【正文】 mployees)LOW SUPPORTHIGH SUPPORT21 / 86? 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:22 / 86第四章Session Four運(yùn)用系統(tǒng)的方法/Applying a systematic Approach運(yùn)用系統(tǒng)的方法來(lái)開(kāi)展培訓(xùn)和發(fā)展Applying a systematic approach to training and development培訓(xùn)和發(fā)展可能非常昂貴 — 時(shí)間、資源、設(shè)備和資金等。 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 /Feedback20 / 86創(chuàng)建合適的環(huán)境/Creating the right environment部門(mén)培訓(xùn)協(xié)調(diào)員的重要作用之一就是要?jiǎng)?chuàng)建一個(gè)有利于學(xué)習(xí)的最有效的環(huán)境。 briefing? 新項(xiàng)目或特殊任務(wù) /New projects amp。As you can see from your list, many of the development methods you are able to use are quicker, easier and more effective than applying a training session. ? 所以，在您推出培訓(xùn)課程之前，先思考一下有否可以使用的替代方案。但是如果測(cè)試或整個(gè)學(xué)習(xí)過(guò)程太令人可怕，我們可能會(huì)放棄駕駛。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(kāi)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16 / 86的理解 /test our understanding。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。這叫作我們正在 消化信息并增加理解/assimilating the information and developing our understanding。這個(gè)過(guò)程用專(zhuān)業(yè)術(shù)語(yǔ)來(lái)說(shuō)我們正在 獲得信息 /acquiring information。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。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。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(guò)程。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(yè)）See Activity One in the BacktoWork section at the end of this workbook (page 71).11 / 86第二章Session Two明確角色與職責(zé)/Roles and Responsibilities您作為部門(mén)培訓(xùn)協(xié)調(diào)員的責(zé)任Your responsibility as a departmental training coordinator要在盡可能短的時(shí)間內(nèi)，以盡可能少的支出，使培訓(xùn)和發(fā)展活動(dòng)獲得成功，這需要：Your responsibility as a departmental training coordinator? 合適的人從事/the right people doing …? 合適的工作/the right thing at …? 在合適的時(shí)間/the right time在本章節(jié)我們將討論：In this section we will look at:? 您對(duì)培訓(xùn)和發(fā)展的責(zé)任/Your responsibilities for training and development? 其他員工和責(zé)任/Other people and responsibilities? 如何與酒店相關(guān)/How it links with the context of the pany? 用所學(xué)的知識(shí)進(jìn)行案例分析/Relating your learning to a case study exercise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:? 描述部門(mén)培訓(xùn)協(xié)調(diào)員的角色和職責(zé)? Describe your role and responsibility as a departmental training coordinator? 解釋您的職責(zé)以及為什么這對(duì)酒店經(jīng)營(yíng)很重要? Explain that responsibility and why it is important to the hotel and the pany總體而言，培訓(xùn)和發(fā)展的責(zé)任有以下 5 類(lèi)：Broadly speaking, the responsibilities for training and development fall into 5 main categories:? 員工 /The individual12 / 86? 部門(mén)培訓(xùn)員和部門(mén)培訓(xùn)協(xié)調(diào)員 /The departmental trainer and training coordinator? 部門(mén)經(jīng)理 /The departmental manager? 酒店高級(jí)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 training13 / 86? 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(mén)培訓(xùn)員/ The Departmental Trainer 部門(mén)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。You have probably realised that with all principles of managing people, the theories are sound, but putting it all into practice is more plicated – particularly if you have to rely on others to help you.10 / 86了解一些在培訓(xùn)和發(fā)展過(guò)程中可能涉及到的障礙對(duì)我們會(huì)有很大的幫助。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。這是設(shè)立部門(mén)培訓(xùn)協(xié)調(diào)員的目的所在，您知道如何管理部門(mén)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(duì)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(cuò)誤、顧客不滿意、員工對(duì)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(xiàng)目 — 至少是最昂貴的之一 — 就是勞動(dòng)力成本。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. 5 / 86 在培訓(xùn)之前，先花點(diǎn)時(shí)間思考一下您為什么要參加這個(gè)培訓(xùn)以及在培訓(xùn)結(jié)束后您希望有什么收獲？你的個(gè)人目標(biāo)是什么？Before you start on the rest of the content, it is worth spending some time thinking about why you are attending, what you would like to ga