喜达屋TSW培训课程课件

1、WELCOME TOT.S.W.培训技巧实践课W.I.F.M?Whats in it for me ?我能从中获得什么？ 培 训 技 巧 课 程 的 目 标OBJECTIVES FOR TSW 发展培训的领导才能Develop training leadership 有效的演讲技巧 Demonstrate Effective Presentations 促进发展 - Promote Growth 提高自信心 - Increase self confidence培 训 技 巧 课 程 的 目 标OBJECTIVES FOR TSW 在部门里建立喜达屋培训系统Establish a standar

2、d training system 有效地使用培训活动纲要Use Training Activity Outline effectively 准备和使用影像器材Prepare & present AV material演示：Presentation #1 自 我 介 绍 Self Introduction Tone of Voice 培 训 技 巧 课 程 的 课 题TSW SUBJECTS 培训的领导能力Training Leadership 培训的准备工作Preparing for training 喜达屋培训系统Starwood Training System 培训演讲Training

3、Presentation 进行评估Conducting critiques 成年人如何学习How adults learn 知识和技巧培训Knowledge & Skill Training 如何使用影像器材How to use AV equipment培 训 技 巧 课 程 的 课 题TSW SUBJECTS 获得积极参与 Gaining activity participation 一对一培训One on one training 熟悉培训活动纲要Personalizing a T.A.O. 认证并奖励员工Certification process 课程知识测试 TSW knowledge

4、 test 运用你的培训技巧 Applying Training Skills 培训技巧课程总结 TSW summary METHODS USED FOR TRAINING培训方式Lectures讲座Discussions讨论Exercises活动Practice练习Brain Storming 集思广益GUIDELINES FOR TSWTSW 课程要遵循的原则准时Be on time听，说Listen & Say ideas提问题Ask questions完成任务Do homework相互评估Critique each other尝试新东西Try new things相互帮助Help ea

5、ch other接受反馈意见Accept feedbackCreating the Training Climate创造培训环境Physical Climate物理环境Social Climate 心理环境学习的物理环境A physical climate for learningAdequate physical space 足够的空间Comfort, cleanliness 舒适与干净的环境Needed equipment available 拥有所需的设备Without Distractions 没有干扰Space & Trainer ready on schedule 空间与训导师都能

6、按事先日程安排就位 学习的心理环境A social climate for learning 期望能够达到预先设定的标准Expect that standards will be met 将培训建立成日常营运的一部分Establish training as a part of the operational flow in your area 预计客人、组织以及员工的需求Anticipate needs of the guests, organization and your employees 容许犯错误 Allow “mistakes” 鼓励创新 Encourage risk takin

7、g and creativity among staff 适当地下放权力 Disperse authority at appropriate levels CRITERIA FOR TRAINERS评判培训者的标准THE Things You would look for in a Trainer怎样才是一个好的培训者？Grooming 仪容仪表Rapport with Group 融洽气氛Voice-Volume & Tone 语音语调Self Confidence 自我信心Posture & Gesture 姿势仪态Style 培训风格Poise(grace under Pressure)

8、控场能力Content of Message 培训内容Preparedness 准备情况Energy Level 动量能力Organization 组织条理Knowledgeable 知识丰富Body Language身体语言演示：Presentation #21分钟演讲 1 Minute Presentation Eye ContactWhat difference did you feel about the 2 presentations?你对两次展示的感觉有什么不同？Training is Important in Our Hotel培训给酒店带来的好处是 .Effective Tra

9、ining ProvidesConsistency of Service保持一贯的服务水准Develop Employee Skills提高员工技能Guest Satisfaction增加客人满意程度Long Term benefits of Higher Revenues, lower costs thru improved Service通过提高员工服务以增加酒店收入，减少成本Training takes Time培训花费时间，但And what do you get.培训使你Experience a new aspect of leadership.体验领导才能的新的一面Strength

10、en your team. 加强你的队伍Learn about your assoc. needs and strengths. 了解员工的需要和优势Proactive role not reactive. 积极预防而非消极应对问题Expand your own skill level.增强自身技能水平主管在培训中的角色Supervisors role in Training1.观察Observe2. 计划 Plan3. 激励员工 Motivate4. 解决问题 Solve5. 培训 Training6. 承认，认可 CertifySupervisors role in training主管在

