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KC……..TrainFortheFutureWelcomeTheWorldofFoodandBeverage欢迎来到餐饮世界TODAY今天的内容-TogetherwegoingtoLearnMore我们一起学习-TogetherwegoingtoDevelopourSkills我们一起提高技能-TogetherwegoingtoCoachourpeople我们一起指导员工CakeStorySESSION课程TIME时间WEDNESDAY星期三21MAR20072007年3月21日One第一部门10.00am–10.30amYouasRolesasCoach作为指导的角色MotivatingSubordinates激发员工10.30am–10.45amDiscussion/Break讨论时间Break休息Two第二部分10.45am–12.15pmCoachingProcess指导的步骤ProblemSolving&DecisionMaking问题处理以及决策制定12.15pm–1.15pmLunch午餐Lunch午餐Three第三部分1.15pm–2.30pmImprovingCommunication改善沟通效果HowtoDisciplineStaff2.30pm–3.00pmDiscussion/Break讨论时间Break休息Four第四部分3.00pm–4.00pmLeadershipSkills领导技能BuildingaWinningTeam创建成功的团队Five第五部分OurInterContinentalFoodandBeverageConcept洲际酒店餐饮设施概念SlidesDiscussion/NextWeek下周讨论ProgrammeObjective课程目标•Beabletoenhanceyourknowledge&understandingfunctions,roles&responsibilitiesasCoach对指导者一角的职能，角色，责任的认识有大幅提高•BeabletopolishyourskillsinCommunication,leadership,motivation,problemsolvinganddecisionmakingwhichareessentialtoeffectiveCoach.提高你的沟通技巧，领导能力，驱动能力，问题解决能力以及决策制定能力等作为有效指导者所必备的素质•UnderstandourF&Bconcept了解餐饮设施概念Attheendofthisprogramme,youwill:本课结束后，你将会：ClassroomRules培训纪律CanWe………准备好开始了吗？Doyouknowthisplace??你知道图片所示的地方吗？Whatismandoing?????这个人在做什么？LessonweLearn:-由此得知：1)Ifyouwantyourpeopletoknowtheirjob,youguideandshowthem!!!如果想让你的员工了解他们的工作，需指导并且展示给他们！LessonweLearn:-由此得知：2)Ifyouwantyourpeopletosuccessyouneedtohaveasuccessfulmindtoo想让你的团队取得成功，你必须有真知灼见。LessonweLearn:-由此得知：3)Ifwewhatthemtowinyoumustgetreadyyourwinningformula想让你的团队取得成功，你必须准备好成功的规则LessonweLearn:-由此得知：4)Lastly,ifyouwantyourpeopletosupportyouandourcustomers,youneedtosupportthemtooooooo最后，想要员工支持你的工作和更好的服务客人，你必须给予他们你的支持YouasRolesasCoach作为指导者的角色YouasaCoach你作为指导者的角色YOU你UpperManagement上级管理人员Governmental官方MiddleManagement中层管理人员IndustryDemands行业需求Employee员工InternalGuests内部客人Guests客人Suppliers供应商ResponsibilitiesofCoaches指导者的责任•Bosses对你的老板Meetingqualitystandards保持公司标准Operatingwithinbudgetlimitations在预算范围内很好的运作餐厅Maintainingrecords保持重要记录Writingreportsontime及时撰写报告•Staff对你的员工Providingsafeworkingenvironment提供安全工作环境Representingyouremployees’concernstoupper-management将员工所关注的问题反映给上层领导Beingconsistentandfairinalldecisionsthatyouremployee对所有员工保持决策的公正性Providingopportunitiestohelpgoodworkersgetahead为表现好的员工创造提高的机会ResponsibilitiesofCoaches指导者的责任•Coaches对指导者Providingthebenefitofyourexperience从经验中获益Helpingcoordinateeffortsamongdepartments协助部门间沟通ResponsibilitiesofCoaches指导者的责任•Guests对客人Providingapleasantexperience提供愉悦的体验Providinggoodproducts/services提供优质的产品和服务ResponsibilitiesofSupervision指导者的责任NowIKnow…..