洲际餐饮管理培训

KC……..TrainFortheFuture WelcomeTheWorldofFoodandBeverage

欢迎来到餐饮世界1TODAY

今天的内容

TogetherwegoingtoLearnMore我们一起学习TogetherwegoingtoDevelopourSkills我们一起提高技能TogetherwegoingtoCoachourpeople我们一起指导员工CakeStory23ProgrammeObjective

课程目标Beabletoenhanceyourknowledge&understandingfunctions,roles&responsibilitiesasCoach对指导者一角的职能，角色，责任的认识有大幅提高BeabletopolishyourskillsinCommunication,leadership,motivation,problemsolvinganddecisionmakingwhichareessentialtoeffectiveCoach.提高你的沟通技巧，领导能力，驱动能力，问题解决能力以及决策制定能力等作为有效指导者所必备的素质UnderstandourF&Bconcept了解餐饮设施概念Attheendofthisprogramme,youwill:本课结束后，你将会：4ClassroomRules

培训纪律5CanWe………准备好开始了吗？6Doyouknowthisplace??你知道图片所示的地方吗？7Whatismandoing?????这个人在做什么？89LessonweLearn:-由此得知：1)Ifyouwantyourpeopletoknowtheirjob,youguideandshowthem!!!如果想让你的员工了解他们的工作，需指导并且展示给他们！10LessonweLearn:-由此得知：2)Ifyouwantyourpeopletosuccessyouneedtohaveasuccessfulmindtoo想让你的团队取得成功，你必须有真知灼见。11LessonweLearn:-由此得知：3)Ifwewhatthemtowinyoumustgetreadyyourwinningformula想让你的团队取得成功，你必须准备好成功的规则12LessonweLearn:-由此得知：4)Lastly,ifyouwantyourpeopletosupportyouandourcustomers,youneedtosupportthemtooooooo最后，想要员工支持你的工作和更好的服务客人，你必须给予他们你的支持13YouasRolesasCoach作为指导者的角色14YouasaCoach

你作为指导者的角色YOU你UpperManagement上级管理人员Governmental官方MiddleManagement中层管理人员IndustryDemands行业需求Employee员工InternalGuests内部客人Guests客人Suppliers供应商15ResponsibilitiesofCoaches

指导者的责任Bosses对你的老板Meetingqualitystandards保持公司标准Operatingwithinbudgetlimitations在预算范围内很好的运作餐厅Maintainingrecords保持重要记录Writingreportsontime及时撰写报告 16Staff对你的员工Providingsafeworkingenvironment提供安全工作环境Representingyouremployees’concernstoupper-management将员工所关注的问题反映给上层领导Beingconsistentandfairinalldecisionsthatyouremployee对所有员工保持决策的公正性Providingopportunitiestohelpgoodworkersgetahead为表现好的员工创造提高的机会ResponsibilitiesofCoaches

指导者的责任17Coaches对指导者Providingthebenefitofyourexperience从经验中获益Helpingcoordinateeffortsamongdepartments协助部门间沟通ResponsibilitiesofCoaches

指导者的责任18Guests对客人Providingapleasantexperience提供愉悦的体验Providinggoodproducts/services提供优质的产品和服务ResponsibilitiesofSupervision

指导者的责任19NowIKnow…..

现在我知道……Thatlearningaboutpeopleratherthantasks学习了解我的员工而不仅仅是工作本身Thatemployeesatalllevelsdependonmetogetthejobdone员工依靠我的指导完成他们的工作HelpingInterContinentalCenturyCityChengduHotelmeetsitsobjectives帮助成都世纪城洲际大饭店取得成功20SupervisingUp对待上级Stateyourthoughtsinterms将你的意见归成条Makesureinformationisaccurateandcomplete确保所传达信息的准确和完整Writedownideas将你的想法写下来Bebrief简洁明了Beawareofvoice&body注意声调和体态TIPSforgettingbosstolisten使老板听你讲话的几窍门21Tellthem,‘We’regoingtodothis,’not,‘Youaregoingtodothis.’告诉他们：“我们会……”，而不是：“你们会……”Besincere真诚的对待他们Makebusinessdecisions,notpersonaldecisions根据经营需要而不是个人需要做出决策SupervisingDown对待下级TIPSforworkingwithyouremployees和员工相处的几点窍门22“Friendly,FairandFirm”友好，公正，意志坚定Beconsistent保持一致Praiseyourstaffwhentheydidagoodjob表扬鼓励员工23Discussion讨论时间RecaptheCoachesRoles复习指导者的角色StageWalking24Coaching

Process…….指导的步骤“Whosayselephantscan’tdance?”谁说大象不能跳舞？~LouGerstner~25Functionsof

Management

管理职能COACHINGPROCESS

指导的步骤

Planning计划Oganising组织Leading领导Controlling控制26Thesethingswillhelpmeinplanningactivities:

以下将帮助我们进行计划工作Settingasidetimeforplanning抽出时间做工作计划Gatheringallnecessaryinformation收集所有必要信息Lettingemployeeshelpmeplanning让员工协助制定计划Makingflexibleplan制定灵活的计划…Cont’27Usingemployee,equipment,andresourceswisely精明的运用员工，设备以及其他资源Evaluatingmyplan对计划做出评估Completingmyplanontime准时完成计划28Consideringanemployee’spersonalqualitieswhenassigningjobresponsibilities结合员工的不同所长分配工作Trainingemployeeswhoneedtoimprovetheirskills对工作技能有待提高的员工进行培训Coordinatingresourceseffectively有效调整利用资源Thesethingswillhelpmeinorganisingactivities:以下将帮助我们进行组织工作：…Cont’29Tellingemployeesthattheirworkaffectsotherdepartments告诉员工他们的工作成效会影响其他部门工作的展开Showingemployeeshowtheycanworkwithotherdepartmentstogetjobdone

向员工展示怎样和其他部门合作完成任务30Tellingmystaffwhat’sexpectedofthem告知员工你对他们的期望Showingapositiveattitude表现出积极的工作态度Complimentingemployeesfortheirgoodperformance称赞员工的好的表现Seekingemployeesuggestions寻求员工的意见Thesethingswillhelpmeinleadingactivities:以下将帮助我们领导员工…Cont’31Thankingandrewardingemployeeswhoperformwell感谢并奖励表现好的员工Settingagoodexamplethroughmybehavior通过自己的行为树立好的榜样Standingupforemployeeswhentheyneedmysupport当员工需要的时候站出来为他们说话32Helpingemployeestoimprove帮助员工改进工作Knowingthatsometimesweneedtochangehowthingsaredoneinordertomeetgoals明白有时候我们需要改变做事的方式以达到效果的道理Knowingthatpreventingproblemsanderrorsiseasierthatcorrectingthem了解预防问题比纠正问题要容易Thesethingswillhelpmeincontrollingactivities:以下将帮助我们进行控制工作…Cont’33Knowingthatoperatingwithinmydepartmentalbudgetisanimportanttoolincontrol了解：在预算范围内经营餐厅是控制的重要方面Trackingtheworstproblemsandblocksfirst跟踪可能出现的最坏的问题，并且及时制止34

Discussion讨论时间RecapCoachingProcess复习指导的步骤ItsTrue.pps35IMPROVINGCOMUNICATION…….改善沟通效果36IMPROVINGCOMUNICATION改善沟通效果Whatiscommunication?什么是沟通？Whomyoucommunicateto?谁是沟通的对象？EffectiveCommunication?怎样做到有效沟通？37RoadblockstoEffectiveCommunication有效沟通的障碍UnfairComparison不公平对比Just-Like-Me以己度人Stereotypes墨守成规GoodDay/BadDayEffect好心情和坏心情效应HaloorPitchforkEffect38TheElementsofCommunication

沟通的要素1.VOCAL声音2.VISUAL视觉3.VERBAL语言Vocalvariety,quality,rate,volume,andvocalizedpaused声调变化，音色，速度，音量以及适时停顿Eyecontact,posture,gesture,andfacialexpression目光接触，体态，姿势和面部表情Whatthepersonactuallysays说话的实际内容39NonverbalCommunication

非语言沟通“Actionsspeaklouderthanwords”行动比文字更有说服力Howwesaysomething(vocal&visual),notwhatwesay(verbal)不要光说，要看和说结合4038%VOCAL声音55%VISUAL视觉7%VERBAL语言100%41VerbalCommunication口头沟通KeepitSimple内容简洁Explainand/orProvideanExample解释或举例说明UseClear,DirectWords用简洁明了的语言RespectyourListeners尊重听者…Cont’42RepeatYourMainIdea重复重点CheckforUnderstanding检查对方是否听懂43ActiveListening积极的听众Involved包括Verbally语言上Nonverbally非语言Mentally精神上Physically身体上44SomeAdditionalSuggestionsforEffectiveListening

对于积极听众的几点建议Don’tInterrupt不要中途插话Don’tPre-judge不要事先草率判断Don’tReactEmotionally不要有过激的情绪反应45Discussion…..讨论时间LAPALABRA_2.PPS46LeadershipSkills…..领导能力47LEADERSHIP领导能力Allsupervisorsholdleadershippositions,butnotallsupervisorsareleaders.主管担任领导职位，但不一定能担当起领导角色….GoodLeaders/BadLeadersExercise好的领导以及坏的领导练习48TraitsofLeaders

领导的特性StrongDesiretoSucceed强烈的求胜欲Education教育水平GoodJudgment很好的判断能力Empathy工作投入Self-Confidence自信…Cont’49CreativityandDrive创造力干劲EnthusiasmandOptimism热情乐观50Power权利Isabilitytogetpeopletoactbecausetheywantto,notbecausetheyhaveto.让人自愿而并非被迫的去工作You’veearnedrespectandstaffapproveofyouasaperson赢得员工对于你的尊重和认可Staffadmireyoursuperiorskills,specialknowledgeorability员工敬佩你的领导技能，行业知识以及才干Personalpower个人权利51ThepowerthatcomesfromyourPosition职位赋予你的权利Involvesyourabilitytogetpeopletoactbecauseofthepositionhold.职位赋予你安排员工工作的权利Staffrecognizeyourposition员工承认你的职位S