培训时间缩短时保住核心目标
What should we keep in the shorter session? Explain your reasons and next step.
原定二十分钟的退款培训只剩十分钟。有人建议快速讲完全部功能，但 Eva 最需要的是正确处理一笔普通退款。
1 · 先听见真实对话
Colleague: What should we keep in the shorter session?
You: We should keep one clear learning objective for today.
Colleague: Why focus on one objective?
You: This addresses the immediate skill gap without rushing through every feature.
Colleague: How should we use the remaining time?
You: We should use on-the-job training to demonstrate and practise the standard case.
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 keep one clear learning objective for today.
建议：缩短时间时保留一个明确目标。
This addresses the immediate skill gap without rushing through every feature.
理由：先解决急需能力，避免匆匆讲完却不会用。
We should use on-the-job training to demonstrate and practise the standard case.
方法：再短也保留示范和实际练习。
We can schedule a second session for unusual cases and remaining questions.
衔接：明确剩余内容的下一次学习。
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
What should we keep in the shorter session?
建议：缩短时间时保留一个明确目标。
查看一种可行回答
We should keep one clear learning objective for today.
Why focus on one objective?
理由：先解决急需能力，避免匆匆讲完却不会用。
查看一种可行回答
This addresses the immediate skill gap without rushing through every feature.
How should we use the remaining time?
方法：再短也保留示范和实际练习。
查看一种可行回答
We should use on-the-job training to demonstrate and practise the standard case.
5 · 换一个情境，再试一次
What if Eva is still unsure?
What if Eva is still unsure?
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 we practise today?