【正文】 85 理解 /test our understanding。這與我們平時所說的“恍然大悟”十分相似，我們突然理解并獲 得對我們先前并不明白事物的 洞察力 。這一步需要清晰的指示、解釋或者能觀摩其他人的演示。 Next, having formed the desire to learn, we generally tend to begin finding out about the subject – take learning to drive as an example. Once we have decided to learn to drive, very often we set out to find the right person to teach us, the right relative, friend or driving school. We sit in the car for the first time in the driving seat and begin to work out how it all works. In learning terms we are acquiring information. 接下來就是得到所有的信息并盡量去 理解 。第一次坐上駕駛席并開始了解駕駛是怎么一回事。 Firstly, we need to have a desire, trigger or motivation to learn. This may be driven by external factors such as increased pay and reward, but more often than not it is driven by internal factors such as a feeling of confidence, a sense of selfworth and value, curiosity or petition. 其次，有了學(xué)習(xí)的愿望后，我們一般會試圖開始探明 這個主題 — 以學(xué)習(xí)駕駛為例。 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(jìn)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(jī)或誘因 /desire, trigger or motivation to learn。 As you will be discovering, one of your key responsibilities as a departmental training coordinator lies in helping people in your team to learn about the things they need to know in order to perform to the standards required, and to achieve their own potential. 要幫助員工 有效地 學(xué)習(xí)的關(guān)鍵之一是要 了解 學(xué)習(xí)過程。 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 12 85 ? 部門培訓(xùn) 員 和部門培訓(xùn)協(xié)調(diào)員 /The departmental trainer and training coordinator ? 部門經(jīng)理 /The departmental manager ? 酒店高 級管理層 /the senior managers ? 集團(tuán) 總部 — 如區(qū)域培訓(xùn)經(jīng)理或區(qū)域培訓(xùn)總監(jiān) /the pany – represented by the regional training manager and area director of training MANAGING TRAINING amp。 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。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 10 85 了解一些在培訓(xùn)和發(fā)展過程中可能涉及到的障礙對我們會有很大的幫助。 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(shí)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。 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 來概括： Good training and development activity is therefore about these four P’s: ? 計劃 /Planning ? 員工 /People ? 潛 力 /Potential ? 績效 /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。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 7 85 done, 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 people MANAGING TRAINING amp。這是設(shè)立部門培訓(xùn)協(xié)調(diào)員的目的所在，您 知道如何管理 部門內(nèi)的培訓(xùn) 流程 以 確保 滿足需求，從而使 公司 和員工都從中得到好處。事實(shí)證明對培訓(xùn)和發(fā)展的有效管理是我們達(dá)到上述目標(biāo)的一種有效工具。 Within the areas of your control, one of the most – if not the most – expensive items you control will be the cost of employing people. The costs are made up of many things. There are direct costs such as wage costs, and the costs of labour turnover and replacing people. 但更多是非直接成本 — 如員工犯錯誤、顧客不滿意、員工對工作不能盡心盡力等。 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)，最為昂貴的項目 — 至少是最昂貴的之一 — 就是勞動力成本。 DEVELOPMENT FOR THE BUSINESS 管理培訓(xùn)與發(fā)展 6 85 第一部分 SECTION 1 第一章 Session One 介紹 “ 培訓(xùn) 與 發(fā)展 ” Introduction to Training amp。 The content above can all be found in this workbook. You might find that on your workshop you spend more time on some areas, and less time on others. This is because your trainer will try to meet the needs of your group. MANAGING TRAINING amp。 在培訓(xùn)過程中， 您 可能需要 在某些 方面 多花些時間 ，其他地方少花些時間 。 Development 11 明確 角色 與職責(zé) /Who does that? – Roles and Responsibilities 14 創(chuàng)建