对外经贸大国际工商管理学院牛雄鹰-基于胜任特征的管理培训.ppt

基于胜任特征的管理培训牛雄鹰对外经贸大国际工商管理学院培训的目的向企业雇员传授广泛的技能利用培训强化雇员的献身精神企业用于培训的投资外企在员工培训上越来越重视，75以上的外企每年的培训费占销售收入的比例在15。其中内训预算没人每年为1930元，时间为8.85天/年；外训预算为1650元，时间为5.2天/年。调查显示，培训费较上一个财政年度稳中有升。2000/4/12中华英才网ChinaHR.com的外企薪资调查（北京市西三角人事技术研究所举办）IBM、施乐、MOTOROLA等公司每年将其工资总额的510用于培训。两种培训上岗引导培训在职开发的培训上上 岗岗 引引 导导 培培 训训新雇员上岗引导新雇员上岗引导(Orienting New Employees)定义：给新雇员介绍做好本职工作所必须的企业基本背景情况的过程。功能：减少新雇员上岗初期的紧张不安及可能感受到的现实冲击；使新雇员尽快熟悉企业的目标、价值观、工作任务、业绩期望等。程序执行者工作标准新雇员上岗引导程序新雇员上岗引导程序准备迎新企业基本情况介绍工作基本情况介绍核查与补充签订协议与合同准备阶段的要求执行人：部门经理工作标准：新雇员上岗两周前，部门经理填写“人员变动通知单”并交给人力资源部；确定给新雇员介绍的内容。迎新迎新阶段的要求执行人：人力资源部工作标准：新雇员上岗第一天到人力资源部报到；发给新雇员工作证；雇员上岗需办手续清单”，填写所有与人力资源部有关的表。企业基本情况介绍企业基本情况介绍的要求执行人：人力资源部工作标准：告诉新雇员上岗引导计划；通过视频、手册、印刷材料等手段，向新雇员介绍公司的传统和价值观、人事政策、公司组织结构及运营情况、工作绩效评价、工资发放、加薪与晋升、雇员福利等；将新雇员介绍给其部门经理。工作基本情况介绍工作基本情况介绍的要求执行人：部门经理工作标准：按“新雇员上岗需办手续清单”办理自己职责范围内的手续；准确讲解新工作的要求、期望和规则；将新雇员介绍给他或她的新同事；请新同事向新雇员介绍他们在公司工作的工作经验让雇员熟悉工作场所；向雇员讲解安全措施和规章制度。核查和补充核查和补充执行人：人力资源部、部门经理工作标准：核查新雇员有哪些上岗引导计划中的内容被忽略；对被忽略的部分进行必要的补充。签订协议及劳动合同签订协议及劳动合同执行人：人力资源部、新雇员工作标准：签创新和机密消息协议；签与知识产权有关的协议；签劳动合同。在在 职职 开开 发发 培培 训训培训与开发培训与开发(Training&Development)定义：企业通过培训和开发项目改进雇员能力水平和组织绩效的一种有计划的、连续的过程。功能：提高企业生产率；防止企业各层次人雇员作知识和技能的退化；为完成更高层次的任务作好准备。程序执行者工作标准培训与开发程序培训与开发程序评估T&D需求明确T&D目标选择T&D方法选择T&D媒介实施T&D计划评价T&D效果评估评估T&D需求需求执行人执行人：人力资源部T&D经理工作标准工作标准：评估新雇员的培训需求：任务分析列出某项工作的主要任务和子任务；说明执行任务和子任务的频率；说明每项任务和子任务的完成的数量和质量标准；说明在什么条件下完成任务和子任务；准确说明每项任务和子任务所必需的知识和技能；确定是在岗学习还是脱产学习；确定在岗雇员的培训需求：工作绩效分析评价雇员当前的工作绩效；核查当前工作绩效与要求的工作绩效之间的差距；分析产生工作绩效差距的原因；确定谁需要接受培训；确定需要进行哪种培训；明确明确T&D目标目标执行人：人力资源部T&D经理、直线经理工作标准：详细说明圆满完成培训计划后受训者能够达到的知识和技能水平。选择选择T&D 方法方法执行人：人力资源部T&D经理工作标准：根据培训和开发的特定对象和内容，选择适当的方法和技术。选择选择T&D媒介媒介执行人：人力资源部T&D经理工作标准：根据培训和开发的特定对象和内容，选择适当的媒介，如：多媒体、录象带、电影胶片、闭路电视、幻灯机、投影仪、挂图和黑板等。实施实施T&D 计划计划执行人：人力资源部T&D经理工作标准：选择合格的培训人员；根据培训目标和选定的方法、媒体进行培训；对培训过程进行监控。评价评价T&D效果效果执行人：人力资源部T&D经理工作标准：评价受训者对培训计划的反应；确定他们是否学到了预期应学到的原理、技能和事实；搜集受训者工作行为的变化情况；确定预先设定的培训目标的完成程度。一个例子对销售部经理的培训职业心理素质总要求职业心理素质总要求能表现出专业技巧、自信和专业技能；具有较强的竞争性、对待工作比较热心和积极；能积极努力地达到个人、团队、地区和公司的目标与目的。职业心理素质的具体要求职业心理素质的具体要求在与客户交流沟通过程中表现出自信和自尊，能提供清晰、正确、真实的信息。即使是在处理困难的业务过程中，也能保持积极的心态在销售过程中，能克服各种困难，顽强地追求实现既定的销售目标能够为自己建立有挑战性的销售目标，有成为最优秀的销售人员的强烈愿望为了促进地区销售和公司整个销售的成功，能热心地做出牺牲对基于胜任特征的工作规范的考察Customer service in saleslKeepacustomer firstattitudel Usepracticalskillstocreateandkeepcustomersl Recognise customers needs and know how tosatisfythemlFindpositivesolutionstocustomercomplaintslRecognizedifferentcustomerpersonalitytypesandthebestwaytohandlethemConsulting Skills in saleslAnticipatescustomersneedslEstablishcustomerpartnershiplIdentifyneedslRecommendsandleveragesolutionslFacilitatescustomerdecisionmakinglEstablishsuccessindicatorslMeetcommitment/followthroughNeeds IdentificationDefinition：Identifies,monitors,andmeasurestheclientorprojectneeds.Behavioral CharacteristicsKnowtheclientsbusinessKnowtheclientsorganizationgoalsorthegoalsoftheprojectAnalyzethegoalsandassesswhatitwouldtaketoattainthem;assesscurrentabilitytomeetthoseneedsAsk