最新美国饭店业协会训导师培训课程课件

美国饭店业协会训导师培训课程美国饭店业协会训导师培训课程Module1Introduction

简介Module1最新美国饭店业协会训导师培训课程课件最新美国饭店业协会训导师培训课程课件最新美国饭店业协会训导师培训课程课件最新美国饭店业协会训导师培训课程课件TheEmployeeLifecycle

员工职业生命链5.Assessment-TrainingandDevelopment:评估－培训与发展DH’swithpotentialtomoveintoGMpositions,willattendassessmentanddevelopmentprograms.

有潜质升为总经理的部门主管将参加评估发展课程4.PerformanceManagement:绩效管理Thisistargetedatthosewhomustmanageotheremployees.Theyhavetobecompetentincoaching,discipliningetc.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.SuccessionPlanning:接班人计划Settingandachievinggoalstomoveontothenextstepintheircareer.设定并达到目标以进入职业生涯的下一步2.CommunicatingExpectationsToEmployees:

与员工沟通你的期望Sendouttherightmessagestoallnewemployees.传递给所有新员工正确的信息PreparingTheOrganisation: 组织结构上的准备Ensuringmanagementiscompetentinallaspectsofbringingnewstaffintothehotel.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.BuildingCapability–TrainingandDevelopment:建立能力－培训与发展Byassessingonthejobneedswecanassessfurthertrainingthestaffmayrequire.通过评估工作需求来计划进一步的员工培训需求TheEmployeeLifecycle员工职业生命链Domestics注意事项Breaks休息Smoking吸烟Bathrooms洗手间Emergencyprocedures紧急情况Lotsoffun!充满乐趣！最新美国饭店业协会训导师培训课程课件Objectives

课程目标IdentifyTraining&Developmentrequirementsforteammembersinyourdepartment.在你的部门内为部门员工识别培训及发展的需求。Designandcarryoutashortpieceofon-the-jobtrainingtomeettheseneeds.设计和执行一些短小的岗位培训去满足这些需求Evaluatetheeffectivenessofthetraining.评估培训的有效性Developopportunitiestobuildorganisationalcapabilityforthefuture.创造机会为将来建立组织能力Coachteammembersinthedevelopmentoftheirskills.辅导团队成员发展工作技能Carryoutcorrectivecoachingtoensurethestandardsaremaintained.执行指正辅导以确保标准的保持Choosetrainingresourcesandsystemstosupportyourdepartment’straining.选择培训资源和系统来支持部门培训Objectives课程目标Module2BenefitsOfTraining

培训的益处Module2BenefitsOfTraining

培训的益处Objectives目标Establishadefinitionoftraining.确定培训的定义Explainwhobenefitsfromtrainingandwhatthespecificbenefitsare.解释培训对谁有益以及具体益处是什么Describesomeofthebarriersthatpreventusfromtraining.说出影响培训的障碍是什么BenefitsOfTraining培训的益处WhatIsTraining?

什么是培训Tobringapersontoadesiredstateorstandardthroughinstructionorpractice.“通过指导和实践，使人员的水平达到一个期望的高标准”WhatIsTraining?什么是培训WhatTypeOfEmployeesNeedTraining?

什么类型的员工需要培训Newemployees(OnBoarding).新员工（入职期间）Transferringtoanotherdepartment(Newknowledge).转到其他部门工作（新知识）Promotion(Newknowledge).升职（新知识）Whenstandardshavedropped(Corrective).标准下降（指正）WhatTypeOfEmployeesNeedTrWhoBenefitsFromTraining?谁从培训中受益Trainees/Employees学员/员工Trainers/Supervisors培训员/主管经理Guest客人Hotel酒店Ingroups,identifythebenefitsoftraining.分成小组，讨论并列举培训的益处WhoBenefitsFromTraining?谁从培WhoBenefitsFromTraining?

