IHG技能培訓認證ppt課件(PPT 77頁)

1、Craft TrainersCertificate 技能培訓認證第1頁，共77頁。Introduction導言Why you have been selected to attend this program?為什么你會被選擇來參加這個培訓？What you want to learn throughout the program to help you to be a better trainer?在這個培訓中，你想通過學習哪些知識使你成為一個更優(yōu)秀的培訓員？3. What training you will be expected to carry out when you return

2、to your department?當你回到部門后，你將會實施哪些培訓？ 2Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第2頁，共77頁。Need需求Effective training skills are essential for all supervisors and managers.著實有效的培訓技能是所有主管和經理的必要素質之一。3Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第3頁，共77頁。The

3、Employee Lifecycle 員工的職業(yè)周期5. Assessment - Training and Development:評估-培訓和發(fā)展DHs with potential to move into GM positions, will attend assessmentand development programs.有可能成為總經理的部門主管會很留心計劃的評估和發(fā)展 4. Performance Management:績效管理This is targeted at those who must manage other employees. They have to be c

4、ompetent in coaching, disciplining etc.主要針對于那些管理者他們必須有管理和督導等等的能力6. Succession Planning:繼任計劃Setting and achieving goals to moveon to the next step in their career.設置和完成目標從而進行下一步。2. Communicating ExpectationsTo Employees: 將期望傳達給員工Send out the right messages to allnew employees.向所有新員工傳遞正確的信息Preparing T

5、he Organization組織框架的準備:Ensuring management is competentin all aspects of bringing new staffinto the hotel.確保通過管理可以很好的使新員工融入酒店3. Building Capability Trainingand Development:塑造能力-培訓和發(fā)展By assessing on the job needs wecan assess further training the staffmay require.通過評估工作需求，我們可以評估下一步的培訓需求。4Copyright 20

6、06, InterContinental Hotels Group. All Rights Reserved.第4頁，共77頁。Range范圍Program Outline培訓綱要Day 1:Introduction導言Benefits of training培訓的益處Identifying learning needs識別學習需求Organising the training content組織培訓內容First practice session第一次練習Learning preferences學習偏好5Copyright 2006, InterContinental Hotels Grou

7、p. All Rights Reserved.第5頁，共77頁。Range范圍Program Outline培訓綱要Day 2:Gaining attention吸引注意力Breakdown分步講解Questions問題Check檢查Second practice session第二次練習Corrective coaching糾正指導Training systems and resources培訓體系及資源6Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第6頁，共77頁。Range范圍Program Out

8、line培訓綱要Day 3: (Optional may be conducted back in the workplace.可選-或可在實際培訓中進行)Third practice session第三次練習Assessment評估7Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第7頁，共77頁。DomesticsBreaks休息Smoking吸煙Bathrooms洗手間Emergency procedures緊急情況Workbooks講義Feel free to utilize these in the

9、 way that suits you best.可以適合你的任何方式使用它。Lots of fun!享受你的培訓！8Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第8頁，共77頁。Objectives目標Identify Training & Development requirements for team members in your department.識別你的團隊成員的培訓和發(fā)展要求。Design and carry out a short piece of on-the-job traini

10、ng to meet these needs.設計和實施一個簡短的培訓來迎合這些需求。Evaluate the effectiveness of the training.評估培訓的效果。Develop opportunities to build organizational capability for the future.為將來塑造組織能力創(chuàng)造機會。Coach team members in the development of their skills.指導團隊成員發(fā)展他們的技能。Carry out corrective coaching to ensure the standard

11、s are maintained.進行糾正指導確保工作標準的實施。Choose training resources and systems to support your departments training.選擇培訓資源和系統(tǒng)來支持你們的部門培訓。9Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第9頁，共77頁。Module 2第二章Benefits Of Training培訓的益處第10頁，共77頁。Benefits Of Training培訓的益處Objectives目標Establish a

12、definition of training.確定培訓的定義。Explain who benefits from training and what the specific benefits are.解釋誰會從培訓中得益和得到了哪些益處。Describe some of the barriers that prevent us from training.簡述一些阻礙我們進行培訓的困難。11Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第11頁，共77頁。What Is Training?什么是培訓？To

13、 bring a person to a desired state or standard through instruction or practice.通過指導和練習使之達到期望的狀態(tài)或標準。12Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第12頁，共77頁。What Type Of Employees Need Training?哪些員工需要培訓？New employees (On Boarding).新員工（剛入職）。Transferring to another department (New

14、 knowledge).調至另一部門（新知識）。Promotion (New knowledge).提升（新知識）。When standards have dropped (Corrective).無法達到工作標準（糾正）。13Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第13頁，共77頁。Who Benefits From Training?誰從培訓中受益？Trainees/Employees員工Trainers/Supervisors培訓員/主管Guest顧客Hotel酒店14Copyright 20

15、06, InterContinental Hotels Group. All Rights Reserved.第14頁，共77頁。Who Benefits From Training?誰從培訓中受益？Trainees/Employees員工Increased job satisfaction.提高工作滿意度。Greater safety.工作安全。Work more efficiently.提高效率。Career advancement.職業(yè)發(fā)展。Greater confidence.提高自信。15Copyright 2006, InterContinental Hotels Group. A

16、ll Rights Reserved.第15頁，共77頁。Who Benefits From Training?誰從培訓中受益？Trainer/Supervisor培訓員/主管Delegate more tasks.委派更多的任務。Less complaints.更少的抱怨。Increases team morale.提高團隊士氣。Less time spent checking on employees.節(jié)省檢查員工的時間。16Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第16頁，共77頁。Who Be

17、nefits From Training?誰從培訓中受益？Guest客人Efficient service.高效的服務。Value for money.物有所值。No cause for complaint.沒有抱怨的理由。Consistent service.獲得始終如一的服務。17Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第17頁，共77頁。Who Benefits From Training?誰從培訓中受益？Hotel酒店Consistent standards.始終如一的服務標準。Improve

18、d productivity.提高生產力。Increased retention.減少人員流失。Increased morale.提高士氣。Less complaints.減少抱怨。Increased revenue.增加收入。18Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第18頁，共77頁。Team have todo more work大量的工作Recruit newEmployee招聘新員工Barriers To Training 培訓障礙They do thingsWrong做錯事New emp

19、loyeegets thrown in新員工入職Employee feelsDemotivated員工沒有動力Team getsDemotivated團隊沒有動力I dont havetime to train沒時間EmployeeLeaves員工離職VICIOUSCYCLE惡性循環(huán)19Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第19頁，共77頁。Employee isMotivated員工有動力Manager has more time經理有更多的時間Barriers To Training培訓障礙E

20、mployee learnsnew skills員工學到新技能New employeeenjoys role新員工遵守規(guī)則Employee feelsValued員工感覺到很受用Employee takeson extra tasks員工接受額外工作I dont have timeNOT to train我有足夠的培訓時間Employee worksUnsupervised員工工作無須監(jiān)督VIRTUOUSCYCLE良性循環(huán)20Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第20頁，共77頁。Module 3

21、第三章Identifying LearningNeeds識別培訓需求第21頁，共77頁。Identifying Learning Needs確定培訓需求Objectives目標State why it is important to identify learning needs.陳述為什么識別學習需求很重要？Describe a learning need.描述學習需求。Identify how skills, knowledge and attitude contribute to the learning need.認識到技能、知識和態(tài)度如何有助于學習需求Recognise times

22、when training is not the answer.當培訓不是解決辦法的時候要注意分別。Describe the overall role of the Workplace Trainer.描述工作場所培訓者的全面職能。22Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第22頁，共77頁。Learning學習Learning is to gain knowledge or skill by study, experience or being taught.指通過研究、體驗或被教育而獲得知識或技

23、能。Training培訓To bring a person to a desired state or standard by instruction or practice.通過指導和練習使之達到期望的狀態(tài)或標準。23Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第23頁，共77頁。Training VS LearningTraining is what you do as the trainer.Learning is what the trainee does.24Copyright 2006, In

24、terContinental Hotels Group. All Rights Reserved.第24頁，共77頁。Actual Performance實際表現Desired Performance期望表現What Is A Learning Need?什么是學習需求？Learning Need學習需求25Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第25頁，共77頁。Skills技能Knowledge知識What Is Competency?什么是能力？Competent能力Attitude態(tài)度26C

25、opyright 2006, InterContinental Hotels Group. All Rights Reserved.第26頁，共77頁。Passionate熱情Action Oriented行動導向The Leadership Brand Framework領導力品牌的架構Team Focused團隊關注Savvy理解能力27Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第27頁，共77頁。Measurement Tools測量工具GSTS (Guest satisfaction Test

26、System)ES (Employee Survey)Profit收益Guest comments/feedback顧客的意見/反饋Turnover statistics人員流動統(tǒng)計Accident reports事故報告Wastage損耗Low productivity低下的生產力28Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第28頁，共77頁。LeadershipBrandCompetenciesPerformanceManagement績效管理The Role Of The Workplace T

27、rainer工作場所培訓者的職能IdentifyLearningNeeds確定培訓需求OngoingTraining進行培訓OvercomingObstacles克服障礙WORKPLACETRAINER29Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第29頁，共77頁。Module 4第四章Organising The Training Content組織培訓內容第30頁，共77頁。Organising The Training Content組織培訓內容Objectives目標Describe the

28、component parts of a training session.描述培訓過程的組成部分。Explain the benefits of having a structure.解釋擁有完整結構的好處。Demonstrate the logical sequence in your 1st practice session.在你的第一次練習中展示你的邏輯順序。31Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第31頁，共77頁。Preparation準備Trainee學員Goals and outc

29、omes目標和成果Performance standards執(zhí)行標準Skills gaps技能差距Training Requirements培訓條件Venue (Space)場地Resources / Materials材料Length of session (Time allocated for trainee and trainer)時間Training Session Plan培訓計劃Remember “Failing to plan is planning to fail!” 32Copyright 2006, InterContinental Hotels Group. All Ri

30、ghts Reserved.第32頁，共77頁。Gaining Attention吸引注意力What 主題Interest 興趣Need 需求33Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第33頁，共77頁。Breakdown分步講解Explanation解釋Questions問題Demonstration示范Stages分步Trainee Practice學員練習Praise表揚34Copyright 2006, InterContinental Hotels Group. All Rights Re

31、served.第34頁，共77頁。CheckVerbal check口頭檢查Practical check實踐檢查Praise表揚Link forward繼續(xù)延伸35Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第35頁，共77頁。First PracticalSession第一次練習第36頁，共77頁。Module 5第五章Learning Preferences學習偏好第37頁，共77頁。Learning Preferences學習偏好Objectives目標Identify how and why p

32、eople learn.為什么人們要學習，如何學習Recognise how you the trainer can help the learner to learn.學會作為培訓員如何幫助你的學員去學習。Identify ways to overcome the barriers to learning.認識跨越學習障礙的方法。38Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第38頁，共77頁。Learning Preferences學習偏好I Remember 記住I Understand 理解I

33、Forget 忘記I See 看I Do 做I Hear 聽39Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第39頁，共77頁。Left Side左半球Verbal語言Analytical分析Process ideas sequentially間接想法的產生(思考后得出的) Keeps track of time注重時間Step by Step按部就班Highly organised高度的組織能力Makes lists有條理Brain Dominance大腦的控制Right Side右半球Visual視覺

34、Intuitive直覺Process ideas simultaneously形成直接想法No sense of time 沒有時間觀念See whole first會先看到整體Talk with your hands動手能力40Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第40頁，共77頁。VAK Styles VAK類型Visual - “Show me”視覺類型These communicators and learners tend to see things in their minds and

35、 use images. They prefer to learning from reading, note taking and diagrams.Auditory - “Tell me”聽覺類型These communicators and learners tend to listen and talk. They prefer to learn from lectures, talks and audio tapes.Kinaesthetic - “Let me try”觸覺類型These communicators and learners tend to use movement

