IHG技能培訓(xùn)認(rèn)證課件

1、IHG技能培訓(xùn)認(rèn)證Craft TrainersCertificate 技能培訓(xùn)認(rèn)證技能培訓(xùn)認(rèn)證IHG技能培訓(xùn)認(rèn)證2Introduction導(dǎo)言導(dǎo)言Why you have been selected to attend this program?為什么你會(huì)被選擇來(lái)參加這個(gè)培訓(xùn)？What you want to learn throughout the program to help you to be a better trainer?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. What training you will be expected to carry ou

2、t when you return to your department?當(dāng)你回到部門(mén)后，你將會(huì)實(shí)施哪些培訓(xùn)？ IHG技能培訓(xùn)認(rèn)證3Need需求需求Effective training skills are essential for all supervisors and managers.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。IHG技能培訓(xùn)認(rèn)證4The Employee Lifecycle 員工的職業(yè)周期員工的職業(yè)周期5. Assessment - Training and Development:評(píng)估評(píng)估-培訓(xùn)和發(fā)展培訓(xùn)和發(fā)展DHs with potential to mov

3、e into GM positions, will attend assessmentand development programs.有可能成為總經(jīng)理的部門(mén)主管會(huì)很留心計(jì)劃的評(píng)估和發(fā)展 4. Performance Management:績(jī)效管理績(jī)效管理This is targeted at those who must manage other employees. They have to be competent in coaching, disciplining etc.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. Succession Planning:繼任計(jì)劃繼任計(jì)劃S

4、etting 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 right messages to allnew employees.向所有新員工傳遞正確的信息Preparing The Organization組織組織框架的準(zhǔn)備框架的準(zhǔn)備:Ensuring management is competentin all aspects of bringing new

5、 staffinto the hotel.確保通過(guò)管理可以很好的使新員工融入酒店3. Building Capability Trainingand Development:塑造能力塑造能力-培訓(xùn)和發(fā)展培訓(xùn)和發(fā)展By assessing on the job needs wecan assess further training the staffmay require.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。IHG技能培訓(xùn)認(rèn)證5Range范圍范圍Program Outline培訓(xùn)綱要培訓(xùn)綱要Day 1:Introduction導(dǎo)言Benefits of training培訓(xùn)的益處Id

6、entifying learning needs識(shí)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IHG技能培訓(xùn)認(rèn)證6Range范圍范圍Program Outline培訓(xùn)綱要培訓(xùn)綱要Day 2:Gaining attention吸引注意力Breakdown分步講解Questions問(wèn)題Check檢查Second practice session第二次練習(xí)Corrective coaching糾正指導(dǎo)Training systems and resources

7、培訓(xùn)體系及資源IHG技能培訓(xùn)認(rèn)證7Range范圍范圍Program Outline培訓(xùn)綱要培訓(xùn)綱要Day 3: (Optional may be conducted back in the workplace.可選-或可在實(shí)際培訓(xùn)中進(jìn)行)Third practice session第三次練習(xí)Assessment評(píng)估IHG技能培訓(xùn)認(rèn)證8DomesticsBreaks休息Smoking吸煙Bathrooms洗手間Emergency procedures緊急情況Workbooks講義講義Feel free to utilize these in the way that suits you best

8、.可以適合你的任何方式使用它。Lots of fun!享受你的培訓(xùn)！享受你的培訓(xùn)！IHG技能培訓(xùn)認(rèn)證9Objectives目標(biāo)目標(biāo)Identify Training & Development requirements for team members in your department.識(shí)別你的團(tuán)隊(duì)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(jì)和實(shí)施一個(gè)簡(jiǎn)短的培訓(xùn)來(lái)迎合這些需求。Evaluate the effectiveness of the t

9、raining.評(píng)估培訓(xùn)的效果。Develop opportunities to build organizational capability for the future.為將來(lái)塑造組織能力創(chuàng)造機(jī)會(huì)。Coach team members in the development of their skills.指導(dǎo)團(tuán)隊(duì)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(shí)施。Choose training resources and systems to supp

