安排演示、练习和反馈
How should we organise the practice? Explain your reasons and next step.
主管同意让 Eva 练退款。你有二十分钟：需要安排谁先演示、Eva 做什么，以及怎样知道她掌握了步骤。
1 · 先听见真实对话
Colleague: How should we organise the practice?
You: We should demonstrate one refund and let Eva try two cases.
Colleague: How would this practice help?
You: This on-the-job training helps us see which steps still cause difficulty.
Colleague: How should we check the learning objective?
You: To check the learning objective, we should review the amount and sequence of steps.
2 · 理解表达在这里做了什么
skill gap
what someone still needs to learn
Eva has a skill gap in processing refunds.
skill gap 需要说明哪项能力、与什么要求相比；不能把一次失误直接当成全面能力不足。on-the-job training
learn while doing the job
Eva receives on-the-job training with a colleague.
on-the-job training 描述培训方式，不是让新人无支持地直接处理所有真实客户问题。learning objective
what the learner should be able to do
Our learning objective is to complete a refund correctly.
目标要可观察；attend training 是参加活动，不等于已经学会。3 · 跟读后，换成自己的信息
We should demonstrate one refund and let Eva try two cases.
安排：先示范，再由学习者自己做。
This on-the-job training helps us see which steps still cause difficulty.
作用：观察操作，才能看到尚未解决的卡点。
To check the learning objective, we should review the amount and sequence of steps.
检查：核对金额和操作顺序。
Our feedback should name one thing to improve before the next attempt.
反馈：给出下一次可执行的一个改进点。
保留沟通意图，换掉人物、文件或时间。简单而准确的句子同样有效。
4 · 接住对方的话
How should we organise the practice?
安排：先示范，再由学习者自己做。
查看一种可行回答
We should demonstrate one refund and let Eva try two cases.
How would this practice help?
作用：观察操作，才能看到尚未解决的卡点。
查看一种可行回答
This on-the-job training helps us see which steps still cause difficulty.
How should we check the learning objective?
检查：核对金额和操作顺序。
查看一种可行回答
To check the learning objective, we should review the amount and sequence of steps.
5 · 换一个情境，再试一次
What if Eva makes an error?
What if Eva makes an error?
Address the changed condition. Choose a practical next step and explain why it helps.
- My response addresses the changed condition.
- I explain one practical action and its likely effect.
- I make the next step clear.
6 · 明天不看答案，再想一次
What should Eva do first?