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1、IHG技能培训认证Craft TrainersCertificate 技能培训认证技能培训认证1IHG技能培训认证2Introduction导言导言1.Why you have been selected to attend this program?为什么你会被选择来参加这个培训？2.What you want to learn throughout the program to help you to be a better trainer?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. What training you will be expected to car
2、ry out when you return to your department?当你回到部门后，你将会实施哪些培训？ IHG技能培训认证3Need需求需求Effective training skills are essential for all supervisors and managers.着实有效的培训技能是所有主管和经理的必要素质之一。IHG技能培训认证4The Employee Lifecycle 员工的职业周期员工的职业周期5. Assessment - Training and Development:评估评估-培训和发展培训和发展DHs with potential t
3、o move into GM positions, will attend assessmentand development programs.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. Performance Management:绩效管理绩效管理This is targeted at those who must manage other employees. They have to be competent in coaching, disciplining etc.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. Succession Planning:继任计划
4、继任计划Setting and achieving goals to moveon to the next step in their career.设置和完成目标从而进行下一步。2. Communicating ExpectationsTo Employees: 将期望传达给员工Send out the right messages to allnew employees.向所有新员工传递正确的信息1.Preparing The Organization组织组织框架的准备框架的准备:Ensuring management is competentin all aspects of bring
5、ing new staffinto the hotel.确保通过管理可以很好的使新员工融入酒店3. Building Capability Trainingand Development:塑造能力塑造能力-培训和发展培训和发展By assessing on the job needs wecan assess further training the staffmay require.通过评估工作需求，我们可以评估下一步的培训需求。IHG技能培训认证5Range范围范围Program Outline培训纲要培训纲要Day 1:Introduction导言Benefits of training
6、培训的益处Identifying learning needs识别学习需求Organising the training content组织培训内容First practice session第一次练习Learning preferences学习偏好IHG技能培训认证6Range范围范围Program Outline培训纲要培训纲要Day 2:Gaining attention吸引注意力Breakdown分步讲解Questions问题Check检查Second practice session第二次练习Corrective coaching纠正指导Training systems and re
7、sources培训体系及资源IHG技能培训认证7Range范围范围Program Outline培训纲要培训纲要Day 3: (Optional may be conducted back in the workplace.可选-或可在实际培训中进行)Third practice session第三次练习Assessment评估IHG技能培训认证8DomesticsBreaks休息Smoking吸烟Bathrooms洗手间Emergency procedures紧急情况Workbooks讲义讲义Feel free to utilize these in the way that suits y
8、ou best.可以适合你的任何方式使用它。Lots of fun!享受你的培训！享受你的培训！IHG技能培训认证9Objectives目标目标Identify Training & Development requirements for team members in your department.识别你的团队成员的培训和发展要求。Design and carry out a short piece of on-the-job training to meet these needs.设计和实施一个简短的培训来迎合这些需求。Evaluate the effectiveness of th
9、e training.评估培训的效果。Develop opportunities to build organizational capability for the future.为将来塑造组织能力创造机会。Coach team members in the development of their skills.指导团队成员发展他们的技能。Carry out corrective coaching to ensure the standards are maintained.进行纠正指导确保工作标准的实施。Choose training resources and systems to s
10、upport your departments training.选择培训资源和系统来支持你们的部门培训。IHG技能培训认证Module 2第二章第二章Benefits Of Training培训的益处培训的益处10IHG技能培训认证11Benefits Of Training培训的益处培训的益处Objectives目标目标Establish a definition of training.确定培训的定义。Explain who benefits from training and what the specific benefits are.解释谁会从培训中得益和得到了哪些益处。Descr
