TTT培訓完整ppt課件

TrainINGTheTrainer培訓培訓師,Attendance出席Punctuality準時Break課件休息Messages留言Questions提問Listenandlearnfromothers聆聽與學習他人Participateandtakenotes參與互動并做筆記,GroundRules培訓的約定,Learnbydoing在練習中學習Trynewthingsandcompletetasks嘗試新事物并完成任務Helpandevaluateeachother幫助與評估他人Acceptfeedback接受反饋Parkinglot停車位Havefunshowpositiveenergy開心-展現(xiàn)正能量,GroundRules培訓的約定,Module1:Conductingone-on-onetraining模塊一：開展一對一的培訓Module2:Conductinggrouptraining模塊二：開展多人培訓,OverviewofTTTSeriesTTT培訓系列概述,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓員Session2Principlesoflearning第二章：學習的原則Session3Preparingtotrain第三章：培訓前的準備Session4Conductingskillstraining第四章：開展技能培訓Session5Conductingknowledgetraining第五章：開展知識培訓Session6Departmenttraining第六章：部門培訓,CourseOutline課程綱要,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓員-Welcomeandcourseintroduction歡迎及課程介紹-participantintroduction學員自我介紹-definitionoftraining培訓的定義-benefitsoftraining培訓的益處-characteristicsofaneffectivetrainer一名有效的培訓員應具備的特征-targetaudience目標聽眾-causesofpoorperformance表現(xiàn)不佳的原因,CourseOutline-Day1課程綱要-第一天,Session2Principlesoflearning第二章：學習的原則-threetypesoflearners三種類型的學員-experienceandlearning經(jīng)驗和學習-twokindsoftraining兩類培訓Session3Preparingtotraining第三章：培訓前的準備-planningfortraining培訓計劃-threelevelsofinformation三種層次的信息,CourseOutline-Day1（Continue）課程綱要-第一天（續(xù)）,Session4:Conductingskillstraining第四章：開展技能培訓-ABCmethodABC方法-demonstrationofABCABC方法示范-trainingobjectives培訓目的-correctivefeedback糾正的反饋-speakinganxiety演講的憂慮-skillstrainingpresentationassignment技能培訓任務分配-summaryreview總結,CourseOutline-Day1（Continue）課程綱要-第一天（續(xù)）,CourseOutline-Day2課程綱要-第二天,Session4:Conductingskillstraining第四章：開展技能培訓-Presentationpracticeforskillstraining技能培訓的實踐練習,Session5Conductingknowledgetraining第五章：開展知識培訓-AICmethodAIC方法-demonstrationofAICmethodAIC方法展示-trainingtools培訓工具-knowledgetrainingpresentationassignment知識培訓任務分配,CourseOutline-Day2（Continue）課程綱要-第二天（續(xù)）,Session5Conductingknowledgetraining第五章：開展知識培訓-Presentationpracticeforknowledgetraining知識培訓的實踐練習Session6Departmenttraining第六章：部門培訓-administrationofdepartmentalskillsandknowledgetraining執(zhí)行部門的技能和知識培訓-summaryreviewandconclusion概要和總結,CourseOutline-Day3課程綱要-第三天,Welcomeandcourseintroduction歡迎及課程介紹,Bytheendofthismodule,participantswillbeableto：在本課程結束時，學員將能夠：-Conducteffectiveon-the-jobtrainingsessionsinbothskillsandknowledgeforonetosmallgroup給小組成員舉辦有效的技能和知識在崗位培訓課程-Describethecharacteristicsofaneffectivetrainer描述一名有效的培訓員所應具備的特征-Applytheprincipleoflearningtotraining把學習的原則運用在培訓當中-Givefeedbackforrecognitionandimprovementinapositivemanner以積極的態(tài)度來給予正面和如何改善的反饋-Organize,administerandconductdepartmentalon-the-jobtraining組織、管理并開展部門在崗培訓,Name姓名Position職位BestTraining最好的培訓經(jīng)歷WorstTraining最壞的培訓經(jīng)歷,ParticipantIntroduction學員自我介紹,Tobringapersontoadesiredstateorstandardbyinstructionofpractice.通過指令來使一個人達到一個期望的狀態(tài)或標準。