IHG技能培訓(xùn)認(rèn)證

CraftTrainer'sCertificate

技能培訓(xùn)認(rèn)證整理課件Introduction導(dǎo)言Whyyouhavebeenselectedtoattendthisprogram?為什么你會(huì)被選擇來(lái)參加這個(gè)培訓(xùn)？Whatyouwanttolearnthroughouttheprogramtohelpyoutobeabettertrainer?在這個(gè)培訓(xùn)中，你想通過(guò)學(xué)習(xí)哪些知識(shí)使你成為一個(gè)更優(yōu)秀的培訓(xùn)員？3.Whattrainingyouwillbeexpectedtocarryoutwhenyoureturntoyourdepartment?當(dāng)你回到部門(mén)后，你將會(huì)實(shí)施哪些培訓(xùn)？2整理課件Need需求Effectivetrainingskillsareessentialforallsupervisorsandmanagers.著實(shí)有效的培訓(xùn)技能是所有主管和經(jīng)理的必要素質(zhì)之一。3整理課件TheEmployeeLifecycle

員工的職業(yè)周期5.Assessment-TrainingandDevelopment:評(píng)估-培訓(xùn)和開(kāi)展DH’swithpotentialtomoveintoGMpositions,willattendassessmentanddevelopmentprograms.有可能成為總經(jīng)理的部門(mén)主管會(huì)很留心方案的評(píng)估和開(kāi)展4.PerformanceManagement:績(jī)效管理Thisistargetedatthosewhomustmanageotheremployees.Theyhavetobecompetentincoaching,discipliningetc.主要針對(duì)于那些管理者他們必須有管理和督導(dǎo)等等的能力6.SuccessionPlanning:繼任方案Settingandachievinggoalstomoveontothenextstepintheircareer.設(shè)置和完成目標(biāo)從而進(jìn)行下一步。2.CommunicatingExpectationsToEmployees:

將期望傳達(dá)給員工Sendouttherightmessagestoallnewemployees.向所有新員工傳遞正確的信息PreparingTheOrganization組織框架的準(zhǔn)備:Ensuringmanagementiscompetentinallaspectsofbringingnewstaffintothehotel.確保通過(guò)管理可以很好的使新員工融入酒店3.BuildingCapability–TrainingandDevelopment:塑造能力-培訓(xùn)和開(kāi)展Byassessingonthejobneedswecanassessfurthertrainingthestaffmayrequire.通過(guò)評(píng)估工作需求，我們可以評(píng)估下一步的培訓(xùn)需求。4整理課件Range范圍ProgramOutline培訓(xùn)綱要Day1:Introduction導(dǎo)言Benefitsoftraining培訓(xùn)的益處Identifyinglearningneeds識(shí)別學(xué)習(xí)需求Organisingthetrainingcontent組織培訓(xùn)內(nèi)容Firstpracticesession第一次練習(xí)Learningpreferences學(xué)習(xí)偏好5整理課件Range范圍ProgramOutline培訓(xùn)綱要Day2:Gainingattention吸引注意力Breakdown分步講解Questions問(wèn)題Check檢查Secondpracticesession第二次練習(xí)Correctivecoaching糾正指導(dǎo)Trainingsystemsandresources培訓(xùn)體系及資源6整理課件Range范圍ProgramOutline培訓(xùn)綱要Day3:(Optional–maybeconductedbackintheworkplace.可選-或可在實(shí)際培訓(xùn)中進(jìn)行)Thirdpracticesession第三次練習(xí)Assessment評(píng)估7整理課件DomesticsBreaks休息Smoking吸煙Bathrooms洗手間Emergencyprocedures緊急情況Workbooks講義Feelfreetoutilizetheseinthewaythatsuitsyoubest.

可以適合你的任何方式使用它。Lotsoffun!享受你的培訓(xùn)！8整理課件Objectives目標(biāo)IdentifyTraining&Developmentrequirementsforteammembersinyourdepartment.識(shí)別你的團(tuán)隊(duì)成員的培訓(xùn)和開(kāi)展要求。Designandcarryoutashortpieceofon-the-jobtrainingtomeettheseneeds.設(shè)計(jì)和實(shí)施一個(gè)簡(jiǎn)短的培訓(xùn)來(lái)迎合這些需求。Evaluatetheeffectivenessofthetraining.評(píng)估培訓(xùn)的效果。Developopportunitiestobuildorganizationalcapabilityforthefuture.為將來(lái)塑造組織能力創(chuàng)造時(shí)機(jī)。Coachteammembersinthedevelopmentoftheirskills.指導(dǎo)團(tuán)隊(duì)成員開(kāi)展他們的技能。Carryoutcorrectivecoachingtoensurethestandardsaremaintained.進(jìn)行糾正指導(dǎo)確保工作標(biāo)準(zhǔn)的實(shí)施。Choosetrainingresourcesandsystemstosupportyourdepartment’straining.選擇培訓(xùn)資源和系統(tǒng)來(lái)支持你們的部門(mén)培訓(xùn)。9整理課件Module2第二章BenefitsOfTraining培訓(xùn)的益處整理課件BenefitsOfTraining培訓(xùn)的益處Objectives目標(biāo)Establishadefinitionoftraining.確定培訓(xùn)的定義。Explainwhobenefitsfromtrainingandwhatthespecificbenefitsare.解釋誰(shuí)會(huì)從培訓(xùn)中得益和得到了哪些益處。Describesomeofthebarriersthatpreventusfromtraining.簡(jiǎn)述一些阻礙我們進(jìn)行培訓(xùn)的困難。11整理課件WhatIsTraining?什么是培訓(xùn)？Tobringapersontoadesiredstateorstandardthroughinstructionorpractice.通過(guò)指導(dǎo)和練習(xí)使之到達(dá)期望的狀態(tài)或標(biāo)準(zhǔn)。12整理課件WhatTypeOfEmployeesNeedTraining?哪些員工需要培訓(xùn)？Newemployees(OnBoarding).新員工〔剛?cè)肼殹?。Transferringtoanotherdepartment(Newknowledge).調(diào)至另一部門(mén)〔新知識(shí)〕。Promotion(Newknowledge).提升〔新知識(shí)〕。Whenstandardshavedropped(Corrective).無(wú)法到達(dá)工作標(biāo)準(zhǔn)〔糾正〕。13整理課件WhoBenefitsFromTraining?誰(shuí)從培訓(xùn)中受益？Trainees/Employees員工Trainers/Supervisors培訓(xùn)員/主管Guest顧客Hotel酒店14整理課件WhoBenefitsFromTraining?誰(shuí)從培訓(xùn)中受益？Trainees/Employees員工Increasedjobsatisfaction.提高工作滿(mǎn)意度。Greatersafety.工作平安。Workmoreefficiently.提高效率。Careeradvancement.職業(yè)開(kāi)展。Greaterconfidence.提高自信。15整理課件WhoBenefitsFromTraining?誰(shuí)從培訓(xùn)中受益？Trainer/Supervisor培訓(xùn)員/主管Delegatemoretasks.委派更多的任務(wù)。Lesscomplaints.更少的抱怨。Increasesteammorale.提高團(tuán)隊(duì)士氣。Lesstimespentcheckingonemployees.節(jié)省檢查員工的時(shí)間。16整理課件WhoBenefitsFromTraining?誰(shuí)從培訓(xùn)中受益？Guest客人Efficientservice.高效的效勞。Valueformoney.物有所值。Nocauseforcomplaint.沒(méi)有抱怨的理由。Consistentservice.獲得始終如一的效勞。17整理課件WhoBenefitsFromTraining?誰(shuí)從培訓(xùn)中受益？Hotel酒店Consistentstandards.始終如一的效勞標(biāo)準(zhǔn)。Improvedproductivity.提高生產(chǎn)力。Increasedretention.減少人員流失。Increasedmorale.提高士氣。Lesscomplaints.減少抱怨。Increasedrevenue.增加收入。18整理課件Teamhavetodomorework大量的工作RecruitnewEmployee招聘新員工BarriersToTraining

