TTT培训课件（PPT154页)

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1、管理系列课程管理系列课程Supervisory Skill Training ProgramTRAINING THE TRAINER培训培训培训培训师师过渡页TRANSITION PAGE 2 Attendance出席 Punctuality准时 Break课件休息 Messages留言 Questions提问 Listen and learn from others聆听与学习他人 Participate and take notes 参与互动并做笔记Ground RulesGround Rules培训培训的约定的约定过渡页TRANSITION PAGE 3 Learn by doing在练习

2、中学习 Try new things and complete tasks尝试新事物并完成任务 Help and evaluate each other帮助与评估他人 Accept feedback接受反馈 Parking lot停车位 Have fun show positive energy开心-展现正能量Ground RulesGround Rules培训培训的约定的约定过渡页TRANSITION PAGE 4 Module 1:Conducting one-on-one training 模块一：开展一对一的培训 Module 2:Conducting group training 模

3、块二：开展多人培训Overview of Overview of TTT Series TTT Series TTTTTT培训系列概述培训系列概述目录页CONTENTS PAGE 5 Session 1 Becoming an effective trainer 第一章：成为一名有效的培训员 Session 2 Principles of learning 第二章：学习的原则 Session 3 Preparing to train 第三章：培训前的准备 Session 4 Conducting skills training 第四章：开展技能培训 Session 5 Conducting k

4、nowledge training 第五章：开展知识培训 Session 6 Department training 第六章：部门培训Course OutlineCourse Outline课程纲要课程纲要目录页CONTENTS PAGE 6 Session Session 1 Becoming an effective 1 Becoming an effective trainertrainer 第一第一章：成为一名有效的培训员章：成为一名有效的培训员-Welcome and course introduction欢迎及课程介绍-participant introduction学员自我介绍-

5、definition of training培训的定义-benefits of training培训的益处-characteristics of an effective trainer一名有效的培训员应具备的特征-target audience目标听众-causes of poor performance表现不佳的原因Course Course Outline-Outline-Day Day 1 1课程课程纲要纲要-第一天第一天目录页CONTENTS PAGE 7 Session Session 2 Principles of learning2 Principles of learning

6、 第二第二章：学习的原则章：学习的原则-three types of learners三种类型的学员-experience and learning经验和学习-two kinds of training两类培训 Session 3 Session 3 Preparing to training Preparing to training 第三第三章：培训前的准备章：培训前的准备-planning for training培训计划-three levels of information三种层次的信息Course Course Outline-Outline-Day Day 1 1（Continu

7、eContinue）课程课程纲要纲要-第一天（续）第一天（续）目录页CONTENTS PAGE 8 Session 4:Session 4:Conducting skills Conducting skills trainingtraining 第四章：开展技能培训第四章：开展技能培训-ABC method ABC方法-demonstration of ABC ABC方法示范-training objectives培训目的-corrective feedback纠正的反馈-speaking anxiety演讲的忧虑-skills training presentation assignment

8、技能培训任务分配-summary review总结Course Course Outline-Outline-Day Day 1 1（ContinueContinue）课程课程纲要纲要-第一天（续）第一天（续）目录页CONTENTS PAGE 9 Course Course Outline-Outline-Day 2Day 2课程纲要课程纲要-第二天第二天 Session 4:Session 4:Conducting skills training Conducting skills training 第四章：开展技能培训第四章：开展技能培训-Presentation practice for

9、 skills training技能培训的实践练习目录页CONTENTS PAGE 10 Session 5 Conducting knowledge training Session 5 Conducting knowledge training 第五章：开展知识培训第五章：开展知识培训-AIC method AIC方法-demonstration of AIC method AIC方法展示-training tools培训工具-knowledge training presentation assignment知识培训任务分配Course Course Outline-Outline-Da

10、y Day 2 2（ContinueContinue）课程课程纲要纲要-第二天（续）第二天（续）目录页CONTENTS PAGE 11 Session 5 Conducting knowledge training Session 5 Conducting knowledge training 第五章：开展知识培训第五章：开展知识培训-Presentation practice for knowledge training知识培训的实践练习 Session 6 Department training Session 6 Department training 第六章：部门培训第六章：部门培训-

