基于勝任特征的管理培訓(xùn).ppt

1、基于勝任特征的管理培訓(xùn),牛雄鷹 對外經(jīng)貿(mào)大國際工商管理學(xué)院,培訓(xùn)的目的,向企業(yè)雇員傳授廣泛的技能 利用培訓(xùn)強化雇員的獻身精神,企業(yè)用于培訓(xùn)的投資,外企在員工培訓(xùn)上越來越重視，75以上的外企每年的培訓(xùn)費占銷售收入的比例在15。其中內(nèi)訓(xùn)預(yù)算沒人每年為1930元，時間為8.85天/年；外訓(xùn)預(yù)算為1650元，時間為5.2天/年。調(diào)查顯示，培訓(xùn)費較上一個財政年度穩(wěn)中有升。 2000/4/12中華英才網(wǎng)ChinaHR.com的外企薪資調(diào)查（北京市西三角人事技術(shù)研究所舉辦） IBM、施樂、MOTOROLA等公司每年將其工資總額的510用于培訓(xùn)。,兩種培訓(xùn),上崗引導(dǎo)培訓(xùn) 在職開發(fā)的培訓(xùn),上 崗 引 導(dǎo) 培 訓(xùn)

2、,新雇員上崗引導(dǎo)(Orienting New Employees),定義：給新雇員介紹做好本職工作所必須的企業(yè)基本背景情況的過程。 功能：減少新雇員上崗初期的緊張不安及可能感受到的現(xiàn)實沖擊；使新雇員盡快熟悉企業(yè)的目標(biāo)、價值觀、工作任務(wù)、業(yè)績期望等。 程序 執(zhí)行者 工作標(biāo)準(zhǔn),新雇員上崗引導(dǎo)程序,準(zhǔn)備,迎新,企業(yè)基本情況介紹,工作基本情況介紹,核查與補充,簽訂協(xié)議與合同,準(zhǔn)備階段的要求,執(zhí)行人：部門經(jīng)理 工作標(biāo)準(zhǔn)：新雇員上崗兩周前，部門經(jīng)理填寫“人員變動通知單”并交給人力資源部；確定給新雇員介紹的內(nèi)容。,迎新 階段的要求,執(zhí)行人：人力資源部 工作標(biāo)準(zhǔn)：新雇員上崗第一天到人力資源部報到；發(fā)給新雇員工

3、作證；雇員上崗需辦手續(xù)清單”，填寫所有與人力資源部有關(guān)的表。,企業(yè)基本情況介紹 的要求,執(zhí)行人：人力資源部 工作標(biāo)準(zhǔn)：告訴新雇員上崗引導(dǎo)計劃； 通過視頻、手冊、印刷材料等手段，向新雇員介紹公司的傳統(tǒng)和價值觀、人事政策、公司組織結(jié)構(gòu)及運營情況、工作績效評價、工資發(fā)放、加薪 與晉升、雇員福利等；將新雇員介紹給其部門經(jīng)理。,工作基本情況介紹 的要求,執(zhí)行人：部門經(jīng)理 工作標(biāo)準(zhǔn)：按“新雇員上崗需辦手續(xù)清單”辦理自己職責(zé)范圍內(nèi)的手續(xù)；準(zhǔn)確講解新工作的要求、期望和規(guī)則；將新雇員介紹給他或她的新同事；請新同事向新雇員介紹他們在公司工作的工作經(jīng)驗 讓雇員熟悉工作場所；向雇員講解安全措施和規(guī)章制度。,核查和補充

4、,執(zhí)行人：人力資源部、部門經(jīng)理 工作標(biāo)準(zhǔn)：核查新雇員有哪些上崗引導(dǎo)計劃中的內(nèi)容被忽略；對被忽略的部分進行必要的補充。,簽訂協(xié)議及勞動合同,執(zhí)行人：人力資源部、新雇員 工作標(biāo)準(zhǔn)：簽創(chuàng)新和機密消息協(xié)議；簽與知識產(chǎn)權(quán)有關(guān)的協(xié)議；簽勞動合同。,在 職 開 發(fā) 培 訓(xùn),培訓(xùn)與開發(fā)(Training assess current ability to meet those needs Ask clients what they would like; survey clients,Product knowledge,Definition: Know the companys products and se

5、rvices; keeps knowledge current; knows the products/services features and benefits,Behavioral Characteristics,Consistently review company newsletters and other information sources Develop relationships with co-workers who are experts in other products/services Regularly review industry data/informat

