TI Item 102PDF Rev. 4/2021

Training Basics 培训基础手册

Getting It Right, Making It Work 正确地、有效地培训

手册目录

The Art of Learning 学习的艺术
第一节 Speaker Versus Trainer 演讲者与培训师的异同
第二节 How Adults Learn 成人如何学习
第三节 Preparing for a Training Session 培训前准备
Know the Participants 了解学员
Know the Material 了解材料
Know the Visual Aids 了解视觉辅助工具
Flip chart 活动挂图
Onscreen Presentation PPT
Video 视频
Know the Timing 了解时间
Know the Environment 了解场地
第四节 Making the Content Count 有效的培训内容
Introduce Training Topics to the Participants 介绍培训主题
Share Training Topics with the Participants 分享培训内容
Review the Training Topics You Shared 回顾分享内容
第五节 Training Dos and Don’ts 培训的为与不为
第六节 Dealing With Difficult Participants 应对棘手学员
The Talker 夸夸其谈的人 行为特点 应对策略
The Interrupter 中途打断的人 行为特点 应对策略
The Chatterer 窃窃私语的人 行为特点 应对策略
The Arguer 爱好争辩的人 行为特点 应对策略
The Silent Type 沉默寡言的人 行为特点 应对策略
The Electronic Device Enthusiast 沉迷电子产品的人 行为特点 应对策略
Putting Participants First 把学员放在首位

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The Art of Learning

学习的艺术

Learning new information and skills is a key element of the Toastmasters experience. Members, club officers, district leaders, and region advisors all require fresh ideas and supportive learning environments in order to be successful in their roles. This is why quality training is such an important asset to the organization.
学习新的信息和技能是加入演讲会的关键。会员、俱乐部官员、大区官员和区域顾问都需要新的想法和支持性的学习环境来成功地完成他们的角色。这就是为什么高质量培训对组织来说是如此重要的资产。

As a Toastmasters trainer, you have the unique opportunity to help members grow both personally and professionally. You also have the opportunity to witness how the small victories of individuals can become huge triumphs for the organization. In any given training session, you may cover topics such as motivation, delegation, coaching, and team-building. Learning about these topics can help members thrive within the organization and better manage situations at work and at home. The information members learn in a Toastmasters training session
can ultimately help them become more productive, more influential, and more confident in their roles and their interactions with others.
作为国际演讲会的培训师，您有独特的机会帮助会员在个人和专业方面成长。您也有机会见证个人的小胜利如何成为组织的巨大胜利。在任何给定的培训课程中，你都可以涵盖诸如激励、授权、指导和团队建设等主题。了解这些主题可以帮助会员在组织中茁壮成长，更好地管理工作和家庭中的情况。会员在演讲会的培训课程中学习到的信息可以最终帮助他们变得更有生产力，更有影响力，在他们的角色和与他人的互动中更有信心。

Of course, helping others understand and use new skills isn’t unique to Toastmasters—there are numerous situations that call for thorough and effective trainers. Whether it’s training new-hires at a marketing agency or the latest volunteers at a local food bank, training provides a valuable educational experience for the individuals it serves, plus a rewarding experience for you, the trainer.
当然，帮助他人理解和使用新技能并不是演讲会所特有的——有很多情况需要彻底和有效的培训师。无论是培训营销机构的新员工，还是当地食品银行的新志愿者，培训都为它所服务的个人提供了宝贵的教育经验，同时也为培训师你提供了有益的经验。

This manual covers the following training topics:
本手册涵盖以下培训主题:

• The differences and similarities between a speaker and a trainer
• How adults learn
• How to prepare for a training session
• How to make training content effective and memorable
• The dos and don’ts of training
• Strategies for managing difficult participants
• 演讲者与培训师的异同
• 成年人如何学习
• 如何准备培训
• 如何使培训内容有效、难忘
• 培训的注意事项
• 管理棘手学员的策略

When people learn new information in a supportive and well-structured environment, their level of skill and knowledge increases, leading to better performance of the individuals and the group. Use this manual as a resource as you prepare to conduct any type of training—inside or outside of Toastmasters.
当人们在一个支持性的、有序的环境中学习新信息时，他们的技能和知识水平会提高，从而达至个人和团队的更佳表现。当你准备进行任何类型的培训时——无论是在国际演讲会内部还是外部——请使用本手册作为参考资料。

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Section 1 Speaker Versus Trainer

第1节：演讲者与培训师的异同

Although speakers and trainers share some similarities, the way in which these two roles communicate knowledge to others differs significantly. The diagram below illustrates the key differences between a speaker and a trainer; it also shows how these roles overlap：
尽管演讲者和培训师有一些相似之处，但这两种角色向他人传播知识的方式却显著不同。下面的图表说明了演讲者和培训师之间的关键区别;它还显示了这些角色是如何重叠的：

