Certified Hospitality Department Trainer (Industry of Tourism)

8/14/2019 Certified Hospitality Department Trainer (Industry of Tourism)

1/79


2/79

Chapter oneChapter one

Training OverviewTraining Overview


3/79

Purpose Of TrainingPurpose Of Training

SS tandards.tandards.

SS ervice.ervice.

SS afety.afety.


4/79

Benefits Of TrainingBenefits Of Training

Benefits to

property

Benefits toguests

Benefits to

trainees


5/79


6/79

Qualities Of Good Trainer Qualities Of Good Trainer

1.1. Have self-confidence.Have self-confidence.2.2. Are patient. Are patient.

3.3. Are flexible. Are flexible.4.4. Enjoy teaching.Enjoy teaching.5.5. Are respected by trainees. Are respected by trainees.6.6. Have a good sense of humor & use it as aHave a good sense of humor & use it as a

training tool.training tool.7.7. Get along well with different types of Get along well with different types of

people. people.


7/79

8. Display a consistent positive attitude.8. Display a consistent positive attitude.9.9. Are enthusiastic about the department and Are enthusiastic about the department and

the property.the property.

10.10. Are enthusiastic about training. Are enthusiastic about training.11.11. Have a personal commitment toHave a personal commitment to

excellence in all areas of performance.excellence in all areas of performance.12.12. Have a working knowledge of job skills and Have a working knowledge of job skills and

procedures. procedures.13.13. Make decisions and solve routine job-Make decisions and solve routine job-

related problems.related problems.


8/79

14. Effectively organize work tasks and 14. Effectively organize work tasks and accomplish duties on a timely basis.accomplish duties on a timely basis.

15. Interact well with other departments.15. Interact well with other departments.

16. Listen well16. Listen well17. Have good communication skills.17. Have good communication skills.18. Spend the time necessary to properly train18. Spend the time necessary to properly train

employees.employees.19. Understand the qualities of effective19. Understand the qualities of effective

employees and model or train those qualities.employees and model or train those qualities.


9/79

20. Encourage trainees to think about how the20. Encourage trainees to think about how thetraining applies to their jobs.training applies to their jobs.

21. Persuade trainees to set goals for themselves21. Persuade trainees to set goals for themselves

in training.in training.22. Invite trainees to ask questions.22. Invite trainees to ask questions.23. Invite trainees to find better ways do things.23. Invite trainees to find better ways do things.24. Praise even the smallest successes.24. Praise even the smallest successes.25. Encourage and support trainees.25. Encourage and support trainees.


10/79

26. Share personal experiences and even26. Share personal experiences and evenmistakes with the trainees.mistakes with the trainees.

27. Reward trainees for training27. Reward trainees for trainingachievements.achievements.

28. Firm.28. Firm.29. fair.29. fair.

30. Friend.30. Friend.


11/79


12/79


13/79

6.6. Availability of resources to be used Availability of resources to be used in training.in training.

7.7. Number of trainees.Number of trainees.

8.8. How long the training will take.How long the training will take.9.9. The topic you will be training.The topic you will be training.10.10. Business volume.Business volume.11.11. Trainees special needs.Trainees special needs.


14/79

Reinforcing TrainingReinforcing Training

Let traineesLet trainees know that the training will beknow that the training will bevaluable & will help them on the job.valuable & will help them on the job.

Talk with the employees about their trainingTalk with the employees about their trainingexperience & how it applies to their daily work.experience & how it applies to their daily work.

Make sure trainees have a chance to practiceMake sure trainees have a chance to practicetheir new behaviors, skills and knowledge.their new behaviors, skills and knowledge.


15/79


16/79

Tell the trainees that their Tell the trainees that their performance should reflect what they performance should reflect what they learned in training.learned in training.


17/79

Measuring TrainingMeasuring Training

Observation.Observation. Possible reasons.Possible reasons. Possible solution.Possible solution.


18/79

Costs Of TrainingCosts Of Training

Salaries of the trainer & the trainees.Salaries of the trainer & the trainees. Facilities.Facilities.

Equipments.Equipments. Materials.Materials. Possibility of more errors & lessPossibility of more errors & less

productivity during the initial training productivity during the initial training period. period. Other miscellaneous expenses.Other miscellaneous expenses.


19/79

Costs Of Not TrainingCosts Of Not Training

More mistakes.More mistakes.

Lower productivity.Lower productivity. Lost revenue.Lost revenue. High turnover.High turnover.


20/79

Chapter TwoChapter Two

Four-Step Training Method Four-Step Training Method


21/79

Step 1 - Plan And Prepare ToStep 1 - Plan And Prepare ToTrainTrain

A- Planning Considerations : A- Planning Considerations : Who ?Who ? What ?What ? When ?When ? Where ?Where ? Why ?Why ? How -Long- Much- Many ???How -Long- Much- Many ???


