專業(yè)培訓技巧專業(yè)培訓師必備

1、專業(yè)培訓技巧專業(yè)培訓師必備To understand the roles of a facilitator理解培訓師的角色 To develop skills in imparting knowledge and skills to learners.提高傳授給學員知識和技能的技巧Workshop Objectives 課程目標 Agenda議程Workshop opening課程開始Roles of Facilitator培訓師的角色Facilitation Model培訓模型10 Facilitation Skills Introduction 十種培訓技巧介紹Feedback Skill

2、s 反饋技能Practice with Feedback/Coaching 采用反饋/輔導來練習Workshop Closure課程完畢 Group Discussion小組討論What do effective facilitators say/ do?優(yōu)秀的培訓師會說或做什么?What do ineffective facilitators say/ do? 無效的培訓師會說或做什么?What makes a GOOD facilitator? 什么是好的培訓師?Create learning motivation創(chuàng)造學習動機Friendly and willing to listen友善

3、和善于傾聽High proficiency of the subject 對課程有深刻的認識Provide effective feedback提供有效的反饋Clear and precise expression清楚和準確的表達Handle questions effectively有效的解答問題Roles of a facilitator培訓師的角色 Respond to learners needs 對學員的問題作出反應Create a safe environment 創(chuàng)造安全的環(huán)境Achieve behavioral change 使學員有行為上的改變Effective Facili

4、tation Model有效的培訓模型(1)TECHNICALKNOWLEDGE(2)PREPARATION(3)FACILITATION SKILLS(4)EVALUATIONDesired Outcome Objective ChangesLearners Needs TNA Training Design Content & Chunking Learning MethodsImplementation Planning Dates & Venue Communication with LearnersRapportBuildingCoachingProcess MgtFormal Pr

5、esentationContinuous ImprovementLevel 1-4 EvaluationEffectiveFacilitationFacilitation Skills培訓技巧 Rapport Building創(chuàng)造良好的氛圍 Coaching輔導 Process Management程序管理 Formal Presentation正式表達4 Major Facilitation Skill Categories四大培訓技巧類別 Rapport Building創(chuàng)造良好的氛圍FS1 - Maintain or enhance self-esteem 維護自尊，增強自信 FS2 -

6、 Listen and respond with empathy 仔細聆聽，善意回應FS3 - Ask for help and encourage involvement 謀求協(xié)助，促進參與FS1 - Maintain or Enhance Self-esteem維護自尊，增強自信 Specifically and sincerely acknowledge peoples ideas and suggestions 明確并有誠意地接受學員的意見和建議Identify, compliment, and build on peoples achievements. 確定和表揚學員的成就Avoi

7、d demeaning words or actions 避免有傷自尊心的言語及動作 Express confidence in peoples ability to apply new concepts and skills 鼓勵學員充分應用所學的技能Create a climate in which people are more likely to communicate openly. 創(chuàng)建公開交流的氛圍Example例子Dave:“I think the guy in the video did a good job of running the meeting, especiall

8、y when the group got sidetracked. He said he understood their concerns, and then he listed them on an issue chart to discuss later.”“我覺得錄像里的人把會議主持得很好.尤其是當大家轉移目標時,他說他了解了他們的疑問,并且把問題全列下來放在issue chart內(nèi)以便之后再討論.”Facilitator:“Dave, you obviously see how important it is to address concerns and focus back on

9、 the topic at hand. Good.” (Compliment on Daves achievements)“Dave, 你明確的指出關注話題和解決疑問的重要性.很好.” 稱贊了Dave的成就.FS2 - Listen and Respond with Empathy仔細聆聽，善意回應Actively listen without interrupting.用心聆聽不打斷Maintain eye contact.保持眼神交流Identify both facts and feelings識別事實與感受Respond verbally by identifying the feel

10、ing expressed and the content of what was said通過識別表達出來的感受和所說的內(nèi)容用語言回應Show youve heard their concerns both facts and feeling.表示你聽到他們的心聲-事實與感覺Example例子Stacy:“ I think everybody needs to contribute to meeting deadlines and ensuring that no mistakes are made. I mean, the sum is greater than the parts. Ev

11、eryone has to work together.”我認為每個人都需要為了準時完成任務而努力并確保不出現(xiàn)問題，我是說，整體要比部分好，每個人都應該工作在一起Facilitator:培訓師“ Then what youre saying is that collaboration is the key to improving productivity in your unit (Facts). 那么你所說的是合作是提高生產(chǎn)力的關鍵（事實）From time to time well find that not everyone understand the importance of c

12、ollaboration.” (Feeling)我們會經(jīng)常發(fā)現(xiàn)并不是每個人都理解合作的重要性（感受）FS3 - Ask for Help and Encourage Involvement謀求協(xié)助，促進參與Ask open questions to encourage participation/ sharing ideas/ experiences.通過開放式提問鼓勵學員分享意見經(jīng)驗Ask everyone to participate in solving problems and addressing concerns.要求每個人都參與解決問題和關注話題Call on individua

13、ls when you believe they can contribute, making sure to reinforce their input by complimenting their contribution.如果你認為學員能解答問題，鼓勵他們這樣去做Involve everyone to ensure total participation.確保每個人都有參與進來Example例子Facilitator:培訓師“ Its easy for meetings to get off track. Has anyone been in a meeting recently tha

