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1、Facilitation Skills培训技巧培训技巧Hi-P U1培训十大技巧Tounderstandtherolesofafacilitator理解培训师的角色Todevelopskillsinimpartingknowledgeandskillstolearners.提高传授给学员知识和技能的技巧Workshop Objectives 课程目标课程目标2培训十大技巧Agenda议程议程Workshopopening课程开始RolesofFacilitator培训师的角色FacilitationModel培训模型10FacilitationSkillsIntroduction十种培训技巧介
2、绍FeedbackSkills反馈技能PracticewithFeedback/Coaching采用反馈/辅导来练习WorkshopClosure课程完毕3培训十大技巧GroupDiscussion小组讨论小组讨论Whatdoeffectivefacilitatorssay/do?优秀的培训师会说或做什么?Whatdoineffectivefacilitatorssay/do?无效的培训师会说或做什么?4培训十大技巧WhatmakesaGOODfacilitator?什么是好的什么是好的培训师培训师? ?lCreate learning motivation创造学习动机创造学习动机lFrien
3、dly and willing to listen友善和善于倾听友善和善于倾听lHigh proficiency of the subject 对课程有深刻的认识对课程有深刻的认识lProvide effective feedback提供提供有效有效的的反馈反馈lClear and precise expression清楚和准确的表达清楚和准确的表达lHandle questions effectively有效的解答问题有效的解答问题5培训十大技巧Rolesofafacilitator培训师的角色培训师的角色Respondtolearnersneeds对学员的需求作出反应Createasafe
4、environment创造理想的学习环境Achievebehavioralchange使学员有行为上的改变6培训十大技巧EffectiveFacilitationModel有效的培训模型有效的培训模型(1)TECHNICALKNOWLEDGE(2)PREPARATION(3)FACILITATION SKILLS(4)EVALUATIONDesired Outcome Objective ChangesLearners Needs TNA Training Design Content & Chunking Learning MethodsImplementation Planning Dat
5、es & Venue Communication with LearnersRapportBuildingCoachingProcess MgtFormal PresentationContinuous ImprovementLevel 1-4 EvaluationEffectiveFacilitation7培训十大技巧EffectiveFacilitationModel有效的培训模型有效的培训模型(1)技术知识(2)培训前准备(3)培训技巧(4)评估期望结果 课程目标 培训后的改变学员训需求 培训需求分析课程设计 内容、步骤和活动 教学方式课程实施计划 日期和地点 与学员沟通培训信息创造良好
6、的氛围辅导程序管理正式表达持续改进四个层面的评估有效的培训8培训十大技巧FacilitationSkills培训技巧培训技巧RapportBuilding创造良好的氛围Coaching辅导ProcessManagement程序管理FormalPresentation正式表达4 Major Facilitation Skill Categories四大培训技巧类别四大培训技巧类别9培训十大技巧RapportBuilding创造良好的氛围创造良好的氛围FS1-Maintainorenhanceself-esteem维护自尊，增强自信FS2-Listenandrespondwithempathy仔细
7、聆听，善意回应FS3-Askforhelpandencourageinvolvement谋求协助，促进参与10培训十大技巧FS1-MaintainorEnhanceFS1-MaintainorEnhanceSelf-esteemSelf-esteem维护自尊，增强自信维护自尊，增强自信 Specificallyandsincerelyacknowledgepeoplesideasandsuggestions明确并有诚意地认可学员的意见和建议Identify,compliment,andbuildonpeoplesachievements.确定和表扬学员的成就Avoiddemeaningword
8、soractions避免有伤自尊心的言语及动作Expressconfidenceinpeoplesabilitytoapplynewconceptsandskills鼓励学员充分应用所学的技能Create a climate in which people are more likely to communicate openly. 创建公开交流的氛围创建公开交流的氛围11培训十大技巧Example例子例子Dave:“I think the guy in the video did a good job of running the meeting, especially when the g
9、roup got sidetracked. He said he understood their concerns, and then he listed them on an issue chart to discuss later.”“我觉得录像里的人把会议主持得很好我觉得录像里的人把会议主持得很好.尤其是当大家转尤其是当大家转移目标时移目标时,他说他了解了他们的疑问他说他了解了他们的疑问,并且把问题全列下并且把问题全列下来放在来放在issue chart内以便之后再讨论内以便之后再讨论.”Facilitator:“Dave, you obviously see how importan
