雇員培訓(xùn)與開發(fā)課件(PPT 45頁)

1、第七講 雇員培訓(xùn)與開發(fā)Chapter 7Training and Developing Employees第1頁，共45頁。Opening case:施樂公司獲取競(jìng)爭(zhēng)優(yōu)勢(shì)Gaining competitive advantage at XeroxThe problem: 市場(chǎng)份額嚴(yán)重下滑A severe drop in market shareThe solution:通過質(zhì)量來領(lǐng)導(dǎo)的五年計(jì)劃Five-year program entitled “Leadership through quality.”培訓(xùn)課程目的是在質(zhì)量改進(jìn)方案中能夠完成他們的新任務(wù)Training courses: Hel

2、ping to fulfill their new roles 引導(dǎo)培訓(xùn)-針對(duì)團(tuán)隊(duì)有效性和解決問題的技能培訓(xùn)-在工作中實(shí)踐并反饋Orientation-Training focused on effective teamwork and problem-solving skills.-practice and feedbackThe result:消費(fèi)者的滿意度增加了40%，同時(shí)有關(guān)質(zhì)量的 投訴下降了60%Employees were now working together as teams to identify and correct quality production and ser

3、vice problems.第2頁，共45頁。Chapter outline7.1 把培訓(xùn)開發(fā)與競(jìng)爭(zhēng)優(yōu)勢(shì)聯(lián)系起來Linking training and development to competitive advantage7.2 有效培訓(xùn)的指導(dǎo)過程The instructional process to training How companies assess their training needsPresent training programs to maximize learningMethods of training Ensure training is transferre

4、d to the jobTraining evaluation7. 3基層經(jīng)理與人力資源部門的角色 line manages and HRM departments roles第3頁，共45頁。7.1 Linking training and development to competitive advantage1.提高工人的能力2 減少不希望人員的流動(dòng)率3培訓(xùn)和開發(fā)的成本效益第4頁，共45頁。Training and Development Practices and Links to worker competence TrainEmployeesCompetitiveAdvantage

5、Permanent ChangeIn KSAs Of NewEmployeesPermanent ChangeIn KSAs Of CurrentEmployeesImproved Employee Competence第5頁，共45頁。提高新雇員能力的培訓(xùn)Training That Increases the Competence of New Employees引導(dǎo)培訓(xùn)Orientation技術(shù)培訓(xùn)Technical文化培訓(xùn)Literacy第6頁，共45頁。提高現(xiàn)有雇員能力的培訓(xùn)Training That Increases the Competence of Current Employ

6、ees糾正性培訓(xùn)Remedial與變革有關(guān)的培訓(xùn)Change-related開發(fā)性培訓(xùn)Developmental instruction第7頁，共45頁。 美國90%的公司有正式的培訓(xùn)預(yù)算美國雇員每年平均接受15小時(shí)的培訓(xùn)，每年美國用于培訓(xùn)的小時(shí)數(shù)總計(jì)為150億小時(shí)摩托羅拉1992年職工教育經(jīng)費(fèi)增加400萬美圓，新增課程100余種，公司獲利5億美圓，培訓(xùn)回報(bào)是30：1，投入一美圓，三年內(nèi)生產(chǎn)率方面收回30美圓。許多美國組織的培訓(xùn)效果令人沮喪。在有代表性的公司中，約有一半公司的培訓(xùn)成本被浪費(fèi)了，僅有10%的培訓(xùn)學(xué)習(xí)材料被真正用于工作。第8頁，共45頁。7.2 培訓(xùn)方案的有效指導(dǎo)過程The Ins

7、tructional Process7.2.1決定教什么Deciding what to teach7.2.2決定怎樣使參加培訓(xùn)者的學(xué)習(xí)效果達(dá)到最大Deciding how to maximize participant learning7.2.3選擇恰當(dāng)?shù)呐嘤?xùn)方法Choosing the appropriate training methods7.2.4保證培訓(xùn)所學(xué)被用在工作上Ensuring that training is used on the job7.2. 5確定培訓(xùn)方案是否有效Determining whether training programs are effective第

