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Volunteer-Training “Creating history together”
Содержание
- 1. Volunteer-Training “Creating history together”
- 2. IntroductionMarkus WieserGerman Football Association (DFB)Volunteer ExperiencesVolunteer Management
- 3. AgendaGoals of the trainingExpectationCreating history togetherKey factorsWelcoming atmosphereThe first impressionCommunicationVerbal communicationNon-verbal communicationChallenging situationsRules and guidelinesCultural differencesSummary
- 4. Goals of the trainingBecoming good ambassadors for
- 5. What are your expectations? - Tournament - Work as Volunteer
- 6. Expectations of guests?
- 7. Expectations of guestsGuest expect positive atmosphere and
- 8. Key factorsKey factors for a successful and
- 9. Welcoming atmosphereVolunteers play an important role First
- 10. Creating history togetherYou have the chance to
- 11. The first impression “There is no second chance for the first impression!”
- 12. First impressionWe need 5 to 7 seconds
- 13. First impressionYou want to help guests and
- 14. Communication
- 15. Communication“One cannot not communicate” – Paul WatzlawickWe
- 16. Communication
- 17. Non-verbal CommunicationNon-verbal communication is influenced byOutfit/ClothingHairAccessories (tattoos, jewelry)Body languageGestureFacial expressions
- 18. Clothing… important part of the non-verbal communicationInformation
- 19. /
- 20. /
- 21. Body language… part of the non-verbal communicationFor
- 22. /
- 23. /
- 24. Verbal CommunicationVerbal communicationVoice (sound, volume, emotions)ContentNext to
- 25. Voice… part of the verbal communicationAppropriate volumeAdapt
- 26. Can I help you? - How to help
- 27. Role Play
- 28. What was good? Which problems did you
- 29. How to help?What is importantKnowledge of the
- 30. Positive formulationTry to formulate your answers precise
- 31. Challenging situationsDuring your work challenging situations and
- 32. Role Play
- 33. What was good? Which problems did you
- 34. General GuidelinesTo make a good impression and
- 35. Rules and GuidelinesRules for good teamwork and spirit
- 36. BehaviorsWe treat all guests friendly and obligingWe
- 37. BehaviorsWe report suspicious behavior to the security
- 38. Do’sFriendlyProactiveSmilingWilling to help the guestBe patient, calm and polite (also with stressful guests)
- 39. Don’tDo not smoke during the workNo mobile
- 40. TeamworkYou are part of a team. What
- 41. Cultural DifferencesRespect cultural differencesAvoid stereotypes and clichés
- 42. Airport AmbassadorsAs Airport Ambassadors you are:… the
- 43. Sustainable ImpressionMake the guests feel welcomed and
- 44. Good luck for the UEFA Euro
- 45. Скачать презентанцию
IntroductionMarkus WieserGerman Football Association (DFB)Volunteer ExperiencesVolunteer Management FIFA World Cup 2006Volunteer Coordinator UEFA Euro 2008Volunteer Manager FIFA Women’s World Cup 2011
Слайды и текст этой презентации
Слайд 1Volunteer-Training
“Creating history together”
An activity of the German- Ukrainian project
“
Advisory services and managerial capacity development for Euro 2012”
Слайд 2Introduction
Markus Wieser
German Football Association (DFB)
Volunteer Experiences
Volunteer Management FIFA World Cup
2006
Volunteer Coordinator UEFA Euro 2008
Volunteer Manager FIFA Women’s World Cup
2011
Слайд 3Agenda
Goals of the training
Expectation
Creating history together
Key factors
Welcoming atmosphere
The first impression
Communication
Verbal
communication
Non-verbal communication
Challenging situations
Rules and guidelines
Cultural differences
Summary
Слайд 4Goals of the training
Becoming good ambassadors for Ukraine and the
Host-City
Knowing the expectations of fans and supporters
Practical information for
the work as VolunteerKnowing the basic rules and guidelines
Слайд 7Expectations of guests
Guest expect positive atmosphere and tournament feeling
Fans expect
friendly and helpful Volunteers
Professional and competent help and information
Слайд 8Key factors
Key factors for a successful and memorable tournament
Good games
(football performance)
Smooth tournament organization (stadiums, media facilities, local transport, etc.)
Accommodation
and travel for teams and guestsWelcoming atmosphere
Слайд 9Welcoming atmosphere
Volunteers play an important role
First point of contact
Business
card of the country and city
One of the faces of
the tournamentVolunteers can create and strengthen positive atmosphere
Being friendly
Helping guests and fans proactive
Spread the spirit and EURO feeling
“Volunteers are the business card of the tournament and represent the Host Countries” - Michel Platini
Слайд 10Creating history together
You have the chance to be part of
an historical event for Ukraine.
