TTT培训课件

TrainINGTheTrainer培训培训师Attendance出席Punctuality准时Break 课件 超市陈列培训课件免费下载搭石ppt课件免费下载公安保密教育课件下载病媒生物防治课件 可下载高中数学必修四课件打包下载 休息Messages留言Questions提问Listenandlearnfromothers聆听与学习他人Participateandtakenotes参与互动并做笔记GroundRules培训的约定Learnbydoing在练习中学习Trynewthingsandcompletetasks尝试新事物并完成任务Helpandevaluateeachother帮助与评估他人Acceptfeedback接受反馈Parkinglot停车位Havefun–showpositiveenergy开心-展现正能量GroundRules培训的约定Module1:Conductingone-on-onetraining模块一：开展一对一的培训Module2:Conductinggrouptraining模块二：开展多人培训OverviewofTTTSeriesTTT培训系列概述Session1Becominganeffectivetrainer第一章：成为一名有效的培训员Session2Principlesoflearning第二章：学习的原则Session3Preparingtotrain第三章：培训前的准备Session4Conductingskillstraining第四章：开展技能培训Session5Conductingknowledgetraining第五章：开展知识培训Session6Departmenttraining第六章：部门培训CourseOutline课程 纲要 中国近代史纲要中国近代史纲要复习资料大学中国近代史纲要重点中外历史纲要课件乒乓球课程纲要 Session1Becominganeffectivetrainer第一章：成为一名有效的培训员-Welcomeandcourseintroduction欢迎及课程介绍-participantintroduction学员自我介绍-definitionoftraining培训的定义-benefitsoftraining培训的益处-characteristicsofaneffectivetrainer一名有效的培训员应具备的特征-targetaudience目标听众-causesofpoorperformance表现不佳的原因CourseOutline-Day1课程纲要-第一天Session2Principlesoflearning第二章：学习的原则-threetypesoflearners三种类型的学员-experienceandlearning经验和学习-twokindsoftraining两类培训Session3Preparingtotraining第三章：培训前的准备-planningfortraining培训 计划 项目进度计划表范例计划下载计划下载计划下载课程教学计划下载 -threelevelsofinformation三种层次的信息CourseOutline-Day1（Continue）课程纲要-第一天（续）Session4:Conductingskillstraining第四章：开展技能培训-ABCmethodABC 方法 快递客服问题件处理详细方法山木方法pdf计算方法pdf华与华方法下载八字理论方法下载 -demonstrationofABCABC方法示范-trainingobjectives培训目的-correctivefeedback纠正的反馈-speakinganxiety演讲的忧虑-skillstrainingpresentationassignment技能培训任务分配-summaryreview总结CourseOutline-Day1（Continue）课程纲要-第一天（续）CourseOutline-Day2课程纲要-第二天Session4:Conductingskillstraining第四章：开展技能培训-Presentationpracticeforskillstraining技能培训的实践练习Session5Conductingknowledgetraining第五章：开展知识培训-AICmethodAIC方法-demonstrationofAICmethodAIC方法展示-trainingtools培训工具-knowledgetrainingpresentationassignment知识培训任务分配CourseOutline-Day2（Continue）课程纲要-第二天（续）Session5Conductingknowledgetraining第五章：开展知识培训-Presentationpracticeforknowledgetraining知识培训的实践练习Session6Departmenttraining第六章：部门培训-administrationofdepartmentalskillsandknowledgetraining执行部门的技能和知识培训-summaryreviewandconclusion概要和总结CourseOutline-Day3课程纲要-第三天Welcomeandcourseintroduction欢迎及课程介绍Bytheendofthismodule,participantswillbeableto：在本课程结束时，学员将能够：-Conducteffectiveon-the-jobtrainingsessionsinbothskillsandknowledgeforonetosmallgroup给小组成员举办有效的技能和知识在岗位培训课程-Describethecharacteristicsofaneffectivetrainer描述一名有效的培训员所应具备的特征-Applytheprincipleoflearningtotraining把学习的原则运用在培训当中-Givefeedbackforrecognitionandimprovementinapositivemanner以积极的态度来给予正面和如何改善的反馈-Organize,administerandconductdepartmentalon-the-jobtraining组织、管理并开展部门在岗培训Name姓名Position职位BestTraining最好的培训经历WorstTraining最坏的培训经历ParticipantIntroduction学员自我介绍Tobringapersontoadesiredstateorstandardbyinstructionofpractice.通过指令来使一个人达到一个期望的状态或 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 。DefinitionofTraining培训的定义Aplannedandsystematicefforttomodifyordevelopknowledgeorskillasaresultoftheteachingofpracticalskillsandknowledgethatrelatetospecificusefulcompetenciesforagivenjob.以教授与完成某个给定的工作所需要的特定的、有用的相关的实践技能和知识目标，通过有计划和系统的努力来修正和增加知识或提高技能。DefinitionofTraining培训的定义One-on-OneTraining一对一培训Trainertrainsindividualemployeeseitheronoroffthejob.培训员逐一对员工进行在岗培训或岗外培训。GroupTraining多人培训Trainerconductsgrouptrainingforanumberofemployeesatthesametimenormallyinaclassroomsetting.培训员在同一时间将一定数量的员工组成小组进行培训，通常摆放成教室的形式。TypesofTraining培训的类型One-the-JobTraining在岗培训Trainingisconductedattheactualworkplacemosteffectiveforone-on-onetraining.培训安排在一个特定的工作场所进行。这种类型的培训对一对一的培训方式最有效。Off-the-Jobtraining脱岗培训Trainingisconductedawayfromactualworkplace,ofteninameetingortrainingroom.培训安排在非特定的工作场所。通常在会议室或在培训教室进行。TypesofTraining培训的类型Trainer/management培训员/管理层Trainee/associate学员/员工Property/company酒店/公司Guest客人BenefitsofTraining培训的益处Whobenefitsfromtraining?谁从培训中收益？Whatarethebenefit?益处是什么？-Trainer/management培训员/管理层What’sitforme?(W.I.F.M)Increasedtimeforothertask(e.g.lessneedtocorrectmistakes)有更多的时间做其他事（如花更少时间来纠正错误）Increasedresponsibility可负责更多事Improvedskills/knowledgeofthetopicsthattheyaretraining提升自己的知识和技能Increasedcareerpotential增加工作潜能Improvedrapport/relationshipwithassociates(e.g.increasedtrustandrespect)提高与学员的关系Decreasedturnover减少失误Increasedsales增加销售-Benefitstotrainee/associate:对学员/员工的益处Increasedself-confidence增加自信Increasedmotivation提高积极性Increasedproductivity提高生产率Improvedmorale提高士气Increasedreadinessforpromotion增加晋升机会Increasedworksafety提高工作安全性Decreasedstressandtension降低工作压力Increasedperformance提升技能Increasedsales增加销售量Increasedcommissionsorbonuses增加奖金-Benefitstoproperty/company:对酒店/公司的益处：Improvedconsistencyofworkstandards提升工作标准的一致性Increasedproductivity提高生产率Increasedassociateperformance提升员工整体的技能Decreasedcosts降低成本Increasedworksafety提高工作的安全性Enhancedbrandvalue加强品牌价值Increasedguestsatisfaction提升顾客满意度Increasedguestretentionandloyalty提高顾客忠诚度Increasedassociateretention提高员工的忠诚度Increasedattractivenesstofutureassociates增加潜在员工的吸引力Increasedsales增加酒店的销售-Benefitstoguest:对客人的益处：Increasedqualityofproducts享受高质量的产品Increasedqualityofservices享受高质量的服务Service-ProfitChain服务利润链Whobenefitsfromtraining?