1、1 WELCOME TO MANAGING TRAINING AND DEVELOPMENT FOR THE BUSINESS 欢迎参加 “ 管理培训与发展 ” 课程 2 DOMESTICS 培训安排 Function Rooms 培训教室 Fahrenheit 温度适宜 Fumes 禁止吸烟 Food 午餐 Timing 守时 Handouts 学员资料 Freedom of speech 即兴发言 Fun! 乐趣 OHP 0.2 3 OBJECTIVES OF THE PROGRAMME 课程目标 By the end of the programme to be able to 在本课程
2、结束后，你将能够： Explain your role for organising training and development of people within your area of responsibility 解释在你的职责范围内组织培训和发展所起的作用 Identify training and development needs within your area of responsibility to meet the strategic issues for the relevant business plan 在你的职责范围内，发现培训与发展的需求以满足相关的经营需要
3、 Set learning objectives to achieve desired outcomes using a variety of development methods 设定培训目标并运用不同的方法以达到理想的结果 Build and communicate a plan for a specified time period to meet priority needs in your area for both groups and individuals 为团队和个人建立培训计划并进行沟通，该计划包含完成期限并能满足您职责范围内的有限需求 Explain how to ev
4、aluate training and development activity 解释如何评估培训与发展活动。 4 OUTLINE PROGRAMME课程大纲 Session One Introduction to training and development 介绍“培训与发展” Session Two Clarifying roles and responsibilities 明确角色与职责 Session Three Creating the right conditions 创建合适的环境 Session Four Applying a systematic approach 运用系
5、统的方法 Session Five Starting to plan and identifying needs 开始计划与识别培训需求 Session Six Planning all the activity 计划各项培训活动 Session Seven Implementing training and development 实施培训与发展 Session Eight Reviewing and evaluating 回顾与评估 5 LEARNING AIMS 学习目标 What would you like to gain, experience or learn as a resu
6、lt of this workshop? 你想从这次的培训课程中获取怎样的经验或学习成效？ Groupwork 分组讨论 Answers to a flipchart 将讨论结果记录在白纸板上 Elect spokesperson 挑选小组发言人 10 minutes 在十分钟内完成 6 SESSION 1 第一章 Introduction to training and development 介绍 “ 培训与发展 ” OBJECTIVES 章节目标 By the end of this session and related exercises you will be able to 在本
7、章节与相关练习结束后，你将能够： Explain the key activities that are covered by training and development, and how they relate to your own department and role 解释培训与发展所包括的主要内容及其与你的部门和你的角色的联系 Explain the key benefits of training and development 解释培训与发展的好处 Identify potential blockages to training and development activi
8、ty in your own department 识别在你的部门里培训与发展的潜在障碍 Describe the qualities required to successfully manage training and development of other people 描述成功管理员工的培训与发展应具备的素质 7 Good Training and Development Activities. 良好的培训与发展活动是指 involve planning to give people a chance to learn and achieve their potential and
9、 the performance standards that the job demands 通过良好的计划，给员工机会学习并发挥他 们的潜力，最终达到工作需要的绩效标准 8 “DEVELOPMENT”发展 Definitions.定义 to unfold, bring out all that is potentially contained within 展示才能，使潜能得到发挥 to make, or become more elaborate, systematic, more active, bigger 更加的详尽、系统化、积极及大规模 to make progress, bri
10、ng or come to maturity 取得进步，变得成熟 9 TYPES OF TRAINING培训的类型 On Job Training - acquisition of knowledge and skills whilst in the practical work situation 在岗培训：在实际的工作场合获得知识与技能 Off Job Training - the acquisition of knowledge and attitudes away from the workplace 脱岗培训：在工作场合以外获得知识与技能 10 SESSION 2 第二章 Clari
11、fying roles and responsibilities 明确角色与职责 OBJECTIVES 章节目标 By the end of this session and related exercises you will be able to 在本章节与相关练习结束后 ， 你将能够： Describe the role and responsibility for training and development of a Training Coordinator 描述培训协调员在培训与发展中的角色和职责 Explain your role and responsibility in
12、the context of the Company and your own hotel 解释你在酒店工作中扮演的角色及职责 11 MANAGING TRAINING & DEVELOPMENT ACTIVITY EFFECTIVELY RELIES ON: “管理培训与发展 ” 的有效进行，有赖于： THE RIGHT PEOPLE 合适的人 doing 做 THE RIGHT THINGS 正确的事情 at 在 THE RIGHT TIME 合适的时间 合适的人，在合适的时间，做正确的事 12 RESPONSIBILITIES FOR TRAINING AND DEVELOPMENT 培
13、训与发展的负责人 The Individual 员工 The Department Trainer / Coordinator 部门培训员 /协调员 The Department Manager 部门经理 The Senior Manager/s 酒店高级管理层 The Company represented by the Regional Training Manager, Area Director of Training 区域培训经理 / 培训总监 13 SESSION 3 第三章 Creating the right conditions 创建合适的环境 OBJECTIVES 章节目标
14、 By the end of this session and related exercises you will be able to 在本章节与相关练习结束后，你将能够： Describe the learning process, and the role of the Training Coordinator in helping it 描述学习的过程以及培训协调员在此过程中的作用 Explain different methods of development, and how they might be used within your department 解释不同的发展方法，
15、以及如何部门中加以运用 Describe the relevance of a learning culture, and how it might be developed within your department 描述与学习文化的关联，以及如何在部门加以实施 14 Desire to learn 产生学习意愿 Acquire information 获取信息 Assimilate Information 吸收信息 Test out the learning 检验所学 THE LEARNING PROCESS 学习的过程 Form a pattern of understanding 形
16、成理解模式 15 A motivating environment where people want to learn and do better. 能激发求知欲望的环境 Temporarily this may feel nice, but it is very cosy and complacent. People easily become bored and stop trying. 暂时感觉良好，但会导致得意忘形。容易使人厌倦而不再努力 In this area, people become bored, cynical, apathetic and critical. Peopl
17、e will leave. 令员工感觉到厌倦，对课程采取冷淡，讥讽，挑剔的态度。员工可能会离职。 An environment where people feel pressurised and blamed. Probably a lot of stress in this area. 是令员工感觉到压力和挫败感的环境 可能在这个区域中压力很大 HIGH CHALLENGE 高挑战性 LOW CHALLENGE 低挑战性 (for employees) 针对员工 LOW SUPPORT 低度支持 HIGH SUPPORT 高度支持 (from departmental managers) 来
18、自于部门经理 CREATING THE RIGHT ENVIRONMENT 创建合适的环境 16 SESSION 4 第四章 Applying a systematic approach 运用系统的方法 OBJECTIVES 章节目标： By the end of this session and related exercises you will be able to 在本章节与相关练习结束后，你将能够： Define the required return from your training and development activity at work 定义在工作中培训与发展的回报
19、结果 Explain the steps in the Systematic Approach, and how it applies to your role as the Departmental Training Coordinator 解释系统的培训过程的每一个步骤，以及它们如何影响到部门培训协调员的角色 17 TRAINING AND DEVELOPMENT. is an INVESTMENT IN PEOPLE 培训与发展 是 对人的一项投资 18 Plan for what needs to be learned 计划 学习内容 Implement some sort of tr
20、aining, coaching or development activity 实施 培训、指导 以及发展活动 Review to measure the result - to ensure planned outcomes are successfully achieved 回顾 以衡量结果 确保成功达到计划的结果 THE SYSTEMATIC TRAINING & DEVELOPMENT CYCLE 系统的培训及发展循环 19 THE SYSTEMATIC TRAINING& DEVELOPMENT CYCLE 系统的培训及发展循环 Three Groups: 分成三组进行讨论 Gro
21、up 1 - What factors need to be considered at the planning stage, and why?计划阶段应考虑什么因素？为什么？ Group 2 - What factors need to be considered at the implementing stage, and why?执行阶段应考虑什么因素？为什么？ Group 3 - What factors need to be considered at the review stage, and why? 回顾阶段应考虑什么因素？为什么？ Elect spokesperson 各组
22、挑选发言人 Answers to a flipchart 将讨论结果记录在白纸板上 10 minutes 在十分钟内完成 20 Planning计划 Identify business needs 确定业务需求 Set standards 设定标准 Identify learning needs 确定学习需求 Set learning objectives 设定学习目标 Plan roles and responsibilities 计划角色及职责 Plan for what needs to be done 计划需完成的工作 THE SYSTEMATIC TRAINING& DEVELOPM
