Starwood_Conducting One-on-One Training_一对一培训技巧

ETSModuleI:ConductingOne-on-OneTrainingEffectiveTrainingSkillsModule1有效的培训技巧第一单元ConductingOne-on-OneTraining开展一对一的培训ETSModuleI:ConductingOne-on-OneTrainingSlide#2Module1:Conductingone-on-onetraining第一单元:开展一对一的培训Module2:Conductinggrouptraining第二单元:开展一对多人培训OverviewofEffectiveTrainingSkillsSeries有效的培训技巧课程概览ETSModuleI:ConductingOne-on-OneTrainingSlide#3DefinitionofStructuredTrainingAplannedandsystematicefforttomodifyordevelopknowledgeorskillasaresultoftheteachingofpracticalskillsandknowledgethatrelatetospecificusefulcompetenciesforagivenjob.Workbookp.5系统培训的定义以教授与完成某个给定的工作所需要的特定的有用的技能、有关的实践知识为目标，通过有计划和系统的努力来修正和增加知识或提高技能。ETSModuleI:ConductingOne-on-OneTrainingSlide#4TypesofTrainingOne-on-OneTraining一对一的培训Trainertrainsindividualemployees,eitheronoroffthejob.GroupTraining多人培训Trainerconductsgrouptrainingforanumberofassociatesatthesametime,normallyinaclassroomsetting.培训类型培训员逐一对员工进行在岗培训或岗外培训。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。ETSModuleI:ConductingOne-on-OneTrainingSlide#5On-the-JobTraining(OJT)在岗培训(OJT)Trainingisconductedattheactualworkplace.Mosteffectiveforone-on-onetraining.Off-the-JobTraining岗外培训Trainingisconductedawayfromtheactualworkplace,ofteninameetingortrainingroom.培训安排在一个特定的工作场所进行。这种类型的培训对1对1的培训方式最有效。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中进行。TypesofTraining培训类型ETSModuleI:ConductingOne-on-OneTrainingSlide#6BenefitsofStructuredOne-on-OneTrainingLearningCurve学习曲线Time时间Proficiency熟练程度系统的一对一培训的益处ETSModuleI:ConductingOne-on-OneTrainingSlide#7Supervisor’sroleintraining主管在培训中的角色Observe观察Plan计划Motivate激励Solve解决Training培训Certify认证ETSModuleI:ConductingOne-on-OneTrainingSlide#9技能培训课程•Takingareservation•Takingafoodorder•Settingatableforfour•Checkinginaguest•Makingabed•Presentingabilltoguest•PerformingfirstaidExamples范例Workbookp.20SkillsTrainingSessions做一个预定为客人点菜摆一个四人桌为客人办理入店手续做一张床把帐单呈现给客人提供急救ETSModuleI:ConductingOne-on-OneTrainingSlide#10KnowledgeTrainingSessions•Inductionfornewassociates•Housekeepingproductknowledge•Wineknowledge•Hotelpoliciesandprocedures•Handlingguestcomplaints知识培训课程为新员工做入职介绍客房产品知识葡萄酒知识酒店政策和程序处理客人投诉Examples范例ETSModuleI:ConductingOne-on-OneTrainingSlide#11Section3:Preparingtotrain第三章：培训前的准备-planningfortraining-threelevelsofinformation培训计划三种层次的信息CourseOutline课程概览ETSModuleI:ConductingOne-on-OneTrainingSlide#12TrainingNeeds培训需求ActualPerformance实际工作表现ExpectedPerformance期望工作表现GAP差距PlanningforTraining培训计划ETSModuleI:ConductingOne-on-OneTrainingSlide#13StarwoodTrainingSystemFlowWorkbookp.22JobDescription(JD)岗位职责描述PhoneOperatorResponsibilities:电话接线员工作职责：1.2.3.4.5.Takingandmakingwake-upcalls记录并进行叫醒服务NewAssociateTrainingProfile/Certification(NATP/C)新员工培训介绍/认证Tasks:任务：1.2.Wakeupcalls叫醒电话3.StandardandProcedures(S&P)标准和程序Task:Wake-upcalls任务：叫醒电话Standard:标准Procedures：程序TrainingActivityOutline(T.A.O.)