HFT 2220 Chapter 6 Orientation and Training

Orientation Why do we do it? Why do we do it?

Orientation Participation Should include all levels of management Orientation 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 policies Operational policies Tour Departmental responsibilities Job responsibilities Safety 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 Process ► Needs assessment ► Establishment of training criteria ► Pre-testing ► Implementation ► Identification of training objectives ► Selection of trainees ► Selecting proper training methods & techniques ► Evaluation of training

Four Step Method of Training Employees ► 1) Prepare to train ► 2) Conduct the training ► 3) Coach Trial Performance ► 4) Follow through

Step 1: Prepare to Train ► Are employees new? ► Increase in complaints? ► Crisis Management? ► High turnover ► Absenteeism ► New equipment or procedures? ► Higher costs? ► Increase in accidents? ► Increase in mistakes ► Productivity? ► Performance?

Trend Analysis ► Identify and use sources of data that can provide valuable information regarding training needs.  Performance reviews  Absentee records  Turnover  Complaint logs  Exit interviews

Job Analysis Task list Job breakdown

Set Training Objectives Outline what a trainee should know and be able to do after training Provide focus for training activities Provide focus for training activities Alleviate trainee stress Alleviate trainee stress Objective should be reached Objective should be reached Facilitation Facilitation

Know your Participants Different learning styles Visual learners Visual learners Auditory learners Auditory learners Kinesthetic learners Kinesthetic learners

Visual Learners Prefers note taking Learns by seeing Thinks in images or pictures rather than words Benefits from illustrations Charts, graphs videos Charts, graphs videos

Auditory Learners Learns by hearing Handouts are more helpful after hearing it spoken Learns best when hears someone talk about an idea or discussing it with someone else Able to concentrate on what someone else is saying Benefits from storytelling, small group discussions Benefits from storytelling, small group discussions

Kinesthetic Learners Hands on learner Needs to be actively and physically involved Likes to gesture Remember what was done but has difficulty remembering what was seen or said Communicates by touching Doodles Benefits from – role playing, practice, demonstrations Benefits from – role playing, practice, demonstrations

Develop Lesson Plans & Support the Training Managers should: Learn about the course Learn about the course Communicate reasons for training Communicate reasons for training Minimize interruptions Minimize interruptions Debrief the employees Debrief the employees Make the material part of the job culture Make the material part of the job culture

Step 2: Conduct the Training  T – Teach by showing  R – Repeat until comfortable  A – Ask questions  I – Imitate work conditions  N – Note good performance

Steps to Follow  1) Go slowly  2) Make sure everyone can see and hear  3) Sequence the tasks properly  4) Segment and pace the information  5) Discuss quality standards  6) Highlight safety issues  7) Go over each step at least twice  8) Emphasize evaluation standards  9) Avoid jargon

Training Techniques  Demonstration  Shadowing  Role Plays

Demonstrations  Advantages – Visual, gives a model to follow  Disadvantages – May require equipment or set up, not all trainees may be able to see or hear

Shadowing  Advantages  Takes place in the work setting  Can address language issues  Helps employee learn company culture  Disadvantages  Depends on the trainer  Trainee may pick up bad habits

Role Play  Advantages  Practice new skills  Trainer can see how well the trainee will do  Disadvantages  Must be taken seriously  Everyone may not get a chance to participate

Step 3: Coach Trial Performance Used for training job skills. Used for training job skills. Tips for coaching Tips for coaching –Remain relaxed and patient –Compliment –Don’t push the trainee –Spend more time on skills less understood –Explain by telling why –Skills develop with practice

Step 4: Follow Through Coaching must be on going Evaluate the training –Employee reaction –Learning acquired –On the job behaviors –Bottom line results

Questions?