醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)培訓(xùn)課件

1、醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)培訓(xùn)的目的向企業(yè)雇員傳授廣泛的技能利用培訓(xùn)強(qiáng)化雇員的獻(xiàn)身精神2醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)培訓(xùn)的目的向企業(yè)雇員傳授廣泛的技能2醫(yī)療行業(yè)基于勝任特征的專企業(yè)用于培訓(xùn)的投資外企在員工培訓(xùn)上越來(lái)越重視，75以上的外企每年的培訓(xùn)費(fèi)占銷售收入的比例在15。其中內(nèi)訓(xùn)預(yù)算沒(méi)人每年為1930元，時(shí)間為8.85天/年；外訓(xùn)預(yù)算為1650元，時(shí)間為5.2天/年。調(diào)查顯示，培訓(xùn)費(fèi)較上一個(gè)財(cái)政年度穩(wěn)中有升。 2000/4/12中華英才網(wǎng)ChinaHR.com的外企薪資調(diào)查（北京市西三角人事技術(shù)研究所舉辦） IBM、施樂(lè)、MOTOROLA等公司每

2、年將其工資總額的510用于培訓(xùn)。3醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)企業(yè)用于培訓(xùn)的投資外企在員工培訓(xùn)上越來(lái)越重視，75以上的外兩種培訓(xùn)上崗引導(dǎo)培訓(xùn)在職開(kāi)發(fā)的培訓(xùn)4醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)兩種培訓(xùn)上崗引導(dǎo)培訓(xùn)4醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)上 崗 引 導(dǎo) 培 訓(xùn)5醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)上 崗 引 導(dǎo) 培 訓(xùn)5醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)新雇員上崗引導(dǎo)(Orienting New Employees)定義：給新雇員介紹做好本職工作所必須的企業(yè)基本背景情況的過(guò)程。 功能：減少新雇員上崗初期的緊張不安及可能感受到的現(xiàn)實(shí)沖擊；使新雇員盡快熟悉企業(yè)的目標(biāo)、價(jià)值觀、工作任務(wù)、

3、業(yè)績(jī)期望等。 程序執(zhí)行者工作標(biāo)準(zhǔn)6醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)新雇員上崗引導(dǎo)(Orienting New Employee新雇員上崗引導(dǎo)程序準(zhǔn)備 迎新 企業(yè)基本情況介紹 工作基本情況介紹 核查與補(bǔ)充 簽訂協(xié)議與合同7醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)新雇員上崗引導(dǎo)程序準(zhǔn)備 迎新 企業(yè)基本情況介紹 工作基本情況準(zhǔn)備階段的要求 執(zhí)行人：部門(mén)經(jīng)理工作標(biāo)準(zhǔn)：新雇員上崗兩周前，部門(mén)經(jīng)理填寫(xiě)“人員變動(dòng)通知單”并交給人力資源部；確定給新雇員介紹的內(nèi)容。 8醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)準(zhǔn)備階段的要求 執(zhí)行人：部門(mén)經(jīng)理8醫(yī)療行業(yè)基于勝任特征的專業(yè)迎新 階段的要求 執(zhí)行人：人力資源部工作標(biāo)準(zhǔn)：新雇員上

4、崗第一天到人力資源部報(bào)到；發(fā)給新雇員工作證；雇員上崗需辦手續(xù)清單”，填寫(xiě)所有與人力資源部有關(guān)的表。 9醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)迎新 階段的要求 執(zhí)行人：人力資源部9醫(yī)療行業(yè)基于勝任特征的企業(yè)基本情況介紹 的要求 執(zhí)行人：人力資源部工作標(biāo)準(zhǔn)：告訴新雇員上崗引導(dǎo)計(jì)劃；通過(guò)視頻、手冊(cè)、印刷材料等手段，向新雇員介紹公司的傳統(tǒng)和價(jià)值觀、人事政策、公司組織結(jié)構(gòu)及運(yùn)營(yíng)情況、工作績(jī)效評(píng)價(jià)、工資發(fā)放、加薪 與晉升、雇員福利等；將新雇員介紹給其部門(mén)經(jīng)理。 10醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)企業(yè)基本情況介紹 的要求 執(zhí)行人：人力資源部10醫(yī)療行業(yè)基于工作基本情況介紹 的要求 執(zhí)行人：部門(mén)經(jīng)理 工作標(biāo)準(zhǔn)