谁从培训中受益？Trainees/Employees学员/员工Increasedjobsatisfaction.提高工作满意度Greatersafety.更加安全Workmoreefficiently.更有效地开展工作Careeradvancement.职业提升Greaterconfidence.更加自信，减少压力WhoBenefitsFromTraining?谁从WhoBenefitsFromTraining?谁从培训中受益？Trainer/Supervisor培训员/主管经理Delegatemoretasks.下放更多的任务Lesscomplaints.减少投诉Increasesteammorale.提高团队士气Lesstimespentcheckingonemployees.花更少的时间检查员工的工作WhoBenefitsFromTraining?谁从培WhoBenefitsFromTraining?

谁从培训中受益？Guest客人Efficientservice.有效的服务Valueformoney.物有所值Nocauseforcomplaint.没有投诉的理由Consistentservice.服务的一致性WhoBenefitsFromTraining?谁从WhoBenefitsFromTraining?

谁从培训中受益Hotel酒店Consistentstandards.统一的标准Improvedproductivity.提高产量Increasedretention.更可能留住员工Increasedmorale.提高士气Lesscomplaints.减少投诉Increasedrevenue.增加收入WhoBenefitsFromTraining?谁从Teamhavetodomorework团队其他成员承担更多的工作RecruitnewEmployee招聘新员工BarriersToTraining

培训的障碍TheydothingsWrong工作做错Newemployeegetsthrownin未被培训的新员工开始工作EmployeefeelsDemotivated员工士气低落TeamgetsDemotivated整个团队士气低落Idon’thavetimetotrain我没有时间去培训EmployeeLeaves员工离职VICIOUS

CYCLE恶性循环TeamhavetoRecruitnewBarrierEmployeeisMotivated员工士气高涨Managerhasmoretime经理有更多时间BarriersToTraining

培训的障碍Employeelearnsnewskills员工学到了新技能Newemployeeenjoysrole新员工工作很开心EmployeefeelsValued员工觉得值得Employeetakesonextratasks员工承担额外的任务Idon’thavetimeNOTtotrain我不会没有时间去培训EmployeeworksUnsupervised员工不必在监管下工作VIRTUOUSCYCLE良性循环EmployeeisManagerhasBarrierModule3IdentifyingLearningNeeds识别学习需求、培训需求分析Module3IdentifyingLearningNeeds

识别学习需求Objectives目标Statewhyitisimportanttoidentifylearningneeds.

陈述识别学习需求的重要性Describealearningneed.描述一个学习需求Identifyhowskills,knowledgeandattitudecontributetothelearningneed. 识别如何让技巧、知识、态度为学习需求服务Recognisetimeswhentrainingisnottheanswer.识别无法用培训解决的需求DescribetheoverallroleoftheWorkplaceTrainer.描述部门培训员的整体角色IdentifyingLearningNeeds识别CommonReasonsforTraining

普遍的培训原因Standardorperformancedrops标准或表现下降NewSOP’s出台新的SOPNewemployees新员工Promotionsandtransfers升职或转职Changesatwork工作中的变化Servicestandardhasreduced服务标准减少Newstaff/onboarding新员工入职Careerdevelopment职业发展Newrules,systemsandprocedures新的规定、系统或流程Becausewehavethebudget!因为我们有预算！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，哪些培训是有待开展的？CommonReasonsforTraining普TrainingV’sLearning培训VS学习Learning学习Learningistogainknowledge,skillorattitudebystudy,experienceorbeingtaught.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Tobringapersontoadesiredstateorstandardbyinstructionorpractice.通过指导和实践，使人员的水平达到一个期望的高标准。TrainingV’sLearning培训VS学习Passionate工作热情ActionOriented执行力TheLeadershipCompetency领导能力TeamFocused团队凝聚力Savvy理解力PassionateActionOrientedTheLSkills技能Knowledge知识WhatIsCompetency?

什么是能力Competence能力Attitude态度Skills技能Knowledge知识WhatIsCActualPerformance实际的表现DesiredPerformance希望的表现WhatIsALearningNeed?

