.
TASK BREAKDOWN
工作任务细则
BREAKING DOWN A FOB INTO TASKS 将岗位的工作任务分成细则
EXAMPLE
:RESTAURANT STAFF
举例
:餐厅员工
Cleaning restaurant equipment
清洁餐厅内的设备设施
Preparing service tables and sideboards
摆台和准备餐具柜
Closing down the restaurant
餐厅打烊工作
Ordering and carrying beverages
领取和传送酒水
Clearing tables
清台
Serving cigars and cigarettes
香烟及雪茄服务
Serving non-alcoholic beverages
无酒精饮品服务
Serving wines
葡萄酒服务
Serving alcoholic beverages
含酒精饮品服务
Preparing and serving buffets
自助餐准备工作
Taking food orders
食品点单
Taking non-alcoholic beverage orders
无酒精饮品点单
Taking orders for wine
葡萄酒点单
Flambaeing dishes
食品烧烤服务
Billing manually
手工制作账单
Planning menus for special occasions
准备菜单以应付不同的需求
Making table reservations
台位预订
Planning and inspecting the preparation-
餐厅中的各种计划, 准备和检查工作
of the restaurant
Receiving restaurant guests
接待就餐客人
Taking inventory of equipment
设备设施建账
Taking fire prevention and safety action
消防及安全措施的采取
Operating dispense bar
操作”水吧”
TASK BREAKDOWN
工作任务细则
BREAKING DOWN A JOB INTO TASKS 将职位的工作任务分成细则
EXAMPLE
: FRONT OFFICE OPERATIONS STAFF
举例
: 前厅部员工
Preparing for guest arrivals
接待客人前的准备工作
Dealing with arrivals
接待有订房的客人
Receiving guests
接待其他类型的客人
Checking-in guests
入店登记工作
Checking-out guests
离店结账工作
Dealing with inquiries
应付咨询
Dealing with mail
处理邮件
Dealing with messages
留言服务
Paging
呼叫工作
Keeping relevant guest records
宾客意见的记录及保存
Using the telephone
电话使用
Dealing with deposits for safe custody
保险箱及寄存服务
Dealing with room changes
换房处理
Producing reports and statistics
做报表及数据统计
Taking action in emergencies
紧急情况的应急措施
Employing personal grooming and
个人卫生与修饰技巧的运用
hygiene techniques
Dealing with room reservations
处理房间预订
Taking fire prevention and safety action
消防及安全紧急措施
controlling room keys
保管房间钥匙
STANDARD OPERATING PROCEDURES
工作标准程序
EXAMPLE举例
:
Clean and Shine a Copper Bowl清洁和抛光铜碗
WHAT DO YOU DO?
要做的工作
HOW DO YOU DO IT?
具体做法
WHY DO YOU DO IT?
这样做的原因
TIPS FOR ACHIEVING STANDARDS
达标要领
1 Wash copper bowl
清洗铜碗
a. Apply detergent on bowl with water 把碗涂上稀释后的清洁剂
b. Use a mop stick to wash the inside & outside of the bowl 用清洁棒洗刷碗的内外面
c. Flush bowl with water thoroughly until all detergent is removed 用水将碗上的清洁剂彻底冲干净
To make sure that stains and grease are removed from the bowl确保碗上的污迹和油渍被清除掉
a. See that there is no greasy spot or stain on the bowl 看看碗上是否还有油污斑点
b. Makes sure there is no greasy or oily feeling when touched. 确定碗摸上去没有油腻感
2 Dry bowl擦干碗
Use a piece of dry cloth to wipe the bowl dry both inside and outside 用一块干布将碗里外擦干
This makes it easier to polish这样做更便于抛光
a. See that all water droplets are dried看看碗上的水珠是否都擦干了
3 Apply polish涂抛光剂
a. Use cotton wool with brasso and apply in the bowl用棉花团将铜粉涂在碗上
b. Allow brasso to dry让铜粉自动变干
This provides a lasting shine以便最后抛光
a. See that brasso is evenly applied in the bowl看看碗上的铜粉是否涂得均匀
b. Make sure brasso covers all areas of the bowl看看是否将铜粉涂遍了整个碗
4 Shine bowl抛亮碗
a. Use a piece of clean cotton wool to remove the dry
brasso用棉花团将干后的铜粉去掉
b. Polish to shine擦亮
This provides the bowl a brand new look这样可以使铜碗面貌一新
a. Make sure you can see your own face reflected in the bowl确定抛光后的碗可以映照出你自己的脸
STANDARD OPERATING PROCEDURES
工作标准程序
Task 工作任务:
Section 分部门:
WHAT DO YOU DO?
要做的工作
HOW DO YOU DO IT?
具体做法
WHY DO YOU DO IT?
这样做的原因
TIPS FOR ACHIEVING STANDARDS
达标要领
EVALUATION OF PUBLIC SPEAKING
当 众 演 讲 评 估
High
高分
Low
低分
Scoring Remark
5
4
3
2
1
评分依据
1 PREPARATION: 准备工作
Does the speaker appear to be well prepared? 演讲者是否表现得准备充分?