10、t it is to address concerns and focus back on the topic at hand. Good.” (Compliment on Daves achievements)“Dave, 你明确的指出关注话题和解决疑问的重要性你明确的指出关注话题和解决疑问的重要性.很很好好.” 称赞了称赞了Dave的成就的成就.12培训十大技巧FS2-ListenandRespondwithEmpathy仔细聆听，善意回应仔细聆听，善意回应Activelylistenwithoutinterrupting.用心聆听不打断Maintaineyecontact.保持眼神交流I
11、dentifybothfactsandfeelings识别事实与感受Respondverballybyidentifyingthefeelingexpressedandthecontentofwhatwassaid用语言回应对方所表达的情绪和所说的内容Show youve heard their concerns both facts and feeling.表示你听到他们的心声表示你听到他们的心声-事实事实与与感受感受13培训十大技巧Example例子Stacy:“ I think everybody needs to contribute to meeting deadlines and
12、ensuring that no mistakes are made. I mean, the sum is greater than the parts. Everyone has to work together.”我认为每个人我认为每个人都需要为了准时完成任务而努力并确保不出现问题，我是都需要为了准时完成任务而努力并确保不出现问题，我是说，整体要比部分好，每个人都应该工作在一起说，整体要比部分好，每个人都应该工作在一起Facilitator:培训师培训师“ Then what youre saying is that collaboration is the key to improvi
13、ng productivity in your unit (Facts). 那么你所说的是合作是提高生产力的关键那么你所说的是合作是提高生产力的关键（事实）（事实）From time to time well find that not everyone understand the importance of collaboration.” (Feeling)我们会经常发现并不是每个人都理解合作的重要性我们会经常发现并不是每个人都理解合作的重要性（感受）（感受）14培训十大技巧FS3-AskforHelpandEncourageInvolvement谋求协助，促进参与谋求协助，促进参与Ask
14、openquestionstoencourageparticipation/sharingideas/experiences.通过开放式提问鼓励学员分享意见经验Askeveryonetoparticipateinsolvingproblemsandaddressingconcerns.要求每个人都参与解决问题和关注话题Callonindividualswhenyoubelievetheycancontribute,makingsuretoreinforcetheirinputbycomplimentingtheircontribution.如果你认为学员能解答问题，鼓励他们这样去做Involv
15、e everyone to ensure total participation.确保每个人都有参与进来确保每个人都有参与进来15培训十大技巧Example例子例子Facilitator:培训师培训师“ Its easy for meetings to get off track. Has anyone been in a meeting recently that seemed to go nowhere?”“Whats your thoughts?”“会议很容易失控，在座的各位最近开会时会议很容易失控，在座的各位最近开会时有没有遇到这种状况？有没有遇到这种状况？”“当时你的感受如何？当时你
16、的感受如何？”16培训十大技巧Coaching辅导辅导FS4-Givinginstructions/Directions给出指引/指导FS5-Handingquestions问题解答FS6-Provide/Ensureeffectivefeedback做出有效的辅导/反馈17培训十大技巧FS4 - Giving Instructions/Directions 给出指引指导给出指引指导Give participants necessary coaching and instructions to carry out the activities.在活动过程中在活动过程中提供提供给学员必要的给学员
17、必要的辅导辅导和和指引指引lProvide clear, thorough directions to help participants complete assignments.做出清晰的指引帮助学员完成任务做出清晰的指引帮助学员完成任务 - Clarify purpose of the activity澄清活动的目的澄清活动的目的- Explain procedure of the activity解释活动的流程解释活动的流程lClarify page number, materials or time etc.澄清页码，资料和时间等澄清页码，资料和时间等lOffer suggestio