谁从培训中获益？TheLeaderInMe自我领导AssociateExcellence员工卓越HighlySatisfiedGuests高满意度的客人Loyally/Long-termProfitability长期高效益LearningCurve学习曲线BenefitofstructuredOne-on-OneTraining结构化一对一培训的益处Time时间Proficiency精通Activity讨论EffectiveVS.IneffectiveTraining有效的培训VS无效的培训Lackoftime缺乏时间Conflictingoperationaldemands和经营运作冲突Limitedmanagementsupport管理者不支持Poortraineeattitude学员态度差Unsuitabletrainingvenue不适宜的培训场地BarrierstoTraining培训的障碍ViciousCycle恶性循环Untrainedassociates未经培训的员工Spendmoretimeontasks工作时花更多的时间Havetodoitbyyourself需要你亲自做Lackoftimefortraining没时间培训Desiretoteach有教授的欲望Knowledgeable知识渊博Abilitytoconveyunderstanding优秀的表达能力Patient有耐心Asenseofhumor有幽默感Commitment全心投入Respectfromtrainee受到学员尊重7CharacteristicsofanEffectiveTrainer有效培训师应具备的7个特征1.Appearingunprepared看起来没有做好充分的准备2.Improperhandlingofquestion对问题处理不当3.Apologizingforselfororganization对自己或公司没有信心4.Unfamiliarwithknowledgeinformation对可知的信息不熟悉5.UnprofessionaluseofAVequipment对视听器材的使用不专业TheEffectiveTrainer–10DeadlySins有效培训师-十条致命的弱点6.Seemingtobeoffschedule不能遵循培训计划7.Failingtoinvolveparticipants不能有效的带动学员8.Notestablishingrapportwithparticipants不能与学员建立融洽的关系9.Appearingdisorganized表现得混乱、没有组织性10.Notestablishingapositiveimage不能建立积极的形象TheEffectiveTrainer–10DeadlySins有效培训师-十条致命的弱点GGettoknowyouraudience了解你的学员RResearchplanandprepare预先做好调查计划和准备EEnsureorganization确保有组织性AAlwayspractice不断的练习TTaketimetorelax有时间放松和休息Whatcanwedoavoidthesepitfalls?我们能怎么做来避免这种陷阱？5StepstobecomingaGREATtrainer:成为一名优秀的培训员的五个步骤：Supervisor’sroleIntraining管理者在培训中的角色Observe观察Plan计划Motivate激励Solve解决Training培训Certify认证CaseStudy案例学习Whoisresponsibleforcausingtheguestcomplaint?谁该为这个客人的投诉负责？whatwaseffective?哪些是有效的？whatwasineffective?哪些是无效的？Whatmorecouldbedone?还有哪些需要做的？CaseStudyDiscussion案例学习讨论Newassociates新员工Promoted晋升Hi-Potential高潜质Transferred调动Newtask/assignedtodifferenttask新任务Performanceproblem有问题TargetAudience目标听众Whototrain?谁要接受培训？Exercise:“ToTrainorNottoTrain?”练习：需要或不需要培训？CauseofPoorPerformance表现不佳的原因A–Attitude态度S-Stoppers/Skills困难/技能K–Knowledge知识CauseofPoorPerformance表现不佳的原因ASKPrincipleASK原则Recap回顾Session1Becominganeffectivetrainer第一章：成为一名有效的培训员-Welcomeandcourseintroduction欢迎及课程介绍-participantintroduction学员自我介绍-definitionoftraining培训的定义-benefitsoftraining培训的益处-characteristicsofaneffectivetrainer一名有效的培训员应具备的特征-targetaudience目标听众-causesofpoorperformance表现不佳的原因Session1Becominganeffectivetrainer第一章：成为一名有效的培训员Session2Principlesoflearning第二章：学习的原则Session3Preparingtotrain第三章：培训前的准备Session4Conductingskillstraining第四章：开展技能培训Session5Conductingknowledgetraining第五章：开展知识培训Session6Departmenttraining第六章：部门培训CourseOutline课程纲要Session2Principlesoflearning第二章：学习的原则-threetypesoflearners三种类型的学员-experienceandlearning经验和学习-twokindsoftraining两类培训CourseOutline课程纲要Self–assessment自我评估Questionnaire问卷HowDoYouLearnBest?