2 USE OF NOTES: 演讲稿的运用
Is the speaker reading or speaking? Are the notes inconspicuous? 演讲者是在读稿子还是讲稿子, 他看稿子时是否自然而不易被人察觉?
3 INTRODUCTION: 开场白
Did the speaker attract our attention? Was he "on topic"? 演讲者是否能引起注意,他的开场白是否"切题"?
4 POSTURE: 姿势
Does the speaker appear to be relaxed or is he shifting about nervously? 演讲者是否表现得很放松, 或因紧张而来回晃动?
5 USE OF VOICE: 声音的运用
Can he be heard easily? Is he using effective modulation? 他的讲话是否清晰, 他是否抑扬顿挫, 有效地调整声音?
6 USE OF EYES: 目光的运用
Do his eyes tell me that he is speaking to me? 他的目光是否让你感觉他是在和你说话?
7 USE OF HANDS: 手势的运用
Do the speaker's hands help to emphasize what he is saying? 演讲者的手势对于他所表达的内容是否起到了强调作用?
8 ENTHUSIASM AND CONFIDENCE: 激清与自信
Is the speaker interested in what he is telling us? Is he arousing our interest as well? 演讲者对于他要讲的内容是否感兴趣,而且是否也提起了大家的兴趣?
9 LOGIC AND CLARITY: 逻辑性和清晰度
Does the speaker follow a logical sequence? Can we understand clearly what he is saying? 演讲是否有逻辑性,所讲的内容是否通俗易懂?
10 CONCLUSION: 结尾
Did the speaker's final statement make an impact with me? 演讲者最后的陈述总结是否让你也受到感染及鼓舞?
TRAINING OBJECTIVES 培 训 目 标
Objectives are important because they determine目标之所以重要, 是因为它将会决定:
· the method of training
培训方式
· what is to be learned
培训内容
· the equipment used
器材选用
· the basis for evaluating training
培训效果评估的根据
An objective describes what the successful learner will be able to do at the end of a training session. An objective consists of three parts: a statement of outcome, a verb, and a standard of performance.
目标说明了一个成功的学习者在接受过培训后应能做的事。它包括了三部分: 成果描述、动词、工作标准。
1. Statement of outcome 成果描述
An objective begins with the words目标由以下陈述方式开始:
“At the end of the session, the trainee will be able to…” and continues by stating what it is the trainee will be able to do as a result of the training.
“本培训结束后，受训者将能……”继续描述经过培训后, 受训者能做的事。
2. Verb 动词
An objective always includes a verb, or an action word, which clearly states what the trainee will be able to do at the end of the training一个目标总是要包括一个动词或动作性词语, 以便清楚地指出培训结束后受训者可作什么.
Examples are 例如:
At the end of the training session, the employee will be able to … 培训结束后, 受训者将能:
- perform a night audit
- clean public restroom
- set up a side station
“进行“夜审工作
“清洁“公共卫生间
“摆放“东西在餐具柜中
3. Standard of performance 工作标准
Because the trainer is responsible for how well each job is done, s/he needs a standard to judge how well a job is performed. Therefore, standards must be set for these objectives, which may take the form of:
由于培训员要保证每项工作完成的质量, 就需要一个标准来进行判断, 因此, 目标还必须包括工作完成标准, 采取的形式如:
· Time (when, how long) 时间 (何时, 多长时间)
eg. Complete the night audit by 7:00am each day
例: 每天早七点前完成夜审工作。
· Quality (how well, correct procedures or finished product) 质量 (需要多好, 正确的程序)
eg. Review Housekeeper’s report and verify room status before 6:00pm daily with 95% accuracy
例: 复审行政管家的报告, 在下午六点前核对完数据, 且准确率要达到95%。
· Quantity (how much) 数量 (多少)
eg. Handle messages, phones, mail, wake up calls and emergencies with no more than two errors per month.
例: 在处理留言、电话、信件、叫醒电话及突发事件时, 一个月内过失不得超过２次。
ON-THE-JOB INSTRUCTION - LESSON PLAN
岗位培训 - 课程计划
TASK任务
:
_________________________________
OBJECTIVE目标:
_____________________________________
TRAINING AIDS NEEDED所需培训辅助设备
:
___________________________________________
WHAT DO YOU DO?
(MAIN STEPS)
工作内容 (基本步骤)
HOW DO YOU DO IT?
做法
WHY DO YOU DO IT?
这样做的原因
STANDARDS (TIPS FOR ACHIEVING OPERATING STANDARDS)
达到标准的要点
EXPLAIN
解释
DEMONSTRATE
演示
TRY-OUT
实际操作
EVALUATE
评估
EVALUATION FORM
培 训 评 估 表
NAME OF TRAINER: __________________
EVALUATOR: __________________
培训员姓名
评估者姓名
STEP # 1: PREPARE THE TRAINEE 内容介绍
Was the task clearly stated? 培训任务是否表达清楚?
YES
是
NO
否
Was the need to learn established? 培训的必要性是否阐明?
Was the employee’s present knowledge/skill determined? 是否对员工目前的知识技能水平进行过调查?
Was a finished product shown? 是否展示过成品?