18、ns and reminders during skill practice process.在技巧练习过程中提供建议和提醒在技巧练习过程中提供建议和提醒18培训十大技巧FS5 Handling Questions问题解答问题解答lOpen-mindedly welcome learners questions listen with full attention.开放的欢迎学员提问并仔细聆听开放的欢迎学员提问并仔细聆听lClarify learners questions and check for own understanding.澄清学员的问题并确认相互了解澄清学员的问题并确认相互了解
19、lOffer distinct and clear answers to participants if the questions are important to learning process.如果问题对学习过程很重要，提供清晰的解答如果问题对学习过程很重要，提供清晰的解答Lead participants to reach new height through Understanding and internalizing the new materials.通过理解和吸收新的内容，通过理解和吸收新的内容，带领带领学员达到新的高度学员达到新的高度19培训十大技巧FS5 Handlin
20、g Questions问题解答问题解答lHow to handle questions unable to answer如何处理那些你不能回答的问题如何处理那些你不能回答的问题 - Compliment learners question.表扬学员的提问表扬学员的提问 - Ask for help from other participants for answering question.寻求其他学员的帮助来回答问题寻求其他学员的帮助来回答问题 - List on Issue Chart to discuss later.放到放到待处理事项记录板待处理事项记录板 上以便之后讨论上以便之后讨论
21、20培训十大技巧FS6-Provide/EnsureEffectiveFeedback做出有效的辅导反馈做出有效的辅导反馈People need feedback to learn how to use new skills effectively.学员需要通过反馈来学习怎样有效使用新的技巧学员需要通过反馈来学习怎样有效使用新的技巧lProvide positive feedback and feedback for improvement, ensure the feedback is balanced.提供肯定和改进性的反馈，确保反馈的平衡性提供肯定和改进性的反馈，确保反馈的平衡性lPro
22、vide and elicit information to clarify inaccurate or incomplete feedback.提供信息以澄清不准确或不完提供信息以澄清不准确或不完整的反馈整的反馈21培训十大技巧ProcessManagement程序管理程序管理lFS7 Behavioral Check for Understanding确认相互了解确认相互了解lFS8 Make Procedural Suggestions 做出程序建议做出程序建议22培训十大技巧FS7BehavioralCheckforUnderstanding确认相互了解确认相互了解Effective
23、two-way communication is essential to Successful learning.有效的互相交流对学习很重要有效的互相交流对学习很重要.lEncourage people to ask questions.鼓励学员发问鼓励学员发问lAsk questions after presenting new information, giving directions, or at the end of a learning or activity.在提出新知识在提出新知识,给予指引给予指引,或在活动结束后发问或在活动结束后发问lRestate or summariz
24、e what has been said. 重复或总结你所说的重复或总结你所说的23培训十大技巧Example例子Facilitator:培训师培训师“ OK. Before we get started, what questions do you have about the exercise?”“好好, ,在我们开始之前在我们开始之前, ,大家对练习有什大家对练习有什么疑问吗么疑问吗? ?”“Could you anyone summarize the key steps for?”“有人能把主要步骤总结吗有人能把主要步骤总结吗? ?”24培训十大技巧FS8MakeProceduralS
25、uggestions 做做出程序建议出程序建议Managing the group to meet all learning objectives is an important part of your role.指导学员达到学习目标是讲师的重要职责指导学员达到学习目标是讲师的重要职责lBalance asking and telling. 平衡提问与讲述平衡提问与讲述lAsk groups permission to move from one activity to another. 在进行下一个课题时征求学员意见在进行下一个课题时征求学员意见lRefocus group from of
26、f-issue discussions. 专著课程内容专著课程内容,不要跑题不要跑题lUse issue chart to defer questions /discussions. 利用利用”Issue Chart” 把问题把问题 /讨论置后讨论置后 lIntervene during exercises or skill practice to ensure success. 参与练习或技巧演练以确保顺利进行参与练习或技巧演练以确保顺利进行25培训十大技巧FormalPresentation正式呈现正式呈现FS9PresentationSkills呈现技巧FS10UseExamples/A