10、ort your departments training.選擇培訓(xùn)資源和系統(tǒng)來(lái)支持你們的部門(mén)培訓(xùn)。IHG技能培訓(xùn)認(rèn)證Module 2第二章第二章Benefits Of Training培訓(xùn)的益處培訓(xùn)的益處IHG技能培訓(xùn)認(rèn)證11Benefits Of Training培訓(xùn)的益處培訓(xùn)的益處Objectives目標(biāo)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(shuí)會(huì)從培訓(xùn)中得益和得到了哪些益處。Describe s

11、ome of the barriers that prevent us from training.簡(jiǎn)述一些阻礙我們進(jìn)行培訓(xùn)的困難。IHG技能培訓(xùn)認(rèn)證12What Is Training?什么是培訓(xùn)？什么是培訓(xùn)？To bring a person to a desired state or standard through instruction or practice.通過(guò)指導(dǎo)和練習(xí)使之達(dá)到期望的狀態(tài)或標(biāo)準(zhǔn)。IHG技能培訓(xùn)認(rèn)證13What Type Of Employees Need Training?哪些哪些員工需要培訓(xùn)？員工需要培訓(xùn)？New employees (On Boarding)

12、.新員工（剛?cè)肼殻?。Transferring to another department (New knowledge).調(diào)至另一部門(mén)（新知識(shí)）。Promotion (New knowledge).提升（新知識(shí)）。When standards have dropped (Corrective).無(wú)法達(dá)到工作標(biāo)準(zhǔn)（糾正）。IHG技能培訓(xùn)認(rèn)證14Who Benefits From Training?誰(shuí)從培訓(xùn)中受益？誰(shuí)從培訓(xùn)中受益？Trainees/Employees員工員工Trainers/Supervisors培訓(xùn)員培訓(xùn)員/主管主管Guest顧客顧客1.Hotel酒店酒店IHG技能培訓(xùn)認(rèn)證15W

13、ho Benefits From Training?誰(shuí)從培訓(xùn)中受益？誰(shuí)從培訓(xùn)中受益？Trainees/Employees員工員工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。1.Greater confidence.提高自信。IHG技能培訓(xùn)認(rèn)證16Who Benefits From Training?誰(shuí)從培訓(xùn)中受益？誰(shuí)從培訓(xùn)中受益？Trainer/Supervisor培訓(xùn)員培訓(xùn)員/主管主管Delegate more tasks.委

14、派更多的任務(wù)。Less complaints.更少的抱怨。Increases team morale.提高團(tuán)隊(duì)士氣。2.Less time spent checking on employees.節(jié)省檢查員工的時(shí)間。IHG技能培訓(xùn)認(rèn)證17Who Benefits From Training?誰(shuí)從培訓(xùn)中受益？誰(shuí)從培訓(xùn)中受益？Guest客人客人Efficient service.高效的服務(wù)。Value for money.物有所值。No cause for complaint.沒(méi)有抱怨的理由。3.Consistent service.獲得始終如一的服務(wù)。IHG技能培訓(xùn)認(rèn)證18Who Benefit

15、s From Training?誰(shuí)從培訓(xùn)中受益？誰(shuí)從培訓(xùn)中受益？Hotel酒店酒店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。Increased morale.提高士氣。Less complaints.減少抱怨。4.Increased revenue.增加收入。IHG技能培訓(xùn)認(rèn)證19Team have todo more work大量的工作Recruit newEmployee招聘新員工Barriers To Training 培訓(xùn)障礙培訓(xùn)障礙They do thin

16、gsWrong做錯(cuò)事New employeegets thrown in新員工入職Employee feelsDemotivated員工沒(méi)有動(dòng)力Team getsDemotivated團(tuán)隊(duì)沒(méi)有動(dòng)力I dont havetime to train沒(méi)時(shí)間EmployeeLeaves員工離職VICIOUSCYCLE惡性循環(huán)惡性循環(huán)IHG技能培訓(xùn)認(rèn)證20Employee isMotivated員工有動(dòng)力Manager has more time經(jīng)理有更多的時(shí)間Barriers To Training培訓(xùn)障礙培訓(xùn)障礙Employee learnsnew skills員工學(xué)到新技能New employee