现在我知道……•Thatlearningaboutpeopleratherthantasks学习了解我的员工而不仅仅是工作本身•Thatemployeesatalllevelsdependonmetogetthejobdone员工依靠我的指导完成他们的工作•HelpingInterContinentalCenturyCityChengduHotelmeetsitsobjectives帮助成都世纪城洲际大饭店取得成功SupervisingUp对待上级•Stateyourthoughtsinterms将你的意见归成条•Makesureinformationisaccurateandcomplete确保所传达信息的准确和完整•Writedownideas将你的想法写下来•Bebrief简洁明了•Beawareofvoice&body注意声调和体态TIPSforgettingbosstolisten使老板听你讲话的几窍门•Tellthem,‘We’regoingtodothis,’not,‘Youaregoingtodothis.’告诉他们：“我们会……”，而不是：“你们会……”•Besincere真诚的对待他们•Makebusinessdecisions,notpersonaldecisions根据经营需要而不是个人需要做出决策SupervisingDown对待下级TIPSforworkingwithyouremployees和员工相处的几点窍门•“Friendly,FairandFirm”友好，公正，意志坚定•Beconsistent保持一致•Praiseyourstaffwhentheydidagoodjob表扬鼓励员工•Discussion讨论时间•RecaptheCoachesRoles复习指导者的角色StageWalkingCoachingProcess…….指导的步骤“Whosayselephantscan’tdance?”谁说大象不能跳舞？~LouGerstner~FunctionsofManagement管理职能COACHINGPROCESS指导的步骤Planning计划Oganising组织Leading领导Controlling控制Thesethingswillhelpmeinplanningactivities:以下将帮助我们进行计划工作•Settingasidetimeforplanning抽出时间做工作计划•Gatheringallnecessaryinformation收集所有必要信息•Lettingemployeeshelpmeplanning让员工协助制定计划•Makingflexibleplan制定灵活的计划…Cont’•Usingemployee,equipment,andresourceswisely精明的运用员工，设备以及其他资源•Evaluatingmyplan对计划做出评估•Completingmyplanontime准时完成计划•Consideringanemployee’spersonalqualitieswhenassigningjobresponsibilities结合员工的不同所长分配工作•Trainingemployeeswhoneedtoimprovetheirskills对工作技能有待提高的员工进行培训•Coordinatingresourceseffectively有效调整利用资源Thesethingswillhelpmeinorganisingactivities:以下将帮助我们进行组织工作：…Cont’•Tellingemployeesthattheirworkaffectsotherdepartments告诉员工他们的工作成效会影响其他部门工作的展开•Showingemployeeshowtheycanworkwithotherdepartmentstogetjobdone向员工展示怎样和其他部门合作完成任务•Tellingmystaffwhat’sexpectedofthem告知员工你对他们的期望•Showingapositiveattitude表现出积极的工作态度•Complimentingemployeesfortheirgoodperformance称赞员工的好的表现•Seekingemployeesuggestions寻求员工的意见Thesethingswillhelpmeinleadingactivities:以下将帮助我们领导员工…Cont’•Thankingandrewardingemployeeswhoperformwell感谢并奖励表现好的员工•Settingagoodexamplethroughmybehavior通过自己的行为树立好的榜样•Standingupforemployeeswhentheyneedmysupport当员工需要的时候站出来为他们说话•Helpingemployeestoimprove帮助员工改进工作•Knowingthatsometimesweneedtochangehowthingsaredoneinordertomeetgoals明白有时候我们需要改变做事的方式以达到效果的道理•Knowingthatpreventingproblemsanderrorsiseasierthatcorrectingthem了解预防问题比纠正问题要容易Thesethingswillhelpmeincontrollingactivities:以下将帮助我们进行控制工作…Cont’•Knowingthatoperatingwithinmydepartmentalbudgetisanimportanttoolincontrol了解：在预算范围内经营餐厅是控制的重要方面•Trackingtheworstproblemsandblocksfirst跟踪可能出现的最坏的问题