11、培训中的角色Motivate 激励Offer W.I.F.M 提供好处Explain reasons解释原因Give Recognition给予认可Identify challenges挑战员工Give responsibility给予责任Solve problems 解决问题Remove obstacles to training 排除培训障碍Listen & respond to employees feedback倾听员工反馈并给予回应Distinguish between operational & training problems区分经营和培训问题Supervisors role

12、in training主管在培训中的角色Train 培训Increase skills 增加技能Enhance ability 扩展能力Increase self confidence增加自信心Increase Job Satisfaction增加工作满意程度Build Loyalty 提高忠诚度Maintain Consistency保持一贯性Certificate 认可Keep interest & challenged保持兴趣和挑战性Ensure proficiency of standards确保标准有效执行Track & Recognize progress追踪与认可进展过程Intr

13、oduction To Planning培训的计划和准备VIDEO Presentation录像演示 PLANNING & PREPARATION培训的计划和准备Taking time to plan and prepare is necessary for succesful training成功的培训需要充足的准备 TWO GROUPS 小组讨论Group OneWhy are planning and preparation important为什么计划和准备很重要？Group Two What must be done to prepare? 需要做哪些准备？Why are Plann

14、ing and Preparation important?为什么计划和准备很重要？Make training cost effective使培训更有价值Give maximum learning opportunity给予最多的学习机会Increase trainer self confidence增加培训者的自信心More interest for group 增加学员的兴趣Create good work habits 培养良好的工作习惯Set Objectives 确定明确的目标 明确培训的问题 Identify the training problem 观察 observe 分析 a

15、nalyze 回顾标准 Review the standard (s) 选择合适的培训活动纲要 Choose the appropriate Training Activity Outline 准备的内容What to Plan安排培训时间和地点 - 通知员工Schedule time & place Notify Employees准备材料 Prepare materials修改培训活动纲要 Adapt T.A.O.准备分发资料 Handouts调试设备 Equipment安排场地 Space准备的内容What to PlanStarwood Training System喜达屋培训系统Th

16、e Starwood Training System喜达屋培训系统4 Key Documents 四个主要文件New Associate Training Profile / Certification(NATPC)新员工培训档案/证书Standards &procedures(S&P)标准与程序Training Activity Outline(T.A.O.)培训活动纲要Job Description(JD)职责描述Why is Starwood Training Philosophy and System effective?为什么喜达屋培训哲学和系统有效？Develops manager

17、ial skills. 发展管理技巧Makes the training property-specific and responsive to cultural differences. 使培训切合本酒店的需要并适应文化的差异Personalizes the ongoing training effort. 使培训具有个性化Enforces standardization with a safe amount of flexibility. 在加强标准化的同时不失灵活性Builds a mentorship program. 建立导师制度 工作职责 Job DescriptionPhone

18、OperatorResponsibilities:1.2.3.4. Taking and Making Wake-up喜达屋培训流程图Starwood Training System 新员工培训档案及证书 (NATP/C)Tasks:1.2.Wake up calls3.标准和程序(S&P)Task: Wake-up CallsStandard:Procedures:培训活动纲要 (TAO)Task:Wake-up callsObjective:Standard:1243Job Description工作职责Definition: 定义The general responsibilities

19、and duties of a job category. 某工作的岗位总体责任与任务。Function: 作用Show reporting/supervising relationship. 表现向上汇报与对下监督的关系Indicates qualifications needed. 明确岗位所需的资质Overview duties performed. 概括职责Helpful for personnel functions (recruiting, selecting, transferring and promoting). 帮助人事工作（招聘，选人，调任以及提升）Job Descrip

20、tion工作职责N.A.T.P/.C.1N.A.T.P/.C.2New Employee Training Profile / Certification (NATP/C)新员工培训档案及证书 (NATP/C)Definition 定义List of tasks by job category. 按照工作岗位排列的任务列表Function: 作用：check list to record all duties and training completed. 检查和记录所有职责和培训完成情况manager / employee sign-off. 经理/员工签名guideline for mut