STEP #2: EXPLAIN/DEMONSTRATE 讲解/示范
Was a general overview of the task given? 是否陈述了总的概念?
Was each step explained in an orderly sequence while demonstrating? 是否按顺序一边示范, 一边讲解每一个环节?
Were key points stressed? 重点内容是否被强调过?
Were new words/jargon explained when used? 生词及专业术语在讲课使用时是否被解释过?
Were key points repeated for emphasis? 关键内容是否被反复强调, 以示重要?
Were questions used to evaluate understanding? 是否用提问的方式来检验学生的理解程度?
STEP #3: TRY OUT 实践
Were errors immediately corrected? 是否及时纠正错误?
Was trainee asked to explain operation of task? 是否要求学生在实践过程中解释每一做法?
Was feedback consistent, frequent, specific and accurate? 反馈是否经常、一致、详细及准确？
Was the trainee allowed to practice until the task was sufficiently learned? 是否在学生完全掌握后才允许其实际操作？
Were questions asked of the learner to ensure understanding? 培训员是否在学生实践之后再次提出问题以确定其确实掌握？
STEP #4: FOLLOW-UP 跟进
Did the trainer ask “how to” questions? 培训员是否问过“如何…“的问题？
Was the employee told where to go for further help? 是否告诉学生将来他可以寻求帮助的人或地方？
Was quality and safety stressed? 是否强调过工作质量及安全？
Were issues that the trainee had addressed by the trainer? 培训员是否解答了学生提出的疑问？
Did the training session end on a positive note? 培训是否在积极的气氛中结束？
TRAINING PLAN
培 训 计 划
Department 部门:
___________________
Position职位: __________________
TASKS TO BE TAUGHT
(IN LOGICAL ORDER)
培训内容(按顺序)
REQUIRED TIME
(MINS/HRS/DAY)
时间(天/小时/分钟)
TRAINER
培训员
Prepared By:
Approved By:
计划人
_______________________
批准人
______________________
Name/Position姓名/职位
Dept Head/部门经理
COURSE EVALUATION
培 训 课 程 评 估
1. What was the most valuable part of this course? 你认为课程中最有价值的是哪部分?
2. What was the least valuable pat of this course? 你认为课程中没有价值的是哪部分?
3. Tick as appropriate 选择：
Less Effective
Moderate
Highly Effective
没有效 一般
非常有效
1
2
3
4
5
6
7
8
9
10
(a) Instructor A 辅导员A ______
(
(
(
(
(
(
(
(
(
(
(b) Instructor B 辅导员B _______
(
(
(
(
(
(
(
(
(
(
(c) Video Tape 录像带
(
(
(
(
(
(
(
(
(
(
(d) Handouts学生专用资料
(
(
(
(
(
(
(
(
(
(
(e) Facilities 设备设施
(
(
(
(
(
(
(
(
(
(
(f) Participation 参与性
(
(
(
(
(
(
(
(
(
(
4.
What is one thing you would do differently after this course? 接受培训后, 你今后会有什么改变?
5.
Which part of this course would be irrelevant in you circumstances? 你认为哪些部分与你的现实工作情况无关?
6. Would you recommend that others should attend this course? If “Yes”, who should attend this course? 你是否会向其他员工推荐该课程, 如果”是”, 你认为哪些员工应该接受该培训?
7. How would you rate this course in comparison with others you have attended? 将这个课程和你以前参加的其它培训做比较, 你认为:
Not Favorably 不如以前好
Most Favorably 比以前的好
1(
2(
3(
4(
5(
6(
7(
8(
9(
10(
8.
Comments: 其它意见:
STRUCTURED EXPERIENCE
A TEACHING – LEARNING EXERCISE
TEACHER:
YOUR TASK IS TO WORK WITH YOUR TEACHING PARTNER TO TEACH 17 WORDS TO YOUR LEARNERS. YOU WILL HAVE TWENTY MINUTES TO ANALYZE THE TASK, PLAN YOUR STRATEGY, AND TEACH THESE WORDS.
Bread 面包
Sky 天空
Peace 和平
Blackjack 劫持
Love 爱
Mixed 混合
Four 四
Flower 鲜花
Heir 继承人
Angle 天使
Murderer 凶手
Doodling 涂鸦
Watch 手表
Sex 性(别)
Sing
歌唱
Pudding 布丁
Chocolate 巧克力
STRUCTURED EXPERIENCE
A TEACHING – LEARNING EXERCISE
TEACHER:
YOUR TASK IS TO WORK WITH YOUR TEACHING PARTNER TO TEACH 17 WORDS TO YOUR LEARNERS. YOU WILL HAVE TWENTY MINUTES TO ANALYZE THE TASK, PLAN YOUR STRATEGY, AND TEACH THESE WORDS.
Bread 面包
Sky 天空
Peace 和平
Blackjack 劫持
Love 爱
Mixed 混合
Four 四
Flower 鲜花
Heir 继承人
Angle 天使
Murderer 凶手
Doodling 涂鸦
Watch 手表
Sex 性(别)
Sing
歌唱
Pudding 布丁
Chocolate 巧克力
.
