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Orientation, Training, & Development

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There is nothing training cannot do. Nothing is above its reach. It can turn bad morals to good; it can destroy bad principles and recreate good ones; it can lift men to angelship

~Mark Twain

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The Family of Employee Training

Orientation 新進人員訓練 Training 現職員工訓練 Development 現職員工發展規劃

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Think one of your “first day” experiences…

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Orientation The goal is to make the new employees know

what to expect of you and what you expect of them

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Type of Orientation General property orientation (the company)

Mission statement, management philosophy, employee roles, policies, procedures, benefits, guest and employee relations, personnel forms

Specific job orientation (Survival information)Job description, equipment, work environment, department relationships, performance appraisal forms, handbook, property tours, introductions, policies and procedures, career tracks

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Training vs. Development

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Training

The process of providing employees with specific skills or helping them correct deficiencies in their performance.

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Development

An effort to provide employees with the abilities the organization will need in the future.

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Training vs. Development

焦點時間目標

Training Development

目前工作即時的訓練效果加強目前工作技能之不足

未來的工作強調長期的規劃充實員工技能因應未來需求

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為何企業重視訓練 ? External

Globalization Competitions Diversity work force Technologies

Internal New business paradigm (people = asset) Internal service quality

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How much does training cost?

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訓練經費項目 不在崗位上的成本 (time off the job) 生產力損失 講師費用 訓練教材 講義費用 場租 交通餐點費用

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What are the Benefits of Training?

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訓練的潛在利益 增加銷售 增加生產力 提高顧客滿意度 提供工作環境衛生 降低員工離職 降低器材破損 降低工作意外傷害

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訓練五步驟Needs Assessment

Goals

Design training

Implement training

Training evaluation

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Needs Assessment 訓練需求評估 Organizational needs assessment 組織評估

Integrate training plan to company overall strategies

Job needs assessment 工作評估 Job analyses/ Job descriptions

Individual assessment 個人評估 Performance evaluation

Why not train everyone?

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訓練需求警示燈 顧客滿意度低落 回流顧客降低 員工士氣低落 銷售或生產力減少 物件毀損率提高 工作傷害提高 衛生條件惡化 員工離職率或缺席率增加

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Goals 設定訓練目標 Measurable, Realistic, Attainable, Priority

Based on job descriptions

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Design Training Program 擬定訓練計畫 型態

On-the-job training Off-the-job training

地點 館內 館外

方法 Role play, lectures, video tapes, CBT/WBT, simulated

training, case study,

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Implement training 執行訓練 Pre-test 訓練前測

Employee’s current knowledge & behavior level

Use the results of pre-test to evaluate the training effectiveness

Who, What, When, Where, How

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Evaluation 訓練評估 沒有評估，無法確認學習成效 Evaluation Criteria

Trainee reaction Learning Behavior Results

turnover job satisfaction productivity customer satisfaction

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Types of Training

Off-the-Job Training

On-the-Job Training

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Off-the-Job Training 在非工作場所進行的訓練課程 Strengths

課程有組織，內容有規劃

Weakness 成本高

Methods: lectures, discussion, case study, role play, computer based training(CBT)

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On-the-Job Training 訓練在工作場所進行 優 :

若有完善規劃，並講師有事先訓練，效果恢弘

缺 : 干擾正常營運 有危及正常標準程序之隱憂 沒有足夠的時間給予學員 feedback

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On-the-Job Training OJT 注意事項

訓練內容契合 Job descriptions/ performance standards

講師應事先予以訓練 課程有規劃，教授內容循序漸進 安排評估考試以確認學習進度

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Where is the beef?

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Why Training Fail

學習 / 上課意願低落

沒有與其他人力資源政策

做整合性計畫

欠缺高階主管支持

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Why Training Fail?

學習 / 上課意願低落 Never actually learned it

沒有與其他人力資源政策作整合性計畫

欠缺高層主管支持

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Effective Training

從 individual 著手

從 organization 著手

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從個人著手

Behavior = f (Attitude)

Performance = Ability x Motivation

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改變行為 解凍舊行為 導入新行為模式凍結新行為

解凍 : 打破過去舊習慣 從改變 Attitude 開始 新行為 : Practice makes Perfect

凍結 : Reward, Reinforcement, & Punishment

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從組織著手 訓練系統與其他人資系統整合運用

與績效系統結合 與晉升制度結合 與輪調系統結合 與生涯規劃結合

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訓練可以解決企業所有問題 ?