21、ual understanding between manager and employee about what training must take place. 为经理和员工对要培训的内容形成共识提供指导意见Certification Philosophy认证哲学Allows employees and supervisors to see rapid growth in job skills initially 让员工和主管都可以看到工作技巧上有快速发展 Leaves room to show movement toward skill mastery 留出余地来展示到达技术精通的距离

22、Provides employees and managers with a current status of skill proficiency 给员工和经理提供当前技术熟练程度的状况Helps supervisors to guide their training efforts to make sure all employees achieve skill mastery. 帮助主管指导他们的培训，确定所有员工熟练掌握技术。 Standard & Procedures标准与程序 标 准 编 写 好 坏 的 判 断 依 据Criteria for a well written stan

23、dard详细描述了要求的结果 Describe required results从客人的角度出发 Written from the customers point of view描述了产品的最终效果 Establish how a product looks必须是可衡量和可达到的 Must be measurable & achievable适合市场状况 Appropriate to market conditions达到客人的期望 Meets guest expectationsSample Standards标准示例在电话铃三声响内接听电话所有登记入住客人将于抵达前台后15分钟内领上客房所

24、有预订信息将在接到预订电话2分钟内完整、准确地输入到电脑里当客人电话送餐服务时，点单的服务员在与客人对话过程中至少称呼两次客人姓名。使用图片也是设立标准的一种方式 程 序 编 写 好 坏 的 判 断 标 准A well written Procedure按逻辑顺序描述一项任务 Describe a task in a logical sequence足够详尽，使没有任何经验的员工都知道如何 完成该项任务 Is detailed enough for the least experienced employee to know how to do the taskTraining Activit

25、y Outline培训活动纲要Is a Form which Guides the Trainer Through each Class 培训者授课指南Is the Trainers Road Map to help you get to your destination 培训者通向目的地的地图Training Activity Outline培训活动纲要HOW/With What 如何做/使用什么设备What讲什么内容1 min2 min3 minHow does a T.A.O. help 培训活动纲要如何提供帮助？Reviews objective of class 回顾课程目的Iden

26、tify preparation needed 明确准备需要Guide for instructor 培训者指南Review of Content 回顾内容Organize thoughts 整理思路Makes class more interesting使课堂气氛活跃Covers all points 覆盖所有要点Promotes self confidence 增强自信心How Adults Learn成年人如何学习马斯洛的人类需求层次Maslows Hierarchy of needsSocial Needs 社会需求Acceptance接受Praise表扬Respect尊重Recogn

27、ition认可Trust信任Friendship友谊Attention关注Belonging归属 进行点评的步骤The critique process让受培训者进行自我评估Allow person to critique self first让同伴第二个进行评估Ask for peer critique second培训者最后一个进行评估Instructor critiques last进行点评的步骤The critique process陈述明确详细 Be specific先评价受培训者做的比较好的Start with comments about what you liked提出可以改进

28、的意见 Offer suggestions for the future将你的建议限制在一定数量内(最多三个)Limit suggestionsWhat is Knowledge Training ?什么是知识培训？Giving Information提供信息Teaching Facts讲述事实Presenting Theory教授理论Figures & Statistic Data数字与统计数据Introduction To Knowledge TrainingVIDEO Presentation知识培训介绍 (录像)4 Elements 知识培训四要素 Introduction 介绍Con

29、tent 内容Test 测试Summary 总结知识培训12341. INTRODUCTION 介绍Topic 题目Self - Introduction 自我介绍Purpose of Class 目的W.I.F.M. 我能从中获得什么？Ice breaker 打破僵局Get Participation 获得参与Establish Current Knowledge 了解学员水平Announce Test 宣布测试2. CONTENT 内容3-5 Key Points MAX (specific & logical)最多35个要点 (明确且具逻辑)Increase participation

30、增加参与Use Audio Visuals 使用声像器材Define Terms 解释术语Build Interest 提高兴趣Reward Questions 鼓励学员3. TEST 测试Test Often 经常测试Either Written or oral 书面或口头Only Important INFO 测试要点4. Summary 总结Review Key Points 回顾要点ADD something new 增加新信息Give handouts for review 分发材料Todays Topics:今天的课题： Review of Day 2 回顾第一天内容 8 min

