Lecture Supervision in the hospitality industry: Applied human resources (Fifth edition): Chapter 8 - Jack E. Miller, John R. Walker, Karen Eich Drummond

Chapter 8 - Employee training and development. This chapter presents the following content: Importance of training, who will do the training, how employees learn best, developing a job training program, retraining, orientation, overcoming obstacles to learning.
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Lecture Supervision in the hospitality industry: Applied human resources (Fifth edition): Chapter 8 - Jack E. Miller, John R. Walker, Karen Eich Drummond Chapter8EmployeeTrainingandDevelopment • ImportanceofTraining • WhoWillDotheTraining • HowEmployeesLearn Best • DevelopingaJobTraining Program • Retraining • Orientation • OvercomingObstaclesto 1 ImportanceofTrainingTeachingpeopleHowtodoTheirJobs: • Therearethreekindsoftraining: JobInstruction,Retraining,and Orientation. • Thebigsister,bigbrother,or buddysystemiswhenaoldhand showsanewcomertheropes. • Whengoodtrainingisabsentthere islikelytobeanatmosphereof tension,crisis,andconflictbecause nobodyknowswhattodo. 2TheBenefitsofTraining • Givesthesupervisormoretimeto manage,standardizedperformance,less absenteeism,lessturnover,reduced tension,consistency,lowercosts,more customers,betterservice • Givestheworkersconfidencetodotheir jobs,reducestension,boostmoraleand jobsatisfaction,reducesinjuriesand accidents,givesthemachanceto advance. • Givesthebusinessagoodimageand moreprofit. 3Thenwhyistrainingoftenneglected? • Urgencyofneed • Trainingtime • Costs • Employeeturnover • Shorttermworker • Diversityofworker • Kindsofjobs(simplecomplex) • Notknowingexactlywhatyou wantyourpeopletodoandhow 4WhowilldotheTraining? • Themagicapronmethod:peopletrain themselvestheeasiestwaystogetthejob done,andwhatwillkeepthemfrom gettingintotrouble. • Thepersonthatisleavingtrains: teachesshortcutsandwaysofbreakingthe rules. • Bigsister,bigbrother,orbuddy method:passesonbadhabitsandmay resentnewpersonasacompetitor. • Thelogicalpersontotrainnewworkers isYOURSEF! 5HowdoEmployeesLearntheBest? • Learningistheacquisition ofskills,knowledge,or attitudes. • Theadultlearningtheory isafieldofresearchthat examineshowadultslearn. Anumberofthefollowing tipscomefromtheadult leaningtheory. 6 Howemployeeslearnthebest:• Whentheyareactivelyinvolvedin thelearningprocess(todothischoose aappropriateteachingmethod).• Trainingisrelevantandpractical.• Trainingmaterialisorganizedand presentedinchunks.• Trainingisinaninformal,quiet,and comfortablesetting.• Whentheyhaveagoodtrainer.• Whentheyreceivefeedbackon performance.• Whentheyarerewarded. 7 DevelopingaJobTrainingProgram• Trainingplan:Adetailedplanfor carryingoutemployeetrainingfor aunitofwork.• 1stestablishperformance standards:theyprovideaready madestructureforatraining program.• 2ndwriteatrainingobjective derivedformabove.• 3rdDevelopstandardprocedures (listtasksandspellthemout). 8DevelopingaUnitTrainingProgram • Thisistaughtinseveralsessions. • Itshouldprovidecheckpointsto measureprogress. • Shouldincludetwoelements: 1.Showingandtellingthe employeewhattodo. 2.Havingtheemployeedoit (right). • Locationshouldbequiet. • Trainingmaterialsshouldbethe sameasusedonthejob. 9 MovingfromPlantoAction• Trainingpeoplewithsome experiencebeginswitha pretest.• Carryoutthetraining programwithemployees whodonotmeetstandards.• Oncethetrainingprocessis completeEVALUATE. 10 Evaluation• Formalevaluation:uses observation,interviews,and surveystomonitortrainingwhile itsgoingon.• Summativeevaluation:measures resultswhentrainingiscompletein fiveways: 1.Reaction 2.Knowledge 3.Behavior 4.Attitudes 5.Productivity 11JobInstructionTraining(JIT) • Alsocalledonthejobtraining. • Consistsof4steps: 1.Preparethelearner 2.Demonstratethetask 3.Havetheworkerdothetask 4.Followthrough:putthe workeronthejob,correctingand supportingasnessicary. 12 ClassroomTrainingSkills• Beawareofappropriatebody languageandspeech.• Watchhowyoutalktoemployees. Coveyrespectandappreciation.• Handleproblembehaviorsinan effectivemanner.• Avoidtimewasters.• Facilitateemployeeparticipation anddiscussion.• Usevisualaidstoavoidconstantly referringtonotes. 13Retraining• Neededwhenchangesaremadethat affectthejob,employeesperformance dropsbelowpar,orwhentheworker ...