clients what they would like;surveyclientsProduct knowledgeDefinition:Knowthecompanysproductsand services;keeps knowledge current;knowstheproducts/servicesfeaturesandbenefitsBehavioral CharacteristicsConsistently review company newslettersandotherinformationsourcesDeveloprelationshipswithco-workerswhoareexpertsinotherproducts/servicesRegularlyreviewindustrydata/informationforgeneraltrendsAttendseminarsProspectsClientsDefinition:Recognizesclientsthatarepossiblecandidatesforourservices;referstheseclientstoaskilledprofessionalthatisabletoservicetheirneedsBehavioral CharacteristicsFosteropencommunicationwithpotentialclientsAssessspecificareasofexpertiseofco-workers/professionalsMaintaincurrentandappropriateskilledprofessionalsBuildandmaintainrelationshipwithskilledprofessionalsIntroduceclientandappropriateskilledprofessional;follow-upClientserviceDefinition:Meetsandexceedstheexpectations&requirementsofinternalandexternal clients;gets first had clientinformationandusesitforimprovementinproducts and services;talks and acts withclientsinmindBehavioralCharacteristicsAnticipateoraskwhattheclientwantsandtrytoprovideInitiateaction/responsetoanyclientcomplaint/inquiryAct and respond in a timely effectivemanner,evenifjustafollow-upConsidereveryclientinteractionimportant,whetherinternalorexternalclientCross-sellingDefinition Persuades and influences theclienttoacceptotherproductsandservicesBehavioralCharacteristicsHave thorough knowledge and understanding ofapplicableproductsandservicesProvideconsistentexceptionalsupportforexistingproductsandservicesKnowtheclientsbusinesstoseetheapplicabilityandvalueofothercertainproducts/servicesAsk the client for the sale;customizetheproduct/serviceifappropriateHandlesdifficultclientsDefinitionHandlesandresolvesclientscomplaintsandproblems.consistentlyprobesclienttoidentifyacompromiseor“winwin”situation.Initiatesfollow-upcommunicationstoinsureproblemorcompliantresolvedBehavioralCharacteristicsTreatclientwithrespect;showconcernListenattentively,donotinterrupttoacceptothercallsPresent options/multiple solutions for the clientwhenpossibleFollow through and take action;communicationsituation and steps for resolution to others asappropriateRelationship managementDefinition Manages client relationshipswith the organization.Understands andplansclientsportfolios.Insuresmaintenanceofrelationshipofrelationshipandoptimizessalesopportunities.BehavioralCharacteristicsBuild relationship with clients;communicateeffectivelyAnticipateoraskabouttheirneeds;maintainopentwo-waycommunicationHave thorough knowledge and understanding ofapplicableproducts/servicesFollow-up with accurate and timely informationandproposalsSales closingDefinition Presents the product to theclient.Brings the client to