培訓(xùn)障礙TheydothingsWrong做錯(cuò)事Newemployeegetsthrownin新員工入職EmployeefeelsDemotivated員工沒(méi)有動(dòng)力TeamgetsDemotivated團(tuán)隊(duì)沒(méi)有動(dòng)力Idon’thavetimetotrain沒(méi)時(shí)間EmployeeLeaves員工離職VICIOUS

CYCLE惡性循環(huán)19整理課件EmployeeisMotivated員工有動(dòng)力Managerhasmoretime經(jīng)理有更多的時(shí)間BarriersToTraining培訓(xùn)障礙Employeelearnsnewskills員工學(xué)到新技能Newemployeeenjoysrole新員工遵守規(guī)那么EmployeefeelsValued員工感覺(jué)到很受用Employeetakesonextratasks員工接受額外工作Idon’thavetimeNOTtotrain我有足夠的培訓(xùn)時(shí)間EmployeeworksUnsupervised員工工作無(wú)須監(jiān)督VIRTUOUSCYCLE良性循環(huán)20整理課件Module3第三章IdentifyingLearningNeeds識(shí)別培訓(xùn)需求整理課件IdentifyingLearningNeeds確定培訓(xùn)需求Objectives目標(biāo)Statewhyitisimportanttoidentifylearningneeds.陳述為什么識(shí)別學(xué)習(xí)需求很重要？Describealearningneed.描述學(xué)習(xí)需求。Identifyhowskills,knowledgeandattitudecontributetothelearningneed.認(rèn)識(shí)到技能、知識(shí)和態(tài)度如何有助于學(xué)習(xí)需求Recognisetimeswhentrainingisnottheanswer.當(dāng)培訓(xùn)不是解決方法的時(shí)候要注意分別。DescribetheoverallroleoftheWorkplaceTrainer.描述工作場(chǎng)所培訓(xùn)者的全面職能。22整理課件Learning學(xué)習(xí)Learningistogainknowledgeorskillbystudy,experienceorbeingtaught.指通過(guò)研究、體驗(yàn)或被教育而獲得知識(shí)或技能。Training培訓(xùn)Tobringapersontoadesiredstateorstandardbyinstructionorpractice.通過(guò)指導(dǎo)和練習(xí)使之到達(dá)期望的狀態(tài)或標(biāo)準(zhǔn)。23整理課件TrainingVS

LearningTrainingiswhatyoudoasthetrainer.Learningiswhatthetraineedoes.24整理課件ActualPerformance實(shí)際表現(xiàn)DesiredPerformance期望表現(xiàn)WhatIsALearningNeed?什么是學(xué)習(xí)需求？LearningNeed學(xué)習(xí)需求25整理課件Skills技能Knowledge知識(shí)WhatIsCompetency?什么是能力？Competent能力Attitude態(tài)度26整理課件Passionate熱情ActionOriented行動(dòng)導(dǎo)向TheLeadershipBrandFramework領(lǐng)導(dǎo)力品牌的架構(gòu)TeamFocused團(tuán)隊(duì)關(guān)注Savvy理解能力27整理課件MeasurementTools測(cè)量工具GSTS(GuestsatisfactionTestSystem)ES(EmployeeSurvey)Profit收益Guestcomments/feedback顧客的意見(jiàn)/反響Turnoverstatistics人員流動(dòng)統(tǒng)計(jì)Accidentreports事故報(bào)告Wastage損耗Lowproductivity低下的生產(chǎn)力28整理課件LeadershipBrandCompetenciesPerformanceManagement績(jī)效管理TheRoleOfTheWorkplaceTrainer工作場(chǎng)所培訓(xùn)者的職能IdentifyLearningNeeds確定培訓(xùn)需求OngoingTraining進(jìn)行培訓(xùn)OvercomingObstacles克服障礙WORKPLACETRAINER29整理課件Module4第四章OrganisingTheTrainingContent組織培訓(xùn)內(nèi)容整理課件OrganisingTheTrainingContent組織培訓(xùn)內(nèi)容Objectives目標(biāo)Describethecomponentpartsofatrainingsession.描述培訓(xùn)過(guò)程的組成局部。Explainthebenefitsofhavingastructure.解釋擁有完整結(jié)構(gòu)的好處。Demonstratethelogicalsequenceinyour1stpracticesession.