8、9頁，共45頁。 7.2.1決定教什么Deciding What to Teach評(píng)估培訓(xùn)需要Assessing training needs確定培訓(xùn)目標(biāo)Determining training objectives第10頁，共45頁。Training Need工作行為不恰當(dāng)Job behavior inappropriate or知識(shí)技能水平不足Knowledge or skill level inadequate and問題能通過培訓(xùn)糾正Problems can be corrected through training第11頁，共45頁。評(píng)價(jià)培訓(xùn)需求的重要性Assessing Train

9、ing Needs技術(shù)不足的雇員的數(shù)目Number of employees experiencing skill deficiency技術(shù)不足的嚴(yán)重程度Severity of skill deficiency某種技能對(duì)達(dá)到組織目標(biāo)的重要性Importance of skill技能能通過培訓(xùn)得到提高的程度Extent to which skill can be improved with training第12頁，共45頁。確定培訓(xùn)需求的方法Methods for Determining Training Needs自我評(píng)價(jià)Self-assessments公司記錄Company records

10、顧客投訴Customer complaints平等就業(yè)機(jī)會(huì)指控EEO charges雇員不滿Employee grievances與部門經(jīng)理面談Interviews with managers顧客滿意度調(diào)查Customer satisfaction surveys觀察Observation第13頁，共45頁。確定培訓(xùn)目標(biāo)Determining Training Objectives在本節(jié)培訓(xùn)之后，受訓(xùn)者能夠在*條件下做*事。 達(dá)到*標(biāo)準(zhǔn)By the end of this session the trainee will be able to_ (an action word)_ (item)

11、_ (condition)_ (standard)_第14頁，共45頁。Training Objective ExampleBy the end of this session the trainee will be able todesign (action word)an integrated circuit (item)given an engineering specification (condition)The design must be efficient and work. (standard)第15頁，共45頁。7.2.2決定怎樣使參加培訓(xùn)者的學(xué)習(xí)效果達(dá)到最大Decidin

12、g How to Maximize Participant Learning贏得和保持學(xué)員的關(guān)注Gain and maintain trainees attention.提供學(xué)員實(shí)踐的機(jī)會(huì)Provide trainees opportunity to practice.提供反饋Provide trainees feedback on performance.第16頁，共45頁。如何贏得和保持學(xué)員的關(guān)注To Gain and Maintain Trainees Attention闡述培訓(xùn)的重要性和相關(guān)性Demonstrate training importance and relevance.變

13、化展示材料的速度和種類Vary pace and kind of material presented.將培訓(xùn)內(nèi)容分成小塊講解，并經(jīng)常留出機(jī)會(huì)讓聽眾參與Use short segments involving frequent opportunities for audience involvement.第17頁，共45頁。記憶力RememberingHear 25%Hear & see 45%Hear, see, & do 70%Improves remembering第18頁，共45頁。實(shí)踐Practice分散式實(shí)踐Distributed practicesegments or sessi

14、onsleads to better long-term retention集中式實(shí)踐Massed practiceone longer session整體法Whole taskwhen material is simple部分法Part taskwhen material is complex第19頁，共45頁。反饋Feedback積極的反饋：對(duì)于正確的任務(wù)執(zhí)行Positive: for correct task performance糾正性反饋：使其了解錯(cuò)在那。如何改正Corrective: what is wrong and how it can be corrected第20頁，共45

15、頁。7.2.3. 選折合適的培訓(xùn)方法Choosing Appropriate Instructional Methods在職培訓(xùn)On-the-job training工作指導(dǎo)培訓(xùn)Job instruction training講授法Lecture案例方法Case method角色扮演Role playing行為模仿Behavior modeling電腦化指導(dǎo)Computer-based視頻培訓(xùn)Video training第21頁，共45頁。設(shè)計(jì)成功的在職培訓(xùn)方案Designing On-The-Job Training列出需要學(xué)習(xí)的技能List skills trainees need to

