【正文】 /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 13 85 ? 練習(xí) : ? 考慮與您 的關(guān)系 — 您認(rèn)為他們的 關(guān)鍵 職責(zé)是什么？ Consider each of these as they relate to you – what do you think the key responsibilities are? 個(gè)人 / The Individual 部門培訓(xùn)員 / The Departmental Trainer 部門經(jīng)理 / The Departmental Manager 酒店 高級(jí)管理層 /The Senior Manager/s 集團(tuán) 公司 — 區(qū)域培訓(xùn)經(jīng)理或培訓(xùn)總監(jiān) /The Company represented by the Regional Training Manager and Area Director of Training ?根據(jù)所提供的內(nèi)容進(jìn)行案例分析并完成練習(xí) 1。一旦我們決定去學(xué)習(xí)駕駛，我們通常會(huì)打算尋找合適的人選來(lái)教 我們 ， 可能是 親戚、朋友 亦或是 駕校。 Of course, just because we watch someone else, or have it all explained to us does not mean that we understand – that would be especially dangerous if we were learning to drive! Eventually, we need to form our own pattern of understanding. A similar process to the one when “the penny drops” and we suddenly understand or gain new insights into things we didn’t know before. 最后，一旦形成了對(duì)如何駕駛和避開路途障礙的自身理解，我們通過(guò)駕駛考試來(lái) 測(cè)試我們的MANAGING TRAINING amp。 Therefore, before you launch into training, think about the alternative you could use. 使用不同的方法可以 Using a variety of methods will: ? 發(fā)展您自己 — 因?yàn)槟龅脑蕉?，就得到越? ? Develop you – as the more you do, the better you get ? 發(fā)展您的高級(jí)員工 — 因?yàn)樗麄?會(huì)更多地參與 ? Develop your senior team members as they can get more involved MANAGING TRAINING amp。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 21 85 ? 練習(xí) /EXERCISE: ? 和您的小組成員討論在創(chuàng)建合適的 支持和挑戰(zhàn) 環(huán)境方面，你們能做些什么 ？ In your groups, discuss what you can do to help achieve the right levels of support and challenge 合適 的支持： The right levels of support: 合適 的挑戰(zhàn)： The right levels of challenge: MANAGING TRAINING amp。 To meet the needs of the business, teams and individuals in any department or part of the hotel, there will often be a considerable amount of training and development required. Getting it all pleted in a busy operation, and getting the right return on our investment relies on being anised, and tackling it in a systematic way. 系統(tǒng) /systematic 意味著組織和實(shí)施 成一個(gè)完整的體系。 您應(yīng)該能夠 Check back on your learning so far. You should be able to: ? 解釋培訓(xùn)和發(fā)展應(yīng) 包括 的主要 內(nèi)容 ，以及與您的部門 的關(guān)系 Explain the key activities that are covered by training and development, and how they relate to your own department ? 描述作為部門培訓(xùn)協(xié)調(diào)員在培訓(xùn)和發(fā)展 方面 的 角色和責(zé)任 Describe your role and responsibility for training and development as a departmental training coordinator ? 解釋人們?nèi)绾螌W(xué)習(xí)， 以及 使得 學(xué)習(xí) 最有效 Explain how people learn, and the conditions that help to make learning most effective ? 描述組織培訓(xùn)和發(fā)展的邏輯方式以及如何 在您的工作場(chǎng)所運(yùn)用 Describe the logical approach to anising training and development, and how to apply it to your own situation 把筆記和你希望更多學(xué)習(xí)的內(nèi)容記錄在下 面的空白處 Use this space and over the page for recording notes and any further learning as you wish… MANAGING TRAINING amp。差距形成的原因多種多樣 — 我們將在本章詳細(xì)討論。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 26 85 識(shí)別 需求并決定輕重緩急 /Identifying and prioritizing needs 培訓(xùn) 需求可以簡(jiǎn)單地 定義 為“ 差距 ”。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 23 85 思考您的部門中需要采購(gòu)一件貴重的設(shè)備，您會(huì)采取怎樣的步驟呢？ Think about purchasing a piece of expensive equipment for your department, and the steps you would go through… 您有可能會(huì)： You would probably do the following: ? 澄清您為什么需要它，以及它能為您做些什么 ? Clarify why you need it, and what you want it to do ? 向不同的供應(yīng)商詢價(jià)并看不同的樣品 — 希望能物超所值 ? Shop around for different suppliers and look at different models try to get the best value for money ? 采購(gòu)并使用 ? Purchase it and begin to use it ? 判斷它是否達(dá)到了您的預(yù)期，是否值得 ? Make a judgment on whether it is doing the job you wanted it to, and whether it was worth it 同樣，管理培訓(xùn) 與 發(fā)展也遵循這些步驟，用下列循環(huán)來(lái)解釋更為清晰 … In the same way, managing training and development follows these steps but is best explained by the following cycle… Plan for what needs to be learned Implement some sort of training, coaching or development activity Review to make sure it was successful MANAGING TRAINING amp。如果沒(méi)有回報(bào)，就 成了花錢 。 appraisals ? 交 叉 培訓(xùn) /Cross Training ? 閱讀 /Reading ? 一對(duì)一 培訓(xùn) /One to one training ? 視頻 /Videos ? 輔導(dǎo) /Coaching ? 網(wǎng)絡(luò)培訓(xùn) /Computer based training ? 反饋 /Feedback MANAGING TRAINING amp。 If the test is not too difficult, then we either pass, or gain the mitment to take it again. However, if the test and the whole experience is too dreadful, then we might never want to drive again. 綜上所述，整個(gè)學(xué)習(xí)過(guò)程就好比一個(gè)循環(huán) — 在現(xiàn)實(shí)中，我們學(xué)無(wú)止境 … Put together, the whole process looks like a circle – as in reality, we do not stop learning… ? 練 習(xí) : ? 和您的小組成員 討論 你們將 如何幫助您的學(xué)員完成培訓(xùn)循環(huán) In your group, discuss how as departmental training coordinators, you can help your learners to go around and plete the learning cycle. 產(chǎn)生 學(xué)習(xí)愿望 /Forming a Desire to Learn Desire to learn Acquire information Form a pattern of understanding Test out the learning Assimilate information MANAGING TRAINING amp。這叫作我們正在 消化信息并增加理解/assimilating the information and developing our understanding。 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 secti