你最好的学习方式是什么？Theytendtothinkinpicturesandlearnbestfromvisualdisplaysincludingdiagrams.Slidespresentations.Videosflipchartsandhandout.他们倾向于在图片中思考，通过视觉展示可以学习得更好，包括：图表、幻灯片展示、视频、板页和讲义。Duringtraining,visuallearnersoftenprefertotakenotestoabsorbtheinformation.在培训中，视觉型学习者通常喜欢记笔记来记住信息。VisualLearner视觉学习型Auditorylearnersinterprettheunderlyingmeaningsofspeechthroughlisteningtotoneofvoice,pitch,speedandothernuances.Writteninformationmayhavelittlemeaninguntilitisheard.听觉型学习者通过听到的语音语调、语速和其他细微差别来解读说话者的意思，书面的信息没有听到那么印象深刻。AuditoryLearner听觉型学习者Theylearnbestthroughverballectures,discussions,talkingthingsthroughandlisteningtowhatothershavetosay.口头演讲、讨论、谈论与听别人所讲使他们的学习更有效。Theselearnersoftenbenefitfromreadingtextaboutandusingataperecorder.这些学习者往往受益于阅读文本和使用录音机。。Theylearnbestthroughahands-onapproach,activelyexploringthephysicalworldaroundthem.他们最好的学习方式是亲自去实践,积极探索周围的物质世界。Kinesthetic(Tactile)Learner触觉型学习者Kinestheticlearnersmayfindithardtositstillforlongperiodsandmaybecomedistractedbytheirneedforactivelyandexploration.触觉型学习者很难长时间坐着，他们很容易分心。Learning&Retention学习与记忆ThelearningPyramid学习金字塔AverageRetention记忆力Lecture演讲Reading阅读Audio-Visual视听Demonstration演示DiscussionGroup小组讨论PracticeByDoing实践TeachOthers/ImmediateUse教授他人或立即运用5%10%20%30%50%75%80%ExperienceandLearning经验与学习Activity活动1Memorizealistofwords系列一词语记忆Memorizeasecondlistofwords系列二词语记忆Activity活动2ExperienceandLearning经验与学习Provide5itemsrelatedtoeachofthefollowing:提供5组如下相关的物品：Stationery文具,jewelry珠宝,money金钱Andpersonalbelongings与私属物品ExperienceandLearning经验与学习Activity活动3Scoring得分ExperienceandLearning经验与学习Candles蜡烛Theater剧院Picture照片Pencil铅笔Scissors剪刀Map地图Airplane飞机Cup杯子Cat猫Watch手表Knife小刀Comb梳子Umbrella雨伞Suitcase行李箱Wig假发Horse马Cow牛Magazine杂志Sun太阳Beach沙滩List系列1Paper纸Table桌子Shirt衬衫Restaurant餐厅Pencil铅笔sofa沙发Tie领带Menu菜单Calculator计算器Lamp台灯Trousers裤子Food食物Ruler尺子Vase花瓶Shoes鞋子Drinks饮料Stapler订书器Cupboard橱柜Socks袜子Waiter服务员List系列2Q.Whywerethescoresrelativelylow?为什么第一次分数低？Q.Whywasiteasiertorememberthesecondlistofwords?为什么第二次词语更容易记住？Q.Whatcanwelearnfromtheseactivities?我们能从这个游戏中学到什么？