1、Craft TrainersCertificate 技能培训认证技能培训认证Copyright 2006, InterContinental Hotels Group. All Rights Reserved.2Introduction导言导言Why you have been selected to attend this program?为什么你会被选择来参加这个培训？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？
2、3. What training you will be expected to carry out when you return to your department?当你回到部门后，你将会实施哪些培训？ Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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。Copyright 2006, Inter
3、Continental Hotels Group. All Rights Reserved.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 to 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
4、 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
5、工Send out the right messages to allnew employees.向所有新员工传递正确的信息Preparing The Organization组织组织框架的准备框架的准备:Ensuring management is competentin all aspects of bringing 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
6、 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。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.5Range范围范围Program Outline培训纲要培训纲要Day 1:Introduction导言Benefits of training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 prac
7、tice session第一次练习Learning preferences学习偏好Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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 resources培训体系及资源Copyright 20
8、06, InterContinental Hotels Group. All Rights Reserved.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Copyright 2006, InterContinental Hotels Group. All Rights Reserved.8DomesticsBreaks休息Smoking吸烟Bathrooms
9、洗手间Emergency procedures紧急情况Workbooks讲义讲义Feel free to utilize these in the way that suits you 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！Copyright 2006, InterContinental Hotels Group. All Rights Reserved.9Objectives目标目标Identify Training & Development requirements for team members in your department
10、.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 the 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
11、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 support your departments training.选择培训资源和系统来支持你们的部门培训。Module 2第二章第二章Benefits Of Training培训的益处培训的益处Copyright 2006, InterContinental Hotels Group. All Righ
12、ts Reserved.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。Describe some of the barriers that prevent us from training.简述一些阻碍我们进行培训的困难。Copyright 2006, InterContinental H
13、otels Group. All Rights Reserved.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。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.13What Type Of Employees Need Training?哪些哪些员工需要培训？员工需要培训？New employe
14、es (On Boarding).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）。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.14Who Benefits From Training?谁从培训中受益？谁从培训中受益？Trainees/Em
15、ployees员工员工Trainers/Supervisors培训员培训员/主管主管Guest顾客顾客1.Hotel酒店酒店Copyright 2006, InterContinental Hotels Group. All Rights Reserved.15Who Benefits From Training?谁从培训中受益？谁从培训中受益？Trainees/Employees员工员工Increased job satisfaction.提高工作满意度。Greater safety.工作安全。Work more efficiently.提高效率。Career advancement.职业发
16、展。1.Greater confidence.提高自信。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.16Who Benefits From Training?谁从培训中受益？谁从培训中受益？Trainer/Supervisor培训员培训员/主管主管Delegate more tasks.委派更多的任务。Less complaints.更少的抱怨。Increases team morale.提高团队士气。2.Less time spent checking on employees.节省检查员工的时间。Co
17、pyright 2006, InterContinental Hotels Group. All Rights Reserved.17Who Benefits From Training?谁从培训中受益？谁从培训中受益？Guest客人客人Efficient service.高效的服务。Value for money.物有所值。No cause for complaint.没有抱怨的理由。3.Consistent service.获得始终如一的服务。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.18Who B
18、enefits From Training?谁从培训中受益？谁从培训中受益？Hotel酒店酒店Consistent standards.始终如一的服务标准。Improved productivity.提高生产力。Increased retention.减少人员流失。Increased morale.提高士气。Less complaints.减少抱怨。4.Increased revenue.增加收入。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.19Team have todo more work大量的工作R
19、ecruit newEmployee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Copyright 2006, InterContinental Hotels Group. All Rights Reserved.20Empl
20、oyee isMotivated员工有动力Manager has more time经理有更多的时间Barriers To Training培训障碍培训障碍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Modu
21、le 3第三章第三章Identifying LearningNeeds识别培训需求识别培训需求Copyright 2006, InterContinental Hotels Group. All Rights Reserved.22Identifying 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 a
22、nd 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。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.23Learning学习学习Learning is to gain kno
23、wledge 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态或标准。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.24Training VS LearningTraining is what you do as th
24、e trainer.Learning is what the trainee does.Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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Copyright 2006, InterContinental Hotels Group. All Rights Reserved.26Skills技能Knowledg
