酒店集团管理培训与发展教材模板.doc
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1、管理培训和发展Managing Training & Development for the Business介绍欢迎参与“管理培训和发展”课程,这个三天课程是专为部门培训协调员所设计。Welcome to this workbook. It has been designed to support the three-day Managing Training & Development for the Business workshop for Departmental Training coordinators.在工作手册中,大家会看到不一样标识Through the workbook,
2、 you will see various icons: 停下来思索一下Invites you to pause and think for a few moments? 写下您自己想法Invites you to write your own thoughts2 表示有练习需要完成 Indicates an exercise for you to complete1 表示进行案例分析小组需要完成练习 Indicates an exercise to complete in your case study groupG 注意! Take note! / NB手册每页留出空白方便您统计下学习关键
3、点。The workbook has been purposely designed with wide margins and lots of space for you to make your own notes and reminders of learning points.培训目标/Objectives任何培训课程全部有目标,我们期望您能够阅读此学员手册,参与培训并完成练习,在培训结束以后,您将能够:All workshops and sessions need to have formal objectives, and we hope that by reading the w
4、orkbook, attending the workshop and taking part in the related exercises, you will be able to: 解释在您职责范围内对组织培训和发展所起作用Explain your role for organising training and development of people within your area of responsibility 在您职责范围内,发觉培训和发展需求以满足相关经营需要Identify training and development needs within your are
5、a of responsibility to meet the strategic issues for the relevant business plan 设定培训目标并利用不一样方法以达成理想结果Set learning objectives to achieve desired outcomes using a variety of development methods 为部门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优先需求Build and communicate a plan for a specified time period, to meet p
6、riority needs in your area, for both groups and individuals 解释怎样评定培训和发展活动Explain how to evaluate training and development activity简而言之,此培训课程是为了帮助您在您职责范围内管理职员发展以取得她们对部门,对酒店经营和对自己最好最好结果。In short, an important part of coming on this workshop is to help you to manage the development of people within you
7、r department or area of responsibility, to get the best out of them for your department, the business and for themselves.而且,每次培训后你全部会记得一起参与课程学员,方便以后建立联络。As always, when attending workshops, it can be helpful to remember who was there with you in case you want to contact each other afterwards.? 您能够记下
8、共同参与此次培训学员信息:You might like to make a note here of the other people attending your workshop:姓名 /Name 酒店/Hotel 联络电话/Contact Number我们期望您能够喜爱利用这本学员手册,充足享受这次培训。假如您有任何问题,请随时和我联络。J We hope you will enjoy using this workbook, and attending the workshop. If you have any questions at all, then please do not
9、hesitate to ask your tutor/facilitator.目录/Contents页数/Page1目标介绍/Introduction & objectives of the workshop第一部分Section One Sessions61、介绍培训和发展/Introduction to Training & Development112、明确角色和职责/Who does that? Roles and Responsibilities143、创建适宜环境/How people learn Creating the Right Conditions224、利用系统方法/Wh
10、ere do I start? Applying a Systematic Approach255、识别培训需求和优先次序开始计划/Identifying business needs and priorities Starting to Plan446、制订计划 为部门和个人/Making a plan Planning for Groups and Individuals497、实施培训和发展/Implementing Training and Development548、回顾和评定/What difference did it make? Reviewing & Evaluation6
11、0个人学习笔记/Personal Learning Log第二部分 案例分析/Section Two Case Study Exercise61案例分析练习 Case Study Exercises第三部分 回到工作岗位/Section Three Back-to-work69联络到工作岗位练习活动 Back-to-work ActivitiesG 以上全部内容全部包含在学员手册中。在培训过程中,您可能需要在一些方面多花些时间,其它地方少花些时间。这是因为课程培训员期望满足全部学员需求。The content above can all be found in this workbook. Y
12、ou might find that on your workshop you spend more time on some areas, and less time on others. This is because your trainer will try to meet the needs of your group. 在培训之前,先花点时间思索一下您为何要参与这个培训和在培训结束后您期望有什么收获?你个人目标是什么?Before you start on the rest of the content, it is worth spending some time thinkin
13、g about why you are attending, what you would like to gain as a result. What are your personal aims for the workshop?请把您想法写下来:Write them in here:G 在培训结束后我们再来看一看这次培训是否达成了您目标Return to them at the end of the workshop and check if they have been met.第一部分SECTION 1第一章Session One介绍“培训和发展”Introduction to Tr
14、aining & Development介绍/ Introduction作为一名部门培训协调员,您要在很多方面负担起责任以帮助部门愈加好运行,并为酒店成功经营作出贡献。In your role as a departmental training co-ordinator, you will be responsible for many factors that help your department to run smoothly and contribute to making the business successful.在您所能控制范围内,最为昂贵项目 最少是最昂贵之一 就是劳动
15、力成本。劳动力成本有很多原因组成,直接成本如工资、职员离职及替换成本等。Within the areas of your control, one of the most if not the most expensive items you control will be the cost of employing people. The costs are made up of many things. There are direct costs such as wage costs, and the costs of labour turnover and replacing peop
16、le.但更多是非直接成本 如职员犯错误、用户不满意、职员对工作不能尽心尽力等。There are also many and varied indirect costs such as the costs of mistakes, costs of dissatisfied customers, costs of people not giving their best commitment to the job etc. 考虑到那些潜在成本和期望经营取得最好产出愿望,部门内每个职员全部能有最好表现是很关键。事实证实对培训和发展有效管理是我们达成上述目标一个有效工具。Because of th
17、e potential costs, and to gain the best results for the business, it is important that all departments are able to get the best from the individuals within the team. It is a proven fact that the skilful management of training and development is an effective tool to help you do this. 当然,假如您要对一个大部门负责或
18、手下职员数量众多,您不可能负责全部培训。这是设置部门培训协调员目标所在,您知道怎样管理部门内培训步骤以确保满足需求,从而使企业和职员全部从中得到好处。Of course, if you are responsible for a large department, or have a number of people in your team, you cannot hope to do all the training yourself. It is important in your department co-ordinator role, that you know how to ma
19、nage the process of training within your department so that you are able to ensure that what needs to get done gets done, and that both the business and the people benefit as a result. 在本章节中,我们将讨论:In this section we will look at: 了解培训和发展/Understanding training and development 做好培训和发展好处/Benefits of g
20、etting it right 培训和发展潜在障碍/Potential blockages in getting it done在本章节结束后,您将能够By the end of this section and related exercises you will be able to: 解释培训和发展所包含关键内容及其和你部门和你角色联络/Explain the key activities that are covered by training and development and how they relate to the department and coordinator 解
21、释培训和发展好处/Explain the key benefits of training and development 识别培训和发展潜在障碍/Identify potential blockages to training and development activity 描述成功管理职员培训和发展应含有素质/Describe the qualities required to successfully manage training and development of other people了解培训和发展/Understanding training and development
22、良好培训和发展活动包含作出计划/planning以给职员/people机会学习并发挥她们潜力/potential,最终达成工作要求绩效/performance标准。Good training and development activities involve planning to give people a chance to learn and achieve their potential and the performance standards that the job demands.良好培训和发展能够用4P来概括:Good training and development ac
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