基于胜任特征的管理培训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，外企在员工培训上越来越重视，7575以上的外以上的外企每年的培训费占销售收入的比例在企每年的培训费占销售收入的比例在1 15 5。其中内训预算没人每年为其中内训预算没人每年为19301930元，时间为元，时间为8.858.85天天/ /年；外训预算为年；外训预算为16501650元，时间为元，时间为5.25.2天天/ /年。年。调查显示，培训费较上一个财政年度稳中有升。调查显示，培训费较上一个财政年度稳中有升。2000/4/122000/4/12中华英才网中华英才网ChinaHR.comChinaHR.com的外企薪资调查（北京市西三角的外企薪资调查（北京市西三角人事技术研究所举办）人事技术研究所举办） IBMIBM、施乐、施乐、MOTOROLAMOTOROLA等公司每年将其工等公司每年将其工资总额的资总额的5 51010用于培训。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 执行人执行人执行人执行人：人力资源部：人力资源部T&DT&D经理经理工作标准工作标准工作标准工作标准：评估新雇员的培训需求：任务分析：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；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；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；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；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；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；分析产生工作绩效差距的原因；确定谁需要接受培训；确定谁需要接受培训；确定需要进行哪种培训；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在与与客客户户交交流流沟沟通通过过程程中中表表现现出出自自信信和和自自尊尊，能能提提供供清清晰晰、正正确、真实的信息。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即使是在处理困难的业务过程中，也能保持积极的心态在在销销售售过过程程中中，能能克克服服各各种种困困难难，顽顽强强地地追追求求实实现现既既定定的的销销售售目标目标能能够够为为自自己己建建立立有有挑挑战战性性的的销销售售目目标标，有有成成为为最最优优秀秀的的销销售售人人员的强烈愿望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 salesl lKeepaKeepacustomer firstcustomer firstattitudeattitudel l UseUse practicalpractical skillsskills toto createcreate andand keepkeepcustomerscustomersl l RecogniseRecognise customerscustomersneedsneedsandandknowknowhowhowtotosatisfythemsatisfytheml l FindpositivesolutionstocustomercomplaintsFindpositivesolutionstocustomercomplaintsl l RecognizeRecognize differentdifferent customercustomer personalitypersonalitytypesandthebestwaytohandlethemtypesandthebestwaytohandlethemConsulting Skills in salesl lAnticipatescustomersneedsAnticipatescustomersneedsl lEstablishcustomerpartnershipEstablishcustomerpartnershipl lIdentifyneedsIdentifyneedsl lRecommendsandleveragesolutionsRecommendsandleveragesolutionsl lFacilitatescustomerdecisionmakingFacilitatescustomerdecisionmakingl lEstablishsuccessindicatorsEstablishsuccessindicatorsl lMeetcommitment/followthroughMeetcommitment/followthroughNeeds IdentificationDefinition： Identifies, monitors,andmeasurestheclientorprojectneeds.Behavioral CharacteristicsKnowtheclientsbusinessKnowtheclientsorganizationgoalsorthegoalsoftheprojectAnalyze the goals and assess what itwouldtaketoattainthem;assesscurrentabilitytomeetthoseneedsAsk clients what they would like; surveyclientsProduct knowledgeDefinition:Knowthecompanysproductsand services; keeps knowledge current;knowstheproducts/servicesfeaturesandbenefitsBehavioral CharacteristicsConsistently review company newslettersandotherinformationsourcesDeveloprelationshipswithco-workerswhoareexpertsinotherproducts/servicesRegularlyreviewindustrydata/informationforgeneraltrendsAttendseminarsProspectsClientsDefinition: Recognizesclientsthatarepossiblecandidatesforourservices;referstheseclientstoaskilledprofessionalthatisabletoservicetheirneedsBehavioral CharacteristicsFosteropencommunicationwithpotentialclientsFosteropencommunicationwithpotentialclientsAssessAssess specificspecific areasareas ofof expertiseexpertise ofof co-co-workers/professionalsworkers/professionalsMaintainMaintaincurrentcurrentandandappropriateappropriateskilledskilledprofessionalsprofessionalsBuildBuild andand maintainmaintain relationshiprelationship withwith skilledskilledprofessionalsprofessionalsIntroduceIntroduceclientclientandandappropriateappropriateskilledskilledprofessional;follow-upprofessional;follow-up ClientserviceDefinition:Meetsandexceedstheexpectations & requirements of internaland external clients; gets first had clientinformationandusesitforimprovementinproductsandservices;talksandactswithclientsinmindBehavioralCharacteristicsAnticipateoraskwhattheclientwantsandtrytoprovideInitiate action/response to any clientcomplaint/inquiryAct and respond in a timely effectivemanner,evenifjustafollow-upConsidereveryclientinteractionimportant, whether internal or externalclientCross-sellingDefinitionPersuadesandinfluencestheclient to accept other products andservicesBehavioralCharacteristicsHaveHavethoroughthoroughknowledgeknowledgeandandunderstandingunderstandingofofapplicableproductsandservicesapplicableproductsandservicesProvideProvideconsistentconsistentexceptionalexceptionalsupportsupportforforexistingproductsandservicesexistingproductsandservicesKnowKnowthetheclientsclientsbusinessbusinesstotoseeseethetheapplicabilityapplicabilityandandvaluevalueofofotherothercertaincertainproducts/servicesproducts/servicesAskAsk thethe clientclient forfor thethe sale;sale; customizecustomizethetheproduct/serviceifappropriateproduct/serviceifappropriate HandlesdifficultclientsDefinitionHandlesandresolvesclientscomplaintsandproblems.consistentlyprobesclienttoidentifyacompromiseor“winwin”situation.Initiatesfollow-upcommunicationstoinsureproblemorcompliantresolvedBehavioralCharacteristicsTreatclientwithrespect;showconcernTreatclientwithrespect;showconcernListenListenattentively,attentively,dodonotnotinterruptinterrupttotoacceptacceptotherothercallscallsPresentPresent