Training &

Development
TRAINING AS A MANAGEMENT SKILL
Topics 2

 Why do we Need Training?

 What is Training & Training Principles?
A Systematic Approach to Training
A Training Lesson Plan
Your Objectives 3

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.
 Do Organizations Need Training 4

 The answer is “YES”

 However, we must know the purpose and
functions of training before we can use it.
The Gap Concept 5

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
Training Needs 6

The reasons for not making the As training experts we must analyze the
1,000 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.
3 Reasons to Consider Conducting 7

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
Importance of Training 8

 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
 Benefits of Training 9

 Most training is targeted to ensure trainees

“learn” something they apply to their job.
What is Training? 10

 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.
Differences between Training, 11

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.
The ASK Concept 12

 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
Exercise 13

Rank ASK by difficulty to develop in people

•Easy
 Attitude
 Skills •Moderately difficult
 Knowledge
•Most difficult
Five Principles of Learning 14

 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.
A Systematic Approach 15

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.
Model of the Training Process* 16

*Goldstein, I. (2002) Training in Organizations 4th 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
Nine Steps in the Training 17

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
 1) Assessing Training Needs 18

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.
2) Preparing Training Plan 19

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.
 Training Calendar Example 20

Training Area Month in the year

1 2 3 4 5 6 7...
Attitude
Train the trainer
Job competency
Sales techniques
Telephone manner
…
Individual Plans 21

 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.
3) Specifying Training Objectives 22

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?
4) Designing the 23

Training Program(s)
1. Program duration 7. Training location &
environment
2. Program structure
8. Criteria & methods for
3. Instruction methods
assessing participant
4. Trainers qualification learning and
5. Nature of trainees achievement

6. Support resources – 9. Criteria & methods for

materials, OHP, evaluating the program
classroom
 5) Selecting Instructional Methods 24

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.
 6) Completing the Training Plan 25

 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?
7) Implementing the Training Program 26

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
 27

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
 9) Planning Future Training 28

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.
A Training Lesson Plan 29

 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
 30

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