HUMAN RESOURCE

MANAGEMENT (HRM)

Training & Development

 LEARNING OBJECTIVES
o

Define training & development

Identify and explain the stages of the training cycle.
Explain how a training needs assessment is
developed and conducted.
Describe various training methods and how to select
one.
Explain how to implement and evaluate training
programs and activities.
Explain career development.

2
 FOR HR GROUP PROJECT

F. Orientation and Training & Development

Develop a suitable Training Program for either the exempt

OR non-exempt position mentioned in B. The training
programme should cover the objectives, activities,
schedule, trainer, venue etc.

You should include an evaluation form that can be used to

evaluate the effectiveness of your training program. You
may use a pre-existing form with proper citation.

3
 TRAINING
Training is a well designed program that
provides employees with the necessary
• knowledge
• skills
• abilities

to enable them to carry out their required

duties and prepares them for increased
responsibilities.

4
 WHAT IS TRAINING & DEVELOPMENT ?

Planned efforts to increase knowledge,

skills & abilities (KSA)

Training Development
_____-term, ______-term,
Current job Future job
 WHY TRAINING & DEVELOPMENT?

(1)To cope with changes in the

workplace & environment

Examples : Can you think of

Automation, some examples
of such changes
Computerisation,
in your industry?
Technology changes
e.g. ______________________,
ways of preparing food?
 WHY TRAINING & DEVELOPMENT?

(2) To cope with

changes in the
workforce

Examples :
Ageing workforce,
Housewives,
Foreign workers.

e.g. baby boomers, Gen X, Gen Y, Gen iY, the millennians

WHY TRAINING & DEVELOPMENT?

(3) To maintain competitiveness

Both locally, internationally, physically
and even virtually…...

e.g. ___________________, ___________, ________, etc.

 WHY TRAINING & DEVELOPMENT?

(4) To improve
performance,
productivity & quality

Example:
Reduce high reject rates
To provide better
customer service.

e.g. _________, ______________at hotel to meet international

standards, etc.
 THE TRAINING CYCLE

Step 1. Develop and Conduct Needs

Assessment
Step 2. Identify Training Objectives
Step 3. Establish Training Criteria
Step 4. Select Trainees
Step 5. Pre-Test Trainees
Step 6. Choose Training Methods
Step 7. Implement Training
Step 8. Evaluate Training Program

10
THE TRAINING CYCLE

Step 1. Develop and Conduct Needs

Assessment
Step 2. Identify Training Objectives
Step 3. Establish Training Criteria
Step 4. Select Trainees
Step 5. Pre-Test Trainees
Step 6. Choose Training Methods
Step 7. Implement Training
Step 8. Evaluate Training Program

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 STEP 1. DEVELOPING NEEDS ASSESSMENT
- ANALYSIS AND UNDERSTAND THE NEEDS

What are strengths and weakness

of the individual? How will this training affect
everyone in the
organization?

Organisational
Individual

Tasks &
Behaviour

What are the tasks and behaviors

required for the specific job?

12
 What are the
different methods to
assess
training
needs?

How do we get
the info???

13
 STEP 1. DEVELOPING NEEDS ASSESSMENT

• Advisory Committee – managers who review job skills &

behaviour demands; compare to current level of employee
performance
• Job Description/Job Specifications
• Work Sampling – a trained analyst systematically observes
& reviews actual work performance
• Job Performance Measurements – analyst performs each
job in addition to observation
• Attitude Surveys – what employees like & dislike about
their jobs, peers & managers
• Performance Appraisals

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 STEP 1. DEVELOPING NEEDS ASSESSMENT

• Guest Feedback – eg guest complaints

• Questionnaires – collects large amount of data easily and cheaply
• Exit Interviews – employees leaving organisation may be more willing to
share information that can help managers determine training needs
• Critical Incidents – specific incidents may be e.g. of good or poor
employee performance
• Skills Tests – employees’ ability to perform certain tasks
• Performance Documents – eg absenteeism, complaints, sales pinpoint
individual training needs

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THE TRAINING CYCLE
Step 1. Develop and Conduct Needs Assessment
Step 2. Identify Training Objectives
Step 3. Establish Training Criteria
Step 4. Select Trainees
Step 5. Pre-Test Trainees
Step 6. Choose Training Methods
Step 7. Implement Training
Step 8. Evaluate Training Program

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 STEP 2 IDENTIFY TRAINING OBJECTIVES

Training objectives fall into four (4) categories:

(1) Reaction Based – how trainees view process and enhance
employee regard for the company.
E.g. teaching employee to read & write “certain language”, quit smoking,
to lose weight, etc. -> NO direct impact but brings up the regard for the
company indirectly

* This is an important element to incorporate into all training

programmes

There must be some

“REACTION” at the end
of the training

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 STEP 2 IDENTIFY TRAINING OBJECTIVES

(2) Learning Acquired – knowledge acquisition, e.g. table layout,

crockery use, etc. Employees are trained for the purpose of obtaining
certain knowledge and skill set.

