飲食行業(yè)基于勝任特征管理培訓(xùn)

1、飲食行業(yè)基于勝任特征管理培訓(xùn)培訓(xùn)的目的 向企業(yè)雇員傳授廣泛的技能 利用培訓(xùn)強(qiáng)化雇員的獻(xiàn)身精神企業(yè)用于培訓(xùn)的投資 外企在員工培訓(xùn)上越來越重視，75以上的外企每年的培訓(xùn)費(fèi)占銷售收入的比例在15。其中內(nèi)訓(xùn)預(yù)算沒人每年為1930元，時(shí)間為8.85天/年；外訓(xùn)預(yù)算為1650元，時(shí)間為5.2天/年。調(diào)查顯示，培訓(xùn)費(fèi)較上一個(gè)財(cái)政年度穩(wěn)中有升。 2000/4/12中華英才網(wǎng)ChinaHR 的外企薪資調(diào)查（北京市西三角人事技術(shù)研究所舉辦） IBM、施樂、MOTOROLA等公司每年將其工資總額的510用于培訓(xùn)。兩種培訓(xùn) 上崗引導(dǎo)培訓(xùn) 在職開發(fā)的培訓(xùn)上上 崗崗 引引 導(dǎo)導(dǎo) 培培 訓(xùn)訓(xùn)新雇員上崗引導(dǎo)新雇員上崗引導(dǎo)(O

2、rienting New Employees) 定義：給新雇員介紹做好本職工作所必須的企業(yè)基本背景情況的過程。 功能：減少新雇員上崗初期的緊張不安及可能感受到的現(xiàn)實(shí)沖擊；使新雇員盡快熟悉企業(yè)的目標(biāo)、價(jià)值觀、工作任務(wù)、業(yè)績期望等。 程序 執(zhí)行者 工作標(biāo)準(zhǔn)新雇員上崗引導(dǎo)程序新雇員上崗引導(dǎo)程序準(zhǔn)備 迎新 企業(yè)基本情況介紹 工作基本情況介紹 核查與補(bǔ)充 簽訂協(xié)議與合同準(zhǔn)備階段的要求 執(zhí)行人：部門經(jīng)理 工作標(biāo)準(zhǔn)：新雇員上崗兩周前，部門經(jīng)理填寫“人員變動(dòng)通知單”并交給人力資源部；確定給新雇員介紹的內(nèi)容。 迎新迎新 階段的要求 執(zhí)行人：人力資源部 工作標(biāo)準(zhǔn)：新雇員上崗第一天到人力資源部報(bào)到；發(fā)給新雇員工作證

3、；雇員上崗需辦手續(xù)清單”，填寫所有與人力資源部有關(guān)的表。 企業(yè)基本情況介紹企業(yè)基本情況介紹 的要求 執(zhí)行人：人力資源部 工作標(biāo)準(zhǔn)：告訴新雇員上崗引導(dǎo)計(jì)劃； 通過視頻、手冊(cè)、印刷材料等手段，向新雇員介紹公司的傳統(tǒng)和價(jià)值觀、人事政策、公司組織結(jié)構(gòu)及運(yùn)營情況、工作績效評(píng)價(jià)、工資發(fā)放、加薪 與晉升、雇員福利等；將新雇員介紹給其部門經(jīng)理。 工作基本情況介紹工作基本情況介紹 的要求 執(zhí)行人：部門經(jīng)理 工作標(biāo)準(zhǔn)：按“新雇員上崗需辦手續(xù)清單”辦理自己職責(zé)范圍內(nèi)的手續(xù)；準(zhǔn)確講解新工作的要求、期望和規(guī)則；將新雇員介紹給他或她的新同事；請(qǐng)新同事向新雇員介紹他們?cè)诠竟ぷ鞯墓ぷ鹘?jīng)驗(yàn) 讓雇員熟悉工作場所；向雇員講解安全

4、措施和規(guī)章制度。 核查和補(bǔ)充核查和補(bǔ)充 執(zhí)行人：人力資源部、部門經(jīng)理 工作標(biāo)準(zhǔn)：核查新雇員有哪些上崗引導(dǎo)計(jì)劃中的內(nèi)容被忽略；對(duì)被忽略的部分進(jìn)行必要的補(bǔ)充。 簽訂協(xié)議及勞動(dòng)合同簽訂協(xié)議及勞動(dòng)合同 執(zhí)行人：人力資源部、新雇員 工作標(biāo)準(zhǔn)：簽創(chuàng)新和機(jī)密消息協(xié)議；簽與知識(shí)產(chǎn)權(quán)有關(guān)的協(xié)議；簽勞動(dòng)合同。 在在 職職 開開 發(fā)發(fā) 培培 訓(xùn)訓(xùn)培訓(xùn)與開發(fā)培訓(xùn)與開發(fā)(Training & Development) 定義：企業(yè)通過培訓(xùn)和開發(fā)項(xiàng)目改進(jìn)雇員能力水平和組織績效的一種有計(jì)劃的、連續(xù)的過程。 功能：提高企業(yè)生產(chǎn)率；防止企業(yè)各層次人雇員作知識(shí)和技能的退化；為完成更高層次的任務(wù)作好準(zhǔn)備。 程序 執(zhí)行者 工作

