洲际酒店集团管理培训与发展课程资料

1、管理培训与发展Managing Training & Development for the Business介绍欢迎参加“管理培训与发展”课程，这个三天的课程是专为部门培训协调员所设计的。Welcome to this workbook. It has been designed to support the three-day Managing Training & Development for the Business workshop for Departmental Training coordinators.在工作手册中，大家会看到不同的标记Through the workboo

2、k, you will see various icons:Fl停下来思考-下Invites you to pause and think for a few moments写下您自己的想法Invites you to write your own thoughts表示有练习需要完成Indicates an exercise for you to complete表示进行案例分析的小组需要完成练习Indicates an exercise to complete in your case study group注思！Take note! / NB手册每页留出空白以便您记录下学习要点。The w

3、orkbook has been purposely designed with wide margins and lots of space for you to make your own notes and reminders of learning points.培训目标/Objectives任何培训课程都有目标，我们希望您能够阅读此学员手册，参加培训并完成练习， 在培训结束之后，您将能够：All workshops and sessions need to have formal objectives, and we hope that by reading the workbook

4、, attending the workshop and taking part in the related exercises, you will be able to:解释在您的职责范围内对组织培训和发展所起的作用Explain your role for organising training and development of people within your area of responsibility在您的职责范围内，发现培训和发展的需求以满足相关的经营需要Identify training and development needs within your area of

5、 responsibility to meet the strategic issues for the relevant business plan设定培训目标并运用不同的方法以达到理想的结果Set learning objectives to achieve desired outcomes using a variety of development methods为部门和个人建立培训计划并进行沟通， 该计划包含完成期限并能满足您职责范围内的优先需求Build and communicate a plan for a specified time period, to meet prio

6、rity needs in your area, for both groups and individuals 解释如何评估培训与发展活动Explain how to evaluate training and development activity简而言之， 此培训课程是为了帮助您在您职责范围内管理员工的发展以获得他们对部门， 对 酒店经营以及对自己的最好的最佳结果。In short, an important part of coming on this workshop is to help you to manage the development of people within

7、 your department or area of responsibility, to get the best out of them for your department, the business- and for themselves.而且，每次培训后你都会记得一起参加课程的学员，以便今后建立联系。As always, when attending workshops, it can be helpful to remember who was there with you - in case you want to contact each other afterwards.

8、您可以记下共同参加此次培训的学员信息：You might like to make a note here of the other people attending your workshop:姓名 /Name酒店 /Hotel联系电话 /Contact Number我们希望您能够喜欢运用这本学员手册， 充分享受这次培训。 如果您有任何问题， 请随时与 我联络。We hope you will enjoy using this workbook, and attending the workshop. If you have any questions at all, then please

9、 do not hesitate to ask your tutor/facilitator./Contents页数 /Page1 目标介绍 /Introduction & objectives of the workshop第部分 Section One Sessions1、介绍培训与发展/Introduction to Training & Development112、明确角色与职责/Who does that? - Roles and Responsibilities143、创建合适的环境/How people learn - Creating the Right Conditions

10、224、运用系统的方法/Where do I start? - Applying a Systematic Approach25445、识别培训需求与优先顺序开始计划/Identifying business needs and prioritiesStarting to Plan6、制定计划一为部门和个人 /Making a plan - Planning for Groups and Individuals497、实施培训与发展/Implementing Training and Development548、回顾与评估 /What difference did it make? - Re

11、viewing & Evaluation60 个人学习笔记/Personal Learning Log第二部分 一案例分析 /Section Two - Case Study Exercise61 案例分析练习 Case Study Exercises第三部分 一 回到工作岗位/Section Three - Back-to-work69 联系到工作岗位的练习活动Back-to-work Activities以上所有的内容都包含在学员手册中。在培训过程中，您可能需要在某些方面多花些时间，其他地方少花些时间。这是因为课程的培训员希望满足所有学员的需求。The content above can

12、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.n在培训之前，先花点时间思考一下您为什么要参加这个培训以及在培训结束后您希望有什么收获？你的个人目标是什么？Before you start on the rest of the content, it

13、is worth spending some time thinking about why you are attending, what you would like to gain as a result.What are your personal aims for the workshop?请把您的想法写下来：Write them in here在培训结束后我们再来看一看这次培训是否达到了您的目标Return to them at the end of the workshop and check if they have been met.第一部分SECTION 1第一章Sessi

14、on One介绍“培训与发展”Introduction to Training & Development介绍/ Introduction作为一名部门培训协调员，您要在很多方面承担起责任以帮助部门更好的运行，并为酒店的成功经营作出贡献。In your role as a departmental training co-ordinator, you will be responsible for many factors that help your department to run smoothly and contribute to making the business success

