ihg技能培訓(xùn)認(rèn)證

1、Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,Craft Trainer'sCertificate,技能培訓(xùn)認(rèn)證,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,2,Introduction導(dǎo)言Why you have b

2、een selected to attend this program?為什么你會被選擇來參加這個培訓(xùn)？What you want to learn throughout the program to help you to be a better trainer?在這個培訓(xùn)中，你想通過學(xué)習(xí)哪些知識使你成為一個更優(yōu)秀的培訓(xùn)員？3. What training you will be expected to carry out

3、when you return to your department?當(dāng)你回到部門后，你將會實施哪些培訓(xùn)？,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,3,Need需求Effective training skills are essential for all supervisors and managers.著實有效的培訓(xùn)技能

4、是所有主管和經(jīng)理的必要素質(zhì)之一。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,4,The Employee Lifecycle 員工的職業(yè)周期,5. Assessment - Training and Development:評估-培訓(xùn)和發(fā)展DH’s with potential to move into GM positio

5、ns, will attend assessmentand development programs.有可能成為總經(jīng)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 competent in coaching, disciplin

6、ing etc.主要針對于那些管理者他們必須有管理和督導(dǎo)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(shè)置和完成目標(biāo)從而進(jìn)行下一步。,2. Communicating ExpectationsTo Employees: 將期望傳達(dá)給員工Send out the ri

7、ght messages to allnew employees.向所有新員工傳遞正確的信息,Preparing The Organization組織框架的準(zhǔn)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 – Trai

8、ningand Development:塑造能力-培訓(xùn)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(xùn)需求。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,5,Ra

9、nge范圍Program Outline培訓(xùn)綱要Day 1:Introduction導(dǎo)言Benefits of training培訓(xùn)的益處Identifying learning needs識別學(xué)習(xí)需求Organising the training content組織培訓(xùn)內(nèi)容First practice session第一次練習(xí)Learning preferences學(xué)習(xí)偏好,Copyright © 2006,

10、 InterContinental Hotels Group. All Rights Reserved.,6,Range范圍Program Outline培訓(xùn)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(xí)Corrective coaching糾正指導(dǎo)Training systems and

11、 resources培訓(xùn)體系及資源,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,7,Range范圍Program Outline培訓(xùn)綱要Day 3: (Optional – may be conducted back in the workplace.可選-或可在實際培訓(xùn)中進(jìn)行)Third practice session第三

12、次練習(xí)Assessment評估,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,8,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 way that sui

13、ts you best.可以適合你的任何方式使用它。Lots of fun!享受你的培訓(xùn)！,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,9,Objectives目標(biāo)Identify Training & Development requirements for team members in your departme

14、nt.識別你的團(tuán)隊成員的培訓(xùn)和發(fā)展要求。Design and carry out a short piece of on-the-job training to meet these needs.設(shè)計和實施一個簡短的培訓(xùn)來迎合這些需求。Evaluate the effectiveness of the training.評估培訓(xùn)的效果。Develop opportunities to build organizational ca

15、pability for the future.為將來塑造組織能力創(chuàng)造機(jī)會。Coach team members in the development of their skills.指導(dǎo)團(tuán)隊成員發(fā)展他們的技能。Carry out corrective coaching to ensure the standards are maintained.進(jìn)行糾正指導(dǎo)確保工作標(biāo)準(zhǔn)的實施。Choose training resources

16、and systems to support your department’s training.選擇培訓(xùn)資源和系統(tǒng)來支持你們的部門培訓(xùn)。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,Module 2第二章Benefits Of Training培訓(xùn)的益處,Copyright © 2006, InterContin

17、ental Hotels Group. All Rights Reserved.,11,Benefits Of Training培訓(xùn)的益處Objectives目標(biāo)Establish a definition of training.確定培訓(xùn)的定義。Explain who benefits from training and what the specific benefits are.解釋誰會從培訓(xùn)中得益和得到了哪些益處。Des

18、cribe some of the barriers that prevent us from training.簡述一些阻礙我們進(jìn)行培訓(xùn)的困難。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,12,What Is Training?什么是培訓(xùn)？To bring a person to a desired state or stan