Section 2 How Adults Learn

第2节 成年人如何学习

Adults prefer to be proactive in their learning experience. The chart below describes the different ways adults like to learn and how you can appeal to these preferred learning styles in the training you provide.
成年人更喜欢积极主动地学习经验。下表描述了成年人喜欢的不同学习方式，以及如何在你的培训中吸引他们的首选方式。

As you help adults learn new information, do your best to maximize participation and interaction. The more involved adults feel in their learning process, the more likely they are to remember and use the new skills they’ve learned.
当你帮助成年人学习新信息的时候，尽你最大的努力参与和互动。成年人在学习过程中参与得越多，他们就越有可能记住和使用他们学过的新技能。

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Section 3 Preparing for a Training Session

第3节 准备培训课程

Know the Participants

了解参与者

Whether you’re training Toastmasters club officers, Toastmasters district leaders, or new-hires at your company, it’s crucial to know who the participants will be before you conduct a training session. Although you may know the training material inside and out, it will only be effective if it’s relevant to the participants and meets their specific needs. Before you deliver a training session, be sure to ask the following questions about the participants:
无论你是在培训演讲会俱乐部官员、大区官员，还是贵公司的新员工，在你举办培训之前，了解学员是谁是至关重要的。尽管你可能对培训内容了如指掌，但只有当它与学员相关并满足他们的特定需求时，它才会有效。在你举办培训课程之前，一定要问以下关于学员的问题:

• What skills do they need to learn from the training?
• What is their skill level?
• How well do they know the training material (if at all)?
• What are the participants’ roles within their organization?
• 他们需要从培训中学到什么技能?
• 他们的技能水平如何?
• 他们对培训材料了解多少(如果有的话)?
• 参与者在其组织中的角色是什么?
  By doing a little research beforehand, you can tailor the training session to the unique needs of the participants and focus on building certain skills. This increases the likelihood that the training material will resonate with participants and lead to lasting changes within their organization.
  通过预先做调查，你可以根据学员的特殊需求，量身定制培训课程，并专注于培养哪些技能。这增加了培训内容与学员产生共鸣的可能性，并在他们的组织内产生持久的变化。

Know the Material

了解培训内容和材料

As a trainer, you should know the material and deliver it to participants in a way that is logical, meaningful, and engaging. Always consider what information you will be presenting, how you will be presenting it, and why you will be presenting it. As you review training content, focus on the following:
作为一名培训师，你应该了解培训内容和材料，并以合乎逻辑、有意义和吸引人的方式将其传达给参与者。通常要考虑你要展示什么信息，如何展示，以及为什么要展示。当你回顾培训内容时，请注意以下几点:

• Identify the key points. Identifying key points can help you stay on track and remind you of the training session’s purpose. It can be helpful to assess each section of the training material and identify the most important information. This enables you to relate valuable messages that participants can take away from the training session.
• 确定关键点。确定关键点可以帮助你保持正轨，并提醒你培训的目的。它可以帮助评估培训材料的每一部分，并确定最重要的信息。这使你能够将参与者从培训课程中获得的有价值的信息联系起来。
• Know the flow. Be sure you understand the order of the training topics and related learning activities. This can help you identify patterns in the training content, introduce training topics without referencing your materials, and answer questions participants may have about the training agenda.
• 了解培训流程。确保你理解了培训主题和相关学习活动的顺序。这可以帮助您确定培训内容中的模式，在不参考您的材料的情况下介绍培训主题，并回答学员可能会遇到的有关培训议程的问题。
• Use visual cues to your advantage. Take a close look at how the training materials have been laid out. Does the content contain visual cues to help you stay on track (e.g., icons, highlighted language, special formatting)? If so, use these cues to guide you through the training session. If your material does not contain visual cues, it can be helpful to develop your own. For instance, you can draw symbols to prompt you to ask a question or introduce a training exercise.
  When used correctly, visual cues make it easier to transition from one idea to the next.
• 利用视觉线索帮助你。仔细看看培训材料是如何编排的。内容是否包含视觉提示以帮助您保持正轨(例如，图标、高亮的文字、特殊格式)?如果是的话，使用这些提示来指导你完成培训课程。如果你的材料中没有视觉线索，你就可以建立自己的视觉线索。例如，你可以画一些符号来提示你提出一个问题或介绍一个课堂练习。
  如果使用得当，视觉线索可以让你更容易地从一个想法过渡到另一个想法。
• Familiarize yourself with the participant materials. In many training sessions, participants are provided with their own set of materials. These materials are targeted to the participant rather than the trainer. Take the time to carefully read through the participant materials. By taking this step, you will be prepared to answer any questions participants have about the content and layout of their materials.
  Make it a goal to become a source of authority on the training content you present—participants will appreciate your efforts.
  熟悉学员材料。在许多培训课程中，学员都有一套学习材料。这些材料是针对学员而不是培训师的。花点时间仔细阅读学员材料。通过这一步，您将准备好回答学员提出的关于材料和分发的任何问题。
  设定目标，让自己成为培训内容的专业权威，学员会欣赏你的努力。

