1. Chapter 12 Employee Training and Development

2. Objectives After reading and studying this chapter, you should be able to: –List the goals of an orientation program –Compare and contrast behavior modeling and learner-controlled instruction –List guidelines for effective trainers –Describe characteristics of effective managers –Describe elements of an effective training program

3. Orientation Well-planned orientation programs –Help new employees become acquainted with the restaurant Feel like they are a part of it –Most labor turnover occurs within the first few weeks of employment Important to establish a bond between the employee and the restaurant

4. Orientation (cont’d.) Eight goals: –Explain the company’s history, philosophy, mission, goals, and objectives –Make the employee feel welcome –Let employees know why they have been selected –Ensure that the employee knows what to do and who to ask when unsure

5. Orientation (cont’d.) –Explain and show what is expected –Have employees explain and demonstrate each task –Explain various programs and social activities available –Show where everything is kept

6. Training Training programs: –Most involve comprehensive step-by-step job learning Utilize job checklists and differing styles of management control –Emphasize types of sales incentives Efficient approach to training: –Analyze the job –Break it down into the tasks performed –Teach tasks in the sequence performed

7. Training (cont’d.) Management decides how extensive written job instructions should be –Being brief is an asset Job tasks printed on a pocket-sized card are a handy reference –Guidelines for a job Can be put together and given to the employee to augment more comprehensive, detailed job instructions

8. Part-time Employees Advantages: –No need to pay benefits –Flexible schedule Disadvantages: –Lack of continuity –More need for training –Less motivation

9. Training and Development Objective: produce desired behavior –Attitudes and skills for producing food and service that pleases the clientele Employee development promotes: –Problem-solving abilities –Analytical skills –New perceptions –New methodologies

10. Training and Development (cont’d.) Employee development programs: –Deal with perspectives, attitudes and feelings about the restaurant, job, customers and boss National Restaurant Association Educational Foundation (NRAEF) –Developed informative training aids Wait Staff, Back-of-the-House Training, Wine Training, Profits from Produce, and How to Implement Video Training

11. Step-by-Step Training Server training can be broken down and taught step by step –Can also be summarized on a card small enough to be carried around in a pocket for easy reference

12. Behavior Modeling Depicts the right way to: –Handle personnel problems –Interview –Evaluate applicants –Make decisions Uses the innate inclination for people to observe others –Discover how to do something new

13. Learner-controlled Instruction Employees are given job standards to achieve –Are asked to reach the standards at their own pace Many people believe that it is less costly than classroom instruction Accepts different levels of ability Learner is self-motivated and can proceed at a speed with which they choose

14. Manager as Coach Trains and motivates: –Shows people how to perform –Gives criticism when needed –Stresses the right way –Gives positive feedback –Triggers the will to win Manage: –Implies purpose and mobilization of resources for given goals

15. Leadership Transforms problems into challenges –Excites the imagination –Calls on pride –Develops a sense of accomplishment –Provides opportunities to overcome obstacles

16. Characteristics of Effective Managers Effective managers: –Continuously try to better past performance and compete with other restaurants –Never let themselves become too comfortable in their job –Are problem solvers and enjoy challenges –Are flexible and adapt to change –Anticipate future problems –Do not cry over spilled milk or hold trials to place blame

17. Characteristics of Effective Managers (cont’d.) –Seek responsibility –Handle rejection or temporary failure without becoming unduly discouraged –Are not perfectionists –Perceive people as ends, not means –Take responsibility for employees –Build employee independence and initiative

18. Characteristics of Effective Managers (cont’d.) –Communicate confidence –Remember that they are the role models –Have concern and compassion for employee well-being –Lead by example, with consistency and fairness –Aim to motivate employees

19. Subtleties of Supervision Management experts: –Urge that employees be informed of what is important to the manager Things the manager feels will make the department, manager, and employee a success –Explanation of what the manager thinks is important Basic to employee’s motivation

20. Motivation through Partial Ownership A piece of the action: –Term used in encouraging unit managers to acquire, through purchase, a percentage of the store they manage Incentive of ownership: –Probably attracts a different level of management talent Persons who want to see a direct relationship between their efforts and personal income

21. A Tipping Policy Restaurants must report an appropriate amount of tip income to the IRS –Must also establish a tipping policy that is seen as equitable by employees Social scientists report: –Amount of tip given Relates to the tip giver’s opinion of guests as much as the self-esteem of the person tipped