5、：按“新雇員上崗需辦手續(xù)清單”辦理自己職責(zé)范圍內(nèi)的手續(xù)；準(zhǔn)確講解新工作的要求、期望和規(guī)則；將新雇員介紹給他或她的新同事；請(qǐng)新同事向新雇員介紹他們?cè)诠竟ぷ鞯墓ぷ鹘?jīng)驗(yàn) 讓雇員熟悉工作場(chǎng)所；向雇員講解安全措施和規(guī)章制度。 11醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)工作基本情況介紹 的要求 執(zhí)行人：部門(mén)經(jīng)理11醫(yī)療行業(yè)基于勝核查和補(bǔ)充 執(zhí)行人：人力資源部、部門(mén)經(jīng)理 工作標(biāo)準(zhǔn)：核查新雇員有哪些上崗引導(dǎo)計(jì)劃中的內(nèi)容被忽略；對(duì)被忽略的部分進(jìn)行必要的補(bǔ)充。 12醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)核查和補(bǔ)充 執(zhí)行人：人力資源部、部門(mén)經(jīng)理12醫(yī)療行業(yè)基于勝簽訂協(xié)議及勞動(dòng)合同 執(zhí)行人：人力資源部、新雇員工作標(biāo)準(zhǔn)：簽創(chuàng)

6、新和機(jī)密消息協(xié)議；簽與知識(shí)產(chǎn)權(quán)有關(guān)的協(xié)議；簽勞動(dòng)合同。 13醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)簽訂協(xié)議及勞動(dòng)合同 執(zhí)行人：人力資源部、新雇員13醫(yī)療行業(yè)基在 職 開(kāi) 發(fā) 培 訓(xùn)14醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)在 職 開(kāi) 發(fā) 培 訓(xùn)14醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)培訓(xùn)與開(kāi)發(fā)(Training & Development)定義：企業(yè)通過(guò)培訓(xùn)和開(kāi)發(fā)項(xiàng)目改進(jìn)雇員能力水平和組織績(jī)效的一種有計(jì)劃的、連續(xù)的過(guò)程。 功能：提高企業(yè)生產(chǎn)率；防止企業(yè)各層次人雇員作知識(shí)和技能的退化；為完成更高層次的任務(wù)作好準(zhǔn)備。 程序執(zhí)行者工作標(biāo)準(zhǔn)15醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)培訓(xùn)與開(kāi)發(fā)(Training &

7、Development)定培訓(xùn)與開(kāi)發(fā)程序評(píng)估T&D需求 明確T&D目標(biāo) 選擇T&D方法 選擇T&D媒介 實(shí)施T&D計(jì)劃 評(píng)價(jià)T&D效果16醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)培訓(xùn)與開(kāi)發(fā)程序評(píng)估T&D需求 明確T&D目標(biāo) 選擇T&D方法評(píng)估T&D需求 執(zhí)行人：人力資源部T&D經(jīng)理工作標(biāo)準(zhǔn)：評(píng)估新雇員的培訓(xùn)需求：任務(wù)分析 列出某項(xiàng)工作的主要任務(wù)和子任務(wù)； 說(shuō)明執(zhí)行任務(wù)和子任務(wù)的頻率； 說(shuō)明每項(xiàng)任務(wù)和子任務(wù)的完成的數(shù)量和質(zhì)量標(biāo)準(zhǔn)； 說(shuō)明在什么條件下完成任務(wù)和子任務(wù)； 準(zhǔn)確說(shuō)明每項(xiàng)任務(wù)和子任務(wù)所必需的知識(shí)和技能； 確定是在崗學(xué)習(xí)還是脫產(chǎn)學(xué)習(xí)； 確定在崗雇員的培訓(xùn)需求：工作績(jī)效分析 評(píng)價(jià)雇員當(dāng)前的工作績(jī)效