什么是学习需求LearningNeed学习需求ActualPerformance实际的表现DesireMeasurementTools

衡量工具GSTS客户满意度ES员工满意度Profit利润Guestcomments/feedback客人意见反馈Turnoverstatistics员工流动数据Accidentreports事故报告Wastage损耗Lowproductivity低产量MeasurementTools衡量工具Areall‘gaps’solvedbytraining?所有的差距都可以通过培训解决么？TRAININGVSNONTRAININGNEEDS培训需求VS非培训需求Whataresomeexamplesofnontrainingneeds?举几个非培训需求的例子Training&NonTrainingNeeds

培训需求以及非培训需求Areall‘gaps’solvedbytraiHowdoweclosethetraininggap?如何弥补培训差距EXERCISE练习Let’slookatoneofyourstaffmembersandtheirtrainingneeds.让我们看看一个员工的培训需求调查表TheRoleOfTheWorkplaceTrainer

部门培训员的角色TheRoleOfTheWorkplaceTrai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，以自测的形式考察员工的工作水平。问题：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？员工自我鉴定表酒店占绝大多数的都是普通员工，他们的工作能力高员工自我鉴定表判断标准：如果10个问题总有6个以上回答是肯定的，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。员工自我鉴定表LeadershipCompetency领导能力PerformanceManagement绩效管理TheRoleOfTheWorkplaceTrainer

部门培训员的角色IdentifyLearningNeeds识别学习需求OngoingTraining持续培训OvercomingObstacles克服障碍WORKPLACETRAINER部门培训员LeadershipPerformanceTheRoleModule4LearningProcess&LearningCycle学习过程和学习链Module4LearningProcess&Cycle学习过程和学习链Objectives目标Identifyhowandwhypeoplelearn.识别人们是如何学习，为什么要学习。Recognisehowyouthetrainercanhelpthelearnertolearn.指出你作为培训员是如何帮助学员学习的Identifywaystoovercomethebarrierstolearning.

识别克服学习障碍的方法LearningProcess&Cycle学习过程和20ItemsGame

游戏Howdoesdidyouremember?你记的怎么样Whatmadeiteasiertoremember?怎样更容易记忆20ItemsGame游戏Auditory-“Tellme”听觉－”让我听“

Visual-“Showme”视觉－”让我看“Kinesthetic-“Letmetry”触觉－”让我做“最新美国饭店业协会训导师培训课程课件LearningProcess

学习过程IRemember我记得IUnderstand我理解IForget我忘记ISee我看IDo我做IHear我听LearningProcess学习过程IRemembLeftSide左边Verbal口头的Analytical分析的Processideassequentially顺序思维Keepstrackoftime追踪时间StepbyStep一步一步Highlyorganised高效组织Makeslists列清单BrainDominance

大脑支配情况RightSide右边Visual视觉的Intuitive直觉的Processideassimultaneously同步思维Nosenseoftime对时间无概念Seewholefirst先看整体Talkwithyourhands肢体语言LeftSide左边BrainDominance大脑LearningCycle学习链Learnersareinterestedandmotivated激发学员兴趣和动机Learnersaregiventheopportunitytoconsolidatelearning提供机会让学员巩固所学Learnersacquireinformation学员获取知识信息Learnersdevelopunderstanding学员消化理解

知识信息Learnersassimilateinformation学员吸收知识信息LearningCycle学习链LearnersareModule5ASystematicApproachtoTraining系统的培训方法Module5OHP/3c

P–PREPARE准备A–ATTENTION吸引注意力B–BREAKDOWN分步讲解C–CHECK检查StructureofTraining培训的结构OHP/3cP–PREPARE准备StructuASystematicApproachtoTraining系统的培训方法Objectives目标Describethecomponentpartsofatrainingsession.描述培训的组成部分Explainthebenefitsofhavingastructure.解释有结构的好处Demonstratethelogicalsequenceinyour1stpracticesession.在第一次练习中展示逻辑顺序ASystematicApproachtoTrainPreparation准备Whatdoyounormallypreparewhenorganisingtraining?你组织培训的时候通常会准备什么？Preparation准备Activity

