培訓(xùn)實(shí)用十大技巧

1、lTo understand the roles of a facilitator理解培訓(xùn)師的角色理解培訓(xùn)師的角色 lTo develop skills in imparting knowledge and skills to learners.提高傳授給學(xué)員知識(shí)和技能的技巧提高傳授給學(xué)員知識(shí)和技能的技巧Workshop Objectives 課程目標(biāo)課程目標(biāo) Agenda議程議程lWorkshop opening課程開始課程開始lRoles of Facilitator培訓(xùn)師的角色培訓(xùn)師的角色lFacilitation Model培訓(xùn)模型培訓(xùn)模型l10 Facilitation Skills

2、 Introduction 十種培訓(xùn)技巧介紹十種培訓(xùn)技巧介紹lFeedback Skills 反饋技能反饋技能lPractice with Feedback/Coaching 采用反饋采用反饋/輔導(dǎo)來練習(xí)輔導(dǎo)來練習(xí)lWorkshop Closure課程完畢課程完畢 Group Discussion小組討論小組討論lWhat do effective facilitators say/ do?優(yōu)秀的培訓(xùn)師會(huì)說或做什么優(yōu)秀的培訓(xùn)師會(huì)說或做什么?lWhat do ineffective facilitators say/ do? 無效的培訓(xùn)師會(huì)說或做什么無效的培訓(xùn)師會(huì)說或做什么?What makes

3、 a GOOD facilitator? 什么是好的培訓(xùn)師什么是好的培訓(xùn)師? ?lCreate learning motivation創(chuàng)造學(xué)習(xí)動(dòng)機(jī)創(chuàng)造學(xué)習(xí)動(dòng)機(jī)lFriendly and willing to listen友善和善于傾聽友善和善于傾聽lHigh proficiency of the subject 對課程有深刻的認(rèn)識(shí)對課程有深刻的認(rèn)識(shí)lProvide effective feedback提供提供有效有效的的反饋反饋lClear and precise expression清楚和準(zhǔn)確的表達(dá)清楚和準(zhǔn)確的表達(dá)lHandle questions effectively有效的解答問題有效的

4、解答問題Roles of a facilitator培訓(xùn)師的角色培訓(xùn)師的角色 lRespond to learners needs 對學(xué)員的需求作出反應(yīng)對學(xué)員的需求作出反應(yīng)lCreate a safe environment 創(chuàng)造理想的學(xué)習(xí)環(huán)境創(chuàng)造理想的學(xué)習(xí)環(huán)境lAchieve behavioral change 使學(xué)員有行為上的改變使學(xué)員有行為上的改變Effective Facilitation Model有效的培訓(xùn)模型有效的培訓(xùn)模型(1)TECHNICALKNOWLEDGE(2)PREPARATION(3)FACILITATION SKILLS(4)EVALUATIONDesired Ou

5、tcome Objective ChangesLearners Needs TNA Training Design Content & Chunking Learning MethodsImplementation Planning Dates & Venue Communication with LearnersRapportBuildingCoachingProcess MgtFormal PresentationContinuous ImprovementLevel 1-4 EvaluationEffective Facilitation Model有效的培訓(xùn)模型有效的培

6、訓(xùn)模型(1)技術(shù)知識(shí)(2)培訓(xùn)前準(zhǔn)備(3)培訓(xùn)技巧(4)評估期望結(jié)果 課程目標(biāo) 培訓(xùn)后的改變學(xué)員訓(xùn)需求 培訓(xùn)需求分析課程設(shè)計(jì) 內(nèi)容、步驟和活動(dòng) 教學(xué)方式課程實(shí)施計(jì)劃 日期和地點(diǎn) 與學(xué)員溝通培訓(xùn)信息創(chuàng)造良好的氛圍輔導(dǎo)程序管理正式表達(dá)持續(xù)改進(jìn)四個(gè)層面的評估Facilitation Skills培訓(xùn)技巧培訓(xùn)技巧 Rapport Building創(chuàng)造良好的氛圍創(chuàng)造良好的氛圍 Coaching輔導(dǎo)輔導(dǎo) Process Management程序管理程序管理 Formal Presentation正式表達(dá)正式表達(dá)4 Major Facilitation Skill Categories四大培訓(xùn)技巧類別四大培

