hft 2220 chapter 6 orientation and training. orientation why do we do it? why do we do it?
TRANSCRIPT
HFT 2220HFT 2220
Chapter 6Chapter 6
Orientation andOrientation and
TrainingTraining
OrientationOrientation
• Why do we do it?Why do we do it?
Orientation Participation
Should include all levels of managementOrientation should be done for new
managers as well as new hourly employees
Should make new employee comfortable with new surroundings
Helps the employee to see how their job fits in to the overall picture
Orientation Should Include
Organizational policiesOperational policiesTourDepartmental responsibilitiesJob responsibilitiesSafety procedures
Training
Hospitality is a service business, a product produced and delivered at the same time
Training is a never ending process
Four stages of the Training Four stages of the Training ProcessProcess
► Needs assessmentNeeds assessment
► Establishment of Establishment of training criteriatraining criteria
► Pre-testingPre-testing
► ImplementationImplementation
► Identification of Identification of training objectivestraining objectives
► Selection of traineesSelection of trainees
► Selecting proper Selecting proper training methods & training methods & techniquestechniques
► Evaluation of Evaluation of trainingtraining
Four Step Method of Training Four Step Method of Training EmployeesEmployees
►1) Prepare to train1) Prepare to train►2) Conduct the training2) Conduct the training►3) Coach Trial Performance3) Coach Trial Performance►4) Follow through4) Follow through
Step 1: Prepare to TrainStep 1: Prepare to Train
► Are employees Are employees new?new?
► Increase in Increase in complaints?complaints?
► Crisis Management?Crisis Management?► High turnoverHigh turnover► AbsenteeismAbsenteeism► New equipment or New equipment or
procedures?procedures?
► Higher costs?Higher costs?► Increase in Increase in
accidents?accidents?► Increase in mistakesIncrease in mistakes► Productivity?Productivity?► Performance?Performance?
Trend AnalysisTrend Analysis
► Identify and use sources of data that Identify and use sources of data that can provide valuable information can provide valuable information regarding training needs.regarding training needs. Performance reviewsPerformance reviews Absentee recordsAbsentee records TurnoverTurnover Complaint logsComplaint logs Exit interviewsExit interviews
Job AnalysisJob Analysis
Task listTask list
Job breakdownJob breakdown
Set Training ObjectivesSet Training Objectives
Outline what a trainee should know and be Outline what a trainee should know and be able to do after trainingable to do after training Provide focus for training activitiesProvide focus for training activities Alleviate trainee stressAlleviate trainee stress Objective should be reachedObjective should be reached FacilitationFacilitation
Know your ParticipantsKnow your Participants
Different learning stylesDifferent learning styles Visual learnersVisual learners Auditory learnersAuditory learners Kinesthetic learnersKinesthetic learners
Visual LearnersVisual Learners
Prefers note takingPrefers note taking
Learns by seeingLearns by seeing
Thinks in images or pictures rather than Thinks in images or pictures rather than wordswords
Benefits from illustrationsBenefits from illustrations Charts, graphs videosCharts, graphs videos
Auditory LearnersAuditory Learners
Learns by hearingLearns by hearing
Handouts are more helpful after hearing it Handouts are more helpful after hearing it spokenspoken
Learns best when hears someone talk about an Learns best when hears someone talk about an idea or discussing it with someone elseidea or discussing it with someone else
Able to concentrate on what someone else is Able to concentrate on what someone else is sayingsaying Benefits from storytelling, small group discussionsBenefits from storytelling, small group discussions
Kinesthetic LearnersKinesthetic Learners
Hands on learnerHands on learner
Needs to be actively and physically involvedNeeds to be actively and physically involved
Likes to gestureLikes to gesture
Remember what was done but has difficulty Remember what was done but has difficulty remembering what was seen or saidremembering what was seen or said
Communicates by touchingCommunicates by touching
DoodlesDoodles Benefits from – role playing, practice, demonstrationsBenefits from – role playing, practice, demonstrations
Develop Lesson Plans & Support Develop Lesson Plans & Support the Trainingthe Training
Managers should:Managers should: Learn about the courseLearn about the course Communicate reasons for trainingCommunicate reasons for training Minimize interruptionsMinimize interruptions Debrief the employeesDebrief the employees Make the material part of the job cultureMake the material part of the job culture
Step 2: Conduct the Step 2: Conduct the TrainingTraining
T – Teach by showingT – Teach by showing R – Repeat until comfortableR – Repeat until comfortable A – Ask questionsA – Ask questions I – Imitate work conditionsI – Imitate work conditions N – Note good performanceN – Note good performance
Steps to FollowSteps to Follow
1) Go slowly1) Go slowly 2) Make sure everyone can see and hear2) Make sure everyone can see and hear 3) Sequence the tasks properly3) Sequence the tasks properly 4) Segment and pace the information4) Segment and pace the information 5) Discuss quality standards5) Discuss quality standards 6) Highlight safety issues6) Highlight safety issues 7) Go over each step at least twice7) Go over each step at least twice 8) Emphasize evaluation standards8) Emphasize evaluation standards 9) Avoid jargon9) Avoid jargon
Training TechniquesTraining Techniques
DemonstrationDemonstration ShadowingShadowing Role PlaysRole Plays
DemonstrationsDemonstrations
Advantages – Visual, gives a model to Advantages – Visual, gives a model to followfollow
Disadvantages – May require equipment Disadvantages – May require equipment or set up, not all trainees may be able to or set up, not all trainees may be able to see or hearsee or hear
ShadowingShadowing
AdvantagesAdvantages Takes place in the work settingTakes place in the work setting Can address language issuesCan address language issues Helps employee learn company cultureHelps employee learn company culture
DisadvantagesDisadvantages Depends on the trainerDepends on the trainer Trainee may pick up bad habitsTrainee may pick up bad habits
Role PlayRole Play
AdvantagesAdvantages Practice new skillsPractice new skills Trainer can see how well the trainee will doTrainer can see how well the trainee will do
DisadvantagesDisadvantages Must be taken seriouslyMust be taken seriously Everyone may not get a chance to Everyone may not get a chance to
participateparticipate
Step 3: Coach Trial Step 3: Coach Trial PerformancePerformance
Used for training job skills.Used for training job skills. Tips for coachingTips for coaching
– Remain relaxed and patientRemain relaxed and patient– ComplimentCompliment– Don’t push the traineeDon’t push the trainee– Spend more time on skills less Spend more time on skills less
understoodunderstood– Explain by telling whyExplain by telling why– Skills develop with practiceSkills develop with practice
Step 4: Follow ThroughStep 4: Follow Through
• Coaching must be on going
• Evaluate the training– Employee reaction– Learning acquired– On the job behaviors– Bottom line results
Questions?