置Uselaserpointer使用激光笔Bemindfultoblockthevisuals切忌挡住投影,TrainingTools培训教具,LCDProjector液晶显示投影仪Keypoints要点：Ensureuniformstyleforallslides确保所有的幻灯片都使用统一的风格Displaykeypointsonly只显示要点Besuretousealargeenoughfontsize确保使用足够大的字体Usebulletpoints,chartsandgraphs使用项目符号、图标和曲线图,TrainingTools培训教具,Guideline指导原则Roles角色1TrainerandasmallgroupofTrainee一位培训员搭配小组学员Restoftheparticipantswillbeobservers.剩下的学员是观察者Bothtrainerandtrainee(s)shouldactasifthetrainingwerereal.培训员和学员都要把培训当作真实的场景来演练,KnowledgeTrainingPresentationAssignment知识培训任务分配,KnowledgeTrainingPresentationAssignment知识培训任务分配,Guideline指导原则Presentation任务:SelectataskfromTrainingFile.从培训档案中选择一个任务Preparefollowingitemsonflipchart在教学纸架上写下一下内容-Tasktittle,rangeandobjective任务的主题、范围和目的FollowtheAICmethodclosely严格遵循AIC方法Suitabletrainingtoolsmustbeused必须使用适当的培训教具,Guideline指导原则Duration时间10minutesmaximumpresentationtime整个任务展示不超过10分钟PresentStep2(InformContent)for5-7minutes将第二个步骤（告知内容）控制在5-7分钟内,KnowledgeTrainingPresentationAssignment知识培训任务分配,PossibleTopics可以的主题Inductionfornewtrainee介绍一个新学员Housekeepingproductknowledge客房产品知识Handlingguestcomplaints处理客人投诉Hotelpolicyandprocedures酒店政策与程序Jobdescription岗位职责描述,KnowledgeTrainingPresentationAssignment知识培训任务分配,RolesofObservers观察者的角色Givefullattentiontoobservingthetraining,learningfromwhatworkswellandwhatdoesnot用心观察整个培训，从好的方面以及需要改进的方面中学习Observewhatwentwell观察好的方面Observewhatcanbeimproved观察需要改进的方面Mustprovideboth“positivefeedback”and“correctivefeedback”必须同时给出“积极的反馈”和“纠正的反馈”Recordobservationsusingthefeedbackform使用反馈表记录观察的情况Goodnewsfirst.先提好的方面。,FeedbackGuidelines反馈的指导原则,Session1Becominganeffectivetrainer第一章：成为一名有效的培训员Session2Principlesoflearning第二章：学习的原则Session3Preparingtotrain第三章：培训前的准备Session4Conductingskillstraining第四章：开展技能培训Session5Conductingknowledgetraining第五章：开展知识培训Session6Departmenttraining第六章：部门培训,CourseOutline课程纲要,Session5Conductingknowledgetraining第五章：开展知识培训-Presentationpracticeforknowledgetraining知识培训的实践练习Session6Departmenttraining第六章：部门培训-administrationofdepartmental