Guests from all over Europe will
visit Ukraine, most of them for the first time. You have the chance to shape their picture of Ukraine.We want to…
be friendly and welcoming hosts
welcome fans and make them feel comfortable in Ukraine
create a unique and friendly atmosphere
celebrate a big party
secure a smooth organization
Слайд 12First impression
We need 5 to 7 seconds to make a
picture of someone and categorize and judge this person.
Look
Appearance
Sympathy
Personal feelings
A
short time to impress and convince the person.
Слайд 13First impression
You want to help guests and fans. If they
have questions they should come towards you.
They will only ask
you if they think you will help them competent and friendly.The first impression decides over the feelings and attitude a person shows towards us.
Therefore the first impression is very important for Volunteers.
Слайд 15Communication
“One cannot not communicate” – Paul Watzlawick
We communicate all the
time.
Regardless what we do or what we do not
do.
Слайд 17Non-verbal Communication
Non-verbal communication is influenced by
Outfit/Clothing
Hair
Accessories (tattoos, jewelry)
Body language
Gesture
Facial expressions
Слайд 18Clothing
… important part of the non-verbal communication
Information on character (dirty,
messy)
Information on lifestyle and values
Therefore
Wear the clothing appropriate and orderly
Tidy
and cleanCheck your outfit regularly
Слайд 21Body language
… part of the non-verbal communication
For a positive and
friendly appearance
Active eye contact
Friendly facial expressions
Smiling faces
Clear and open gestures
Straight
posture
Слайд 24Verbal Communication
Verbal communication
Voice (sound, volume, emotions)
Content
Next to the content emotions
play an important role in communication
Feelings
Values
Perceptions
Nationalities
People say the same –
but they mean something different.
Слайд 25Voice
… part of the verbal communication
Appropriate volume
Adapt the talking speed
Make
full sentences
Avoid negative emotions (anger, stress, frustration)
Слайд 28What was good? Which problems did you have? What would you do
differently the next time?
Learnings?
Слайд 29How to help?
What is important
Knowledge of the working area
Airport
City
Tournament
Transport
Willingness to
help (attitude)
Offer your help pro-active
Friendliness
Only pass on information you
know for sureWrite down open questions for the next time
Слайд 30Positive formulation
Try to formulate your answers precise and friendly.
Example:
“I
don’t know”, better
“I do not have the information at the
moment but I will find it out for you”“It is not my responsibility”, better
“My colleague xy can help you with this issue. I will bring you to him”
“Calm down”, better
“I understand your anger. We will find a solution.”
Слайд 31Challenging situations
During your work challenging situations and problems will occur.
Everyone has to find his own way to handle these
situations.Some tips to handle challenging situations:
Try to find a connection to the opponent
“I can understand you. I have experienced something similar before”
Clarify the facts and circumstances
What is the situation? What aspects are important? What are the facts?
Offer solutions or alternatives
“Could this be a solution?” “Would that alternative be alright for you?”
Слайд 33What was good? Which problems did you have? What would you do
differently the next time?
Learnings?
Слайд 34General Guidelines
To make a good impression and appear trustful
… be
authentic
… be natural
… be friendly
… be yourself!!
Слайд 36Behaviors
We treat all guests friendly and obliging
We go open minded
and pro-active towards guests and offer our support
With a positive
attitude we contribute to a good team atmosphere
Слайд 37Behaviors
We report suspicious behavior to the security
We do not
solve dangerous situations alone
We wear the official uniform appropriate
Слайд 38Do’s
Friendly
Proactive
Smiling
Willing to help the guest
Be patient, calm and polite (also
with stressful guests)
Слайд 39Don’t
Do not smoke during the work
No mobile phones
Do not eat
in front of guests
Do not ask for autographs and pictures
with VIP’sDon’t be unfriendly and nerved
Слайд 40Teamwork
You are part of a team. What you do and
how you behave has an effect on the whole team.
If
you smile and have a friendly charisma you will feel better.Good mood infects. Transform your good mood on the team.
Tired? Bad mood? Nerved? The guest should not notice. We want that every guest feels welcomed.
Слайд 41Cultural Differences
Respect cultural differences
Avoid stereotypes and clichés when talking with
guests
Do not judge differences
Examples for differences
Direct vs. indirect
Reserved
vs. communicativeEye contact
Слайд 42Airport Ambassadors
As Airport Ambassadors you are:
… the first point of
contact for guests and supporters
… your help will be needed
(transport, stadium, city, hotel, events)There will be
Challenging situations
Stressful times
Periods with nothing to do
Слайд 43Sustainable Impression
Make the guests feel welcomed and do more than
they expect.
Offer your help proactive
Maybe you can give more information
than they asked forIf possible answer in their local language
Prepare for the upcoming games (nations)
Maybe you remember few phrases in the local language
Hello
Thank you.
Can I help you?
Have a good day.
Bye
Слайд 44
Good luck for the UEFA Euro 2012!
DFB-Wirtschaftsdienste on behalf of
German International Cooperation
An activity of the German- Ukrainian project
“ Advisory services and managerial capacity development for Euro 2012”
