Training & Development

Training as a management skill /

Training and developing your staff
 Topics

 Why do we Need Training?

 What is Training & Training Principles?
 A Systematic Approach to Training
 A Training Lesson Plan

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 Your Objectives

Following this presentation you should be able to

complete the following objectives:
1. Describe why training is important and distinguish
amongst training, education and development
2. Define the ASK concept, and comment upon the
relative difficulty in developing people’s attitudes,
skills and knowledge
3. List the nine steps in the training process and be able
to explain each step with reference to hospitality
examples
4. Develop an appropriate training lesson plan.
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 Do Organizations Need
Training
 The answer is “YES”
 However, we must
know the purpose and
functions of training
before we can use it.

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 The Gap Concept

Expected Curve

1,000 Cars Gap

Performance/ 200 Cars
Actual Curve
Results
800 Cars

Time
In training terms this means we need to
develop programs to fill the Gap
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 Training Needs

The reasons for not As training experts we

making the 1,000 must analyze the
cars: situation to determine if:
 Not enough resources  Expected result too high
 Poor machines  Target achievable
 Poor staff skills  Is training the only way to
make it happen
 Are there other factors.

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 Exercise 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?
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3 Reasons to Consider Conducting
an Internal Needs Analysis
1. Employee obsolescence/out-dated –
◼ Technical advancements, cultural changes, new
systems, computerization
2. Career plateaus
◼ Need for education and training programs
3. Employee Turnover
◼ Development plan for new employees

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 Importance 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
teamwork
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 Benefits of Training

 Most training is
targeted to ensure
trainees “learn”
something they
apply to their job.

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 What 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.

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 Differences 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.

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 The 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 themes
1. Attitude
2. Skills
3. Knowledge

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 Exercise 2

Rank ASK by difficulty to develop in people

 Attitude •Easy
 Skills •Moderately difficult
 Knowledge •Most difficult

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 Five 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.
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 A Systematic Approach
to Training
Key Concepts in Preparing a Training Plan
Before 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.

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 Model of the Training Process*
*Goldstein, I. (2002) Training in Organizations 4 th Ed.

Assessment Stage Training Stage Evaluation Stage

Organizational
Needs Assessment

Task Need Assessment

Development of Design & Select Measure Training

Training Objectives Procedures Results

Development of Train Compare Results to

Criteria for Training Criteria
Evaluation
Feedback
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 Nine Steps in the Training
Process
1. Assessing training needs
2. Preparing training plan
3. Specifying training objectives
4. Designing the training program(s)
5. Selecting the instructional methods
6. Completing the training plan
7. Implementing the training program
8. Evaluating the training
9. Planning future training
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 1) Assessing Training Needs

Conduct a training needs analysis by either one, or

both, of the following

 External approach (company, guests, society)

 Internal approach – using a staff opinion survey.

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 Exercise 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.

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 Response to exercise 3

 Accidents report  Staff discipline report

 Sick leave report  Staff enquiries &
 Employee compensation complaints
statistics  Guests complaints
 Product quality control
report  Refusal of orders made
 Wastage report  Quality of product report
 Efficiency report  Market needs & trends
 Machinery out-of-order  Demographic data &
report background of employees

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2) Preparing Training Plan

Consider whether to design a long (5-10 years),

medium (3-5 years) or short (1 year) term
plan.
 Ask your self “What are we going to achieve
in the time period?”
 Use a holistic approach by using a calendar
for inputting your training activities.

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 Training Calendar Example

Training Area Month in the year

1 2 3 4 5 6 7...
Attitude
Train the trainer
Job competency
Sales techniques
Telephone manner
…
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 Individual Plans

 For individual personalized training, we must

assess the trainees’ weakness and strengths
first before setting up appropriate programs.
 Training areas maybe tailor-made.
◼ Trainee should receive an individual
timetable for self progress.

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3) Specifying Training Objectives

Training Objectives must be specific & measurable.

Why? Very difficult to measure effectiveness after
course is finished.
◼ What should trainees be able to accomplish after
participating in the training program?
◼ What is the desired level of such accomplishment,
according to industry or organizational standards?
◼ Do you want to develop attitudes, skills, knowledge or
some combination of these three?