11、administration of departmental skills and knowledge training执行部门的技能和知识培训-summary review and conclusion概要和总结Course Course Outline-Outline-Day Day 3 3课程纲要课程纲要-第三天第三天 12 管理系列课程管理系列课程成为一名有效的培训员Welcome and course introductionWelcome and course introduction欢迎及课程介绍欢迎及课程介绍By the end of this module,participa

12、nts will be able toBy the end of this module,participants will be able to：在本课程结束时，学员将能够：在本课程结束时，学员将能够：-Conduct effective on-the-job training sessions in both skills and knowledge for one to small group给小组成员举办有效的技能和知识在岗位培训课程-Describe the characteristics of an effective trainer描述一名有效的培训员所应具备的特征-Apply

13、the principle of learning to training把学习的原则运用在培训当中-Give feedback for recognition and improvement in a positive manner以积极的态度来给予正面和如何改善的反馈-Organize,administer and conduct departmental on-the-job training组织、管理并开展部门在岗培训 13 管理系列课程管理系列课程成为一名有效的培训员uName姓名uPosition职位uBest Training最好的培训经历uWorst Training最坏的培训

14、经历Participant IntroductionParticipant Introduction学员自我介绍学员自我介绍 14 管理系列课程管理系列课程成为一名有效的培训员To bring a person to a desired state or standard by instruction of To bring a person to a desired state or standard by instruction of practice.practice.通过指令来使一个人达到一个期望的状态或通过指令来使一个人达到一个期望的状态或标准。标准。Definition of Tr

15、ainingDefinition of Training培训的定义培训的定义 15 管理系列课程管理系列课程成为一名有效的培训员A planned and systematic effort to modify or develop knowledge or skill as a result of the teaching of practical skills and knowledge that relate to specific useful competencies for a given job.以教授与完成某个给定的工作所需要的特定的、有用的相关的实践技能和知识目标，通过有计划

16、和系统的努力来修正和增加知识或提高技能。Definition of TrainingDefinition of Training培训的定义培训的定义 16 管理系列课程管理系列课程成为一名有效的培训员 One-on-One Training One-on-One Training一对一培训一对一培训Trainer trains individual employees either on or off the job.培训员逐一对员工进行在岗培训或岗外培训。Group Group TrainingTraining多人培训多人培训Trainer conducts group training f

17、or a number of employees at the same time normally in a classroom setting.培训员在同一时间将一定数量的员工组成小组进行培训，通常摆放成教室的形式。Types of TrainingTypes of Training培训的类型培训的类型 17 管理系列课程管理系列课程成为一名有效的培训员 One-the-Job One-the-Job TrainingTraining在岗培训在岗培训Training is conducted at the actual workplace most effective for one-on

18、-one training.培训安排在一个特定的工作场所进行。这种类型的培训对一对一的培训方式最有效。Off-the-Job Off-the-Job trainingtraining脱岗培训脱岗培训Training is conducted away from actual workplace,often in a meeting or training room.培训安排在非特定的工作场所。通常在会议室或在培训教室进行。Types of TrainingTypes of Training培训的类型培训的类型 18 管理系列课程管理系列课程成为一名有效的培训员 Trainer/manageme

19、nt培训员/管理层 Trainee/associate学员/员工 Property/company酒店/公司 Guest客人Benefits of TrainingBenefits of Training培训的益处培训的益处Who benefits from training?Who benefits from training?谁从培训中收益？谁从培训中收益？What are the benefit?益处是什么？19 管理系列课程管理系列课程成为一名有效的培训员-Trainer/managementTrainer/management培训员培训员/管理层管理层Whats it for me?