活动LogicalSequenceofTraining培训的逻辑顺序‘Foldinganapkin’折口布Whatarethesteps!步骤是什么？Activity活动ASystematicApproachtoTraining系统的培训方法Learnersareinterestedandmotivated激发学员兴趣和动机Learnersaregiventheopportunitytoconsolidatelearning提供机会让学员巩固所学Learnersacquireinformation学员获取知识信息Learnersdevelopunderstanding学员消化理解

知识信息Learnersassimilateinformation学员吸收知识信息ABCASystematicApproachtoTrainGainingAttention

吸引注意力What 内容Interest 兴趣Need 需求GainingAttention吸引注意力Breakdown

分步讲解Explanation解释Questions提问Demonstration示范Stages分成不同阶段TraineePractice学员练习Praise表扬Breakdown分步讲解Explanation解释QuCheck检查Verbalcheck口头检查Practicalcheck技能操作检查Praise表扬Linkforward联系下次课程Check检查Module6GainingAttention吸引注意力Module6OHP/3c

P–PREPARE准备A–ATTENTION吸引注意力B–BREAKDOWN分步讲解C–CHECK检查StructureofTraining培训的结构OHP/3cP–PREPARE准备StructuGainingAttention

吸引注意力Objectives目标Identifythe3partsoftheattentionsection.识别吸引注意力的三个部分Writethe“A”sectionforyourtrainingsession写出你培训课程的”A“部分GainingAttention吸引注意力GainingAttention

吸引注意力Satisfyingunmetneed实现未能满足的需求Highlightendresult强调最终的结果Icebreaker破冰Music音乐Voice声音Smell嗅觉Games游戏Gift礼物Story故事Casestudy案例分析Realexamples真实的例子GainingAttention吸引注意力OHP/5a(ii)GainingAttention吸引注意力W -What内容I -Interest兴趣N -Need需求OHP/5a(ii)GainingAttentionWhat?

内容Youneedtobespecificwhattheyaretolearn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Thinkaboutexamplesinyourdepartment举一个部门里的例子What?内容Interest

兴趣Creatingadesiretolearntomeettheir‘unmet’needs创造一个“实现未满足的需求”的意愿Backgroundoftopic主题背景Finishedexample完成的例子Storyabouttopic关于主题的故事History历史Joke笑话Personalexperience个人经历分享Somethingtopical时事Questions提问Interest兴趣Need

需求

Whatisthe‘personal’and‘professional’benefitorrewardforcompletingthetrainingprogram当你完成培训时，”对个人“或者”对工作“的好处或奖励是什么？

What‘personal’and‘professional’benefitscanyouprovideyourstaff?你能为你的员工提供什么”对个人“或”对工作“的益处？Need需求Need

需求Jobsafety工作安全Enhancejobsatisfaction提高工作满意度Enhanceteamspirit加强团队精神Prideinthejob工作骄傲感Opportunityforadvancement进步的机会Statuswithinthehotel酒店内的地位形象Reward/recognition奖励/认可Confidence,professionalism,proficiency自信心，专业化，熟练程度Need需求Module7Breakdown分步讲解Module7OHP/3c

P–PREPARE准备A–ATTENTION吸引注意力B–BREAKDOWN分步讲解C–CHECK检查StructureofTraining培训的结构OHP/3cP–PREPARE准备StructuBreakdown分步讲解Objectives:目标Identifywhatwemeanbysteps,standardsandquestions.识别计划开展培训时的步骤、标准以及问题Planthe“B”sectionofyourtrainingsession计划你培训中的B部分Breakdown分步讲解Breakdown

分步讲解

MAKEAGIN&TONIC

制作饮品（金酒及汤力水）1OFTHETASKS

任务之一JOB工作DUTIES职责TASKS任务STEPS步骤OHP/6b(I)

BARMAN

酒吧服务员PREPARE&SERVEDRINKS

准备饮品并服务THEJOB工作1OFTHEDUTIES

职责之一Breakdown分步讲解

MAKEAGIN&TOOHP/6a

TaskBreakdown任务分步讲解JOB: 工作 Barman酒吧服务员DUTIES:职责 StockaBar酒吧盘存TASKS:任务 PrepareJuices准备果汁STEPS:步骤 Collectbottles收集瓶子 Checkexpirydate检查有效期 FIFOOHP/6aTaskBreakdown任务分步讲解WhyDoWeBreakdownTheTask?

