2. Objectives ofthis session
I
• Define the training
II
• Clear about the characteristic oftrainer
III
• Clear about the key responsibilities of trainer
IV
• Understand the type of training and code of conduct
V
• Determine the material for training and classroom set up
V
• Be able to practice and presentation
2
3. Introduction
1. What is your name ?
2. What is your position?
3. How many years have you been working? Where?
4. Why do you come to join training?
5. What do you expect learning from this section?
3Prepared & Lectured by MAO Samedy (MBA) 1st Edition 2014– Introduction To Hospitality and Tourism
4. What is Training?
“Training” is….
The Structured Learning
Processes that help
improve the Trainees’…
•Knowledge
•Understanding
•Skills
•Attitude
5. What’s in it for me?
For Trainees:
Become passionate to deliver
WOW experience to customers
Feel that they are part of the team
Become motivated to contribute in
restaurant success
Become confident before giving
their own task
For Manager:
Having well-trained staff that
posses positive attitude towards
work
Employee has great passion and
energy to provide 100% customer
satisfaction
Store is run by highly capable
employees
Obtained
Knowledge &
Skilled
Capability to drive
achievement
6. When do we need Training?
When a new staff is hired
When we have new product launching or new
equipment is introduced in the store
When staff do not know how to deliver 100%
Customer Satisfactions
Note:
As Manager you need to monitor the performance of
your staff and identify individual training needs.
7. What happens if employee not trained?
Staff can not perform the task correctly.
Staff may loose the motivation since he/she can
not perform the task correctly
Some customer may receive poor quality product
or service
8. Why 4 Steps of Training?
Lecture only
Training thru
Demonstration
Trainees Participate
& Practise
Learning Level: 0 – 20%
Learning Level: 21–60%
Learning Level:61-100%
9. About Me…
I HEAR I FORGET !
I SEE I REMEMBER !
I DO I UNDERSTAND !
I PRACTISE I FAMILIAR !
I EXPERIENCE I BECOME EXPERT !
I BECOME EXPERT I HAVE FUN !
I HAVE FUN I AM HAPPY WITH MY
JOB !
10. Benefit of Effective Training…
Benefit for trainee
Prepares employees to do their jobs effectively
Improves self-confidence
Improves motivation
Improves morale
Prepares for promotion
Reduce tension and stress
Provides an opportunities to succeed
11. Benefit of Effective Training…
Benefit to the property
Increase productivity
Reduce cost
Build strong employee team
Decrease safety hazards
Create better images
Build repeat business
Increase referrals and decrease absenteeism
Attracts potential employees and reduces turnover
12. Benefit of Effective Training…
Benefit to the guest
Provide high quality product
Provide high quality services
Make their visit more pleasant
Makes their feel they are getting their money’s worth
Provides a safer visit
13. Training methods
As a supervisor, you will use a variety of training
methods to provide information and feedback to
employees:
Group training
One-on-one training
On the job training
Off the job training
14. Characteristic of an Effective Trainer…
Display good knowledge and great enthusiasm of the subject
Treat everyone with the right respect
Believe in the ability of the Trainee to learn new things
Knows how to recognize, praise and support if needed
Always set high expectations from themselves
Display passion to deliver 100% Customer Satisfactions
Has discipline on training process, “No Short Cuts”
15. Who is the trainer?
Is a good listener.
Possesses a keen sense of observation.
Uses positive body language stance.
Adapts and adjusts to prevailing & changing circumstances.
Adopts both the pro-active and reactive approach.
Leads by example.
Has a willingness to learn.
Shows respect to everyone’s views & opinions.
16. Who is the trainer?
Challenges trainees to come up with ideas &
suggestions.
Employs motivational feedbacks as a form of
encouragement, with constructive criticisms, where
necessary.
Uses developmental feedback but only when it is
absolutely necessary.
Is articulate and makes adjustments to changing
circumstances.
Uses best practices as
a basis of training.
17. 7 Key responsibilities of trainer
However, their primary accountability lies directly in
the area of training which includes the following 7
key responsibilities:
Scoping.
Planning.
Designing.
Preparation.
Updating.
Delivering.
Validation.
18. Four step Training method
Step one : Prepare to train
Write Training objectives
Develop Step-by-step-plans
Decide On training method
Prepare a training schedule
Select the training location
Step two : conduct the training
Prepare The trainee
Begin the training session
Demonstrate the step
Avoid Jargon
Take Enough time
Repeat the steps
19. Four step Training method
Step Three : Coach Trial performance
Let Trainee practice
Coach the trainee
Step Four : Follow through
Coach a few tasks each day
Continues positive support
Correct the trainee when necessary
Evaluate the trainee progress
Take Enough time
get the trainee feedback
20. Other responsibilities of trainer
Apart from the 7 key responsibilities of Scoping, Planning,
Designing, Preparation, Updating, Delivering and Validation, a
Trainer also has other responsibilities to manage. They are:
Recommending training to meet company’s business objectives.
Delivering supplementary training for slow learners.
Conducting re-training for unsuccessful candidates.
Keeping attendance records and training registers.
Assessing & marking validation papers.
Maintaining currency & recency status of regulatory training.
Managing certification & licensing of regulatory courses.
Designing work procedures & task processes.
21. Type of training
Though training is wide-ranging, and they come in a
variety of forms, structures and delivery methods.
Some are simple & straight forward, while others
may be more complex & intricate.
However, there are basically 2 types of training:
Non-technical (or soft skills) training.
Technical (or hard skills) training.
22. Type of training
Jokes, puzzles, ice-breakers and games are very
useful training tools to use, and these may be
introduced for the purpose of:
Adding fun & laughter
Awakening the thought process.
Reducing mental stress.
Removing boredom.
