新员工阶梯式岗前培训方略

Building industry opens up new world of entrepreneurial struggle to build a three provinces of regional central cities in the Communist x counties the six plenary session members and comrades today I was commissioned by the County party Committee Standing Committee reports to the General Assembly Consideration of all members and alternates and comrades attending advice A and this year yilai of work recalled this year yilai in municipal of right led Xia County solidarity led County people to science development views for guide to good activities for mainline according to a city four modernizations three more of development thought concentrated poly force work hard political and economic and culture and social and party of construction are made has new progress County rendering out wind fresh are and career prosperity and social settled and people mind into of good situation A facilitating the construction of the project Firmly establish the scratch project is economic grasping development project is to hold philosophy to extraordinary efforts to promoting the construction of key projects Plot 108 key projects for the year with a total investment of 29 3 billion yuan iron plate Josh stone cement waste heat power generation and 13 projects completed worship of 1 2 million tons of pellets Hua Yu 80 000 sets of grandparent chicken farming 47 projects under construction completed investment of 3 95 billion yuan annual plan of 69 3 The first half of the County s gross domestic product is expected to reached 8 5 billion yuan and total revenue of 943 million Yuan B structural adjustment achieved remarkable results Actively transforming the pattern of economic development industrial ecology and agricultural modernization and industrialization of services High x County Tin iron circular economy demonstration area and further expand economic development zone Jing Dian recycle economy ecology industry Park Park circular economy and rapid economic development Focus more on the dialectical relationship between development and environmental protection energy saving and emission reduction projects play an important role Vigorously developing agriculture ecological agriculture agriculture modern agricultural clearing along the River Promenade begins to take shape Key tourism projects is going well WA Palace area was named top ten most influential cultural relics in Hebei province landscape Develop new services and services with new developments C urban rural integration process Promoting three year difference campaign battle of two large demolition completed 32 days of 530 000 square meters exceeded the annual Task 7 months in advance General big building jiangjun road bridge and highway bridges the green heart of the city and other urban construction projects and focus on building new countryside and new housing model villages urban and rural areas improve Highway opened to traffic Liu Zhang Qing LAN high speed x County section completed by the end of August Urban and rural development work steadily in the pilot counties to build peace neighborhood offices approved change urban and rural communities Center immigrant communities pilot projects such as integrated management of urban and rural sanitation in order D maintain social harmony and stability In the case of tight financial situation continue to increase the input of people happy people battle Urban central heating and upgrade rural power grids rural reconstruction of shabby housing ten major projects being delivered has been overfulfilled ahead Strengthening of social programs college entrance examination to record heights new rural insurance coverage rate of the city s first launched in new rural cooperative medical clinic co ordination Perfect Park catering accommodation education recreation and other tertiary industries supporting improving socialization service level for industries businesses and create a good environment for development 3 flexible investment enhance the industry Construction of industrial parks just set up a platform for the development of only attract more projects into the district to form agglomeration advantages A innovation project To be purposeful targeted investment will have a basis of the County s industrial packaged bundles overall publicity and promotion Initiative going please come in and carry out all round multi level and wide range of investment activities The Township industrial projects in principle to put to the West industrial