17、enjoys role新員工遵守規(guī)則Employee feelsValued員工感覺(jué)到很受用Employee takeson extra tasks員工接受額外工作I dont have timeNOT to train我有足夠的培訓(xùn)時(shí)間Employee worksUnsupervised員工工作無(wú)須監(jiān)督VIRTUOUSCYCLE良性循環(huán)良性循環(huán)IHG技能培訓(xùn)認(rèn)證Module 3第三章第三章Identifying LearningNeeds識(shí)別培訓(xùn)需求識(shí)別培訓(xùn)需求IHG技能培訓(xùn)認(rèn)證22Identifying Learning Needs確定培訓(xùn)需求確定培訓(xùn)需求Objectives目標(biāo)目標(biāo)Sta

18、te why it is important to identify learning needs.陳述為什么識(shí)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(shí)到技能、知識(shí)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)不是解決辦法的時(shí)候要注意分別。Describe the overall role of the Workplac

19、e Trainer.描述工作場(chǎng)所培訓(xùn)者的全面職能。IHG技能培訓(xùn)認(rèn)證23Learning學(xué)習(xí)學(xué)習(xí)Learning is to gain knowledge or skill by study, experience or being taught.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)培訓(xùn)To bring a person to a desired state or standard by instruction or practice.通過(guò)指導(dǎo)和練習(xí)使之達(dá)到期望的狀態(tài)或標(biāo)準(zhǔn)。IHG技能培訓(xùn)認(rèn)證24Training VS LearningTraining is what

20、 you do as the trainer.Learning is what the trainee does.IHG技能培訓(xùn)認(rèn)證25Actual Performance實(shí)際表現(xiàn)Desired Performance期望表現(xiàn)What Is A Learning Need?什么是學(xué)習(xí)需求？什么是學(xué)習(xí)需求？Learning Need學(xué)習(xí)需求IHG技能培訓(xùn)認(rèn)證26Skills技能Knowledge知識(shí)What Is Competency?什么是能力？什么是能力？Competent能力Attitude態(tài)度IHG技能培訓(xùn)認(rèn)證27Passionate熱情Action Oriented行動(dòng)導(dǎo)向The Le

21、adership Brand Framework領(lǐng)導(dǎo)力品牌的領(lǐng)導(dǎo)力品牌的架構(gòu)架構(gòu)Team Focused團(tuán)隊(duì)關(guān)注Savvy理解能力IHG技能培訓(xùn)認(rèn)證28Measurement Tools測(cè)量工具測(cè)量工具GSTS (Guest satisfaction Test System)ES (Employee Survey)Profit收益Guest comments/feedback顧客的意見(jiàn)/反饋Turnover statistics人員流動(dòng)統(tǒng)計(jì)Accident reports事故報(bào)告Wastage損耗Low productivity低下的生產(chǎn)力IHG技能培訓(xùn)認(rèn)證29LeadershipBrandC

22、ompetenciesPerformanceManagement績(jī)效管理The Role Of The Workplace Trainer工作場(chǎng)所培訓(xùn)工作場(chǎng)所培訓(xùn)者的職能者的職能IdentifyLearningNeeds確定培訓(xùn)需求OngoingTraining進(jìn)行培訓(xùn)OvercomingObstacles克服障礙WORKPLACETRAINERIHG技能培訓(xùn)認(rèn)證Module 4第四章第四章Organising The Training Content組織培訓(xùn)內(nèi)容組織培訓(xùn)內(nèi)容IHG技能培訓(xùn)認(rèn)證31Organising The Training Content組織培訓(xùn)內(nèi)容組織培訓(xùn)內(nèi)容Object

23、ives目標(biāo)目標(biāo)Describe the component parts of a training session.描述培訓(xùn)過(guò)程的組成部分。Explain the benefits of having a structure.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。IHG技能培訓(xùn)認(rèn)證32Preparation準(zhǔn)備準(zhǔn)備Trainee學(xué)員學(xué)員Goals and outcomes目標(biāo)和成果Performance standards執(zhí)行標(biāo)準(zhǔn)Skills ga