6、ion for general trends Attend seminars,Prospects Clients,Definition: Recognizes clients that are possible candidates for our services; refers these clients to a skilled professional that is able to service their needs,Behavioral Characteristics,Foster open communication with potential clients Assess

7、 specific areas of expertise of co-workers/professionals Maintain current and appropriate skilled professionals Build and maintain relationship with skilled professionals Introduce client and appropriate skilled professional; follow-up,Client service,Definition: Meets and exceeds the expectations ta

8、lks and acts with clients in mind,Behavioral Characteristics,Anticipate or ask what the client wants and try to provide Initiate action/response to any client complaint/inquiry Act and respond in a timely effective manner, even if just a follow-up Consider every client interaction important, whether

9、 internal or external client,Cross-selling,Definition Persuades and influences the client to accept other products and services,Behavioral Characteristics,Have thorough knowledge and understanding of applicable products and services Provide consistent exceptional support for existing products and se

10、rvices Know the clients business to see the applicability and value of other certain products/services Ask the client for the sale; customize the product/service if appropriate,Handles difficult clients,Definition Handles and resolves clients complaints and problems. consistently probes client to id

11、entify a compromise or “win win” situation. Initiates follow-up communications to insure problem or compliant resolved,Behavioral Characteristics,Treat client with respect; show concern Listen attentively, do not interrupt to accept other calls Present options/multiple solutions for the client when

12、possible Follow through and take action; communication situation and steps for resolution to others as appropriate,Relationship management,Definition Manages client relationships with the organization. Understands and plans clients portfolios. Insures maintenance of relationship of relationship and

13、optimizes sales opportunities.,Behavioral Characteristics,Build relationship with clients; communicate effectively Anticipate or ask about their needs; maintain open two-way communication Have thorough knowledge and understanding of applicable products/services Follow-up with accurate and timely inf

14、ormation and proposals,Sales closing,Definition Presents the product to the client. Brings the client to conclusion, acceptance, and purchase of the product.,Behavioral Characteristics,Review client needs and areas of strength that relate in the proposal; emphasize strengths Make any possible modifi

15、cations to suit client needs Ask for the sale Address any issues or concerns in a timely, efficient manner,編制三個問卷,組織分析問卷 人員分析問卷 任務(wù)分析問卷,常見的培訓(xùn)技術(shù),在職培訓(xùn) 工作指導(dǎo)培訓(xùn) 講座 視聽技術(shù) 遠(yuǎn)距離培訓(xùn) 程序化教學(xué)新雇員模擬培訓(xùn),制定培訓(xùn)開發(fā)方案并實施,一 種 五 部 教 學(xué) 法,Five Teaching Strategies,Cooperative Learning Inquiry Questions and Answers Simulation Demon

16、stration,1. Cooperative Learning,CL refers to a set of instructional methods in which students work in small mixed ability learning teams. Each student responds for not only for learning material in class, but also for teamwork learning.,Six characteristics of CL,)Heterogeneous )Positive Interdepend

17、ence )Face-to-face interaction .talk to, listen to, connect with, ask.others )Individual accountability )Social and academic goals, Identification )Group processing,Teachers Responsibility,Select topics Arrange group Prepare materials Give a task statement and set up goals Set up judging criteria An

18、ticipate and solve problems,Group Working Behavior,Participating in group activities Staying in the group Listening Asking questions,2. Inquiry,Inquiry approaches begin with questions and rely on them heavily thereafter as ways to stimulate students exploration, discovery, and critical thinking abou

19、t subject matter. (Question is the basic method.),An Inquiry Approach is built around:Hypothetical casesEntrapmentTracing consequencesQuestioning authority,The classroom climate is very open for students questioning. The procedure may vary from one situation to another,The major objectives of Inquir

20、y:,To develop experience; To explore; To discover facts, generalizations, and techniques. Alternative predictions are encouraged. Tracing consequences helps students gain better understanding.,3.Questions & Answers,Main reasons for questioning: To get students to participate To check on students com

21、prehension To track students attention To test students knowledge of a topic. To diagnose students weaknesses To break the ice (let the discussion going) To allow a student to shine in front of his classmates To establish explanation To review work To build up the students security To learn about students themselves To discuss a specific topic,Characteristics of good questions,Clear Purposeful Brief Natural Sequenced Thought provoking,Stimulation (a powerful strategy):,Stimulatio