19、dard through instruction or practice.通過指導(dǎo)和練習(xí)使之達(dá)到期望的狀態(tài)或標(biāo)準(zhǔn)。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,13,What Type Of Employees Need Training?哪些員工需要培訓(xùn)？New employees (On Boarding).新員工（剛?cè)肼殻?/p>

20、Transferring to another department (New knowledge).調(diào)至另一部門（新知識）。Promotion (New knowledge).提升（新知識）。When standards have dropped (Corrective).無法達(dá)到工作標(biāo)準(zhǔn)（糾正）。,Copyright © 2006, InterContinental Hotels Group. All Rights

21、Reserved.,14,Who Benefits From Training?誰從培訓(xùn)中受益？Trainees/Employees員工Trainers/Supervisors培訓(xùn)員/主管Guest顧客Hotel酒店,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,15,Who Benefits From Training?誰從

22、培訓(xùn)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。,Copyright © 2006, InterContinental Hotels Group. All

23、 Rights Reserved.,16,Who Benefits From Training?誰從培訓(xùn)中受益？Trainer/Supervisor培訓(xùn)員/主管Delegate more tasks.委派更多的任務(wù)。Less complaints.更少的抱怨。Increases team morale.提高團(tuán)隊士氣。Less time spent checking on employees.節(jié)省檢查員工的時間。,Copyrig

24、ht © 2006, InterContinental Hotels Group. All Rights Reserved.,17,Who Benefits From Training?誰從培訓(xùn)中受益？Guest客人Efficient service.高效的服務(wù)。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

25、服務(wù)。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,18,Who Benefits From Training?誰從培訓(xùn)中受益？Hotel酒店Consistent standards.始終如一的服務(wù)標(biāo)準(zhǔn)。Improved productivity.提高生產(chǎn)力。Increased retention.減少人員流失。Incre

26、ased morale.提高士氣。Less complaints.減少抱怨。Increased revenue.增加收入。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,19,Team have todo more work大量的工作,Recruit newEmployee招聘新員工,Barriers To Trainin

27、g 培訓(xùn)障礙,They do thingsWrong做錯事,New employeegets thrown in新員工入職,Employee feelsDemotivated員工沒有動力,Team getsDemotivated團(tuán)隊沒有動力,I don’t havetime to train沒時間,EmployeeLeaves員工離職,VICIOUSCYCLE惡性循環(huán),Copyright © 2006

28、, InterContinental Hotels Group. All Rights Reserved.,20,Employee isMotivated員工有動力,Manager has more time經(jīng)理有更多的時間,Barriers To Training培訓(xùn)障礙,Employee learnsnew skills員工學(xué)到新技能,New employeeenjoys role新員工遵守規(guī)則,Employee f

29、eelsValued員工感覺到很受用,Employee takeson extra tasks員工接受額外工作,I don’t have timeNOT to train我有足夠的培訓(xùn)時間,Employee worksUnsupervised員工工作無須監(jiān)督,VIRTUOUSCYCLE良性循環(huán),Copyright © 2006, InterContinental Hotels Group. All Right

30、s Reserved.,Module 3第三章Identifying LearningNeeds識別培訓(xùn)需求,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,22,Identifying Learning Needs確定培訓(xùn)需求Objectives目標(biāo)State why it is important to identify

31、 learning needs.陳述為什么識別學(xué)習(xí)需求很重要？Describe a learning need.描述學(xué)習(xí)需求。Identify how skills, knowledge and attitude contribute to the learning need.認(rèn)識到技能、知識和態(tài)度如何有助于學(xué)習(xí)需求Recognise times when training is not the answer.當(dāng)培訓(xùn)不是解決辦法的

32、時候要注意分別。Describe the overall role of the Workplace Trainer.描述工作場所培訓(xùn)者的全面職能。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,23,Learning學(xué)習(xí)Learning is to gain knowledge or skill by study, experi

33、ence or being taught.指通過研究、體驗或被教育而獲得知識或技能。Training培訓(xùn)To bring a person to a desired state or standard by instruction or practice.通過指導(dǎo)和練習(xí)使之達(dá)到期望的狀態(tài)或標(biāo)準(zhǔn)。,Copyright © 2006, InterContinental Hotels Group. All Rights Rese