为什么要分步讲解任务？Sothetraineeisclearaboutwhattheyhavetodo.学员清楚了解要做什么Sowedonotmissanythingout.不会有遗漏Sowetrainonallkeypoints.培训涉及到所有要点Sowedonotmakeassumptions.不会主观臆断Sowethinkthroughourownskillstounlockthesecretswehavesoweareabletotransferthesetoourtrainee.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WhyDoWeBreakdownTheTask?OHP/6d

StagesofaTrainingSession培训的阶段BREAKDOWN分步讲解CHECK检查ATTENTION吸引注意力WINQuestions提问Explanations解释Demonstrations示范TraineePractice学员技能练习Questions提问Explanations解释Demonstration示范TraineePractice学员技能练习Practical技能操作检查Verbal口头检查2Stages阶段12OHP/6dStagesofaTrainingStages

阶段Weneedtodeliverourtraininginappropriatestagessoitisattherightlevel.我们需要把培训内容分成合适的阶段进行Toomanystagesandthetrainingwillbetooeasy.过多的阶段会使培训更加复杂Toofewstagesandthetraineewillbecomeoverloadedandforget.过少的阶段会使学员被步骤“超负荷”并容易遗忘Stages阶段Module8QuestionTechnique

提问技巧Module8QuestionsTechnique提问技巧Objectives:目标Identifythetypesofquestionsyoushouldask.识别你提出的问题类型Establishthenumberofquestionsyouneedinyoursession.确定你培训中需要的问题数量Knowhowtohandleanswers.知道如何应对答案QuestionsTechnique提问技巧WhyDoWeAskQuestions?

为何提问？Keepsthetraineeinterestedandinvolved.激发学员的兴趣和参与Helpsthetraineelearn.帮助学员学习Makesthetraineethinkforthemselves.让学员自行思考Aidesretentionofinformation.更容易记住信息Checksrecallandunderstanding.检查记忆和理解WhyDoWeAskQuestions?为何提问？OHP/7b

Checkpriorknowledge–Attention检查以往知识-吸引注意力Maintaininterest–Breakdown保持兴趣-分步讲解Involvetrainee-Breakdown让学员参与其中-分步讲解

Encouragetraineetoreasonthingsoutforhim/herself–Breakdown鼓励学员自己找出如此操作的原因-分步讲解Checkrecallofinformationandunderstanding–Check检查所学的内容和学员员理解情况-检查Wheredoweaskquestions何时需要提问？OHP/7bWheredoweaskquestiOHP/7c

Whatisthedifferencebetweena teachingandtestingquestion? 教学性问题及测试性问题的区别Provideexamplesofeach各举一例Teaching&TestingQuestions教学性问题和测试性问题OHP/7cTeaching&TestingQuOHP/7c

Someteachingtogaininterest用教学性问题引起学员兴趣Sometestingtocheckpreviousknowledge用测试性问题检查以往所学知识ABC

Teachingquestionstoassistlearning用教学性问题帮助学员学习Testingquestionstochecklearning 用测试性问题检查学员学习情况Teaching&TestingQuestions教学性问题和测试性问题OHP/7c

ABC

TestingquestionTypesOfQuestions

问题类型Open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Gaincommitment获得承诺TypesOfQuestions问题类型OHP/7d

HandlingAnswers应对答案

Rightanswer

正确答案Praiseandasktraineetobuildontheanswer

表扬并让学员就答案进一步扩展Partiallyrightanswer

部分正确答案Praisewhat‘sright,rephrasequestionstohelptraineefigureoutwhatwaswrong

表扬正确部分，复述问题以帮助学员领悟错在哪里Wronganswer错误答案Rephrasethequestion

复述问题Noanswer无答案

Simplifyorrephrasethequestion

使问题简明化或复述问题TypeofAnswer答案类型 Response

应对OHP/7dHandlingAnswers应对答案Module9Check

检查最新美国饭店业协会训导师培训课程课件OHP/3c

P–PREPARE准备A–ATTENTION吸引注意力B–BREAKDOWN分布讲解C–CHECK检查StructureofTraining培训的结构OHP/3cP–PREPARE准备StructurOHP/8a

