培训技巧（培训师必备）.ppt

《培训技巧（培训师必备）.ppt》由会员分享，可在线阅读，更多相关《培训技巧（培训师必备）.ppt（35页珍藏版）》请在得力文库 - 分享文档赚钱的网站上搜索。

1、Facilitation Skills培训技巧培训技巧2021/9/271To understand the roles of a facilitator理解培训师的角色 To develop skills in imparting knowledge and skills to learners.提高传授给学员知识和技能的技巧Workshop Objectives 课程目标课程目标2021/9/272 Agenda议程议程Workshop opening课程开始Roles of Facilitator培训师的角色Facilitation Model培训模型10 Facilitation Sk

2、ills Introduction 十种培训技巧介绍Feedback Skills 反馈技能Practice with Feedback/Coaching 采用反馈/辅导来练习Workshop Closure课程完毕2021/9/273 Group Discussion小组讨论小组讨论What do effective facilitators say/do?优秀的培训师会说或做什么?What do ineffective facilitators say/do?无效的培训师会说或做什么?2021/9/274What makes a GOOD facilitator?什么是好什么是好的培训师的

3、培训师?Create learning motivation创造学习动机Friendly and willing to listen友善和善于倾听High proficiency of the subject 对课程有深刻的认识Provide effective feedback提供有效的反馈Clear and precise expression清楚和准确的表达Handle questions effectively有效的解答问题2021/9/275Roles of a facilitator培训师的角色培训师的角色 Respond to learners needs 对学员的问题作出反应C

4、reate a safe environment 创造安全的环境Achieve behavioral change 使学员有行为上的改变2021/9/276Effective Facilitation Model有效的培训模型有效的培训模型(1)TECHNICALKNOWLEDGE(2)PREPARATION(3)FACILITATION SKILLS(4)EVALUATIONDesired Outcome Objective ChangesLearners Needs TNA Training Design Content&Chunking Learning MethodsImplement

5、ation Planning Dates&Venue Communication with LearnersRapportBuildingCoachingProcess MgtFormal PresentationContinuous ImprovementLevel 1-4 Evaluation2021/9/277Facilitation Skills培训技巧培训技巧 Rapport Building创造良好的氛围 Coaching辅导 Process Management程序管理 Formal Presentation正式表达4 Major Facilitation Skill Categ

6、ories四大培训技巧类别四大培训技巧类别2021/9/278 Rapport Building创造良好的氛围创造良好的氛围FS1-Maintain or enhance self-esteem 维护自尊，增强自信 FS2-Listen and respond with empathy 仔细聆听，善意回应FS3-Ask for help and encourage involvement 谋求协助，促进参与2021/9/279FS1-Maintain or Enhance Self-esteem维护自尊，增强自信维护自尊，增强自信 Specifically and sincerely ackn

7、owledge peoples ideas and suggestions 明确并有诚意地接受学员的意见和建议Identify,compliment,and build on peoples achievements.确定和表扬学员的成就Avoid demeaning words or actions 避免有伤自尊心的言语及动作 Express confidence in peoples ability to apply new concepts and skills 鼓励学员充分应用所学的技能Create a climate in which people are more likely t

8、o communicate openly.创建公开交流的氛围创建公开交流的氛围2021/9/2710Example例子例子Dave:“I think the guy in the video did a good job of running the meeting,especially when the group got sidetracked.He said he understood their concerns,and then he listed them on an issue chart to discuss later.”“我觉得录像里的人把会议主持得很好我觉得录像里的人把会

9、议主持得很好.尤其是当大家转尤其是当大家转移目标时移目标时,他说他了解了他们的疑问他说他了解了他们的疑问,并且把问题全列下并且把问题全列下来放在来放在issue chart内以便之后再讨论内以便之后再讨论.”Facilitator:“Dave,you obviously see how important it is to address concerns and focus back on the topic at hand.Good.”(Compliment on Daves achievements)“Dave,你明确的指出关注话题和解决疑问的重要性你明确的指出关注话题和解决疑问的重要性

10、.很很好好.”称赞了称赞了Dave的成就的成就.2021/9/2711FS2-Listen and Respond with Empathy仔细聆听，善意回应仔细聆听，善意回应Actively listen without interrupting.用心聆听不打断Maintain eye contact.保持眼神交流Identify both facts and feelings识别事实与感受Respond verbally by identifying the feeling expressed and the content of what was said通过识别表达出来的感受和所说的内

11、容用语言回应Show youve heard their concerns both facts and feeling.表示你听到他们的心声表示你听到他们的心声-事实与感事实与感觉觉2021/9/2712Example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.Everyone has to work together.”我认为每个人我认为每个