,DefinitionofTraining培訓的定義,Aplannedandsystematicefforttomodifyordevelopknowledgeorskillasaresultoftheteachingofpracticalskillsandknowledgethatrelatetospecificusefulcompetenciesforagivenjob.以教授與完成某個給定的工作所需要的特定的、有用的相關的實踐技能和知識目標，通過有計劃和系統(tǒng)的努力來修正和增加知識或提高技能。,DefinitionofTraining培訓的定義,One-on-OneTraining一對一培訓Trainertrainsindividualemployeeseitheronoroffthejob.培訓員逐一對員工進行在崗培訓或崗外培訓。GroupTraining多人培訓Trainerconductsgrouptrainingforanumberofemployeesatthesametimenormallyinaclassroomsetting.培訓員在同一時間將一定數(shù)量的員工組成小組進行培訓，通常擺放成教室的形式。,TypesofTraining培訓的類型,One-the-JobTraining在崗培訓Trainingisconductedattheactualworkplacemosteffectiveforone-on-onetraining.培訓安排在一個特定的工作場所進行。這種類型的培訓對一對一的培訓方式最有效。Off-the-Jobtraining脫崗培訓Trainingisconductedawayfromactualworkplace,ofteninameetingortrainingroom.培訓安排在非特定的工作場所。通常在會議室或在培訓教室進行。,TypesofTraining培訓的類型,Trainer/management培訓員/管理層Trainee/associate學員/員工Property/company酒店/公司Guest客人,BenefitsofTraining培訓的益處,Whobenefitsfromtraining?誰從培訓中收益？,Whatarethebenefit?益處是什么？,-Trainer/management培訓員/管理層,Whatsitforme?(W.I.F.M),Increasedtimeforothertask(e.g.lessneedtocorrectmistakes)有更多的時間做其他事（如花更少時間來糾正錯誤）Increasedresponsibility可負責更多事Improvedskills/knowledgeofthetopicsthattheyaretraining提升自己的知識和技能Increasedcareerpotential增加工作潛能Improvedrapport/relationshipwithassociates(e.g.increasedtrustandrespect)提高與學員的關系Decreasedturnover減少失誤Increasedsales增加銷售,-Benefitstotrainee/associate:對學員/員工的益處Increasedself-confidence增加自信Increasedmotivation提高積極性Increasedproductivity提高生產(chǎn)率Improvedmorale提高士氣Increasedreadinessforpromotion增加晉升機會Increasedworksafety提高工作安全性Decreasedstressandtension降低工作壓力Increasedperformance提升技能Increasedsales增加銷售量Increasedcommissionsorbonuses增加獎金,-Benefitstoproperty/company:對酒店/公司的益處：Improvedconsistencyofworkstandards提升工作標準的一致性Increasedproductivity提高生產(chǎn)率Increasedassociateperformance提升員工整體的技能Decreasedcosts降低成本Increasedworksafety提高工作的安全性Enhancedbrandvalue加強品牌價值Increasedguestsatisfaction提升顧客滿意度Increasedguestretentionandloyalty提高顧客忠誠度Increasedassociateretention提高員工的忠誠度Increasedattractivenesstofutureassociates增加潛在員工的吸引力Increasedsales增加酒店的銷售,-Benefitstoguest:對客人的益處：Increasedqualityofproducts享受高質(zhì)量的產(chǎn)品Increasedqualityofservices享受高質(zhì)量的服務,Service-ProfitChain服務利潤鏈Whobenefitsfromtraining?誰從培訓中獲益？,LearningCurve學習曲線,BenefitofstructuredOne-on-OneTraining結構化一對一培訓的益處,Activity討論,EffectiveVS.IneffectiveTraining有效的培訓VS無效的培訓,Lackoftime缺乏時間Conflictingoperationaldemands和經(jīng)營運作沖突Limitedmanagementsupport管理者不支持Poortraineeattitude學員態(tài)度差Unsuitabletrainingvenue不適宜的培訓場地,BarrierstoTraining培訓的障礙,ViciousCycle惡性循環(huán),Desiretoteach有教授的欲望Knowledgeable知識淵博Abilitytoconveyunderstanding優(yōu)秀的表達能力Patient有耐心Asenseofhumor有幽默感Commitment全心投入Respectfromtrainee受到學員尊重,7CharacteristicsofanEffectiveTrainer有效培訓師應具備的7個特征,1.Appearingunprepared看起來沒有做好充分的準備2.Improperhandlingofquestion對問題處理不當3.Apologizingforselfororganization對自己或公司沒有信心4.Unfamiliarwithknowledgeinformation對可知的信息不熟悉5.UnprofessionaluseofAVequipment對視聽器材的使用不專業(yè),TheEffectiveTrainer10DeadlySins有效培訓師-十條致命的弱點,6.Seemingtobeoffschedule不能遵循培訓計劃7.Failingtoinvolveparticipants不能有效的帶動學員8.Notestablishingrapportwithparticipants不能與學員建立融洽的關系9.Appearingdisorganized表現(xiàn)得混亂、沒有組織性10.Notestablishingapositiveimage不能建立積極的形象,TheEffectiveTrainer10DeadlySins有效培訓師-十條致命的弱點,GGettoknowyouraudience了解你的學員RResearchplanandprepare預先做好調(diào)查計劃和準備EEnsureorganization確保有組織性AAlwayspractice不斷的練習TTaketimetorelax有時間放松和休息,Whatcanwedoavoidthesepitfalls?我們能怎么做來避免這種陷阱？,5StepstobecomingaGREATtrainer:成為一名優(yōu)秀的培訓員的五個步驟：,SupervisorsroleIntraining管理者在培訓中的角色,CaseStudy案例學習,Whoisresponsibleforcausingtheguestcomplaint?誰該為這個客人的投訴負責？,whatwaseffective?哪些是有效的？whatwasineffective?哪些是無效的？Whatmorecouldbedone?還有哪些需要做的？,CaseStudyDiscussion案例學習討論,Newassociates新員工Promoted晉升Hi-Potential高潛質(zhì)Transferred調(diào)動Newtask/assignedtodifferenttask新任務Performanceproblem有問題,TargetAudience目標聽眾,Whototrain?誰要接受培訓？,Exercise:“ToTrainorNottoTrain?”練習：需要或不需要培訓？,CauseofPoorPerformance表現(xiàn)不佳的原因,AAttitude態(tài)度S-Stoppers/Skills困難/技能KKnowledge知識,CauseofPoorPerformance表現(xiàn)不佳的原因,ASKPrincipleASK原則,Recap回顧,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓員-Welcomeandcourseintroduction歡迎及課程介紹-participantintroduction學員自我介紹-definitionoftraining培訓的定義-benefitsoftraining培訓的益處-characteristicsofaneffectivetrainer一名有效的培訓員應具備的特征-targetaudience目標聽眾-causesofpoorperformance表現(xiàn)不佳的原因,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓員Session2Principlesoflearning第二章：學習的原則Session3Preparingtotrain第三章：培訓前的準備Session4Conductingskillstraining第四章：開展技能培訓Session5Conductingknowledgetraining第五章：開展知識培訓Session6Departmenttraining第六章：部門培訓,CourseOutline課程綱要,Session2Principlesoflearning第二章：學習的原則-threetypesoflearners三種類型的學員-experienceandlearning經(jīng)驗和學習-twokindsoftraining兩類培訓,CourseOutline課程綱要,Selfassessment自我評估Questionnaire問卷,HowDoYouLearnBest?你最好的學習方式是什么？,Theytendtothinkinpicturesandlearnbestfromvisualdisplaysincludingdiagrams.Slidespresentations.Videosflipchartsandhandout.他們傾向于在圖片中思考，通過視覺展示可以學習得更好，包括：圖表、幻燈片展示、視頻、板頁和講義。Duringtraining,visuallearnersoftenprefertotakenotestoabsorbtheinformation.在培訓中，視覺型學習者通常喜歡記筆記來記住信息。,VisualLearner視覺學習型,Auditorylearnersinterprettheunderlyingmeaningsofspeechthroughlisteningtotoneofvoice,pitch,speedandothernuances.Writteninformationmayhavelittlemeaninguntilitisheard.聽覺型學習者通過聽到的語音語調(diào)、語速和其他細微差別來解讀說話者的意思，書面的信息沒有聽到那么印象深刻。,AuditoryLearner聽覺型學習者,Theylearnbestthroughverballectures,discussions,talkingthingsthroughandlisteningtowhatothershavetosay.口頭演講、討論、談論與聽別人所講使他們的學習更有效。,Theselearnersoftenbenefitfromreadingtextaboutandusingataperecorder.這些學習者往往受益于閱讀文本和使用錄音機。,。