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MANAGINGTRAINING&DEVELOPMENTFORTHEBUSINESS管理培训与发展1-85管理培训与发展ManagingTraining&DevelopmentfortheBusiness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。Welcometothisworkbook.Ithasbeendesignedtosupportthethree-dayManagingTraining&DevelopmentfortheBusinessworkshopforDepartmentalTrainingcoordinators.在工作手册中，大家会看到不同的标记Throughtheworkbook,youwillseevariousicons:停下来思考一下Invitesyoutopauseandthinkforafewmoments写下您自己的想法Invitesyoutowriteyourownthoughts表示有练习需要完成Indicatesanexerciseforyoutocomplete表示进行案例分析的小组需要完成练习Indicatesanexercisetocompleteinyourcasestudygroup注意！Takenote!/NB手册每页留出空白以便您记录下学习要点。Theworkbookhasbeenpurposelydesignedwithwidemarginsandlotsofspaceforyoutomakeyourownnotesandremindersoflearningpoints.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：Allworkshopsandsessionsneedtohaveformalobjectives,andwehopethatbyreadingtheworkbook,attendingtheworkshopandtakingpartintherelatedexercises,youwillbeableto:MANAGINGTRAINING&DEVELOPMENTFORTHEBUSINESS管理培训与发展2-85解释在您的职责范围内对组织培训和发展所起的作用Explainyourrolefororganisingtraininganddevelopmentofpeoplewithinyourareaofresponsibility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Identifytraininganddevelopmentneedswithinyourareaofresponsibilitytomeetthestrategicissuesfortherelevantbusinessplan设定培训目标并运用不同的方法以达到理想的结果Setlearningobjectivestoachievedesiredoutcomesusingavarietyofdevelopmentmethods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Buildandcommunicateaplanforaspecifiedtimeperiod,tomeetpriorityneedsinyourarea,forbothgroupsandindividuals解释如何评估培训与发展活动Explainhowtoevaluatetraininganddevelopmentactivity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。Inshort,animportantpartofcomingonthisworkshopistohelpyoutomanagethedevelopmentofpeoplewithinyourdepartmentorareaofresponsibility,togetthebestoutofthemforyourdepartment,thebusiness–andforthemselves.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。Asalways,whenattendingworkshops,itcanbehelpfultorememberwhowastherewithyou–incaseyouwanttocontacteachotherafterwards.MANAGINGTRAINING&DEVELOPMENTFORTHEBUSINESS管理培训与发展3-85您可以记下共同参加此次培训的学员信息：Youmightliketomakeanotehereoftheotherpeopleattendingyourworkshop:姓名/Name酒店/Hotel联系电话/ContactNumber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。Wehopeyouwillenjoyusingthisworkbook,andattendingtheworkshop.Ifyouhaveanyquestionsatall,thenpleasedonothesitatetoaskyourtutor/facilitator.MANAGINGTRAINING&DEVELOPMENTFORTHEBUSINESS管理培训与发展4-85目录/Contents页数/Page1目标介绍/Introduction&objectivesoftheworkshop第一部分SectionOne–Sessions61、介绍培训与发展/IntroductiontoTraining&Development112、明确角色与职责/Whodoesthat?–RolesandResponsibilities143、创建合适的环境/Howpeoplelearn–CreatingtheRightConditions224、运用系统的方法/WheredoIstart?–ApplyingaSystematicApproach255、识别培训需求与优先顺序－开始计划/Identifyingbusinessneedsandpriorities–StartingtoPlan446、制定计划—为部门和个人/Makingaplan–PlanningforGroupsandIndividuals497、实施培训与发展/ImplementingTrainingandDevelopment548、回顾与评估/Whatdifferencediditmake?–Reviewing&Evaluation60个人学习笔记/PersonalLearningLog第二部分—案例分析/SectionTwo–CaseStudyExercise61案例分析练习CaseStudyExercises第三部分—回到工作岗位/SectionThree–Back-to-work69联系到工作岗位的练习活动Back-to-workActivities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。Thecontentabovecanallbefoundinthisworkbook.Youmightfindthatonyourworkshopyouspendmoretimeonsomeareas,andlesstimeonothers.Thisisbecauseyourtrainerwilltrytomeettheneedsofyourgroup.MANAGINGTRAINING&DEVELOPMENTFORTHEBUSINESS管理培训与发展5-85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？Beforeyoustartontherestofthecontent,itisworthspendingsometimethinkingaboutwhyyouareattending,whatyouwouldliketogainasaresult.Whatareyourpersonalaimsfortheworkshop?请把您的想法写下来：Writetheminhere: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Returntothemattheendoftheworkshopandcheckiftheyhavebeenmet.MANAGINGTRAINING&DEVELOPMENTFORTHEBUSINESS管理培训与发展6-85第一部分SECTION1第一章SessionOne介绍“培训与发展”IntroductiontoTraining&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。Inyourroleasadepartmentaltrainingco-ordinator,youwillberesponsibleformanyfactorsthathelpyourdepartmenttorunsmoothlyandcontributetomakingthebusinesssuccessful.在您所能控制的范围内，最为昂贵的项目—至少是最昂贵的之一—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。Withintheareasofyourcontrol,oneofthemost–ifnotthemost–expensiveitemsyoucontrolwillbethecostofemployingpeople.Thecostsaremadeupofmanythings.Therearedirectcostssuchaswagecosts,andthecostsoflabourturnoverandreplacingpeople.但更多是非直接成本—如员工犯错误、顾客不满意、员工对工作不能尽心尽力等。Therearealsomanyandvariedindirectcosts–suchasthecostsofmistakes,costsofdissatisfiedcustomers,costsofpeoplenotgivingtheirbestcommitmenttothejobetc.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。Becauseofthepotentialcosts,andtogainthebestresultsforthebusiness,itisimportantthatalldepartmentsareabletogetthebestfromtheindividualswithintheteam.Itisaprovenfactthattheskilfulmanagementoftraininganddevelopmentisaneffectivetooltohelpyoudothis.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。Ofcourse,ifyouareresponsibleforalargedepartment,orhaveanumberofpeopleinyourteam,youcannothopetodoallthetrain