7、訓(xùn)技巧類別 Rapport Building創(chuàng)造良好的氛圍創(chuàng)造良好的氛圍lFS1 - Maintain or enhance self-esteem 維護(hù)自尊，增強(qiáng)自信維護(hù)自尊，增強(qiáng)自信 lFS2 - Listen and respond with empathy 仔細(xì)聆聽，善意回應(yīng)仔細(xì)聆聽，善意回應(yīng)lFS3 - Ask for help and encourage involvement 謀求協(xié)助，促進(jìn)參與謀求協(xié)助，促進(jìn)參與FS1 - Maintain or Enhance FS1 - Maintain or Enhance Self-esteem Self-esteem維護(hù)自尊，增強(qiáng)自信維

8、護(hù)自尊，增強(qiáng)自信 lSpecifically and sincerely acknowledge peoples ideas and suggestions 明確并有誠意地認(rèn)可學(xué)員的意見和建議明確并有誠意地認(rèn)可學(xué)員的意見和建議lIdentify, compliment, and build on peoples achievements. 確定和表揚(yáng)學(xué)員的成就確定和表揚(yáng)學(xué)員的成就lAvoid demeaning words or actions 避免有傷自尊心的言語及動(dòng)作避免有傷自尊心的言語及動(dòng)作 lExpress confidence in peoples ability to apply

9、new concepts and skills 鼓勵(lì)學(xué)員充分應(yīng)用所學(xué)的技能鼓勵(lì)學(xué)員充分應(yīng)用所學(xué)的技能Create a climate in which people are more likely to communicate openly. 創(chuàng)建公開交流的氛圍創(chuàng)建公開交流的氛圍Example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 conc

10、erns, and then he listed them on an issue chart to discuss later.”“我覺得錄像里的人把會(huì)議主持得很好我覺得錄像里的人把會(huì)議主持得很好.尤其是當(dāng)大家轉(zhuǎn)尤其是當(dāng)大家轉(zhuǎn)移目標(biāo)時(shí)移目標(biāo)時(shí),他說他了解了他們的疑問他說他了解了他們的疑問,并且把問題全列下并且把問題全列下來放在來放在issue chart內(nèi)以便之后再討論內(nèi)以便之后再討論.”Facilitator:“Dave, you obviously see how important it is to address concerns and focus back on the topi

11、c at hand. Good.” (Compliment on Daves achievements)“Dave, 你明確的指出關(guān)注話題和解決疑問的重要性你明確的指出關(guān)注話題和解決疑問的重要性.很很好好.” 稱贊了稱贊了Dave的成就的成就.FS2 - Listen and Respond with Empathy仔細(xì)聆聽，善意回應(yīng)仔細(xì)聆聽，善意回應(yīng)lActively listen without interrupting.用心聆聽不打斷用心聆聽不打斷l(xiāng)Maintain eye contact.保持眼神交流保持眼神交流lIdentify both facts and feelings識(shí)別事實(shí)

12、與感受識(shí)別事實(shí)與感受lRespond verbally by identifying the feeling expressed and the content of what was said用語言回應(yīng)對方所表達(dá)的情緒和所說的內(nèi)容用語言回應(yīng)對方所表達(dá)的情緒和所說的內(nèi)容Show youve heard their concerns both facts and feeling.表示你聽到他們的心聲表示你聽到他們的心聲-事實(shí)事實(shí)與與感受感受Example例子Stacy:“ I think everybody needs to contribute to meeting deadlines and

13、 ensuring that no mistakes are made. I mean, the sum is greater than the parts. Everyone has to work together.”我認(rèn)為每個(gè)人我認(rèn)為每個(gè)人都需要為了準(zhǔn)時(shí)完成任務(wù)而努力并確保不出現(xiàn)問題，我是都需要為了準(zhǔn)時(shí)完成任務(wù)而努力并確保不出現(xiàn)問題，我是說，整體要比部分好，每個(gè)人都應(yīng)該工作在一起說，整體要比部分好，每個(gè)人都應(yīng)該工作在一起Facilitator:培訓(xùn)師培訓(xùn)師“ Then what youre saying is that collaboration is the key to improv