,Theylearnbestthroughahands-onapproach,activelyexploringthephysicalworldaroundthem.他們最好的學習方式是親自去實踐,積極探索周圍的物質(zhì)世界。,Kinesthetic(Tactile)Learner觸覺型學習者,Kinestheticlearnersmayfindithardtositstillforlongperiodsandmaybecomedistractedbytheirneedforactivelyandexploration.觸覺型學習者很難長時間坐著，他們很容易分心。,LearningEngageallies使用道具，尋找同盟AAskquestions提問KKinesthetic活動EEnjoy享受RRelax放松,SpeakingAnxiety演講的憂慮,Guideline指導原則Rules角色:PairingofTrainerandTrainee一對培訓員和學員Restoftheparticipantswillbeobservers.剩下的學員是觀察員Bothtrainerandtraineeshouldactasifthetrainingwerereal.培訓員和學員都要把培訓當作真實的場景來演練,SkillsTrainingPresentationAssignment技能培訓任務分配,Guideline指導原則Presentation任務:SelectataskfromTrainingFile.從培訓檔案中選擇一個任務Preparefollowingitemsonflipchart在教學紙架上寫下一下內(nèi)容-Tasktittle,rangeandobjective任務的主題、范圍和目的FollowtheABCmethodclosely嚴格遵循ABC方法Selectasimpletask選擇一個簡單的任務Demonstrateuseofthefeedbackmodel使用反饋的模式Actualequipmentandpropsmustbeused必須使用真實的設備和道具,SkillsTrainingPresentationAssignment技能培訓任務分配,Guideline指導原則Duration時間:15minutesmaximumpresentationtime整個任務展示不超過15分鐘Limitfirst2steps(AttractattentionandBreakdownoftask)to12minutes將前2個步驟（“吸引注意力”和“任務分解”）控制在12分鐘內(nèi)LimitStep3(ContinuedCoaching)to3minutes將第三個步驟（繼續(xù)輔導）控制在3分鐘內(nèi),SkillsTrainingPresentationAssignment技能培訓任務分配,PossibleTopics可以的主題Tablesettingfortwo布置2人的餐桌breakfasttrayset-up早餐托盤的擺放Takingabeverageorder酒水點單Presentingbilltoguest給客人展示啤酒Airportpickupservice接機服務Takingareservation做一個預定FITCheck-in散客入住Makingabed做一張床FirstAid緊急救護,SkillsTrainingPresentationAssignment技能培訓任務分配,SummaryReview總結回顧,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓員-Welcomeandcourseintroduction歡迎及課程介紹-participantintroduction學員自我介紹-definitionoftraining培訓的定義-benefitsoftraining培訓的益處-characteristicsofaneffectivetrainer一名有效的培訓員應具備的特征-targetaudience目標聽眾-causesofpoorperformance表現(xiàn)不佳的原因,SummaryReview總結回顧,Session2Principlesoflearning第二章：學習的原則-threetypesoflearners三種類型的學員-experienceandlearning經(jīng)驗和學習-twokindsoftraining兩類培訓Session3Preparingtotraining第三章：培訓前的準備-planningfortraining培訓計劃-threelevelsofinformation三種層次的信息,Session4:Conductingskillstraining第四章：開展技能培訓-ABCmethodABC方法-demonstrationofABCABC方法示范-trainingobjectives培訓目的-correctivefeedback糾正的反饋-speakinganxiety演講的憂慮-skillstrainingpresentationassignment技能培訓任務分配-summaryreview總結,SummaryReview總結回顧,Day2第二天,CourseOutline課程綱要,Session4:Conductingskillstraining第四章：開展技能培訓-Presentationpracticeforskillstraining技能培訓的實踐練習,RolesofObservers觀察者的角色Givefullattentiontoobservingthetraining,learningfromwhatworkswellandwhatdoesnot用心觀察整個培訓，從好的方面以及需要改進的方面中學習Observewhatwentwell觀察好的方面Observewhatcanbeimproved觀察需要改進的方面Mustprovideboth“positivefeedback”and“correctivefeedback”必須同時給出“積極的反饋”和“糾正的反饋”Recordobservationsusingthefeedbackform使用反饋表記錄觀察的情況Goodnewsfirst.先提好的方面。