在你的第一次練習(xí)中展示你的邏輯順序。31整理課件Preparation準(zhǔn)備Trainee學(xué)員Goalsandoutcomes目標(biāo)和成果Performancestandards執(zhí)行標(biāo)準(zhǔn)Skillsgaps技能差距TrainingRequirements培訓(xùn)條件Venue(Space)場(chǎng)地Resources/Materials材料Lengthofsession(Timeallocatedfortraineeandtrainer)時(shí)間TrainingSessionPlan培訓(xùn)方案Remember…“Failingtoplanisplanningtofail!〞32整理課件GainingAttention吸引注意力What主題Interest興趣Need需求33整理課件Breakdown分步講解Explanation解釋Questions問(wèn)題Demonstration示范Stages分步TraineePractice學(xué)員練習(xí)Praise表?yè)P(yáng)34整理課件CheckVerbalcheck口頭檢查Practicalcheck實(shí)踐檢查Praise表?yè)P(yáng)Linkforward繼續(xù)延伸35整理課件FirstPracticalSession第一次練習(xí)整理課件Module5第五章LearningPreferences學(xué)習(xí)偏好整理課件LearningPreferences學(xué)習(xí)偏好Objectives目標(biāo)Identifyhowandwhypeoplelearn.為什么人們要學(xué)習(xí)，如何學(xué)習(xí)Recognisehowyouthetrainercanhelpthelearnertolearn.學(xué)會(huì)作為培訓(xùn)員如何幫助你的學(xué)員去學(xué)習(xí)。Identifywaystoovercomethebarrierstolearning.認(rèn)識(shí)跨越學(xué)習(xí)障礙的方法。38整理課件LearningPreferences學(xué)習(xí)偏好IRemember記住IUnderstand理解IForget忘記ISee看IDo做IHear聽(tīng)39整理課件LeftSide左半球Verbal語(yǔ)言Analytical分析Processideassequentially間接想法的產(chǎn)生(思考后得出的)Keepstrackoftime注重時(shí)間StepbyStep按部就班Highlyorganised高度的組織能力Makeslists有條理BrainDominance大腦的控制RightSide右半球Visual視覺(jué)Intuitive直覺(jué)Processideassimultaneously形成直接想法Nosenseoftime沒(méi)有時(shí)間觀念Seewholefirst會(huì)先看到整體Talkwithyourhands動(dòng)手能力40整理課件VAKStylesVAK類(lèi)型Visual-“Showme〞視覺(jué)類(lèi)型Thesecommunicatorsandlearnerstendtoseethingsintheirmindsanduseimages.Theyprefertolearningfromreading,notetakinganddiagrams.Auditory-“Tellme〞聽(tīng)覺(jué)類(lèi)型Thesecommunicatorsandlearnerstendtolistenandtalk.Theyprefertolearnfromlectures,talksandaudiotapes.Kinaesthetic-“Letmetry〞觸覺(jué)類(lèi)型Thesecommunicatorsandlearnerstendtousemovementandaction.Theyprefertolearnbywriting,actingout,pacingandgestures.41整理課件Module6第六章GainingAttention吸引注意力整理課件GainingAttention吸引注意力Objectives目標(biāo)Identifythe3partsoftheattentionsection.認(rèn)識(shí)吸引注意力的三個(gè)局部。Writethe“A〞sectionforyourtrainingsessionthisafternoon.在今天下午寫(xiě)出你的培訓(xùn)提綱的〞A〞局部。43整理課件What?Specific具體44整理課件Interest培訓(xùn)什么？Backgroundoftopic話(huà)題背景Finishedexample實(shí)例/樣品Storyabouttopic故事(與主題有關(guān)的)History歷史Joke笑話(huà)Personalexperience個(gè)人經(jīng)驗(yàn)Somethingtopical一些有關(guān)的話(huà)題Questions問(wèn)題45整理課件NeedJobsafety平安Enhancejobsatisfaction提高工作滿(mǎn)意度Enhanceteamspirit增強(qiáng)合作精神Prideinthejob以工作為傲Opportunityforadvancement更好的開(kāi)展時(shí)機(jī)Statuswithinthehotel在酒店中的地位Reward/recognition獎(jiǎng)勵(lì)/贊揚(yáng)Confidence,professionalism,proficiency自信、專(zhuān)業(yè)、熟練46整理課件Module7第七章Breakdown分步講解整理課件Breakdown分步講解Objectives目標(biāo):Identifywhatwemeanbysteps,standardsandquestions.