IHG_CTC(补充)

1CraftTrainingCertificate训导师技能培训2CTCModule1Introduction简介3CTCIntroduction–Us简介－我们•Whatisyourname?你是谁？•Wheredoyoucomefrom?你从那里来？•Whatdepartmentdoyouworkin?你在哪个部门工作？•Whatisyourposition?你的职位是什么？Tellussomethinguniqueaboutyourself-RoomToBeYourself尽炫自我－你的独特之处4CTCIntroduction–Course简介－课程PLAN计划IMPLEMENT执行REVIEW回顾5CTCAgenda日程安排ProgramOutline课程大纲1)Administration&Introduction课程介绍2)Benefitsoftraining培训的益处3)Identifyinglearningneeds确定学习需求4)TheLearningProcess&Cycle学习过程和学习链5)SystematicApproachtoTraining系统的培训方法6)Gainingattention吸引注意力7)Breakdown分步讲解8)QuestionTechnique提问技巧9)Check检查6CTCAgenda日程安排ProgramOutline课程大纲10）CraftTrainingSmallGroups小组技能培训11）CorrectiveCoaching指正辅导Skillpractice技能练习7CTCTheEmployeeLifecycle员工职业生命链5.Assessment-TrainingandDevelopment:评估－培训与发展DH’swithpotentialtomoveintoGMpositions,willattendassessmentanddevelopmentprograms.有潜质升为总经理的部门主管将参加评估发展课程4.PerformanceManagement:绩效管理Thisistargetedatthosewhomustmanageotheremployees.Theyhavetobecompetentincoaching,discipliningetc.目标对象是需要管理员工的经理层，他们必须有能力辅导、训练员工6.SuccessionPlanning:接班人计划Settingandachievinggoalstomoveontothenextstepintheircareer.设定并达到目标以进入职业生涯的下一步2.CommunicatingExpectationsToEmployees:与员工沟通你的期望Sendouttherightmessagestoallnewemployees.传递给所有新员工正确的信息1.PreparingTheOrganisation:组织结构上的准备Ensuringmanagementiscompetentinallaspectsofbringingnewstaffintothehotel.确保管理层在新员工进入酒店的所有方面都做好充足准备3.BuildingCapability–TrainingandDevelopment:建立能力－培训与发展Byassessingonthejobneedswecanassessfurthertrainingthestaffmayrequire.通过评估工作需求来计划进一步的员工培训需求8CTCDomestics注意事项Breaks休息Smoking吸烟Bathrooms洗手间Emergencyprocedures紧急情况Lotsoffun!充满乐趣！9CTCObjectives课程目标IdentifyTraining&Developmentrequirementsforteammembersinyourdepartment.在你的部门内为部门员工识别培训及发展的需求。Designandcarryoutashortpieceofon-the-jobtrainingtomeettheseneeds.设计和执行一些短小的岗位培训去满足这些需求Evaluatetheeffectivenessofthetraining.评估培训的有效性Developopportunitiestobuildorganisationalcapabilityforthefuture.创造机会为将来建立组织能力Coachteammembersinthedevelopmentoftheirskills.辅导团队成员发展工作技能Carryoutcorrectivecoachingtoensurethestandardsaremaintained.执行指正辅导以确保标准的保持Choosetrainingresourcesandsystemstosupportyourdepartment’straining.选择培训资源和系统来支持部门培训10CTCModule2BenefitsOfTraining培训的益处11CTCBenefitsOfTraining培训的益处Objectives目标Establishadefinitionoftraining.确定培训的定义Explainwhobenefitsfromtrainingandwhatthespecificbenefitsare.解释培训对谁有益以及具体益处是什么Describesomeofthebarriersthatpreventusfromtraining.说出影响培训的障碍是什么12CTCWhatIsTraining?什么是培训Tobringapersontoadesiredstateorstandardthroughinstructionorpractice.