Chapter Thirteen: Employee Training and Development

• Goals of Orientation• Behavior Modeling• Learner Controlled

Instruction• Effective Trainers• Effective Managers• Effective Training

Programs

Orientation• Explain company

history/mission/goals

• Make the employee feel welcome

• Ensure that the employee knows what to do and who to ask when unsure

Orientation• Explain and show

what is expected• Demonstrate each

task in the job• Explain various

programs and social activities available

• Tour of restaurant

Training• Ease of

comprehension• Step-by-step job

learning• Use of job checklists• Observation• Seminars/Programs• Handbook/Manual • Enthusiasm in

presentation

PART-TIME EMPLOYEESAdvantages:• No need to pay benefits• Flexible scheduleDisadvantages:• Lack of continuity • More people to train• Tend to be less

motivated

Development

• Promotes problem-solving ability

• Provides analytical skills/new perceptions

Behavior ModelingDepicts the right way to…

–handle personnel problems

– interview–evaluate applicants–make decisions–Reward or Punishment

Learner Controlled Instruction (LCI)

… a program in which employees are given job standards to achieve and asked to reach the standards at their own pace.

Learner Controlled Instruction (LCI)

• Less costly than classroom instruction

• Accepts that people have different levels of ability

• Learner is self-motivated

• Learning resources: books, written policies and practices, experts

The Manager as Coach• Trains and motivates• Shows people how to

perform• Gives criticism when

needed• Stresses the RIGHT

WAY• Gives positive feedback

Leadership

• Transforms problems into challenges

• Excites the imagination• Calls on pride• Develops a sense of

accomplishment• Provides opportunities o

overcome obstacles

Characteristics of a Leader

• Coordination• Delegate tasks• Meet deadlines• Flexible• Team player• Long-term goals• Enthusiastic

Characteristics of a Leader

• Handle rejection• Communicate• Challenger• Motivator• People-oriented• Responsible • Build employee development

Subtleties of Supervision

• Motivation theories stress reinforcing desirable behaviors

• Emphasize the specific behavior- not just general praise

• The employee will be likely to repeat that behavior

• Treat undesirable behavior the same way

Motivation through Partial Ownership• “A piece of the action” encouraging unit

managers to acquire through purchase a percentage of the store they manage

• Makes every unit manager a capitalist, and a part owner without the risks

• Allows persons with enterprise spirit to enjoy it with minimal investment and maximum protection from failure

The End