11、ibe some of the barriers that prevent us from training.简述一些阻碍我们进行培训的困难。IHG技能培训认证12What Is Training?什么是培训？什么是培训？To bring a person to a desired state or standard through instruction or practice.通过指导和练习使之达到期望的状态或标准。IHG技能培训认证13What Type Of Employees Need Training?哪些哪些员工需要培训？员工需要培训？New employees (On Boar
12、ding).新员工（刚入职）。Transferring to another department (New knowledge).调至另一部门（新知识）。Promotion (New knowledge).提升（新知识）。When standards have dropped (Corrective).无法达到工作标准（纠正）。IHG技能培训认证14Who Benefits From Training?谁从培训中受益？谁从培训中受益？1.Trainees/Employees员工员工2.Trainers/Supervisors培训员培训员/主管主管3.Guest顾客顾客4.Hotel酒店酒店I
13、HG技能培训认证15Who Benefits From Training?谁从培训中受益？谁从培训中受益？1.Trainees/Employees员工员工2.Increased job satisfaction.提高工作满意度。3.Greater safety.工作安全。4.Work more efficiently.提高效率。5.Career advancement.职业发展。6.Greater confidence.提高自信。IHG技能培训认证16Who Benefits From Training?谁从培训中受益？谁从培训中受益？2.Trainer/Supervisor培训员培训员/主管
14、主管3.Delegate more tasks.委派更多的任务。4.Less complaints.更少的抱怨。5.Increases team morale.提高团队士气。6.Less time spent checking on employees.节省检查员工的时间。IHG技能培训认证17Who Benefits From Training?谁从培训中受益？谁从培训中受益？3.Guest客人客人4.Efficient service.高效的服务。5.Value for money.物有所值。6.No cause for complaint.没有抱怨的理由。7.Consistent ser
15、vice.获得始终如一的服务。IHG技能培训认证18Who Benefits From Training?谁从培训中受益？谁从培训中受益？4.Hotel酒店酒店5.Consistent standards.始终如一的服务标准。6.Improved productivity.提高生产力。7.Increased retention.减少人员流失。8.Increased morale.提高士气。9.Less complaints.减少抱怨。10.Increased revenue.增加收入。IHG技能培训认证19Team have todo more work大量的工作Recruit newEmpl
16、oyee招聘新员工Barriers To Training 培训障碍培训障碍They do thingsWrong做错事New employeegets thrown in新员工入职Employee feelsDemotivated员工没有动力Team getsDemotivated团队没有动力I dont havetime to train没时间EmployeeLeaves员工离职VICIOUSCYCLE恶性循环恶性循环IHG技能培训认证20Employee isMotivated员工有动力Manager has more time经理有更多的时间Barriers To Training培训
17、障碍培训障碍Employee learnsnew skills员工学到新技能New employeeenjoys role新员工遵守规则Employee feelsValued员工感觉到很受用Employee takeson extra tasks员工接受额外工作I dont have timeNOT to train我有足够的培训时间Employee worksUnsupervised员工工作无须监督VIRTUOUSCYCLE良性循环良性循环IHG技能培训认证Module 3第三章第三章Identifying LearningNeeds识别培训需求识别培训需求21IHG技能培训认证22Ide
18、ntifying Learning Needs确定培训需求确定培训需求Objectives目标目标State why it is important to identify learning needs.陈述为什么识别学习需求很重要？Describe a learning need.描述学习需求。Identify how skills, knowledge and attitude contribute to the learning need.认识到技能、知识和态度如何有助于学习需求Recognise times when training is not the answer.当培训不是解决
19、办法的时候要注意分别。Describe the overall role of the Workplace Trainer.描述工作场所培训者的全面职能。IHG技能培训认证23Learning学习学习Learning is to gain knowledge or skill by study, experience or being taught.指通过研究、体验或被教育而获得知识或技能。Training培训培训To bring a person to a desired state or standard by instruction or practice.通过指导和练习使之达到期望的状
20、态或标准。IHG技能培训认证24Training VS LearningTraining is what you do as the trainer.Learning is what the trainee does.IHG技能培训认证25Actual Performance实际表现Desired Performance期望表现What Is A Learning Need?什么是学习需求？什么是学习需求？Learning Need学习需求IHG技能培训认证26Skills技能Knowledge知识What Is Competency?什么是能力？什么是能力？Competent能力Attitu
21、de态度IHG技能培训认证27Passionate热情Action Oriented行动导向The Leadership Brand Framework领导力品牌的领导力品牌的架构架构Team Focused团队关注Savvy理解能力IHG技能培训认证28Measurement Tools测量工具测量工具GSTS (Guest satisfaction Test System)ES (Employee Survey)Profit收益Guest comments/feedback顾客的意见/反馈Turnover statistics人员流动统计Accident reports事故报告Wastag