ExperienceandLearning经验与学习Ihear&IforgetIsee&IrememberIdo&Iunderstand我听到于是我忘记我看见于是我记住我做过于是我理解Learning&Retention学习与记忆ThelearningPyramid学习金字塔AverageRetention记忆力Lecture演讲Reading阅读Audio-Visual视听Demonstration演示DiscussionGroup小组讨论PracticeByDoing实践TeachOthers/ImmediateUse教授他人或立即运用5%10%20%30%50%75%80%Learning&Retention学习与记忆ThelearningPyramid学习金字塔AverageRetention记忆力Lecture演讲Reading阅读Audio-Visual视听Demonstration演示DiscussionGroup小组讨论PracticeByDoing实践TeachOthers/ImmediateUse教授他人或立即运用5%10%20%30%50%75%80%Sensesinlearning学习意识Asklotsquestionstostimulatethebrain.多问刺激大脑Presentinformationinmanageablechunksofrelatedtopics.使用相关联的好操控的模块展示信息KnowledgeTrainingSessions知识培训Session1Becominganeffectivetrainer第一章：成为一名有效的培训员Session2Principlesoflearning第二章：学习的原则Session3Preparingtotrain第三章：培训前的准备Session4Conductingskillstraining第四章：开展技能培训Session5Conductingknowledgetraining第五章：开展知识培训Session6Departmenttraining第六章：部门培训CourseOutline课程纲要Session3Preparingtotrain第三章：培训前的准备-planningfortraining计划培训-threelevelsofinformation三种层次的信息CourseOutline课程纲要FailuretoPrepareIsPreparingtoFail！没有做好准备就等于准备失败！PlanningforTraining计划培训Who?谁？-Trainerandtrainee培训师和学员What?什么？-Topic/Content主题和内容Where?在哪？-Venue地点When?什么时候？-Time时间Why?为什么？-Needs需要How?如何做？-Method方法PlanningforTraining计划培训Who?谁？Whoshouldbetrained?Arethetraineeselectedaccordingtotheappropriatejoblevel,function,etc.?谁应该被培训？学员是否可以根据相应的岗位级别及职责去选择？Howmanytraineeswillbeinvolvedinthetraining?培训中应该包含多少人？Isthetraineranexpertforthetrainingtopic?培训师是否是这个培训主题的专家？PlanningforTraining计划培训Who?谁？Isthetrainercertifiedwiththeskillstoconductone-on-onetraining?培训师是否有一对一培训技能的认证？Whoneedstocoverthetrainer’sandtrainee’sjobresponsibilitiesduringthetrainingsession?在培训中谁需要掌握培训师和学员的岗位职责？PlanningforTraining计划培训What?什么？Whattopic/contentshouldbecovered?培训主题和内容应包含什么？Whataretheassociates’expectationforthetraining？同事们对培训的期待是什么？Whataudio-visualaidsandequipmentwillbeneededforthetraining?培训中需要使用什么视觉教具和设备？Whatothermaterialswillbeneededforthetraining?培训中还需要什么其他资料？PlanningforTraining计划培训Where?哪里？Whereshouldthetrainingtakeplace?培训应该在哪举行？IsthetrainingspaceavailableordoIneedtoreserveit?培训场地是否可用及我是否要预订？Isthetrainingareacomfortable(roomsize,temperature,lighting,etc.)?培训场地是否舒适（大小、温度、灯光等）？PlanningforTraining计划培训Where?哪里？Istheroomsetupinamannerthatwillenhancethetraining?场地布置的方式是否可以增强培训效果？Isthetrainingareaset-upbeforethesessionbeginsandallequipmentisinworkingorder?培训场地在培训开始前已经是否布置完及所有设备是否可正常使用？PlanningforTraining计划培训When?什么时候？Durationoftrainingsession?培训的时长？Amountoftimeavailableforthetrainingsession?可用的时间有多少？Whenshouldthetrainingtakeplace?培训应该安排在什么时候？Whenwilltrainingbeleastlikelytointerferewithbusinessoperation?