培训技巧(培训师必备).ppt
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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
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