22/79

B- Suggestions For Preparing To train :B- Suggestions For Preparing To train :

Write training objectivesWrite training objectives .. Develop step by step plan .Develop step by step plan . Decide on training method .Decide on training method . Prepare a training schedule .Prepare a training schedule . Select the training location .Select the training location . Prepare the training area .Prepare the training area .


23/79

Step 2 - Conduct The TrainingStep 2 - Conduct The Training

T T each by showing.each by showing. RR epeat until comfortable.epeat until comfortable. A A sk questions.sk questions. II mitate work conditions.mitate work conditions. NN ote good performance.ote good performance.


24/79

Suggestions For Conducting TheSuggestions For Conducting TheTraining :Training :

Prepare the trainees.Prepare the trainees. Begin the training session.Begin the training session.

Demonstrate the steps.Demonstrate the steps. Avoid jargon. Avoid jargon. Take enough time.Take enough time. Repeat the steps.Repeat the steps.


25/79

Step 3 - Coach TrialStep 3 - Coach TrialPerformancesPerformances

Suggestions:Suggestions:

Let the trainees practice.Let the trainees practice.

Coach the trainees.Coach the trainees.


26/79


27/79

LearningLearning

Chapter ThreeChapter Three


28/79

Professional growth, not grades.Professional growth, not grades.

Practical training.Practical training. Job-related training. Job-related training. Appreciation of their past Appreciation of their past

experiences.experiences. Comfortable, relaxed training.Comfortable, relaxed training. Participation.Participation.

What Employees Expect FromWhat Employees Expect FromTraining ???Training ???


29/79

** People Remember ** People Remember

1010 %% of what they read.of what they read. 20% of what they hear.20% of what they hear.

30% of what they see.30% of what they see.

50% of what they see and hear.50% of what they see and hear. 70% of what they talk over with70% of what they talk over with

others.others. 80% of what they use and do.80% of what they use and do. 95% of what they teach others.**95% of what they teach others.**


30/79

Learning StylesLearning Styles

Visual Learners.Visual Learners.

Auditory Learners. Auditory Learners.

Tactile-kinesthetic Learners.Tactile-kinesthetic Learners.


31/79

Factors Affecting The LearningFactors Affecting The LearningProcessProcess

Demographics.Demographics. Diversity.Diversity. Disabilities.Disabilities. Education level Literacy.Education level Literacy.

Job experience. Job experience. Delivery style of trainer.Delivery style of trainer.


32/79

Overcoming Learning BarriersOvercoming Learning Barriers

Understand that diversity in the work forceUnderstand that diversity in the work forceis the rule, not the exception.is the rule, not the exception.

Know available resources.Know available resources.

Maintain awareness of special needs.Maintain awareness of special needs.

Alter your delivery style to accommodate Alter your delivery style to accommodatethe learning styles of trainees.the learning styles of trainees.


33/79

Adult Learning Needs Adult Learning Needs

Attention span. Attention span. Sequence of instructions.Sequence of instructions. Individualized learning rates.Individualized learning rates. Repetition.Repetition. Motivation.Motivation. Active participation. Active participation.


34/79

Chapter Four Chapter Four

CommunicationCommunication


35/79

Myths Of CommunicationMyths Of Communication

1- We communicate only when we want to1- We communicate only when we want tocommunicate.communicate.

2- Words mean the same thing to both the2- Words mean the same thing to both the

speaker and the listener.speaker and the listener.3- We communicate chiefly with words.3- We communicate chiefly with words.4- We believe what a person says, not how4- We believe what a person says, not how

he/she says it.he/she says it.5- Communication is one way flow of 5- Communication is one way flow of information from the speaker to the listener.information from the speaker to the listener.

The Impact Of The Verbal &The Impact Of The Verbal &


36/79

The Impact Of The Verbal &The Impact Of The Verbal &NonverbalNonverbal

Communication ElementsCommunication ElementsVerbal

7%

Vocal 38%

Visual 55%

Th C i ti E tiTh C i ti E ti


37/79

The Communication EquationThe Communication Equation

CommunicationCommunication==

Sending + Receiving + UnderstandingSending + Receiving + Understanding-verbal -listening -content -verbal -listening -content

-nonverbal -observing -intent -nonverbal -observing -intent (visual, -smelling(visual, -smelling

vocal& -touchingvocal& -touchingwriting) -tastingwriting) -tasting


38/79

The Elements Of The Elements Of CommunicationCommunication

VocalVocal ( the voice of the speaker ).( the voice of the speaker ).

VisualVisual ( what we see of the speaker ).( what we see of the speaker ).

Writing ( the notes & words you write ).Writing ( the notes & words you write ).