16、learn.設(shè)定學(xué)習(xí)目標(biāo)Set learning objectives.讓受訓(xùn)者有機(jī)會(huì)觀察稱職的員工執(zhí)行任務(wù)Have trainee observe competent worker.展示任務(wù)并解釋如何，為何Demonstrate tasks explaining “hows” and “whys.”給受訓(xùn)者機(jī)會(huì)實(shí)踐任務(wù)Give trainee opportunity to practice task.給予反饋Give trainee feedback.第22頁，共45頁。設(shè)計(jì)工作指導(dǎo)培訓(xùn)Designing Job Instruction Training確定工作步驟Identify job

17、breakdown (step-by-step).描述每一步的關(guān)鍵點(diǎn)Describe key points for each step:make or break?potential dangers?Poi分nters?解釋并演示任務(wù)Explain and demonstrate task.允許受訓(xùn)者一次一步驟執(zhí)行任務(wù)，給予 反饋Allow trainee to perform task, one step at a time.第23頁，共45頁。講授法Lecture最適合于以簡(jiǎn)單獲取知識(shí)為目的的情形Most appropriate for situations where simple ac

18、quisition of knowledge is the goal必須使材料變得Must be meaningful鼓勵(lì)提問和討論Must promote questions and discussions第24頁，共45頁。講授法的不足Lecture: Disadvantages單向交流One-way communication較少機(jī)會(huì)解釋Less opportunity to clarify第25頁，共45頁。案例分析Case Method分析描述現(xiàn)實(shí)工作情形的案例Analyze cases depicting realistic job situations教如何發(fā)現(xiàn)潛在的問題并提出切

19、合實(shí)際的行動(dòng)方案Teach trainees how to identify potential problems and recommend realistic actions“Guided discovery”培訓(xùn)者的角色：向?qū)rainer role: guide/facilitator 第26頁，共45頁。案例分析的不足Case Method: Disadvantages缺少指導(dǎo)Lack of direction缺少實(shí)踐的機(jī)會(huì)Lack of opportunity to practice第27頁，共45頁。角色扮演Role Playing受訓(xùn)者自發(fā)地表演出涉及人際互動(dòng)的問題A trai

20、ning method in which trainees spontaneously act out some problem involving human interaction.用于開發(fā)涉及任何人際互動(dòng)領(lǐng)域的技能：Presents some problem involving human interaction反饋環(huán)節(jié)涉及的問題：Issues addressed during feedback有那些地方做得對(duì)What was correct?那些地方做得不對(duì)What was incorrect?給其他人造成什么感受How did it make others feel?原本可以怎樣更有

21、效的處理How could it have been handled better?第28頁，共45頁。Role Playing用途：人際技能和推銷技巧Uses: human relations skills; sales techniques實(shí)踐的機(jī)會(huì)Opportunity to practice不足：Disadvantages:沒有指導(dǎo)Little guidance引起尷尬和喪失自信Embarrassment; loss of self-confidence缺少改正的機(jī)會(huì)Lack of opportunity to do correctly第29頁，共45頁。行為模仿的步驟Behavior

22、 Modeling Steps對(duì)材料進(jìn)行概覽Present an overview of the material.2.描述實(shí)施步驟Describe the procedural steps.(the best way)3.模仿或演示過程的步驟Model or demonstrate the procedural steps.4.允許有指導(dǎo)的實(shí)踐Allow guided practice.(feedback during the skill practice)進(jìn)行在職強(qiáng)化Provide on-the-job reinforcement. 受訓(xùn)者看任務(wù)的執(zhí)行過程，并帶著反饋去實(shí)踐任務(wù)直到熟練A

23、training method in which trainees are shown how a task should be performed and then practice the task with feedback until they are competent.第30頁，共45頁。電腦化指導(dǎo)Computer-Based Instruction使用電腦，通過操練/輔導(dǎo)、游戲、和模擬過程對(duì)學(xué)員進(jìn)行指導(dǎo)A training method that uses a computer to instruct students through drills /tutorials, gam