8、； 核查當(dāng)前工作績(jī)效與要求的工作績(jī)效之間的差距； 分析產(chǎn)生工作績(jī)效差距的原因； 確定誰(shuí)需要接受培訓(xùn)； 確定需要進(jìn)行哪種培訓(xùn)； 17醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)評(píng)估T&D需求 執(zhí)行人：人力資源部T&D經(jīng)理17醫(yī)療行業(yè)基明確T&D目標(biāo) 執(zhí)行人：人力資源部T&D經(jīng)理、直線經(jīng)理工作標(biāo)準(zhǔn)：詳細(xì)說(shuō)明圓滿完成培訓(xùn)計(jì)劃后受訓(xùn)者能夠達(dá)到的知識(shí)和技能水平。 18醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)明確T&D目標(biāo) 執(zhí)行人：人力資源部T&D經(jīng)理、直線經(jīng)理18選擇T&D 方法 執(zhí)行人：人力資源部T&D經(jīng)理工作標(biāo)準(zhǔn)：根據(jù)培訓(xùn)和開(kāi)發(fā)的特定對(duì)象和內(nèi)容，選擇適當(dāng)?shù)姆椒ê图夹g(shù)。 19醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)選擇T&

9、D 方法 執(zhí)行人：人力資源部T&D經(jīng)理19醫(yī)療行業(yè)選擇T&D媒介 執(zhí)行人：人力資源部T&D經(jīng)理工作標(biāo)準(zhǔn)：根據(jù)培訓(xùn)和開(kāi)發(fā)的特定對(duì)象和內(nèi)容，選擇適當(dāng)?shù)拿浇?，如：多媒體、錄象帶、電影膠片、閉路電視、幻燈機(jī)、投影儀、掛圖和黑板等。 20醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)選擇T&D媒介 執(zhí)行人：人力資源部T&D經(jīng)理20醫(yī)療行業(yè)基于實(shí)施T&D 計(jì)劃 執(zhí)行人：人力資源部T&D經(jīng)理工作標(biāo)準(zhǔn)：選擇合格的培訓(xùn)人員；根據(jù)培訓(xùn)目標(biāo)和選定的方法、媒體進(jìn)行培訓(xùn)；對(duì)培訓(xùn)過(guò)程進(jìn)行監(jiān)控。 21醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)實(shí)施T&D 計(jì)劃 執(zhí)行人：人力資源部T&D經(jīng)理21醫(yī)療行業(yè)基評(píng)價(jià)T&D效果 執(zhí)行人：人力資源部T&D經(jīng)

10、理工作標(biāo)準(zhǔn)：評(píng)價(jià)受訓(xùn)者對(duì)培訓(xùn)計(jì)劃的反應(yīng)；確定他們是否學(xué)到了預(yù)期應(yīng)學(xué)到的原理、技能和事實(shí)；搜集受訓(xùn)者工作行為的變化情況；確定預(yù)先設(shè)定的培訓(xùn)目標(biāo)的完成程度。 22醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)評(píng)價(jià)T&D效果 執(zhí)行人：人力資源部T&D經(jīng)理22醫(yī)療行業(yè)基一 個(gè) 例 子對(duì)銷售部經(jīng)理的培訓(xùn)23醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)一 個(gè) 例 子對(duì)銷售部經(jīng)理的培訓(xùn)23醫(yī)療行業(yè)基于勝任特征的職業(yè)心理素質(zhì)總要求 能表現(xiàn)出專業(yè)技巧、自信和專業(yè)技能；具有較強(qiáng)的競(jìng)爭(zhēng)性、對(duì)待工作比較熱心和積極；能積極努力地達(dá)到個(gè)人、團(tuán)隊(duì)、地區(qū)和公司的目標(biāo)與目的。24醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)職業(yè)心理素質(zhì)總要求 能表現(xiàn)出專業(yè)技巧

