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HRM 216 > Chapter 5 > Flashcards

Chapter 5 Flashcards

1
Q

What is Training?

Definiton

A

the process of developing a staff member’s knowledge, skill, and attitudes, necessary to perform tasks required for a position.

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2
Q

Basis of Effective Training

Effective training should be:

A
  • Performance Based
  • Cost Effective
  • Feedback
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3
Q

Definition of Performance Based Training:

Performance-Based Training

A
  • Systematic way of organizing training in effort to help trainees learn the tasks considered essential for effective on-job performance.
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3
Q

Definition of Cost-Effective Training:

Cost-Effective Training

A
  • Term that indicates that something such as training is worth more than it costs to provide it.
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4
Q

Definition of Feedback

FeedBack

A
  • Response provided to a question or larger scale inquiry such as a customer survey.

Can be immediate & training can be delivered at the pace of the trainee

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5
Q

What are the Benefits of Training?

13 Benefits

A

1- Improved Performance
2- Reduced Operating Costs
3- More Satisfied Guests
4- Reduced Work Stress
5- Increased Job Advancement Opportunities
6- Imporved Staff Relationships
7- More Professional Staff
8- Fewer Operating Problems
9- Lower Turnover Rates
10- Increased Morale
11- Higher Levels of Work Quality
12- Easier to Recruit New Staff
13- Increased Profit

Explanation in notes

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6
Q

What are the Obstacles to Training?

10 obstacles

A

1- Insufficient Time
2- Too Much Time
3- Lack of Financial Resources
4- Insufficient Trainers’ Knowledge & Skills
5- Lack of Quality Resources Available For Training
6- Scheduling Conflicts
7- Turnover
8- Insufficient Lead Time Between One’s Hire Date & The Time When They Must Be On The Job
9- Difficulty in Maintaining Training Consistency
10- Trainer Apathy

Explanation in notes

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7
Q

What are the Training Myths?

5 Training Myths

A

1- Training is Easy
2- Training Costs Too Much
3- Training is a Staff Function
4- Only New Staff Need Training
5- There is No Time For Training

Explanations in notes

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8
Q

What are the Training Principles?

15 in PDF (Additional 5 in copybook)

A

1- Trainers Must Know How To Train
2- Traineing Must Focus on Real Problems
3- Training Must Emphasize Application
4- Training Should Be Informal
5- Training Should Employ a Variety of Training Methods
6- Training Focus Should Be On Trainees
7- Trainers Should Allow Trainees To Practice
8- Trainers Require Time To Train
9- Training Environment Must Be Positive
10- Trainees Should Be Treated As Professionals
11- Trainees Need Encouragement & Positive Feedback
12- Trainees Should Not Compete Against Each Other
13- Trainees Should Be Taught The Correct Way To Perform a Task
14- Train One Step At a Time
15- Train Each Task Using a Step-by-Step Plan

other 5 are in copybook

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9
Q

Focusing On The Trainer:

11 Points

A

1- Have The Desire To Train
2- Have Patience
3- Be Enthusiastic
4- Value Diversity
5- Know How To Train
6- Have The Proper Attitude About The Employer, Peers, Position, & The Training Assignment
7- Possess The Necessary Know;edge & Ability (Skills) To Do The Job For Which Training is Needed
8- Utilize Effective Communication Skills
9- Exhibit Humor
10- Show Genuine Respect For The Trainees
11- Celebrate The Trainees Success

Explanation in notes

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10
Q

What Is The Formal Training Process?

9 Steps (Only 7 Steps Will Be Explained In This Chapter)

A

Step 1: Define Training Needs
Step 2: Conduct Needs Assessment (Position Analysis)
Step 3: Develop Training Objectives
Step 4: Develop a Training Plan
Step 5: Develop Training Lessons
Step 6: Develop (Update) Training Handbook (File)
Step 7: Prepare Trainees
Step 8: Conduct Training ( Individual Vs. Group)
Step 9: Evaluate Training

Each Step Has An Explanantion

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11
Q

Step 1: Define Training Needs
(Tactics To Identify Training Needs)

8 Tactics

A

1- Observation Of Work Performance
2- Input From Guests
3- Input From Staff Members
4- Inspections
5- Failure To Meet Performance Standards
6- Analysis Of Financial Data
7- Performance / Skills Assessments
8- Exit Interviews

Explanantion in notes

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12
Q

Step 2: Conducting a Position Analysis
(What is a Position Analysis?)

