Supervision

1
Supervision

• Chapter 8
• Employee Training and Development

2
What Youll Learn

• Why train
• Who should perform training
• How employees learn
• Developing a job training program
• On the job training (job instruction
  training)
• Overcoming learning obstacles

3
Importance of Training

• Training teaching people how to do their jobs.
• Three types of training
• Orientation
• Initial introduction to the company
• Focus on norms and policies
• Job instruction
• What to do, and how to do it
• Retraining
• Improve performance
• Teach something new

Why Train???
4
Benefits of Training

• Training benefits
• Supervisor
• Standardize performance, more time to manage,
  less absenteeism/turnover, reduced tensions,
  consistency, lower costs, better service, more
  customers
• Workers
• Confidence, reduces stress, boosts morale,
  increases job satisfaction, reduces accidents and
  injuries, opportunity to advance
• The Business
• Improves image, builds revenue and profits

5
Why NOT Train???

• Training is often neglected
• Urgency of need need them to be productivenow!
• Training time
• Costs
• Employee turnover
• Short-term workers
• Diversity of worker
• Span of jobs (simple to complex)
• Unsure of what to train

6
Quick Question

• A benefit of training is
• Giving the supervisor more time to manage
• Giving workers positive discipline
• Giving the business several warm bodies to do
  work
• Developing a buddy system

Answer A
7
The Training Performance

• Assigning the training
• Trailing, magic apron, buddy limit learning and
  control
• Training responsibility
• Supervisor is responsible for training
• Do it themselves
• Delegate training ensuring
• Proper person
• Proper training
• Proper tools
• Proper compensation
• Desire to train
• Follow up

Training the Trainer
8
Learning

• Learning is the acquisition of knowledge, skills,
  or attitudes
• Learning Styles people learn differently
• Reading, Hearing, Seeing, Doing, Multiple
• Employees learn best
• When they are actively involved in the learning
  process
• When training is relevant and practical
• When materials are well organized and presented
• With a good trainer
• When they receive feedback on performance and are
  rewarded appropriately

9
Developing Training

• Steps to developing a solid training program
• Write the performance standard
• Write the training objective
• Develop standard procedures
• Develop a training plan
• Pretest the employee
• Carry out the training for employees who do not
  meet the standard
• Evaluate
• Formative monitor training while in progress
• Summative measure results of training upon
  completion

10
Quick Question

• Measuring the results after a training program is
  completed is called
• Pretest
• Summative evaluation
• Formative evaluation
• None of the above

Answer B
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Job Instruction Training (JIT)AKAOn the Job
Training (OJT)

• Steps to successful on the job training include
• Prepare the learner
• Explain the task
• Motivate to learn
• Demonstrate the task
• Explain and describe as you go
• Have the worker perform the task
• Counsel and correct until performed properly
• Follow through
• Put them on the job and correct and support as
  necessary

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6 Keys to Successful Training

• Be aware of and use appropriate body language and
  speech
• Watch how you speak convey respect and
  appreciation
• Handle problem behaviors in an effective manner
• Avoid time wasters
• Facilitate participation and discussions
• Use visual aids

13
Quick Question

• Job instruction training consists of all of the
  following EXCEPT
• Preparing the worker for training
• Demonstrating what the worker is to do
• Having the worker perform the task
• Constant evaluation of the worker

Answer D
14
Retraining

• Retraining may be required when
• Changes are made to the job
• Performance drops below standard
• Mastery has not been reached
• Common form of retraining is coaching
• Observe the employees performance
• Communicate with the employee focusing on job
  performance

15
Overcoming Training Obstacles

• Fear
• Create a positive environment, reassure
• Unmotivated, lazy, indifference, resistance
• Emphasize what is important to learner,
  incorporate rewards
• Limited ability of learner
• Adjust training to learners level
• Unreal expectations
• Deal with people as they areno assumptions, KISS
• Poor Training Program
• Include objectives, measure achievement
  (formative evaluation)
• Poor Instructor (expert instructoror expert in
  field)
• Improve communication, technical skills, be a
  positive leader

16
What You Know

• What are the three types of training needed in
  hospitality operations?
• Who is responsible for training?
• What are some of the benefits of training?
• What are the steps included in developing a
  training program?
• When is retraining necessary?
• What are the steps to On the Job Training?