VerbalVerbal ( the speakers words ).( the speakers words ).


39/79

Vocal CommunicationVocal CommunicationCharacteristicsCharacteristics

Variety.Variety.

Quality.Quality.

Rate.Rate.

Volume.Volume.

Vocalized pauses.Vocalized pauses.


40/79

Visual CommunicationVisual CommunicationCharacteristicsCharacteristics

Eye contact.Eye contact.

Posture.Posture.

Gesture.Gesture.

Facial expressions.Facial expressions.


41/79

Verbal CommunicationVerbal CommunicationCharacteristicsCharacteristics

Keep it simple.Keep it simple. Explain and / or provide an example.Explain and / or provide an example.

Use clear, direct words.Use clear, direct words. Respect your listener.Respect your listener. Repeat your main ideas.Repeat your main ideas.

Check for understanding.Check for understanding.


42/79

Standard EnglishStandard English

Pronounce words & letters correctly.Pronounce words & letters correctly. Avoid making Avoid making one word out of twoone word out of two

words.words. Pronounce the whole word.Pronounce the whole word. Avoid using slang. Avoid using slang.

Avoid ethnic slang. Avoid ethnic slang.

Learn to use good grammar.Learn to use good grammar. Expand your vocabulary.Expand your vocabulary.


43/79

Speaking Anxiety Speaking Anxiety

Practice.Practice.

Visualize.Visualize.

Have Fun.Have Fun.


44/79

The Four Steps Of The ListeningThe Four Steps Of The ListeningProcessProcess

Paying attention.Paying attention.

Attaching meaning. Attaching meaning.

Evaluating the Message.Evaluating the Message.

Remembering & responding.Remembering & responding.


45/79


46/79

Communication BarriersCommunication Barriers

InternalInternal Anxiety. Anxiety. Fatigue.Fatigue.

Preconceived notions or Preconceived notions or prejudices. prejudices. Resistance to changeResistance to change

about other people.about other people.

Personal concerns.Personal concerns.

ExternalExternal Noisy distractions.Noisy distractions. Interruptions.Interruptions. Location.Location. Physical obstacles.Physical obstacles. Language ( accent ,Language ( accent ,

grammar, slang).grammar, slang). Language ( foreignLanguage ( foreign

Languages).Languages).

dbl k ff


47/79

Roadblocks To EffectiveRoadblocks To EffectiveCommunicationCommunication

Unfair comparison.Unfair comparison.

Just like me. Just like me. Stereotypes.Stereotypes. Good day / Bad day effect.Good day / Bad day effect. Halo or Pitchfork effect.Halo or Pitchfork effect.


48/79

Chapter FiveChapter Five

OrientationOrientation

h h Of


49/79

Whats The Importance Of Whats The Importance Of Orientation?Orientation?

Types Of Orientation:Types Of Orientation:

The general property orientationThe general property orientation ..

The specific job orientation.The specific job orientation.

Benefits Of The GeneralBenefits Of The General


50/79

Benefits Of The GeneralBenefits Of The GeneralProperty Property

OrientationOrientation Benefits to the company.Benefits to the company.

Benefits to the employees.Benefits to the employees.

f h lR i f i Th G l


51/79

Reinforcing The GeneralReinforcing The GeneralProperty OrientationProperty Orientation

Support the propertys mission or Support the propertys mission or vision.vision.

Link the general property orientationLink the general property orientationto the trainees job.to the trainees job.

Help new employees identify internalHelp new employees identify internalcustomers & external customers.customers & external customers.

B fi Of S ifi J bB fi Of S ifi J b


52/79

Benefits Of Specific JobBenefits Of Specific JobOrientationOrientation

Benefits to the department.Benefits to the department.

Benefits to the employees.Benefits to the employees.

E bli hi R Wi h A NE bli hi R Wi h A N


53/79

Establishing Rapport With A NewEstablishing Rapport With A NewEmployeeEmployee

The role of the trainer.The role of the trainer.

1-1- F F irm.irm.2-2- F F air.air.3-3- F F riend.riend.

4-4- HH onest &onest & SS incere.incere.


54/79

Using Audiovisual AidsUsing Audiovisual Aids

Chapter Six Chapter Six


55/79

VideoVideo 1- Video stimulates.1- Video stimulates.

2- Video models the behaviors which2- Video models the behaviors which

employees must perform.employees must perform. 3- Video commands & holds attention.3- Video commands & holds attention.

4- Video is versatile.4- Video is versatile.

5- Video is consistent & cost effective.5- Video is consistent & cost effective.


56/79

Video Presentation MethodsVideo Presentation Methods

Show program without stopping.Show program without stopping.