20、(W.I.F.M)Whats it for me?(W.I.F.M)Increased time for other task(e.g.less need to correct mistakes)有更多的时间做其他事（如花更少时间来纠正错误）Increased responsibility可负责更多事Improved skills/knowledge of the topics that they are training提升自己的知识和技能Increased career potential增加工作潜能Improved rapport/relationship with associates

21、(e.g.increased trust and respect)提高与学员的关系Decreased turnover减少失误Increased sales增加销售 20 管理系列课程管理系列课程成为一名有效的培训员-Benefits to trainee/associate-Benefits to trainee/associate:对学员对学员/员工的益处员工的益处 Increased self-confidence增加自信 Increased motivation提高积极性 Increased productivity提高生产率 Improved morale提高士气 Increased

22、 readiness for promotion增加晋升机会 Increased work safety提高工作安全性 Decreased stress and tension降低工作压力 Increased performance提升技能 Increased sales增加销售量 Increased commissions or bonuses增加奖金 21 管理系列课程管理系列课程成为一名有效的培训员-Benefits to property/company-Benefits to property/company:对酒店对酒店/公司的益处：公司的益处：Improved consisten

23、cy of work standards提升工作标准的一致性 Increased productivity提高生产率 Increased associate performance提升员工整体的技能 Decreased costs降低成本 Increased work safety提高工作的安全性 Enhanced brand value加强品牌价值 Increased guest satisfaction提升顾客满意度 Increased guest retention and loyalty提高顾客忠诚度 Increased associate retention提高员工的忠诚度 Incr

24、eased attractiveness to future associates增加潜在员工的吸引力 Increased sales增加酒店的销售 22 管理系列课程管理系列课程成为一名有效的培训员 -Benefits to guest-Benefits to guest:对客人的益处：对客人的益处：Increased quality of products享受高质量的产品 Increased quality of services享受高质量的服务 23 管理系列课程管理系列课程成为一名有效的培训员Service-Profit ChainService-Profit Chain服务利润链服务

25、利润链 Who benefits from trainingWho benefits from training?谁从培训中获益？谁从培训中获益？The The Leader In Leader In MeMe自我领导自我领导Associate ExcellenceAssociate Excellence员工卓越员工卓越Highly Satisfied Highly Satisfied GuestsGuests高高满意度的客人满意度的客人Loyally/Long-termLoyally/Long-termProfitabilityProfitability长期长期高效益高效益 24 管理系列课

26、程管理系列课程成为一名有效的培训员TimeTime时间时间 ProficiencyProficiency精通精通 Learning CurveLearning Curve学习曲线学习曲线Benefit of structured One-on-One Benefit of structured One-on-One TrainingTraining结构化结构化一对一培训的益处一对一培训的益处 25 管理系列课程管理系列课程成为一名有效的培训员ActivityActivity讨论讨论Effective VS.Ineffective Training有效的培训VS无效的培训 26 管理系列课程管理

27、系列课程成为一名有效的培训员 Lack of Lack of timetime缺乏时间缺乏时间 Conflicting operational Conflicting operational demandsdemands和经营运作冲突和经营运作冲突 Limited management Limited management supportsupport管理者不支持管理者不支持 Poor trainee Poor trainee attitudeattitude学员态度差学员态度差 Unsuitable training Unsuitable training venuevenue不适宜的培训场

28、地不适宜的培训场地Barriers to TrainingBarriers to Training培训的障碍培训的障碍 27 管理系列课程管理系列课程成为一名有效的培训员Vicious Vicious CycleCycle恶性循环恶性循环Untrained Untrained associatesassociates未经培未经培训的员工训的员工Spend more time Spend more time on on taskstasks工作时花工作时花更多的时间更多的时间Have to do it Have to do it by by yourselfyourself需要你亲自做需要你亲自

29、做Lack of time Lack of time for for trainingtraining没没时间培训时间培训 28 管理系列课程管理系列课程成为一名有效的培训员 Desire to Desire to teachteach有教授的欲望有教授的欲望 KnowledgeableKnowledgeable知识渊博知识渊博 Ability to convey Ability to convey understandingunderstanding优秀的表达能力优秀的表达能力 PatientPatient有耐心有耐心 A sense of A sense of humorhumor有幽默感

