1、2CTCModule 1Introduction 简介简介3CTC4CTC5CTC6CTC7CTCThe Employee Lifecycle 员工职业生命链员工职业生命链5.Assessment-Training and Development:评估培训与发展评估培训与发展DHs with potential to move into GM positions,will attend assessmentand development programs.有潜质升为总经理的部门主管将参加评估发展课程4.Performance Management:绩效管绩效管理理This is targete
2、d at those who must manage other employees.They have to be competent in coaching,disciplining etc.目标对象是需要管理员工的经理层，他们必须有能力辅导、训练员工6.Succession Planning:接班人计划接班人计划Setting and achieving goals to moveon to the next step in their career.设定并达到目标以进入职业生涯的下一步2.Communicating ExpectationsTo Employees:与员工沟通你的期望与
3、员工沟通你的期望Send out the right messages to allnew employees.传递给所有新员工正确的信息Preparing The Organisation:组织结构上的准备组织结构上的准备Ensuring management is competentin all aspects of bringing new staffinto the hotel.确保管理层在新员工进入酒店的所有方面都做好充足准备3.Building Capability Trainingand Development:建立能力建立能力 培训与发展培训与发展 By assessing o
4、n the job needs wecan assess further training the staffmay require.通过评估工作需求来计划进一步的员工培训需求8CTCDomestics 注意事项注意事项Breaks 休息Smoking 吸烟Bathrooms 洗手间Emergency procedures 紧急情况Lots of fun!充满乐趣！充满乐趣！9CTCObjectives 课程目标课程目标Identify Training&Development requirements for team members in your department.在你的部门内为部门
5、员工识别培训及发展的需求识别培训及发展的需求。Design and carry out a short piece of on-the-job training to meet these needs.设计和执行一些短小的岗位培训短小的岗位培训去满足这些需求Evaluate the effectiveness of the training.评估培训的有效性有效性Develop opportunities to build organisational capability for the future.创造机会为将来建立组织能力建立组织能力Coach team members in the
6、development of their skills.辅导团队成员辅导团队成员发展工作技能Carry out corrective coaching to ensure the standards are maintained.执行指正辅导执行指正辅导以确保标准的保持Choose training resources and systems to support your departments training.选择培训资源和系统选择培训资源和系统来支持部门培训10CTCModule 2Benefits Of Training 培训的益处培训的益处11CTCBenefits Of Trai
7、ning 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.解释培训对谁有益以及具体益处是什么Describe some of the barriers that prevent us from training.说出影响培训的障碍是什么12CTCWhat Is Training?什么是培训什么是培训 To bring a person to a desired state
8、 or standard through instruction or practice.“通过指导和实践，使人员的水平达到一个期望的高标准”13CTCWhat Type Of Employees Need Training?什么类型的员工需要培训什么类型的员工需要培训 New employees(On Boarding).新员工（入职期间）Transferring to another department(New knowledge).转到其他部门工作（新知识）Promotion(New knowledge).升职（新知识）When standards have dropped(Corre
9、ctive).标准下降（指正）14CTCWho Benefits From Training?谁从培训中受益谁从培训中受益Trainees/Employees 学员学员/员工员工Trainers/Supervisors 培训员培训员/主管经理主管经理Guest 客人客人Hotel 酒店酒店In groups,identify the benefits of training.1.分成小组，讨论并列举培训的益处分成小组，讨论并列举培训的益处15CTCWho Benefits From Training?谁从培训中受益？谁从培训中受益？Trainees/Employees 学员学员/员工员工Inc
10、reased job satisfaction.提高工作满意度Greater safety.更加安全Work more efficiently.更有效地开展工作Career advancement.职业提升1.Greater confidence.更加自信，减少压力16CTCWho 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/主管经理主管经理Delegate more tasks.下放更多的任务Less complaints.减少投诉Increases team morale.提高团队士气2.Less tim