31、Knowledge training presentation 八分钟知识培训 展示课 Creative use of audio visuals 以创意的方式使用直观教具 Gain Participation 获得积极参与 Skill training 技能培训 Summary of Day 2 总结第二天学习内容CREATIVE USE OF AUDIOVISUALS以创意的方式使用直观教具如果我们把直观教具定义为：任何能够直接或间接地制造声音，产生图象的物品、设备和器材。请问在这间培训教室里有多少种直观教具？?为什么要在培训中使用直观教具？Add interest 增加兴趣Assist

32、in memorization 有助于记忆Provide variety 给予培训多样性与变化Help to focus attention 有助于集中注意力General ideas about using audio & visuals对于使用直观教具的一般注意事项：Avoid overuse of audio visuals 防止滥用Stand to one side: dont block the visual站在一边，不要挡住了图像Display only the key points仅演示关键要点Have extra copies and spare parts available

33、准备额外用具和配件Organize & plan thoroughly 周密组织计划Flipchart使用翻页活板夹Why & How为什么？如何使用？Why use a flip chart?为何要使用翻页活板夹？由浅入深地阐述问题时色彩多样费用低廉使用简单吸引听众注意力建立听众参与实现目标的途径：1、学习2、学习3、学习Techniques for effective use of a Flipchart使用的翻页活板夹的有效方法预先做好准备使用关键词，以大号字清晰书写不同论点分开讨论面对学员，而不是白板每两页之间插入空白页每一页用铅笔注明标题可以伸出两臂悬挂白板纸 投 影 仪 Overh

34、ead ProjectorFor large groups 适合有较多人数的培训Can maintain eye contact 能够保持目光的交流Dramatic, can unveil info. 戏剧性，能够一步步的揭露答案Can add to graphic or take away from it 可以加入图片或将取消当中的图片Reuse a transparency 胶片可以重复使用 使用胶片投影仪的技巧Techniques for overhead Projector上课前，检查各部分零件都工作正常预先调整焦距 使用可擦洗的水笔 站在一旁， 面对学员使用铅笔来强调重点使用大号字体

35、，清晰书写Learning about LCD 学习使用镭射投影仪连接手提电脑时有特殊按键以调出图像:Fn+F8事先调好焦距提前准备，检查线路连接用Powerpoint软件设置不同动画效果可以在幻灯中加入声音效果学员收到一份实际表格，可以对此进行练习给学员一份做为将来参考用价格低廉，易于准备WIFM for Handouts培训资料的好处培训资料 Handouts准备足够的文件份数 根据实际情况做适当调整当需要团体学员朗读或使用时就可以分发下去。比较典型的情况是，在培训开始时分发练习手册而在结束时分发培训资料。这样可以防止培训过程中边听边看资料而分散注意力。商业电影和录相带在挑选商业音像资料之

36、前要仔细预览一遍，考虑以下问题： 1. 该录相带是否能强调你培训的重点内容？ 2. 录相带是否清楚展示了你培训的标准？ 3. 录相带是否生动有趣？ 4. 经济上是否划算？ 5. 这一录相带对当地学员是否恰当？ 总结 Summary人们75%的知识通过视觉获得，13%通过听觉。将视听效果合并可以增强学习的效果。预先准备切忌滥用 Gaining Participation获得积极参与How can trainees actively contribute to the class?学员积极地参与培训的表现有哪些？Asking questions 提问Sharing their experience

37、 分享经验Buzz groups 集思广益Role plays 角色扮演Practicing skills 技巧练习Offering ideas and opinions 给出观点和意见Raising objections 提出反对意见How will you stimulate participation among your associates?你们将如何调动学员的参与积极性呢？Video: Introduction to Skill Training介绍技巧培训录相SKILL TRAINING技巧培训5 Elements of Skill Training技巧培训五大要素Introduction 简介Demonstration by Trainer 培训者演示Practice by Each Trainee 学员练习Critique 点评Summary 总结Introduction 简介Purpose of This Class 这节课的目的Gain Participation 获得参与Check Skill Levels 了解学员掌握程度Refer to Standard 参照标准Confirm Understanding 确认