【正文】 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，但長期實(shí)施會(huì)最終節(jié)約可觀的時(shí)間和努力。A little time spent in collecting likely needs within your department or area of responsibility will pay dividends in the long run by saving considerable time and effort.CurrentPerformance LevelDesiredPerformance LevelGAPaP27 / 86一般說來，需求的產(chǎn)生有三個(gè)根源：Broadly speaking, needs will arise through three root causes: 經(jīng)營外部因素的變化/certain factors change outside the business 經(jīng)營內(nèi)部因素的變化/certain factors change within the business 短期經(jīng)營項(xiàng)目/short term operational issues? 練習(xí) : ? 列出您最最近遇到的以上三個(gè)方面的變化List some of the changes that you have managed lately under these three headings…開始適當(dāng)?shù)赜?jì)劃培訓(xùn)和發(fā)展活動(dòng)類似于做拼圖游戲/jigsaw puzzle — 如果您先將所有邊和角上的圖片擺放到位，再利用蓋子上的效果圖做參考，接下來就會(huì)容易地多。Starting to plan properly for training and development activity is like trying to do a jigsaw puzzle if you get all 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，就能一次成功。 “效果圖”就相當(dāng)于經(jīng)營計(jì)劃，會(huì)有一些外部因素對其產(chǎn)生影響。To be aware of, and know, the needs of the business is just like having the jigsaw box picture to look at while you are putting it together if you can make all the bits relate to the big picture, then it will e right first time. The “big picture” relates to the plan for the business, and some of the external factors that are going to affect it.28 / 86所有的因素都會(huì)影響到我們在經(jīng)營中所做的決定，不僅在制定計(jì)劃的最初階段有影響，還反映在我們的實(shí)施過程中。我們需要著眼于兩個(gè)方面 — 目光長遠(yuǎn)但也要滿足即時(shí)的短期需求。All kinds of factors will influence the decisions that we make within our business, not only when putting the business plan together initially, but also as we progress through the year. We need to be able to work on two levels – thinking about the longer term whilst keeping a close eye on the immediate and shortterm needs. 會(huì)有很多變化影響您，可能接下來的幾個(gè)月，也可能在更遠(yuǎn)的未來。所有的變化都會(huì)影響到酒店的目標(biāo)和目的，同時(shí)也意味著影響到培訓(xùn)與發(fā)展的需求。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)到我們周圍正在發(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 — 這是我們管理部門和經(jīng)營的責(zé)任之一。To be effective planners, both of business strategies and for training and development activities, we need to be aware of what is happening, and may happen, around us which is likely to affect the business – this is part of the responsibility of managing a department or part of the business. 如果我們在計(jì)劃階段草草了事，就不可能滿足員工和經(jīng)營的需求。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）來自外部的影響因素/Factors changing outside the business我們對其影響力最弱但會(huì)帶來最大變化的因素往往來自酒店外部 — 外部因素/external factors。The factors that we often have the least influence over – but that bring the biggest changes, are the influences happening outside the hotel – external factors.外部因素指的是超出酒店政策影響范圍之外的因素。有一種簡單的工具來幫助大家進(jìn)行分析，即“PEST” 。External factors are those outside the influence of the hotel and pany policies. It is easiest to consider these under four main headings – also called a “PEST Analysis”:1． 經(jīng)濟(jì)或法律 / POLICTICAL/LEGAL與政府和法律有關(guān)的所有因素，不論是在國內(nèi)和國際上。All factors connected to Government and legislation, both nationally and internationally. 2． 經(jīng)濟(jì) / ECONOMIC 與國內(nèi)外金融形勢，行業(yè)之間及國家之間貿(mào)易相關(guān)的所有因素All factors connected to the financial situation at home amp。 abroad, and trading across industries amp。 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。s preferences and choices. 4． 技術(shù) / TECHNOLOGICAL與我們工作和休閑方式進(jìn)步有關(guān)的所有因素All factors connected to advances in the way we work and spend our leisure time.所有這些外部因素都會(huì)影響到某些方面的變化。關(guān)鍵在于我們無法對上述因素施加任何影響， — 能做的只是對這些變化作出回應(yīng)。All of these external factors will effect a change of some sort. The key factor about all of these categories is that we cannot influence them in any way, all we can do is respond to the changes. 我們可以從以下兩方面入手：Within the business we can do this in one of two ways:a) 對變化的反應(yīng)/reacting to change反應(yīng)在詞典上解釋為：“ 反應(yīng)，答復(fù)，對結(jié)果的行為，反應(yīng) ”。在競爭市場上，反應(yīng)行為對經(jīng)營來說價(jià)值有限。Reacting is defined by the dictionary as: to respond to, reply to, to behave as a result of, to react. Reactive behaviour has limited value for a business in a petitive market.30 / 86b) 積極主動(dòng)，管理變化/being proactive, and managing the changes積極主動(dòng)的行為要能夠：“計(jì)劃，探尋，警覺，研究并提前進(jìn)行反應(yīng)”Proactive behaviour involves being able: to plan for, to seek out, be aware of, to research and act upon in advance.? 這兩種方法截然不同，不論在風(fēng)格還是在對經(jīng)營的影響上。The two approaches are very different, both in style and on the effects on the business.如果想在競爭中領(lǐng)先并取得經(jīng)營的成功，學(xué)習(xí)并發(fā)展我們積極主動(dòng)的技巧而非僅僅依賴于我們的反射性反應(yīng)性至關(guān)重要。當(dāng)然，酒店經(jīng)營需要我們的反應(yīng) — 這是由我們的工作性質(zhì)所決定。不過積極主動(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。If we are to stay ahead of the petition, and be connected with a successful business, it is vital that we learn and develop our proactive skills, rather than relying on a reactive reflex. Of course, the hotel business needs us to be reactive – it is in the nature of the job. However, there are a few areas of planning and thinking ahead where to be a bit proactive can save us time and effort – and th