【正文】 ll the edge pieces and corners in first, and then use the cover picture for reference, then it bees easier. 需要知道的是經(jīng)營(yíng)上的需求就好比在拼圖前先仔細(xì)看效果圖一樣 — 如果您能把每一塊都與效果圖聯(lián)系起來(lái)，就能一次成功。If we do not do this at the planning stage, we cannot hope to meet all likely needs of our people and our business.29 / 861）來(lái)自外部的影響因素/Factors changing outside the business我們對(duì)其影響力最弱但會(huì)帶來(lái)最大變化的因素往往來(lái)自酒店外部 — 外部因素/external factors。關(guān)鍵在于我們無(wú)法對(duì)上述因素施加任何影響， — 能做的只是對(duì)這些變化作出回應(yīng)。不過(guò)積極主動(dòng)的超前計(jì)劃和思考會(huì)更加節(jié)約我們的時(shí)間和努力。 countries. 3． 社會(huì) / SOCIAL與社會(huì)潮流，大眾偏好和選擇有關(guān)的所有因素All factors connected to social trends, people39。There will be many changes that will affect you, both in the ing months, and further into the future. All of them will affect the objectives and goals for your anisation and hotel and bring training and development needs with them. 作為一名有效的計(jì)劃者，不論是制定企業(yè)戰(zhàn)略還是培訓(xùn)發(fā)展活動(dòng)，我們必須意識(shí)到我們周?chē)诎l(fā)生的狀況和可能發(fā)生的狀況，這都可能影響到我們的經(jīng)營(yíng) — 這是我們管理部門(mén)和經(jīng)營(yíng)的責(zé)任之一。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(jì)劃之前對(duì)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(dá)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(hù)需求加以改進(jìn)/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(jì)劃我們的行動(dòng)并有目的性/our activity is properly planned and targeted? 我們的行動(dòng)完全有效/our activity will be thoroughly effective? 滿(mǎn)足所有優(yōu)先需求/all our priorities are met在部門(mén)和您的責(zé)任范圍內(nèi)收集可能的需求是要花費(fèi)些許時(shí)間，但長(zhǎng)期實(shí)施會(huì)最終節(jié)約可觀的時(shí)間和努力。We will work through this systematic cycle in more detail in the next sections of this workbook, and for the remainder of your workshop.在我們繼續(xù)討論之前，Before you move on to the next part… 思考一下迄今為止我們已經(jīng)討論過(guò)的內(nèi)容。? 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(qián)。 briefing? 新項(xiàng)目或特殊任務(wù) /New projects amp。The next steps in learning are to take all the information in and try to make sense of it. At this point we are assimilating the information and developing our understanding. This stage can be helped by having clear instructions, explanations and perhaps being able to watch someone else demonstrate.當(dāng)然，僅僅觀摩別人演示或聽(tīng)到解釋并不意味著我們已經(jīng)理解 — 如果是學(xué)習(xí)駕駛的話(huà)就太危險(xiǎn)了！最終我們需要 形成自己的理解模式 /form our own pattern of understanding。這有可能由外部因素來(lái)驅(qū)動(dòng)，如加薪升職等，但更為常見(jiàn)的內(nèi)心因素，如想更為自信，自我價(jià)值實(shí)現(xiàn)，好奇心或競(jìng)爭(zhēng)心理等。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(lái)概括：Good training and development activity is therefore about these four P’s:? 計(jì)劃/Planning? 員工/People? 潛力/Potential? 績(jī)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。In your role as a departmental training coordinator, you will be responsible for many factors that help your department to run smoothly and contribute to making the business successful.在您所能控制的范圍內(nèi)，最為昂貴的項(xiàng)目 — 至少是最昂貴的之一 — 就是勞動(dòng)力成本。? We hope you will enjoy using this workbook, and attending the workshop. If you have any questions at all, then please do not hesitate to ask your tutor/facilitator.4 / 86目錄/Contents頁(yè)數(shù) /Page1 目標(biāo)介紹/Introduction amp。1 / 86管理培訓(xùn)與發(fā)展Managing Training amp。如果您有任何問(wèn)題，請(qǐng)隨時(shí)與我聯(lián)絡(luò)。 Development介紹/ Introduction作為一名部門(mén)培訓(xùn)協(xié)調(diào)員，您要在很多方面承擔(dān)起責(zé)任以幫助部門(mén)更好的運(yùn)行，并為酒店的成功經(jīng)營(yíng)作出貢獻(xiàn)。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 7 / 86done, 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(mén)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(shí)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 people8 / 86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(dòng)包括作出計(jì)劃/planning 以給予員工/people 機(jī)會(huì)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(jī)效/performance 標(biāo)準(zhǔn)。A key to being effective in helping people to learn is to understand some of the process of learning. 在這部分我們將討論：In this part of your workbook you will learn about:? 人們?nèi)绾螌W(xué)習(xí)/How people learn? 不同的發(fā)展方式/Different development methods? 為學(xué)習(xí)創(chuàng)造一個(gè)合適的環(huán)境/Creating right environment for learning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:? 描述學(xué)習(xí)過(guò)程以及部門(mén)培訓(xùn)協(xié)調(diào)員在此過(guò)程中的作用/Describe the learning process and the role of the training coordinator in helping with the process? 解釋不同的發(fā)展方法以及如何在部門(mén)中加以運(yùn)用/Explain different methods of development and how they might be used within the department? 描述學(xué)習(xí)文化的關(guān)聯(lián)以及如何在部門(mén)和工作環(huán)境中加以實(shí)施/Describe the relevance of a learning culture and how it might be developed within the department or a work situation您將運(yùn)用您所學(xué)進(jìn)行案例分析You will apply your learning from this section to an exercise in the case study.15 / 86人們?nèi)绾螌W(xué)習(xí)/How people learn一