11、、自信和專業(yè)技能；具有較職業(yè)心理素質(zhì)的具體要求在與客戶交流溝通過(guò)程中表現(xiàn)出自信和自尊，能提供清晰、正確、真實(shí)的信息。即使是在處理困難的業(yè)務(wù)過(guò)程中，也能保持積極的心態(tài)在銷售過(guò)程中，能克服各種困難，頑強(qiáng)地追求實(shí)現(xiàn)既定的銷售目標(biāo)能夠?yàn)樽约航⒂刑魬?zhàn)性的銷售目標(biāo)，有成為最優(yōu)秀的銷售人員的強(qiáng)烈愿望為了促進(jìn)地區(qū)銷售和公司整個(gè)銷售的成功，能熱心地做出犧牲25醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)職業(yè)心理素質(zhì)的具體要求在與客戶交流溝通過(guò)程中表現(xiàn)出自信和自尊對(duì)基于勝任特征的工作規(guī)范的考 察26醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)對(duì)基于勝任特征的工作規(guī)范的考 察26醫(yī)療行業(yè)基于勝任特征Customer service

12、in salesl Keep a customer first attitudel Use practical skills to create and keep customersl Recognise customers needs and know how to satisfy theml Find positive solutions to customer complaintsl Recognize different customer personality types and the best way to handle them27醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Custom

13、er service in salesl Consulting Skills in salesl Anticipates customers needsl Establish customer partnershipl Identify needsl Recommends and leverage solutionsl Facilitates customer decision makingl Establish success indicatorsl Meet commitment/follow through28醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Consulting Skills in s

14、aleslNeeds IdentificationDefinition： Identifies, monitors, and measures the client or project needs.29醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Needs IdentificationDefinitionBehavioral CharacteristicsKnow the clients businessKnow the clients organization goals or the goals of the projectAnalyze the goals and assess what it

15、would take to attain them; assess current ability to meet those needsAsk clients what they would like; survey clients 30醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Behavioral CharacteristicsKnowProduct knowledge Definition: Know the companys products and services; keeps knowledge current; knows the products/services features

16、and benefits 31醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Product knowledge Definition: Behavioral Characteristics Consistently review company newsletters and other information sourcesDevelop relationships with co-workers who are experts in other products/servicesRegularly review industry data/information for general trendsA

17、ttend seminars32醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Behavioral Characteristics ConProspects 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 33醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Prospects Clients Definition: Behaviora

18、l CharacteristicsFoster open communication with potential clients Assess specific areas of expertise of co-workers/professionalsMaintain current and appropriate skilled professionalsBuild and maintain relationship with skilled professionalsIntroduce client and appropriate skilled professional; follo

19、w-up 34醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Behavioral CharacteristicsFostClient 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 mind35醫(yī)療行業(yè)基于勝任特征

20、的專業(yè)管理培訓(xùn)Client service Definition: MeeBehavioral Characteristics Anticipate or ask what the client wants and try to provide Initiate action/response to any client complaint/inquiryAct and respond in a timely effective manner, even if just a follow-up Consider every client interaction important, wheth

21、er internal or external client 36醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Behavioral Characteristics AntCross-selling Definition Persuades and influences the client to accept other products and services37醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Cross-selling Definition PerBehavioral Characteristics Have thorough knowledge and understanding of app

22、licable products and servicesProvide consistent exceptional support for existing products and servicesKnow the clients business to see the applicability and value of other certain products/servicesAsk the client for the sale; customize the product/service if appropriate 38醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Behavioral