24、ps技能差距Training Requirements培訓(xùn)條件培訓(xùn)條件Venue (Space)場(chǎng)地Resources / Materials材料Length of session (Time allocated for trainee and trainer)時(shí)間Training Session Plan培訓(xùn)計(jì)劃培訓(xùn)計(jì)劃Remember “Failing to plan is planning to fail!” IHG技能培訓(xùn)認(rèn)證33Gaining Attention吸引注意力吸引注意力What 主題Interest 興趣Need 需求IHG技能培訓(xùn)認(rèn)證34Breakdown分步講解分步講

25、解Explanation解釋Questions問(wèn)題Demonstration示范Stages分步Trainee Practice學(xué)員練習(xí)Praise表?yè)P(yáng)IHG技能培訓(xùn)認(rèn)證35CheckVerbal check口頭檢查Practical check實(shí)踐檢查Praise表?yè)P(yáng)Link forward繼續(xù)延伸IHG技能培訓(xùn)認(rèn)證First PracticalSession第一次練習(xí)第一次練習(xí)IHG技能培訓(xùn)認(rèn)證Module 5第五章第五章Learning Preferences學(xué)習(xí)偏好學(xué)習(xí)偏好IHG技能培訓(xùn)認(rèn)證38Learning Preferences學(xué)習(xí)偏好學(xué)習(xí)偏好Objectives目標(biāo)目標(biāo)Iden

26、tify how and why people learn.為什么人們要學(xué)習(xí)，如何學(xué)習(xí)Recognise how you the trainer can help the learner to learn.學(xué)會(huì)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(shí)跨越學(xué)習(xí)障礙的方法。IHG技能培訓(xùn)認(rèn)證39Learning Preferences學(xué)習(xí)偏好學(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(tīng)I(yíng)HG技能培訓(xùn)認(rèn)證40Left

27、Side左半球左半球Verbal語(yǔ)言Analytical分析Process ideas sequentially間接想法的產(chǎn)生(思考后得出的) Keeps track of time注重時(shí)間Step by Step按部就班Highly organised高度的組織能力Makes lists有條理Brain Dominance大腦的控制大腦的控制Right Side右半球右半球Visual視覺(jué)Intuitive直覺(jué)Process ideas simultaneously形成直接想法No sense of time 沒(méi)有時(shí)間觀念See whole first會(huì)先看到整體Talk with your

28、 hands動(dòng)手能力IHG技能培訓(xùn)認(rèn)證41VAK Styles VAK類型類型Visual - “Show me”視覺(jué)類型視覺(jué)類型These communicators and learners tend to see things in their minds and use images. They prefer to learning from reading, note taking and diagrams.Auditory - “Tell me”聽(tīng)覺(jué)類型聽(tīng)覺(jué)類型These communicators and learners tend to listen and talk. The

29、y prefer to learn from lectures, talks and audio tapes.Kinaesthetic - “Let me try”觸覺(jué)類型觸覺(jué)類型These communicators and learners tend to use movement and action. They prefer to learn by writing, acting out, pacing and gestures.IHG技能培訓(xùn)認(rèn)證Module 6第六章第六章Gaining Attention吸引注意力吸引注意力IHG技能培訓(xùn)認(rèn)證43Gaining Attention吸

30、引注意力吸引注意力Objectives目標(biāo)目標(biāo)Identify the 3 parts of the attention section.認(rèn)識(shí)吸引注意力的三個(gè)部分。Write the “A” section for your training session this afternoon. 在今天下午寫(xiě)出你的培訓(xùn)提綱的”A” 部分。IHG技能培訓(xùn)認(rèn)證44What?Specific 具體IHG技能培訓(xùn)認(rèn)證45Interest培訓(xùn)什么？培訓(xùn)什么？Background of topic話題背景Finished example實(shí)例/樣品Story about topic故事(與主題有關(guān)的)Histor

31、y歷史Joke笑話Personal experience個(gè)人經(jīng)驗(yàn)Something topical一些有關(guān)的話題Questions問(wèn)題IHG技能培訓(xùn)認(rèn)證46NeedJob 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(huì)Status within the hotel在酒店中的地位Reward/recognition獎(jiǎng)勵(lì)/贊揚(yáng)Confidence, professionalism, proficiency 自