23. Non technical training or soft training
Training under this category include:
Customer Service.
Management & Supervision.
Administration & HR.
Sales & Marketing.
Teamwork & Group Dynamics.
People.
24. technical training or hard training
These include a certain amount or level of ‘hands
on’ approach:
IT-related.
Communication Systems.
Business Systems.
Safety & Security.
Operations.
25. Code of conducts
As a Trainer, there is a Code of Conduct which you
must adhere to. These are generally the “do’s” and
“don’ts”.
26. Do’s
All your planning & preparation tasks are
completed before the start of your training session.
Determine your training approach and rehearse
through it.
Training courseware and supporting materials are
ready and distributed.
The classroom is set up to optimise the type of
training. All IT-related equipment is pre-tested for
connectivity.
Lead by example: Be the earliest at the training
venue, especially on the first day.
27. Do’s
Greet trainees as they report in, especially on the
1st day.
Set the tone by making trainees feel at ease: Smile,
positive body language.
Welcome the trainees to the training session.
Begin with an introduction, even if everyone is
familiar with one another. Use different approaches
to add flavour.
Invite the trainees to ask questions.
28. Do’s
Encourage the trainees to challenge you with their
ideas & viewpoints.
Always praise or thank a trainee for his/her answer
or input.
Ask check questions as often as you can to ensure
the trainees are in-sync with your training delivery.
Keep to your schedule: It is important not to over-
run your session timings.
If you need to skip or cut short a lesson/session,
make sure you re-visit it at some later point in time.
29. Don’ts
Never practise favouritism on individuals or
teams/groups.
Do not adopt the talk-down approach to the
trainees.
Avoid being late. Being punctual is a form of
discipline.
Do not discuss issues of a trainee with others.
Do not deprive trainees from speaking their minds
or they will close up.
Avoid being judgemental if you ant openness.
30. Don’ts
Avoid harsh words & tones, and negative body
language.
Do not skip or omit lessons without advising the
trainees the reason why.
Do not deliver your training affixed to one location.
Do not think, speak or act negatively. Be aware that
you are always the main focus of the audience’s
attention.
Do not point directly at anyone with your finger. A
better way is to clench your fist with your thumb
pointing outwards.
31. Tip to universal speaking
Here is a list of ‘12 Tips To Universal Speaking’ to
help you to optimize your performance:
Know your audience and where they come from.
Ask the right questions.
Make a sincere effort to empathize.
Be diplomatic at all times.
Tell different jokes for different folks.
Beware of body language.
Speak with a speed limit.
Use a script.
Choose words wisely.
Target your message to common interest.
Learn a phrase or two of the local lingo.
Do not be intimidated.
33. Joining instruction
Welcome & Introduction.
Course name/title and training agenda (where applicable).
Trainee names (include departments if they are from different
work areas).
Dates/Days and Times.
Venue.
Code of Conduct.
Dress Code.
Trainer’s Name.
Pre-course assignments (if any).
Specific requirements.
Supplementary information.
Conclusion.
34. Equipment, Materials & Tools
There are lots of training materials & tools a Trainer must plan,
procure, produce and prepare before the actual training
commences.
During the Planning phase, all these must be taken into account:
Lead-time.
Quantity.
Cost.
Production & procurement processes.
Alternative plans.
35. Training Equipment & Stationery:
Apart from the basic training materials & tools, there is a host of
stationery items to consider for the classroom/training venue:
Markers: Black, blue, green & red.
Whiteboard & duster.
Flipchart stand & paper.
Lap-top & projector.
Computers (for technical training only).
Laser pointer.
Slides and transparencies.
CDs, DVDs and Videos.
Posters.
Tables & chairs.
F & B area/point.
36. Trainer’s Training Materials & Tools:
Though training materials & tools differ from one type of
training to the next, particularly between non-technical or
technical courses, the mandatory items are:
Lesson plans.
Presentations.
Reference materials.
Training agenda & schedules.
Joining Instructions.
Safety and protective gear.
Games: Ice-breakers, quizzes, etc.
37. Trainees’ Training Materials & Tools:
Though training materials & tools differ from one type of
training to the next, particularly between non-technical or
technical courses, the mandatory items are:
Courseware (student kits).
Addenda, attachments and hand-outs.
Pens/pencils.
Correcting fluids/erasers.
Writing pads.
Sticker pads/strips.
Rulers.
38. Classroom/Training Venue
The way a classroom/training is set up can
determine the successful outcome of the training.
This is where the Trainer needs to visit the location
before hand and get a first-hand look/feel of the
place.
Optimising the table & seating arrangements, the
position of the trainer’s desk, the projector point, is
key to a great set-up.
39. Classroom/Training Venue
Round tables are most appropriate.
Seating space must be roomy from one trainee to the next.
Seatings must be done in a way there is a clear field of vision
for trainees to see everyone and everywhere.
Pre-arrange the tables & seatings to see if every position can
achieve 100% field vision.
Due consideration must be given to ensure shorter trainees or
those having visual issues or short-sightedness sit in front.
40. Classroom/Training Venue
One golden rule to remember is: NEVER arrange tables &
chairs in a way where the trainees’ backs are facing your
direction.
Before training commences, always check with the trainees
that they can see the board or presentation and can hear you
from where they are seated. You may need to adjust as
necessary.
Electrical wires, extension cords, adaptors must be properly
taped down to avoid tripping accidents.
The F & B point must always be away from the main training
area.
42. Summarize
1. Training is
2. When do we need training
3. Method for training are
4. Benefit of training
5. Characteristic of trainer
6. 7 key responsibilities
7. Do’s and Don'ts
8. Training equipment and stationary
Prepared & Lectured by MAO Samedy (MBA) 1st Edition 2014– Introduction To Hospitality and Tourism