12、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说，整体要比部分好，每个人都应该工作在一起Facilitator:培训师培训师“Then what youre saying is that collaboration is the key to improving productivity in your unit(Facts).那么你所说的是合作是提高生产力的关键那么你所说的是合作是提高生产力的关键（事实）（事实）From time to time well find that not every

13、one understand the importance of collaboration.”(Feeling)我们会经常发现并不是每个人都理解合作的重要性我们会经常发现并不是每个人都理解合作的重要性（感受）（感受）2021/9/2713FS3-Ask for Help and Encourage Involvement谋求协助，促进参与谋求协助，促进参与Ask open questions to encourage participation/sharing ideas/experiences.通过开放式提问鼓励学员分享意见经验Ask everyone to participate in

14、solving problems and addressing concerns.要求每个人都参与解决问题和关注话题Call on individuals when you believe they can contribute,making sure to reinforce their input by complimenting their contribution.如果你认为学员能解答问题，鼓励他们这样去做Involve everyone to ensure total participation.确保每个人都有参与进来确保每个人都有参与进来2021/9/2714Example例子例子

15、Facilitator:培训师培训师“Its easy for meetings to get off track.Has anyone been in a meeting recently that seemed to go nowhere?”“Whats your thoughts?”“会议很容易失控，在座的各位最近开会时会议很容易失控，在座的各位最近开会时有没有遇到这种状况？有没有遇到这种状况？”“当时你的感受如何？当时你的感受如何？”2021/9/2715 Coaching辅导辅导FS4-Giving instructions/Directions 给出指引/指导 FS5-Handin

16、g questions 问题解答FS6-Provide/Ensure effective feedback做出有效的辅导/反馈2021/9/2716FS4-Giving Instructions/Directions 给出指引指导给出指引指导Give participants necessary coaching and instructions to carry out the activities.在活动过程中在活动过程中提供提供给学员必要的给学员必要的辅导辅导和和指引指引Provide clear,thorough directions to help participants comp

17、lete assignments.做出清晰的指引帮助学员完成任务 -Clarify purpose of the activity澄清活动的目的-Explain procedure of the activity解释活动的流程Clarify page number,materials or time etc.澄清页码，资料和时间等Offer suggestions and reminders during skill practice process.在技巧练习过程中提供建议和提醒2021/9/2717FS5 Handling Questions问题解答问题解答Open-mindedly we

18、lcome learners questions listen with full attention.开放的欢迎学员提问并仔细聆听Clarify learners questions and check for own understanding.澄清学员的问题并确认相互了解Offer distinct and clear answers to participants if the questions are important to learning process.如果问题对学习过程很重要，提供清晰的解答Lead participants to reach new height thr

19、ough Understanding and internalizing the new materials.通过理解和吸收新的内容，通过理解和吸收新的内容，带领带领学员达到新的高度学员达到新的高度2021/9/2718FS5 Handling Questions问题解答问题解答How to handle questions unable to answer如何处理那些你不能回答的问题 -Compliment learners question.表扬学员的提问 -Ask for help from other participants for answering question.寻求其他学员

20、的帮助来回答问题 -List on Issue Chart to discuss later.放到待处理事项记录板 上以便之后讨论2021/9/2719FS6-Provide/Ensure Effective Feedback做出有效的辅导反馈做出有效的辅导反馈People need feedback to learn how to use new skills effectively.学员需要通过反馈来学习怎样有效使用新的技巧学员需要通过反馈来学习怎样有效使用新的技巧Provide positive feedback and feedback for improvement,ensure t

21、he feedback is balanced.提供肯定和改进性的反馈，确保反馈的平衡性Provide and elicit information to clarify inaccurate or incomplete feedback.提供信息以澄清不准确或不完整的反馈2021/9/2720 Process Management程序管理程序管理FS7 Behavioral Check for Understanding确认相互了解FS8 Make Procedural Suggestions 做出程序建议2021/9/2721FS7 Behavioral Check for Underst

22、anding确认相互了解确认相互了解Effective two-way communication is essential to Successful learning.有效的互相交流对学习很重要有效的互相交流对学习很重要.Encourage people to ask questions.鼓励学员发问Ask questions after presenting new information,giving directions,or at the end of a learning or activity.在提出新知识,给予指引,或在活动结束后发问Restate or summarize