30、有幽默感 CommitmentCommitment全心投入全心投入 Respect from Respect from traineetrainee受到学员尊重受到学员尊重7 Characteristics of an Effective 7 Characteristics of an Effective TrainerTrainer有效有效培训师应具备的培训师应具备的7 7个特征个特征 29 管理系列课程管理系列课程成为一名有效的培训员1.Appearing unprepared看起来没有做好充分的准备2.Improper handling of question对问题处理不当3.Apolo

31、gizing for self or organization对自己或公司没有信心4.Unfamiliar with knowledge information对可知的信息不熟悉5.Unprofessional use of AV equipment对视听器材的使用不专业The Effective Trainer The Effective Trainer 10 Deadly Sins 10 Deadly Sins有效培训师有效培训师-十条致命的弱点十条致命的弱点 30 管理系列课程管理系列课程成为一名有效的培训员6.Seeming to be off schedule不能遵循培训计划7.Fa

32、iling to involve participants不能有效的带动学员8.Not establishing rapport with participants不能与学员建立融洽的关系9.Appearing disorganized表现得混乱、没有组织性10.Not establishing a positive image不能建立积极的形象The Effective Trainer The Effective Trainer 10 Deadly Sins 10 Deadly Sins有效培训师有效培训师-十条致命的弱点十条致命的弱点 31 管理系列课程管理系列课程成为一名有效的培训员G

33、G GetGet to know your to know your audienceaudience了解你的学员了解你的学员R R ResearchResearch plan and plan and prepareprepare预先做好调查计划和准备预先做好调查计划和准备E E EnsureEnsure organizationorganization确保有组织性确保有组织性A A AlwaysAlways practicepractice不断的练习不断的练习T T Take time Take time to to relaxrelax有时间放松和休息有时间放松和休息What can w

34、e do avoid these pitfallsWhat can we do avoid these pitfalls?我们能怎么做来避免这种陷阱？我们能怎么做来避免这种陷阱？5Steps to becoming a GREAT trainer:5Steps to becoming a GREAT trainer:成为一名优秀的培训员的五个步骤：成为一名优秀的培训员的五个步骤：32 管理系列课程管理系列课程成为一名有效的培训员ObserveObserve观察观察PlanPlan计划计划MotivateMotivate激励激励SolveSolve解决解决TrainingTraining培训培训

35、CertifyCertify认证认证Supervisors roleSupervisors roleIn In trainingtraining管理者在培训中的角色管理者在培训中的角色 33 管理系列课程管理系列课程成为一名有效的培训员Case StudyCase Study案例学习案例学习Who is responsible for causing the guest complaint?谁该为这个客人的投诉负责？34 管理系列课程管理系列课程成为一名有效的培训员 what was effectivewhat was effective?哪些是有效的？哪些是有效的？what what was

36、 ineffectivewas ineffective?哪些是无效的？哪些是无效的？What more could be doneWhat more could be done?还有哪些需要做的？还有哪些需要做的？Case Study DiscussionCase Study Discussion案例学习讨论案例学习讨论 35 管理系列课程管理系列课程成为一名有效的培训员 New New associatesassociates新员工新员工 PromotedPromoted晋升晋升 Hi-Hi-PotentialPotential高潜质高潜质 TransferredTransferred调动调

37、动 New task/assigned to different New task/assigned to different tasktask新任务新任务 Performance Performance problemproblem有问题有问题Target Target AudienceAudience目标听众目标听众Who to trainWho to train?谁要接受培训？谁要接受培训？36 管理系列课程管理系列课程成为一名有效的培训员ExerciseExercise:“To Train or Not to Train:“To Train or Not to Train?”?”练习：

38、需要或不需要培训？练习：需要或不需要培训？Cause of Poor Cause of Poor PerformancePerformance表现表现不佳的原因不佳的原因 37 管理系列课程管理系列课程成为一名有效的培训员A A AttitudeAttitude态度态度S -Stoppers/S -Stoppers/SkillsSkills困难困难/技能技能K K Knowledge Knowledge知识知识Cause of Poor Cause of Poor PerformancePerformance表现表现不佳的原因不佳的原因ASK Principle ASK Principle A

