oh 7-1 training employees hospitality human resources management and supervision 3 oh 8-1
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OH 7-2
Differences Between Training and Education
Goal Training—to improve job skills and performance Education—to improve knowledge not connected to a
job
Focus Training—about learning “how” Education—about learning “what”
Timeframe Training—short-term Education—long-term
OH 7-3
This restaurant manager must know and be able to do many things. The task of training employees is one of his most important responsibilities, and the best training practices must be consistently used.
OH 7-4
Benefits of Training
The function of training is to improve the skills, knowledge, and attitudes of employees for their jobs.
Effective training improves the quality of employee work, promotes employee growth, keeps employees challenged and satisfied, and creates talent to help the organization grow.
Foodservice operations of all sizes require trained employees.
OH 7-5
Benefits of Training
Improved job skills
Applies basic foodservice skills
Prepares employees for new assignments
Needed for equipment operation
Necessary for new procedures
Increases job proficiency
Increases sales and profitability
OH 7-6
Other Reasons for Training
Helps non-English speaking employees: part of encouraging a diverse workforce
Transfers values: Every employee represents, in their actions and performance, the company they work for. It is essential that they understand company values.
Creates consistency: The key to success
Increases employees’ morale and confidence: Investing in training our employees communicates their importance to the organization
OH 7-7
Other Reasons for Training continued
Combats turnover: Training helps demonstrate that employees are appreciated and may help to increase job satisfaction and commitment which, in turn, reduces turnover.
Reduces legal liabilities: Having all employees in the same role participate in the same training helps ensure the equal treatment that is the cornerstone of equal opportunity laws.
Increases safety: The cost of accidents outweigh the cost of properly training employees about safety procedures.
Increases guest satisfaction and profitability: Managers can either spend a lot of money regaining lost customers or spend less money for proper staff training.
OH 7-8
Negligent Training
The lack of training or inadequate training
Customers may sue companies for problems they have experienced that are blamed on the lack of effective training.
Special concerns include food safety, equipment care/use, and personal safety/security.
OH 7-9
Safety Training
Hopefully, this employee received the proper training and consistently follows the proper operating instructions when operating this potentially dangerous piece of equipment.
OH 7-10
Elements of Good Training
The most effective training includes
Only things relevant to the job
Presentation of information that employees do not already know and cannot do
Hands-on work to reinforce learning
OH 7-11
When Training Works
Wants to
Know
s ho
w
Motivation/Boredom/Personal Distractions
Resource Problems/Obstacles
Bad Job Fit/Bad Hire TRAIN
OH 7-12
Principles of Good Training
Based on Guidelines and Objectives
Qualified and Thoroughly Prepared Trainers
Sufficient Practice
EffectiveTraining Evaluation
OH 7-13
Principle 1—Content Based on Guidelines and Objectives
Guidelines, standards, procedures, and practices must be the foundation for training.
Skills, knowledge, and attitudes to be learned should be stated as learning objectives that drive the content of training programs.
OH 7-14
Goal/Objective
Learning objectives contain 4 parts Performance: what they will do
Conditions: under what situation they will do it
Standards: how well they will do it
Repetition: how often/long they will do it
Example
Let’s practice………
OH 7-15
Write a Learning Objective
Set table
Fold napkins
Make vodka martini
Prepare Caesar salad
Roast red peppers
Balance cashier drawer
OH 7-16
Principal 2:Qualified and Prepared Trainers
Training skills include
Motivating the learner
Providing constructive feedback
Adjusting the training based on the trainees’ needs
Helping the learner transfer learning back to the job
The trainer must be able to perform the tasks being trained
OH 7-18
Principal 4:Effective Evaluation of Trainee
Determine if employee meets standards after training: Teach what is actually needed Validation: compares training content and
evaluation methods to the actual job of an employee who can do the work.
Evaluate if training has been successful or needs to be repeated or modified
OH 7-19
Principal 4:Effective Evaluation of Trainer
Training skills include
Motivating the learner
Providing constructive feedback
Adjusting the training based on the trainees’ needs
Helping the learner transfer learning back to the job
The trainer must be able to perform the tasks being trained
OH 7-20
Procedures for Training Evaluation
Create a checklist to include all tasks covered by training and verify with trainees that they were addressed.