32、信、專業(yè)、熟練IHG技能培訓(xùn)認(rèn)證Module 7第七章第七章Breakdown分步講解分步講解IHG技能培訓(xùn)認(rèn)證48Breakdown分步講解分步講解Objectives目標(biāo)目標(biāo):Identify what we mean by steps, standards and questions.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Plan the “B” section of your training session for this afternoon.在今天下午寫(xiě)出你的培訓(xùn)計(jì)劃的”B”部分。IHG技能培訓(xùn)認(rèn)證49Why Do We Breakdown The Task?為什么要分步為什么

33、要分步進(jìn)行？進(jìn)行？So the trainee is clear about what they have to do.學(xué)員會(huì)清楚要做什么。So we do not miss anything out.我們不會(huì)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 trainee. 更好

34、的傳遞知識(shí)。IHG技能培訓(xùn)認(rèn)證50Stages進(jìn)程進(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(lái)做我們的培訓(xùn),以至與他會(huì)在一個(gè)正確的水平Too many stages and the training will be too easy.步驟越多,培訓(xùn)越簡(jiǎn)單Too few stages and the trainee will become overloaded and forget.步驟越少,培訓(xùn)會(huì)變的越有負(fù)擔(dān)甚至被遺忘IHG技能培訓(xùn)認(rèn)證Module

35、8第八章第八章Questions問(wèn)題問(wèn)題IHG技能培訓(xùn)認(rèn)證52Questions問(wèn)題問(wèn)題Objectives目標(biāo)目標(biāo):Identify the types of questions you should ask.認(rèn)識(shí)問(wèn)題的種類。Establish the number of questions you need in your session.設(shè)定你培訓(xùn)中所需要的問(wèn)題。Know how to handle answers.學(xué)會(huì)如何處理問(wèn)題。IHG技能培訓(xùn)認(rèn)證53Why Do We Ask Questions?為什么要問(wèn)問(wèn)題？為什么要問(wèn)問(wèn)題？Keeps the trainee intereste

36、d and involved.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。IHG技能培訓(xùn)認(rèn)證54Types Of Questions問(wèn)題類型問(wèn)題類型Open開(kāi)放式開(kāi)放式 5個(gè)個(gè)W,1個(gè)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)題封閉式問(wèn)題Gain c

37、ommitment取得承諾/承認(rèn)IHG技能培訓(xùn)認(rèn)證55Winning WaysDo the right thing/做對(duì)的事做對(duì)的事Show we care/體現(xiàn)關(guān)愛(ài)體現(xiàn)關(guān)愛(ài)Aim higher/追求卓越追求卓越Celebrate difference/求同存異求同存異Work better together/協(xié)作共贏協(xié)作共贏IHG技能培訓(xùn)認(rèn)證Module 9第九章第九章Check檢查檢查IHG技能培訓(xùn)認(rèn)證57Check檢查檢查Objectives目標(biāo)目標(biāo):Establish why it is important to check the effectiveness of our train

38、ing.認(rèn)識(shí)為什么檢查培訓(xùn)的效果很重要。Complete the “C” section of our training session.完成你的培訓(xùn)的”C” 部分。IHG技能培訓(xùn)認(rèn)證58Benefits Of Checking檢查的益處檢查的益處Ensures that we have achieved our objectives as trainers.確定我們達(dá)到了培訓(xùn)目的。Ensures that the trainee is confident in applying the new skills.確定學(xué)員是否可以自信的應(yīng)用新技能。IHG技能培訓(xùn)認(rèn)證59Verbal Check口頭

39、檢查口頭檢查T(mén)his is the first check.最初的檢查。Ensure trainee understands before putting new skills into practice.確認(rèn)學(xué)員在實(shí)際操作的前理解學(xué)到的新技能。Use open questions to check.使用開(kāi)放式問(wèn)題進(jìn)行檢查。IHG技能培訓(xùn)認(rèn)證60Practical Check操作檢查操作檢查Your objective is that the trainees should be able to complete the task you taught them.你的目的是學(xué)員可以按照你所教的