15、ful.在您所能控制的范围内，最为昂贵的项目 一至少是最昂贵的之一一就是劳动力成本。劳动力成本有很多因素组成，直接成本如工资、员工离职及替换成本等。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 cos

16、ts of labour turnover and replacing people.但更多是非直接成本一如员工犯错误、顾客不满意、员工对工作不能尽心尽力等。There are also many and varied indirect costs -such as the costs of mistakes, costs of dissatisfied customers, costs of people not giving their best commitment to the job etc.考虑到那些潜在成本和希望经营获得最佳产出的愿望，部门内每个员工都能有最佳表现是非常重要的。事

17、实证明对培训和发展的有效管理是我们达到上述目标的一种有效工具。Because of the potential costs, and to gain the best results for the business, it is important that all departments are able to get the best from the individuals within the team. It is a proven fact that the skilful management of training and development is an effectiv

18、e tool to help you do this.当然，如果您要对一个大部门负责或者手下员工数量众多，您不可能负责所有的培训。 这是设立部门培训协调员的目的所在， 您知道如何管理部门内的培训流程以确保满足需求，从而使公司和员工都从中得到好处。Of course, if you are responsible for a large department, or have a number of people in your team, you cannot hope to do all the training yourself. It is important in your depar

19、tment co-ordinator role, that you know how to manage the processof training within your department so that you are able to ensure that what needs to get done getsdone, and that both the business and the people benefit as a result.在本章节中，我们将讨论：In this section we will look at:理解培训与发展/Understanding trai

20、ning and development做好培训与发展的好处/Benefits of getting it right培训与发展的潜在障碍/Potential blockages in getting it done在本章节结束后，您将能够By the end of this section and related exercises you will be able to:解释培训与发展所包括的主要内容及其与你的部门和你的角色的联系 /Explain the key activities that are covered by training and development and how

21、 they relate to the department and coordinator解释培训与发展的好处/Explain the key benefits of training and development识别培训与发展的潜在障碍/Identify potential blockages to training and developmentactivity描 述成 功管 理员 工的 培训 与发 展应 具备 的素 质 /Describe the qualities required to successfully manage training and development of

22、 other people理解培训与发展/Understanding training and development良好的培训和发展活动包括作出计划 /planning 以给予 员工 /people 机会学习并发挥他们的 潜力 /potential ，最终达到工作要求的 绩效 /performance 标准。Good training and development activities involve planning to give people a chance to learn and achieve their potential and the performance stand

23、ards that the job demands.良好的培训和发展可以用4P 来概括：Good training and development activity is therefore about these fouPr s:计划 /Planning员工 /People潜力 /Potential绩效 /Performance培训和发展组织得越好，我们就越有可能获得最大的好处。The better organised the training and development effort, the more likely we are to be able tomake the best

24、of the benefits.酒店内任何部门、任何岗位都包含下列内容Working in any role in any department in the hotel takes a rich mixture of知识 /knowledge 对工作的了解程度/knowing about the job技能 /Skills 做好工作所需的技能 /Skills to be able to do the job态度 /Attitude 做好工作应具备的正确的态度/Having the right attitude for the job练习 1.1 /EXERCISE: 1.1考虑您部门内某些工

25、作岗位对知识、技能、态度的要求Think of the requirements for knowledge, skills and attitudes for some of the jobs in your department需要的态度Attitudes required工作职位需要的知识需要的技能Job title Knowledge requiredSkills required练习 1.2 /EXERCISE: 1.2如果所有培训和发展活动都开展地富有成效，对下列人群有什么好处？What are some of the benefits for these groups of pe

26、ople if all the training and development is carried out and completed effectively?公司 /酒店顾客涉及员工您自己Company/Hotel Customer/Guest The individual concerned You您可能意识到有关上述原则，理论上非常不错，但如果付诸实施就会非常复杂 特别 是您将不得不依赖于其他人的帮助和支持。You have probably realised that with all principles of managing people, the theories are

27、sound, but putting it all into practice is more complicated particularly if you have to rely on others to help you.了解一些在培训和发展过程中可能涉及到的障碍对我们会有很大的帮助。It may be helpful to understand a little about some of the blockages that can be involved in gaining and maintaining enough energy and commitment for tra

28、ining and development.练习 1.3 /EXERCISE: 1.3列出您作为部门培训协调员在实施培训和发展中可能会碰到的障碍：List any barriers or blockages to training and development that you may encounter in your role as department training co-ordinator:认清存在的障碍是在部门中实施培训和发展的第一步。Knowing that certain barriers exist is the first step in managing the tr

29、aining and development of people in your team.完成联系到工作岗位的练习一(第 71 页)See Activity One in the Back-to-Work section at the end of thisworkbook (page 71).第二章Session Two明确角色与职责 /Roles and Responsibilities您作为部门培训协调员的责任Your responsibility as a departmental training coordinator要在尽可能短的时间内，以尽可能少的支出，使培训和发展活动获得成