34、rved.,24,Training VS LearningTraining is what you do as the trainer.Learning is what the trainee does.,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,25,Actual Performance實際表現(xiàn),Desired Perfor

35、mance期望表現(xiàn),What Is A Learning Need?什么是學(xué)習(xí)需求？,Learning Need學(xué)習(xí)需求,,,,,,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,26,Skills技能,Knowledge知識,What Is Competency?什么是能力？,Competent能力,Attitude態(tài)度,

36、Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,27,Passionate熱情,Action Oriented行動導(dǎo)向,The Leadership Brand Framework領(lǐng)導(dǎo)力品牌的架構(gòu),Team Focused團(tuán)隊關(guān)注,Savvy理解能力,Copyright © 2006, InterContinental

37、 Hotels Group. All Rights Reserved.,28,Measurement Tools測量工具GSTS (Guest satisfaction Test 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Lo

38、w productivity低下的生產(chǎn)力,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,29,LeadershipBrandCompetencies,PerformanceManagement績效管理,The Role Of The Workplace Trainer工作場所培訓(xùn)者的職能,IdentifyLearningN

39、eeds確定培訓(xùn)需求,OngoingTraining進(jìn)行培訓(xùn),OvercomingObstacles克服障礙,WORKPLACETRAINER,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,Module 4第四章Organising The Training Content組織培訓(xùn)內(nèi)容,Copyright 

40、9; 2006, InterContinental Hotels Group. All Rights Reserved.,31,Organising The Training Content組織培訓(xùn)內(nèi)容Objectives目標(biāo)Describe the component parts of a training session.描述培訓(xùn)過程的組成部分。Explain the benefits of having a structur

41、e.解釋擁有完整結(jié)構(gòu)的好處。Demonstrate the logical sequence in your 1st practice session.在你的第一次練習(xí)中展示你的邏輯順序。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,32,Preparation準(zhǔn)備Trainee學(xué)員Goals and outcomes目標(biāo)和成

42、果Performance standards執(zhí)行標(biāo)準(zhǔn)Skills gaps技能差距Training Requirements培訓(xùn)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(xùn)計劃Remember… “Failing to p

43、lan is planning to fail!”,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,33,Gaining Attention吸引注意力What 主題Interest 興趣Need 需求,Copyright © 2006, InterContinental Hotels Group. All Rights

44、Reserved.,34,Breakdown分步講解,Explanation解釋,Questions問題,Demonstration示范,Stages分步,Trainee Practice學(xué)員練習(xí),Praise表揚(yáng),Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,35,CheckVerbal check口頭檢查Pract

45、ical check實踐檢查Praise表揚(yáng)Link forward繼續(xù)延伸,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,First PracticalSession第一次練習(xí),Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.

46、,Module 5第五章Learning Preferences學(xué)習(xí)偏好,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,38,Learning Preferences學(xué)習(xí)偏好Objectives目標(biāo)Identify how and why people learn.為什么人們要學(xué)習(xí)，如何學(xué)習(xí)Recognise how yo

47、u the trainer can help the learner to learn.學(xué)會作為培訓(xùn)員如何幫助你的學(xué)員去學(xué)習(xí)。Identify ways to overcome the barriers to learning.認(rèn)識跨越學(xué)習(xí)障礙的方法。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,39,Learning Prefe

48、rences學(xué)習(xí)偏好,I Remember 記住,I Understand 理解,I Forget 忘記,I See 看,I Do 做,I Hear 聽,,,,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,40,Left Side左半球Verbal語言Analytical分析Process ideas sequential

49、ly間接想法的產(chǎn)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Intuitive直覺Process ideas simultaneously形成直接想法No sense of time 沒有時間觀念See

50、whole first會先看到整體Talk with your hands動手能力,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,41,VAK Styles VAK類型Visual - “Show me”視覺類型These communicators and learners tend to see things in thei

51、r minds and 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 aud

52、io tapes.Kinaesthetic - “Let me try”觸覺類型These communicators and learners tend to use movement and action. They prefer to learn by writing, acting out, pacing and gestures.,Copyright © 2006, InterContinental Hotels