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4) Designing the
Training Program(s)
1. Program duration 7. Training location &
2. Program structure environment
3. Instruction methods 8. Criteria & methods
4. Trainers qualification for assessing
participant learning
5. Nature of trainees and achievement
6. Support resources – 9. Criteria & methods
materials, OHP, for evaluating the
classroom program

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5) Selecting Instructional Methods
Note: This is the most important step

On-the job-training (OJT)

◼ learn while you’re working
Off -the job-training
◼ In house, training or classroom
◼ External, consultancies or attending external classes
◼ Independent bodies, such as government talks
◼ Distance learning, from books or notes
◼ Computer-assisted learning
◼ Interactive-video training
◼ Video conferencing, same as classroom except teachers and
students are in different locations. 27
 Exercise 4

 Imagine you are the training manger of a hotel that

will open next year. Your GM asks you to develop a
training program that aims to boost the team spirit of
the newly formed Executive Committee Members.
 Your GM suggests you organize a two-day course in a
resort location from 9 to 5 for both days.
 Your task is to suggest 3 training methods that suit the
training theme described above.
Hint: this is attitude, not skills nor knowledge training
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 Response to exercise 4

Remember your training Suitable training methods

theme was to change the you might have listed:
individuals attitudes  Role-play
Employ exercises that  Games
trainees can:  Simulation exercises
 Participate in  Discussion/debate formats
 React to  Experiential exercises
 Provide feedback in  Self evaluation (e.g. video
 Receive inspiration to tape trainees performance
move on & let them evaluate their
own behaviors).
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6) Completing the Training Plan

 Target group – assess your audience

 Topic – task, skill or attitude ingredient
 Method – direct (one way communication) or
indirect (discussion, games, experimental
exercises…). Important as evaluation of trainees
usually lies on the perception on what they did in
the training session
 Time – length, period, breaks important to consider
 Location – away from the office?

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7) Implementing the Training
Program
Besides trainers qualifications and experience:
 Participant selection
 Group comfort - physical & psychological
 Trainer enthusiasm & skills
 Effective communication
 Feedback mechanism
 The need to learn new training skills
 Preparation by trainers

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8) Evaluating the Training

Three Levels of Evaluation

1. Immediate Feedback
 Survey or interview directly after training
2. Post-Training Test
 Trainee applying learned tasks in workplace?
3. Post-Training Appraisals
 Conducted by immediate supervisors of
trainees
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9) Planning Future Training

Last step in the training process

 After taking all evaluated comments, trainers
should modify the programs to keep good
things and make suggested improvements
◼ Remember, even with the same topic for
different trainees, trainers should address many
parts of the training process again and consider
new approaches.

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 A Training Lesson Plan
 Topic
 Summary of Key Points
 Training Objectives
 Duration of Each Activity in Each Session
 Training Contents
 Training Methods / Activities
 Break(s)
 Exercise to Warm Up
 Questions to test Understanding
 Conclusion
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 e.g. New Employee Orientation

Time Topic Method Activity

9:00-9:30 AM Welcome Speech Speech Talk & hand shake
by GM
9:30-10:00 AM Intro to Company Slide Slide Show &
Background Presentation Video Tape

3:00-4:00 PM Fire Safety Talk Security Fire Drill &

Manager Equipment

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 References

 Anthony W.P., Kacmar, K.M., Perrewé, P.L. (2002) Human

resource management: a strategic approach, 4th ed. Fort
Worth : Harcourt College Publishers.HF5549 .A866 2002
 Goldstein, I. L., Ford J.K. (2002) Training in
organizations : needs assessment, development, and
evaluation, 4th ed. Belmont, CA . HF5549.5.T7 G543 2002
 Greer, C.R. (1995) Strategy and human resources – a
general managerial perspective, Prentice Hall.
 Riley, Michael, (1996) Human resource management in
the hospitality and tourism industry, 2nd ed. Oxford ;
Boston : Butterworth-Heinemann. TX911.3.P4 R55 1996

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