30、功，这需要：Your responsibility as a departmental training co-ordinator合适的人从事/the right people doing合适的工作/the right thing at在合适白时间/the right time在本章节我们将讨论：In this section we will look at:您对培训和发展的责任 /Your responsibilities for training and development其他员工和责任 /Other people and responsibilities如何与酒店相关 /How it

31、 links with the context of the company用所学的知识进行案例分析/Relating your learning to a case study exercise在本章节结束后，您将能够：By the end of this section and related exercises you will be able to:描述部门培训协调员的角色和职责Describe your role and responsibility as a departmental training co-ordinator解释您的职责以及为什么这对酒店经营很重要Explain

32、that responsibility and why it is important to the hotel and the company总体而言，培训和发展的责任有以下5类：Broadly speaking, the responsibilities for training and development fall into 5 main categories:员工/The individual部门培训员和部门培训协调员 /The departmental trainer and training coordinator部门经理 /The departmental manager酒店

33、高级管理层 /the senior managers集团总部 一如区域培训经理或区域培训总监/the company - represented by the regional training manager and area director of training练习 2.1/ EXERCISE: 2.1考虑与您的关系 您认为他们的关键职责是什么？Consider each of these as they relate to you - what do you think the key responsibilities are?1 、 个人 / The Individual2 、 部

34、门培训员 / The Departmental Trainer3 、 部门经理 / The Departmental Manager4 、 酒店高级管理层 /The Senior Manager/s5 、 集团公司 区域培训经理或培训总监 /The Company represented by the RegionalTraining Manager and Area Director of Training根据所提供的内容进行案例分析并完成练习 1 。You should now turn to SECTION 2 of this workbook, and begin to work on

35、 Exercise One from the Case Study (page 61).第三章Session Three创建合适的环境/Creating the Right Conditions人们如何学习，如何才能创建合适的环境How people learn, and how to create the right conditions您将发现， 部门培训协调员的关键责任之一就是要帮助部门成员了解使自己达到标准的知识以充分发挥其潜能。As you will be discovering, one of your key responsibilities as a departmental

36、training co-ordinator 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.要帮助员工有效地学习的关键之一是要了解学习过程。A key to being effective in helping people to learn is to understand some of the process of

37、learning.在这部分我们将讨论：In this part of your workbook you will learn about:人们如何学习 /How people learn不同的发展方式/Different development methods为学习创造一个合适的环境/Creating right environment for learning在本章节结束后，您将能够：By the end of this section and related exercises you will be able to:描述学习过程以及部门培训协调员在此过程中的作用 /Describe t

38、he learning process and the role of the training coordinator in helping with the process解 释不 同 的 发 展方法 以 及 如 何 在 部 门 中 加 以 运用 /Explain different methods of development and how they might be used within the department描述学习文化的关联以及如何在部门和工作环境中加以实施 /Describe the relevance of a learning culture and how it

39、might be developed within the department or a work situation您将运用您所学进行案例分析You will apply your learning from this section to an exercise in the case study.人们如何学习 /How people learn一般来说，当我们准备学习新的东西，大都按以下模式来进行：Broadly speaking, when any of us set out to learn anything new, we generally follow a pattern.

40、It goes like this:首先，我们需要有学习的 意愿，动机或诱因 /desire, trigger or motivation to learn 。这有可能由外部因素来驱动， 如加薪升职等， 但更为常见的内心因素， 如想更为自信， 自我价值实现， 好奇心或竞争心理等。Firstly, we need to have a desire, trigger or motivation to lear.nThis may be driven by external factors such as increased pay and reward, but more often than n

41、ot it is driven by internal factors such as a feeling of confidence, a sense of self-worth and value, curiosity or competition.其次， 有了学习的愿望后， 我们一般会试图开始探明这个主题 以学习驾驶为例。 一旦我 们决定去学习驾驶， 我们通常会打算寻找合适的人选来教我们， 可能是亲戚、 朋友亦或是驾 校。 第一次坐上驾驶席并开始了解驾驶是怎么一回事。 这个过程用专业术语来说我们正在获得信息 /acquiring information 。Next, having for

42、med 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

43、time in the driving seat and begin to work out how it all works. In learning terms we are acquiring information.接 下来就是 得 到所 有 的 信 息并尽 量 去理解 。 这 叫 作我们 正 在 消化 信息并 增加理 解 /assimilating the information and developing our understanding 这 步需要清晰的指示、 解 释或者能观摩其他人的演示。The next steps in learning are to take all

44、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.当然， 仅仅观摩别人演示或听到解释并不意味着我们已经理解 如果是学习驾驶的话就太危险了！

45、最终我们需要 形成自己的理解模式/form our own pattern of understanding。这与我们平时所说的 “恍然大悟” 十分相似， 我们突然理解并获得对我们先前并不明白事物的洞察 力。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 nee