parks What town project is that the output value of the Township Second we must grasp the standards selected items Full account of extend the industry chain and the integration of factors of production not only efforts to introduce a number of scientific and technological content and high added value growth and strong driving force of large projects and large enterprises but also on domestic funded enterprises and in accordance with the direction of industrial development of small and medium projects project man small project overwhelming Meet the area of the County s new industrial projects and city back into rural enterprises in principle all stationed in industrial parks Meanwhile strict control of excess capacity and high energy consumption high emission enterprises to enter Thirdly increased incentives on the project Investment of the whole society the Township and County units go out and draft project To establish investment incentives for successful introduction of significant project gives awards to units and individuals the introduction of tax for the implementation of the project to introduce organization into rewards 4 preferential policies and security industries In terms of project examination and approval by area Administrative Committee in conjunction with the development planning land industry and commerce quality control and other departments one stop reception one stop service the simplified procedures the time limit originally In the management of EIA in accordance with the 新员工阶梯式岗前培训方略新员工阶梯式岗前培训方略 在几乎每一个业务复杂的大型呼叫中心里 新员工培训都是一件苦差事 这不仅因为要让 员工去懂那些复杂的业务和账务处理规则 还要训练她们各种服务技能 更让人头疼的是 业务发展快的时候管理会议上所有人都还不断地对你说 什么时候能够上线 必须 培训好 这些人培训一完就要上线解决接听问题 好好培训 决不能给我增加投诉量 我们都知道 任何一个呼叫中心员工都有一个成熟期 希望通过上岗前的培训就把员工变 得和老员工一模一样 这样的想法是不太现实的 那要怎样做好新员工培训才能让我们的 质量波动小呢 完善的 成体系的 阶梯式的新员工培训手法相当重要 什么是阶梯式培训呢 阶梯式培训的主要思想是化大目标为小目标 将员工最终应该达到 的状态 分解成若干个递增阶段 每个阶段培养目标明确 考核明晰 规定有员工该阶段 应达到的状态 分阶段地提升员工至成熟 其优点是员工基本功扎实 上线适应期短 成 熟快 培训要求专门集中 3 4 周 所以对业务复杂度高 员工招聘量大的呼叫中心更为适 用 一 培训前的准备工作一 培训前的准备工作 要想整个培训取得良好效果 前期的准备至关重要 它决定了培训是若干课程的勉强集合 还是有序的体系 除了物质上的准备外 以下一些准备工作比较重要 一 确定培训模块 明确新员工上线时需要掌握的技能模块 并以此准备培训内容 一般说来 应该包括以下 一些 1 行业 组织以及岗位纵览 2 产品和服务 3 电脑和业务系统应用 4 业务流程 5 员工职业化和客户服务技能 6 规章制度和风险防控 7 应急技能 二 分析员工构成 培训前很重要的一件事就是了解你的员工 系统地分析新员工的构成 这包括新员工的年 龄分布 学历分布 从业经历 男女比例等 并据此调整培训策略 教材和课程松紧度 同时针对不同员工构成 也可以有意识地进行培训分组 三 选择培训老师 Building industry opens up new world of entrepreneurial struggle to build a three provinces of regional central cities in the Communist x counties the six plenary session members and comrades today I was commissioned by the County party Committee Standing Committee reports to the General Assembly Consideration of all members and alternates and comrades attending advice A and this year yilai of work recalled this year yilai in municipal of right led Xia County solidarity led County people to science development views for guide to good activities for mainline according to a city four modernizations three more of development thought concentrated poly force work hard political and economic and culture and social and party of construction are made has new progress County rendering out wind fresh are and career prosperity and social settled and people mind into of good situation A facilitating the construction of the project Firmly establish the scratch project is economic grasping development project is to hold philosophy to extraordinary efforts to promoting the construction of key projects Plot 108 key projects for the year with a total investment of 29 3 billion yuan iron plate Josh stone cement waste heat power generation and 13 projects completed worship of 1 2 million tons of pellets Hua Yu 80 000 sets of grandparent chicken farming 47 projects under construction completed investment of 3 95 billion yuan annual plan of 69 3 The first half of the County s gross domestic product is expected to reached 8 5 billion yuan and total revenue of 943 million Yuan B structural adjustment achieved remarkable results Actively transforming the pattern of economic development industrial ecology and agricultural modernization and industrialization of services High x County Tin iron circular economy demonstration area and further expand economic development zone Jing Dian recycle economy ecology industry Park Park circular economy and rapid economic development Focus more on the dialectical relationship between development and environmental protection energy saving and emission reduction projects play an important role Vigorously developing agriculture ecological agriculture agriculture modern agricultural clearing along the River Promenade begins to take shape Key tourism projects is going well WA Palace area was named top ten most influential cultural relics in Hebei province landscape Develop new services and services with new developments C urban rural integration process Promoting three year difference campaign battle of two large demolition completed 32 days of 530 000 square meters exceeded the annual Task 7 months in advance General big building jiangjun road bridge and highway bridges the green heart of the city and other urban construction projects and focus on building new countryside and new housing model villages urban and rural areas improve Highway opened to traffic Liu Zhang Qing LAN high speed x County section completed by the end of August Urban and rural development work steadily in the pilot counties to build peace neighborhood offices approved change urban and rural communities Center immigrant communities pilot projects such as integrated management of urban and rural sanitation in order D maintain social harmony and stability In the case of tight financial situation continue to increase the input of people happy people battle Urban central heating and upgrade rural power grids rural reconstruction of shabby housing ten major projects being delivered has been overfulfilled ahead Strengthening of social programs college entrance examination to record heights new rural insurance coverage rate of the city s first launched in new rural cooperative medical clinic co ordination Perfect Park catering accommodation education recreation and other tertiary industries supporting improving socialization service level for industries businesses and create a good environment for development 3 flexible investment enhance the industry Construction of industrial parks just set up a platform for the development of only attract more projects into the district to form agglomeration advantages A innovation project To be purposeful targeted investment will have a basis of the County s industrial packaged bundles overall publicity and promotion Initiative going please come in and carry out all round multi level and wide range of investment activities The Township industrial projects in principle to put to the West industrial parks What town project is that the output value of the Township Second we must grasp the standards selected items Full account of extend the industry chain and the integration of factors of production not only efforts to introduce a number of scientific and technological content and high added value growth and strong driving force of large projects and large enterprises but also on domestic funded enterprises and in accordance with the direction of industrial development of small and medium projects project man small project overwhelming Meet the area of the County s new industrial projects and city back into rural enterprises in principle all stationed in industrial parks Meanwhile strict control of excess capacity and high energy consumption high emission enterprises to enter Thirdly increased incentives on the project Investment of the whole society the Township and County units go out and draft project To establish investment incentives for successful introduction of significant project gives awards to units and individuals the introduction of tax for the implementation of the project to introduce organization into rewards 4 preferential policies and security industries In terms of project examination and approval by area Administrative Committee in conjunction with the development planning land industry and commerce quality control and other departments one stop reception one stop service the simplified procedures the time limit originally In the management of EIA in accordance with the 使用较为固定的 专职的培训老师 这是因为每个人在对问题的看法中都存在或多或少的 差异 不同的培训老师带出来的员工 都会传承并放大他们各自的差异 但呼叫中心的质 量要求却是标准化的 尽量减少差异 以戴明的质量管理理念来说 稳定和统一的培训更 能够减少变异 四 编制课表 印制培训资料 对于业务较复杂的呼叫中心来说 在新员工能够使用知识库前 应该有标准的 成系统的 培训教材 对业务复杂的呼叫中心来说 通常教材可以按章节 而非按老师的 PPT 印制 成书 这样可以方便在员工脑海中搭建知识体系 同时也要注意教材和知识库的衔接 主 体业务和相关业务的搭配 印制培训期间的管理和考核制度 根据培训模块 编制符合阶梯式培训的详细课程表 并 在培训开始前发给每个新员工 还需要准备好每个员工的培训档案 包括培训项目记录 成绩记录 技能清单 出勤记录 谈话记录等 五 课程评审 由管理人员 一线骨干 最近 6 个月入行的员工代表组织评审团队 对本次培训的课程安 排 教材准备进行评审 评审团可以指定部分课程节选让培训师试讲 评审对培训的安排和准备提出改进意见 评审通过后 培训就可以正式实施了 二 阶梯式培训的实施二 阶梯式培训的实施 在阶梯式培训中 我们为了员工最终成为合格的座席 而将培训分为几个阶段 每个阶段 有各自明确的培养目标 培训前确定的培训模块 将根据每个阶段的需要分解并嵌入到不 同阶段中 一 了解与溶入 首先我们必须要承认 无论员工在面试的时候都说些什么 大多数人最初来呼叫中心只是 为了谋个职业而非了解与喜爱 所以在培训的最初阶段 应该以让员工尽快融入和认同组 