39、SKASK原则原则 38 管理系列课程管理系列课程成为一名有效的培训员RecapRecap回顾回顾 Session Session 1 Becoming an effective trainer1 Becoming an effective trainer 第一章：成为一名有效的培训员第一章：成为一名有效的培训员-Welcome and course introduction欢迎及课程介绍-participant introduction学员自我介绍-definition of training培训的定义-benefits of training培训的益处-characteristics of

40、 an effective trainer一名有效的培训员应具备的特征-target audience目标听众-causes of poor performance表现不佳的原因目录页CONTENTS PAGE 39 Session 1 Becoming an effective trainer 第一章：成为一名有效的培训员 Session 2 Principles of learning 第二章：学习的原则 Session 3 Preparing to train 第三章：培训前的准备 Session 4 Conducting skills training 第四章：开展技能培训 Sessi

41、on 5 Conducting knowledge training 第五章：开展知识培训 Session 6 Department training 第六章：部门培训Course OutlineCourse Outline课程纲要课程纲要 40 管理系列课程管理系列课程学习的原则 Session Session 2 Principles of learning2 Principles of learning 第二章：学习的原则第二章：学习的原则-three types of learners三种类型的学员-experience and learning经验和学习-two kinds of t

42、raining两类培训Course OutlineCourse Outline课程纲要课程纲要 41 管理系列课程管理系列课程学习的原则Self Self assessmentassessment自我评估自我评估QuestionnaireQuestionnaire问卷问卷How Do You Learn BestHow Do You Learn Best?你最好的学习方式是什么？你最好的学习方式是什么？42 管理系列课程管理系列课程学习的原则They tend to think in pictures and learn best from visual displays including

43、diagrams.Slides presentations.Videos flipcharts and handout.他们倾向于在图片中思考，通过视觉展示可以学习得更好，包括：图表、幻灯片展示、视频、板页和讲义。During training,visual learners often prefer to take notes to absorb the information.在培训中，视觉型学习者通常喜欢记笔记来记住信息。Visual LearnerVisual Learner视觉学习型视觉学习型 43 管理系列课程管理系列课程学习的原则Auditory learners interpr

44、et the underlying meanings of speech through listening to tone of voice,pitch,speed and other nuances.Written information may have little meaning until it is heard.听觉型学习者通过听到的语音语调、语速和其他细微差别来解读说话者的意思，书面的信息没有听到那么印象深刻。Auditory LearnerAuditory Learner听觉型学习者听觉型学习者They learn best through verbal lectures,d

45、iscussions,talking things through and listening to what others have to say.口头演讲、讨论、谈论与听别人所讲使他们的学习更有效。These learners often benefit from reading text about and using a tape recorder.这些学习者往往受益于阅读文本和使用录音机。44 管理系列课程管理系列课程学习的原则They learn best through a hands-on approach,actively exploring the physical wor

46、ld around them.他们最好的学习方式是亲自去实践,积极探索周围的物质世界。Kinesthetic(Tactile)LearnerKinesthetic(Tactile)Learner触觉型学习者触觉型学习者Kinesthetic learners may find it hard to sit still for long periods and may become distracted by their need for actively and exploration.触觉型学习者很难长时间坐着，他们很容易分心。45 管理系列课程管理系列课程学习的原则Learning&Ret

47、entionLearning&Retention学习与记忆学习与记忆The learning Pyramid学习金字塔AverageRetention记忆力LectureLecture演讲演讲ReadingReading阅读阅读Audio-VisualAudio-Visual视听视听DemonstrationDemonstration演演示示Discussion Discussion GroupGroup小组讨论小组讨论Practice By Practice By DoingDoing实践实践Teach Others/Immediate Teach Others/Immediate UseU

48、se教授他人或立即运用教授他人或立即运用5%10%20%30%50%75%80%46 管理系列课程管理系列课程学习的原则Experience and LearningExperience and Learning经验与学习经验与学习Activity 活动活动1Memorize a list of words系列系列一词语记忆一词语记忆 47 管理系列课程管理系列课程学习的原则Memorize a second list of words系列二词语记忆系列二词语记忆Activity活动活动 2Experience and LearningExperience and Learning经验与学习经