11、e spent checking on employees.花更少的时间检查员工的工作17CTCWho Benefits From Training?谁从培训中受益？谁从培训中受益？Guest 客人客人Efficient service.有效的服务Value for money.物有所值No cause for complaint.没有投诉的理由3.Consistent service.服务的一致性18CTCWho Benefits From Training?谁从培训中受益谁从培训中受益Hotel 酒店酒店Consistent standards.统一的标准Improved producti
12、vity.提高产量Increased retention.更可能留住员工Increased morale.提高士气Less complaints.减少投诉4.Increased revenue.增加收入19CTCTeam have todo more work团队其他成员团队其他成员承担更多的工作承担更多的工作Recruit newEmployee招聘新员工招聘新员工Barriers To Training 培训的障碍培训的障碍They do thingsWrong工作做错工作做错New employeegets thrown in未被培训的新员工未被培训的新员工开始工作开始工作Employe
13、e feelsDemotivated员工士气低落员工士气低落Team getsDemotivated整个团队士气低落整个团队士气低落I dont havetime to train我没有时间去培训我没有时间去培训EmployeeLeaves员工离职员工离职VICIOUSCYCLE恶性循环恶性循环20CTCEmployee isMotivated员工士气高涨员工士气高涨Manager has more time经理有更多时间经理有更多时间Barriers To Training 培训的障碍培训的障碍Employee learnsnew skills员工学到了新技能员工学到了新技能New empl
14、oyeeenjoys role新员工工作很开心新员工工作很开心Employee feelsValued员工觉得值得员工觉得值得Employee takeson extra tasks员工承担额外的任务员工承担额外的任务I dont have timeNOT to train我不会没有时间去培训我不会没有时间去培训Employee worksUnsupervised员工不必在监管下工作员工不必在监管下工作VIRTUOUSCYCLE良性循环良性循环21CTCModule 3Identifying Learning Needs识别学习需求、培训需求分析识别学习需求、培训需求分析22CTCIdenti
15、fying Learning Needs 识别学习需求识别学习需求Objectives 目标目标State why it is important to identify learning needs.陈述识别学习需求的重要性Describe a learning need.描述一个学习需求Identify how skills,knowledge and attitude contribute to the learning need.识别如何让技巧、知识、态度为学习需求服务Recognise times when training is not the answer.识别无法用培训解决的需
16、求Describe the overall role of the Workplace Trainer.描述部门培训员的整体角色23CTCCommon Reasons for Training 普遍的培训原因普遍的培训原因Standard or performance drops 标准或表现下降标准或表现下降New SOPs 出台新的出台新的SOPNew employees 新员工新员工Promotions and transfers 升职或转职升职或转职Changes at work 工作中的变化工作中的变化Service standard has reduced 服务标准减少服务标准减少N
17、ew staff/on boarding 新员工入职新员工入职Career development 职业发展职业发展New rules,systems and procedures 新的规定、系统或流程新的规定、系统或流程Because we have the budget!因为我们有预算！因为我们有预算！思考题？思考题？我们酒店的各个部门目前在哪些情况下是已经做了培训的，哪些培训是有我们酒店的各个部门目前在哪些情况下是已经做了培训的，哪些培训是有待开展的？待开展的？24CTCTraining Vs Learning 培训培训VS学习学习Learning 学习学习Learning is to
18、gain knowledge,skill or attitude by study,experience or being taught.学习是通过研究、经验或被教授得到知识、技能或者态度。Training 培训培训To bring a person to a desired state or standard by instruction or practice.通过指导和实践，使人员的水平达到一个期望的高标准。25CTCPassionate工作热情Action Oriented执行力The Leadership Competency 领导能力领导能力Team Focused团队凝聚力Sav
19、vy理解力26CTCSkills 技能Knowledge 知识What Is Competency?什么是能力什么是能力Competence 能力Attitude 态度27CTCActual Performance 实际的表现Desired Performance 希望的表现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28CTCMeasurement Tools 衡量工具衡量工具 GSTS 客户满意度 ES 员工满意度 Profit 利润 Guest comments/feedback 客人意见反馈 Turnover stat
20、istics 员工流动数据 Accident reports 事故报告 Wastage 损耗 Low productivity 低产量29CTC Are all gaps solved by training?所有的差距都可以通过培训解决么？所有的差距都可以通过培训解决么？TRAINING VS NON TRAINING NEEDS培训需求培训需求VS 非培训需求非培训需求 What are some examples of non training needs?举几个非培训需求的例子举几个非培训需求的例子Training&Non Training Needs 培训需求以及非培训需求培训需求以