14、ing productivity in your unit (Facts). 那么你所說的是合作是提高生產(chǎn)力的關(guān)鍵那么你所說的是合作是提高生產(chǎn)力的關(guān)鍵（事實(shí)）（事實(shí)）From time to time well find that not everyone understand the importance of collaboration.” (Feeling)我們會(huì)經(jīng)常發(fā)現(xiàn)并不是每個(gè)人都理解合作的重要性我們會(huì)經(jīng)常發(fā)現(xiàn)并不是每個(gè)人都理解合作的重要性（感受）（感受）FS3 - Ask for Help and Encourage Involvement謀求協(xié)助，促進(jìn)參與謀求協(xié)助，促進(jìn)參與lAs

15、k open questions to encourage participation/ sharing ideas/ experiences.通過開放式提問鼓勵(lì)學(xué)員分享意見經(jīng)驗(yàn)通過開放式提問鼓勵(lì)學(xué)員分享意見經(jīng)驗(yàn)lAsk everyone to participate in solving problems and addressing concerns.要求每個(gè)人都參與解決問題和關(guān)注話題要求每個(gè)人都參與解決問題和關(guān)注話題lCall on individuals when you believe they can contribute, making sure to reinforce the

16、ir input by complimenting their contribution.如果你認(rèn)為學(xué)員能解答問題，鼓勵(lì)他們這樣去做如果你認(rèn)為學(xué)員能解答問題，鼓勵(lì)他們這樣去做Involve everyone to ensure total participation.確保每個(gè)人都有參與進(jìn)來確保每個(gè)人都有參與進(jìn)來Example例子例子Facilitator:培訓(xùn)師培訓(xùn)師“ Its easy for meetings to get off track. Has anyone been in a meeting recently that seemed to go nowhere?”“Whats y

17、our thoughts?”“會(huì)議很容易失控，在座的各位最近開會(huì)時(shí)會(huì)議很容易失控，在座的各位最近開會(huì)時(shí)有沒有遇到這種狀況？有沒有遇到這種狀況？”“當(dāng)時(shí)你的感受如何？當(dāng)時(shí)你的感受如何？” Coaching輔導(dǎo)輔導(dǎo)lFS4 - Giving instructions/Directions 給出指引給出指引/指導(dǎo)指導(dǎo) lFS5 - Handing questions 問題解答問題解答lFS6 - Provide/Ensure effective feedback做出有效的輔導(dǎo)做出有效的輔導(dǎo)/反饋反饋FS4 - Giving Instructions/Directions 給出指引指導(dǎo)給出指引指導(dǎo)Gi

18、ve participants necessary coaching and instructions to carry out the activities.在活動(dòng)過程中在活動(dòng)過程中提供提供給學(xué)員必要的給學(xué)員必要的輔導(dǎo)輔導(dǎo)和和指引指引lProvide clear, thorough directions to help participants complete assignments.做出清晰的指引幫助學(xué)員完成任務(wù)做出清晰的指引幫助學(xué)員完成任務(wù) - Clarify purpose of the activity澄清活動(dòng)的目的澄清活動(dòng)的目的- Explain procedure of the

19、 activity解釋活動(dòng)的流程解釋活動(dòng)的流程lClarify page number, materials or time etc.澄清頁碼，資料和時(shí)間等澄清頁碼，資料和時(shí)間等lOffer suggestions and reminders during skill practice process.在技巧練習(xí)過程中提供建議和提醒在技巧練習(xí)過程中提供建議和提醒FS5 Handling Questions問題解答問題解答lOpen-mindedly welcome learners questions listen with full attention.開放的歡迎學(xué)員提問并仔細(xì)聆聽開放的歡迎