22、e损耗Low productivity低下的生产力IHG技能培训认证29LeadershipBrandCompetenciesPerformanceManagement绩效管理The Role Of The Workplace Trainer工作场所培训工作场所培训者的职能者的职能IdentifyLearningNeeds确定培训需求OngoingTraining进行培训OvercomingObstacles克服障碍WORKPLACETRAINERIHG技能培训认证Module 4第四章第四章Organising The Training Content组织培训内容组织培训内容30IHG技能培
23、训认证31Organising The Training Content组织培训内容组织培训内容Objectives目标目标Describe the component parts of a training session.描述培训过程的组成部分。Explain the benefits of having a structure.解释拥有完整结构的好处。Demonstrate the logical sequence in your 1st practice session.在你的第一次练习中展示你的逻辑顺序。IHG技能培训认证32Preparation准备准备Trainee学员学员Goa
24、ls and outcomes目标和成果Performance standards执行标准Skills gaps技能差距Training Requirements培训条件培训条件Venue (Space)场地Resources / Materials材料Length of session (Time allocated for trainee and trainer)时间Training Session Plan培训计划培训计划Remember “Failing to plan is planning to fail!” IHG技能培训认证33Gaining Attention吸引注意力吸引注
25、意力What 主题Interest 兴趣Need 需求IHG技能培训认证34Breakdown分步讲解分步讲解Explanation解释Questions问题Demonstration示范Stages分步Trainee Practice学员练习Praise表扬IHG技能培训认证35CheckVerbal check口头检查Practical check实践检查Praise表扬Link forward继续延伸IHG技能培训认证First PracticalSession第一次练习第一次练习36IHG技能培训认证Module 5第五章第五章Learning Preferences学习偏好学习偏好3
26、7IHG技能培训认证38Learning Preferences学习偏好学习偏好Objectives目标目标Identify how and why people learn.为什么人们要学习，如何学习Recognise how you the trainer can help the learner to learn.学会作为培训员如何帮助你的学员去学习。Identify ways to overcome the barriers to learning.认识跨越学习障碍的方法。IHG技能培训认证39Learning Preferences学习偏好学习偏好I Remember 记住I Und
27、erstand 理解I Forget 忘记I See 看I Do 做I Hear 听IHG技能培训认证40Left Side左半球左半球Verbal语言Analytical分析Process ideas sequentially间接想法的产生(思考后得出的) Keeps track of time注重时间Step by Step按部就班Highly organised高度的组织能力Makes lists有条理Brain Dominance大脑的控制大脑的控制Right Side右半球右半球Visual视觉Intuitive直觉Process ideas simultaneously形成直接想法
28、No sense of time 没有时间观念See whole first会先看到整体Talk with your hands动手能力IHG技能培训认证41VAK Styles VAK类型类型Visual - “Show me”视觉类型视觉类型These communicators and learners tend to see things in their minds and use images. They prefer to learning from reading, note taking and diagrams.Auditory - “Tell me”听觉类型听觉类型The
29、se communicators and learners tend to listen and talk. They prefer to learn from lectures, talks and audio tapes.Kinaesthetic - “Let me try”触觉类型触觉类型These communicators and learners tend to use movement and action. They prefer to learn by writing, acting out, pacing and gestures.IHG技能培训认证Module 6第六章第
30、六章Gaining Attention吸引注意力吸引注意力42IHG技能培训认证43Gaining Attention吸引注意力吸引注意力Objectives目标目标Identify the 3 parts of the attention section.认识吸引注意力的三个部分。Write the “A” section for your training session this afternoon. 在今天下午写出你的培训提纲的”A” 部分。IHG技能培训认证44What?Specific 具体IHG技能培训认证45Interest培训什么？培训什么？Background of top
31、ic话题背景Finished example实例/样品Story about topic故事(与主题有关的)History历史Joke笑话Personal experience个人经验Something topical一些有关的话题Questions问题IHG技能培训认证46NeedJob safety安全Enhance job satisfaction提高工作满意度Enhance team spirit增强合作精神Pride in the job以工作为傲Opportunity for advancement更好的发展机会Status within the hotel在酒店中的地位Rewar
