1、培训员工的四个基本步骤(翻译) 之一。新员工进入酒店后，为了确保其在进入工作岗位后能够发挥最大作用，需要进行培训。对于老员工也应当给与适当的培训，可以提高其服务水平层次。以下4个培训步骤应当作为基本步骤准则：1. 准备阶段。 2. 引导实施阶段。 3. 指导试演阶段。 4. 回顾阶段。步骤一：准备阶段。虽然很多管理人员认为他们了解怎样培训员工，而不需要经过思考和准备。但是，没有经过细致的准备，一些重要的内容容易被遗漏。管理人员应该根据工作细目分类（job breakdowns）来制定合理的培训方式和程序。制定培训计划最先的步骤是回答下列问题：谁？ 谁将被培训？ 有多少员工将被培训？ 谁将负责培
2、训任务？什么？ 什么样的培训主题将被围绕？ 参与培训的员工将被期待达到什么样的目标？ 需要什么样的视听设备或器材？ 需要其它的什么材料？什么时候？ 培训什么时候开始? 培训可能在什么时候会被正常的生意打断？ 被培训的员工什么时候将被提醒特别注意？哪里？ 培训在哪里进行？ 举行培训的区域是否可用，是否需要提前预约？怎样？ 培训将怎样实施？ 被培训的员工在参与培训期间会有怎样的特殊需求？以下的建议可以帮助你更好的完成准备阶段：1. 记录下培训的目标。 (objectves)2. 完善你的阶段计划。（step-by-step plan）3. 确定你的培训方法. （method）4. 准备好你的培训进
3、度表。(schedule)5. 选择好培训的区域和地点。(location)6. 准备好将举行培训的区域。步骤二：引导实施阶段完成了制定计划步骤之后，培训就可以正式实施了。以下的解释可以帮助你更好的理解培训 （TRAIN）Teach by showing 通过展示来教授Repeat until comfortable 重复直到满意Ask questions 提出问题Imitate work conditions 模仿工作环境Note good performance 注意优秀的表现以下的建议可以帮助你完善 引导实施阶段。1。使被培训者做好准备。提高他们的学习积极性，告诉他们，他们的岗位对于整个
4、企业有多重要，告诉他们培训的意义。2。召开培训会议。准时召开并安排休息时间是非常重要的。首先，阐述培训目标，然后，对培训进行阶段性的划分和解释，并告诉他们重要性。要确保你所阐述的内容对于每个员工都是相同的标准。3。对培训的每个阶段进行示范当你对培训进行阶段性解释同时进行展示和示范，允许被培训员工进行提问，并给他们附加的信息。4。避免使用行话行话，即专业的特别的用语，如皮草（客房用的毛巾手巾的总称），可以给他们发行话列表，以提高培训的效率。5。使用足够的时间。培训应当缓慢细致，对于被培训者的疑惑要给与足够的耐心。切忌快速挺进，避免出现误解。6。 复述，回顾每个阶段。通常情况下，回顾，复述整个培训
5、程序2次，这样被培训人员可以更好理解整个过程。步骤三：指导试演阶段当被培训人员认为他/她已经掌握如何执行某个工作职责或任务，他们应当被准许独自操作整个工作程序。这被称作 试演（trial performance). 试演包含员工尝试独自操作，并有培训者在一旁观看并指导。以下几个建议帮助你完成指导试演阶段1。让被培训人员试演。当被培训人员表现出理解和掌握整个阶段时，让他们展示和解释他们所理解的这个阶段，你可以让他们在真实工作岗位上实践，通过这个方式，可以考察他们是否真正掌握工作程序。2。执导被培训人员。当被培训人员在操作过程中表现很好时，称赞他们。礼貌的指正他们，当他们犯错时。在进入下个培训极端
6、之前，回顾复习整个培训阶段，确保被培训者熟练掌握。步骤四：回顾阶段。被培训的员工将继续学习新的工作职责或任务，当他们的试演达到一定的标准。进行回顾，不一定是正式的，你可以得到关于培训效率的相关信息。主管必须给与被培训人员回复，包括他们做的怎样，哪里做的好哪里需要改进，以及其它有价值的重要的相关工作信息。以下的建议帮助你完成这个步骤：1。每天进行少量的任务的指导。太多的信息是无益的。2。评价被培训者的进展。3。继续给与正确的指导。4。必要时指正他们的错误。5。要求被培训者的回馈。Four step Training Method Many trainers use a four-step tra
7、ining method to train both new and experienced employees. The four-step training method is a sbasic model that can be used to implement an on-the-job training program. The model is general enough to be used in group training programs as well. The steps in the four-step training method are: 1. Prepar
8、e to train 2. Conduct the training 3. Coach trial performances 4. Follow through Step One: Prepare to Train Many supervisors think they know the skills required of employees so well that they can teach them to others without thought or preparation. However, it is easy to forget important details if
9、training are approached without adequate trainer preparation. The training session will be most effective if the trainer is skilled in the area being taught. The trainer should be willing to follow the job breakdowns closely so that the skills are presented in a logical sequence. When this is done,
10、the trainees are better able to understand and remember the steps necessary to perform the job. Planning for training involves preliminary steps that are taken to answer the following questions: Who? l Who should be involved in the training? l How many trainees will be involved in the training? l Wh
11、o needs to cover the trainers and trainees job responsibilities during the training session? What? l What topics should be covered? l What are the employees expectations for the training? l What audiovisual aids and equipment will be needed for the training? l What other materials will be needed for
12、 the training? When? l When should the training take place? l When will training be least likely to interfere with business operations? l When will trainees be most alert? Where? l Where should the training take place? l Is the training space available or do I need to reserve it? How? l How should t
13、he training be conducted? l How will employees special needs be met during training? The following suggestions can help you as you prepare to train:1. Write training objectives. Training objectives state what a trainee should know or be able to do after training. 2. Develop step-by-step plans. In or
14、der to make the best use of the training time available, prepare a detailed plan about how you will help the trainees learn the knowledge and skills required for each task. 3. Decide on training methods. As a trainer, you will need to determine the best way for the trainee to learn the information a
15、nd skills youre going to present during training. 4. Prepare a training schedule. Decide how long each training session will take, schedule training times of low business volume. 5. Select the training location. If possible, train employees at the work stations where they will be working. 6. Prepare
16、 the training area. Set up all materials and equipment in the training area before the session beginsStep Tow: Conduct the Training. Once the trainer and trainee have been prepared for training, the actual process can begin. Some hotels use the T.R.A.I.N. acronym to help trainers remember the basics
17、 for presenting training. It stands for: Teach by showing Repeat until comfortable Ask questions Imitate work conditions Note good performance Some suggestions for conduction the training include: 1. Prepare the trainees. Motivate your trainees to learn. Do this by showing how their job fits in to t
18、he overall operation and why they are important. 2. Begin the training session. It is important to start on time and take breaks as necessary. First, establish the learning objectives. Then, explain each step you will cover and tell why it is important. Make sure that you provide a consistent and st
19、andardized delivery form person to person and form class to class. 3. Demonstrate the steps. As you explain the steps, demonstrate them. Be sure the steps are arranged in the order that they should be done. 4. Avoid jargon. Jargon is language that is technical or specific to an industry, such as ADR
20、 at the front desk. 5. Take enough time. Go slowly and carefully. Explain and show each step thoroughly. 6. Repeat the steps. Go over all the steps twice so the employees can completely understand the process.Step Three: Coach Trial Performances After the trainee feels he or she knows how to execute
21、 the duty or task in an acceptable manner, the trainer should allow the trainee to perform the procedure alone. This is a trial performance. Trial performances involve having the trainee try the steps alone while the trainer watches and provides feedback. Suggestions for coaching trial performances
22、in clued:1. Let the trainees practice. When the trainees appear to understand each step, ask them to demonstrate and explain the steps. You may allow the trainees to practice in an on-the-job situation, or by using activities, exercises, role plays, or case studies.2. Coach the trainees. Praise trainees when they perform correctly. Gently correct them when they dont. Review the proper procedures again. Be sure trainees can perform each step and explain its purpose before you move on to the next step.