什么时候培训受到的打扰最少？Whenwilltraineesbemostalert?学员什么时候状态最佳？PlanningforTraining计划培训Why?为什么？Whyisthetrainingneeded?为什么要做这个培训？PlanningforTraining计划培训PlanningforTraining计划培训ActualPerformance实际工作表现TrainingNeeds培训需要ExpectedPerformance预期工作表现GAP差距How?如何做？Howshouldthetrainingbeconducted？培训如何来开展?PlanningforTraining计划培训TrainingSystemFlow培训体系流程工作职责JobDescription客服专员Responsibilities职责:1.2.3.4.TakingandMakingWake-upCalls叫醒服务TrainingProfile培训档案Tasks任务:1.2.Wakeupcalls叫醒服务3.StandardandProcedures(S&P)标准与程序Task任务:Wake-upCalls叫醒服务Standard标准:Procedures程序:TrainingOutline培训纲要Task任务:Wake-upcalls叫醒服务Objective目的:Standard标准:1234JobDescription(JD)岗位职责描述Definition定义TrainingSystem培训体系Statesthegeneraldutiesandresponsibilities,authorities,relationshipsandenvironmentofajobposition.一个岗位所要求的需要去完成的工作内容以及应当承担的责任范围，并有明确的上下级关系及工作环境。Outlinestherequirementsforperformingthework,itsrequencyandscope.是工作开展的提纲概述，是方向和范围。Basedontheworknatureofthejobandnotontheindividualcurrentlyperformingit.是基于工作性质而不是个人意愿来制定。Toolforrecruitment,performanceevaluationanddiscipline.是招聘、评估和培训发展的参考依据。Toolforassessingtrainingneedsbetweendefinedperformancestandardsandthatofthecurrentjobholder.实际工作与工作标准是否有差异的评估依据，从而确认培训需求。JobDescription(JD)岗位职责描述Benefits益处:TrainingSystem培训体系Ensuresallassociatesaretrainedonthesametasksforagivenjobposition.确保对于一个给定的工作岗位，所有员工都接受相同的任务培训。Ensuresastructuredon-the-jobtrainingforallassociates.确保所有员工都接受系统的在岗培训。TrainingProfile培训档案Benefits益处:TrainingSystem培训体系Whatisastandard?什么是标准？StandardandProcedures(S&P)标准与程序TrainingSystem培训体系Astandardistheendresultrequiredforeachtask.标准是针对任务所制定的最终应达到的结果。Writtenfromguest’spointofview.从客人的角度来写。Describesrequiredresults.描述要求的结果。Mustbemeasurableandachievable.必须是可衡量和可实施的。Establisheshowaproductlooks.建立产品的样子。Appropriatetomarketconditions.适合当地市场行情。Meetsguestexpectations.满足客人的期望。TrainingSystem培训体系Criteriaforawellwrittenstandard良好书面标准的条件Aprocedureisseriesofstepsneededtoachievethestandard.程序是为达到标准而设立的一系列步骤。TrainingSystem培训体系Whatisastandard?什么是程序？Describesahowtoperformthetaskinalogicalsequence.描述一个工作任务如何按一个逻辑顺序去执行。Isdetailedenoughfortheleastexperiencedassociatetoknowhowtoperformthetask.足够详细到至少有经验的员工知道怎么执行这项任务。TrainingSystem培训体系Criteriaforawellwrittenprocedure良好书面程序的条件Savestrainersignificantpreparationtime.有效节省培训师的准备时间。Ensuresalltrainerstraininasimilarstyle.确保每位培训师培训是一样的Avoidsmissinganycriticalstepsorpointsinperformingthetask.避免在开展工作时遗漏任何一个关键步骤或要点。Alignsalltraineestothesamestandardregardlessofpreviousworkexperience.可使不同工作经验背景的所有学员是同一个标准。