洲际餐饮管理培训

KC……..TrainFortheFuture WelcomeTheWorldofFoodandBeverage

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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CakeStorySESSION课程TIME时间WEDNESDAY星期三21MAR20072007年3月21日One第一部门10.00am–10.30amYouasRolesasCoach作为指导的角色MotivatingSubordinates激发员工10.30am–10.45amDiscussion/Break讨论时间Break休息Two第二部分10.45am–12.15pmCoachingProcess指导的步骤ProblemSolving&DecisionMaking问题处理以及决策制定12.15pm–1.15pmLunch午餐Lunch午餐Three第三部分1.15pm–2.30pmImprovingCommunication改善沟通效果HowtoDisciplineStaff2.30pm–3.00pmDiscussion/Break讨论时间Break休息Four第四部分3.00pm–4.00pmLeadershipSkills领导技能BuildingaWinningTeam创建成功的团队Five第五部分OurInterContinentalFoodandBeverageConcept洲际酒店餐饮设施概念SlidesDiscussion/NextWeek下周讨论ProgrammeObjective

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：ClassroomRules

培训纪律CanWe………准备好开始了吗？Doyouknowthisplace??你知道图片所示的地方吗？Whatismandoing?????这个人在做什么？LessonweLearn:-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！LessonweLearn:-由此此得得知知：：2)Ifyouwantyourpeopletosuccessyouneedtohaveasuccessfulmindtoo想让让你你的的团团队队取取得得成成功功，，你你必必须须有有真真知知灼灼见见。。LessonweLearn:-由此此得得知知：：3)Ifwewhatthemtowinyoumustgetreadyyourwinningformula想让让你你的的团团队队取取得得成成功功，，你你必必须须准准备备好好成成功功的的规规则则LessonweLearn:-由此此得得知知：：4)Lastly,ifyouwantyourpeopletosupportyouandourcustomers,youneedtosupportthemtooooooo最后，想要要员工支持持你的工作作和更好的的服务客人人，你必须须给予他们们你的支持持YouasRolesasCoach作为指导者者的角色YouasaCoach你作为指导导者的角色色YOU你UpperManagement上级管理人人员Governmental官方MiddleManagement中层管理人人员IndustryDemands行业需求Employee员工InternalGuests内部客人Guests客人Suppliers供应商ResponsibilitiesofCoaches指导者的责责任Bosses对你的老板板Meetingqualitystandards保持公司标标准Operatingwithinbudgetlimitations在预算范围围内很好的的运作餐厅厅Maintainingrecords保持重要记记录Writingreportsontime及时撰写报报告Staff对你的员工工Providingsafeworkingenvironment提供安全工工作环境Representingyouremployees’concernstoupper-management将员工所关关注的问题题反映给上上层领导Beingconsistentandfairinalldecisionsthatyouremployee对所有员工工保持决策策的公正性性Providingopportunitiestohelpgoodworkersgetahead为表现好的的员工创造造提高的机机会ResponsibilitiesofCoaches指导者的责责任Coaches对指导者Providingthebenefitofyourexperience从经验中获获益Helpingcoordinateeffortsamongdepartments协助部门间间沟通ResponsibilitiesofCoaches指导者的责责任Guests对客人Providingapleasantexperience提供愉悦的的体验Providinggoodproducts/services提供优质的的产品和服服务ResponsibilitiesofSupervision指导者的责责任NowIKnow…..现在我知道道……Thatlearningaboutpeopleratherthantasks学习了解我我的员工而而不仅仅是是工作本身身Thatemployeesatalllevelsdependonmetogetthejobdone员工依靠我我的指导完完成他们的的工作HelpingInterContinentalCenturyCityChengduHotelmeetsitsobjectives帮助成都世世纪城洲际际大饭店取取得成功SupervisingUp对待上级Stateyourthoughtsinterms将你的意见见归成条Makesureinformationisaccurateandcomplete确保所传达达信息的准准确和完整整Writedownideas将你的想法法写下来Bebrief简洁明了Beawareofvoice&body注意声调和和体态TIPSforgettingbosstolisten使老板听你你讲话的几几窍门Tellthem,‘We’regoingtodothis,’not,‘Youaregoingtodothis.’’告诉他们：：“我们会……”，而不是：：“你们会……”Besincere真诚的对待待他们Makebusinessdecisions,notpersonaldecisions根据经营需需要而不是是个人需要要做出决策策SupervisingDown对待下级TIPSforworkingwithyouremployees和员工相处处的几点窍窍门“Friendly,FairandFirm”友好，公正正，意志坚坚定Beconsistent保持一致Praiseyourstaffwhentheydidagoodjob表扬鼓励员员工Discussion讨论时间RecaptheCoachesRoles复习指导者者的角色StageWalkingCoachingProcess……….指导的步骤骤“Whosayselephantscan’tdance?”谁说大象不不能跳舞？？