21、及非培训需求30CTCHow do we close the training gap?如何弥补培训差距如何弥补培训差距EXERCISE练习练习Lets look at one of your staff members and their training needs.让我们看看一个员工的培训需求调查表让我们看看一个员工的培训需求调查表The Role Of The Workplace Trainer 部门培训员的角色部门培训员的角色31CTC员工自我鉴定表员工自我鉴定表 酒店占绝大多数的都是普通员工，他们的工作能力高与低、工作表现好与坏，对酒店影响巨大。下面列出10个问题，以自测的形式考察
22、员工的工作水平。问问 题：题：1、你是否能为自己承担的工作发挥创造性？2、是否通过自学努力提高业务工作质量？3、是否发生过因接受工作指示方法方面的原因引起的失误？4、是否有因工作的请示报告不及时而让上级催促的情况？5、在工作过程中，当称自己处理不了时，是否及时向上级反映？6、是否有因擅自作主而影响合作的现象？7、能否在规定的期限内完成任务？8、能否在工作开始之前制定周密的计划，然后再开始工作？9、能否总结以往工作的经验教训，并体现到今后的工作中去？10、在酒店内外有无在工作上给你帮助的智囊人物？32CTC员工自我鉴定表员工自我鉴定表 判断标准：判断标准：如果10个问题总有6个以上回答是肯定的，
23、这说明你的表现不错，有积极的工作态度，掌握了工作必须的知识和技能；如果4个以上回答都是肯定的，这说明你欠缺有效工作的技能和方法，除了要调整自己的工作态度之外，建议参加与工作相关的培训，提高自己的工作能力。33CTCLeadershipCompetency领导能力PerformanceManagement绩效管理The Role Of The Workplace Trainer 部门培训员的角色部门培训员的角色IdentifyLearning Needs识别学习需求OngoingTraining持续培训OvercomingObstacles克服障碍WORKPLACETRAINER部门培训员部门培
24、训员34CTCModule 4Learning Process&Learning Cycle学习过程和学习链学习过程和学习链35CTCLearning Process&Cycle 学习过程和学习链学习过程和学习链Objectives 目标目标 Identify how and why people learn.识别人们是如何学习，为什么要学习。Recognise how you the trainer can help the learner to learn.指出你作为培训员是如何帮助学员学习的 Identify ways to overcome the barriers to learni
25、ng.识别克服学习障碍的方法36CTC20 Items Game 游戏游戏How does did you remember?你记的怎么样你记的怎么样What made it easier to remember?怎样更容易记忆怎样更容易记忆37CTC Auditory-“Tell me”听觉听觉”让我听让我听“Visual-“Show me”视觉视觉”让我看让我看“Kinesthetic-“Let me try”触觉触觉”让我做让我做“38CTCLearning Process 学习过程学习过程I Remember 我记得I Understand 我理解I Forget 我忘记I See 我
26、看I Do 我做I Hear 我听39CTCLeft Side 左边左边Verbal 口头的Analytical 分析的Process ideas sequentially 顺序思维Keeps track of time 追踪时间Step by Step 一步一步Highly organised 高效组织Makes lists 列清单Brain Dominance 大脑支配情况大脑支配情况Right Side 右边右边Visual 视觉的Intuitive直觉的Process ideas simultaneously同步思维No sense of time对时间无概念 See whole fi
27、rst先看整体Talk with your hands 肢体语言40CTCLearning Cycle 学习链学习链Learners are interested and motivated激发学员兴趣和动机Learners are given the opportunity toconsolidate learning提供机会让学员巩固所学Learners acquire information学员获取知识信息Learners develop understanding学员消化理解 知识信息Learners assimilate information学员吸收知识信息41CTCModule
28、5A Systematic Approach to Training系统的培训方法系统的培训方法42CTCOHP/3c P PREPARE 准备准备A ATTENTION 吸引注意力吸引注意力B BREAKDOWN 分步讲解分步讲解C CHECK 检查检查Structure of Training 培训的结构培训的结构43CTCA Systematic Approach to Training 系统的培训方法系统的培训方法Objectives 目标目标 Describe the component parts of a training session.描述培训的组成部分 Explain th
29、e benefits of having a structure.解释有结构的好处 Demonstrate the logical sequence in your 1st practice session.在第一次练习中展示逻辑顺序44CTCPreparation 准备准备What do you normally prepare when organising training?你组织培训的时候通常会准备什么？你组织培训的时候通常会准备什么？45CTCActivity 活动活动Logical Sequence of Training 培训的逻辑顺序培训的逻辑顺序Folding a napki
30、n 折口布折口布What are the steps!步骤是什么？步骤是什么？46CTCA Systematic Approach to Training 系统的培训方法系统的培训方法Learners are interested and motivated激发学员兴趣和动机Learners are given the opportunity toconsolidate learning提供机会让学员巩固所学Learners acquire information学员获取知识信息Learners develop understanding学员消化理解 知识信息Learners assimila
