【正文】 things. There are direct costs such as wage costs, and the costs of labour turnover and replacing people. 但更多是非直接成本 — 如員工犯錯誤、顧客不滿意、員工對工作不能盡心盡力等。 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 mitment to the job etc. 考慮到那些潛在成本和希望經(jīng)營獲 得最佳產(chǎn)出的愿望，部門內(nèi)每個員工都能有最佳 表現(xiàn)是 非常重要 的 。事實(shí)證明對培訓(xùn)和發(fā)展的有效管理是我們達(dá)到上述目標(biāo)的一種有效工具。 Because of the 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. 當(dāng)然，如果您要對一個大部門負(fù)責(zé)或者手下員工數(shù)量眾多，您不可能 負(fù)責(zé)所有的 培訓(xùn)。這是設(shè)立部門培訓(xùn)協(xié)調(diào)員的目的所在，您 知道如何管理 部門內(nèi)的培訓(xùn) 流程 以 確保 滿足需求，從而使 公司 和員工都從中得到好處。 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 coordinator role, that you know how to manage the process of training within your department so that you are able to ensure that what needs to get done gets MANAGING TRAINING amp。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 7 85 done, and that both the business and the people benefit as a result. 在本章節(jié)中，我們將討論： In this section we will look at: ? 理解培訓(xùn) 與 發(fā)展 /Understanding training and development ? 做好培訓(xùn) 與 發(fā)展的好處 /Benefits of getting it right ? 培訓(xùn) 與 發(fā)展的潛在障礙 /Potential blockages in getting it done 在本章節(jié)結(jié)束后，您將能夠 By the end of this section and related exercises you will be able to: ? 解釋培訓(xùn) 與 發(fā)展所包括的主要內(nèi)容及其 與你的部門和你的角色的聯(lián)系 /Explain the key activities that are covered by training and development and how they relate to the department and coordinator ? 解釋 培訓(xùn) 與 發(fā)展的好處 /Explain the key benefits of training and development ? 識別培訓(xùn) 與 發(fā)展的潛在障礙 /Identify potential blockages to training and development activity ? 描述成功管理 員工的 培訓(xùn) 與 發(fā)展 應(yīng)具備的 素質(zhì) /Describe the qualities required to successfully manage training and development of other people MANAGING TRAINING amp。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 8 85 理解培訓(xùn) 與 發(fā)展 /Understanding training and development 良好的培訓(xùn)和發(fā)展活動包括 作出計劃 /planning以給予 員工 /people機(jī)會學(xué)習(xí)并發(fā)揮他們的 潛力 /potential，最終達(dá)到工作 要求 的 績效 /performance 標(biāo)準(zhǔn)。 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. 良好的培訓(xùn)和發(fā)展可以用 4P 來概括： Good training and development activity is therefore about these four P’s: ? 計劃 /Planning ? 員工 /People ? 潛 力 /Potential ? 績效 /Performance 培訓(xùn)和發(fā)展組織得越好，我們就越有可能獲得最大的好處。 The better anised the training and development effort, the more likely we are to be able to make the best of the benefits. 酒店內(nèi)任何部門、任何崗位 都包含下列內(nèi)容 Working in any role in any department in the hotel takes a rich mixture of… ? 知識 /knowledge — 對工作的了解程度 /knowing about the job ? 技能 /Skills — 做好工作所需的技能 /Skills to be able to do the job ? 態(tài)度 /Attitude — 做好工作應(yīng)具備的 正確的 態(tài)度 /Having the right attitude for the job MANAGING TRAINING amp。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 9 85 ? 練習(xí) /EXERCISE: ? 考慮您部門內(nèi)某 些 工作崗位對知識、技能、態(tài)度的要求 Think of the requirements for knowledge, skills and attitudes for some of the jobs in your department 工作職位 需要的知識 需要的技能 需要的態(tài)度 Job title Knowledge required Skills required Attitudes required ? 練習(xí) /EXERCISE: ? 如果所有培訓(xùn)和發(fā)展活動 都 開展 地 富有成效，對下列人群有什么好處？ What are some of the benefits for these groups of people if all the training and development is carried out and pleted effectively? 公司 /酒店 顧客 涉及員工 您自己 Company/Hotel Customer/Guest The individual concerned You ? 您可能意識到有關(guān)上述原則，理論上非常不錯，但如果付諸實(shí)施就會非常復(fù)雜 — 特別是您將不得不依賴于其他人的幫助和支持。 You have probably realised that with all principles of managing people, the theories are sound, but putting it all into practice is more plicated – particularly if you have to rely on others to help you. MANAGING TRAINING amp。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 10 85 了解一些在培訓(xùn)和發(fā)展過程中可能涉及到的障礙對我們會有很大的幫助。 It may be helpful to understand a little about some of the blockages that can be involved in gaining and maintaining enough energy and mitment for training and development. ? 練習(xí) /EXERCISE: ? 列出您作為部門培訓(xùn)協(xié)調(diào)員在實(shí)施培訓(xùn)和發(fā)展中可能會碰到的障礙： List any barriers or blockages to training and development that you may encounter in your role as department training coordinator: ? 認(rèn)清存在的障礙是在部門中實(shí)施培訓(xùn)和發(fā)展的第一步。 Knowing that certain barriers exist is the first step in managing the training and development of people in your team. 完成 聯(lián)系到工作崗位的練習(xí) 一（第 71 頁） See Activity One in the BacktoWork section at the end of this workbook (page 71). MANAGING TRAINING amp。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 11 85 第二章 Session Two 明確角色與職責(zé) /Roles and Responsibilities 您作為部門培訓(xùn)協(xié)調(diào)員的責(zé)任 Your responsibility as a departmental training coordinator 要在盡可能短的時間內(nèi)，以盡可能少的支出，使培訓(xùn)和發(fā)展活動獲得成功，這 需要 ： Your responsibility as a departmental training coordinator ? 合適的人從事 /the right people doing … ? 合適的工作 /the right thing at … ? 在合適的 時間 /the right time 在本章節(jié)我們將討論： In this section we will look at: ? 您對培訓(xùn)和發(fā)展的責(zé)任 /Your responsibilities for training and development ? 其他員工和責(zé)任 /Other people and responsibilities ? 如何與酒店相關(guān) /How it links with the context of the pany ? 用所學(xué)的知識進(jìn)行 案例分析 /Relating