23、ENT CYCLE 系统的培训及发展循环 Implementing 实施 Working to roles 根据角色定位进行工作 Making activity happen 实施活动 Recording activity 记录活动 Reviewing回顾 Carrying out a review 进行回顾 Making decisions as a result 作出决定 21 SESSION 5 第五章 Starting to plan and identify needs 开始计划与识别培训需求 OBJECTIVES章节目标 By the end of this session and
24、 related exercises you will be able to 在本章节与相关练习结束后 ， 你将能够： Define what is meant by a training and development need, types of needs that might occur, and why it is important to identify them correctly 定义什么是培训与发展需求 ， 可能出现的需求类型 ， 以及正确识别需求的重要性 Explain how to use existing standards to help with your tra
25、ining and development 解释如何运用现有的标准来帮助开展培训及发展 Describe how needs can be prioritized to help you decide what you should be doing first 描述如何区分培训需求的轻重缓急以帮助你决定何事优先 22 Current Performance Level 目前的表现水平 Desired Performance Level 期望达到的表现水平 G A P 差距 A TRAINING & DEVELOPMENT NEED IS 培训与发展的需要是 23 ROOT CAUSES OF
26、 TRAINING & DEVELOPMENT NEEDS 产生培训与发展需求的根本原因 1. Certain factors change outside the business 经营外部因素的变化 2. Certain factors change within the business 经营内部因素的变化 3. Short term operational issues / recurring problems 短期内的经营问题 / 反复出现的问题 24 FACTORS OUTSIDE THE BUSINESS 外部因素 Political / legal 政治 / 法律因素 All
27、factors connected to Government and legislation, both nationally and internationally与国内外政府政策及法律条款相关的所有因素 Economic 经济因素 All factors connected to the financial situation at home and abroad, and trading across industries and countries与国内外金融形势，行业之间及国家之间的贸易活动相关的所有因素 Social 社会因素 All factors connected to s
28、ocial trends, peoples preferences and choices 与社会潮流，大众偏好及选择相关的所有因素 Technological 技术因素 All factors connected to advances in the way we work and spend our leisure time 与工作方式和休闲方式的进步有关的所有因素。 25 FACTORS INSIDE THE BUSINESS内部因素 People & the skills required of them 人员及技能要求 Objectives / goals that need to
29、be reached 需要达到的目标 Structure of the hotel / department 酒店或部门的结构 Tasks / jobs that need to be done 需要完成的任务或工作 26 INFORMATION SOURCES 信息渠道 Observation / discussions with others 观察 / 与他人讨论 Staff self assessment / appraisals / reviews 员工自我评估 / 鉴定 / 工作回顾 Departmental plans / any plans for change 部门计划 / 任
30、何针对变动的计划 Objectives departmental / individual / organisational 目标 -部门 / 个人 / 组织 Customer comments / feedback 客人意见 / 反馈 Absence records / statistics 缺勤记录 / 统计数字 Accident book / records / reports 突发事件记录本 / 报告 Mystery guest 暗访客人 Succession plan 继任计划 Standards reviews 标准检验 Quality evaluation 质量评估 Exit i
31、nterviews 离职面谈 Employee satisfaction surveys 员工满意度调查 27 A STANDARD IS 标准是 Weight or measure to which others conform, or by which the accuracy of others is judged 衡量是否一致或者判断其他事物准确性的尺度 Something serving as a basis for comparison 用于相互比较的基础 Degree of excellence required for a particular purpose 为了特定的目标而
32、需要的优秀水平 Fixed 固定的 Variable 变动的 STANDARDS MAY BE 标准可以是 28 Skills Level HIGH 技能水平高 Skills Level LOW 技能水平低 Environmental Problem 环境问题 Motivation Problem 激励问题 Attitude GOOD 态度好 Attitude POOR 态度差 Training Problem 培训问题 Recruitment Problem 招聘问题 29 PRIORITISING TRAINING & DEVELOPMENT NEEDS培训与发展需求的排序 Remedia
33、l 补救性 training and development to put things right when they go wrong 通过培训与发展，把错误的事物引入正轨 Mandatory 强制性 training & development required by law 法律规定的培训与发展 Obligatory 必要性 training required to be done for the individual job 个人工作需要的培训与发展 Development 发展性 training and development that helps people achieve their potential 帮助员工发挥其潜力的培训与发展 30 If you fail to plan you plan to fail! 如果你没有做好计划， 你的计划就会失败！
