培训实用十大技巧（PPT34页)

Tounderstandtherolesofafacilitator理解培训师的角色Todevelopskillsinimpartingknowledgeandskillstolearners.提高传授给学员知识和技能的技巧WorkshopObjectives课程目标Agenda议程Workshopopening课程开始RolesofFacilitator培训师的角色FacilitationModel培训模型10FacilitationSkillsIntroduction十种培训技巧介绍FeedbackSkills反馈技能PracticewithFeedback/Coaching采用反馈/辅导来练习WorkshopClosure课程完毕GroupDiscussion小组讨论Whatdoeffectivefacilitatorssay/do?优秀的培训师会说或做什么?Whatdoineffectivefacilitatorssay/do?无效的培训师会说或做什么?WhatmakesaGOODfacilitator?什么是好的培训师?Createlearningmotivation创造学习动机Friendlyandwillingtolisten友善和善于倾听Highproficiencyofthesubject对课程有深刻的认识Provideeffectivefeedback提供有效的反馈Clearandpreciseexpression清楚和准确的表达Handlequestionseffectively有效的解答问题Rolesofafacilitator培训师的角色Respondtolearners’needs对学员的需求作出反应Createasafeenvironment创造理想的学习环境Achievebehavioralchange使学员有行为上的改变EffectiveFacilitationModel有效的培训模型EffectiveFacilitationModel有效的培训模型FacilitationSkills培训技巧ⅠRapportBuilding创造良好的氛围ⅡCoaching辅导ⅢProcessManagement程序管理ⅣFormalPresentation正式表达4MajorFacilitationSkillCategories四大培训技巧类别ⅠRapportBuilding创造良好的氛围FS1-Maintainorenhanceself-esteem维护自尊，增强自信FS2-Listenandrespondwithempathy仔细聆听，善意回应FS3-Askforhelpandencourageinvolvement谋求协助，促进参与FS1-MaintainorEnhanceSelf-esteem维护自尊，增强自信Specificallyandsincerelyacknowledgepeople’sideasandsuggestions明确并有诚意地认可学员的意见和建议Identify,compliment,andbuildonpeople’sachievements.确定和表扬学员的成就Avoiddemeaningwordsoractions避免有伤自尊心的言语及动作Expressconfidenceinpeople’sabilitytoapplynewconceptsandskills鼓励学员充分应用所学的技能Createaclimateinwhichpeoplearemorelikelytocommunicateopenly.创建公开交流的氛围Example例子Dave:“Ithinktheguyinthevideodidagoodjobofrunningthemeeting,especiallywhenthegroupgotsidetracked.Hesaidheunderstoodtheirconcerns,andthenhelistedthemonanissuecharttodiscusslater.”“我觉得录像里的人把会议主持得很好.尤其是当大家转移目标时,他说他了解了他们的疑问,并且把问题全列下来放在issuechart内以便之后再讨论.”Facilitator:“Dave,youobviouslyseehowimportantitistoaddressconcernsandfocusbackonthetopicathand.Good.”(ComplimentonDave’sachievements)“Dave,你明确的指出关注话题和解决疑问的重要性.很好.”称赞了Dave的成就.FS2-ListenandRespondwithEmpathy仔细聆听，善意回应Activelylistenwithoutinterrupting.用心聆听不打断Maintaineyecontact.保持眼神交流Identifybothfactsandfeelings识别事实与感受Respondverballybyidentifyingthefeelingexpressedandthecontentofwhatwassaid用语言回应对方所表达的情绪和所说的内容Showyou’veheardtheirconcerns–bothfactsandfeeling.表示你听到他们的心声-－事实与感受Example例子Stacy:“Ithinkeverybodyneedstocontributetomeetingdeadlinesandensuringthatnomistakesaremade.Imean,thesumisgreaterthantheparts.Everyonehastoworktogether.”