TrainingSystem培训体系StandardandProcedures(S&P)标准与程序Benefits益处:Guidesatrainerthrougheachtrainingsession.在每次的培训中给培训员指引。Servesasaroadmapforthetrainertogettothedestination.并作为培训师达到最终培训目的的路标TrainingSystem培训体系TrainingOutline培训纲要TrainingSystemFlow培训体系流程工作职责JobDescription客服专员Responsibilities职责:1.2.3.4.TakingandMakingWake-upCalls叫醒服务TrainingProfile培训档案Tasks任务:1.2.Wakeupcalls叫醒服务3.StandardandProcedures(S&P)标准与程序Task任务:Wake-upCalls叫醒服务Standard标准:Procedures程序:TrainingOutline培训纲要Task任务:Wake-upcalls叫醒服务Objective目的:Standard标准:1234MustKnow必须知道Essentialinformationtoperformatask.履行一项工作必不可少的信息。ShouldKnow应该知道Informationthatwouldenhancetrainee’sperformance.可以改善、提高学员工作表现得信息。CouldKnow可以知道Informationthatisnicetoknowandwouldenhancetrainee’spersonaldevelopment.有利于学员个人发展的信息。ThreelevelsofInformation三种层次的信息Must/Should/CouldKnow必须/应该/可以知道Targettrainees目标学员:Teamleadersandassociatesinarestaurant.餐厅的领班和员工MustKnow必须知道的信息:Equipment(bottleopener,bottlecoaster,linennapkin),typeofwineglass,methodofpresentingandopeningbottle,methodofservingwine,winepronunciation,sellingpriceofthewine,etc.器材（开瓶器、瓶垫、餐巾），酒杯种类，呈现红酒和开瓶的方法，给客人倒酒的方法，酒的读法，以及酒的售价等。ThreelevelsofInformation三种层次的信息SkillsTraining技能培训：ServingaBottleofRedWine服务一瓶红酒ShouldKnow应该知道的信息：Winelabel,characteristicsofthewinebeingserved,wineproductionmethod,foodandwinematching,handlingguest’srejectionofwine,etc.酒瓶的标签，该酒的特征，酒的酿造方法，与红酒相配的食物，如何处理客人拒绝该瓶酒等。ThreelevelsofInformation三种层次的信息SkillsTraining技能培训：ServingaBottleofRedWine服务一瓶红酒CouldKnow可以知道的信息:Winegrapevarieties,cookingwithwine,historyofwine,characteristicsofwinesfromdifferentcountries,etc.酿酒葡萄的种类、葡萄酒烹饪、葡萄酒的历史、不同国家所产的葡萄酒的特征等。ThreelevelsofInformation三种层次的信息SkillsTraining技能培训：ServingaBottleofRedWine服务一瓶红酒Targettrainees目标学员:FrontOfficeassociates前厅部员工MustKnow必须知道的信息:Differentroomcategories,no.ofroomsineachcategor,roomrateandsizeofeachdifferentcategory,specialfeaturesineachcategory,roomcategoriesperfloor.smoking/non-smokingrooms,etc.不同的房型，每种房型的房间数，每种房型的面积，每种房型的特点，每个楼层的房型，吸烟房/非吸烟房等。ThreelevelsofInformation三种层次的信息KnowledgeTraining知识培训：Typesofrooms房型ShouldKnow应该知道的信息:Colorschemeofeachtype,views,roomnumbersclosetoelevatorsandfireexits,roomtypesfavoredbyregularguests,thefunctioningofin-roomfacilitiessuchassafe,hairdryer,television,etc.每种房型的色系，景观，靠近电梯和消防通道的房间号码，酒店常客喜欢的房型，房间内设施的功能，如保险箱、吹风机、电视等。ThreelevelsofInformation三种层次的信息KnowledgeTraining知识培训：Typesofrooms房型CouldKnow可以知道的信息:Nameoftheinteriordesigner,ceilingheight,averageroomtemperature,sizeofthebathroom,theartistwhodidthepaintings,typeandbrandofmattress,threadcountofbedlinen,etc.