36、 and action. They prefer to learn by writing, acting out, pacing and gestures.41Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第41頁，共77頁。Module 6第六章Gaining Attention吸引注意力第42頁，共77頁。Gaining Attention吸引注意力Objectives目標Identify the 3 parts of the attention section.認識吸引注意力的三個部分。Write t

37、he “A” section for your training session this afternoon. 在今天下午寫出你的培訓提綱的”A” 部分。43Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第43頁，共77頁。What?Specific 具體44Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第44頁，共77頁。Interest培訓什么？Background of topic話題背景Finished exa

38、mple實例/樣品Story about topic故事(與主題有關的)History歷史Joke笑話Personal experience個人經驗Something topical一些有關的話題Questions問題45Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第45頁，共77頁。NeedJob safety安全Enhance job satisfaction提高工作滿意度Enhance team spirit增強合作精神Pride in the job以工作為傲Opportunity for adv

39、ancement更好的發(fā)展機會Status within the hotel在酒店中的地位Reward/recognition獎勵/贊揚Confidence, professionalism, proficiency 自信、專業(yè)、熟練46Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第46頁，共77頁。Module 7第七章Breakdown分步講解第47頁，共77頁。Breakdown分步講解Objectives目標:Identify what we mean by steps, standards an

40、d questions.通過步驟.標準和問題來確定你要表達的意思Plan the “B” section of your training session for this afternoon.在今天下午寫出你的培訓計劃的”B”部分。48Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第48頁，共77頁。Why Do We Breakdown The Task?為什么要分步進行？So the trainee is clear about what they have to do.學員會清楚要做什么。So we

41、 do not miss anything out.我們不會遺漏內容。So we train on all key points.所有的重點都可涵蓋So we do not make assumptions.不用做假設So we think through our own skills to unlock the secrets we have so we are able to transfer these to our trainee. 更好的傳遞知識。49Copyright 2006, InterContinental Hotels Group. All Rights Reserved.

42、第49頁，共77頁。Stages進程We need to deliver our training in appropriate stages so it is at the right level.我們需要以適當的步驟來做我們的培訓,以至與他會在一個正確的水平Too many stages and the training will be too easy.步驟越多,培訓越簡單Too few stages and the trainee will become overloaded and forget.步驟越少,培訓會變的越有負擔甚至被遺忘50Copyright 2006, InterCo

43、ntinental Hotels Group. All Rights Reserved.第50頁，共77頁。Module 8第八章Questions問題第51頁，共77頁。Questions問題Objectives目標:Identify the types of questions you should ask.認識問題的種類。Establish the number of questions you need in your session.設定你培訓中所需要的問題。Know how to handle answers.學會如何處理問題。52Copyright 2006, InterCont

44、inental Hotels Group. All Rights Reserved.第52頁，共77頁。Why Do We Ask Questions?為什么要問問題？Keeps the trainee interested and involved.使學員感興趣和融入其中。Helps the trainee learn.幫助學員學習。Makes the trainee think for themselves.使學員思考。Aides retention of information.有助于接受信息Checks recall and understanding.檢查記憶和理解。53Copyri

45、ght 2006, InterContinental Hotels Group. All Rights Reserved.第53頁，共77頁。Types Of Questions問題類型Open開放式 5個W,1個HWho 誰What 什么When 何時Where 何地How 如何Why 為什么Closed封閉式問題Gain commitment取得承諾/承認54Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第54頁，共77頁。Winning WaysDo the right thing/做對的事Show

46、we care/體現關愛Aim higher/追求卓越Celebrate difference/求同存異Work better together/協(xié)作共贏55Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第55頁，共77頁。Module 9第九章Check檢查第56頁，共77頁。Check檢查Objectives目標:Establish why it is important to check the effectiveness of our training.認識為什么檢查培訓的效果很重要。Complet

47、e the “C” section of our training session.完成你的培訓的”C” 部分。57Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第57頁，共77頁。Benefits Of Checking檢查的益處Ensures that we have achieved our objectives as trainers.確定我們達到了培訓目的。Ensures that the trainee is confident in applying the new skills.確定學員是否