46、d 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， 一旦形成了对如何驾驶和避开路途障碍的自身理解， 我们通过驾驶考试来测试我们的理解/test our understandingLastly, having formed a way of understanding how to dr

47、ive the car, and avoid everything else on the road, wetest our understandinjgy taking our driving test.如果考试不是太难，那么我们要么通过了考试，要么愿意再次参加。但是如果测试或整个学 习过程太令人可怕，我们可能会放弃驾驶。If the test is not too difficult, then we either pass, or gain the commitment to take it again. However, if the test and the whole experi

48、ence is too dreadful, then we might never want to drive again.综上所述，整个学习过程就好比一个循环一在现实中，我们学无止境 Put together, the whole processlooks like a circle - as in reality, we do not stop learning Desire to learnTest out the learningAcquire informationAssimilateinformationForm a patternof understanding练习 3.1/ E

49、XERCISE: 3.1和您的小组成员讨论你们将如何帮助您的学员完成培训循环In your group, discuss how as departmental training co-ordinators, you can help your learners to go around and complete the learning cycle.产生学习愿望 /Forming a Desire to Learn获取信息 /Acquiring Information吸收信息 /Assimilating Information形成理解模式/Forming a Pattern of Under

50、standing检验所学 /Testing out the Learning不同的发展方式 /Different development methods练习 3.2/ EXERCISE: 3.2思考您可能会使用的发展他人的方法并列举出来Think about the ways of developing people you might useList some down here:从您的列举中我们可以发现，您所能使用的许多方法要比实施一个培训课程更为快速、容易和富有成效。As you can see from your list, many of the development method

51、s you are able to use are quicker, easier and more effective than applying a training session.所以，在您推出培训课程之前，先思考一下有否可以使用的替代方案。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:发展您自己 一因为您做的越多，就得到越多Develop you -as the more you

52、 do, the better you get发展您的高级员工一因为他们会更多地参与Develop your senior team members- as they can get more involved发展您部门内每一个员工 因为他们可以从不同的方法和途径中学习Develop your individual team members - as they learn through a variety of ways and means不同的发展方式/ Different development methods在前页中，可能已经包括了部分或全部下列方法：In your list on t

53、he previous page, you may have included some, or all, of the following:授权 /Delegation观察 /Observation增加责任 /Increased responsibility会议 /Meeting & briefing，项?或特殊任务/New projects &工作交谈和评估/Job Chats & appraisalsSpecial assignments交叉培训 /Cross Training 阅读 /Reading一对一培训 /One to one training视频 /Videos辅导 /Coac

54、hing 网络培训 /Computer based training反馈 /Feedback创建合适的环境 /Creating the right environment部门培训协调员的重要作用之一就是要创建一个有利于学习的最有效的环境。A vital part of your role as a departmental training co-ordinator in the business is to generate the best and most effective culture for learning.这包含要确保您手下直接或间接的下属都获得合适水平的支持和挑战。This

55、 involves ensuring that everyone under your direct and indirect influence has the right degree of challenge and support.HIGH SUPPORTA motivating environment where people want to learn and do better.Temporarily this may feel nice, but it is very cosy and complacent.People easily become bored and stop

56、 trying.HIGH CHALLENGEAn environment where people feel pressurised and blamed.Probably a lot of stress in this area.LOW CHALLENGE(for employees)In this area, people become bored, cynical, apathetic and critical. People will leave.LOW SUPPORT练习 3.3 /EXERCISE: 3.3和您的小组成员讨论在创建合适的支持和挑战环境方面，你们能做些什么？In yo

57、ur groups, discuss what you can do to help achieve the right levels of support and challenge合适的支持：The right levels of suppo:rt合适的挑战：The right levels of challenge:第四章Session Four运用系统的方法/Applying a systematic Approach运用系统的方法来开展培训和发展Applying a systematic approach to training and development培训和发展可能非常昂贵

58、时间、 资源、 设备和资金等。 通过运用逻辑性的方法来管理整个过程，我们就很有可能将花钱转化为投资。Training and development can be expensive - in terms of time, resources, equipment and money. By applying a logical approach to how we manageit, we are far more likely to be able to turn the cost into an investment.花钱/cost和投资/investment的区别在于投资有回报。如果没

59、有回报，就成了花钱。The difference between a cost and an investment is that there is a return on the investment. If there is no return, then it becomes a cost.培训和发展应被视为投资，而不是花钱。Training and development should always be viewed as an investment -rather than a cost.为达到经营的要求， 酒店内无论哪个部门和个人都有相当数量的培训和发展需求。 在繁忙的 经营中要

60、将之完成并取得恰当的回报，取决于是否以系统的方式加以组织并进行。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 completed in a busy operation, and getting the right return on our investmen