49、验与学习 48 管理系列课程管理系列课程学习的原则Provide 5 items related to each of the following:提供提供5组如下相关的物品：组如下相关的物品：Stationery文具文具,jewelry珠宝珠宝,money金钱金钱 And personal belongings与私属物品与私属物品Experience and LearningExperience and Learning经验与学习经验与学习Activity活动活动3 49 管理系列课程管理系列课程学习的原则Scoring得分得分Experience and LearningExperienc

50、e and Learning经验与学习经验与学习 50 管理系列课程管理系列课程学习的原则Candles蜡烛 Theater剧院 Picture照片 Pencil铅笔Scissors剪刀 Map地图 Airplane飞机 Cup杯子Cat猫 Watch手表 Knife小刀 Comb梳子Umbrella雨伞 Suitcase行李箱 Wig假发 Horse马Cow牛 Magazine杂志 Sun太阳 Beach沙滩List List 系列系列1 1 51 管理系列课程管理系列课程学习的原则Paper纸 Table桌子 Shirt衬衫 Restaurant餐厅 Pencil铅笔 sofa沙发 Tie

51、领带 Menu菜单Calculator计算器 Lamp台灯 Trousers裤子 Food食物Ruler尺子 Vase花瓶 Shoes鞋子 Drinks饮料Stapler订书器 Cupboard橱柜 Socks袜子 Waiter服务员List List 系列系列2 2 52 管理系列课程管理系列课程学习的原则Q.Why were the scores relatively lowQ.Why were the scores relatively low?为什么第一次分数低？为什么第一次分数低？Q.Why was it easier to remember the second list of w

52、ordsQ.Why was it easier to remember the second list of words?为什么第二次词语更容易记住？为什么第二次词语更容易记住？QQ.What What can we learn from these activitiescan we learn from these activities?我们能从这个游戏中学到什么？我们能从这个游戏中学到什么？Experience and LearningExperience and Learning经验与学习经验与学习 53 管理系列课程管理系列课程学习的原则I hear&I forgetI see&I r

53、ememberI do&I understand我我听到于是我听到于是我忘记忘记我我看见于是我看见于是我记住记住我我做过于是我做过于是我理解理解Learning&RetentionLearning&Retention学习与记忆学习与记忆The learning Pyramid学习金字塔AverageRetention记忆力LectureLecture演讲演讲ReadingReading阅读阅读Audio-VisualAudio-Visual视听视听DemonstrationDemonstration演演示示Discussion Discussion GroupGroup小组讨论小组讨论Prac

54、tice By Practice By DoingDoing实践实践Teach Others/Immediate Teach Others/Immediate UseUse教授他人或立即运用教授他人或立即运用5%10%20%30%50%75%80%54 管理系列课程管理系列课程学习的原则Learning&RetentionLearning&Retention学习与记忆学习与记忆The learning Pyramid学习金字塔AverageRetention记忆力LectureLecture演讲演讲ReadingReading阅读阅读Audio-VisualAudio-Visual视听视听De

55、monstrationDemonstration演演示示Discussion Discussion GroupGroup小组讨论小组讨论Practice By Practice By DoingDoing实践实践Teach Others/Immediate Teach Others/Immediate UseUse教授他人或立即运用教授他人或立即运用5%10%20%30%50%75%80%55 管理系列课程管理系列课程学习的原则Senses in learning学习意识 Ask lots questions to stimulate the brain.多问刺激大脑 Present info

56、rmation in manageable chunks of related topics.使用相关联的好操控的模块展示信息KnowledgeKnowledge Training Sessions Training Sessions 知识培训知识培训目录页CONTENTS PAGE 56 Session 1 Becoming an effective trainer 第一章：成为一名有效的培训员 Session 2 Principles of learning 第二章：学习的原则 Session 3 Preparing to train 第三章：培训前的准备 Session 4 Conduc

57、ting skills training 第四章：开展技能培训 Session 5 Conducting knowledge training 第五章：开展知识培训 Session 6 Department training 第六章：部门培训Course OutlineCourse Outline课程纲要课程纲要 57 管理系列课程管理系列课程培训前的准备 Session 3 Preparing to train 第三章：培训前的准备-planning for training计划培训-three levels of information三种层次的信息Course OutlineCourse

