醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)

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2021/9/101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2021/9/102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)。2021/9/103兩種培訓(xùn)上崗引導(dǎo)培

2、訓(xùn)在職開發(fā)的培訓(xùn)2021/9/104上 崗 引 導(dǎo) 培 訓(xùn)2021/9/105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、價值觀、工作任務(wù)、業(yè)績期望等。 程序執(zhí)行者工作標準2021/9/106新雇員上崗引導(dǎo)程序準備 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2021/9/107準備階段的要求 執(zhí)行人：部門經(jīng)理工作標準：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

3、內(nèi)容。 2021/9/108迎新 階段的要求 執(zhí)行人：人力資源部工作標準：新雇員上崗第一天到人力資源部報到；發(fā)給新雇員工作證；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。 2021/9/109企業(yè)基本情況介紹 的要求 執(zhí)行人：人力資源部工作標準：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。 2021/9/1010工作基本情況介紹 的要求 執(zhí)行人：部門經(jīng)理 工作標準：按“新雇員上崗需辦手續(xù)清單”辦理自己職責范圍內(nèi)的手續(xù)；準確講解新工作

4、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。 2021/9/1011核查和補充 執(zhí)行人：人力資源部、部門經(jīng)理 工作標準：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。 2021/9/1012簽訂協(xié)議及勞動合同 執(zhí)行人：人力資源部、新雇員工作標準：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。 2021/9/1013在 職 開 發(fā) 培 訓(xùn)2021/9/1014培訓(xùn)與開發(fā)(Training & Development)定義：企業(yè)通過培訓(xùn)和開發(fā)項目改進雇員能力

5、水平和組織績效的一種有計劃的、連續(xù)的過程。 功能：提高企業(yè)生產(chǎn)率；防止企業(yè)各層次人雇員作知識和技能的退化；為完成更高層次的任務(wù)作好準備。 程序執(zhí)行者工作標準2021/9/1015培訓(xùn)與開發(fā)程序評估T&D需求 明確T&D目標 選擇T&D方法 選擇T&D媒介 實施T&D計劃 評價T&D效果2021/9/1016評估T&D需求 執(zhí)行人：人力資源部T&D經(jīng)理工作標準：評估新雇員的培訓(xùn)需求：任務(wù)分析 列出某項工作的主要任務(wù)和子任務(wù)； 說明執(zhí)行任務(wù)和子任務(wù)的頻率； 說明每項任務(wù)和子任務(wù)的完成的數(shù)量和質(zhì)量標準； 說明在什么條件下完成任務(wù)和子任務(wù)； 準確說明每項任務(wù)和子任務(wù)所必需的知識和技能； 確定是在崗學(xué)習

6、還是脫產(chǎn)學(xué)習； 確定在崗雇員的培訓(xùn)需求：工作績效分析 評價雇員當前的工作績效； 核查當前工作績效與要求的工作績效之間的差距； 分析產(chǎn)生工作績效差距的原因； 確定誰需要接受培訓(xùn)； 確定需要進行哪種培訓(xùn)； 2021/9/1017明確T&D目標 執(zhí)行人：人力資源部T&D經(jīng)理、直線經(jīng)理工作標準：詳細說明圓滿完成培訓(xùn)計劃后受訓(xùn)者能夠達到的知識和技能水平。 2021/9/1018選擇T&D 方法 執(zhí)行人：人力資源部T&D經(jīng)理工作標準：根據(jù)培訓(xùn)和開發(fā)的特定對象和內(nèi)容，選擇適當?shù)姆椒ê图夹g(shù)。 2021/9/1019選擇T&D媒介 執(zhí)行人：人力資源部T&D經(jīng)理工作標準：根據(jù)培訓(xùn)和開發(fā)的特定對象和內(nèi)容，選擇適當?shù)?/p>

7、媒介，如：多媒體、錄象帶、電影膠片、閉路電視、幻燈機、投影儀、掛圖和黑板等。 2021/9/1020實施T&D 計劃 執(zhí)行人：人力資源部T&D經(jīng)理工作標準：選擇合格的培訓(xùn)人員；根據(jù)培訓(xùn)目標和選定的方法、媒體進行培訓(xùn)；對培訓(xùn)過程進行監(jiān)控。 2021/9/1021評價T&D效果 執(zhí)行人：人力資源部T&D經(jīng)理工作標準：評價受訓(xùn)者對培訓(xùn)計劃的反應(yīng)；確定他們是否學(xué)到了預(yù)期應(yīng)學(xué)到的原理、技能和事實；搜集受訓(xùn)者工作行為的變化情況；確定預(yù)先設(shè)定的培訓(xùn)目標的完成程度。 2021/9/1022一 個 例 子對銷售部經(jīng)理的培訓(xùn)2021/9/1023職業(yè)心理素質(zhì)總要求 能表現(xiàn)出專業(yè)技巧、自信和專業(yè)技能；具有較強的競爭

8、性、對待工作比較熱心和積極；能積極努力地達到個人、團隊、地區(qū)和公司的目標與目的。2021/9/1024職業(yè)心理素質(zhì)的具體要求在與客戶交流溝通過程中表現(xiàn)出自信和自尊，能提供清晰、正確、真實的信息。即使是在處理困難的業(yè)務(wù)過程中，也能保持積極的心態(tài)在銷售過程中，能克服各種困難，頑強地追求實現(xiàn)既定的銷售目標能夠為自己建立有挑戰(zhàn)性的銷售目標，有成為最優(yōu)秀的銷售人員的強烈愿望為了促進地區(qū)銷售和公司整個銷售的成功，能熱心地做出犧牲2021/9/1025對基于勝任特征的工作規(guī)范的考 察2021/9/1026Customer service in salesl Keep a customer first att

