IHG技能培训认证课件

CraftTrainer'sCertificate

技能培训认证精选课件pptIntroduction导言Whyyouhavebeenselectedtoattendthisprogram?为什么你会被选择来参加这个培训？Whatyouwanttolearnthroughouttheprogramtohelpyoutobeabettertrainer?在这个培训中，你想通过学习哪些知识使你成为一个更优秀的培训员？3.Whattrainingyouwillbeexpectedtocarryoutwhenyoureturntoyourdepartment?当你回到部门后，你将会实施哪些培训？2精选课件pptNeed需求Effectivetrainingskillsareessentialforallsupervisorsandmanagers.着实有效的培训技能是所有主管和经理的必要素质之一。3精选课件pptTheEmployeeLifecycle

员工的职业周期5.Assessment-TrainingandDevelopment:评估-培训和发展DH’swithpotentialtomoveintoGMpositions,willattendassessmentanddevelopmentprograms.有可能成为总经理的部门主管会很留心计划的评估和发展

4.PerformanceManagement:绩效管理Thisistargetedatthosewhomustmanageotheremployees.Theyhavetobecompetentincoaching,discipliningetc.主要针对于那些管理者他们必须有管理和督导等等的能力6.SuccessionPlanning:继任计划Settingandachievinggoalstomoveontothenextstepintheircareer.设置和完成目标从而进行下一步。2.CommunicatingExpectationsToEmployees:

将期望传达给员工Sendouttherightmessagestoallnewemployees.向所有新员工传递正确的信息PreparingTheOrganization组织框架的准备:Ensuringmanagementiscompetentinallaspectsofbringingnewstaffintothehotel.确保通过管理可以很好的使新员工融入酒店3.BuildingCapability–TrainingandDevelopment:塑造能力-培训和发展Byassessingonthejobneedswecanassessfurthertrainingthestaffmayrequire.通过评估工作需求，我们可以评估下一步的培训需求。4精选课件pptRange范围ProgramOutline培训纲要Day1:Introduction导言Benefitsoftraining培训的益处Identifyinglearningneeds识别学习需求Organisingthetrainingcontent组织培训内容Firstpracticesession第一次练习Learningpreferences学习偏好5精选课件pptRange范围ProgramOutline培训纲要Day2:Gainingattention吸引注意力Breakdown分步讲解Questions问题Check检查Secondpracticesession第二次练习Correctivecoaching纠正指导Trainingsystemsandresources培训体系及资源6精选课件pptRange范围ProgramOutline培训纲要Day3:(Optional–maybeconductedbackintheworkplace.可选-或可在实际培训中进行)Thirdpracticesession第三次练习Assessment评估7精选课件pptDomesticsBreaks休息Smoking吸烟Bathrooms洗手间Emergencyprocedures紧急情况Workbooks讲义Feelfreetoutilizetheseinthewaythatsuitsyoubest.

可以适合你的任何方式使用它。Lotsoffun!享受你的培训！8精选课件pptObjectives目标IdentifyTraining&Developmentrequirementsforteammembersinyourdepartment.识别你的团队成员的培训和发展要求。Designandcarryoutashortpieceofon-the-jobtrainingtomeettheseneeds.设计和实施一个简短的培训来迎合这些需求。Evaluatetheeffectivenessofthetraining.评估培训的效果。Developopportunitiestobuildorganizationalcapabilityforthefuture.为将来塑造组织能力创造机会。Coachteammembersinthedevelopmentoftheirskills.指导团队成员发展他们的技能。Carryoutcorrectivecoachingtoensurethestandardsaremaintained.进行纠正指导确保工作标准的实施。Choosetrainingresourcesandsystemstosupportyourdepartment’straining.选择培训资源和系统来支持你们的部门培训。9精选课件pptModule2第二章BenefitsOfTraining培训的益处精选课件pptBenefitsOfTraining培训的益处Objectives目标Establishadefinitionoftraining.确定培训的定义。Explainwhobenefitsfromtrainingandwhatthespecificbenefitsare.解释谁会从培训中得益和得到了哪些益处。Describesomeofthebarriersthatpreventusfromtraining.简述一些阻碍我们进行培训的困难。11精选课件pptWhatIsTraining?什么是培训？Tobringapersontoadesiredstateorstandardthroughinstructionorpractice.通过指导和练习使之达到期望的状态或标准。12精选课件pptWhatTypeOfEmployeesNeedTraining?哪些员工需要培训？Newemployees(OnBoarding).新员工（刚入职）。Transferringtoanotherdepartment(Newknowledge).调至另一部门（新知识）。Promotion(Newknowledge).提升（新知识）。Whenstandardshavedropped(Corrective).无法达到工作标准（纠正）。13精选课件pptWhoBenefitsFromTraining?谁从培训中受益？Trainees/Employees员工Trainers/Supervisors培训员/主管Guest顾客Hotel酒店14精选课件pptWhoBenefitsFromTraining?谁从培训中受益？Trainees/Employees员工Increasedjobsatisfaction.提高工作满意度。Greatersafety.工作安全。Workmoreefficiently.提高效率。Careeradvancement.职业发展。Greaterconfidence.提高自信。15精选课件pptWhoBenefitsFromTraining?谁从培训中受益？Trainer/Supervisor培训员/主管Delegatemoretasks.委派更多的任务。Lesscomplaints.更少的抱怨。Increasesteammorale.提高团队士气。Lesstimespentcheckingonemployees.节省检查员工的时间。16精选课件pptWhoBenefitsFromTraining?谁从培训中受益？Guest客人Efficientservice.高效的服务。Valueformoney.物有所值。Nocauseforcomplaint.没有抱怨的理由。Consistentservice.获得始终如一的服务。17精选课件pptWhoBenefitsFromTraining?谁从培训中受益？Hotel酒店Consistentstandards.始终如一的服务标准。Improvedproductivity.提高生产力。Increasedretention.减少人员流失。Increasedmorale.提高士气。Lesscomplaints.减少抱怨。Increasedrevenue.增加收入。18精选课件pptTeamhavetodomorework大量的工作RecruitnewEmployee招聘新员工BarriersToTraining