options/multipleoptions/multiple solutionssolutions forfor thethe clientclientwhenpossiblewhenpossibleFollowFollowthroughthroughandandtaketakeaction;action;communicationcommunicationsituationsituation andand stepssteps forfor resolutionresolution toto othersothers asasappropriateappropriateRelationship managementDefinitionManagesclientrelationshipswith the organization. Understands andplansclientsportfolios.Insuresmaintenanceofrelationshipofrelationshipandoptimizessalesopportunities.BehavioralCharacteristicsBuildBuild relationshiprelationship withwith clients;clients; communicatecommunicateeffectivelyeffectivelyAnticipateAnticipate oror askask aboutabout theirtheir needs;needs; maintainmaintainopentwo-waycommunicationopentwo-waycommunicationHaveHavethoroughthoroughknowledgeknowledgeandandunderstandingunderstandingofofapplicableproducts/servicesapplicableproducts/servicesFollow-upFollow-up withwith accurateaccurate andand timelytimely informationinformationandproposalsandproposals Sales closingDefinitionPresentstheproducttotheclient. Brings the client to conclusion,acceptance,andpurchaseoftheproduct.BehavioralCharacteristicsReviewReviewclientclientneedsneedsandandareasareasofofstrengthstrengththatthatrelateintheproposal;emphasizestrengthsrelateintheproposal;emphasizestrengthsMakeMake anyany possiblepossible modificationsmodifications toto suitsuit clientclientneedsneedsAskforthesaleAskforthesaleAddressAddress anyany issuesissues oror concernsconcerns inin aa timely,timely,efficientmannerefficientmanner 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 LearningCL refers to a set of instructionalmethodsinwhichstudentsworkinsmallmixedabilitylearningteams.Eachstudentrespondsfornotonlyfor learning material in class, butalsoforteamworklearning.Six characteristics of CL)Heterogeneous)Heterogeneous)Positive Interdependence)Positive Interdependence)Face-to-face interaction)Face-to-face interaction.talkto,listento,connectwith,ask.others.talkto,listento,connectwith,ask.others)Individual accountability)Individual accountability)Social )Social and and academic academic goals, goals, IdentificationIdentification)Group processing)Group processingTeachers ResponsibilitySelecttopicsArrangegroupPreparematerialsGive a task statement and set upgoalsSetupjudgingcriteriaAnticipateandsolveproblemsGroup Working BehaviorParticipatingingroupactivitiesStayinginthegroupListeningAskingquestions2.InquiryInquiry approaches begin withquestionsandrelyonthemheavilythereafter as ways to stimulatestudentsexploration,discovery,and critical thinking about subjectmatter.(Questionisthebasicmethod.)An Inquiry Approach is built around:HypotheticalcasesEntrapmentTracingconsequencesQuestioningauthorityl lTheThe classroomclassroom climateclimate isis veryveryopenforstudentsquestioning.openforstudentsquestioning.l lTheTheprocedureproceduremaymayvaryvaryfromfromoneonesituationtoanothersituationtoanotherThe major objectives of Inquiry:Todevelopexperience;Toexplore;To discover facts, generalizations, andtechniques.Alternativepredictionsareencouraged.Alternativepredictionsareencouraged.TracingconsequenceshelpsstudentsgainbetterTracingconsequenceshelpsstudentsgainbetterunderstandingunderstanding. .3.Questions & AnswersMainreasonsforquestioning:Mainreasonsforquestioning:TogetstudentstoparticipateTogetstudentstoparticipateTocheckonstudentscomprehensionTocheckonstudentscomprehensionTotrackstudentsattentionTotrackstudentsattentionToteststudentsknowledgeofatopic.Toteststudentsknowledgeofatopic.TodiagnosestudentsweaknessesTodiagnosestudentsweaknessesTobreaktheice(letthediscussiongoing)Tobreaktheice(letthediscussiongoing)ToallowastudenttoshineinfrontofhisclassmatesToallowastudenttoshineinfrontofhisclassmatesToestablishexplanationToestablishexplanationToreviewworkToreviewworkTobuildupthestudentssecurityTobuildupthestudentssecurityTolearnaboutstudentsthemselvesTolearnaboutstudentsthemselvesTodiscussaspecifictopicTodiscussaspecifictopicCharacteristics of good questionsClearPurposefulBriefNaturalSequencedThoughtprovokingStimulation (apowerfulstrategy):Stimulationactivitiescanengagestudentsinwaysthatintrinsically motivate them todomatterinschool.3. DemonstrationAgooddemonstration:FocusattentionFocusattentionGiveageneralorientationoroverviewGiveageneralorientationoroverviewLabelthenewobjectives/conceptsLabelthenewobjectives/conceptsGothroughtheprocessstepbystepGothroughtheprocessstepbystepPerformeachactionslowlyPerformeachactionslowlyHaveHave aa studentstudent repeatrepeat thethe demonstrationdemonstration andand givegivefeedbackfeedbackCorrectmistakesbyredemonstrationCorrectmistakesbyredemonstrationThetrickofgooddemonstration:Tailor the demonstration to learnersneedsDemystifytheprocessEmphasizethegeneralprinciples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”theoryStrategyStructureSystem Shared ValueStyleStaffSkill