9、itudel Use practical skills to create and keep customersl Recognise customers needs and know how to satisfy theml Find positive solutions to customer complaintsl Recognize different customer personality types and the best way to handle them2021/9/1027Consulting Skills in salesl Anticipates customers

10、 needsl Establish customer partnershipl Identify needsl Recommends and leverage solutionsl Facilitates customer decision makingl Establish success indicatorsl Meet commitment/follow through2021/9/1028Needs IdentificationDefinition： Identifies, monitors, and measures the client or project needs.2021/

11、9/1029Behavioral CharacteristicsKnow the clients businessKnow the clients organization goals or the goals of the projectAnalyze the goals and assess what it would take to attain them; assess current ability to meet those needsAsk clients what they would like; survey clients 2021/9/1030Product knowle

12、dge Definition: Know the companys products and services; keeps knowledge current; knows the products/services features and benefits 2021/9/1031Behavioral Characteristics Consistently review company newsletters and other information sourcesDevelop relationships with co-workers who are experts in othe

13、r products/servicesRegularly review industry data/information for general trendsAttend seminars2021/9/1032Prospects 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 2021/9/1033Beha

14、vioral CharacteristicsFoster open communication with potential clients Assess specific areas of expertise of co-workers/professionalsMaintain current and appropriate skilled professionalsBuild and maintain relationship with skilled professionalsIntroduce client and appropriate skilled professional;

15、follow-up 2021/9/1034Client service Definition: Meets and exceeds the expectations & requirements of internal and external clients; gets first had client information and uses it for improvement in products and services; talks and acts with clients in mind2021/9/1035Behavioral Characteristics Anticip

16、ate or ask what the client wants and try to provide Initiate action/response to any client complaint/inquiryAct and respond in a timely effective manner, even if just a follow-up Consider every client interaction important, whether internal or external client 2021/9/1036Cross-selling Definition Pers

17、uades and influences the client to accept other products and services2021/9/1037Behavioral Characteristics Have thorough knowledge and understanding of applicable products and servicesProvide consistent exceptional support for existing products and servicesKnow the clients business to see the applic

18、ability and value of other certain products/servicesAsk the client for the sale; customize the product/service if appropriate 2021/9/1038Handles difficult clients Definition Handles and resolves clients complaints and problems. consistently probes client to identify a compromise or “win win” situati

19、on. Initiates follow-up communications to insure problem or compliant resolved 2021/9/1039Behavioral Characteristics Treat client with respect; show concernListen attentively, do not interrupt to accept other callsPresent options/multiple solutions for the client when possibleFollow through and take

20、 action; communication situation and steps for resolution to others as appropriate2021/9/1040Relationship management Definition Manages client relationships with the organization. Understands and plans clients portfolios. Insures maintenance of relationship of relationship and optimizes sales opport

21、unities.2021/9/1041Behavioral Characteristics Build relationship with clients; communicate effectively Anticipate or ask about their needs; maintain open two-way communicationHave thorough knowledge and understanding of applicable products/servicesFollow-up with accurate and timely information and p

22、roposals 2021/9/1042Sales closing Definition Presents the product to the client. Brings the client to conclusion, acceptance, and purchase of the product.2021/9/1043Behavioral Characteristics Review client needs and areas of strength that relate in the proposal; emphasize strengthsMake any possible

23、modifications to suit client needs Ask for the saleAddress any issues or concerns in a timely, efficient manner 2021/9/1044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2021/9/1045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)遠距離培訓(xùn)程序化教學(xué)新雇員模擬培訓(xùn)2021/9/1046制定培訓(xùn)開發(fā)方案并實施一 種 五 部 教 學(xué) 法2021/9/1047Five Teaching StrategiesCooperative LearningInquiryQuest

24、ions and AnswersSimulationDemonstration2021/9/10481. Cooperative LearningCL 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.2021/9/1049Six character

25、istics of CL)Heterogeneous)Positive Interdependence)Face-to-face interaction.talk to, listen to, connect with, ask.others)Individual accountability)Social and academic goals, Identification)Group processing2021/9/1050Teachers ResponsibilitySelect topicsArrange groupPrepare materialsGive a task state

26、ment and set up goalsSet up judging criteriaAnticipate and solve problems2021/9/1051Group Working Behavior Participating in group activitiesStaying in the groupListeningAsking questions2021/9/10522. InquiryInquiry approaches begin with questions and rely on them heavily thereafter as ways to stimula

27、te students exploration, discovery, and critical thinking about subject matter. (Question is the basic method.)2021/9/1053An Inquiry Approach is built around:Hypothetical casesEntrapmentTracing consequencesQuestioning authorityThe classroom climate is very open for students questioning.The procedure

28、 may vary from one situation to another2021/9/1054The major objectives of Inquiry:To develop experience;To explore;To discover facts, generalizations, and techniques.Alternative predictions are encouraged.Tracing consequences helps students gain better understanding.2021/9/10553.Questions & AnswersM

29、ain reasons for questioning:To get students to participateTo check on students comprehensionTo track students attentionTo test students knowledge of a topic.To diagnose students weaknessesTo break the ice (let the discussion going)To allow a student to shine in front of his classmatesTo establish explanationTo review workTo build up the students securityTo learn about stud