HFT 2220HFT 2220

Chapter 6Chapter 6

Orientation andOrientation and

TrainingTraining

OrientationOrientation

• Why do we do it?Why do we do it?

Orientation Participation

Should include all levels of managementOrientation should be done for new

managers as well as new hourly employees

Should make new employee comfortable with new surroundings

Helps the employee to see how their job fits in to the overall picture

Orientation Should Include

Organizational policiesOperational policiesTourDepartmental responsibilitiesJob responsibilitiesSafety procedures

Training

Hospitality is a service business, a product produced and delivered at the same time

Training is a never ending process

Four stages of the Training Four stages of the Training ProcessProcess

► Needs assessmentNeeds assessment

► Establishment of Establishment of training criteriatraining criteria

► Pre-testingPre-testing

► ImplementationImplementation

► Identification of Identification of training objectivestraining objectives

► Selection of traineesSelection of trainees

► Selecting proper Selecting proper training methods & training methods & techniquestechniques

► Evaluation of Evaluation of trainingtraining

Four Step Method of Training Four Step Method of Training EmployeesEmployees

►1) Prepare to train1) Prepare to train►2) Conduct the training2) Conduct the training►3) Coach Trial Performance3) Coach Trial Performance►4) Follow through4) Follow through

Step 1: Prepare to TrainStep 1: Prepare to Train

► Are employees Are employees new?new?

► Increase in Increase in complaints?complaints?

► Crisis Management?Crisis Management?► High turnoverHigh turnover► AbsenteeismAbsenteeism► New equipment or New equipment or

procedures?procedures?

► Higher costs?Higher costs?► Increase in Increase in

accidents?accidents?► Increase in mistakesIncrease in mistakes► Productivity?Productivity?► Performance?Performance?

Trend AnalysisTrend Analysis

► Identify and use sources of data that Identify and use sources of data that can provide valuable information can provide valuable information regarding training needs.regarding training needs. Performance reviewsPerformance reviews Absentee recordsAbsentee records TurnoverTurnover Complaint logsComplaint logs Exit interviewsExit interviews

Job AnalysisJob Analysis

Task listTask list

Job breakdownJob breakdown

Set Training ObjectivesSet Training Objectives

Outline what a trainee should know and be Outline what a trainee should know and be able to do after trainingable to do after training Provide focus for training activitiesProvide focus for training activities Alleviate trainee stressAlleviate trainee stress Objective should be reachedObjective should be reached FacilitationFacilitation

Know your ParticipantsKnow your Participants

Different learning stylesDifferent learning styles Visual learnersVisual learners Auditory learnersAuditory learners Kinesthetic learnersKinesthetic learners

Visual LearnersVisual Learners

Prefers note takingPrefers note taking

Learns by seeingLearns by seeing

Thinks in images or pictures rather than Thinks in images or pictures rather than wordswords

Benefits from illustrationsBenefits from illustrations Charts, graphs videosCharts, graphs videos

Auditory LearnersAuditory Learners

Learns by hearingLearns by hearing

Handouts are more helpful after hearing it Handouts are more helpful after hearing it spokenspoken

Learns best when hears someone talk about an Learns best when hears someone talk about an idea or discussing it with someone elseidea or discussing it with someone else

Able to concentrate on what someone else is Able to concentrate on what someone else is sayingsaying Benefits from storytelling, small group discussionsBenefits from storytelling, small group discussions

Kinesthetic LearnersKinesthetic Learners

Hands on learnerHands on learner

Needs to be actively and physically involvedNeeds to be actively and physically involved

Likes to gestureLikes to gesture

Remember what was done but has difficulty Remember what was done but has difficulty remembering what was seen or saidremembering what was seen or said

Communicates by touchingCommunicates by touching

DoodlesDoodles Benefits from – role playing, practice, demonstrationsBenefits from – role playing, practice, demonstrations

Develop Lesson Plans & Support Develop Lesson Plans & Support the Trainingthe Training

Managers should:Managers should: Learn about the courseLearn about the course Communicate reasons for trainingCommunicate reasons for training Minimize interruptionsMinimize interruptions Debrief the employeesDebrief the employees Make the material part of the job cultureMake the material part of the job culture

Step 2: Conduct the Step 2: Conduct the TrainingTraining

T – Teach by showingT – Teach by showing R – Repeat until comfortableR – Repeat until comfortable A – Ask questionsA – Ask questions I – Imitate work conditionsI – Imitate work conditions N – Note good performanceN – Note good performance

Steps to FollowSteps to Follow

1) Go slowly1) Go slowly 2) Make sure everyone can see and hear2) Make sure everyone can see and hear 3) Sequence the tasks properly3) Sequence the tasks properly 4) Segment and pace the information4) Segment and pace the information 5) Discuss quality standards5) Discuss quality standards 6) Highlight safety issues6) Highlight safety issues 7) Go over each step at least twice7) Go over each step at least twice 8) Emphasize evaluation standards8) Emphasize evaluation standards 9) Avoid jargon9) Avoid jargon

Training TechniquesTraining Techniques

DemonstrationDemonstration ShadowingShadowing Role PlaysRole Plays

DemonstrationsDemonstrations

Advantages – Visual, gives a model to Advantages – Visual, gives a model to followfollow

Disadvantages – May require equipment Disadvantages – May require equipment or set up, not all trainees may be able to or set up, not all trainees may be able to see or hearsee or hear

ShadowingShadowing

AdvantagesAdvantages Takes place in the work settingTakes place in the work setting Can address language issuesCan address language issues Helps employee learn company cultureHelps employee learn company culture

DisadvantagesDisadvantages Depends on the trainerDepends on the trainer Trainee may pick up bad habitsTrainee may pick up bad habits

Role PlayRole Play

AdvantagesAdvantages Practice new skillsPractice new skills Trainer can see how well the trainee will doTrainer can see how well the trainee will do

DisadvantagesDisadvantages Must be taken seriouslyMust be taken seriously Everyone may not get a chance to Everyone may not get a chance to

participateparticipate

Step 3: Coach Trial Step 3: Coach Trial PerformancePerformance

Used for training job skills.Used for training job skills. Tips for coachingTips for coaching

– Remain relaxed and patientRemain relaxed and patient– ComplimentCompliment– Don’t push the traineeDon’t push the trainee– Spend more time on skills less Spend more time on skills less

understoodunderstood– Explain by telling whyExplain by telling why– Skills develop with practiceSkills develop with practice

Step 4: Follow ThroughStep 4: Follow Through

• Coaching must be on going

• Evaluate the training– Employee reaction– Learning acquired– On the job behaviors– Bottom line results

Questions?