织为目标 不必要为了抓紧那一点时间在一开始就给员工讲解密集的业务知识 这只是揠 苗助长 这个时候我们应该花些时间对行业背景 企业文化 组织结构 业务地位等方面进行讲解 使员工了解企业 了解自己的职业价值 激发其职业兴趣和职业自豪感 同时开设员工职 业化教育 使其化职业自豪感为动力 主动地成为组织需要的员工 完成本阶段的学习后 员工应该知道呼叫中心员工的基本要求和职业素养 了解我们的组 织并且渴望通过以后的学习去成为合格的一员 二 知识储备和服务意识初步养成 经过对员工心理准备的教育后 就可以开始进入业务知识的储备阶段了 对于业务复杂的呼叫中心来说 这个阶段的关键是给员工搭建业务框架 让员工能够系统 地了解业务 课程重点就是有章节 成体系的讲解业务知识 业务知识应该包括呼叫中心 的主体业务和客户可能遇到的相关业务 在这个阶段 还应该有意识地穿插一些关于服务 意识方面的教育和语言的培训 Building industry opens up new world of entrepreneurial struggle to build a three provinces of regional central cities in the Communist x counties the six plenary session members and comrades today I was commissioned by the County party Committee Standing Committee reports to the General Assembly Consideration of all members and alternates and comrades attending advice A and this year yilai of work recalled this year yilai in municipal of right led Xia County solidarity led County people to science development views for guide to good activities for mainline according to a city four modernizations three more of development thought concentrated poly force work hard political and economic and culture and social and party of construction are made has new progress County rendering out wind fresh are and career prosperity and social settled and people mind into of good situation A facilitating the construction of the project Firmly establish the scratch project is economic grasping development project is to hold philosophy to extraordinary efforts to promoting the construction of key projects Plot 108 key projects for the year with a total investment of 29 3 billion yuan iron plate Josh stone cement waste heat power generation and 13 projects completed worship of 1 2 million tons of pellets Hua Yu 80 000 sets of grandparent chicken farming 47 projects under construction completed investment of 3 95 billion yuan annual plan of 69 3 The first half of the County s gross domestic product is expected to reached 8 5 billion yuan and total revenue of 943 million Yuan B structural adjustment achieved remarkable results Actively transforming the pattern of economic development industrial ecology and agricultural modernization and industrialization of services High x County Tin iron circular economy demonstration area and further expand economic development zone Jing Dian recycle economy ecology industry Park Park circular economy and rapid economic development Focus more on the dialectical relationship between development and environmental protection energy saving and emission reduction projects play an important role Vigorously developing agriculture ecological agriculture agriculture modern agricultural clearing along the River Promenade begins to take shape Key tourism projects is going well WA Palace area was named top ten most influential cultural relics in Hebei province landscape Develop new services and services with new developments C urban rural integration process Promoting three year difference campaign battle of two large demolition completed 32 days of 530 000 square meters exceeded the annual Task 7 months in advance General big building jiangjun road bridge and highway bridges the green heart of the city and other urban construction projects and focus on building new countryside and new housing model villages urban and rural areas improve Highway opened to traffic Liu Zhang Qing LAN high speed x County section completed by the end of August Urban and rural development work steadily in the pilot counties to build peace neighborhood offices approved change urban and rural communities Center immigrant communities pilot projects such as integrated management of urban and rural sanitation in order D maintain social harmony and stability In the case of tight financial situation continue to increase the input of people happy people battle Urban central heating and upgrade rural power grids rural reconstruction of shabby housing ten major projects being delivered has been overfulfilled ahead Strengthening of social programs college entrance examination to record heights new rural insurance coverage rate of the city s first launched in new rural cooperative medical clinic co ordination Perfect Park catering accommodation education recreation and other tertiary industries supporting improving socialization service level for industries businesses and create a good environment for development 3 flexible investment enhance the industry Construction of industrial parks just set up a platform for the development of only attract more projects