IHG技能培训认证

CraftTrainer'sCertificate

技能培训认证整理课件Introduction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整理课件Need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整理课件TheEmployeeLifecycle

员工的职业周期5.Assessment-TrainingandDevelopment:评估-培训和开展DH’swithpotentialtomoveintoGMpositions,willattendassessmentanddevelopmentprograms.有可能成为总经理的部门主管会很留心方案的评估和开展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:继任方案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-培训和开展Byassessingonthejobneedswecanassessfurthertrainingthestaffmayrequire.通过评估工作需求，我们可以评估下一步的培训需求。4整理课件Range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整理课件Range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整理课件Range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整理课件DomesticsBreaks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整理课件Objectives目标IdentifyTraining&Developmentrequirementsforteammembersinyourdepartment.识别你的团队成员的培训和开展要求。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时机。Coachteammembersinthedevelopmentoftheirskills.指导团队成员开展他们的技能。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整理课件Module2第二章BenefitsOfTraining培训的益处整理课件BenefitsOfTraining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整理课件WhatIsTraining?什么是培训？Tobringapersontoadesiredstateorstandardthroughinstructionorpractice.通过指导和练习使之到达期望的状态或标准。12整理课件WhatTypeOfEmployeesNeedTraining?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).无法到达工作标准〔纠正〕。13整理课件WhoBenefitsFromTraining?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整理课件WhoBenefitsFromTraining?谁从培训中受益？Trainees/Employees员工Increasedjobsatisfaction.提高工作满意度。Greatersafety.工作平安。Workmoreefficiently.提高效率。Careeradvancement.职业开展。Greaterconfidence.提高自信。15整理课件WhoBenefitsFromTraining?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整理课件WhoBenefitsFromTraining?谁从培训中受益？Guest客人Efficientservice.高效的效劳。Valueformoney.物有所值。Nocauseforcomplaint.没有抱怨的理由。Consistentservice.获得始终如一的效劳。17整理课件WhoBenefitsFromTraining?谁从培训中受益？Hotel酒店Consistentstandards.始终如一的效劳标准。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整理课件Teamhavetodomorework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整理课件EmployeeisMotivated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新员工遵守规那么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整理课件Module3第三章IdentifyingLearningNeeds识别培训需求整理课件IdentifyingLearningNeeds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.当培训不是解决方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整理课件Learning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到达期望的状态或标准。23整理课件TrainingVS

LearningTrainingiswhatyoudoasthetrainer.Learningiswhatthetraineedoes.24整理课件ActualPerformance实际表现DesiredPerformance期望表现WhatIsALearningNeed?什么是学习需求？LearningNeed学习需求25整理课件Skills技能Knowledge知识WhatIsCompetency?什么是能力？Competent能力Attitude态度26整理课件Passionate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整理课件MeasurementTools测量工具GSTS(GuestsatisfactionTestSystem)ES(EmployeeSurvey)Profit收益Guestcomments/feedback顾客的意见/反响Turnoverstatistics人员流动统计Accidentreports事故报告Wastage损耗Lowproductivity低下的生产力28整理课件LeadershipBrandCompetenciesPerformanceManagement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整理课件Module4第四章OrganisingTheTrainingContent组织培训内容整理课件OrganisingTheTrainingContent组织培训内容Objectives目标Describethecomponentpartsofatrainingsession.描述培训过程的组成局部。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整理课件Preparation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培训方案Remember…“Failingtoplanisplanningtofail!〞32整理课件GainingAttention吸引注意力What主题Interest兴趣Need需求33整理课件Breakdown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整理课件CheckVerbalcheck口头检查Practicalcheck实践检查Praise表扬Linkforward继续延伸35整理课件FirstPracticalSession第一次练习整理课件Module5第五章LearningPreferences学习偏好整理课件LearningPreferences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整理课件LearningPreferences学习偏好IRemember记住IUnderstand理解IForget忘记ISee看IDo做IHear听39整理课件LeftSide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整理课件VAKStylesVAK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整理课件Module6第六章GainingAttention吸引注意力整理课件GainingAttention吸引注意力Objectives目标Identifythe3partsoftheattentionsection.认识吸引注意力的三个局部。Writethe“A〞sectionforyourtrainingsessionthisafternoon.在今天下午写出你的培训提纲的〞A〞局部。43整理课件What?Specific具体44整理课件Interest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整理课件NeedJobsafety平安Enhancejobsatisfaction提高工作满意度Enhanceteamspirit增强合作精神Prideinthejob以工作为傲Opportunityforadvancement更好的开展时机Statuswithinthehotel在酒店中的地位Reward/recognition奖励/赞扬Confidence,professionalism,proficiency自信、专业、熟练46整理课件Module7第七章Breakdown分步讲解整理课件Breakdown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方案的〞B〞局部。48整理课件WhyDoWeBreakdownTheTask?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整理课件Stages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整理课件Module8第八章Questions问题整理课件Questions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整理课件WhyDoWeAskQuestions?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整理课件TypesOfQuestions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/成认54整理课件WinningWaysDotherightthing/做对的事Showwecare/表达关爱Aimhigher/追求卓越Celebratedifference/求同存异Workbettertogether/协作共赢55整理课件Module9第九章Check检查整理课件Check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〞局部。57整理课件BenefitsOfChecking检查的益处Ensuresthatwehaveachievedourobjectivesastrainers.确定我们到达了培训目的。Ensuresthatthetraineeisconfidentinapplyingthenewskills.确定学员是否可以自信的应用新技能。58整理课件VerbalCheck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整理课件PracticalCheck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整理课件Module10第十章CorrectiveCoaching纠正指导整理课件CorrectiveCoaching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.确定纠正指导的原那么。Providespecificandconstructivefeedbackwhenresultsarenotuptoexpectations.当不符合期望值时给予详细的说明和建设性的意见。62整理课件Whymightanemployee’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整理课件WhatIsCorrectiveCoaching?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整理课件TheFeedbackSandwich反响三明治Identifythefault指出错误Followup跟进Praise表扬EncouragecorrectStandard鼓励65整理课件HowCanWeDemonstrateOurCoreValues?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，要有耐心和蔼于谅解。66整理课件SecondPracticalSession第二次练习整理课件Module11第十一章TrainingSystemsAndResources培训系统和资源整理课件TrainingSystemsAndResources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忆表现。Understandourstandardoperatingprocedures.了解我们的效劳操作标准。Supportyourteammembersinbuildingdepartmentaltraining&developmentplans帮助支持你的队员塑造部门培训和开展方案69整理课件WhatIsYourRoleInOnBoarding?参与培训时你的角色和职能Providinginitialtrainingplanfornewemployees.向新员工提供最初的培训方案。Trainingnewempl