【導(dǎo)讀】歡迎參加“管理培訓(xùn)與發(fā)展”課程，這個(gè)三天的課程是專為部門培訓(xùn)協(xié)調(diào)員所設(shè)計(jì)的。寫下您自己的想法。表示有練習(xí)需要完成。手冊(cè)每頁(yè)留出空白以便您記錄下學(xué)習(xí)要點(diǎn)。設(shè)定培訓(xùn)目標(biāo)并運(yùn)用不同的方法以達(dá)到理想的結(jié)果。為部門和個(gè)人建立培訓(xùn)計(jì)劃并進(jìn)行溝通，該計(jì)劃包含完成期限并能滿足您職責(zé)范圍內(nèi)的。解釋如何評(píng)估培訓(xùn)與發(fā)展活動(dòng)。酒店經(jīng)營(yíng)以及對(duì)自己的最好的最佳結(jié)果。而且，每次培訓(xùn)后你都會(huì)記得一起參加課程的學(xué)員，以便今后建立聯(lián)系。我們希望您能夠喜歡運(yùn)用這本學(xué)員手冊(cè)，充分享受這次培訓(xùn)。如果您有任何問(wèn)題，請(qǐng)隨時(shí)與。112、明確角色與職責(zé)/Whodoesthat?224、運(yùn)用系統(tǒng)的方法/WheredoIstart?

　　

【正文】 velopment in a department has the same principles as managing any other business issue, and needs to be approached in the same way. MANAGING TRAINING amp。 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。 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(jìn)行 ，或者遺漏 了某一部分 ，那么無(wú)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(huì)象預(yù)期那樣完美。 If training activity is not tackled in this way, or if any parts of the cycle are missed out, then no matter how good the training activity or how good your trainee or learner, the results will not be as good as they could have been. 我們將在 本手冊(cè)的下一部分 詳細(xì)討論此系統(tǒng)循環(huán)。 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。 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。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 25 85 第五章 Session Five 開始計(jì)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(duì)成功運(yùn)營(yíng)付出努力的技巧 。 In the last part of this workbook, we examined some of the training and development responsibilities of your role as a department training coordinator and explored some techniques to help your people contribute to making the business successful. 接下來(lái)我們將 更加 詳細(xì) 地 討論邏輯方式，以及如何 帶來(lái)經(jīng)營(yíng)上的好處并使得 您部門的培訓(xùn) 與發(fā)展 更有效 。 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(shí)別 來(lái) 自 于外部因素的需求 /identifying needs from external factors ? 識(shí)別 來(lái) 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(shí)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(yùn)用 現(xiàn) 有的標(biāo)準(zhǔn)來(lái)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) 需求的輕重緩急以幫助您決定何事優(yōu)先 /Describe how need can be prioritized to help you decide what you should be doing first MANAGING TRAINING amp。 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 ”。我們期望的表現(xiàn)水平 — 現(xiàn)在或者將來(lái) — 和 目前 實(shí)際 水平 之間的差距。 A training need can be defined simply as “a gap”. It is the gap between the performance that is required, either currently or in the future and the actual performance that is happening. 無(wú)論是 任何企業(yè)， 只要在現(xiàn)實(shí)績(jī)效和 預(yù)期績(jī)效之間有差距存在，就應(yīng)該進(jìn)行調(diào)查。漠視差距而不采取任何手段加以縮小對(duì)給企業(yè)和個(gè)人帶來(lái)長(zhǎng)期的風(fēng)險(xiǎn) 。差距形成的原因多種多樣 — 我們將在本章詳細(xì)討論。 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(fèi)些許時(shí)間，但 長(zhǎng)期 實(shí)施 會(huì) 最終節(jié)約可觀的