04 HRM Chapter 4 Training and Development
04 HRM Chapter 4 Training and Development
Development
CHAPTER 4
Learning Objectives
Explaining how Training is an investment in the organization.
Understanding Training Design Process
Specifying the differences between training and development
Understanding the differences training methods
How training can contribute to companies’ business strategy.
Introducing Special Issues in Employee Development in
Hospitality
2 HRM 303
In Detail:
Employee Training:
1. Definition of training and development
2. Definition of jobs and careers
3. Training as an Investment
4. Process of Training
1. Needs Assessment
2. Designing Training Programs
3. Choosing Training Methods
4. Implementing Training Programs
5. Evaluating Training Programs
3
1. Training & Development: DEFINITIONS
Training: The education, instruction or teaching of a person to do
a specific job.
A worker gets training: may be taught to serve drinks in a bar
4
Careers & Jobs: DEFINITIONS
Career: A person’s progress or general course of action through
jobs or positions
Job: A post of employment; a full-time or part-time position
5
Why should companies invest in training
employees?
employees
companies
Benefits?
customers
6 HRM 303
3. Training as an Investment:
7
4. Training process
8 HRM 303
4. Training process: Needs Assessment
9
a) Develop needs assessments:
11
b) Conduct needs assessments:
Other ways to measure performance:
1. Attitude surveys
- To determine when training is required to improve the
behavioral side of service
2. Regular performance appraisals
- To identify which employees in need of training
3. Skills tests
- measure an employees ability to perform tasks
12
b) Conduct needs assessments:
13
4. Training process: Plan Training Programs
Steps:
a) Establish training objectives:
- Managers establish the goals of a training program
b) Establish training criteria:
- set the standards to measure effectiveness
c) Select trainees:
- be new or potential employees or current employees
d) Pre-test trainees:
- to establish the baseline of knowledge, skills, or abilities for
training
e) Design Training Programs
14
Training
Designing Training Programs:
Objectives
Training Criteria
For Who?
By Training Methods?
Trainees
15
a) Establish training objectives:
17
a) Establish training objectives:
18
b) Establish training criteria:
Criteria: a standard of judgment or criticism
Examples:
•Know to use new computerized check-in system
•Staff will be able to check in guests under 3 minutes
•Hotel will reduce number of check-in complaints by 50%
19
Give some criteria for result-training objectives
of a receptionist’s check-in guests procedure?
Speed of service
Average waiting time of guests
Attitude of receptionists when serving guests
Accuracy of service
Professionalism
etc
5 mins
20 HRM 303
c) Select trainees:
21
d) Pre-test trainees:
22
d) Design Training programs (modules):
23
Match Training Programs properly!
Training Programs Which employees?
Specific technical skills: Staffs & Supervisors
Table service skill, Bartender,
Upselling skill, etc
Training the trainers Managers
Handling problems skills All staff
Employee assessment skill Managers
25
Training methods for Staff:
• On-the-job training
• Off-the-job training What are
these? Give
• Coaching/mentoring
examples
• Programmed instruction
• Job instruction training (through a series of steps in a sequence)
- Procedure for serving wine
• Job rotation
26
4. Training Process:
Implementing Training Programs
27
4. Training Process:
Evaluating Training Programs:
28
4. Training Process:
Evaluating Training Programs
30
Employee Development
31 HRM 303
2. Employee Development: Definitions
Development:
Career development, management development & career planning
refer to training for managers & future managers
A manager gets development: develop decision-making skills
Focus:
Current Future
Use of Work
Experience: Low High
Goal:
Preparation for Preparation for
current job changes
Participation:
Required Voluntary
2. Employee Development: Approaches
35
Approach b) Assessment:
Involves:
Collecting information and providing feedback to employees
Includes their behavior, communication style or skills
Used to identify employees with management potential
Also used to measure:
Potential of managers to move to executive level positions
Team members’ strengths & weaknesses
Decision-making process and communication styles that may
affect productivity
Methods of assessment vary: performance evaluations,
psychological tests, self/peer/managers’ ratings
36
Types of Assessment Tools:
i. Personality tests
ii. Myers-Briggs Type Indicator Personality Inventory
iii. Assessment Center
iv. Performance Appraisals & 360-Degree Feedback
37
Types of Assessment Tools:
i. Personality tests
38
Types of Assessment Tools:
ii. Myers-Briggs Type Indicator Personality Inventory
39
Types of Assessment Tools: ii. Myers-Briggs
Type Indicator Personality Inventory (cont.)
40
www. Tracnghiemmbti.com
41
Types of Assessment Tools:
iii. Assessment Center
42
Types of Assessment Tools:
iii. Assessment Center (cont’d)
43
Examples of Skills Measured by Assessment Center
Exercises
Types of Assessment Tools:
iv. Performance Appraisals & 360-Degree Feedback
• Measurement of a manager’s performance:
• Through assessment by supervisors and subordinates, peers
and customers
• Provides broader feedback for the employee
45
iv. Performance Appraisals & 360-Degree
Feedback
46 HRM 303
Types of Assessment Tools:
iv. Performance Appraisals & 360-Degree Feedback
Challenges include:
• Confidentiality must be maintained
• Results must be shared and accepted by the employee
• Questionnaire must relate to the employees job
• Shouldn’t be used as a popularity contest
47
Approaches to Employee Development:
c) Job experiences
Most employee development occurs through job experience
Relationships, problems, demands, tasks
Learning job experiences include:
Job assignment (ex: being put in a challenging situation)
Interpersonal relationships (ex: getting along with supervisors)
Transitions (ex: completely new experiences)
48
Approach c) Job experiences
Using job experiences for employee development:
i. Job enlargement
ii. Job rotation
iii. Transfers
iv. Promotions
v. Downward moves
vi. Temporary assignments
49
Approach c) Job experiences
50
Approach c) Job experiences
i. Job enlargement:
Adding challenges or responsibilities to
an existing employees job
Special projects
Switching roles within a work team
Doing research
Helps companies fill roles
Gives employee opportunity to learn
new job
51
Approach c) Job experiences
ii. Job rotation:
• Expand workers’ knowledge of the company as well as skills
• Can be used for all employees, not just managers
52
Approach c) Job experiences
iii. Transfers:
• Can be upward (promotion), lateral or downward
• Employees are assigned jobs in different areas of the company
• Lateral changes: made at similar levels of the organization but in
different functions or positions
iv. Promotions: advancements into positions with greater responsibility
v. Downward moves: when employees are given less responsibility—
can be a demotion because of poor performance
53
Approach c) Job experiences
vi. Temporary assignments:
Exchange jobs with external partners
Sabbatical: leave of absence from the company
May receive full pay and benefits
Job waiting for them when they return
Volunteer assignments
Charities, groups doing work to improve society
54
Approach d) Interpersonal relationships:
55
Approach d) Interpersonal relationships:
Mentoring programs:
Often informal but more successful ones are formally structured
by the employer
Mentors are selected based on interpersonal and technical skills
Mentors are trained on how to best assist their protégé
56
Approach d) Interpersonal relationships:
Mentoring programs:
Benefits include:
Protégé receives career advice: coaching, protection,
sponsorship, exposure and visibility
Also receives psychological support: role model, acceptance in
the organization, outlet to discuss fears and anxiety
57
Approach d) Interpersonal relationships:
Coaching programs:
Peer or manager works with employee to
motivate, develop skills and provide feedback
3 roles a coach can play:
Developing high-potential managers
Acting as a sounding board for managers
Specifically trying to change behavior that
make managers ineffective
58
Case Study:
“I Never Wanted to Be a Supervisor Anyway”
59