(3) On-The-Job Behaviors – related to job performance and delivery,

eg: friendliness, customer service quality, etc.

(4) Results Orientated – improves measurable outcomes eg: reduce

waste in kitchen, check in guests more quickly, etc.

Training objectives must be clearly established andmultiple

training objectives can happen at the same time.

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 THE TRAINING CYCLE
Step 1. Develop and Conduct Needs Assessment
Step 2. Identify Training Objectives
Step 3. Establish Training Criteria
Step 4. Select Trainees
Step 5. Pre-Test Trainees
Step 6. Choose Training Methods
Step 7. Implement Training
Step 8. Evaluate Training Program

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 STEP 3. ESTABLISH TRAINING CRITERIA

Benchmark to measure learning skill

A training can be correctly assess ONLY if it can be measured and
be linked clearly with objectives set in step 2.

e.g. During a session devoted to food service training, knowing how to set and
serve a table efficiently was established as a criterion for success. So to
measure, trainees are expected to perform these tasks within a specific time
frame independently

Think of other examples in your industry

that can be MEASURED clearly?

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THE TRAINING CYCLE
Step 1. Develop and Conduct Needs Assessment
Step 2. Identify Training Objectives
Step 3. Establish Training Criteria
Step 4. Select Trainees
Step 5. Pre-Test Trainees
Step 6. Choose Training Methods
Step 7. Implement Training
Step 8. Evaluate Training Program

21
STEP 4. SELECT TRAINEES

Train entire department?

E.g. _______________________________

Train group within the department?

E.g. _____________________ in customer service: “Train the
__________”

Train individual employees within the

department?
E.g. _________________who failed to exhibit the
________________mindset.

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THE TRAINING CYCLE
Step 1. Develop and Conduct Needs Assessment
Step 2. Identify Training Objectives
Step 3. Establish Training Criteria
Step 4. Select Trainees
Step 5. Pre-Test Trainees
Step 6. Choose Training Methods
Step 7. Implement Training
Step 8. Evaluate Training Program

23
STEP 5. PRE-TEST TRAINEES
We need to identify and see what is the baseline BEFORE training
then we can establish if training prgramme was useful by testing the
trainees AFTER the training and comparing their performances
before and after.
E.g. “mystery shopping BEFORE -> scored 65%” KPI: Hit 85% AFTER

Good practice: Pretest – Post test Design

• Group #1 tested before training and after training
• Group #2 tested before and after without training (Control Group)
• Compare 2 groups – Managers can measure impact of training

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THE TRAINING CYCLE
Step 1. Develop and Conduct Needs Assessment
Step 2. Identify Training Objectives
Step 3. Establish Training Criteria
Step 4. Select Trainees
Step 5. Pre-Test Trainees
Step 6. Choose Training Methods
Step 7. Implement Training
Step 8. Evaluate Training Program

25
STEP 6. CHOOSING TRAINING METHODS

What are examples of training

in the hospitality industry?

26
 ON-THE-JOB TRAINING (OJT)
Systematic coaching of employees
by direct supervisors _____
workplace through actual work.
Better in smaller group
Usually cost lesser
Staff can still be productive while
on OJT
May affect image or company if
trainee perform badly
OFF-THE-JOB TRAINING
(OffJT)
Usually conducted ________the
workplace by trainers in a
classroom.
Useful for transferring general
knowledge to a large group.
Cost money to engage trainer
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 DIFFERENT TYPES OF T&D
2 main types of training:

On-The-Job training: Off-The-Job training:

-Apprenticeship -Classroom training
-Coaching -Videos
-Mentoring -Simulation exercise
-Job rotation -Role Play
-Vestibule training
STEP 6. CHOOSING TRAINING METHODS
EXAMPLES: For Managers
• Case Study Training – case which is real or hypothetical

• In-Basket Training – wide array of problems similar to those

found in their in-basket at work

• Conference Training – one on one discussion between

trainer and trainee

• Behavioral Modeling – learn by observing others

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STEP 6 CHOOSING TRAINING METHODS
Examples: Non-Managers
• On-The-Job Training (OJT) – teach another desired skill

• JIT (Job Instruction Training) – structured approach thru _____

of _______

• Lectures (Off the Job Training)

• Coaching/Mentoring – overall professional

devt of protégés

• Programmed Instruction – trainees learn at ______pace

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STEP 6 : CHOOSING TRAINING METHODS

Training for all employees:

• Job Rotation – move from one job to another
• Role-playing – experience real or exaggerated
work situations
• Vestibule-training - simulation (virtual _______ of work
environment in off-site setting)
• Business Games – simulation ( deal with variety of issues
in _________________environment)
• Sensitivity Training – enhance ______-________ skills
• Basic Skills Training – literacy and numeracy
• Team Training – team building programs
• Diversity Training – educate employees to be sensitive &
respectful towards co-workers, guests & suppliers