CheckSection检查部分Objectives目标Explainwhyitisimportanttocheckunderstandingofthetrainee解释为什么检查学员的理解很重要Preparethe“C”sectionforyourtrainingsession为自己的培训课程准备C部分OHP/8aCheckSection检查部分OHP/8a

CheckSection检查部分

VERBALVSPRACTICAL口头检查与技能操作检查Whichdoyoudofirstandwhy?先进行哪个？为什么？OHP/8aCheckSection检查部分OHP/8b

Logical逻辑性NoNewLearning(WHY?)不涉及新知识KeyPoints检查要点CheckRecallandUnderstanding

检查记忆和理解QuestionforEachStandard每个标准对应的问题AskTraineeIfTheyHaveAnyQuestions询问学员是否还有其他的问题VerbalCheck口头检查OHP/8bLogical逻辑性VerbalChOHP/8c

PracticalCheck技能操作检查

Watch观察GiveEncouragement给予鼓励AllowTraineetoPracticeUnaided请学员独立完成PointoutSmallMistakesattheend结束时指出存在的小问题RemoveItemswhichcanbecopied移走学员可参考的相关资料Praise表扬GiveSupportMaterials提供辅助材料LinkForward联系下次课程OHP/8cPracticalCheck技能操作检Module10CraftTrainingSmallGroups小组技能培训最新美国饭店业协会训导师培训课程课件OHP/9a

CraftTrainingSmallGroups小组技能培训Objectives目标

Statewhatfactorstrainersmustbeawareofwhentrainingsmallgroups陈述培训者在进行小组培训时必须考虑的因素Statewhyitisimportanttotaketheseintoconsideration解释考虑这些因素的重要性OHP/9aCraftTrainingSmallOHP/9a

CraftTrainingSmallGroups小组技能培训Whattrainingprogramsdoyoudeliverinyourhotel:在你们酒店里你进行哪种培训Onetoone

一对一Smallgroups

一对小组Why?

为什么OHP/9aCraftTrainingSmallOHP/9a

CraftTrainingSmallGroups小组技能培训Onetoone一对一Promotionsandtransfer

升职或转岗Newon-boarding

新员工入职Individualperformance

个人表现Specifictrainingneeds

特别培训需求Highpotential

高潜力员工SmallGroups

一对小组Newsystemsandstandards

新系统或新标准出台Refreshtraining

复习培训CompanyCulture

公司核心文化Newinformation(packagesandpromotions)

新信息（促销）OHP/9aCraftTrainingSmallOHP/9b

OnetoOneTraining一对一技能培训

Traineemightpreferit学员可能喜欢Trainermightpreferit培训员可能喜欢Taskbeingtrainedissodetaileditwouldbedifficultwithlargernumbers被培训的任务太细，学员人数多会有较大难度Trainingareahaslimitedspace没有足够的培训场地Only1setofequipment只有一套设备Canonlyreleaseoneindividualatatimefromtheirworkduties当班员工中一次只能调配一位参加培训Onlyoneindividualrequiredtocompletetask只有一位员工被要求完成该任务OHP/9bOnetoOneTraining一OHP/9c

TrainingSmallGroups小组技能培训Traineesmightpreferit学员可能喜欢Trainermightpreferit培训员可能喜欢Morecosteffective成本更有效Taskbeingtrainedissuitableforsmallgroups被培训的任务适合小组培训Trainingareahasenoughspace有足够的空间Plentifulsupplyofequipmentandmaterials有足够的设备及资料Canreleaseseveralindividualsfromtheirworkdutiesatonetime当班员工中每次能同时安排几个人参加培训Smallgrouprequiredtocompletethetask需要小组来共同完成任务Allreceivesametrainingatthesametime所有人需要在同时接受同样的培训OHP/9cTrainingSmallGroupsOHP/9c

