Comprehensive Training and Development Program Report for Yan Toh Heen

This report provides a detailed overview of a training and development program designed for Yan Toh Heen, a Chinese restaurant in Hong Kong. The program, developed by "Tomorrow the World" consultancy, focuses on enhancing employee skills and knowledge in leadership management, organizational development, and customer behavior. Part A of the report outlines three key training sessions: Change & Organizational Development Strategies, Unlearning, and Understanding Customer Behavior. Each session includes aims, learning outcomes, a brief outline of the format, academic overviews, and planned activities with time allocations. The report emphasizes the importance of adapting to change, fostering a learning culture, and understanding customer expectations. The conclusion highlights the significance of training and development for organizational, team, and individual success, emphasizing the value of structured program itineraries. The report includes references to relevant academic sources.

Training program

Table of Contents
INTRODUCTION...........................................................................................................................1
PART A...........................................................................................................................................1
PART B............................................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Training and development is the session which result in improving effectiveness of
organisation, individual as well as team (Simons and et.al. ,2016). This program is designed by
Human resource division of company with the motive of enhancing their staff members skills
and knowledge related to the particular task. As per the given brief Tomorrow the world is an
training and development consultancy and it is specialised in leadership management training,
SHRM and so on. Respective organisation is going to provide training and development session
to employees of Yan Toh Teen which is restaurant situated in Hong Kong. Motive behind
providing training is to develop learning culture of their staff members. This assignment will
going to discuss itinerary of three training and development session i.e., change &
organisational development strategies, unlearning and understanding of customer behaviour.
PART A
Company Overview - Yan Toh Teen is the finest Chinese restaurant which is specialised
in Cantonese Cuisine and it is opened in 1984. This restaurant invite customers on a culinary
exploration and celebration of restaurant new era with exquisite Cantonese dishes which mix
traditional with modern flair (Czaja and Sharit, 2016). Location of restaurant is Lower level,
Inter Continental Hong Kong, 18 Salisbury Road, Kowloon, Hong Kong.
Mission of Yan Toh Heen – Enhancing customer satisfaction as well as loyalty by
providing accurate and fastest services with quality products within environment friendly and
clean environment. All this can be accomplish with the assistance of teamwork, honesty,
communication, sharing experience and so on.
Core values of Yan Toh Heen – Respective restaurant have several core values
explanation of these are as follows:-
 Respect – Staff member of respective restaurant give respect and value to everyone who
visit their doors they can be guest or employees. Yan Toh Heen consider their experience
and well being as highest priority.
 Economic sustainability – Aim of restaurant is to generate sufficient return on the
invested amount for sustaining operations with minimum risk.
Aim of Yan Toh Heen – “To gain customers loyalty by providing them high quality
products and services.”
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Session Title: Change & Organisational Development Strategies
Session Aims:-
To develop skills and knowledge of employees working at senior level so that they
become able to develop effective strategies to bring changes toward the development of Yan Toh
Heen Restaurant.
Session Learning Outcome:-
After getting training from Tomorrow the World, the employees that are working at
managerial level of Yan Toh Heen restaurant will become able to bring changes in current
operations. This in turn help in improving the quality of operation and in achieving competitive
edge at marketplace (Piquero And et.al., 2016).
Brief outline of format:-
In order to develop the understanding of change and organisational development strategy
among employees of restaurant various steps will be followed. Following point are the outline of
this learning process:
 Analysing the requirement of change
 Determining the changes to be implemented
 Application of different framework to determine the outcome of particular changes.
 Proper leadership and guidance to employees for its implementation
 Performance evaluation for determining gap.
Academic overview:-
In order to provide this training session effectively, theoretical knowledge will be granted
to these employees by developing an understanding regarding particular frameworks so that it
can achieve objectives practically (Kachur and et.al., 2017). For analysing the change
effectively implementation of SWOT analysis will be teach to them which help in determining
the strength, weakness of restaurant services and opportunities of development that they must
exploit. In addition to this, training will be provided regarding different leadership style that can
be used to guide employees over their work.
Activities & Time:-
Following are the activities that will be performed in this training session:-
Activities Time
 Lecture 30 minutes
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 Role play 30 minutes
Session Title: Unlearning
Session Aims:-
For developing the skills or capability of employees to promote the Learning culture, it is
very essential for unlearning the previous knowledge of employees (Aragones and et.al., 2016).
By getting training for this employees become able to perform much better as they will work
over totally new concept.
Session Learning Outcome:-
After getting training session from Tomorrow the World expertise regarding unlearning,
employee become able to open up for new area of learning. This in turn support them in
improving the quality of performance.
Brief outline of format:-
In order to conduct this session of unlearning following actions will be performed in
order to improve the understanding of learners:
 Analyse the requirement of learning new things
 Determine areas to be unlearned
 Modification in existing learning
 Developing understanding regarding situational analysis
 Improving efficiency to take effective decision as per situation
Academic overview:-
For providing proper training over unlearning of old things there would a session will be
provided which consist of number of activities for enhancing the level of understanding to
employees (Johnson and et.al., 2019). In these activities theoretical training will also be granted
to employees regarding proper analysis of situation that would be perform using theories like
behaviourism and cognitive constructivism. In addition to this learning cycle will be teach to
them so that they can implement it in real life experience.
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Activities & Time:-
Activities Time
 Lecture 30 minutes
 Cognitive thinking 15 minutes
 Group discussion 15 minute
Session Title: Understanding of customer behaviour
Session Aims:-
The main aim of this session i.e. understanding of customer behaviour is to develop the
skills and capabilities of Yan Toh Heen resturant's employees will be able to identify the
behaviour and expectation of customer.
Session Learning Outcome:-
By getting training over this concept, the employees of Yan Toh Heen restaurant will be
able to offer service as per the need and expectation of customer (Pierson And et.al., 2015). This
in turn develop an environment of learning culture among employees.
Brief outline of format:-
For making this session successful there would be number of activities performed which
are presented below:
 Providing understanding regarding the conversation process
 Identifying the basic requirement of customer
 Analysing buying pattern in relation with food or services
 Analysing the manner of providing better service as per expectation
Academic overview:-
In order to improve the outcome of this session knowledge of employees will also be
enhanced with the help of theoretical information. For this an understanding regarding the
personal variable model will be provided to employees which describe the factors over which
customer make decision (Harries, Lubans and Callister,2015). In addition to this Shannon's
model of communication will also be teach to them that support in enhancing communication.
Activities & Time:-
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Activity Time
Lecture 20 minute
Group discussion 15 minute
Role play 25 minute
PART B
Covered in PPT
CONCLUSION
From the above discussion it has been concluded that training and development is
important for organisation, team as well as individual. Because it help in enhancing skills and
knowledge which is necessary for sustaining within competitive business environment. Along
with this, while providing training session it is necessary to frame itinerary of that entire program
because it will assist in scheduling program in proper manner. Itinerary include each and every
aspect of training program along with their duration.
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REFERENCES
Books and Journals
Simons, D. J. and et.al., 2016. Do “brain-training” programs work?. