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What Do Consultants Do?
Seeing Things from the Customer's
Job Descriptions: Dead
Wood or Living Tools?
The Learning Organization
Demystifying Training Design
New Employee Orientation
Beyond Training: Training
Cross-Training as a Motivator
How can I motivate my
Expected to Create a
A lesson in creative management,
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© 1997 Claire
CHIC Hospitality Consulting Services
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If it is better work
performance that we want, and if we wish to instill ambition in
our employees, before trying to counsel them on the ways and benefits
of "career" advancement, we must first do a lot of groundwork
ourselves with a view to transforming the workplace into a "learning organization". We must define our goals
and objectives; analyze our resources, our people, and the work
environment; list down the gaps in all three areas, and try to diagnose
of those gaps,
which represent our organizational
problems. It is only after correct
diagnosis that we can attempt a cure.
A step in the right
direction would be to make the goal-and-objective setting, the analysis,
and the definition of problems and their causes, an all-out organizational
effort, involving people at all levels. The format, style and sequence
for such team effort also requires careful planning, bearing in
mind past experiences and the personality of the organization as
a whole, which has been shaped by different factors.
We can take note of
a few proven principles to guide us in our master-plan:
- Generic models
and systems written by others should be used only as guidelines.
- Each organization
has its own personality and unique needs.
- Managers must view
themselves as mentors and coaches, and act accordingly.
- The concept of
"work" must be changed from an obligatory activity
for which remuneration is given to that of an opportunity offering
a "professional challenge" and a "learning experience".
- Supervisors and
employees should be encouraged to instigate and take responsibility
for their own learning (professional training and self-development).
- Company training
and development activities should not be limited to the actual
performance of a task or duty, but leading towards the business, professional
and self-development of all employees.
- There must be formal
and informal networks of communications (one-on-one when needed,
and group meetings.
- Group communications
meetings, at regularly scheduled intervals, must include relevant
and interesting "lessons", facilitated by an expert
Manager or Supervisor.
- Employees should
be encouraged to attend formal educational and professional
courses offered by the outside world.
- Trainees and Management
Trainees must be incorporated into the organization - not only
do they offer a fresh point of view, but serve as an excellent
example to employees and help create the concept of work as a learning experience.
and "job" rotation are excellent professional development
tactics that lead towards improved understanding and improved
communications among departments (for the bold, a further step
can be implemented under guidance: "King for the Day" cross-training, such as
letting a line worker play Supervisor for one day).
- Supervisors and
employees must be encouraged to compete with their own selves
rather than against each other.
- Supervisors and
employees should receive ongoing informal feedback, in addition
to formal feedback as laid down by company policy.
and rewards should preferably be directed towards groups and
teams rather than individuals - individual contributions and
accomplishments can be rewarded in a more personal manner, such
as a thank-you note, increased responsibility, a promotion or
- The basis for such
an organization is Management Commitment and its columns are
made up of understanding, acceptance, participation, and input
by all its members.
Reserved - Copyright © 1997 Claire Belilos
This article is not to be uploaded, sold or distributed in any form
or manner without the author's written permission
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CHIC Hospitality Consulting
#2007-1011 Beach Avenue, Vancouver, B.C. V6E 1T8, Canada
Tel: (604) 685-8449/ 687-8442 PST
Hospitality Consulting Services, Home Page: http://www.easytraining.com, specializes in Hospitality,
human resources strategies, organizational training and development,
Customer Service and problem-solving. She offers "on site",
online and distance consulting and coaching. She creates job,
training and evaluation tools, and custom-tailored solutions to
people management problems.
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