Training & DevelopmentTopicsYour ObjectivesDo Organizations Need TrainingThe Gap ConceptTraining NeedsExercise 13 Reasons to Consider Conducting an Internal Needs AnalysisImportance of TrainingBenefits of TrainingWhat is Training?Differences between Training, Education & DevelopmentThe ASK ConceptExercise 2Five Principles of LearningA Systematic Approach to TrainingModel of the Training Process*Nine Steps in the Training Process1) Assessing Training NeedsExercise 3Response to exercise 32) Preparing Training PlanTraining Calendar ExampleIndividual Plans3) Specifying Training Objectives4) Designing the Training Program(s)5) Selecting Instructional Methods Note: This is the most important stepExercise 4Response to exercise 46) Completing the Training Plan7) Implementing the Training Program8) Evaluating the Training9) Planning Future TrainingA Training Lesson Plane.g. New Employee OrientationReferencesTraining & DevelopmentTraining as a management skill / Training and developing your staffHRT 382 - Week 42TopicsWhy do we Need Training?What is Training & Training Principles?A Systematic Approach to TrainingA Training Lesson Plan3Your ObjectivesFollowing this presentation you should be able to complete the following objectives:1. Describe why training is important and distinguish amongst training, education and development2. Define the ASK concept, and comment upon the relative difficulty in developing people’s attitudes, skills and knowledge3. List the nine steps in the training process and be able to explain each step with reference to hospitality examples4. Develop an appropriate training lesson plan.4Do Organizations Need TrainingThe answer is “YES”However, we must know the purpose and functions of training before we can use it.5The Gap ConceptPerformance/ResultsTimeExpected CurveActual CurveGapIn training terms this means we need to develop programs to fill the Gap1,000 Cars800 Cars200 Cars6Training NeedsThe reasons for not making the 1,000 cars:Not enough resourcesPoor machinesPoor staff skillsAs training experts we must analyze the situation to determine if:Expected result too highTarget achievableIs training the only way to make it happenAre there other factors.7Exercise 1Imagine you are the managing director of a full service restaurant. One day you receive a complaint letter from a guest reporting s/he was not satisfied with the follow up regarding their criticism of being overcharged in one of your restaurants.Why was the complaint made?Is there a training need?83 Reasons to Consider Conducting an Internal Needs Analysis1. Employee obsolescence/out-dated – Technical advancements, cultural changes, new systems, computerization2. Career plateausNeed for education and training programs3. Employee TurnoverDevelopment plan for new employees9Importance of TrainingMaintains qualified products / servicesAchieves high service standardsProvides information for new comersRefreshes memory of old employeesAchieves learning about new things; technology, products / service deliveryReduces mistakes - minimizing costsOpportunity for staff to feedback / suggest improvementsImproves communication & relationships - better teamwork10Benefits of TrainingMost training is targeted to ensure trainees “learn” something they apply to their job.11What is Training?Training is a systematic process through which an organization’s human resources gain knowledge and develop skills by instruction and practical activities that result in improved corporate performance.12Differences between Training, Education & DevelopmentTraining is short term, task oriented and targeted on achieving a change of attitude, skills and knowledge in a specific area. It is usually job related.Education is a lifetime investment. It tends to be initiated by a person in the area of his/her interest Development is a long term investment in human resources.13The ASK ConceptIf we follow the GAP concept, training is simply a means to use activities to fill the gaps of performance between the actual results and the expected results.This GAP can be separated into 3 main themes1. Attitude2. Skills3. Knowledge14Exercise 2Rank ASK by difficulty to develop in peopleAttitudeSkillsKnowledge•Easy •Moderately difficult•Most difficult15Five Principles of LearningParticipation: involve trainees, learn by doingRepetition: repeat ideas & concepts to help people learnRelevance: learn better when material is meaningful and relatedTransference: to real world using simulationsFeedback: ask for it and adjust training methods to audience.16A Systematic Approachto TrainingKey Concepts in Preparing a Training PlanBefore you train and develop people identify what:They must know - before they can perform jobThey should know - to improve performanceWould be nice for them to know – but not necessary to perform duties.17Model of the Training Process*Assessment Stage Training Stage Evaluation StageOrganizational Needs AssessmentTask Need AssessmentDevelopment of Training ObjectivesDesign & Select ProceduresMeasure Training ResultsDevelopment of Criteria for Training EvaluationTrain Compare Results to CriteriaFeedback*Goldstein, I. (2002) Training in Organizations 4th Ed.18Nine Steps in the Training Process1. Assessing training needs2. Preparing training plan3. Specifying training objectives4. Designing the training program(s)5. Selecting the instructional methods6. Completing the training plan7. Implementing the training program8. Evaluating the training9. Planning future training191) Assessing Training NeedsConduct a training needs analysis by either one, or both, of the followingExternal approach (company, guests, society)Internal approach – using a staff opinion survey.20Exercise 3Imagine you are the manager of a factory with 500 workers making ice cream for export to Europe. What information and evidence do you need before you can say the employees need training?Try to list 5 ideas.21Response to exercise 3Accidents report Sick leave reportEmployee compensation statisticsProduct quality control reportWastage reportEfficiency reportMachinery out-of-order reportStaff discipline reportStaff enquiries & complaintsGuests complaintsRefusal of orders madeQuality of product reportMarket needs & trendsDemographic data & background