23、what has been said.重复或总结你所说的2021/9/2722Example例子Facilitator:培训师培训师“OK.Before we get started,what questions do you have about the exercise?”“好好,在我们开始之前在我们开始之前,大家对练习有大家对练习有什么疑问吗什么疑问吗?”?”“Could you anyone summarize the key steps for?”“有人能把主要步骤总结吗有人能把主要步骤总结吗?”?”2021/9/2723FS8 Make Procedural Suggestions

24、 做出程序建议做出程序建议Managing the group to meet all learning objectives is an important part of your role.指导学员达到学习目标是讲师的重要职责指导学员达到学习目标是讲师的重要职责Balance asking and telling.平衡提问与讲述Ask groups permission to move from one activity to another.在进行下一个课题时征求学员意见Refocus group from off-issue discussions.专著课程内容,不要跑题Use is

25、sue chart to defer questions/discussions.利用”Issue Chart”把问题/讨论置后 Intervene during exercises or skill practice to ensure success.参与练习或技巧演练以确保顺利进行2021/9/2724 Formal Presentation 正式呈现正式呈现FS9 Presentation Skills呈现技巧 FS10 Use Examples/Analogies 使用例子/推类 2021/9/2725Prepare in advance(Audio-visual aids appl

26、ication)预先做准备(视听教具)Make eye contact 保持眼神交流Demonstrate vocal clarity and appropriate volume 声音清晰和音量适中Appear relaxed and adjust style to audience.根据学员的反应进行适当调整Avoid distracting gesture 避免出现让学员注意力分散的肢体语言Maintain high energy level 保持旺盛的精力Present clearly 表达清楚 FS9 Presentation Skills 呈现技巧呈现技巧Good presenta

27、tion skills tie all the facilitator skill area into an interesting.良好的呈现技巧使培训变得有趣良好的呈现技巧使培训变得有趣2021/9/2726FS10 Use Examples/Analogies 使用例子使用例子/推类推类Use examples from your work or other experiences that demonstrate concepts and show applications.运用来自于工作上或其他方面的例子来示范概念和展示应用Ask participants for their own

28、 examples.请学员提供个人例子Module concepts come to life when illustrated by examples/analogies.运用例子运用例子/推类来讲述课程概念会更容易被接受推类来讲述课程概念会更容易被接受2021/9/2727Feedback Skills反馈技巧反馈技巧Positive Feedback 肯定的反馈 What?什么?(What was done/said)(做做/说了说了什么什么)Why?为什么?(Why effective?)(为为什么有效什么有效?)Feedback for Improvement 改进性的反馈 What

29、?什么?(What was done/said)(做做/说了说了什么什么)What?什么?(What could be the alternative?)(怎样做会更好怎样做会更好?)Why?为什么?(Why alternative is more effective?)(为为什么那样什么那样做会更有效呢做会更有效呢?)2021/9/2728Effective Feedback is：有效的反馈是：有效的反馈是:Timely 及时Specific具体Balanced正负平衡2021/9/2729Feedback Dos and Donts反馈应该和不应该反馈应该和不应该Maintain sel

30、f-esteem.维护自尊 Be honest.要坦白Give specific positive feedback.提供肯定性的反馈Give specific feedback for improvement.提供改进性的反馈Give vague or unsupported feedback 反馈模糊或无事实基础Say sth.was done well if you dont believe it was.口是心非Guess at motives.猜想动机Focus exclusively on effective or ineffective actions.过度专著于有效或无效的动作

31、Use superlatives like always and never.用”总是”或”从不”之类很极端的词Giving Feedback：给予反馈：给予反馈 Do 应该应该 Dont 不应该不应该2021/9/2730Feedback Dos and Dont反馈应该和不应该反馈应该和不应该View feedback as a unique learning opportunity.把反馈当成独特的学习机会.Listen with full attention.用心聆听Ask for specific examples.要求具体的例子Defend your actions.为自己的行为辩

32、护.Resist the feedback.不接受反馈Talk about other experiences;focus on the situation you are receiving feedback on.谈论其它的经验;专注于接受反馈时的情景 Do 应该应该 Dont不应该不应该Receiving Feedback接受反馈接受反馈：2021/9/2731Practice练习练习25 minutes 25分钟Job related topics 与工作相关的题目Involvement with participants seek and tell separately 50%与学员

33、互动-学员分享与培训师讲述各占50%Skill practice/exercises/activities 技巧演练/练习/和活动Use at least 1 example or analogy/story使用至少一个例子/推类/故事Apply all facilitation skills-应用所有的培训技巧.2021/9/273210 Facilitation Skills Review十个培训技巧回顾十个培训技巧回顾2021/9/2733Action Plan行动计划行动计划Commitment to make a difference!承诺改变现在的状态2021/9/27342021/9/2735