32、d/recognition奖励/赞扬Confidence, professionalism, proficiency 自信、专业、熟练IHG技能培训认证Module 7第七章第七章Breakdown分步讲解分步讲解47IHG技能培训认证48Breakdown分步讲解分步讲解Objectives目标目标:Identify what we mean by steps, standards and questions.通过步骤.标准和问题来确定你要表达的意思Plan the “B” section of your training session for this afternoon.在今天下午写出
33、你的培训计划的”B”部分。IHG技能培训认证49Why Do We Breakdown The Task?为什么要分步为什么要分步进行？进行？So the trainee is clear about what they have to do.学员会清楚要做什么。So we do not miss anything out.我们不会遗漏内容。So we train on all key points.所有的重点都可涵盖So we do not make assumptions.不用做假设So we think through our own skills to unlock the secre
34、ts we have so we are able to transfer these to our trainee. 更好的传递知识。IHG技能培训认证50Stages进程进程We need to deliver our training in appropriate stages so it is at the right level.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Too many stages and the training will be too easy.步骤越多,培训越简单Too few stages and the trainee will be
35、come overloaded and forget.步骤越少,培训会变的越有负担甚至被遗忘IHG技能培训认证Module 8第八章第八章Questions问题问题51IHG技能培训认证52Questions问题问题Objectives目标目标:Identify the types of questions you should ask.认识问题的种类。Establish the number of questions you need in your session.设定你培训中所需要的问题。Know how to handle answers.学会如何处理问题。IHG技能培训认证53Why
36、 Do We Ask Questions?为什么要问问题？为什么要问问题？Keeps the trainee interested and involved.使学员感兴趣和融入其中。Helps the trainee learn.帮助学员学习。Makes the trainee think for themselves.使学员思考。Aides retention of information.有助于接受信息Checks recall and understanding.检查记忆和理解。IHG技能培训认证54Types Of Questions问题类型问题类型Open开放式开放式 5个个W,1个
37、个HWho 谁What 什么When 何时Where 何地How 如何Why 为什么Closed封闭式问题封闭式问题Gain commitment取得承诺/承认IHG技能培训认证55Winning WaysDo the right thing/做对的事做对的事Show we care/体现关爱体现关爱Aim higher/追求卓越追求卓越Celebrate difference/求同存异求同存异Work better together/协作共赢协作共赢IHG技能培训认证Module 9第九章第九章Check检查检查56IHG技能培训认证57Check检查检查Objectives目标目标:Est
38、ablish why it is important to check the effectiveness of our training.认识为什么检查培训的效果很重要。Complete the “C” section of our training session.完成你的培训的”C” 部分。IHG技能培训认证58Benefits Of Checking检查的益处检查的益处Ensures that we have achieved our objectives as trainers.确定我们达到了培训目的。Ensures that the trainee is confident in
39、applying the new skills.确定学员是否可以自信的应用新技能。IHG技能培训认证59Verbal Check口头检查口头检查This is the first check.最初的检查。Ensure trainee understands before putting new skills into practice.确认学员在实际操作的前理解学到的新技能。Use open questions to check.使用开放式问题进行检查。IHG技能培训认证60Practical Check操作检查操作检查Your objective is that the trainees s
40、hould be able to complete the task you taught them.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” task should be completed by the trainee in front of the trainer without any aides.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。IHG技能培训认证Module 10第十章第十章Corrective Coaching纠正指导纠正指导61IHG技能培训认证62Corrective Coaching纠正指导纠正指导Objectives
41、目标目标:Recognise standards and why they fall.确认标准和为什么他们不符合标准。Establish the definition of corrective coaching.确定纠正指导的定义。Identify the skills and qualities of a good coach.好的纠正执导的技巧和质量。Establish the principles of corrective coaching.确定纠正指导的原则。Provide specific and constructive feedback when results are no
42、t up to expectations.当不符合期望值时给予详细的说明和建设性的意见。IHG技能培训认证63Why might an employees performance fall below standard?为什么员工的表现会达不到标准？为什么员工的表现会达不到标准？Trainee has forgotten.忘了。Cutting corners.为了省事。Using wrong equipment/materials/ingredients.使用了错误的设备/材料Broken/missing equipment.设备损坏/缺失Lapse in concentration.注意力不