23、 Characteristics HavHandles 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 39醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Handles difficult c

24、lients DefiBehavioral Characteristics Treat client with respect; show concernListen attentively, do not interrupt to accept other callsPresent options/multiple solutions for the client when possibleFollow through and take action; communication situation and steps for resolution to others as appropri

25、ate40醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Behavioral Characteristics TreRelationship management Definition Manages client relationships with the organization. Understands and plans clients portfolios. Insures maintenance of relationship of relationship and optimizes sales opportunities.41醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Relationship m

26、anagement DefiniBehavioral Characteristics Build relationship with clients; communicate effectively Anticipate or ask about their needs; maintain open two-way communicationHave thorough knowledge and understanding of applicable products/servicesFollow-up with accurate and timely information and prop

27、osals 42醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Behavioral Characteristics BuiSales closing Definition Presents the product to the client. Brings the client to conclusion, acceptance, and purchase of the product.43醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Sales closing Definition PrBehavioral Characteristics Review client needs and areas of stren

28、gth that relate in the proposal; emphasize strengthsMake any possible modifications to suit client needs Ask for the saleAddress any issues or concerns in a timely, efficient manner 44醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Behavioral Characteristics Rev編制三個(gè)問(wèn)卷組織分析問(wèn)卷人員分析問(wèn)卷任務(wù)分析問(wèn)卷45醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)編制三個(gè)問(wèn)卷組織分析問(wèn)卷45醫(yī)療行業(yè)基于勝任特征的專

29、業(yè)管理培常見(jiàn)的培訓(xùn)技術(shù)在職培訓(xùn)工作指導(dǎo)培訓(xùn)講座視聽(tīng)技術(shù)遠(yuǎn)距離培訓(xùn)程序化教學(xué)新雇員模擬培訓(xùn)46醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)常見(jiàn)的培訓(xùn)技術(shù)在職培訓(xùn)46醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)制定培訓(xùn)開(kāi)發(fā)方案并實(shí)施一 種 五 部 教 學(xué) 法47醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)制定培訓(xùn)開(kāi)發(fā)方案并實(shí)施一 種 五 部 教 學(xué) 法47醫(yī)療行業(yè)Five Teaching StrategiesCooperative LearningInquiryQuestions and AnswersSimulationDemonstration48醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Five Teaching Strate

30、giesCooper醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)培訓(xùn)課件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 processing50醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Six characteristics of CL)HetTe

31、achers ResponsibilitySelect topicsArrange groupPrepare materialsGive a task statement and set up goalsSet up judging criteriaAnticipate and solve problems51醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Teachers ResponsibilitySelectGroup Working Behavior Participating in group activitiesStaying in the groupListeningAsking questi

32、ons52醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)Group Working Behavior Partici2. InquiryInquiry 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.)53醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)2. InquiryInqu

33、iry approachesAn Inquiry Approach is built around:Hypothetical casesEntrapmentTracing consequencesQuestioning authorityThe classroom climate is very open for students questioning.The procedure may vary from one situation to another54醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)An Inquiry Approach is built aThe major objectives

34、 of Inquiry:To develop experience;To explore;To discover facts, generalizations, and techniques.Alternative predictions are encouraged.Tracing consequences helps students gain better understanding.55醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)The major objectives of Inquir3.Questions & AnswersMain reasons for questioning:To g

35、et students to participateTo check on students comprehensionTo track students attentionTo test students knowledge of a topic.To diagnose students weaknessesTo break the ice (let the discussion going)To allow a student to shine in front of his classmatesTo establish explanationTo review workTo build up the students securityTo learn about students themselvesTo discuss a specific topic56醫(yī)療行業(yè)基于勝任特征的專業(yè)管理培訓(xùn)3.Questions & AnswersMain reaCharacteristics of good questionsClearPurposefulBriefNaturalSequence