Show program with stopping points.Show program with stopping points.- Wrong way-Right way.- Wrong way-Right way.- Vignettes or Scenarios.- Vignettes or Scenarios.

- Skill demonstration.- Skill demonstration.


57/79


58/79

Selecting Audiovisual AidsSelecting Audiovisual Aids

Number of trainees.Number of trainees. Training location.Training location.

Amount of interactivity desired. Amount of interactivity desired.

Availability of resources. Availability of resources. Cost.Cost.


59/79

Creating Audiovisual AidsCreating Audiovisual Aids

Number of ideas on one page or Number of ideas on one page or screen.screen.

Alignment. Alignment. Text.Text. Color.Color.

Graphics.Graphics.


60/79

Chapter SevenChapter Seven

Group TrainingGroup Training


61/79


62/79

Making Training InteractiveMaking Training Interactive

Interactive techniques:Interactive techniques:

1.1.Role playing.Role playing.

2.2. Brainstorming.Brainstorming.3.3. Case studies.Case studies.

4.4. Group activities.Group activities.


63/79

1- Role Playing1- Role Playing

Provide back ground.Provide back ground.

Conduct the role playing.Conduct the role playing.

Debrief the trainees.Debrief the trainees.

Close the session.Close the session.


64/79

2- Brainstorming2- Brainstorming

Identify the problem.Identify the problem.

List all the ideas about the problem.List all the ideas about the problem.

Screen the list of ideas.Screen the list of ideas.

Identify the action steps to be taken.Identify the action steps to be taken.


65/79

3- Case studies3- Case studies

Before the training.Before the training.

During the case study.During the case study.

After the case study. After the case study.


66/79

Effective QuestioningEffective Questioning


67/79

Effective QuestioningEffective QuestioningTechniquesTechniques

To open the discussion:To open the discussion:

- General questions.- General questions.- Specific questions.- Specific questions.


68/79

During Discussions:During Discussions:

- Guided - Guided questions.questions.- Rebound questions.- Rebound questions.- Redirected questions.- Redirected questions.

- Follow up questions.- Follow up questions.


69/79

To close the discussion:To close the discussion:

Open ended questions VS. closed ended Open ended questions VS. closed ended questions.questions.

- Open-ended questions.- Open-ended questions.- Closed-ended questions.- Closed-ended questions.


70/79

Room ControlRoom Control

Passive trainees.Passive trainees.

Dominant trainees.Dominant trainees.

Disruptive trainees.Disruptive trainees.


71/79

Passive TraineesPassive Trainees

1.1. Repeating the question or topic.Repeating the question or topic.2.2. Restating the question or topic in different Restating the question or topic in different

ways.ways.3.3. Providing an example.Providing an example.4.4. Providing a sample answer to get theProviding a sample answer to get the

discussion going.discussion going.5.5. Asking a person who looks interested or Asking a person who looks interested or

cooperative ( how would he respond to such acooperative ( how would he respond to such asituation.situation.

6.6. Compliment the employee for hisCompliment the employee for hiscontribution.contribution.


72/79


73/79

Disruptive TraineesDisruptive Trainees

1.1. In a friendly positive tone of voice ,In a friendly positive tone of voice ,try to get them to contribute to thetry to get them to contribute to thewhole group.whole group.

2.2. While you are looking at theWhile you are looking at thedisruptive, make an appropriatedisruptive, make an appropriatecomment to stop the sidecomment to stop the side

conversations.conversations.

Entertainment As A MotivationalEntertainment As A Motivational


74/79

Entertainment As A MotivationalEntertainment As A MotivationalTechniqueTechnique

1.1. Ice breakers.Ice breakers.

2.2. Games.Games.

3.3. Prizes and giveaways.Prizes and giveaways.

4.4. Motivation.Motivation.


75/79

Chapter Eight Chapter Eight

One-On-One TrainingOne-On-One Training


76/79

Conducting one-on-one training.Conducting one-on-one training.

Conducting on-the-job training.Conducting on-the-job training.

Coaching nervous trainees.Coaching nervous trainees.

Self-paced instruction.Self-paced instruction.

Mentoring.Mentoring.

Mistakes Of On-The-JobMistakes Of On-The-Job


77/79

Mistakes Of On The JobMistakes Of On The JobTrainingTraining

1- Letting training interfere with guest services.1- Letting training interfere with guest services.

2- Letting trainees view task demonstrations at 2- Letting trainees view task demonstrations at an incorrect angle.an incorrect angle.

3- Training without using a training checklist.3- Training without using a training checklist.


78/79


79/79

Thanks for your participationThanks for your participationThanks for your contributionThanks for your contribution

Thanks for your timeThanks for your time

Certified Hospitality Department Trainer (Industry of Tourism)

Documents

Transcript of Certified Hospitality Department Trainer (Industry of Tourism)