20、學(xué)員提問并仔細(xì)聆聽lClarify learners questions and check for own understanding.澄清學(xué)員的問題并確認(rèn)相互了解澄清學(xué)員的問題并確認(rèn)相互了解lOffer distinct and clear answers to participants if the questions are important to learning process.如果問題對學(xué)習(xí)過程很重要，提供清晰的解答如果問題對學(xué)習(xí)過程很重要，提供清晰的解答Lead participants to reach new height through Understanding an

21、d internalizing the new materials.通過理解和吸收新的內(nèi)容，通過理解和吸收新的內(nèi)容，帶領(lǐng)帶領(lǐng)學(xué)員達(dá)到新的高度學(xué)員達(dá)到新的高度FS5 Handling Questions問題解答問題解答lHow to handle questions unable to answer如何處理那些你不能回答的問題如何處理那些你不能回答的問題 - Compliment learners question.表揚(yáng)學(xué)員的提問表揚(yáng)學(xué)員的提問 - Ask for help from other participants for answering question.尋求其他學(xué)員的幫助來回答問題

22、尋求其他學(xué)員的幫助來回答問題 - List on Issue Chart to discuss later.放到放到待處理事項(xiàng)記錄板待處理事項(xiàng)記錄板 上以便之后討論上以便之后討論FS6 - Provide/Ensure Effective Feedback做出有效的輔導(dǎo)反饋?zhàn)龀鲇行У妮o導(dǎo)反饋People need feedback to learn how to use new skills effectively.學(xué)員需要通過反饋來學(xué)習(xí)怎樣有效使用新的技巧學(xué)員需要通過反饋來學(xué)習(xí)怎樣有效使用新的技巧lProvide positive feedback and feedback for impr

23、ovement, ensure the feedback is balanced.提供肯定和改進(jìn)性的反饋，確保反饋的平衡性提供肯定和改進(jìn)性的反饋，確保反饋的平衡性lProvide and elicit information to clarify inaccurate or incomplete feedback.提供信息以澄清不準(zhǔn)確或不提供信息以澄清不準(zhǔn)確或不完整的反饋完整的反饋 Process Management程序管理程序管理lFS7 Behavioral Check for Understanding確認(rèn)相互了解確認(rèn)相互了解lFS8 Make Procedural Suggestio

24、ns 做出程序建議做出程序建議FS7 Behavioral Check for Understanding確認(rèn)相互了解確認(rèn)相互了解Effective two-way communication is essential to Successful learning.有效的互相交流對學(xué)習(xí)很重要有效的互相交流對學(xué)習(xí)很重要.lEncourage people to ask questions.鼓勵(lì)學(xué)員發(fā)問鼓勵(lì)學(xué)員發(fā)問lAsk questions after presenting new information, giving directions, or at the end of a learni

25、ng or activity.在提出新知識(shí)在提出新知識(shí),給予指引給予指引,或在活動(dòng)結(jié)束后發(fā)問或在活動(dòng)結(jié)束后發(fā)問lRestate or summarize what has been said. 重復(fù)或總結(jié)你所說的重復(fù)或總結(jié)你所說的Example例子Facilitator:培訓(xùn)師培訓(xùn)師“ OK. Before we get started, what questions do you have about the exercise?”“好好, ,在我們開始之前在我們開始之前, ,大家對練習(xí)有大家對練習(xí)有什么疑問嗎什么疑問嗎? ?”“Could you anyone summarize the k

26、ey steps for?”“有人能把主要步驟總結(jié)嗎有人能把主要步驟總結(jié)嗎? ?”FS8 Make Procedural Suggestions 做出程序建議做出程序建議Managing the group to meet all learning objectives is an important part of your role.指導(dǎo)學(xué)員達(dá)到學(xué)習(xí)目標(biāo)是講師的重要職責(zé)指導(dǎo)學(xué)員達(dá)到學(xué)習(xí)目標(biāo)是講師的重要職責(zé)lBalance asking and telling. 平衡提問與講述平衡提問與講述lAsk groups permission to move from one activity to