Know the Visual Aids

了解视觉辅助工具

As a trainer, you can use visual aids to enhance the learning experience. In most cases, using visuals to express ideas is far more valuable than presenting content alone. Not only can they save time, add interest, and help participants learn, visual aids can also make your job as a trainer easier. The following are a few types of visual aids and tips for how to use them:
作为一名培训师，你可以使用视觉辅助工具来增强学习体验。在大多数情况下，使用视觉效果来表达想法远比只展示内容有价值。视觉教具不仅可以节省时间、提升兴趣、帮助学员学习，还可以令你作为培训师的工作更容易。以下是几种视觉辅助工具和如何使用它们的技巧:

Flip chart

You can use a flip chart to focus participants’ attention, provide visual expression to ideas, or record information from group activities such as brainstorming. When using a flip chart, be sure to make your letters large and use dark colored markers so that all participants can see what you are presenting.

活动挂图

你可以使用活动挂图来集中参与者的注意力，为想法提供视觉表达，或者记录集体活动的信息，比如头脑风暴。当使用活动挂图时，确保你的字母很大，并使用黑色的记号笔，以便所有参与者都能看到你所呈现的内容。

Onscreen Presentation

Software programs, such as PowerPoint and Prezi, allow you to share onscreen presentations with participants using your laptop. Onscreen presentations can be used to add visual elements to a discussion topic, draw connections between ideas, and engage participants with the training material. Use a wireless presentation remote with this type of visual aid so you are free to walk around the room as you progress from one visual element to the next. When using onscreen presentations, avoid reading directly from the screen—this visual aid should supplement training content, not replace it.

屏幕演示

使用PowerPoint和Prezi等软件程序，你可以使用笔记本电脑在屏幕上向学员分享。屏幕演示可以用于为讨论主题添加视觉元素，不同想法之间的联系，并鼓励学员使用学习材料。使用无线远程演示这种视觉辅助，这样你就可以自由行走在培训室周围，从一个视觉元素再到下一个。当使用屏幕演示时，避免直接念屏幕的文字——视觉辅助应该是培训内容的补充，而不是取代它。

Video

Videos can capture participants’ attention by adding impact and variety to the training session.
Videos allow you not just to tell, but to show. Use videos to demonstrate a successful outcome, gain third-party credibility, or recharge the participants. When presenting videos, be sure your equipment is compatible with the training room.

视频

视频可以通过增加培训课程的冲击力和多样性来吸引学员的注意力。
视频令你不仅讲出来，还可以展现出来。利用视频来展示一个成功的结果，获得第三方认可，或者给学员充电。演示视频时，请确保您的设备与培训室调到合适。

Know the Timing

了解时间

Starting and ending the training session on time makes a positive impact on participants. It shows that you are well-prepared, able stick to your agenda, and considerate of others. To better manage your time on the day of the training, practice presenting the training material in its entirety. Here are some more tips to help you stay on track:
按时开始和结束培训会对参与者产生积极影响。它表明你准备充分，能够坚持自己的议程，并为他人着想。为了在培训当天更好地管理您的时间，请练习完整展示培训材料。以下是一些有助于您保持正轨的更多提示：

• Set up training materials before participants arrive.
• Determine how much time you will devote to questions and activities (if not already specified in the training material).
• Create a one-page document that specifies the start time and end time for each section of the training; refer to it regularly during the training session to ensure you’re on target.
• Wear a watch or bring a large clock to the training room.
• Avoid engaging in a discussion that veers off topic.
• Plan for interruptions and develop strategies to address them.
  When delivering a training session, timing is an important factor to consider. Staying on schedule will help you maintain a smooth pace and cover each topic in the material.
• 在学员到达之前设置好培训材料。
• 确定您将投入多少时间进行提问和课堂活动（如果培训材料中尚未指定）。
• 创建一页文档，指定培训每个环节的开始时间和结束时间；在培训期间定期参考它，以确保您达成目标。
• 戴上手表或带一个大钟到训练室。
• 避免参与偏离主题的讨论。
• 预备培训中断的发生，并制定解决问题的策略。
  进行培训时，时间是需要考虑的重要因素。按计划进度进行将帮助您保持平稳的节奏并覆盖到培训的每个主题。

Know the Environment

了解环境

Before you deliver a training session, familiarize yourself with the training room. Not only will this help you feel comfortable in your surroundings, it will also help you avoid unexpected problems during the training session.
As you get to know the training environment, ensure that all your equipment works properly.
Arrive early the day of the training session. This gives you time to set up the room and gather materials.
Here are some items you’ll want to have ready before participants arrive:

• Participant materials (e.g., workbook and pens or pencils)
• A lectern or a small table for you to stand behind
• Visual aids (e.g., flip chart with an easel and markers)
• A projector and laptop
  As you set up the training room, make every effort to ensure participants will feel as comfortable as possible.
  Remember, when participants feel comfortable, they will be able to focus on learning.
  培训前请提前熟悉培训室。这不仅可以帮助您在环境中感到舒适，还可以帮助您避免培训期间出现意外问题。
  当您了解培训环境时，请确保您的所有设备都能正常工作。
  在培训当天提早到达。这让您有时间布置房间和收集材料。
  在学员到达之前，您需要准备以下一些物品：
• 学员材料（例如，工作簿和钢笔或铅笔）
• 一个讲台或一张小桌子让你站在后面
• 视觉辅助工具（例如，带有画架和标记的活动挂图）
• 投影仪和笔记本电脑

在设置培训室时，请尽一切努力确保学员感觉尽可能舒适。
请记住，当学员感到舒适时，他们将能够专注于学习。

Section 4 Making the Content Count

第4节 让内容有价值

People learn best when information is well-structured and repeated. To
make information stick, be sure to present training content in a logical and
consistent way, and review the information after it’s presented. Use this key
concept to guide the training session:
当信息结构良好且重复时，人们学得最好。为了让信息更容易被记住，请确保以一种逻辑和一致的方式展示培训内容，并在展示后回顾信息。使用这个关键概念来指导培训:

• Introduce training topics to the participants.
• Share training topics with the participants.
• Review the training topics you shared.
• 向学员介绍培训主题。
• 与学员分享培训主题。
• 回顾你分享的培训主题。

When it comes to learning, structure is a huge factor in making information
clear and effective. Just like your favorite novel or film, the training
session you present should have a beginning, middle, and end. Read the
paragraphs below for tips on how to organize the training session.
说到学习，结构是使信息清晰有效的重要因素。就像你最喜欢的小说或电影一样，你展示的培训应该有开始、中间和结束。阅读下文了解如何组织培训内容。

Introduce Training Topics to the Participants

向学员介绍培训主题

As you open a training session, help participants feel comfortable and
prepare them for the topics you will cover. Start by introducing yourself and
making a positive first impression. Gaining the participants’ approval right
away sets the stage for a successful training session. Consider engaging the
participants with an analogy, anecdote, or news story. Relating the training
content to a real-life event is one way to make it relevant and interesting.
Once you have the participants’ interest, follow these tips to make the
opening of the training session as effective as possible:
当你开始培训时，帮助学员感到舒适，并为你将要涉及的话题做好准备。从自我介绍开始，给人留下积极的第一印象。立即获得学员的认可，为成功的培训奠定基础。可以考虑用类比、轶事或新闻故事来吸引学员。将培训内容与现实事件联系起来是使其相关和有趣的一种方法。
一旦你获得了学员的兴趣，遵循以下提示，使培训的开始尽可能有效:

• Communicate the purpose of the training session. Whether it’s improving team-building, leadership, or communication skills, participants will want to know the purpose of the training session before they commit to it—so tell them why they’ve come.
• 沟通培训的目标。无论是提高团队建设、领导能力还是沟通技巧，学员在承诺之前都想知道培训课程的目的，所以告诉他们来这里的原因。

• Demonstrate your understanding of the participants. It’s important for participants to feel that you understand and appreciate their roles. You may want to go over a few situations that participants are likely to face in their current roles—this shows you are aware of their responsibilities and can help them succeed through the training session.

• 展示你对学员的理解。让学员感到你理解并欣赏他们的角色是很重要的。你可能想回顾一下学员在当前岗位上可能面临的一些情况——这表明你意识到他们的责任，可以帮助他们在培训过程中取得成功。

• Present the training agenda. In this step, you introduce training topics to participants and explain the order in which they will be presented. Providing an overview of the training agenda is essential. It helps participants understand what they can expect from the training session and encourages them to follow along as different topics are presented.

• 展示培训议程。在这一步中，您将向学员介绍培训主题，并解释这些主题的展示顺序。提供一份培训议程概览是至关重要的。它帮助学员理解他们可以从培训课程中期待什么，并鼓励他们跟随不同的主题。

• Promote the benefits. It’s important for participants to see the value in what they’re learning. Be sure to explain how the training session will positively impact participants in the future. Will it make their jobs easier? Will it improve the way they communicate with others? Will it help streamline a process? If outcomes like these are possible, make it a point to say so. Also provide examples of what participants should be able to do by the end of the session. This practice encourages participants to be actively involved in their learning; it also helps them understand how they will be able to apply new skills to their current roles.
  It’s helpful to think about the opening of the training session like the first chapter of a novel—this part of the training lays the foundation for what’s to come.

