09-01-2014, 04:47 PM
Training as a management skill / Training and developing your staff
Training as a management .ppt (Size: 143.5 KB / Downloads: 342)
Your Objectives
Following this presentation you should be able to complete the following objectives:
Describe why training is important and distinguish amongst training, education and development
Define the ASK concept, and comment upon the relative difficulty in developing people’s attitudes, skills and knowledge
List the nine steps in the training process and be able to explain each step with reference to hospitality examples
Develop an appropriate training lesson plan.
Exercise 1
Imagine you are the managing director of a full service restaurant. One day you receive a complaint letter from a guest reporting s/he was not satisfied with the follow up regarding their criticism of being overcharged in one of your restaurants.
Why was the complaint made?
Is there a training need?
3 Reasons to Consider Conducting
an Internal Needs Analysis
Employee obsolescence/out-dated –
Technical advancements, cultural changes, new systems, computerization
Career plateaus
Need for education and training programs
Employee Turnover
Development plan for new employees
Importance of Training
Maintains qualified products / services
Achieves high service standards
Provides information for new comers
Refreshes memory of old employees
Achieves learning about new things; technology, products / service delivery
Reduces mistakes - minimizing costs
Opportunity for staff to feedback / suggest improvements
Improves communication & relationships - better teamwork
The ASK Concept
If we follow the GAP concept, training is simply a means to use activities to fill the gaps of performance between the actual results and the expected results.
This GAP can be separated into 3 main themes
Attitude
Skills
Knowledge
A Systematic Approach
to Training
Key Concepts in Preparing a Training Plan
Before you train and develop people identify what:
They must know - before they can perform job
They should know - to improve performance
Would be nice for them to know – but not necessary to perform duties.
A Training Lesson Plan
Topic
Summary of Key Points
Training Objectives
Duration of Each Activity in Each Session
Training Contents
Training Methods / Activities
Break(s)
Exercise to Warm Up
Questions to test Understanding
Conclusion