27、 another. 在進(jìn)行下一個(gè)課題時(shí)征求學(xué)員意見在進(jìn)行下一個(gè)課題時(shí)征求學(xué)員意見lRefocus group from off-issue discussions. 專著課程內(nèi)容專著課程內(nèi)容,不要跑題不要跑題lUse issue chart to defer questions /discussions. 利用利用”Issue Chart” 把問題把問題 /討論置后討論置后 lIntervene during exercises or skill practice to ensure success. 參與練習(xí)或技巧演練以確保順利進(jìn)行參與練習(xí)或技巧演練以確保順利進(jìn)行 Formal Presen

28、tation 正式呈現(xiàn)正式呈現(xiàn)lFS9 Presentation Skills呈現(xiàn)技巧呈現(xiàn)技巧 lFS10 Use Examples /Analogies 使用例子使用例子/推類推類 lPrepare in advance (Audio-visual aids application) 預(yù)先做準(zhǔn)備預(yù)先做準(zhǔn)備(視聽教具視聽教具)lMake eye contact 保持眼神交流保持眼神交流lDemonstrate vocal clarity and appropriate volume 聲音清晰和音量適中聲音清晰和音量適中l(wèi)Appear relaxed and adjust style to au

29、dience. 根據(jù)學(xué)根據(jù)學(xué)員的反應(yīng)進(jìn)行適當(dāng)調(diào)整員的反應(yīng)進(jìn)行適當(dāng)調(diào)整lAvoid distracting gesture 避免出現(xiàn)讓學(xué)員注意力分散避免出現(xiàn)讓學(xué)員注意力分散的肢體語言的肢體語言lMaintain high energy level 保持旺盛的精力保持旺盛的精力lPresent clearly 表達(dá)清楚表達(dá)清楚 FS9 Presentation Skills 呈現(xiàn)技巧呈現(xiàn)技巧Good presentation skills tie all the facilitator skill area into an interesting.良好的呈現(xiàn)技巧使培訓(xùn)變得有趣良好的呈現(xiàn)技巧使培訓(xùn)變

30、得有趣FS10 Use Examples/Analogies 使用例子使用例子/ /推類推類lUse examples from your work or other experiences that demonstrate concepts and show applications. 運(yùn)用來自于工作上或其他方面的例子來示范概念和展示運(yùn)用來自于工作上或其他方面的例子來示范概念和展示應(yīng)用應(yīng)用lAsk participants for their own examples. 請學(xué)員提供個(gè)人例子請學(xué)員提供個(gè)人例子Module concepts come to life when illustrat

31、ed by examples /analogies.運(yùn)用例子運(yùn)用例子/推類來講述課程概念會(huì)更容易被接受推類來講述課程概念會(huì)更容易被接受Feedback Skills反饋技巧反饋技巧lPositive Feedback 肯定的肯定的反饋反饋 What?什么什么? (What was done/said)(做/說了什么) Why? 為為什么什么? (Why effective?)(為什么有效?) lFeedback for Improvement 改進(jìn)性的改進(jìn)性的反饋反饋 What?什么什么? (What was done/said) )(做/說了什么) What?什么什么? (What coul

32、d be the alternative?)(怎樣做會(huì)更好?) Why?為為什么什么?(Why alternative is more effective?) (為什么那樣做會(huì)更有效呢?)Effective Feedback isEffective Feedback is：有效的反饋是：有效的反饋是: :lTimely 及時(shí)及時(shí)lSpecific具體具體lBalanced正負(fù)平衡正負(fù)平衡Feedback Dos and Donts反饋應(yīng)該和不應(yīng)該反饋應(yīng)該和不應(yīng)該lMaintain self-esteem. 維護(hù)自尊維護(hù)自尊 lBe honest.要坦白要坦白lGive specific positive feedback. 提供提供肯定性的肯定性的反饋反饋lGive specific feedback for improvement. 提供提供改進(jìn)性改進(jìn)性的的反饋反饋lGive vague or unsupported feedback 反饋模糊或無事實(shí)基礎(chǔ)反饋模糊或無事實(shí)基礎(chǔ)lSay sth. was done well if you dont believe it was. 口是心非口是心非lGuess at motives. 猜想動(dòng)機(jī)猜想動(dòng)機(jī)lFocus exclusively on effective or ineffecti