31、te information学员吸收知识信息ABC47CTCGaining Attention 吸引注意力吸引注意力What 内容Interest 兴趣Need需求48CTCBreakdown 分步讲解分步讲解Explanation 解释Questions 提问Demonstration 示范Stages 分成不同阶段Trainee Practice 学员练习Praise 表扬49CTCCheck 检查检查 Verbal check 口头检查 Practical check 技能操作检查 Praise 表扬 Link forward 联系下次课程50CTCModule 6Gaining Att
32、ention吸引注意力吸引注意力51CTCOHP/3c P PREPARE 准备准备A ATTENTION 吸引注意力吸引注意力B BREAKDOWN 分步讲解分步讲解C CHECK 检查检查Structure of Training 培训的结构培训的结构52CTCGaining Attention 吸引注意力吸引注意力Objectives 目标目标 Identify the 3 parts of the attention section.识别吸引注意力的三个部分 Write the“A”section for your training session 写出你培训课程的”A“部分53CTC
33、Gaining Attention 吸引注意力吸引注意力Satisfying unmet need 实现未能满足的需求Highlight end result 强调最终的结果Ice breaker 破冰Music 音乐Voice 声音Smell 嗅觉Games 游戏Gift 礼物Story 故事Case study 案例分析Real examples 真实的例子54CTCOHP/5a(ii)Gaining Attention 吸引注意力吸引注意力 W-What 内容内容 I-Interest 兴趣兴趣 N-Need 需求需求55CTCWhat?内容内容You need to be specif
34、ic what they are to learn 需要具体说明他们将学习的内容需要具体说明他们将学习的内容Specific 具体Performance/standard 表现/标准Conditions/time 条件/时间Think about examples in your department举一个部门里的例子举一个部门里的例子56CTCInterest 兴趣兴趣Creating a desire to learn to meet their unmet needs创造一个创造一个“实现未满足的需求实现未满足的需求”的意愿的意愿Background of topic 主题背景Finis
35、hed example 完成的例子Story about topic 关于主题的故事History 历史Joke 笑话Personal experience 个人经历分享Something topical 时事Questions 提问57CTCNeed 需求需求 What is the personal and professional benefit or reward for completing the training program当你完成培训时，当你完成培训时，”对个人对个人“或者或者”对工作对工作“的好处或奖励是什么？的好处或奖励是什么？What personal and pro
36、fessional benefits can you provide your staff?你能为你的员工提供什么你能为你的员工提供什么”对个人对个人“或或”对工作对工作“的益处的益处？58CTCNeed 需求需求 Job safety 工作安全 Enhance job satisfaction 提高工作满意度 Enhance team spirit 加强团队精神 Pride in the job 工作骄傲感 Opportunity for advancement 进步的机会 Status within the hotel 酒店内的地位形象 Reward/recognition 奖励/认可 C
37、onfidence,professionalism,proficiency 自信心，专业化，熟练程度59CTCModule 7Breakdown分步讲解分步讲解60CTCOHP/3c P PREPARE 准备准备A ATTENTION 吸引注意力吸引注意力B BREAKDOWN 分步讲解分步讲解C CHECK 检查检查Structure of Training 培训的结构培训的结构61CTCBreakdown 分步讲解分步讲解Objectives:目标目标 Identify what we mean by steps,standards and questions.识别计划开展培训时的步骤、标
38、准以及问题 Plan the“B”section of your training session计划你培训中的B 部分62CTCBreakdown 分步讲解分步讲解MAKE A GIN&TONIC 制作饮品（金酒及汤力水）制作饮品（金酒及汤力水）1 OF THE TASKS 任务之一任务之一JOB 工作工作DUTIES 职责职责TASKS 任务任务STEPS步骤步骤OHP/6b(I)BARMAN 酒吧服务员酒吧服务员PREPARE&SERVE DRINKS 准备饮品并服务准备饮品并服务THE JOB工作工作1 OF THE DUTIES 职责之一职责之一63CTCOHP/6a Task Br
39、eakdown 任务任务分步分步讲解讲解JOB:工作工作Barman 酒吧服务员酒吧服务员DUTIES:职责职责Stock a Bar 酒吧盘存酒吧盘存TASKS:任务任务Prepare Juices 准备果汁准备果汁STEPS:步骤步骤Collect bottles 收集瓶子收集瓶子Check expiry date 检查有效期检查有效期FIFO64CTCWhy Do We Breakdown The Task?为什么要分步讲解任务？为什么要分步讲解任务？So the trainee is clear about what they have to do.学员清楚了解要做什么 So we d
40、o not miss anything out.不会有遗漏 So we train on all key points.培训涉及到所有要点 So we do not make assumptions.不会主观臆断 So we think through our own skills to unlock the secrets we have so we are able to transfer these to our trainee.我们全盘回顾自己所掌握的技巧，毫无保留地教授给自己的学员65CTCOHP/6d Stages of a Training Session 培训的阶段培训的阶段R