53、 Group. All Rights Reserved.,Module 6第六章Gaining Attention吸引注意力,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,43,Gaining Attention吸引注意力Objectives目標(biāo)Identify the 3 parts of the attention se

54、ction.認(rèn)識吸引注意力的三個部分。Write the “A” section for your training session this afternoon. 在今天下午寫出你的培訓(xùn)提綱的”A” 部分。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,44,What?Specific 具體,Copyright © 2

55、006, InterContinental Hotels Group. All Rights Reserved.,45,Interest培訓(xùn)什么？Background of topic話題背景Finished example實例/樣品Story about topic故事(與主題有關(guān)的)History歷史Joke笑話Personal experience個人經(jīng)驗Something topical一些有關(guān)的話題Questi

56、ons問題,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,46,NeedJob safety安全Enhance job satisfaction提高工作滿意度Enhance team spirit增強(qiáng)合作精神Pride in the job以工作為傲Opportunity for advancement更好的發(fā)展機(jī)會Sta

57、tus within the hotel在酒店中的地位Reward/recognition獎勵/贊揚(yáng)Confidence, professionalism, proficiency 自信、專業(yè)、熟練,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,Module 7第七章Breakdown分步講解,Copyright ©

58、; 2006, InterContinental Hotels Group. All Rights Reserved.,48,Breakdown分步講解Objectives目標(biāo):Identify what we mean by steps, standards and questions.通過步驟.標(biāo)準(zhǔn)和問題來確定你要表達(dá)的意思Plan the “B” section of your training session for th

59、is afternoon.在今天下午寫出你的培訓(xùn)計劃的”B”部分。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,49,Why Do We Breakdown The Task?為什么要分步進(jìn)行？So the trainee is clear about what they have to do.學(xué)員會清楚要做什么。So we d

60、o not miss anything out.我們不會遺漏內(nèi)容。So we train on all key points.所有的重點(diǎn)都可涵蓋So we do not make assumptions.不用做假設(shè)So we think through our own skills to unlock the secrets we have so we are able to transfer these to our train

61、ee. 更好的傳遞知識。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,50,Stages進(jìn)程We need to deliver our training in appropriate stages so it is at the right level.我們需要以適當(dāng)?shù)牟襟E來做我們的培訓(xùn),以至與他會在一個正確的水平Too ma

62、ny stages and the training will be too easy.步驟越多,培訓(xùn)越簡單Too few stages and the trainee will become overloaded and forget.步驟越少,培訓(xùn)會變的越有負(fù)擔(dān)甚至被遺忘,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,Modul

63、e 8第八章Questions問題,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,52,Questions問題Objectives目標(biāo):Identify the types of questions you should ask.認(rèn)識問題的種類。Establish the number of questions you n

64、eed in your session.設(shè)定你培訓(xùn)中所需要的問題。Know how to handle answers.學(xué)會如何處理問題。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,53,Why Do We Ask Questions?為什么要問問題？Keeps the trainee interested and invol

65、ved.使學(xué)員感興趣和融入其中。Helps the trainee learn.幫助學(xué)員學(xué)習(xí)。Makes the trainee think for themselves.使學(xué)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。,Copyright © 2006, InterContinental Hotel

66、s Group. All Rights Reserved.,54,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(rèn),Copyright © 2006, InterContinental Hotels Group. All Rights R

67、eserved.,55,Winning Ways,Do the right thing/做對的事Show we care/體現(xiàn)關(guān)愛Aim higher/追求卓越Celebrate difference/求同存異Work better together/協(xié)作共贏,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,Module

68、 9第九章Check檢查,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,57,Check檢查Objectives目標(biāo):Establish why it is important to check the effectiveness of our training.認(rèn)識為什么檢查培訓(xùn)的效果很重要。Complete the “

69、C” section of our training session.完成你的培訓(xùn)的”C” 部分。,Copyright © 2006, InterContinental Hotels Group. All Rights Reserved.,58,Benefits Of Checking檢查的益處Ensures that we have achieved our objectives as trainers.確定我們達(dá)到了培訓(xùn)