Create an evaluation form.
Evaluate progress of the training.
Create an evaluation process.
Make modifications to training materials and procedures as needed.
OH 7-21
Retraining Employees
Good coaching can eliminate some causes of performance problems.
Start with what the employee already knows, and then modify the original training to address deficiencies.
After training, continue coaching and monitoring.
OH 7-22
Determining Training Needs
Observing work performance: Are SOP’s (Standard Operating Procedure)s being followed
Receiving input from employees and customers: performance appraisals and customer comments
Making inspections: Information inspections during work performance
Analyzing information: Actual results/performance against standard/budget
Conducting exit interviews: issues regarding training
OH 7-23
Develop Training Plans & Training Lessons
Training Plans Schedule dates and time Sequence of training Who will present specific lessons Skills of trainers for specific lessons
Training Lessons Why: Training objective What: Content How: Methods of training
OH 7-24
Four-Step Training Method
Step 1 – Preparation - Preparation involves motivating the trainee to want to learn, and involves relating the training content to the job and to the employee’s success on the job.
Step 2 – Presentation - Presentation involves the task of providing the training.
Step 3 – Practice - Practice allows the trainee to practice the task while the trainer observes and advises.
Step 4 – Performance - Performance relates to following up after the training has been successfully practiced to provide feedback as necessary.
OH 7-25
Elements of Good Training
The most effective training includes
Only things relevant to the job
Presentation of information that employees do not already know and cannot do
Hands-on work to reinforce learning
OH 7-26
Thoroughly Prepared Materials
Training materials should
Cover the content of the training
Provide primary and backup content
Provide instructions for conducting the training
OH 7-27
Effective Learning Methods and Sequence
Effective training
Breaks the learning into manageable modules
Teaches each module using a classic model (four-step training method)
OH 7-28
Integrative Training
Some simple tasks (example: presenting a menu to a guest) might be taught as one module. Complicated tasks (example: how to bake bread) might require several modules. For each module, the four step method (prepare, present, practice, and perform) can be used.
OH 7-29
Group Training
Teach same job-related information to more than one trainee
Lecture method with visual aids or handouts
Demonstration
Questions and Answers
Trainee practices a task
OH 7-31
Industry-Recognized Training
Many “off-the-shelf” training resources are excellent and cost-effective.
External resources must meet objectives of the program being planned.
There are many sources of external training materials and training programs. OSHA etoolbox
OH 7-32
How Would You Answer the Following Questions?
1. Training is about learning _______, and education is about learning _______.
2. The first step in the four step training method is _______.
3. Trainees (learners) must be motivated to learn. (True/False)
4. Training evaluation should address the objectives of the training. (True/False)
OH 7-33
Key Term Review
• Four P approach (or Four Ps)—same as classic model of training
• Four-step training method —same as classic training model
• Instructional design —systematic process of developing instruction based on adult learning principles
• Integrative practice —final aspect of the classic training model in which the trainee properly demonstrates several training modules in the proper sequence
OH 7-34
Key Term Review continued
• Job instruction training —same as classic model of training
• Learning objectives —skills, knowledge, and attitudes to be learned by trainees during the training program
• Needs assessment —process that determines a participant’s readiness for training and his/her existing skills and knowledge
OH 7-35
Key Term Review continued
• Negligent training —willful lack of training or inadequate training
• Task analysis —process used to determine the proper or best way to perform job duties
• Validation —process of comparing the content of training and its evaluation methods to the actual job done by an experienced staff member to determine whether the content of the training and the correct work procedures are the same.
OH 7-36
Next Week Homework
Read Chapter 4, and Article review for any topic covered today
Project Work: Orientation Process
Training plan for a specific task
The plan should include the following: Goal/Objective Method of Instruction Who will attend training? Who will conduct training? Where will training be conducted Equipment needed Safety information What to do How to do it Additional information Performance standards Evaluation of training
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