Problems:弊端Sizeoftheroom/facilities培训场地的大小/设施设备Attention学员的注意力Differentlevelsofindividualskills学员的个人水平不同Can’tmeetallneeds不能满足所有需求Dynamicsofgroup小组的多样性Availability(shift)倒班问题Hardtoassessindividuallearning很难衡量单个学员的学习效果TrainingSmallGroups小组技能培训OHP/9cProblems:弊端TrainingModule11CorrectiveCoaching指正辅导最新美国饭店业协会训导师培训课程课件OHP/10b(I)“Demonstrations,explanationsorquestionsthatresultinremindinganindividualofthecorrectwayofapproachingasituationortask”通过示范、解释或提问来提醒学员完成此工作任务的正确方式CorrectiveCoaching

指正辅导OHP/10b(I)“Demonstrations,OHP/10a

CorrectiveCoaching指正辅导Objectives目标

Analysetheinterpersonalskillsrequiredbyacoach分析辅导者所需的人际沟通技巧Statethe6keystepsincorrectivecoaching陈述指正辅导的六个重要步骤

Demonstratetheskillsofacoachinaroleplay

OHP/10aCorrectiveCoachingOHP/10a

Whatistheroleofacoach?辅导者的角色IMPROVEPERFORMANCE提高表现Physical(skills)动手能力（技巧）Mental(confidence)思想意识（自信）THROUGH通过以下方式Guidance&support指导和支持Motivate鼓舞士气，激发动力Correctfaults指正错误Teachskills教授技巧Practise练习Supervise监管Finetune合适的语调OHP/10aWhatistheroleofOHP/10a

RequirementsofaCoach对辅导者的要求JOBRELATED与工作相关的Experience经验Knowledge知识TEACHINGRELATED与教导相关的Deliveryskills教授技巧Understanding理解力Feedback反馈Assessment评估Motivation鼓舞士气，激发动力Attitude态度Planner计划者Calmandlevelheaded沉着冷静BRINGOUTTHEBESTINEVERYINDIVIDUALOHP/10aRequirementsofaCoOHP/10c(ii)Coachingisaboutachievingawin/win!指导的作用在于达到“双赢”效果WIN/WIN双赢CorrectiveCoaching

指正辅导OHP/10c(ii)CorrectiveCoacOHP/10c(iIi)

“PRAISESANDWICH”

三明治式表扬法PRAISEAREAFORIMPROVEMENTPRAISEAGAINABCCorrectiveCoachingModel指正辅导模式

OHP/10c(iIi)PRAISEAREAFOROHP/10c(ii)

Coachpraisesskillswelldone指导者表扬学员工作完成地不错Coachidentifiesfault指导者指出错误所在Establisheseffectoffault&reasonsforit.指出错误导致的后果及原因Coachquestionstraineetobestwaytoavoidinfuture指导者询问学员今后有何避免错误发生的最好办法Coachquestionstraineetoensuretheprocedureisunderstood–gainscommitment指导者提问学员以确保其完全理解程序－获得学员的承诺Coachfollowsupduringwork指导者在工作中予以跟进CorrectiveCoachingModel

指正辅导的模式OHP/10c(ii)CoachpraisesOHP/10c(ii)ROLEPLAY角色扮演 Identifycommoncoachingscenariosinyourworkplaceroleplayactivitiesandpractisecoachingtechniques 找出工作时可能出现的指导场景，进行角色扮演，来练习”指导”技巧。CorrectiveCoachingModel

指正辅导模式OHP/10c(ii)ROLEPLAY角色扮演CModule12StructureofFeedback反馈的结构最新美国饭店业协会训导师培训课程课件OHP/3d

Feedback反馈Whydowegivefeedback?我们为什么要给予反馈？Whatistheobjectiveoffeedback?反馈的目的是什么？OHP/3dFeedback反馈Whydowe最新美国饭店业协会训导师培训课程课件OHP/11a

OnetoOneTraining-TheProcess一对一培训的程序MASTERTRAINER培训导师 (1min)Introduceallparticipants介绍所有学员Allocatesrolesforparticipants给学员分配任务TRAINER培训员 (20mins)Conducttraining进行培训MASTERTRAINER培训导师 (20mins)ConductFeedback进行反馈MARKING分别打分

(5mins)REGISTEREDASSESSOR认证评估师 (15mins)FeedbackonMasterTrainerandTrainer分别给培训导师和培训员进行反馈OHP/11aOnetoOneTraining1.