培训障碍TheydothingsWrong做错事Newemployeegetsthrownin新员工入职EmployeefeelsDemotivated员工没有动力TeamgetsDemotivated团队没有动力Idon’thavetimetotrain没时间EmployeeLeaves员工离职VICIOUS

CYCLE恶性循环19精选课件pptEmployeeisMotivated员工有动力Managerhasmoretime经理有更多的时间BarriersToTraining培训障碍Employeelearnsnewskills员工学到新技能Newemployeeenjoysrole新员工遵守规则EmployeefeelsValued员工感觉到很受用Employeetakesonextratasks员工接受额外工作Idon’thavetimeNOTtotrain我有足够的培训时间EmployeeworksUnsupervised员工工作无须监督VIRTUOUSCYCLE良性循环20精选课件pptModule3第三章IdentifyingLearningNeeds识别培训需求精选课件pptIdentifyingLearningNeeds确定培训需求Objectives目标Statewhyitisimportanttoidentifylearningneeds.陈述为什么识别学习需求很重要？Describealearningneed.描述学习需求。Identifyhowskills,knowledgeandattitudecontributetothelearningneed.认识到技能、知识和态度如何有助于学习需求Recognisetimeswhentrainingisnottheanswer.当培训不是解决办法的时候要注意分别。DescribetheoverallroleoftheWorkplaceTrainer.描述工作场所培训者的全面职能。22精选课件pptLearning学习Learningistogainknowledgeorskillbystudy,experienceorbeingtaught.指通过研究、体验或被教育而获得知识或技能。Training培训Tobringapersontoadesiredstateorstandardbyinstructionorpractice.通过指导和练习使之达到期望的状态或标准。23精选课件pptTrainingVS