“通过指导和实践，使人员的水平达到一个期望的高标准”13CTCWhatTypeOfEmployeesNeedTraining?什么类型的员工需要培训Newemployees(OnBoarding).新员工（入职期间）Transferringtoanotherdepartment(Newknowledge).转到其他部门工作（新知识）Promotion(Newknowledge).升职（新知识）Whenstandardshavedropped(Corrective).标准下降（指正）14CTCWhoBenefitsFromTraining?谁从培训中受益1.Trainees/Employees学员/员工2.Trainers/Supervisors培训员/主管经理3.Guest客人4.Hotel酒店Ingroups,identifythebenefitsoftraining.分成小组，讨论并列举培训的益处15CTCWhoBenefitsFromTraining?谁从培训中受益？1.Trainees/Employees学员/员工Increasedjobsatisfaction.提高工作满意度Greatersafety.更加安全Workmoreefficiently.更有效地开展工作Careeradvancement.职业提升Greaterconfidence.更加自信，减少压力16CTCWhoBenefitsFromTraining?谁从培训中受益？2.Trainer/Supervisor培训员/主管经理Delegatemoretasks.下放更多的任务Lesscomplaints.减少投诉Increasesteammorale.提高团队士气Lesstimespentcheckingonemployees.花更少的时间检查员工的工作17CTCWhoBenefitsFromTraining?谁从培训中受益？3.Guest客人Efficientservice.有效的服务Valueformoney.物有所值Nocauseforcomplaint.没有投诉的理由Consistentservice.服务的一致性18CTCWhoBenefitsFromTraining?谁从培训中受益4.Hotel酒店Consistentstandards.统一的标准Improvedproductivity.提高产量Increasedretention.更可能留住员工Increasedmorale.提高士气Lesscomplaints.减少投诉Increasedrevenue.增加收入19CTCTeamhavetodomorework团队其他成员承担更多的工作RecruitnewEmployee招聘新员工BarriersToTraining培训的障碍TheydothingsWrong工作做错Newemployeegetsthrownin未被培训的新员工开始工作EmployeefeelsDemotivated员工士气低落TeamgetsDemotivated整个团队士气低落Idon’thavetimetotrain我没有时间去培训EmployeeLeaves员工离职VICIOUSCYCLE恶性循环20CTCEmployeeisMotivated员工士气高涨Managerhasmoretime经理有更多时间BarriersToTraining培训的障碍Employeelearnsnewskills员工学到了新技能Newemployeeenjoysrole新员工工作很开心EmployeefeelsValued员工觉得值得Employeetakesonextratasks员工承担额外的任务Idon’thavetimeNOTtotrain我不会没有时间去培训EmployeeworksUnsupervised员工不必在监管下工作VIRTUOUSCYCLE良性循环21CTCModule3IdentifyingLearningNeeds识别学习需求、培训需求分析22CTCIdentifyingLearningNeeds识别学习需求Objectives目标Statewhyitisimportanttoidentifylearningneeds.陈述识别学习需求的重要性Describealearningneed.描述一个学习需求Identifyhowskills,knowledgeandattitudecontributetothelearningneed.识别如何让技巧、知识、态度为学习需求服务Recognisetimeswhentrainingisnottheanswer.识别无法用培训解决的需求DescribetheoverallroleoftheWorkplaceTrainer.描述部门培训员的整体角色23CTCCommonReasonsforTraining普遍的培训原因•Standardorperformancedrops标准或表现下降•NewSOP’s出台新的SOP•Newemployees新员工•Promotionsandtransfers升职或转职•Changesatwork工作中的变化•Servicestandardhasreduced服务标准减少•Newstaff/onboarding新员工入职•Careerdevelopment职业发展•Newrules,systemsandprocedures新的规定、系统或流程•Becausewehavethebudget!因为我们有预算！思考题？？我们酒店的各个部门目前在哪些情况下是已经做了培训的，哪些培训是有待开展的？24CTCTrainingV’sLearning培训VS学习Learning学习Learningistogainknowledge,skillorattitudebystudy,experienceorbeingtaught.学习是通过研究、经验或被教授得到知识、技能或者态度。Tra