24、es,and simulations.DrillsGamesComputer simulations第31頁，共45頁。電腦化指導(dǎo)Computer-Based Instruction優(yōu)點(diǎn)Advantages交互性Interactivity自我調(diào)速式學(xué)習(xí)Self-paced無須承擔(dān)拿實(shí)際設(shè)備做培訓(xùn)工具帶來的相關(guān)成本和風(fēng)險(xiǎn)Consequences of mistakes less costly缺點(diǎn)Disadvantages昂貴Expensive計(jì)算機(jī)恐懼癥“Computer phobia”第32頁，共45頁。在線的電腦化指導(dǎo)On-Line Computer-Based InstructionAdv

25、antages節(jié)約成本Cost savings便利convenienceDisadvantages沒有可見的指導(dǎo)者Instructor not present有些培訓(xùn)方法不可用Some training not feasible第33頁，共45頁。視頻培訓(xùn)Video Training展示預(yù)先錄制的內(nèi)容以說明問題Present prerecorded content to demonstrate a point錄制和重放受訓(xùn)者在課程中的表現(xiàn)Can record and play back trainees performance第34頁，共45頁。互動(dòng)性視頻培訓(xùn)Interactive Video

26、 Training結(jié)合計(jì)算機(jī)和錄象的技術(shù)Combines computer and video technology如果犯錯(cuò)誤會(huì)產(chǎn)生嚴(yán)重后果，運(yùn)用尤為有效Useful when human error has grave consequences第35頁，共45頁。7.2.4培訓(xùn)的轉(zhuǎn)化Transfer of TrainingFrom ClassroomTo Job第36頁，共45頁。為何通常只有10%的培訓(xùn)信息被轉(zhuǎn)移到工作中？Why Transfer of Training Fails工作環(huán)境Work environment,such as productivity pressures,lac

27、k of supervisory support, and pressures to do the job just like everyone else.未能事先了解材料Dont learn material in the first place不懂得如何將培訓(xùn)信息運(yùn)用于現(xiàn)實(shí)Dont understand “real life” applications缺少自信Lack of confidence忘記材料Forgetting the material總想恢復(fù)舊的行為Temptations to regress第37頁，共45頁。 確保培訓(xùn)轉(zhuǎn)移到工作中Ensure That Training

28、is Used on the Job過度學(xué)習(xí)Overlearning將課程內(nèi)容與工作相結(jié)合Matching course content to the job行動(dòng)計(jì)劃Action plans多階段培訓(xùn)方案Multiphase programming績(jī)效輔助物Performance aids培訓(xùn)的后續(xù)資源Post-training follow-up resources營造支持性的工作環(huán)境Building a supportive work environment第38頁，共45頁。7.2.5.確定培訓(xùn)方案是否有效 Determining Whether Training Programs ar

29、e Effective評(píng)價(jià)什么What to evaluate評(píng)價(jià)設(shè)計(jì)Evaluation design第39頁，共45頁。評(píng)價(jià)什么What to Evaluate課程內(nèi)容，課程介紹，培訓(xùn)轉(zhuǎn)移，成本有效性Program content, program presentation, transfer of training, cost effectiveness培訓(xùn)測(cè)量工具M(jìn)easuring instruments:受訓(xùn)人的反映Trainee reactions測(cè)試Testing績(jī)效評(píng)估Performance appraisal組織績(jī)效的記錄Records of organizational performance第40頁，共45頁。評(píng)價(jià)設(shè)計(jì)Evaluation Design培訓(xùn)組Trainee Group前測(cè)試Pretest后測(cè)試Post-test控制組ControlGroupPretestPost-test第41頁，共45頁。7.3 一線經(jīng)理的培訓(xùn)工作Line Managers and Training and Development提供引導(dǎo)培訓(xùn)Provide e