室内设计师的姓名，房间高度，房间的平均温度，浴室的面积，装饰画的画家，床垫的种类和品牌，床上布草的针织数等。ThreelevelsofInformation三种层次的信息KnowledgeTraining知识培训：Typesofrooms房型Takingareservation做一个预定Takingafoodorder为客人点菜Settingatableforfour摆一个四人桌Checkinginaguest为客人办理入店手续Makingabed做一张床Presentingabilltoguest把账单呈现给客人Performingfirstaid提供急救SkillsTrainingSessionsExamples技能培训的范例：Inductionfornewassociates为新员工做入职介绍Housekeepingproductknowledge客房产品知识Wineknowledge葡萄酒知识Hotelpoliciesandprocedures酒店政策和程序Handingguestcomplaints处理客人投诉KnowledgeTrainingSessionsExamples知识培训的范例：Session1Becominganeffectivetrainer第一章：成为一名有效的培训员Session2Principlesoflearning第二章：学习的原则Session3Preparingtotrain第三章：培训前的准备Session4Conductingskillstraining第四章：开展技能培训Session5Conductingknowledgetraining第五章：开展知识培训Session6Departmenttraining第六章：部门培训CourseOutline课程纲要-ABCmethodABC方法-demonstrationoftheABCmethodABC方法的演示-trainingobjective培训目的-feedbackforimprovement提高的反馈-speakinganxiety演讲的忧虑-skillstrainingpresentationassignment技能培训的实践练习-summaryreview总结回顾CourseOutline课程纲要Section4:Conductingskillstraining第四章：开展技能培训A–Attractattention吸引注意力B–Breakdownoftask任务分解C–Continuedcoaching继续辅导Conductingskillstraining开展技能培训I–Interest兴趣N–Need需求T–Topic主题R–Range范围O–Objective目的ABCMethodABC方法Attractattention吸引注意力Ⅰ.Explainthetaskstepbystep分步骤对任务进行说明-sequencethetasklogically按照任务的逻辑顺序说明-discussservicecultureandbrandstandards讨论服务文化和品牌标志Ⅱ.Demonstrate/showhowtodoit示范/说明如何去做-goslowly放慢速度-highlightsafetyissuesateachstep强调每一步中安全因素-emphasizethestandardrequired强调所要求的标准-givereasonswhyitisdonethisway说明为什么这样做-avoidjargons避免使用术语ABCMethodABC方法Breakdownoftask任务分解Ⅲ.Allowtraineetopracticethetask允许学员尝试着去做-traineedoesthetaskandexplainseachstep学员实践的同时解释每一步Ⅳ.Correctasnecessary必要时给予纠正-shouldbeallowedtomakemistakes允许犯错误-intervenewhenthereissafetyrisk存在安全隐患时及时打断-donotdothetaskforthetrainee不要替代学员去做-practiceagainifmistakesmade如果出现错误需要重新练习ABCMethodABC方法Breakdownoftask任务分解Ⅴ.Checkunderstanding检查理解的程度-besuretraineeunderstandseachstepbeforemovingtothenext讲解下一步骤前确保学员理解了本步骤Ⅵ.Invitequestion征求问题-staypatientandencouragequestions保持耐心并鼓励学员提问Ⅶ.Giveencouragement给予鼓励-complimenteverygoodeffort对学员每一个努力都给予表扬ABCMethodABC方法Breakdownoftask任务分解Ⅰ.Setclearpracticeassignment给出明确的实操任务-traineepracticetaskimmediatelyafterhe/shereturnstowork学员回到工作岗位后马上就开始独立实操练习Ⅱ.Checkprogress观察并检验操作的过程-praisecorrectperformance表扬正确的操作-ensuretraineehasproperequipment/materialstoperformtask保证学员有适当的工具和材料去操作任务ABCMethodABC方法Continuedcoaching继续辅导Ⅲ.Providecorrectivetrainingifnecessary必要时给予纠正的培训-identifypartsoftaskthattraineedidnotperformaccurately找出学员操作不当的部分-emphasizej