• 推广益处。让学员看到他们所学到的东西的价值是很重要的。一定要解释培训内容将如何在未来对学员产生积极的影响。这会让他们的工作更轻松吗?这会改善他们与他人交流的方式吗?它是否有助于简化流程?如果这样的结果是可能的，那么一定要说出来。还提供一些例子，说明学员在培训结束时应该能够做些什么。这种做法鼓励学员积极参与学习;它还帮助他们理解如何将新技能应用到当前的岗位上。
  把培训开始想象成小说的第一章是很有帮助的——培训的开头部分为接下来的内容奠定了基础。

Tips for the Trainer: Ensure Your Delivery is Effective

给培训师的建议:确保你的呈现是有效的

Delivering information is only one part of your role. The manner in which you deliver it can be just as important as the information itself. Use the tips below to promote learning and keep participants interested.
传递信息只是你角色的一部分。你传递信息的方式和信息本身一样重要。使用下面的技巧来促进学习并保持参与者的兴趣。

• Be clear in your communication. Present content using simple and organized thoughts.
• Deliver content with confidence. By delivering a training session with confidence and poise, participants are more likely to trust you and treat you with respect.
• Stay enthusiastic. Energize participants using positive motivation and an engaging tone.
• Provide personal examples. By personalizing the material, you make content memorable and deepen its impact.
• Be empathetic. Recognize the differences between participants; belittle no one
  and avoid cynicism.
• Facilitate with control.Keep participants on task and address disruptive behavior appropriately.`
• 清晰地表达你的想法。用简单而有条理的思想呈现内容。
• 自信地传达内容。通过自信和镇定的授课，学员更有可能信任你，尊重你。
• 始终保持热情。用积极的动机和吸引人的语气激励参与者。
• 提供个人例子。通过个性化材料，你可以使内容令人难忘，并加深其影响。
• 善解人意。认识学员之间的差异;不要小看任何人，避免冷嘲热讽。
• 易于控制。让学员参与到任务中，适当地解决干扰行为。

Share Training Topics with the Participants

与学员分享培训主题

The primary goal of training is for participants to learn the content you present and apply it to their roles. Do your best to present content in a fun, engaging, and motivating way. Keep in mind that the more you capture participants’ interest, the more likely they are to appreciate the training session and use the new skills they’ve learned. Here are a few ways to keep participants engaged as you share training topics:
培训的主要目标是让学员学习您展示的内容，并将其应用到他们的角色中。尽量以一种有趣、吸引人、激励人的方式呈现内容。记住，你越能抓住学员的兴趣，他们就越有可能欣赏培训课程，并使用他们学到的新技能。当你分享培训主题时，这里有一些方法可以让学员参与进来:

• Create a hands-on learning experience. A training session is most effective when participants interact with you and each other. Encourage participants to take an active role in their learning through discussion, questions, and group activities.

• 创造动手学习的经验。当学员与你和其他人互动时，培训是最有效的。通过讨论、提问和小组活动，鼓励学员积极参与学习。

• Mix it up. Use a wide variety of learning activities and visual aids during the training session, such as a role-play activity, a small group discussion, or a short video clip. Participants become more engaged when there are numerous ways to learn information. By guiding participants from one activity to the next, you can keep the learning process dynamic and help prevent boredom.
  -混合。在培训过程中使用各种各样的学习活动和视觉辅助工具，如角色扮演活动、小组讨论或短视频剪辑。当有许多学习信息的方法时，学员会更加投入。通过引导学员从一个活动到下一个活动，你可以保持学习过程的动态，并帮助防止无聊。

• Keep it moving. Knowing where a training session is and where it needs to go is an important skill of a trainer. Strive to maintain a steady pace and incorporate smooth transitions between training topics to make your delivery consistent and natural. If you decide that a discussion or line of questioning does not align with the goals of the training session, gently redirect participants to the key points of the section by telling a story or asking a question.

• 别停下。知道培训进行到哪里以及它需要往哪里去是一个培训师的重要技能。努力保持稳定的节奏，在培训主题之间进行平稳的转换，使你的演讲保持一致和自然。如果你认为一个讨论或一系列的问题与培训的目标不一致，温和地引导学员关注重点通过讲故事或问问题来分段。

• Check participants’ learning. Be sure to check with participants after you cover each training topic. It’s important to ensure that participants have a firm grasp of one topic before you move on to the next. You can check participants’ learning by asking specific questions about the material or asking participants to share the key points of each training topic.

• 检查学员的学习情况。确保在你涵盖每个培训主题后与学员进行检查。在你进入下一个话题之前，确保学员牢牢掌握一个主题是很重要的。您可以通过询问有关材料的具体问题或要求学员分享每个培训主题的要点来检查学员的学习情况。

• Use questions to increase involvement. Great learning happens through questions — in the asking, not the telling. Use questions to move learners from passive to active participants. Questions like “How can you use what you’ve learned here to…?” and “What is your biggest challenge in helping members to …” encourage critical thinking and increase participation.