conclusion,acceptance,andpurchaseoftheproduct.BehavioralCharacteristicsReviewclientneedsandareasofstrengththatrelateintheproposal;emphasizestrengthsMakeanypossiblemodificationstosuitclientneedsAskforthesaleAddressanyissuesorconcernsinatimely,efficientmanner编制三个问卷组织分析问卷人员分析问卷任务分析问卷常见的培训技术在职培训工作指导培训讲座视听技术远距离培训程序化教学新雇员模拟培训制定培训开发方案并实施一一 种种 五五 部部 教教 学学 法法Five Teaching StrategiesnCooperative LearningnInquirynQuestions and AnswersnSimulationnDemonstration1.Cooperative LearningCLreferstoasetofinstructionalmethodsinwhichstudentsworkinsmallmixedabilitylearningteams.Each student responds for not only forlearning material in class,but also forteamworklearning.Six characteristics of CL)Heterogeneous)Positive Interdependence)Face-to-face interaction.talkto,listento,connectwith,ask.others)Individual accountability)Social and academic goals,Identification)Group processingTeachers ResponsibilitySelecttopicsArrangegroupPreparematerialsGiveataskstatementandsetupgoalsSetupjudgingcriteriaAnticipateandsolveproblemsGroup Working BehaviorParticipatingingroupactivitiesStayinginthegroupListeningAskingquestions2.InquiryInquiry approaches begin with questionsandrelyonthemheavilythereafteraswaystostimulatestudentsexploration,discovery,and critical thinking aboutsubjectmatter.(Questionisthebasicmethod.)An Inquiry Approach is built around:HypotheticalcasesEntrapmentTracingconsequencesQuestioningauthorityThe classroom climate is very openforstudentsquestioning.The procedure may vary from onesituationtoanotherThe major objectives of Inquiry:Todevelopexperience;Toexplore;To discover facts,generalizations,andtechniques.Alternativepredictionsareencouraged.Tracingconsequenceshelpsstudentsgainbetterunderstanding.3.Questions&AnswersMainreasonsforquestioning:TogetstudentstoparticipateTocheckonstudentscomprehensionTotrackstudentsattentionToteststudentsknowledgeofatopic.TodiagnosestudentsweaknessesTobreaktheice(letthediscussiongoing)ToallowastudenttoshineinfrontofhisclassmatesToestablishexplanationToreviewworkTobuildupthestudentssecurityTolearnaboutstudentsthemselvesTodiscussaspecifictopicCharacteristics of good questionsClearPurposefulBriefNaturalSequencedThoughtprovokingStimulation (apowerfulstrategy):Stimulation activities can engagestudents in ways that intrinsicallymotivatethemtodomatterinschool.3.DemonstrationAgooddemonstration:FocusattentionGiveageneralorientationoroverviewLabelthenewobjectives/conceptsGothroughtheprocessstepbystepPerformeachactionslowlyHave a student repeat the demonstration and givefeedbackCorrectmistakesbyredemonstrationThetrickofgooddemonstration:TailorthedemonstrationtolearnersneedsDemystifytheprocessEmphasizethegeneralprinciples培训效标受训者对培训计划的反应受训者知识的增加受训者行为的改变受训者绩效的提高McKinseys“7S”theoryStrategyStructureSystemSharedValueStyleStaffSkillThanks for listeningTogetherTogether we can change we can change the world!the world!