培训技巧（培训师必备）

,*,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,Hi-P U,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Hi-P U,Facilitation Skills,培训技巧,1,To 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,2,Agenda,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 Skills 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,3,Group Discussion,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,?,4,What makes a GOOD facilitator?,什么是好的培训师,?,C,reate learning motivation,创造学习动机,F,riendly and willing to listen,友善和善于倾听,H,igh proficiency of the subject,对课程有深刻的认识,P,rovide effective feedback,提供,有效,的,反馈,C,lear and precise expression,清楚和准确的表达,H,andle questions effectively,有效的解答问题,5,Roles of a facilitator,培训师的角色,Respond to learners needs,对学员的问题作出反应,Create a safe environment,创造安全的环境,Achieve behavioral change,使学员有行为上的改变,6,Effective Facilitation Model,有效的培训模型,(1),TECHNICAL,KNOWLEDGE,(2),PREPARATION,(3),FACILITATION,SKILLS,(4),EVALUATION,Desired Outcome,Objective,Changes,Learners Needs,TNA,Training Design,Content & Chunking,Learning Methods,Implementation,Planning,Dates & Venue,Communication with,Learners,Rapport,Building,Coaching,Process,Mgt,Formal,Presentation,Continuous,Improvement,Level 1-4,Evaluation,Effective,Facilitation,7,Facilitation Skills,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 Categories,四大培训技巧类别,8,Rapport Building,创造良好的氛围,FS1 -,M,aintain or,enhance self-esteem,维护自尊，增强自信,FS2 -,L,isten and respond,with empathy,仔细聆听，善意回应,FS3 -,A,sk for help and,encourage involvement,谋求协助，促进参与,9,FS1 - Maintain or Enhance Self-esteem,维护自尊，增强自信,Specifically and sincerely acknowledge 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,to communicate openly.,创建公开交流的氛围,10,Example,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,.,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,issue chart,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,.,很好,.”,称赞了,Dave,的成就,.,11,FS2 - Listen and Respond with Empathy,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,-,事实与感觉,12,Example,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,“,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（事实）,From time to time well find that not everyone 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（感受）,13,FS3 - Ask for Help and Encourage Involvement,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 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,14,Example,例子,Facilitator,:,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有没有遇到这种状况？”,“当时你的感受如何？”,15, Coaching,辅导,FS4 - Giving instructions/Directions,给出指引,/,指导,FS5 - Handing questions,问题解答,FS6 - Provide/Ensure effective,feedback,做出有效的辅导,/,反馈,16,FS4 -,Giving Instructions/Directions,给出指引指导,Give participants necessary coaching and,instructions to carry out the activities.,在活动过程中提供给学员必要的辅导和指引,Provide clear, thorough directions to help participants complete 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,17,FS5 ,Handling Questions,问题解答,Open-mindedly welcome 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 through,Understanding and internalizing the new materials.,通过理解和吸收新的内容，带领学员达到新的高度,18,FS5 Handling Questions,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,19,FS6 - Provide/Ensure Effective Feedback,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,Provide positive feedback and feedback for improvement, ensure the 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,20, Process Management,程序管理,FS7 ,B,ehavioral Check for,Understanding,确认相互了解,FS8 ,M,ake Procedural Suggestions,做出程序建议,21,FS7,Behavioral Check for Understanding,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,.,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 what has been said.,重复或总结你所说的,22,Example,例子,Facilitator,:,培训师,“,OK. Before we get started, what questions do you have about the exercise?”,“,好,在我们开始之前,大家对练习有什么疑问吗,?”,“Could you anyone summarize the key steps for,?”,“,有人能把主要步骤总结吗,?”,23,FS8 Make Procedural Suggestions,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,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 issue 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,24, Formal Presentation,正式呈现,FS9 ,P,resentation Skills,呈现技巧,FS10 ,U,se Examples /Analogies,使用例子,/,推类,25,Prepare in advance (Audio-visual aids application),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,Good presentation skills tie all the facilitator skill area into an interesting.,良好的呈现技巧使培训变得有趣,26,FS10 Use Examples/Analogies,使用例子,/,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 examples.,请学员提供个人例子,Module concepts come to life when illustrated by examples /analogies.,运用例子,/,推类来讲述课程概念会更容易被接受,27,Feedback Skills,反馈技巧,Positive Feedback,肯定的,反馈,What?,什么,?,(What was done/said)(,做,/,说了,什么,),Why?,为,什么,?,(Why effective?)(,为,什么有效,?),Feedback for Improvement,改进性的,反馈,What?,什么,?,(What was done/said) )(,做,/,说了,什么,),What?,什么,?,(What could be the alternative?)(,怎样做会更好,?),Why?,为,什么,?,(Why alternative is more effective?) (,为,什么那样做会更有效呢,?),28,Effective Feedback is,：有效的反馈是,:,Timely,及时,Specific,具体,Balanced,正负平衡,29,Feedback Dos and Donts,反馈应该和不应该,Maintain self-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,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,Do,应该,Dont,不应该,30,Feedback Dos and Dont,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,Dont,不应该,Receiving Feedback,接受反馈,：,31,Practice,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,.,32,10 Facilitation Skills Review,十个培训技巧回顾,33,Action Plan,行动计划,Commitment to make a difference!,承诺改变现在的状态,34,Thank you!,谢谢!,35,