LearningTrainingiswhatyoudoasthetrainer.Learningiswhatthetraineedoes.24精选课件pptActualPerformance实际表现DesiredPerformance期望表现WhatIsALearningNeed?什么是学习需求？LearningNeed学习需求25精选课件pptSkills技能Knowledge知识WhatIsCompetency?什么是能力？Competent能力Attitude态度26精选课件pptPassionate热情ActionOriented行动导向TheLeadershipBrandFramework领导力品牌的架构TeamFocused团队关注Savvy理解能力27精选课件pptMeasurementTools测量工具GSTS(GuestsatisfactionTestSystem)ES(EmployeeSurvey)Profit收益Guestcomments/feedback顾客的意见/反馈Turnoverstatistics人员流动统计Accidentreports事故报告Wastage损耗Lowproductivity低下的生产力28精选课件pptLeadershipBrandCompetenciesPerformanceManagement绩效管理TheRoleOfTheWorkplaceTrainer工作场所培训者的职能IdentifyLearningNeeds确定培训需求OngoingTraining进行培训OvercomingObstacles克服障碍WORKPLACETRAINER29精选课件pptModule4第四章OrganisingTheTrainingContent组织培训内容精选课件pptOrganisingTheTrainingContent组织培训内容Objectives目标Describethecomponentpartsofatrainingsession.描述培训过程的组成部分。Explainthebenefitsofhavingastructure.解释拥有完整结构的好处。Demonstratethelogicalsequenceinyour1stpracticesession.在你的第一次练习中展示你的逻辑顺序。31精选课件pptPreparation准备Trainee学员Goalsandoutcomes目标和成果Performancestandards执行标准Skillsgaps技能差距TrainingRequirements培训条件Venue(Space)场地Resources/Materials材料Lengthofsession(Timeallocatedfortraineeandtrainer)时间TrainingSessionPlan培训计划Remember…“Failingtoplanisplanningtofail!”32精选课件pptGainingAttention吸引注意力What主题Interest兴趣Need需求33精选课件pptBreakdown分步讲解Explanation解释Questions问题Demonstration示范Stages分步TraineePractice学员练习Praise表扬34精选课件pptCheckVerbalcheck口头检查Practicalcheck实践检查Praise表扬Linkforward继续延伸35精选课件pptFirstPracticalSession第一次练习精选课件pptModule5第五章LearningPreferences学习偏好精选课件pptLearningPreferences学习偏好Objectives目标Identifyhowandwhypeoplelearn.为什么人们要学习，如何学习Recognisehowyouthetrainercanhelpthelearnertolearn.学会作为培训员如何帮助你的学员去学习。Identifywaystoovercomethebarrierstolearning.认识跨越学习障碍的方法。38精选课件pptLearningPreferences学习偏好IRemember记住IUnderstand理解IForget忘记ISee看IDo做IHear听39精选课件pptLeftSide左半球Verbal语言Analytical分析Processideassequentially间接想法的产生(思考后得出的)Keepstrackoftime注重时间StepbyStep按部就班Highlyorganised高度的组织能力Makeslists有条理BrainDominance大脑的控制RightSide右半球Visual视觉Intuitive直觉Processideassimultaneously形成直接想法Nosenseoftime没有时间观念Seewholefirst会先看到整体Talkwithyourhands动手能力40精选课件pptVAKStylesVAK类型Visual-“Showme”视觉类型Thesecommunicatorsandlearnerstendtoseethingsintheirmindsanduseimages.Theyprefertolearningfromreading,notetakinganddiagrams.Auditory-“Tellme”听觉类型Thesecommunicatorsandlearnerstendtolistenandtalk.Theyprefertolearnfromlectures,talksandaudiotapes.Kinaesthetic-“Letmetry”触觉类型Thesecommunicatorsandlearnerstendtousemovementandaction.Theyprefertolearnbywriting,actingout,pacingandgestures.41精选课件pptModule6第六章GainingAttention吸引注意力精选课件pptGainingAttention吸引注意力Objectives目标Identifythe3partsoftheattentionsection.认识吸引注意力的三个部分。Writethe“A”sectionforyourtrainingsessionthisafternoon.在今天下午写出你的培训提纲的”A”部分。43精选课件pptWhat?Specific具体44精选课件pptInterest培训什么？Backgroundoftopic话题背景Finishedexample实例/样品Storyabouttopic故事(与主题有关的)History历史Joke笑话Personalexperience个人经验Somethingtopical一些有关的话题Questions问题45精选课件pptNeedJobsafety安全Enhancejobsatisfaction提高工作满意度Enhanceteamspirit增强合作精神Prideinthejob以工作为傲Opportunityforadvancement更好的发展机会Statuswithinthehotel在酒店中的地位Reward/recognition奖励/赞扬Confidence,professionalism,proficiency自信、专业、熟练46精选课件pptModule7第七章Breakdown分步讲解精选课件pptBreakdown分步讲解Objectives目标:Identifywhatwemeanbysteps,standardsandquestions.通过步骤.标准和问题来确定你要表达的意思Planthe“B”sectionofyourtrainingsessionforthisafternoon.在今天下午写出你的培训计划的”B”部分。48精选课件pptWhyDoWeBreakdownTheTask?为什么要分步进行？Sothetraineeisclearaboutwhattheyhavetodo.学员会清楚要做什么。Sowedonotmissanythingout.我们不会遗漏内容。Sowetrainonallkeypoints.所有的重点都可涵盖Sowedonotmakeassumptions.不用做假设Sowethinkthroughourownskillstounlockthesecretswehavesoweareabletotransferthesetoourtrainee.更好的传递知识。49精选课件pptStages进程Weneedtodeliverourtraininginappropriatestagessoitisattherightlevel.我们需要以适当的步骤来做我们的培训,以至与他会在一个正确的水平Toomanystagesandthetrainingwillbetooeasy.步骤越多,培训越简单Toofewstagesandthetraineewillbecomeoverloadedandforget.步骤越少,培训会变的越有负担甚至被遗忘50精选课件pptModule8第八章Questions问题精选课件pptQuestions问题Objectives目标:Identifythetypesofquestionsyoushouldask.认识问题的种类。Establishthenumberofquestionsyouneedinyoursession.设定你培训中所需要的问题。Knowhowtohandleanswers.学会如何处理问题。52精选课件pptWhyDoWeAskQuestions?为什么要问问题？Keepsthetraineeinterestedandinvolved.使学员感兴趣和融入其中。Helpsthetraineelearn.帮助学员学习。Makesthetraineethinkforthemselves.使学员思考。Aidesretentionofinformation.有助于接受信息Checksrecallandunderstanding.检查记忆和理解。53精选课件pptTypesOfQuestions问题类型Open开放式5个W,1个HWho谁What什么When何时Where何地How如何Why为什么