40、內(nèi)容完成實(shí)踐任務(wù)。The “Whole” task should be completed by the trainee in front of the trainer without any aides.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)。IHG技能培訓(xùn)認(rèn)證Module 10第十章第十章Corrective Coaching糾正指導(dǎo)糾正指導(dǎo)IHG技能培訓(xùn)認(rèn)證62Corrective Coaching糾正指導(dǎo)糾正指導(dǎo)Objectives目標(biāo)目標(biāo):Recognise standards and why they fall.確認(rèn)標(biāo)準(zhǔn)和為什么他們不符合標(biāo)準(zhǔn)。Establish

41、 the definition of corrective coaching.確定糾正指導(dǎo)的定義。Identify the skills and qualities of a good coach.好的糾正執(zhí)導(dǎo)的技巧和質(zhì)量。Establish the principles of corrective coaching.確定糾正指導(dǎo)的原則。Provide specific and constructive feedback when results are not up to expectations.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)。IHG技能培訓(xùn)認(rèn)證63Why might an

42、employees performance fall below standard?為什么員工的表現(xiàn)會(huì)達(dá)不到標(biāo)準(zhǔn)？為什么員工的表現(xiàn)會(huì)達(dá)不到標(biāo)準(zhǔn)？Trainee has forgotten.忘了。Cutting corners.為了省事。Using wrong equipment/materials/ingredients.使用了錯(cuò)誤的設(shè)備/材料Broken/missing equipment.設(shè)備損壞/缺失Lapse in concentration.注意力不集中Inadequate performance in the first place.第一次不適應(yīng)。Sickness.生病。Tired

43、ness.疲憊。Short staffing.缺人手。Poor supervision.缺乏管理。IHG技能培訓(xùn)認(rèn)證64What Is Corrective Coaching?什么是糾正指導(dǎo)？什么是糾正指導(dǎo)？Demonstrating, explaining or questioning to remind an individual of the correct way to undertake a task.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)。IHG技能培訓(xùn)認(rèn)證65The Feedback Sandwich反饋三明治反饋三明治Identify the fault指出錯(cuò)誤F

44、ollow up跟進(jìn)Praise表?yè)P(yáng)Encourage correctStandard鼓勵(lì)I(lǐng)HG技能培訓(xùn)認(rèn)證66How Can We Demonstrate Our Core Values?如何示范我們的核心價(jià)值觀如何示范我們的核心價(jià)值觀Ensuring that you are spending sufficient time with the trainee. 確保你對(duì)學(xué)員花出了足夠的時(shí)間。Taking them away from other team members to correct their performance.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

45、糾正他的行為)Being patient and understanding if they dont grasp the task straight away.如果學(xué)員不能馬上掌握，要有耐心和善于諒解。IHG技能培訓(xùn)認(rèn)證Second PracticalSession第二次練習(xí)第二次練習(xí)IHG技能培訓(xùn)認(rèn)證Module 11第十一章第十一章Training SystemsAnd Resources培訓(xùn)系統(tǒng)和資源培訓(xùn)系統(tǒng)和資源IHG技能培訓(xùn)認(rèn)證69Training Systems And Resources培訓(xùn)系統(tǒng)和資源培訓(xùn)系統(tǒng)和資源Objectives目標(biāo)目標(biāo):Identify the trai

46、ning systems and resources in our hotel.認(rèn)識(shí)酒店的培訓(xùn)系統(tǒng)和資源。Consider other issues that the Workplace Trainer may need to take into account.考慮在工作場(chǎng)所可能會(huì)發(fā)生的其他問(wèn)題。Understand the system in place for reviewing performance.了解培訓(xùn)系統(tǒng)在適當(dāng)?shù)牡攸c(diǎn)回顧表現(xiàn)。Understand our standard operating procedures.了解我們的服務(wù)操作標(biāo)準(zhǔn)。Support your team members in building departmental training & development plans 幫助支持你的隊(duì)員塑造部門(mén)培訓(xùn)和發(fā)展計(jì)劃IHG技能培訓(xùn)認(rèn)證70What Is Your Role In On Boarding?參與培訓(xùn)時(shí)參與培訓(xùn)時(shí)你的角色和職能你的角色和職能Providing initial training plan for new employees.向新員工提供最初的培訓(xùn)計(jì)劃。Train