27、nalogies使用例子/推类26培训十大技巧lPrepare in advance (Audio-visual aids application) 预先做准备预先做准备(视听教具视听教具)lMake eye contact 保持眼神交流保持眼神交流lDemonstrate vocal clarity and appropriate volume 声音清晰和音量适中声音清晰和音量适中lAppear relaxed and adjust style to audience. 根据学根据学员的反应进行适当调整员的反应进行适当调整lAvoid distracting gesture 避免出现让学员注
28、意力分散避免出现让学员注意力分散的肢体语言的肢体语言lMaintain high energy level 保持旺盛的精力保持旺盛的精力lPresent clearly 表达清楚表达清楚 FS9PresentationSkills呈现技巧呈现技巧Good presentation skills tie all the facilitator skill area into an interesting.良好的呈现技巧使培训变得有趣良好的呈现技巧使培训变得有趣27培训十大技巧FS10UseExamples/Analogies使用例子使用例子/ /推类推类lUse examples from yo
29、ur work or other experiences that demonstrate concepts and show applications. 运用来自于工作上或其他方面的例子来示范概念和展示应运用来自于工作上或其他方面的例子来示范概念和展示应用用lAsk participants for their own examples. 请学员提供个人例子请学员提供个人例子Module concepts come to life when illustrated by examples /analogies.运用例子运用例子/推类来讲述课程概念会更容易被接受推类来讲述课程概念会更容易被接受
30、28培训十大技巧FeedbackSkills反馈技巧反馈技巧lPositive Feedback 肯定的肯定的反馈反馈 What?什么什么? (What was done/said)(做/说了什么) Why? 为为什么什么? (Why effective?)(为什么有效?) lFeedback for Improvement 改进性的改进性的反馈反馈 What?什么什么? (What was done/said) )(做/说了什么) What?什么什么? (What could be the alternative?)(怎样做会更好?) Why?为为什么什么?(Why alternative
31、is more effective?) (为什么那样做会更有效呢?)29培训十大技巧EffectiveFeedbackisEffectiveFeedbackis：有效的反馈是：有效的反馈是: :Timely及时Specific具体Balanced正负平衡30培训十大技巧FeedbackDosandDonts反馈应该和不应该反馈应该和不应该Maintainself-esteem.维护自尊Behonest.要坦白Givespecificpositivefeedback.提供肯定性的反馈Givespecificfeedbackforimprovement.提供改进性的反馈lGive vague or
32、 unsupported feedback 反馈模糊或无事实基础反馈模糊或无事实基础lSay sth. was done well if you dont believe it was. 口是心非口是心非lGuess at motives. 猜想动机猜想动机lFocus exclusively on effective or ineffective actions.过度专著于有效或无效过度专著于有效或无效的动作的动作lUse superlatives like always and never.用用”总是总是”或或”从不从不”之类很极端的词之类很极端的词Giving Feedback：给予反馈
33、：给予反馈 Do 应该应该 Dont 不应该不应该31培训十大技巧FeedbackDosandDont反馈应该和不应该反馈应该和不应该Viewfeedbackasauniquelearningopportunity.把反馈当成独特的学习机会.Listenwithfullattention.用心聆听Askforspecificexamples.要求具体的例子lDefend your actions. 为自己的行为辩护为自己的行为辩护.lResist the feedback. 不接受反馈不接受反馈lTalk about other experiences; focus on the situat
34、ion you are receiving feedback on. 谈论其它的经验谈论其它的经验; 专注于专注于接受反馈时的情景接受反馈时的情景 Do 应该应该 Dont不应该不应该Receiving Feedback接受反馈接受反馈：32培训十大技巧Practice练习练习25minutes25分钟Jobrelatedtopics与工作相关的题目Involvementwithparticipantsseekandtellseparately50%与学员互动-学员分享与培训师讲述各占50%Useatleast1Skillpractice/exercises/activities使用至少一个技巧演练/练习或活动Useatleast1exampleoranalogy/story使用至少一个例子/推类/故事Applyallfacilitationskills-应用所有的培训技巧.33培训十大技巧10 Facilitation Skills Review 十个培训技巧回顾十个培训技巧回顾34培训十大技巧Action Plan行动计划行动计划Commitmenttomakeadifference!承诺改变现在的状态35培训十大技巧