,FeedbackGuidelines反饋的指導原則,OrderofFeedback反饋的順序1.Trainer培訓員2.Trainee學員3.Observers觀察者4.Facilitator督導師5.Trainer(ifappropriate)教練（如果有）,FeedbackGuidelines反饋的指導原則,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓員Session2Principlesoflearning第二章：學習的原則Session3Preparingtotrain第三章：培訓前的準備Session4Conductingskillstraining第四章：開展技能培訓Session5Conductingknowledgetraining第五章：開展知識培訓Session6Departmenttraining第六章：部門培訓,CourseOutline課程綱要,Session5Conductingknowledgetraining第五章：開展知識培訓-AICmethodAIC方法-demonstrationofAICmethodAIC方法展示-trainingtools培訓工具-knowledgetrainingpresentationassignment知識培訓任務分配,CourseOutline課程綱要,AAttractattention吸引注意力IInformcontent告知內(nèi)容CConsolidateLearning鞏固學習,ConductingKnowledgeTraining開展知識培訓,AICMethodAIC方法,Attractattention吸引注意力,IInterest興趣NNeed需求TTopic主題RRange范圍OObjective目的,.Includesuitabledetails包含適當?shù)募毠?jié)-meettrainingobjective滿足培訓目的-emphasizethemustknowknowledge強調(diào)必須知道的內(nèi)容.Followalogicalorder按照邏輯順序進行-relatetobigpicture與大畫面相聯(lián)系-presentcontentindigestiblechunks把內(nèi)容分成易吸收的部分講解,AICMethodAIC方法,InformMethod告知內(nèi)容,.Askfrequentquestions頻繁的提問-stimulatethinking促進思考-encourageparticipation鼓勵學員參與.Usetrainingtools使用培訓教具-stimulatesensestoenhancelearning刺激感官已達更好的學習效果.Invitequestionsandcheckunderstanding征求問題并檢查學員的理解程度,AICMethodAIC方法,InformMethod告知內(nèi)容,.Reviewkeylearningpoints回顧學習要點.Checkunderstanding檢驗理解程度.Providesupportmaterials提供必要的信息資料.Invitequestions征求問題.Offersupportandconnecttothenexttraining提供支持并引出下節(jié)培訓,AICMethodAIC方法,Consolidatelearning鞏固學習,DemonstrationofAICTrainingMethodAIC培訓方法的演示,Whydoweuseaudiovisualtools為什么我們用視聽教具Addinterest增加趣味性Providevariety提供多樣化Helptofocusattention幫助集中注意力Assistinmemorization幫助記憶,TrainingTools培訓教具,Learning&Retention學習與記憶,Guidelinesforaudiovisualtools使用視聽教具的指導原則Accurate精確的Attractive有吸引力Simple簡單的Relevant有關聯(lián)性的,TrainingTools培訓教具,Flipchart教學紙架Advantages優(yōu)點：Adaptable靈活Easytouse簡易使用Transportable可移動Easilydisplayed方便展示Inexpensiveandnopowerrequired便宜、不需要電源Retainedforreference可保留用于強調(diào)或闡明Colorful色彩鮮艷Buildaudienceparticipation可以使學員共同參與,TrainingTools培訓教具,Flipchart教學紙架Keypoints要點：Settheheightandposition設定合適的高度和位置Plentyofsparepaperandmarkers有充足的備用白紙和標記筆Maximumof6lines,6wordsperline使用6*6的規(guī)格Minimum2colorsperchart,usestrongcolors每頁知識使用兩種顏色Revealonlywhenready選擇適當?shù)臅r間展示,TrainingTools培訓教具,Flipchart教學紙架Keypoints要點：Blanksheetcoverpreparedones用空白頁遮住每一頁已經(jīng)寫好的內(nèi)容Pencilkeywords用鉛筆注解方便自己參考Checkreadability書寫清晰Facethegroup,butnottheflipchartwhenyouaretalking講課時要面對聽眾，而非紙架,TrainingTools培訓教具,Whiteboard白板Advantages優(yōu)點Goodforpointsreferredtoonceonly對于只需要說明一次的要點比較方便Entriescanbeerased寫過的內(nèi)容能夠完全擦干凈Lowcost成本低Magnetic大多數(shù)白板是有磁性的,TrainingTools培訓教具,Whiteboard白板Keypoints要點：Cleanandsimple保持內(nèi)容整潔、簡單Eraseunwantedinformation及時擦掉多余的信息Usethicknon-permanentmarkers使用可涂抹的粗標記筆Lotsofcolorsexceptreflectivecolors使用多種顏色,TrainingTools培訓教具,Handouts講義Advantages優(yōu)點Memoryjogger記憶喚起手冊Additionalreadingmaterial培訓課上沒有時間閱讀的額外的閱讀資料Showyouareprepared證明培訓員是有所準備的Improveparticipationandenhanceretention加強學員的參與并容易增強記憶Provideclearinstructionsandsavetime給出清晰的指示并節(jié)省口頭解釋時間,TrainingTools培訓教具,Handouts講義Keypoints要點Matchtoparticipants內(nèi)容復雜度和詞匯要與參加課程的學員相符Handoutsmatchtopresentation確保講義的內(nèi)容與課程內(nèi)容相符Givenoutonlywhenrequired需要時才發(fā)個學員Ensureproperpresentation確保外觀恰當Noerrorsallowed不能有錯誤Prepareenoughcopies要準備足夠的份數(shù),TrainingTools培訓教具,LCDProjector液晶顯示投影儀Advantages優(yōu)點Suitableforgroupof5-25適合5-25人的小組Allowablackoutscreen可以轉(zhuǎn)換成空白的屏幕Revealpointsoneatatimeandmaintaineyecontact可以在適當?shù)臅r候引出觀點，并能同時保持目光接觸Widerangeofcolorsandstyles可以使用多種顏色和風格Enablepresentertofacetheparticipant講師能夠使用面對參加者,TrainingTools培訓教具,LCDProjector液晶顯示投影儀Keypoints要點：Keeptheprojectorlensandscreenclean保證投影儀鏡頭和屏幕的清潔Positiontheprojectorproperty在培訓開始前擺放在適當?shù)奈恢肬selaserpointer使用激光筆Bemindfultoblockthevisuals切忌擋住投影,TrainingTools培訓教具,LCDProjector液晶顯示投影儀Keypoints要點：Ensureuniformstyleforallslides確保所有的幻燈片都使用統(tǒng)一的風格Displaykeypointsonly只顯示要點Besuretousealargeenoughfontsize確保使用足夠大的字體Usebulletpoints,chartsandgraphs使用項目符號、圖標和曲線圖,TrainingTools培訓教具,Guideline指導原則Roles角色1TrainerandasmallgroupofTrainee一位培訓員搭配小組學員Restoftheparticipantswillbeobservers.剩下的學員是觀察者Bothtrainerandtrainee(s)shouldactasifthetrainingwerereal.培訓員和學員都要把培訓當作真實的場景來演練,KnowledgeTrainingPresentationAssignment知識培訓任務分配,KnowledgeTrainingPresentationAssignment知識培訓任務分配,Guideline指導原則Presentation任務:SelectataskfromTrainingFile.從培訓檔案中選擇一個任務Preparefollowingitemsonflipchart在教學紙架上寫下一下內(nèi)容-Tasktittle,rangeandobjective任務的主題、范圍和目的FollowtheAICmethodclosely嚴格遵循AIC方法Suitabletrainingtoolsmustbeused必須使用適當?shù)呐嘤柦叹?Guideline指導原則Duration時間10minutesmaximumpresentationtime整個任務展示不超過10分鐘PresentStep2(InformContent)for5-7minutes將第二個步驟（告知內(nèi)容）控制在5-7分鐘內(nèi),KnowledgeTrainingPresentationAssignment知識培訓任務分配,PossibleTopics可以的主題Inductionfornewtrainee介紹一個新學員Housekeepingproductknowledge客房產(chǎn)品知識Handlingguestcomplaints處理客人投訴Hotelpolicyandprocedures酒店政策與程序Jobdescription崗位職責描述,KnowledgeTrainingPresentationAssignment知識培訓任務分配,RolesofObservers觀察者的角色Givefullattentiontoobservingthetraining,learningfromwhatworkswellandwhatdoesnot用心觀察整個培訓，從好的方面以及需要改進的方面中學習Observewhatwentwell觀察好的方面Observewhatcanbeimproved觀察需要改進的方面Mustprovideboth“positivefeedback”and“correctivefeedback”必須同時給出“積極的反饋”和“糾正的反饋”Recordobservationsusingthefeedbackform使用反饋表記錄觀察的情況Goodnewsfirst.先提好的方面。,FeedbackGuidelines反饋的指導原則,Session1Becominganeffectivetrainer第一章：成為一名有效的培訓員Session2Principlesoflearning第二章：學習的原則Session3Preparingtotrain第三章：培訓前的準備Session4Conductingskillstraining第四章：開展技能培訓Session5Conductingknowledgetraining第五章：開展知識培訓Session6Departmenttraining第六章：部門培訓,CourseOutline課程綱要,Session5Conductingknowledgetraining第五章：開展知識培訓-Presentationpracticeforknowledgetraining知識培訓的實踐練習Session6Departmenttraining第六章：部門培訓-administrationofdepartmental