• 通过提问来增加参与性。 伟大的学习是通过提问产生的——在问的过程中，而不是在说的过程中。用问题让学习者从被动的参与者变成主动的参与者。像“你如何用你在这里学到的东西来……?”以及“在帮助会员……方面，你最大的挑战是什么?”等问题，都能鼓励会员进行批判性思考，并增加参与度。

Think about the body of the training session as the middle chapters of a novel—it’s action-packed and infused with essential details.
把培训课程的主体想象成小说的中间章节——充满了激动人心的情节，充满了必要的细节。

###Tips for the Trainer: Ensure Your Delivery is Effective
###给培训师的建议:确保你的演讲是有效的

- **Move the session forward.** Prepare a handful of transitional statements before the training session; this allows you to make smooth transitions between different topics. 
- **将环节向前推进。**在培训前准备一些过渡性陈述;这让你在不同的主题之间进行自然流畅的转换。

- **Affirm with sincerity.** Offer recognition or validation when ideas are presented; remain neutral and help each participant feel comfortable and respected when they contribute.
- **真诚认可。**当想法被提出时给予认可或确认;保持中立，帮助每个学员在做出贡献时感到舒适和尊重。

- **Question with purpose.** Target your questions to gather information, find solutions, and help participants learn key points.
- **有目的的提问。**针对你的问题收集信息，找到解决方案，并帮助学员学习要点。

- **Support the content.** Show genuine interest in the content you are delivering—make it fun and relevant for the participants.
- **内容支持。**对你所传达的内容表现出真正的兴趣——使其有趣并与学员相关。

Review the Training Topics You Shared

回顾你分享的培训主题

As you wrap up a training session, remind participants what they just learned and how they can apply it to their roles. Remember, it’s okay to repeat information that you stated in the beginning of the session—repetition can help participants remember information and understand its value. Use these five steps to reinforce learning as you review training topics with participants:
当你结束一个培训环节时，提醒学员他们刚刚学到了什么，以及他们如何将其应用到自己的角色中。记住，重复你在课程开始时陈述的信息是可以的——重复可以帮助学员记住信息并理解其价值。当你与学员回顾培训主题时，使用以下五个步骤来加强学习:

1. Provide a summary of key points. Go through the training agenda once more and address the key points of each topic. This allows participants to reflect on what they have learned and gained through the training session.

2. 提供要点的总结。再看一遍培训议程，解决每个主题的要点。这让学员能够反思他们在培训课程中所学到的东西。

3. Ask participants to share. Allow participants to share what they’ve learned with the group. This enables participants to learn which aspects of the training session were most valuable to others and share which aspects were most valuable to them. Use questions like these to facilitate sharing:

• What is the most important thing you’ve learned today?
• How will you apply what you’ve learned to your role?
• What is one thing you will start or stop doing as a result of what you’ve learned?

2. 请学员分享。允许学员与小组分享他们学到的东西。这使学员能够了解培训课程的哪些方面对他人最有价值，并分享哪些方面对他们最有价值。用这样的问题来促进分享:

• 你今天学到的最重要的事情是什么?
• 你将如何将你所学到的应用到你的工作中?
• 你学到了什么之后会开始或停止做什么事?

3. Confirm participants’ learning. In addition to checking participants’ learning throughout the training session, gauge how much information participants retained at the end of the session. You can measure how much participants learned by quizzing them or using a training method known as teach-back, in which you ask
   participants to explain (or “teach back”) the skills they just learned to you or fellow participants.
   3.确认学员的学习。除了在整个培训过程中检查学员的学习情况，还要测量学员在培训结束时保留了多少信息。你可以通过询问学员或使用一种名为“回馈教学”的培训方法来衡量他们学了多少，在这种方法中，你要求学员向你或其他学员解释(或“回馈”)他们刚刚学到的技能。

4. Restate the purpose of the training session. It’s important for participants to feel like the training session was worth their time and effort. Be sure to connect the dots between what participants have learned and how they can use it in their roles.

5. 重申培训环节的目标。让学员觉得他们的时间和努力是值得的，这一点很重要。一定要把学员所学到的知识和他们如何在自己的角色中使用所学到的知识联系起来。

6. Tie the training session together. If you incorporated a main idea or provided an analogy, anecdote, or news story in the opening of the training session, now is the time to refer back to it. Restating what you said in the beginning of the session intensifies the message and adds structure and purpose to your closing words.