通過(guò)步驟.標(biāo)準(zhǔn)和問(wèn)題來(lái)確定你要表達(dá)的意思Planthe“B〞sectionofyourtrainingsessionforthisafternoon.在今天下午寫(xiě)出你的培訓(xùn)方案的〞B〞局部。48整理課件WhyDoWeBreakdownTheTask?為什么要分步進(jìn)行？Sothetraineeisclearaboutwhattheyhavetodo.學(xué)員會(huì)清楚要做什么。Sowedonotmissanythingout.我們不會(huì)遺漏內(nèi)容。Sowetrainonallkeypoints.所有的重點(diǎn)都可涵蓋Sowedonotmakeassumptions.不用做假設(shè)Sowethinkthroughourownskillstounlockthesecretswehavesoweareabletotransferthesetoourtrainee.更好的傳遞知識(shí)。49整理課件Stages進(jìn)程Weneedtodeliverourtraininginappropriatestagessoitisattherightlevel.我們需要以適當(dāng)?shù)牟襟E來(lái)做我們的培訓(xùn),以至與他會(huì)在一個(gè)正確的水平Toomanystagesandthetrainingwillbetooeasy.步驟越多,培訓(xùn)越簡(jiǎn)單Toofewstagesandthetraineewillbecomeoverloadedandforget.步驟越少,培訓(xùn)會(huì)變的越有負(fù)擔(dān)甚至被遺忘50整理課件Module8第八章Questions問(wèn)題整理課件Questions問(wèn)題Objectives目標(biāo):Identifythetypesofquestionsyoushouldask.認(rèn)識(shí)問(wèn)題的種類(lèi)。Establishthenumberofquestionsyouneedinyoursession.設(shè)定你培訓(xùn)中所需要的問(wèn)題。Knowhowtohandleanswers.學(xué)會(huì)如何處理問(wèn)題。52整理課件WhyDoWeAskQuestions?為什么要問(wèn)問(wèn)題？Keepsthetraineeinterestedandinvolved.使學(xué)員感興趣和融入其中。Helpsthetraineelearn.幫助學(xué)員學(xué)習(xí)。Makesthetraineethinkforthemselves.使學(xué)員思考。Aidesretentionofinformation.有助于接受信息Checksrecallandunderstanding.檢查記憶和理解。53整理課件TypesOfQuestions問(wèn)題類(lèi)型Open開(kāi)放式5個(gè)W,1個(gè)HWho誰(shuí)What什么When何時(shí)Where何地How如何Why為什么

Closed封閉式問(wèn)題Gaincommitment取得承諾/成認(rèn)54整理課件WinningWaysDotherightthing/做對(duì)的事Showwecare/表達(dá)關(guān)愛(ài)Aimhigher/追求卓越Celebratedifference/求同存異Workbettertogether/協(xié)作共贏55整理課件Module9第九章Check檢查整理課件Check檢查Objectives目標(biāo):Establishwhyitisimportanttochecktheeffectivenessofourtraining.認(rèn)識(shí)為什么檢查培訓(xùn)的效果很重要。Completethe“C〞sectionofourtrainingsession.完成你的培訓(xùn)的〞C〞局部。57整理課件BenefitsOfChecking檢查的益處Ensuresthatwehaveachievedourobjectivesastrainers.確定我們到達(dá)了培訓(xùn)目的。Ensuresthatthetraineeisconfidentinapplyingthenewskills.確定學(xué)員是否可以自信的應(yīng)用新技能。58整理課件VerbalCheck口頭檢查T(mén)hisisthefirstcheck.最初的檢查。Ensuretraineeunderstandsbeforeputtingnewskillsintopractice.確認(rèn)學(xué)員在實(shí)際操作的前理解學(xué)到的新技能。Useopenquestionstocheck.使用開(kāi)放式問(wèn)題進(jìn)行檢查。59整理課件PracticalCheck操作檢查Yourobjectiveisthatthetraineesshouldbeabletocompletethetaskyoutaughtthem.