洲際餐飲管理培訓

KC……..TrainFortheFuture WelcomeTheWorldofFoodandBeverage

歡迎來到餐飲世界TODAY

今天的內容

TogetherwegoingtoLearnMore我們一起學習TogetherwegoingtoDevelopourSkills我們一起提高技能TogetherwegoingtoCoachourpeople我們一起指導員工CakeStorySESSION課程TIME時間WEDNESDAY星期三21MAR20072007年3月21日One第一部門10.00am–10.30amYouasRolesasCoach作為指導的角色MotivatingSubordinates激發(fā)員工10.30am–10.45amDiscussion/Break討論時間Break休息Two第二部分10.45am–12.15pmCoachingProcess指導的步驟ProblemSolving&DecisionMaking問題處理以及決策制定12.15pm–1.15pmLunch午餐Lunch午餐Three第三部分1.15pm–2.30pmImprovingCommunication改善溝通效果HowtoDisciplineStaff2.30pm–3.00pmDiscussion/Break討論時間Break休息Four第四部分3.00pm–4.00pmLeadershipSkills領導技能BuildingaWinningTeam創(chuàng)建成功的團隊Five第五部分OurInterContinentalFoodandBeverageConcept洲際酒店餐飲設施概念SlidesDiscussion/NextWeek下周討論ProgrammeObjective

課程目標Beabletoenhanceyourknowledge&understandingfunctions,roles&responsibilitiesasCoach對指導者一角的職能，角色，責任的認識有大幅提高BeabletopolishyourskillsinCommunication,leadership,motivation,problemsolvinganddecisionmakingwhichareessentialtoeffectiveCoach.提高你的溝通技巧，領導能力，驅動能力，問題解決能力以及決策制定能力等作為有效指導者所必備的素質UnderstandourF&Bconcept了解餐飲設施概念Attheendofthisprogramme,youwill:本課結束后，你將會：ClassroomRules