7. 把培训环节联系在一起。如果你在培训开始时引入了一个主要观点或提供了类比、轶事或新闻故事，那么现在是时候回顾一下了。在培训开始时重复你所说的话可以强化信息，并增加结束语的结构和目标。

Imagine that the conclusion of the training session is the last scene in a novel—in this section, the meaning and value of the message is fully understood.
By introducing training topics to the participants, sharing these topics with participants, and reviewing the topics you shared, you can provide a memorable and organized learning experience.
假设培训的小结是小说的最后一个场景——在这个部分，信息的意义和价值已经被充分理解了。
通过向学员介绍培训主题，与学员分享这些主题，并回顾你分享的主题，你能够提供一段难忘的和有组织的学习经验。

Section 5 Training Dos and Don’ts

第5节：培训注意事项

Part of being a successful trainer is understanding what works and what doesn’t. While certain behaviors engage participants, others disengage them. Your challenge is to find out which behaviors fall into each category. Use the tips below to guide you in the right direction.
成为一名成功的培训师的一部分就是理解什么有效什么无效。当某些行为吸引学员时，其他行为则会使他们脱离。你的挑战是找出哪些行为属于哪一类。使用下面的提示来指引你走向正确的方向。

When preparing for a training session, refer to the table above to help you implement the dos and avoid the don’ts. As a rule of thumb, behaviors that connect you to participants are valuable, while behaviors that alienate you from participants are not.
在准备培训课程时，参考上面的表格来帮助你实现该做的事，避免不该做的事。作为经验法则，将你与学员联系起来的行为是有价值的，而将你与学员疏远的行为则没有价值。

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Section 6 Dealing with Difficult Participants

第6节 与棘手的学员打交道

You may face difficult participants from time to time. To prepare yourself to deal with participants who are disruptive or reluctant to participate, it’s important to develop strategies to manage various situations and personalities. Below, you’ll learn some common behaviors of difficult participants and how you can address each behavior effectively and professionally.
你可能会时不时地遇到难缠的学员。为了准备好应对那些捣乱或不愿参与的学员，制定策略来管理各种情况和个性是很重要的。下面，你将学习一些棘手学员的常见行为，以及如何有效和专业地处理每一种行为。

The Talker

夸夸其谈的学员

Behavior 行为

The Talker comments too often and for too long, dominating the discussion.
健谈者评论太多、时间太长，主导了讨论。

Strategies策略

• Recognize the Talker’s contribution; then assert that others must have the chance to speak.
• Target questions to other participants by name.
• Avoid making eye contact with the Talker after asking a question. Look at another section of the room instead.
• When the Talker pauses, immediately thank him or her and call on another participant to comment.
  -承认说话者的贡献;然后断言其他人必须有机会发言。
  -以其他参与者的名字为目标提问。
  -问完问题后避免与说话人进行眼神交流。看看房间的另一部分。
  -当谈话者停顿时，立即感谢他或她，并让其他参与者发表评论。

The Interrupter

频频打断的学员

Behavior 行为

The Interrupter may believe he or she has something to contribute—this participant wants to agree, disagree, or make another point. Some Interrupters are impatient for information and ask questions about topics that will be discussed later on; others simply want attention.
打断者可能认为他或她有贡献——这个学员想要同意、不同意或提出另一个观点。有些打断者不耐烦地想要得到信息，就稍后要讨论的话题提出问题;其他人只是想要得到关注。

Strategies 策略

• Early in the session, tell participants to record all comments and questions on a piece of paper and that you will address them at the end of the session.
• Keep participants busy by asking them to complete an interactive learning activity.
• Write a broad outline on a flip chart or whiteboard showing the order of the topics you will cover; check each one off as it’s discussed.
• Ask the Interrupter to complete a specific task, such as recording other participants’ responses from a brainstorming activity on a flip chart.
• 在会议开始时，告诉学员将所有的评论和问题记录在一张纸上，你将在会议结束时解决它们。
• 让学员完成互动学习活动，让他们保持忙碌。
• 在活动挂图或白板上写下一个大致的大纲，显示你将涵盖的主题的顺序;在讨论的时候一一核对。
• 要求打断者完成一项特定任务，比如在活动挂图上记录其他参与者在头脑风暴活动中的反应。

The Chatterer

窃窃私语的学员

Behavior 行为

The Chatterer engages in individual conversations with other participants. He or she might comment on something being discussed or talk about an unrelated subject.
闲聊者与其他参与者进行个人对话。他或她可能会对正在讨论的事情发表评论，或者谈论一个不相关的话题。

Strategies 策略

• Invite the Chatterer to share his or her topic of conversation with the group.
• Stop talking and look at the Chatterer until he or she is quiet.
• Restate the point being discussed and ask the Chatterer for an opinion.
• 邀请健谈者与小组分享他或她的谈话话题。
• 停止说话，看着喋喋不休的人，直到他或她安静下来。
• 重申正在讨论的观点，并征求喋喋不休者的意见。