14、t seemed to go nowhere?”“Whats your thoughts?”“會議很容易失控，在座的各位最近開會時有沒有遇到這種狀況？”“當時你的感受如何？” Coaching輔導FS4 - Giving instructions/Directions 給出指引/指導 FS5 - Handing questions 問題解答FS6 - Provide/Ensure effective feedback做出有效的輔導/反饋FS4 - Giving Instructions/Directions 給出指引指導Give participants necessary coaching

15、and instructions to carry out the activities.在活動過程中提供給學員必要的輔導和指引Provide clear, thorough directions to help participants complete assignments.做出清晰的指引幫助學員完成任務 - Clarify purpose of the activity澄清活動的目的- Explain procedure of the activity解釋活動的流程Clarify page number, materials or time etc.澄清頁碼，資料和時間等Offer s

16、uggestions and reminders during skill practice process.在技巧練習過程中提供建議和提醒FS5 Handling Questions問題解答Open-mindedly welcome learners questions listen with full attention.開放的歡迎學員提問并仔細聆聽Clarify learners questions and check for own understanding.澄清學員的問題并確認相互了解Offer distinct and clear answers to participants

17、if the questions are important to learning process.如果問題對學習過程很重要，提供清晰的解答Lead participants to reach new height through Understanding and internalizing the new materials.通過理解和吸收新的內(nèi)容，帶領學員達到新的高度FS5 Handling Questions問題解答How to handle questions unable to answer如何處理那些你不能回答的問題 - Compliment learners question

18、.表揚學員的提問 - Ask for help from other participants for answering question.尋求其他學員的幫助來回答問題 - List on Issue Chart to discuss later.放到待處理事項記錄板 上以便之后討論FS6 - Provide/Ensure Effective Feedback做出有效的輔導反饋People need feedback to learn how to use new skills effectively.學員需要通過反饋來學習怎樣有效使用新的技巧Provide positive feedbac

19、k and feedback for improvement, ensure the feedback is balanced.提供肯定和改進性的反饋，確保反饋的平衡性Provide and elicit information to clarify inaccurate or incomplete feedback.提供信息以澄清不準確或不完整的反饋 Process Management程序管理FS7 Behavioral Check for Understanding確認相互了解FS8 Make Procedural Suggestions 做出程序建議FS7 Behavioral Che

20、ck for Understanding確認相互了解Effective two-way communication is essential to Successful learning.有效的互相交流對學習很重要.Encourage people to ask questions.鼓勵學員發(fā)問Ask questions after presenting new information, giving directions, or at the end of a learning or activity.在提出新知識,給予指引,或在活動結束后發(fā)問Restate or summarize wha

21、t has been said. 重復或總結你所說的Example例子Facilitator:培訓師“ OK. Before we get started, what questions do you have about the exercise?”“好,在我們開始之前,大家對練習有什么疑問嗎?”“Could you anyone summarize the key steps for?”“有人能把主要步驟總結嗎?”FS8 Make Procedural Suggestions 做出程序建議Managing the group to meet all learning objectives

22、is an important part of your role.指導學員達到學習目標是講師的重要職責Balance asking and telling. 平衡提問與講述Ask groups permission to move from one activity to another. 在進行下一個課題時征求學員意見Refocus group from off-issue discussions. 專著課程內(nèi)容,不要跑題Use issue chart to defer questions /discussions. 利用”Issue Chart” 把問題 /討論置后 Intervene

23、during exercises or skill practice to ensure success. 參與練習或技巧演練以確保順利進行 Formal Presentation 正式呈現(xiàn)FS9 Presentation Skills呈現(xiàn)技巧 FS10 Use Examples /Analogies 使用例子/推類 Prepare in advance (Audio-visual aids application) 預先做準備(視聽教具)Make eye contact 保持眼神交流Demonstrate vocal clarity and appropriate volume 聲音清晰和音

24、量適中Appear relaxed and adjust style to audience. 根據(jù)學員的反應進行適當調(diào)整Avoid distracting gesture 避免出現(xiàn)讓學員注意力分散的肢體語言Maintain high energy level 保持旺盛的精力Present clearly 表達清楚 FS9 Presentation Skills 呈現(xiàn)技巧Good presentation skills tie all the facilitator skill area into an interesting.良好的呈現(xiàn)技巧使培訓變得有趣FS10 Use Examples/A

25、nalogies 使用例子/推類Use examples from your work or other experiences that demonstrate concepts and show applications. 運用來自于工作上或其他方面的例子來示范概念和展示應用Ask participants for their own examples. 請學員提供個人例子Module concepts come to life when illustrated by examples /analogies.運用例子/推類來講述課程概念會更容易被接受Feedback Skills反饋技巧P

26、ositive Feedback 肯定的反饋 What?什么? (What was done/said)(做/說了什么) Why? 為什么? (Why effective?)(為什么有效?) Feedback for Improvement 改進性的反饋 What?什么? (What was done/said) )(做/說了什么) What?什么? (What could be the alternative?)(怎樣做會更好?) Why?為什么?(Why alternative is more effective?) (為什么那樣做會更有效呢?)Effective Feedback is：

27、有效的反饋是:Timely 及時Specific具體Balanced正負平衡Feedback Dos and Donts反饋應該和不應該Maintain self-esteem. 維護自尊 Be honest.要坦白Give specific positive feedback. 提供肯定性的反饋Give specific feedback for improvement. 提供改進性的反饋Give vague or unsupported feedback 反饋模糊或無事實基礎Say sth. was done well if you dont believe it was. 口是心非Guess at motiv