培訓紀律CanWe………準備好開始了嗎？Doyouknowthisplace??你知道圖片所示的地方嗎？Whatismandoing?????這個人在做什么？LessonweLearn:-由此得知：1)Ifyouwantyourpeopletoknowtheirjob,youguideandshowthem!!!如果想讓你的員工了解他們的工作，需指導并且展示給他們！LessonweLearn:-由此此得得知知：：2)Ifyouwantyourpeopletosuccessyouneedtohaveasuccessfulmindtoo想讓讓你你的的團團隊隊取取得得成成功功，，你你必必須須有有真真知知灼灼見見。。LessonweLearn:-由此此得得知知：：3)Ifwewhatthemtowinyoumustgetreadyyourwinningformula想讓讓你你的的團團隊隊取取得得成成功功，，你你必必須須準準備備好好成成功功的的規(guī)規(guī)則則LessonweLearn:-由此此得得知知：：4)Lastly,ifyouwantyourpeopletosupportyouandourcustomers,youneedtosupportthemtooooooo最后，想要要員工支持持你的工作作和更好的的服務客人人，你必須須給予他們們你的支持持YouasRolesasCoach作為指導者者的角色YouasaCoach你作為指導導者的角色色YOU你UpperManagement上級管理人人員Governmental官方MiddleManagement中層管理人人員IndustryDemands行業(yè)需求Employee員工InternalGuests內部客人Guests客人Suppliers供應商ResponsibilitiesofCoaches指導者的責責任Bosses對你的老板板Meetingqualitystandards保持公司標標準Operatingwithinbudgetlimitations在預算范圍圍內很好的的運作餐廳廳Maintainingrecords保持重要記記錄Writingreportsontime及時撰寫報報告Staff對你的員工工Providingsafeworkingenvironment提供安全工工作環(huán)境Representingyouremployees’concernstoupper-management將員工所關關注的問題題反映給上上層領導Beingconsistentandfairinalldecisionsthatyouremployee對所有員工工保持決策策的公正性性Providingopportunitiestohelpgoodworkersgetahead為表現(xiàn)好的的員工創(chuàng)造造提高的機機會ResponsibilitiesofCoaches指導者的責責任Coaches對指導者Providingthebenefitofyourexperience從經(jīng)驗中獲獲益Helpingcoordinateeffortsamongdepartments協(xié)助部門間間溝通ResponsibilitiesofCoaches指導者的責責任Guests對客人Providingapleasantexperience提供愉悅的的體驗Providinggoodproducts/services提供優(yōu)質的的產(chǎn)品和服服務ResponsibilitiesofSupervision指導者的責責任NowIKnow…..現(xiàn)在我知道道……Thatlearningaboutpeopleratherthantasks學習了解我我的員工而而不僅僅是是工作本身身Thatemployeesatalllevelsdependonmetogetthejobdone員工依靠我我的指導完完成他們的的工作HelpingInterContinentalCenturyCityChengduHotelmeetsitsobjectives幫助成都世世紀城洲際際大飯店取取得成功SupervisingUp對待上級Stateyourthoughtsinterms將你的意見見歸成條Makesureinformationisaccurateandcomplete確保所傳達達信息的準準確和完整整Writedownideas將你的想法法寫下來Bebrief簡潔明了Beawareofvoice&body注意聲調和和體態(tài)TIPSforgettingbosstolisten使老板聽你你講話的幾幾竅門Tellthem,‘We’regoingtodothis,’not,‘Youaregoingtodothis.’’告訴他們：：“我們會……”，而不是：：“你們會……”Besincere真誠的對待待他們Makebusinessdecisions,notpersonaldecisions根據(jù)經(jīng)營需需要而不是是個人需要要做出決策策SupervisingDown對待下級TIPSforworkingwithyouremployees和員工相處處的幾點竅竅門“Friendly,FairandFirm”友好，公正正，意志堅堅定Beconsistent保持一致Praiseyourstaffwhentheydidagoodjob表揚鼓勵員員工Discussion討論時間RecaptheCoachesRoles復習指導者者的角色StageWalkingCoachingProcess……….指導的步驟驟“Whosayselephantscan’tdance?”誰說大象不不能跳舞？？~LouGerstner~FunctionsofManagement管理職能COACHINGPROCESS指導的步驟驟Planning計劃Oganising組織Leading領導Controlling控制Thesethingswillhelpmeinplanningactivities:以下將幫助助我們進行行計劃工作作Settingasidetimeforplanning抽出時間做做工作計劃劃Gatheringallnecessaryinformation收集所有必必要信息Lettingemployeeshelpmeplanning讓員工協(xié)助助制定計劃劃Makingflexibleplan制定靈活的的計劃…Cont’Usingemployee,equipment,andresourceswisely精明的運用用員工，設設備以及其其他資源Evaluatingmyplan對計劃做出出評估Completingmyplanontime準時完成計計劃Consideringanemployee’spersonalqualitieswhenassigningjobresponsibilities結合員工的的不同所長長分配工作作Trainingemployeeswhoneedtoimprovetheirskills對工作技能能有待提高高的員工進進行培訓Coordinatingresourceseffectively有效調整利利用資源Thesethingswillhelpmeinorganisingactivities:以下將幫助助我們進行行組織工作作：…Cont’Tellingemployeesthattheirworkaffectsotherdepartments告訴員工他他們的工作作成效會影影響其他部部門工作的的展開Showingemployeeshowtheycanworkwithotherdepartmentstogetjobdone向員工展示示怎樣和其其他部門合合作完成任任務Tellingmystaffwhat’sexpectedofthem告知員工你你對他們的的期望Showingapositiveattitude表現(xiàn)出積極極的工作態(tài)態(tài)度Complimentingemployeesfortheirgoodperformance稱贊員工的的好的表現(xiàn)現(xiàn)Seekingemployeesuggestions尋求員工的的意見Thesethingswillhelpmeinleadingactivities:以下將幫助助我們領導導員工…Cont’Thankingandrewardingemployeeswhoperformwell感謝并獎勵勵表現(xiàn)好的的員工Settingagoodexamplethroughmybehavior通過自己的的行為樹立立好的榜樣樣Standingupforemployeeswhentheyneedmysupport當員工需要的的時候站出來來為他們說話話Helpingemployeestoimprove幫助員工改進進工作Knowingthatsometimesweneedtochangehowthingsaredoneinordertomeetgoals明白有時候我我們需要改變變做事的方式式以達到效果果的道理Knowingthatpreventingproblemsanderrorsiseasierthatcorrectingthem了解預防問題題比糾正問題題要容易Thesethingswillhelpmeincontrollingactivities:以下將幫助我我們進行控制制工作…Cont’Knowingthatoperatingwithinmydepartmentalbudgetisanimportanttoolincontrol了解：在預算算范圍內經(jīng)營營餐廳是控制制的重要方面面Trackingtheworstproblemsandblocksfirst跟蹤可能出現(xiàn)現(xiàn)的最壞的問問題，并且及及時制止Discussion討論時間RecapCoachingProcess復習指導的步步驟ItsTrue.ppsIMPROVINGCOMUNICATION…….改善溝通效果果IMPROVINGCOMUNICATION改善溝通效果果Whatiscommunication?什么是溝通？？Whomyoucommunicateto?誰是溝通的對對象？EffectiveCommunication?怎樣做到有效效溝通？RoadblockstoEffectiveCommunication有效溝通的障障礙UnfairComparison不公平對比Just-Like-Me以己度人Stereotypes墨守成規(guī)GoodDay/BadDayEffect好心情和壞心心情效應HaloorPitchforkEffectTheElementsofCommunication溝通的要素1.VOCAL聲音2.VISUAL視覺3.VERBAL語言Vocalvariety,quality,rate,volume,andvocalizedpaused聲調變化，音音色，速度，，音量以及適適時停頓Eyecontact,posture,gesture,andfacialexpression目光接觸，體體態(tài)，姿勢和和面部表情Whatthepersonactuallysays說話的實際內內容NonverbalCommunication非語言溝通“Actionsspeaklouderthanwords”行動比文字更更有說服力Howwesaysomething(vocal&visual),notwhatwesay(verbal)不要光說，要要看和說結合合38%VOCAL聲音55%VISUAL視覺7%VERBAL語言100%VerbalCommunication口頭溝通KeepitSimple內容簡潔Explainand/orProvideanExample解釋或舉例說說明UseClear,DirectWords用簡潔明了的的語言RespectyourListeners尊重聽者…Cont’RepeatYourMainIdea重復重點CheckforUnderstanding檢查對方是否否聽懂ActiveListening積極的聽眾Involved包括Verbally語言上Nonverbally非語言Mentally精神上Physically身體上SomeAdditionalSuggestionsforEffectiveListening對于積極聽眾眾的幾點建議議Don’tInterrupt不要中途插話話Don’tPre-judge不要事先草率率判斷Don’tReactEmotionally不要有過激的的情緒反應Discussion……..討論時間LAPALABRA_2.PPSLeadershipSkills…..領導能力LEADERSHIP領導能力Allsupervisorsholdleadershippositions,butnotallsupervisorsareleaders.主管擔任領導導職位，但不不一定能擔當當起領導角色色….GoodLeaders/BadLeadersExercise好的領導以及及壞的領導練練習TraitsofLeaders領導的特性StrongDesiretoSucceed強烈的求勝欲欲Education教育水平GoodJudgment很好的判斷能能力Empathy工作投入Self-Confidence自信…Cont’CreativityandDrive創(chuàng)造力干勁EnthusiasmandOptimism熱情樂觀Power權利Isabilitytogetpeopletoactbecausetheywantto,notbecausetheyhaveto.讓人自愿而并并非被迫的去去工作You’veearnedrespectandstaffapproveofyouasaperson贏得員工對于于你的尊重和和認可Staffadmireyoursuperiorskills,specialknowledgeorability員工敬佩你的的領導技能，，行業(yè)知識以以及才干Personalpower個人權利ThepowerthatcomesfromyourPosition職位賦予你的的權利Involvesyourabilitytogetpeopletoactbecauseofthepositionhold.職位賦予你安安排員工工作作的權利Staffrecognizeyourposition員工承認你的的職位Staffexpectedtoberewardedwithpayraise,promotionetc員工期待獎勵勵，加薪，升升職等Donotwanttobecriticized員工不想受到到批評SuccessfulLeaderVsEffectiveLeader成功功的的領領導導和和有有效效的的領領導導Successfulleadershipbehaviordeterminedby成功功的的領