The Arguer

争论不休的学员

Behavior 行为

The Arguer might be a know-it-all, someone with incorrect information, or someone who enjoys correcting others.
He or she may also have difficulty stating suggestions in a constructive manner.
争论者可能是无所不知的人，信息不正确的人，或者喜欢纠正别人的人。
他或她也可能难以以建设性的方式提出建议。

Strategies 策略

• Acknowledge the Arguer’s main points and thank him or her for contributing.
• Find merit in one of the Arguer’s comments, express your agreement, and move on.
• Paraphrase the Arguer’s comment in objective terms. Then ask the Arguer to explain the reason for the comment or ask someone else for a comment.
• 承认辩论者的主要观点，并感谢他或她的贡献。
• 从辩论者的评论中找出优点，表达你的同意，然后继续。
• 用客观的语言解释论述者的评论。然后请论述者解释评论的原因或请其他人发表评论。

The Silent Type

沉默不语的学员

Behavior 行为

The Silent Type finds it difficult to speak in a group setting. He or she may shut down when questions are posed due to shyness, insecurity, indifference, or uncertainty.
沉默型的人很难在一群人面前讲话。由于害羞、不安全感、冷漠或不确定，当有人提出问题时，他或她可能会拒绝回答。

Strategies 策略

• Ask the Silent Type a question you are confident he or she can answer easily.
• Ask a question; then suggest that all participants take a turn sharing their opinions.
• Respond positively and enthusiastically when the Silent Type does contribute.
• 问一个你确信他/她能轻易回答的问题。
• 问问题;然后建议所有的参与者轮流分享他们的观点。
• 当沉默型做出贡献时，积极和热情地回应。

The Electronic Device Enthusiast

沉迷电子产品的学员

Behavior 行为

The Electronic Device Enthusiast is attached to his or her electronic device. He or she may use the training session as a time to check emails, browse the Internet, or post status updates on Facebook.
电子设备发烧友依恋他或她的电子设备。他或她可能会利用培训课程来检查电子邮件，浏览互联网，或在Facebook上发布状态更新。

Strategies 策略

• Tell participants that breaks have been built into the training session. Ask participants to refrain from using their laptops or smartphones until the group goes on a break.
• Kick off a learning activity such as a small group discussion to trigger the Electronic Device Enthusiast to put down his or her device and start interacting with others.
• Casually walk near the participant and stay close by until you regain his or her attention.
• 告诉学员在训练过程中已经设置了休息时间。要求参与者在小组休息前不要使用笔记本电脑或智能手机。
• 启动学习活动，比如小组讨论，让电子设备爱好者放下手中的电子设备，开始与他人互动。
• 随意地走近参与者，直到你重新引起他或她的注意。

Most often, you can manage difficult participants by changing direction, catching the offender off guard, attracting attention to another person, or using positive feedback. Be sure to maintain a calm, neutral, and confident demeanor as you attempt to bring order back to the group. The more you stay in control, the more likely you are to diffuse the situation effectively.
在大多数情况下，你可以通过改变方向、让冒犯者措手不及、吸引他人的注意或使用积极的反馈来管理棘手的学员。当你试图让团队恢复秩序时，一定要保持冷静、中立和自信的举止。你控制得越好，就越有可能有效地化解局势。

Putting Participants First

把学员放在第一位

In reading this manual, you’ve learned which qualities define a trainer, how adults learn, how to prepare for a training session, and how to make training content effective. You’ve also learned the dos and don’ts of training, and how to manage difficult participants. Armed with this information, you can feel confident that you have the right tools to deliver a rewarding and memorable training session.
在阅读这本手册的过程中，你已经了解了培训师的素质，成年人如何学习，如何为培训课程做准备，以及如何使培训内容有效。你还学会了培训的注意事项，以及如何管理难相处的学员。有了这些信息，您就会有信心拥有正确的工具来交付一个有回报且令人难忘的培训课程。

As a trainer, your role is invaluable. You have the responsibility of imparting new knowledge, skills, and opportunities to participants. When preparing for a training session, pinpoint what participants need to gain from their time with you. Putting participants first and tailoring training content to their unique needs foster a rewarding leaning environment for all.
作为一名培训师，你的角色是无价的。你有责任向学员传授新的知识、技能和机会。当准备培训课程时，明确学员需要从与你相处的时间中获得什么。把学员放在首位，并根据他们的独特需求量身定制培训内容，为所有人营造一个有益的学习环境。

Use this manual as a resource as you familiarize yourself with the training materials. It can help you provide a quality learning experience that engages participants and compels them to use their new skills to achieve better outcomes in their roles.
当你熟悉培训材料时，请使用本手册作为资源。它可以帮助你提供一个优质的学习体验，让学员参与进来，迫使他们使用他们的新技能，在他们的角色中取得更好的结果。