我认为每个人都需要为了准时完成任务而努力并确保不出现问题，我是说，整体要比部分好，每个人都应该工作在一起Facilitator:培训师“Thenwhatyou’resayingisthatcollaborationisthekeytoimprovingproductivityinyourunit(Facts).那么你所说的是合作是提高生产力的关键（事实）Fromtimetotimewe’llfindthatnoteveryoneunderstandtheimportanceofcollaboration.”(Feeling)我们会经常发现并不是每个人都理解合作的重要性（感受）FS3-AskforHelpandEncourageInvolvement谋求协助，促进参与Askopenquestionstoencourageparticipation/sharingideas/experiences.通过开放式提问鼓励学员分享意见／经验Askeveryonetoparticipateinsolvingproblemsandaddressingconcerns.要求每个人都参与解决问题和关注话题Callonindividualswhenyoubelievetheycancontribute,makingsuretoreinforcetheirinputbycomplimentingtheircontribution.如果你认为学员能解答问题，鼓励他们这样去做Involveeveryonetoensuretotalparticipation.确保每个人都有参与进来Example例子Facilitator:培训师“It’seasyformeetingstogetofftrack.Hasanyonebeeninameetingrecentlythatseemedtogonowhere?”“What’syourthoughts?”“会议很容易失控，在座的各位最近开会时有没有遇到这种状况？”“当时你的感受如何？”ⅡCoaching辅导FS4-Givinginstructions/Directions给出指引/指导FS5-Handingquestions问题解答FS6-Provide/Ensureeffectivefeedback做出有效的辅导/反馈FS4-GivingInstructions/Directions给出指引／指导Giveparticipantsnecessarycoachingandinstructionstocarryouttheactivities.在活动过程中提供给学员必要的辅导和指引Provideclear,thoroughdirectionstohelpparticipantscompleteassignments.做出清晰的指引帮助学员完成任务-Clarifypurposeoftheactivity澄清活动的目的-Explainprocedureoftheactivity解释活动的流程Clarifypagenumber,materialsortimeetc.澄清页码，资料和时间等Offersuggestionsandremindersduringskillpracticeprocess.在技巧练习过程中提供建议和提醒FS5–HandlingQuestions问题解答Open-mindedlywelcomelearner’squestionslistenwithfullattention.开放的欢迎学员提问并仔细聆听Clarifylearner’squestionsandcheckforownunderstanding.澄清学员的问题并确认相互了解Offerdistinctandclearanswerstoparticipantsifthequestionsareimportanttolearningprocess.如果问题对学习过程很重要，提供清晰的解答LeadparticipantstoreachnewheightthroughUnderstandingandinternalizingthenewmaterials.通过理解和吸收新的内容，带领学员达到新的高度FS5–HandlingQuestions问题解答Howtohandlequestionsunabletoanswer如何处理那些你不能回答的问题-Complimentlearner’squestion.表扬学员的提问-Askforhelpfromotherparticipantsforansweringquestion.寻求其他学员的帮助来回答问题-ListonIssueCharttodiscusslater.放到待处理事项记录板上以便之后讨论FS6-Provide/EnsureEffectiveFeedback做出有效的辅导／反馈Peopleneedfeedbacktolearnhowtousenewskillseffectively.学员需要通过反馈来学习怎样有效使用新的技巧Providepositivefeedbackandfeedbackforimprovement,ensurethefeedbackisbalanced.提供肯定和改进性的反馈，确保反馈的平衡性Provideandelicitinformationtoclarifyinaccurateorincompletefeedback.提供信息以澄清不准确或不完整的反馈ⅢProcessManagement程序管理FS7–BehavioralCheckforUnderstanding确认相互了解FS8–MakeProceduralSuggestions做出程序建议FS7–BehavioralCheckforUnderstanding确认相互了解Effectivetwo-waycommunicationisessentialtoSuccessfullearning.有效的互相交流对学习很重要.Encouragepeopletoaskquestions.鼓励学员发问As