~LouGerstner~FunctionsofManagement管理职能COACHINGPROCESS指导的步骤骤Planning计划Oganising组织Leading领导Controlling控制Thesethingswillhelpmeinplanningactivities:以下将帮助助我们进行行计划工作作Settingasidetimeforplanning抽出时间做做工作计划划Gatheringallnecessaryinformation收集所有必必要信息Lettingemployeeshelpmeplanning让员工协助助制定计划划Makingflexibleplan制定灵活的的计划…Cont’Usingemployee,equipment,andresourceswisely精明的运用用员工，设设备以及其其他资源Evaluatingmyplan对计划做出出评估Completingmyplanontime准时完成计计划Consideringanemployee’spersonalqualitieswhenassigningjobresponsibilities结合员工的的不同所长长分配工作作Trainingemployeeswhoneedtoimprovetheirskills对工作技能能有待提高高的员工进进行培训Coordinatingresourceseffectively有效调整利利用资源Thesethingswillhelpmeinorganisingactivities:以下将帮助助我们进行行组织工作作：…Cont’Tellingemployeesthattheirworkaffectsotherdepartments告诉员工他他们的工作作成效会影影响其他部部门工作的的展开Showingemployeeshowtheycanworkwithotherdepartmentstogetjobdone向员工展示示怎样和其其他部门合合作完成任任务Tellingmystaffwhat’sexpectedofthem告知员工你你对他们的的期望Showingapositiveattitude表现出积极极的工作态态度Complimentingemployeesfortheirgoodperformance称赞员工的的好的表现现Seekingemployeesuggestions寻求员工的的意见Thesethingswillhelpmeinleadingactivities:以下将帮助助我们领导导员工…Cont’Thankingandrewardingemployeeswhoperformwell感谢并奖励励表现好的的员工Settingagoodexamplethroughmybehavior通过自己的的行为树立立好的榜样样Standingupforemployeeswhentheyneedmysupport当员工需要的的时候站出来来为他们说话话Helpingemployeestoimprove帮助员工改进进工作Knowingthatsometimesweneedtochangehowthingsaredoneinordertomeetgoals明白有时候我我们需要改变变做事的方式式以达到效果果的道理Knowingthatpreventingproblemsanderrorsiseasierthatcorrectingthem了解预防问题题比纠正问题题要容易Thesethingswillhelpmeincontrollingactivities:以下将帮助我我们进行控制制工作…Cont’Knowingthatoperatingwithinmydepartmentalbudgetisanimportanttoolincontrol了解：在预算算范围内经营营餐厅是控制制的重要方面面Trackingtheworstproblemsandblocksfirst跟踪可能出现现的最坏的问问题，并且及及时制止Discussion讨论时间RecapCoachingProcess复习指导的步步骤ItsTrue.ppsIMPROVINGCOMUNICATION…….改善沟通效果果IMPROVINGCOMUNICATION改善沟通效果果Whatiscommunication?什么是沟通？？Whomyoucommunicateto?谁是沟通的对对象？EffectiveCommunication?怎样做到有效效沟通？RoadblockstoEffectiveCommunication有效沟通的障障碍UnfairComparison不公平对比Just-Like-Me以己度人Stereotypes墨守成规GoodDay/BadDayEffect好心情和坏心心情效应HaloorPitchforkEffectTheElementsofCommunication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，音音色，速度，，音量以及适适时停顿Eyecontact,posture,gesture,andfacialexpression目光接触，体体态，姿势和和面部表情Whatthepersonactuallysays说话的实际内内容NonverbalCommunication非语言沟通“Actionsspeaklouderthanwords”行动比文字更更有说服力Howwesaysomething(vocal&visual),notwhatwesay(verbal)不要光说，要要看和说结合合38%VOCAL声音55%VISUAL视觉7%VERBAL语言100%VerbalCommunication口头沟通KeepitSimple内容简洁Explainand/orProvideanExample解释或举例说说明UseClear,DirectWords用简洁明了的的语言RespectyourListeners尊重听者…Cont’RepeatYourMainIdea重复重点CheckforUnderstanding检查对方是否否听懂ActiveListening积极的听众Involved包括Verbally语言上Nonverbally非语言Mentally精神上Physically身体上SomeAdditionalSuggestionsforEffectiveListening对于积极听众众的几点建议议Don’tInterrupt不要中途插话话Don’tPre-judge不要事先草率率判断Don’tReactEmotionally不要有过激的的情绪反应Discussion……..讨论时间LAPALABRA_2.PPSLeadershipSkills…..领导能力LEADERSHIP领导能力Allsupervisorsholdleadershippositions,butnotallsupervisorsareleaders.主管担任领导导职位，但不不一定能担当当起领导角色色….GoodLeaders/BadLeadersExercise好的领导以及及坏的领导练练习TraitsofLeaders领导的特性StrongDesiretoSucceed强烈的求胜欲欲Education教育水平GoodJudgment很好的判断能能力Empathy工作投入Self-Confidence自信…Cont’CreativityandDrive创造力干劲EnthusiasmandOptimism热情乐观Power权利Isabilitytogetpeopletoactbecausetheywantto,notbecausetheyhaveto.让人自愿而并并非被迫的去去工作You’veearnedrespectandstaffapproveofyouasaperson赢得员工对于于你的尊重和和认可Staffadmireyoursuperiorskills,specialknowledgeorability员工敬佩你的的领导技能，，行业知识以以及才干Personalpower个人权利ThepowerthatcomesfromyourPosition职位赋予你的的权利Involvesyourabilitytogetpeopletoactbecauseofthepositionhold.职位赋予你安安排员工工作作的权利Staffrecognizeyourposition员工承认你的的职位Staffexpectedtoberewardedwithpayraise,promotionetc员工期待奖励励，加薪，升升职等Donotwanttobecriticized员工不想受到到批评SuccessfulLeaderVsEffectiveLeader成功功的的领领导导和和有有效效的的领领导导Successfulleadershipbehaviordeterminedby成功功的的领