5、標(biāo)準(zhǔn)培訓(xùn)與開發(fā)程序培訓(xùn)與開發(fā)程序評(píng)估T&D需求 明確T&D目標(biāo) 選擇T&D方法 選擇T&D媒介 實(shí)施T&D計(jì)劃 評(píng)價(jià)T&D效果評(píng)估評(píng)估T&D需求需求 執(zhí)行人執(zhí)行人：人力資源部T&D經(jīng)理工作標(biāo)準(zhǔn)工作標(biāo)準(zhǔn)：評(píng)估新雇員的培訓(xùn)需求：任務(wù)分析 列出某項(xiàng)工作的主要任務(wù)和子任務(wù)； 說明執(zhí)行任務(wù)和子任務(wù)的頻率； 說明每項(xiàng)任務(wù)和子任務(wù)的完成的數(shù)量和質(zhì)量標(biāo)準(zhǔn)； 說明在什么條件下完成任務(wù)和子任務(wù)； 準(zhǔn)確說明每項(xiàng)任務(wù)和子任務(wù)所必需的知識(shí)和技能； 確定是在崗學(xué)習(xí)還是脫產(chǎn)學(xué)習(xí)； 確定在崗雇員的培訓(xùn)需求：工作績效分析 評(píng)價(jià)雇員當(dāng)前的工作績效； 核查當(dāng)前工作績效

6、與要求的工作績效之間的差距； 分析產(chǎn)生工作績效差距的原因； 確定誰需要接受培訓(xùn)； 確定需要進(jìn)行哪種培訓(xùn)； 明確明確T&D目標(biāo)目標(biāo) 執(zhí)行人：人力資源部T&D經(jīng)理、直線經(jīng)理 工作標(biāo)準(zhǔn)：詳細(xì)說明圓滿完成培訓(xùn)計(jì)劃后受訓(xùn)者能夠達(dá)到的知識(shí)和技能水平。 選擇選擇T&D 方法方法 執(zhí)行人：人力資源部T&D經(jīng)理 工作標(biāo)準(zhǔn)：根據(jù)培訓(xùn)和開發(fā)的特定對(duì)象和內(nèi)容，選擇適當(dāng)?shù)姆椒ê图夹g(shù)。 選擇選擇T&D媒介媒介 執(zhí)行人：人力資源部T&D經(jīng)理 工作標(biāo)準(zhǔn)：根據(jù)培訓(xùn)和開發(fā)的特定對(duì)象和內(nèi)容，選擇適當(dāng)?shù)拿浇椋纾憾嗝襟w、錄象帶、電影膠片、閉路電視、幻燈機(jī)、投影儀、掛圖和黑板等。 實(shí)施實(shí)

7、施T&D 計(jì)劃計(jì)劃 執(zhí)行人：人力資源部T&D經(jīng)理 工作標(biāo)準(zhǔn)：選擇合格的培訓(xùn)人員；根據(jù)培訓(xùn)目標(biāo)和選定的方法、媒體進(jìn)行培訓(xùn)；對(duì)培訓(xùn)過程進(jìn)行監(jiān)控。 評(píng)價(jià)評(píng)價(jià)T&D效果效果 執(zhí)行人：人力資源部T&D經(jīng)理 工作標(biāo)準(zhǔn)：評(píng)價(jià)受訓(xùn)者對(duì)培訓(xùn)計(jì)劃的反應(yīng)；確定他們是否學(xué)到了預(yù)期應(yīng)學(xué)到的原理、技能和事實(shí)；搜集受訓(xùn)者工作行為的變化情況；確定預(yù)先設(shè)定的培訓(xùn)目標(biāo)的完成程度。 一 個(gè) 例 子對(duì)銷售部經(jīng)理的培訓(xùn)職業(yè)心理素質(zhì)總要求職業(yè)心理素質(zhì)總要求 能表現(xiàn)出專業(yè)技巧、自信和專業(yè)技能；具有較強(qiáng)的競爭性、對(duì)待工作比較熱心和積極；能積極努力地達(dá)到個(gè)人、團(tuán)隊(duì)、地區(qū)和公司的目標(biāo)與目的。 職業(yè)心理素質(zhì)的具體要

8、求職業(yè)心理素質(zhì)的具體要求在與客戶交流溝通過程中表現(xiàn)出自信和自尊，能提供清晰、正確、真實(shí)的信息。即使是在處理困難的業(yè)務(wù)過程中，也能保持積極的心態(tài)在銷售過程中，能克服各種困難，頑強(qiáng)地追求實(shí)現(xiàn)既定的銷售目標(biāo)能夠?yàn)樽约航⒂刑魬?zhàn)性的銷售目標(biāo)，有成為最優(yōu)秀的銷售人員的強(qiáng)烈愿望為了促進(jìn)地區(qū)銷售和公司整個(gè)銷售的成功，能熱心地做出犧牲對(duì)基于勝任特征的工作規(guī)范的考 察Customer service in sales l Keep a customer first attitude l Use practical skills to create and keep customers l Recognise c