Trainercommentsonhowwelltheirsessionwent(andwhatdidn‘tgosowell)培训员自己就培训完成的好的方面以及不足进行评价2.Traineecommentsonhowthesessionwasforthem学员对培训进行评价3.IndividualsinthegroupfeedbackontheABandCsectionsofthesession小组成员对培训的ABC三个部分进行反馈4.Tutoraddsto,clarifiesandsummarisesthegroup‘sfeedback,asappropriate培训导师就小组成员的反馈进行适当的补充，解释与概括5.Trainersummarisesthefeedbackthattheyhavereceivedandstatespointsforimprovement培训员总结所收到的反馈意见并陈述可以改进的部分。STRUCTUREOFFEEDBACK反馈流程STRUCTUREOFFEEDBACK最新美国饭店业协会训导师培训课程课件Module13AccreditationCriteria认证标准最新美国饭店业协会训导师培训课程课件MasterAssessorLicensedtoassess&licenseRegisteredAssessorsRegisteredAssessorMasterTrainerlicensedtoassess&licenseCTCMasterTrainersMasterTrainerTrainerlicensedtorunCTCprogrammesTrainerPotentialMasterTraineronanaccreditationprogrammeorawaitingassessmentTraineeDelegateonCTCprogrammeDevelopmentHierarchy发展层级MasterAssessorLicensedtoassAccreditationAssessmentCriteria

认证评估标准

Delivery–abilitytodelivertostandards技能培训－能够按照标准进行

Content–understandingofprogramme内容－对课程的理解

GroupHandling–techniques对小组学员的控制－技巧

FeedbackSkills–structure&techniques反馈－结构和技巧

Assessment–markingaccuracy评估－打分的正确性AccreditationAssessmentCriteModule14Assessing&Marking评估及打分最新美国饭店业协会训导师培训课程课件CycleofActivities活动过程Grouptrainingsessiontakesplace

培训员对小组学员进行培训MasterTrainerfeedsbackonthesessionusingthegroup

培训导师引导小组学员对课程进行反馈Everyonemarksthesession

分别打分RegisteredAssessordoesacomparisonofeveryone’smarksusingOHPanddiscussesthemarks

分数比较RegisteredassessorsummarisesfeedbacktotheMastertrainer

andTrainer

总结反馈CycleofActivities活动过程GroupOHP/11a

Marking打分Markingoftheassessmentwillbedoneby:以下各方分别进行打分：Registeredassessor (basedoncriteria根据标准)MasterTrainer (basedoncriteria根据标准)Participants&Trainer (basedonmastertrainer根据MT的反馈)COMPARISONS分数的对比：Qualityofassessment评估的质量 (RAVSMT)Qualityoffeedback反馈的质量 (MTVSParticipants&Trainer)OHP/11aMarking打分最新美国饭店业协会训导师培训课程课件Module15ProvideTrainingintheWorkplace岗位培训最新美国饭店业协会训导师培训课程课件OHP/11a

Objectives目标Statewhatadditionalissuestheonjobtrainermustconsiderbeforetheirroleiscompleted指出部门培训员在开展培训前需要考虑的额外因素Explainthetrainingsystemsinplaceinthishotel:解释酒店内的现有培训系统InitialTrainingPlan新进员工培训计划On-JobTrainingRecord员工岗位培训记录TrainingintheWorkplace岗位培训OHP/11aTrainingintheWorkWhatIsYourRoleInOnBoarding?

员工入职时你发挥什么作用？Providinginitialtrainingplanfornewemployees.为他们提供新进员工培训计划TrainingnewemployeesthroughtheWorkplaceTrainer’sCertificateformat.部门认证培训员开展新员工的培训Ensuringthenewemployeeworksinasafemannerfrom“Day1”.