Closed封闭式问题Gaincommitment取得承诺/承认54精选课件pptWinningWaysDotherightthing/做对的事Showwecare/体现关爱Aimhigher/追求卓越Celebratedifference/求同存异Workbettertogether/协作共赢55精选课件pptModule9第九章Check检查精选课件pptCheck检查Objectives目标:Establishwhyitisimportanttochecktheeffectivenessofourtraining.认识为什么检查培训的效果很重要。Completethe“C”sectionofourtrainingsession.完成你的培训的”C”部分。57精选课件pptBenefitsOfChecking检查的益处Ensuresthatwehaveachievedourobjectivesastrainers.确定我们达到了培训目的。Ensuresthatthetraineeisconfidentinapplyingthenewskills.确定学员是否可以自信的应用新技能。58精选课件pptVerbalCheck口头检查Thisisthefirstcheck.最初的检查。Ensuretraineeunderstandsbeforeputtingnewskillsintopractice.确认学员在实际操作的前理解学到的新技能。Useopenquestionstocheck.使用开放式问题进行检查。59精选课件pptPracticalCheck操作检查Yourobjectiveisthatthetraineesshouldbeabletocompletethetaskyoutaughtthem.你的目的是学员可以按照你所教的内容完成实践任务。The“Whole”taskshouldbecompletedbythetraineeinfrontofthetrainerwithoutanyaides.学员应在没有任何提示和帮助的前提下，当面完成所有实践的任务。60精选课件pptModule10第十章CorrectiveCoaching纠正指导精选课件pptCorrectiveCoaching纠正指导Objectives目标:Recognisestandardsandwhytheyfall.确认标准和为什么他们不符合标准。 Establishthedefinitionofcorrectivecoaching.确定纠正指导的定义。Identifytheskillsandqualitiesofagoodcoach.好的纠正执导的技巧和质量。Establishtheprinciplesofcorrectivecoaching.确定纠正指导的原则。Providespecificandconstructivefeedbackwhenresultsarenotuptoexpectations.当不符合期望值时给予详细的说明和建设性的意见。62精选课件pptWhymightanemployee’sperformancefallbelowstandard?为什么员工的表现会达不到标准？Traineehasforgotten.忘了。Cuttingcorners.为了省事。Usingwrongequipment/materials/ingredients.使用了错误的设备/材料Broken/missingequipment.设备损坏/缺失Lapseinconcentration.注意力不集中Inadequateperformanceinthefirstplace.第一次不适应。Sickness.生病。Tiredness.疲惫。Shortstaffing.缺人手。Poorsupervision.缺乏管理。63精选课件pptWhatIsCorrectiveCoaching?什么是纠正指导？Demonstrating,explainingorquestioningtoremindanindividualofthecorrectwaytoundertakeatask.通过示范、解释或提问来提醒使之按照正确的方法完成任务。64精选课件pptTheFeedbackSandwich反馈三明治Identifythefault指出错误Followup跟进Praise表扬EncouragecorrectStandard鼓励65精选课件pptHowCanWeDemonstrateOurCoreValues?如何示范我们的核心价值观Ensuringthatyouarespendingsufficienttimewiththetrainee.确保你对学员花出了足够的时间。Takingthemawayfromotherteammemberstocorrecttheirperformance.如果要纠正他们的行为,请将他们带出团队单独进行(不要在队员面前纠正他的行为)Beingpatientandunderstandingiftheydon’tgraspthetaskstraightaway.如果学员不能马上掌握，要有耐心和善于谅解。66精选课件pptSecondPracticalSession第二次练习精选课件pptModule11第十一章TrainingSystemsAndResources培训系统和资源精选课件pptTrainingSystemsAndResources培训系统和资源Objectives目标:Identifythetrainingsystemsandresourcesinourhotel.认识酒店的培训系统和资源。ConsiderotherissuesthattheWorkplaceTrainermayneedtotakeintoaccount.考虑在工作场所可能会发生的其他问题。Understandthesysteminplaceforreviewingperformance.了解培训系统在适当的地点回顾表现。Understandourstandardoperatingprocedures.了解我们的服务操作标准。Supportyourteammembersinbuildingdepartmentaltraining&developmentplans帮助支持你的队员塑造部门培训和发展计划69精选课件pptWhatIsYourRoleInOnBoarding?参与培训时你的角色和职能Providinginitialtrainingplanfornewemployees.向新员工提供最初的培训计划。TrainingnewemployeesthroughtheWorkplaceTr