43、集中Inadequate performance in the first place.第一次不适应。Sickness.生病。Tiredness.疲惫。Short staffing.缺人手。Poor supervision.缺乏管理。IHG技能培训认证64What Is Corrective Coaching?什么是纠正指导？什么是纠正指导？Demonstrating, explaining or questioning to remind an individual of the correct way to undertake a task.通过示范、解释或提问来提醒使之按照正确的方法完成
44、任务。IHG技能培训认证65The Feedback Sandwich反馈三明治反馈三明治Identify the fault指出错误Follow up跟进Praise表扬Encourage correctStandard鼓励IHG技能培训认证66How Can We Demonstrate Our Core Values?如何示范我们的核心价值观如何示范我们的核心价值观Ensuring that you are spending sufficient time with the trainee. 确保你对学员花出了足够的时间。Taking them away from other team
45、members to correct their performance.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)Being patient and understanding if they dont grasp the task straight away.如果学员不能马上掌握，要有耐心和善于谅解。IHG技能培训认证Second PracticalSession第二次练习第二次练习67IHG技能培训认证Module 11第十一章第十一章Training SystemsAnd Resources培训系统和资源培训系统和资源68IHG技能培训认证69Trai
46、ning Systems And Resources培训系统和资源培训系统和资源Objectives目标目标:Identify the training systems and resources in our hotel.认识酒店的培训系统和资源。Consider other issues that the Workplace Trainer may need to take into account.考虑在工作场所可能会发生的其他问题。Understand the system in place for reviewing performance.了解培训系统在适当的地点回顾表现。Unde
47、rstand our standard operating procedures.了解我们的服务操作标准。Support your team members in building departmental training & development plans 帮助支持你的队员塑造部门培训和发展计划IHG技能培训认证70What Is Your Role In On Boarding?参与培训时参与培训时你的角色和职能你的角色和职能Providing initial training plan for new employees.向新员工提供最初的培训计划。Training new emp
48、loyees through the Workplace Trainers Certificate format.按照技能认证的样式对新员工进行培训。Ensuring the new employee works in a safe manner from “Day 1”.确保新员工的工作安全IHG技能培训认证71Initial Training Plans初级培训计划初级培训计划Things to consider需要考虑的需要考虑的:Previous experience of the employee.员工原来的经验Complexity of the task.任务的复杂程度Time a
49、llocated to train.时间Environment within which they will learn.学习的环境IHG技能培训认证72What Needs To Be Recorded?记录记录Task: Training tasks carried out.是否实施Signature:Trainer and Trainee signatures.签字Date:Training session dates.日期Review:A a section where training can bereviewed and retraining recorded.一个可以回顾培训和培
50、训记录的章节IHG技能培训认证73Standard Operating Procedures (SOPs)标准操标准操作程序作程序Ensure consistency.确认一致性。Everyone is trained the same way.按照统一标准培训。Simple resource to train from.培训资源(资料)简单New changes can be easily implemented.任何改变可以简易的实行。IHG技能培训认证74Cross Training交叉培训交叉培训When an employee works in another department
51、to gain experience that will enhance their own role.一个员工去别的部门工作实习后所获得的经验可以提升他的能力Enables an employee to gain a better understanding of what other departments do and how their role fits in.可以使员工更加了解别的部门的工作和他们是如何操作的IHG技能培训认证75Action Planning行动计划行动计划Write an “Action Plan” outlining your key responsibili
52、ties as a “Workplace Trainer”.写出作为一个培训员写出“行动计划”，概述你的主要职责。How are you going to implement your learning throughout this program back in your department.在回到部门后，你打算如何实施这次所学到的知识。IHG技能培训认证76Thank YouThank you for your participation, contribution and enthusiasm! 谢谢大家的热情参与！谢谢大家的热情参与！Copyright 2006, Personal Decisions International. All Rights Reserved.