9、ustomers needs and know how to satisfy them l Find positive solutions to customer complaints l Recognize different customer personality types and the best way to handle themConsulting Skills in sales l Anticipates customers needs l Establish customer partnership l Identify needs l Recommends and lev

10、erage solutions l Facilitates customer decision making l Establish success indicators l Meet commitment/follow throughNeeds Identification Definition： Identifies, monitors, and measures the client or project needs.Behavioral Characteristics Know the clients business Know the clients organization goa

11、ls or the goals of the project Analyze the goals and assess what it would take to attain them; assess current ability to meet those needs Ask clients what they would like; survey clients Product knowledge Definition: Know the companys products and services; keeps knowledge current; knows the product

12、s/services features and benefits Behavioral Characteristics Consistently review company newsletters and other information sources Develop relationships with co-workers who are experts in other products/services Regularly review industry data/information for general trends Attend seminarsProspects Cl

13、ients Definition: Recognizes clients that are possible candidates for our services; refers these clients to a skilled professional that is able to service their needs Behavioral Characteristics Foster open communication with potential clients Assess specific areas of expertise of co-workers/professi

14、onals Maintain current and appropriate skilled professionals Build and maintain relationship with skilled professionals Introduce client and appropriate skilled professional; follow-up Client service Definition: Meets and exceeds the expectations & requirements of internal and external clients;

15、gets first had client information and uses it for improvement in products and services; talks and acts with clients in mindBehavioral Characteristics Anticipate or ask what the client wants and try to provide Initiate action/response to any client complaint/inquiry Act and respond in a timely effect

16、ive manner, even if just a follow-up Consider every client interaction important, whether internal or external client Cross-selling Definition Persuades and influences the client to accept other products and servicesBehavioral Characteristics Have thorough knowledge and understanding of applicable p

17、roducts and services Provide consistent exceptional support for existing products and services Know the clients business to see the applicability and value of other certain products/services Ask the client for the sale; customize the product/service if appropriate Handles difficult clients Definitio

18、n Handles and resolves clients complaints and problems. consistently probes client to identify a compromise or “win win” situation. Initiates follow-up communications to insure problem or compliant resolved Behavioral Characteristics Treat client with respect; show concern Listen attentively, do not

19、 interrupt to accept other calls Present options/multiple solutions for the client when possible Follow through and take action; communication situation and steps for resolution to others as appropriateRelationship management Definition Manages client relationships with the organization. Understands

20、 and plans clients portfolios. Insures maintenance of relationship of relationship and optimizes sales opportunities.Behavioral Characteristics Build relationship with clients; communicate effectively Anticipate or ask about their needs; maintain open two-way communication Have thorough knowledge an

21、d understanding of applicable products/services Follow-up with accurate and timely information and proposals Sales closing Definition Presents the product to the client. Brings the client to conclusion, acceptance, and purchase of the product.Behavioral Characteristics Review client needs and areas

22、of strength that relate in the proposal; emphasize strengths Make any possible modifications to suit client needs Ask for the sale Address any issues or concerns in a timely, efficient manner 編制三個(gè)問卷 組織分析問卷 人員分析問卷 任務(wù)分析問卷常見的培訓(xùn)技術(shù) 在職培訓(xùn) 工作指導(dǎo)培訓(xùn) 講座 視聽技術(shù) 遠(yuǎn)距離培訓(xùn) 程序化教學(xué)新雇員模擬培訓(xùn)制定培訓(xùn)開發(fā)方案并實(shí)施一一 種種 五五 部部 教教 學(xué)學(xué) 法法Five

23、 Teaching StrategiesnCooperative LearningnInquirynQuestions and AnswersnSimulationnDemonstration1. Cooperative LearningCL refers to a set of instructional methods in which students work in small mixed ability learning teams.Each student responds for not only for learning material in class, but also

24、for teamwork learning.Six characteristics of CL )Heterogeneous )Positive Interdependence )Face-to-face interaction.talk to, listen to, connect with, ask.others )Individual accountability )Social and academic goals, Identification )Group processingTeachers ResponsibilitySelect topicsArrange groupPrep

25、are materialsGive a task statement and set up goalsSet up judging criteriaAnticipate and solve problemsGroup Working Behavior Participating in group activitiesStaying in the groupListeningAsking questions2. InquiryInquiry approaches begin with questions and rely on them heavily thereafter as ways to

26、 stimulate students exploration, discovery, and critical thinking about subject matter. (Question is the basic method.)An Inquiry Approach is built around:Hypothetical casesEntrapmentTracing consequencesQuestioning authorityThe classroom climate is very open for students questioning.The procedure ma

27、y vary from one situation to anotherThe major objectives of Inquiry: To develop experience; To explore; To discover facts, generalizations, and techniques.Alternative predictions are encouraged.Tracing consequences helps students gain better understanding.3.Questions & AnswersMain reasons for qu

28、estioning:To get students to participateTo check on students comprehensionTo track students attentionTo test students knowledge of a topic.To diagnose students weaknessesTo break the ice (let the discussion going)To allow a student to shine in front of his classmatesTo establish explanationTo review wo