培训活动概览Task:任务Wake-upcalls叫醒电话Objective:目的Standard:标准1234喜达屋集团培训体系流程图ETSModuleI:ConductingOne-on-OneTrainingSlide#14Must/Should/CouldKnow必须/应该/可以知道•MustKnow必须知道Essentialinformationtoperformatask履行一项工作必不可少的信息•ShouldKnow应该知道Informationthatwouldenhancetrainee’sperformance可以改善、提高学员工作表现的信息•CouldKnow可以知道Informationthatisnicetoknowandwouldenhancetrainee’spersonaldevelopment有利于学员个人发展的信息ThreeLevelsofInformation三个层次的信息ETSModuleI:ConductingOne-on-OneTrainingSlide#15SkillsTraining:ServingaBottleofRedWine技能培训：服务一瓶红酒Targettrainees目标学员:Teamleadersandassociatesinarestaurant餐厅的领班和员工Mustknow必须知道:Equipment(bottleopener,bottlecoaster,linennapkin),typeofwineglass,methodofpresentingandopeningbottle,methodofservingwine,winepronunciation,sellingpriceofthewine,etc器材（开瓶器、瓶垫、餐巾)，酒杯种类，呈现红酒和开瓶的方法，给客人倒酒的方法，酒的读法，以及酒的售价等。ThreeLevelsofInformation三个层次的信息ETSModuleI:ConductingOne-on-OneTrainingSlide#16Shouldknow应该知道:Winelabel,characteristicsofthewinebeingserved,wineproductionmethod,foodandwinematching,handlingguest’srejectionofwine,etc酒瓶的标签，该酒的特征，酒的酿造方法，与红酒相配的食物，如何处理客人拒绝该瓶酒等。ThreeLevelsofInformation三个层次的信息SkillsTraining:ServingaBottleofRedWine技能培训：服务一瓶红酒ETSModuleI:ConductingOne-on-OneTrainingSlide#17Couldknow可以知道:Winegrapevarieties,cookingwithwine,historyofwine,characteristicsofwinesfromdifferentcountries,etc酿酒葡萄的种类，葡萄酒烹饪，葡萄酒的历史，不同国家所产的葡萄酒的特征等。ThreeLevelsofInformation三个层次的信息SkillsTraining:ServingaBottleofRedWine技能培训：服务一瓶红酒ETSModuleI:ConductingOne-on-OneTrainingSlide#18KnowledgeTraining:TypesofRooms知识培训：房型Targettrainees目标学员:FrontOfficeassociates前厅部员工Mustknow必须知道:Differentroomcategories,no.ofroomsineachcategory,roomrateandsizeforeachdifferentcategory,specialfeaturesineachcategory,roomcategoriesperfloor,smoking/non-smokingrooms,etc不同的房型，每种房型的房间数，每种房型的面积，每种房型的特点，每个楼层的房型，吸烟房/非吸烟房等。ThreeLevelsofInformation三个层次的信息ETSModuleI:ConductingOne-on-OneTrainingSlide#19Shouldknow应该知道:Colorschemeofeachtype,views,roomnumbersclosetoelevatorsandfireexits,roomtypesfavoredbyregularguests,thefunctioningofin-roomfacilitiessuchassafe,hairdryer,television,etc.每种房型的色系，景观，靠近电梯和消防通道的房间号码，酒店常客喜欢的房型，房间内设施的功能，如保险箱、吹风机，电视等。ThreeLevelsofInformation三个层次的信息KnowledgeTraining:TypesofRooms知识培训：房型ETSModuleI:ConductingOne-on-OneTrainingSlide#20Couldknow可以知道:Nameoftheinteriordesigner,ceilingheight,average