喜来登酒店-房务部ABC操作规范.ppt

The ABC`s Manual Learning Styles Inventory 不同人的学习风格 Adult Learning 成年人学习 The Learning Pyramid 学习记忆的金字塔 讲座 5% 阅读 视听设备 10% 20% 演示 讨论 实际操作 30% 50% 75% 80% 培训他人/立即操作 The CODE 培训员工的方法 E＝ Explain 讲解 D＝ Demonstration 演示 O＝ Observe 观察 C ＝ Coach 指导 Explain 讲解 Prepare The Employee 告诉员工你要讲什么 - Define Purpose, Objectives Standards 介绍培训目的、目标及标准 - Identify WIIFM 指出为什么要进行培训，培训的好处 Give An Overview 概述主要内容 Break The Whole Into Parts 化整为零 Step-By-Step 循序渐进 Easier Parts First, Then More Difficult 先易后难 Demonstrate 演示 In Clear View 确保每位员工都可以看到 Do It For Them 演示 Show Tell 边做边讲解 Recap The Key Points 回顾要点 Ask Open Ended Questions 问具体问题 Demonstrate Again 再次演示，加强记忆 Observe 观察 Let The Trainee Do The Whole Job 让员工操作整个工作过程 Provide Assistance, Only If Necessary 只有必要时才提供帮助 Let Them Make A Mistake 允许员工犯错误 Have The Employee Teach You 让员工教你 Coach 指导 Tell Them How They Did 告诉员工他们做的怎么样 Redirect Them On A