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THE TRAINING CYCLE
Step 1. Develop and Conduct Needs Assessment
Step 2. Identify Training Objectives
Step 3. Establish Training Criteria
Step 4. Select Trainees
Step 5. Pre-Test Trainees
Step 6. Choose Training Methods
Step 7. Implement Training
Step 8. Evaluate Training Program

32
STEP 7. IMPLEMENT TRAINING
Anticipate resistance to change – due to negative experience or
fear of lost employment

Keep attendance records – to facilitate claims (to qualify for

government grants)

Keep time commitments

Location must be ideal for learning

Agenda – clear expectations : learning objectives?

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STEP 1 : PREPARATION

Trainer
Use training guidelines & notes
Must be able to perform task to be taught
Choose appropriate medium of instruction
Understand company “jargon”
Decide is OffJT necessary to supplement OJT?
Choosing appropriate time to coach employees &
duration of coaching session.
 STEP 1 : PREPARATION
Trainee
Inform him/her of date/time/place of training
Put trainee at ease, e.g. : engage in friendly talk
before the start of training
Advise employee of what he will be learning, eg :
explain briefly the task and how it relates to the
job
Point out to employee the safety procedures, eg :
put on safety gear
STEP 1 : PREPARATION

Machines/Tools/Equipment/Materials

Prepare the workplace, machines, tools,

equipment & materials in advance

Ensure that all equipment & materials are in

working order
STEP 2 : DEMONSTRATION

Position

Demonstrate from the same side

as actual work position
Employee must see and hear
clearly what is being taught
Show every move/ step clearly
STEP 2 : DEMONSTRATION

Tasks
Explain the task and how it fits into the job
Explain what to do in the task
Show how the task is performed - step-by-step at
normal speed
Explain why the task is done
Emphasise key points
Repeat action & explanation
but at a slower pace
STEP 3 : SKILLS PRACTICE
Practice

Let employee practise on

his own
Check his progress to
ensure that correct
procedures are carried out
Encourage and give
feedback
STEP 4 : FEEDBACK/ FOLLOW-UP

Review performance regularly

Spot-train (corrective training) if necessary
THE TRAINING CYCLE
Step 1. Develop and Conduct Needs Assessment
Step 2. Identify Training Objectives
Step 3. Establish Training Criteria
Step 4. Select Trainees
Step 5. Pre-Test Trainees
Step 6. Choose Training Methods
Step 7. Implement Training
Step 8. Evaluate Training Program

41
STEP 8. EVALUATE TRAINING PROGRAM
Measure Change (were the four objectives met?)
• Reaction – how trainees _____ about training
• Learning – how trainees ______ from training : pre and post test
• On-the-Job Behaviors – measures whether trainees ________ in
performance
• Results – did training yield ___________for organisation eg: ______

Identify the Cause – need to established if the “new behaviour” was due to
the training, so need to create Pretest -posttest training control group (as
mentioned earlier at slide 27, step 5)

Troubleshoot Program Failures – not all training programmes will be successful

due to poor design.
-eg trainer may have presented the material inappropriately for trainees,
trainees may not have understood the material, training needs inporperly

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addressed, wrong training method or site was chosen, training objectives or
criteria unsuitable.
CAREER DEVELOPMENT
Training devoted to developing managers is generally called either career
development, management development or career planning.
Managers typically progress through development stages:

➢ Organizational entry – focus on socialisation, learning how to adjust

to hospitality business world & how to be an effective manager. E.g.
leadership styles, interpersonal skills, management-style training, etc.

➢ Reality shock – at this stage the manager realises his life and career,
and may be suffering from mid-life or middle-career crisis. Company can
focus on promoting responsibility & growth to reassure managers there
is a place for them in organisation and to overcome boredom with new
challenges. New skills may be learnt.

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 CAREER DEVELOPMENT

➢ Approach retirement – focus shifts to issues associated with mentoring,

passing info to younger generation. “Make them feel useful and still a valuable
asset to the organisation. Learning to coach, mentor and be a role model will
be important at this stage.

➢ Retirement – help in exploring self-identities and leisure activities?

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 FOR HR GROUP PROJECT

E. Orientation and Training & Development

(ii) Develop a suitable Training Program for either the exempt OR non-exempt
position mentioned in B. The training programme should cover the
objectives, activities, schedule, trainer, venue etc. You should include an
evaluation form that can be used to evaluate the effectiveness of your
training program. You may use a pre-existing form with proper citation.
(6 marks)

45
 LEARNING OBJECTIVES
o

Define training & development

Identify and explain the stages of the training cycle.
Explain how a training needs assessment is
developed and conducted.
Describe various training methods and how to select
one.
Explain how to implement and evaluate training
programs and activities.
Explain career development.

46