48、可以自信的應用新技能。58Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第58頁，共77頁。Verbal Check口頭檢查This is the first check.最初的檢查。Ensure trainee understands before putting new skills into practice.確認學員在實際操作的前理解學到的新技能。Use open questions to check.使用開放式問題進行檢查。59Copyright 2006, InterContinental Ho

49、tels Group. All Rights Reserved.第59頁，共77頁。Practical Check操作檢查Your objective is that the trainees should be able to complete the task you taught them.你的目的是學員可以按照你所教的內容完成實踐任務。The “Whole” task should be completed by the trainee in front of the trainer without any aides.學員應在沒有任何提示和幫助的前提下，當面完成所有實踐的任務。60C

50、opyright 2006, InterContinental Hotels Group. All Rights Reserved.第60頁，共77頁。Module 10第十章Corrective Coaching糾正指導第61頁，共77頁。Corrective Coaching糾正指導Objectives目標:Recognise standards and why they fall.確認標準和為什么他們不符合標準。Establish the definition of corrective coaching.確定糾正指導的定義。Identify the skills and qualiti

51、es of a good coach.好的糾正執(zhí)導的技巧和質量。Establish the principles of corrective coaching.確定糾正指導的原則。Provide specific and constructive feedback when results are not up to expectations.當不符合期望值時給予詳細的說明和建設性的意見。62Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第62頁，共77頁。Why might an employees pe

52、rformance fall below standard?為什么員工的表現會達不到標準？Trainee has forgotten.忘了。Cutting corners.為了省事。Using wrong equipment/materials/ingredients.使用了錯誤的設備/材料Broken/missing equipment.設備損壞/缺失Lapse in concentration.注意力不集中Inadequate performance in the first place.第一次不適應。Sickness.生病。Tiredness.疲憊。Short staffing.缺人手。

53、Poor supervision.缺乏管理。63Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第63頁，共77頁。What Is Corrective Coaching?什么是糾正指導？Demonstrating, explaining or questioning to remind an individual of the correct way to undertake a task.通過示范、解釋或提問來提醒使之按照正確的方法完成任務。64Copyright 2006, InterContinent

54、al Hotels Group. All Rights Reserved.第64頁，共77頁。The Feedback Sandwich反饋三明治Identify the fault指出錯誤Follow up跟進Praise表揚Encourage correctStandard鼓勵65Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第65頁，共77頁。How Can We Demonstrate Our Core Values?如何示范我們的核心價值觀Ensuring that you are spendin

55、g sufficient time with the trainee. 確保你對學員花出了足夠的時間。Taking them away from other team members to correct their performance.如果要糾正他們的行為,請將他們帶出團隊單獨進行(不要在隊員面前糾正他的行為)Being patient and understanding if they dont grasp the task straight away.如果學員不能馬上掌握，要有耐心和善于諒解。66Copyright 2006, InterContinental Hotels Grou

56、p. All Rights Reserved.第66頁，共77頁。Second PracticalSession第二次練習第67頁，共77頁。Module 11第十一章Training SystemsAnd Resources培訓系統(tǒng)和資源第68頁，共77頁。Training Systems And Resources培訓系統(tǒng)和資源Objectives目標:Identify the training systems and resources in our hotel.認識酒店的培訓系統(tǒng)和資源。Consider other issues that the Workplace Trainer m

57、ay need to take into account.考慮在工作場所可能會發(fā)生的其他問題。Understand the system in place for reviewing performance.了解培訓系統(tǒng)在適當的地點回顧表現。Understand our standard operating procedures.了解我們的服務操作標準。Support your team members in building departmental training & development plans 幫助支持你的隊員塑造部門培訓和發(fā)展計劃69Copyright 2006, InterContinental Hotels Group. All Rights Reserved.第69頁，共77頁。What Is Your Role In On Boarding?參與培訓時你的角色和職能Providing initial training plan for new employees.向新員工提供最初的培訓計劃。Training new employees through the Workplace Trainers Certifica