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1％－5％。
其中内训预算没人每年为1930元，时间为
天/年；外训预算为1650元，时间为天/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5％－10％用于培训。
两种培训
• 上岗引导培训
• 在职开发的培训
上 岗 引 导 培 训
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
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 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 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 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
• 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
• 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 职 开 发 培 训
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
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T&D需求
• 执行人：人力资源部T&D经理
• 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T&D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T&D 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T&D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T&D 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T&D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
• 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
• 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 sales
• Keep a customer first attitude
• Use practical skills to create and keep customers
• Recognise customers’ needs and know how to satisfy
them
• Find positive solutions to customer complaints
• Recognize different customer personality types and
the best way to handle them
Consulting Skills in sales
• Anticipates customers’ needs
• Establish customer partnership
• Identify needs
• Recommends and leverage solutions
• Facilitates customer decision making
• Establish success indicators
• Meet commitment/follow through
Needs Identification
• Definition： Identifies, monitors, and
measures the client or project needs.
Behavioral Characteristics
• Know the client’s business
• Know the client’s organization goals or the
goals of the project
• Analyze the goals and assess what it would
take to attain them; assess current ability to
meet those needs
• Ask clients what they would like; survey
clients
Product knowledge
• Definition: Know the company’s products
and services; 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/information
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 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 & 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 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 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 services
• Know the client’s 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 identify 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 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 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 information
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 modifications to suit client needs
• Ask for the sale
• Address any issues or concerns in a timely, efficient
manner
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 种 五 部 教 学 法
Five Teaching Strategies
Cooperative Learning
Inquiry
Questions and Answers
Simulation
Demonstration
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 Interdependence
• )Face-to-face interaction
...talk to, listen to, connect with, ask...others
• )Individual accountability
• )Social and academic goals,
Identification
• )Group processing
Teacher’s Responsibility
• Select topics
• Arrange group
• Prepare materials
• Give a task statement and set up goals
• Set up judging criteria
• Anticipate 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 about
subject matter.
(Question is the basic method.)
An Inquiry Approach is built around:
Hypothetical cases
Entrapment
Tracing consequences
Questioning authority
• The classroom climate is very open
for students’ questioning.
• The procedure may vary from one
situation to another
The 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.
3. Questions & Answers
Main reasons for questioning:
To get students to participate
To check on students’ comprehension
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):
Stimulation activities can engage
students in ways that intrinsically
motivate them to do matter in school.
3. Demonstration
A good demonstration:
– Focus attention
– Give a general orientation or overview
– Label the new objectives/concepts
– Go through the process step by step
– Perform each action slowly
– Have a student repeat the demonstration and give
feedback
– Correct mistakes by redemonstration
The trick of good demonstration:
Tailor the demonstration to
learner’s needs
Demystify the process
Emphasize the general principles
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
McKinsey's “7 S ”theory
Strategy Structure System
Shared Value
Style Staff Skill
Thanks for listening
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