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1、1,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,2,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,3,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15。其中内训预算没人每年为1930元，时间为8.85天/年；外训预算为1650元，时间为5.2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ChinaHR.com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510用于培训。,4,两种培训,上岗引导培训 在职开发的培训,5,上
2、 岗 引 导 培 训,6,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,7,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,8,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。,9,迎新 阶段的要求,执行人：人力资源部 工作标准：新雇员上岗
3、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。,10,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。,11,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
4、场所；向雇员讲解安全措施和规章制度。,12,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。,13,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。,14,在 职 开 发 培 训,15,培训与开发(Training assess current ability to meet those needs Ask clients what they would like; survey clients,31,Product knowledge,Defini
5、tion: Know the companys products and services; keeps knowledge current; knows the products/services features and benefits,32,Behavioral Characteristics,Consistently review company newsletters and other information sources Develop relationships with co-workers who are experts in other products/servic
6、es Regularly review industry data/information for general trends Attend seminars,33,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,34,Behavioral Characteristics,Foster
7、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,35,Client servic
8、e,Definition: Meets and exceeds the expectations talks and acts with clients in mind,36,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-u
9、p Consider every client interaction important, whether internal or external client,37,Cross-selling,Definition Persuades and influences the client to accept other products and services,38,Behavioral Characteristics,Have thorough knowledge and understanding of applicable products and services Provide
10、 consistent exceptional support for existing products and services Know the clients business to see the applicability and value of other certain products/services Ask the client for the sale; customize the product/service if appropriate,39,Handles difficult clients,Definition Handles and resolves cl
11、ients complaints and problems. consistently probes client to identify a compromise or “win win” situation. Initiates follow-up communications to insure problem or compliant resolved,40,Behavioral Characteristics,Treat client with respect; show concern Listen attentively, do not interrupt to accept o
12、ther 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,41,Relationship management,Definition Manages client relationships with the organization. Understands and plans clients
13、 portfolios. Insures maintenance of relationship of relationship and optimizes sales opportunities.,42,Behavioral Characteristics,Build relationship with clients; communicate effectively Anticipate or ask about their needs; maintain open two-way communication Have thorough knowledge and understandin
14、g of applicable products/services Follow-up with accurate and timely information and proposals,43,Sales closing,Definition Presents the product to the client. Brings the client to conclusion, acceptance, and purchase of the product.,44,Behavioral Characteristics,Review client needs and areas of stre
15、ngth 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,45,编制三个问卷,组织分析问卷 人员分析问卷 任务分析问卷,46,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,47,制定培训开发方案并实施,一 种 五 部 教 学 法,48,Fi
16、ve Teaching Strategies,Cooperative Learning Inquiry Questions and Answers Simulation Demonstration,49,1. 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.,50,Six characteristics of CL,)Heterogeneous )Positive Interdependence )Face-to-face interaction .talk to, listen to, connect with, ask.others )Individua