58、 Outline课程纲要课程纲要 58 管理系列课程管理系列课程培训前的准备Failure Failure to to Prepare Is Preparing Prepare Is Preparing to to FailFail！没有做好准备就等于准备失败！没有做好准备就等于准备失败！Planning for TrainingPlanning for Training计划培训计划培训 59 管理系列课程管理系列课程培训前的准备 WWho?谁？-Trainer and trainee培训师和学员 WWhat?什么？-Topic/Content主题和内容 WWhere?在哪？-Venue地点

59、WWhen?什么时候？-Time时间 WWhy?为什么？-Needs需要 H How?如何做？-Method方法Planning for TrainingPlanning for Training计划培训计划培训 60 管理系列课程管理系列课程培训前的准备Who?Who?谁？谁？Who should be trained?Are the trainee selected according to the appropriate job level,function,etc.?谁应该被培训？学员是否可以根据相应的岗位级别及职责去选择？How many trainees will be invol

60、ved in the training?培训中应该包含多少人？Is the trainer an expert for the training topic?培训师是否是这个培训主题的专家？Planning for TrainingPlanning for Training计划培训计划培训 61 管理系列课程管理系列课程培训前的准备Who?Who?谁？谁？Is the trainer certified with the skills to conduct one-on-one training?培训师是否有一对一培训技能的认证？Who needs to cover the trainers

61、and trainees job responsibilities during the training session?在培训中谁需要掌握培训师和学员的岗位职责？Planning for TrainingPlanning for Training计划培训计划培训 62 管理系列课程管理系列课程培训前的准备WWhat?什么？What topic/content should be covered?培训主题和内容应包含什么？What are the associates expectation for the training？同事们对培训的期待是什么？What audio-visual ai

62、ds and equipment will be needed for the training?培训中需要使用什么视觉教具和设备？What other materials will be needed for the training?培训中还需要什么其他资料？Planning for TrainingPlanning for Training计划培训计划培训 63 管理系列课程管理系列课程培训前的准备Where?Where?哪里？哪里？Where should the training take place?培训应该在哪举行？Is the training space available

63、or do I need to reserve it?培训场地是否可用及我是否要预订？Is the training area comfortable(room size,temperature,lighting,etc.)?培训场地是否舒适（大小、温度、灯光等）？Planning for TrainingPlanning for Training计划培训计划培训 64 管理系列课程管理系列课程培训前的准备Where?Where?哪里？哪里？Is the room set up in a manner that will enhance the training?场地布置的方式是否可以增强培训

64、效果？Is the training area set-up before the session begins and all equipment is in working order?培训场地在培训开始前已经是否布置完及所有设备是否可正常使用？Planning for TrainingPlanning for Training计划培训计划培训 65 管理系列课程管理系列课程培训前的准备When?When?什么时候？什么时候？Duration of training session?培训的时长？Amount of time available for the training sessio

65、n?可用的时间有多少？When should the training take place?培训应该安排在什么时候？When will training be least likely to interfere with business operation?什么时候培训受到的打扰最少？When will trainees be most alert?学员什么时候状态最佳？Planning for TrainingPlanning for Training计划培训计划培训 66 管理系列课程管理系列课程培训前的准备Why?Why?为什么？为什么？Why is the training nee

66、ded?为什么要做这个培训？Planning for TrainingPlanning for Training计划培训计划培训 67 管理系列课程管理系列课程培训前的准备ActualPerformance实际工作表现TrainingNeeds培训需要ExpectedPerformance预期工作表现GAP差距差距Planning for TrainingPlanning for Training计划培训计划培训 68 管理系列课程管理系列课程培训前的准备How?How?如何做？如何做？How should the training be conducted？培训如何来开展?Planning for TrainingPlanning for Training计划培训计划培训 69 管理系列课程管理系列课程培训前的准备Training Training System System FlowFlow培训体系流程培训体系流程工作职责工作职责 Job Description客服专员Responsibilities职责:1.2.3.4.Taking and Making Wake-up Call