你的目的是學(xué)員可以按照你所教的內(nèi)容完成實(shí)踐任務(wù)。The“Whole〞taskshouldbecompletedbythetraineeinfrontofthetrainerwithoutanyaides.學(xué)員應(yīng)在沒(méi)有任何提示和幫助的前提下，當(dāng)面完成所有實(shí)踐的任務(wù)。60整理課件Module10第十章CorrectiveCoaching糾正指導(dǎo)整理課件CorrectiveCoaching糾正指導(dǎo)Objectives目標(biāo):Recognisestandardsandwhytheyfall.確認(rèn)標(biāo)準(zhǔn)和為什么他們不符合標(biāo)準(zhǔn)。 Establishthedefinitionofcorrectivecoaching.確定糾正指導(dǎo)的定義。Identifytheskillsandqualitiesofagoodcoach.好的糾正執(zhí)導(dǎo)的技巧和質(zhì)量。Establishtheprinciplesofcorrectivecoaching.確定糾正指導(dǎo)的原那么。Providespecificandconstructivefeedbackwhenresultsarenotuptoexpectations.當(dāng)不符合期望值時(shí)給予詳細(xì)的說(shuō)明和建設(shè)性的意見(jiàn)。62整理課件Whymightanemployee’sperformancefallbelowstandard?為什么員工的表現(xiàn)會(huì)達(dá)不到標(biāo)準(zhǔn)？Traineehasforgotten.忘了。Cuttingcorners.為了省事。Usingwrongequipment/materials/ingredients.使用了錯(cuò)誤的設(shè)備/材料Broken/missingequipment.設(shè)備損壞/缺失Lapseinconcentration.注意力不集中Inadequateperformanceinthefirstplace.第一次不適應(yīng)。Sickness.生病。Tiredness.疲憊。Shortstaffing.缺人手。Poorsupervision.缺乏管理。63整理課件WhatIsCorrectiveCoaching?什么是糾正指導(dǎo)？Demonstrating,explainingorquestioningtoremindanindividualofthecorrectwaytoundertakeatask.通過(guò)示范、解釋或提問(wèn)來(lái)提醒使之按照正確的方法完成任務(wù)。64整理課件TheFeedbackSandwich反響三明治Identifythefault指出錯(cuò)誤Followup跟進(jìn)Praise表?yè)P(yáng)EncouragecorrectStandard鼓勵(lì)65整理課件HowCanWeDemonstrateOurCoreValues?如何示范我們的核心價(jià)值觀Ensuringthatyouarespendingsufficienttimewiththetrainee.確保你對(duì)學(xué)員花出了足夠的時(shí)間。Takingthemawayfromotherteammemberstocorrecttheirperformance.如果要糾正他們的行為,請(qǐng)將他們帶出團(tuán)隊(duì)單獨(dú)進(jìn)行(不要在隊(duì)員面前糾正他的行為)Beingpatientandunderstandingiftheydon’tgraspthetaskstraightaway.如果學(xué)員不能馬上掌握，要有耐心和藹于諒解。66整理課件SecondPracticalSession第二次練習(xí)整理課件Module11第十一章TrainingSystemsAndResources培訓(xùn)系統(tǒng)和資源整理課件TrainingSystemsAndResources培訓(xùn)系統(tǒng)和資源Objectives目標(biāo):Identifythetrainingsystemsandresourcesinourhotel.認(rèn)識(shí)酒店的培訓(xùn)系統(tǒng)和資源。ConsiderotherissuesthattheWorkplaceTrainermayneedtotakeintoaccount.考慮在工作場(chǎng)所可能會(huì)發(fā)生的其他問(wèn)題。Understandthesysteminplaceforreviewingperformance.了解培訓(xùn)系統(tǒng)在適當(dāng)?shù)牡攸c(diǎn)回憶表現(xiàn)。Understandourstandardoperatingprocedures.了解我們的效勞操作標(biāo)準(zhǔn)。Supportyourteammembersinbuildingdepartmentaltraining&developmentplans幫助支持你的隊(duì)員塑造部門(mén)培訓(xùn)和開(kāi)展方案69整理課件WhatIsYourRoleInOnBoarding?參與培訓(xùn)時(shí)你的角色和職能Providinginitialtrainingplanfornewemployees.向新員工提供最初的培訓(xùn)方案。Trainingnewempl