【正文】 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 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。 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。 You should now turn to SECTION 2 of this workbook, and begin to work on Exercise One from the Case Study (page 61). MANAGING TRAINING amp。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 15 85 人們?nèi)绾螌W(xué)習(xí) /How people learn 一般來說 ，當(dāng)我們準(zhǔn)備學(xué)習(xí)新的東西， 大 都按以下模式來進行： Broadly speaking, when any of us set out to learn anything new, we generally follow a pattern. It goes like this: 首先， 我們需要有學(xué)習(xí)的 意愿 ，動機或誘因 /desire, trigger or motivation to learn。第一次坐上駕駛席并開始了解駕駛是怎么一回事。這一步需要清晰的指示、解釋或者能觀摩其他人的演示。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 16 85 理解 /test our understanding。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 17 85 獲 取 信息 /Acquiring Information 吸收 信息 /Assimilating Information 形成理解模式 /Forming a Pattern of Understanding 檢驗所學(xué) /Testing out the Learning MANAGING TRAINING amp。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 19 85 ? 發(fā)展您部門內(nèi)每一個員工 — 因為他們可以從不同的方法和途徑中學(xué)習(xí) ? Develop your individual team members as they learn through a variety of ways and means 不同的發(fā)展方式 / Different development methods 在前頁中，可能已經(jīng)包括了部分或全部下列方法： In your list on the previous page, you may have included some, or all, of the following: ? 授權(quán) /Delegation ? 觀察 /Observation ? 增加責(zé)任 /Increased responsibility ? 會議 /Meeting amp。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 20 85 創(chuàng)建合適的 環(huán)境 /Creating the right environment 部門培訓(xùn)協(xié)調(diào)員的重要作用之一就是要創(chuàng) 建一個有利于學(xué)習(xí)的最有 效的環(huán)境。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 22 85 第四章 Session Four 運用 系統(tǒng)的方法 /Applying a systematic Approach 運用系統(tǒng)的方法來開展培訓(xùn)和發(fā)展 Applying a systematic approach to training and development 培訓(xùn)和發(fā)展可能非常昂貴 — 時間、資源、設(shè)備和資金等。 ? The difference between a cost and an investment is that there is a return on the investment. If there is no return, then it bees a cost. 培訓(xùn)和發(fā)展應(yīng)被視為投資，而 不是花錢 。如果我們不能做到井井有條和系統(tǒng)化，那么 就有無法完成的風(fēng)險 ， 或者 無法衡量差異。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 24 85 ? 如果培訓(xùn)不 按照上述步驟進行 ，或者遺漏 了某一部分 ，那么無論培訓(xùn)本身 多么好 ， 或者培訓(xùn) 員和 學(xué)員 多么盡力 ，結(jié)果都不會象預(yù)期那樣完美。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 25 85 第五章 Session Five 開始計劃 /Starting to Plan 介紹 /Introduction 前面我們討論了您作為部門培訓(xùn)協(xié)調(diào)員的作用和責(zé)任， 并且探討了幫助員工對成功運營付出努力的技巧 。我們期望的表現(xiàn)水平 — 現(xiàn)在或者將來 — 和 目前 實際 水平 之間的差距。 In any business, wherever a gap occurs between what should be happening, and what is actually happening, then it should be investigated. The risk is that either the business or the people – or both – will suffer in the long term if we do not take steps to close gaps that occur. Gaps can occur because of a wide variety of reasons – as we will discover through this section. 在制定培訓(xùn)和發(fā)展計劃之前 對需求 做徹底的分析至關(guān)重要，只有這樣我們才能保證： It is very important to do a thorough investigation of needs before drawing up a training and development plan so we can be sure that: ? 達到 所有的標(biāo)準(zhǔn) /all standards are met ? 考慮到所有可能的變化 /all likely changes are taken account of ? 保持標(biāo)準(zhǔn)并根據(jù)企業(yè)和客戶需求加以改進 /standards are consistently kept and improved inline with business and customer needs ? 適當(dāng) 發(fā)展員工以發(fā)揮 潛力 /people are developed properly to achieve their potential ? 適當(dāng) 計劃我們的行動并 有目的性 /our activity is properly planned and targeted ? 我們的行動 完全有效 /our activity will be thoroughly effective ? 滿足所有優(yōu)先 需求 /all our priorities are met 在部門和您的責(zé)任范圍內(nèi)收集可能的需求 是要 花費些許時間，但 長期 實施 會 最終節(jié)約可觀的
。漠視差距而不采取任何手段加以縮小對給企業(yè)和個人帶來長期的風(fēng)險 。 In this part of your workbook, we will examine the systematic approach in more detail, and how it can be used to bring business benefits and efficiency for training and development activity in your department. 在本章節(jié)我們將討論： In this session we will look at: ? 定義根本原因 /defining root causes ? 識別 來 自 于外部因素的需求 /identifying needs from external factors ? 識別 來 自 于內(nèi)部因素的需求 /identifying needs from internal factors ? 有關(guān)培訓(xùn)和發(fā)展的相關(guān)標(biāo)準(zhǔn) /the relevance of standards to training and development ? 非培訓(xùn)需求 /non training needs ? 培訓(xùn)需求的 優(yōu)先排序 /prioritizing needs 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: ? 定義 什么是 培訓(xùn) 與 發(fā)展需求， 可能出現(xiàn)的 需求種類，以及正確 識別需求 的重要性 /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 ? 解釋如何 運用 現(xiàn) 有的標(biāo)準(zhǔn)來幫助 開展 培訓(xùn)和發(fā)展 /Explain how to use existing standards to help with training and development ? 描述如何區(qū)分 培訓(xùn) 需求的輕