25、e知识What Is Competency?什么是能力？什么是能力？Competent能力Attitude态度Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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Copyright 2006, InterContinental Hotels Group. All Rights Reserved.28Measu
26、rement 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Wastage损耗Low productivity低下的生产力Copyright 2006, InterContinental Hotels Group. All Rights Reserved.29LeadershipBrandCompetenciesPerformanceM
27、anagement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WORKPLACETRAINERModule 4第四章第四章Organising The Training Content组织培训内容组织培训内容Copyright 2006, InterContinental Hotels Group. All Rights Reserved.31Organising The Training
28、 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。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.3
29、2Preparation准备准备Trainee学员学员Goals 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!” Copyri
30、ght 2006, InterContinental Hotels Group. All Rights Reserved.33Gaining Attention吸引注意力吸引注意力What 主题Interest 兴趣Need 需求Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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Copyright 2006, InterCon
31、tinental Hotels Group. All Rights Reserved.35CheckVerbal check口头检查Practical check实践检查Praise表扬Link forward继续延伸First PracticalSession第一次练习第一次练习Module 5第五章第五章Learning Preferences学习偏好学习偏好Copyright 2006, InterContinental Hotels Group. All Rights Reserved.38Learning Preferences学习偏好学习偏好Objectives目标目标Identi
32、fy 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。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.39Learning Preferences学习偏好学习偏好I Remember 记住I Under
33、stand 理解I Forget 忘记I See 看I Do 做I Hear 听Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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
34、右半球Visual视觉Intuitive直觉Process ideas simultaneously形成直接想法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Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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 mi
35、nds and use images. They prefer to learning from reading, note taking and diagrams.Auditory - “Tell me”听觉类型听觉类型These 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
36、to use movement and action. They prefer to learn by writing, acting out, pacing and gestures.Module 6第六章第六章Gaining Attention吸引注意力吸引注意力Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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
37、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。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.44What?Specific 具体Copyright 2006, InterContinental Hotels Group. All Rights Reserved.45Interest培训什么？培训什么？Background of topic话题背景Finished example实
38、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Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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
39、Status within the hotel在酒店中的地位Reward/recognition奖励/赞扬Confidence, professionalism, proficiency 自信、专业、熟练Module 7第七章第七章Breakdown分步讲解分步讲解Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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
40、来确定你要表达的意思Plan the “B” section of your training session for this afternoon.在今天下午写出你的培训计划的”B”部分。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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 o
41、ut.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 secrets we have so we are able to transfer these to our trainee. 更好的传递知识。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.50Stages进程进程We need to de
42、liver 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 become overloaded and forget.步骤越少,培训会变的越有负担甚至被遗忘Module 8第八章第八章Questions问题问题Copyright 2006, InterContinen
43、tal Hotels Group. All Rights Reserved.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。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.53
44、Why 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。Copyright 2006, InterContinental Hotels Group. All R
45、ights Reserved.54Types Of Questions问题类型问题类型Open开放式开放式 5个个W,1个个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Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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 d
46、ifference/求同存异求同存异Work better together/协作共赢协作共赢Module 9第九章第九章Check检查检查Copyright 2006, InterContinental Hotels Group. All Rights Reserved.57Check检查检查Objectives目标目标:Establish 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
47、.完成你的培训的”C” 部分。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.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 applying the new skills.确定学员是否可以自信的应用新技能。Copyright 2006, InterContinental Ho
48、tels Group. All Rights Reserved.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。Copyright 2006, InterContinental Hotels Group. All Rights Reserved.60Practical Check操作检查操
49、作检查Your objective is that the trainees should 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。Module 10第十章第十章Corrective Coaching纠正指导纠正指导Copyright 2006, Int
50、erContinental Hotels Group. All Rights Reserved.62Corrective Coaching纠正指导纠正指导Objectives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 corre