41、EAKDOWN分步讲解分步讲解HECK检查检查TTENTION吸引注意力吸引注意力WINQuestions提问提问Explanations解释解释Demonstrations示范示范Trainee Practice学员技能练习学员技能练习Questions提问提问Explanations解释解释Demonstration示范示范Trainee Practice学员技能练习学员技能练习-Practical技能操作检查技能操作检查-Verbal口头检查口头检查2 Stages阶段1266CTCStages 阶段阶段 We need to deliver our training in approp
42、riate stages so it is at the right level.我们需要把培训内容分成合适的阶段进行 Too many stages and the training will be too easy.过多的阶段会使培训更加复杂 Too few stages and the trainee will become overloaded and forget.过少的阶段会使学员被步骤“超负荷”并容易遗忘67CTCModule 8Question Technique 提问技巧提问技巧68CTCQuestions Technique 提问技巧提问技巧Objectives:目标目标
43、Identify the types of questions you should ask.识别你提出的问题类型 Establish the number of questions you need in your session.确定你培训中需要的问题数量 Know how to handle answers.知道如何应对答案69CTCWhy Do We Ask Questions?为何提问？为何提问？Keeps the trainee interested and involved.激发学员的兴趣和参与 Helps the trainee learn.帮助学员学习 Makes the t
44、rainee think for themselves.让学员自行思考 Aides retention of information.更容易记住信息 Checks recall and understanding.检查记忆和理解70CTCOHP/7b Check prior knowledge Attention 检查以往知识-吸引注意力 Maintain interest Breakdown 保持兴趣-分步讲解 Involve trainee-Breakdown 让学员参与其中-分步讲解 Encourage trainee to reason things out for him/herse
45、lf Breakdown 鼓励学员自己找出如此操作的原因-分步讲解 Check recall of information and understanding Check 检查所学的内容和学员员理解情况-检查Where do we ask questions 何时需要提问？何时需要提问？71CTCOHP/7c What is the difference between a teaching and testing question?教学性问题及测试性问题的区别Provide examples of each 各举一例Teaching&Testing Questions教学性问题和测试性问题教
46、学性问题和测试性问题72CTCOHP/7c Some teaching to gain interest用教学性问题引起学员兴趣Some testing to check previous knowledge用测试性问题检查以往所学知识ABC Teaching questions to assist learning用教学性问题帮助学员学习Testing questions to check learning 用测试性问题检查学员学习情况Teaching&Testing Questions教学性问题和测试性问题教学性问题和测试性问题73CTCTypes Of Questions 问题类型问题类
47、型Open开放式问题开放式问题 Who 谁 What 什么 When 何时 Where 何地 How 如何 Why 为何Closed封闭式问题封闭式问题 Gain commitment 获得承诺74CTCOHP/7d Handling Answers 应对答案应对答案 Right answer 正确答案Praise and ask trainee to build on the answer 表扬并让学员就答案进一步扩展Partially right answer 部分正确答案Praise whats right,rephrase questions to help trainee figur
48、e out what was wrong 表扬正确部分，复述问题以帮助学员领悟错在哪里Wrong answer 错误答案Rephrase the question 复述问题No answer 无答案 Simplify or rephrase the question 使问题简明化或复述问题75CTCModule 9Check 检查检查76CTCOHP/3c P PREPARE准备准备A ATTENTION吸引注意力吸引注意力B BREAKDOWN分布讲解分布讲解C CHECK检查检查Structure of Training 培训的结构培训的结构77CTCOHP/8a Check Sectio
49、n 检查部分检查部分Objectives目标目标Explain why it is important to check understanding of the trainee 解释为什么检查学员的理解很重要 Prepare the“C”section for your training session 为自己的培训课程准备C部分78CTCOHP/8a Check Section 检查部分检查部分 VERBAL VS PRACTICAL 口头检查与技能操作检查口头检查与技能操作检查Which do you do first and why?先进行哪个？为什么？先进行哪个？为什么？79CTCO
50、HP/8b Logical 逻辑性逻辑性 No New Learning(WHY?)不涉及新知识不涉及新知识 Key Points 检查要点检查要点 Check Recall and Understanding 检查记忆和理解检查记忆和理解 Question for Each Standard 每个标准对应的问题每个标准对应的问题 Ask Trainee If They Have Any Questions 询问学员是否还有其他的问题询问学员是否还有其他的问题Verbal Check 口头检查口头检查80CTCOHP/8c Practical Check 技能操作检查技能操作检查 Watch