A
  • Position analysis identifies each task that is part of a position & explains how it should be done with a focuson knowledge & skills.
  • It becomes the foundation for developing training programs whether for new employees or existing ones. (new equipment, revisions in procedures etc..)

Explanation in notes

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13
Q

The Basic Steps For Creating a Postion Analysis:

4 Steps

A

1) Preparing a Task List
2) Developing Task Breakdown
3) Consider Performance Standards
4) Writing a Position (Job) Description

Each will be explained

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14
Q

How To Develop a Task List?

Step 1 in making a position analysis

A

1) Obtain Interview Input (Open-ended questions are recommended)
2) Use Simple Questionnaire
3) Observe Staff Members

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15
Q

What Is a Task Breakdown?

Step 2 of making a position analysis

A
  • Indicates how each task identified in the task list should be performed
  • a systematic method for completing a tak, involving a series of steps.
16
Q

The Benefits Of a Task Breakdown:

4 benefits

A

1- Indicates the correct way to perform a task to best ensure that perfromance standards are attained
2- Trainees benefit from written instructions
3- Trainer can review a task breakdown with a trainee, who will then demonstrate it using the task breakdown as a guide.
4- Trainees can practice each step & then compare procedures used with those noted in the task breakdown.

17
Q

What Do Performance Standards Outline?

Step 3 of creating a position analysis

A
  • They outline the quality and quantity outputs for each task (e.g. standardized recipes)
  • Quality requirements cannot be sacrificed for qunatity requirements
  • Performance standards should be specific & objectively measured. (e.g. checking in numbers of guests vs, following the proper procedure)
18
Q

What Is a Position (Job Description)?

Step 4 of creating a positon analysis

A
  • It is the summary of a job, listing major tasks.
  • Used in recruitment to provide applicants with an overview, but also serves as a training guide, aiding in supervision & evaluating performance.
  • it ensures that staff performs tasks as descried. ensuring a comprehensive understanding of the job.
19
Q

Step 4: Develop Training Plans
What is a Training Plan?

A
  • It is a description of the structure (overview) & sequence of the entire training program.
  • It should provide an overview of the content
  • It should be well structured & logical
  • It should proceed from easy to difficult & from general to specific
  • It should build on the trainees experience
  • Consider the nice-to-know information vs the need-to-know information

More in notes

19
Q

Step 3: Define Training Objectives

2 Purposes for training objectives

A

1) To help the trainer connect the purpose(s) of the training program with it’s content
2) To help evaluate training: training objectives outline the program’s goals & objectives, ensuring the best use of limited resources.

20
Q

Step 5: Develop Training Lessons
What are Training Lessons?

A
  • The information to be presented in a single session of the training plan.
  • Each lesson contains one or more specific training objectives & indicates the content & methodologies required to enable trainees to master the content.
  • Can be used for both new & experienced staff
  • The “why”, “what”, & “how” are important (turnkey module)
21
Q

Step 6: Develop Training Handbook (File)

A
  • Training handbook is a hardcopy or electronic manual (file) that contains the training plan & associated training lessons for a complete training program.
  • The program can be comprehensive or more specific
  • It can include:
    1) Introduction
    2) Current position description
    3) Copies of all task breakdowns
    4) Training lessons for each task breakdown including evaluation processes
    5) Training lessons for generic subject matter such as guest service & safety basics.
22
Q

Step 7: Prepare Trainees

A
  • Implementing training programs is easier when trainees have provided their input into their development.
  • To motivate trainees:
    1) tell them what to expect
    2) opportunities for group discussions about the training should be provided
    3) explain why training is needed
    4) provide timing for the training
    5) address trainees concerns
    6) emphasize the importance of training
    7) explain that training will be directly related to the trainees work
    8) stress that the training will be enjoyable & worthwhile
    9) tell trainees how they will be evaluated

HRM 216 (3 decks)

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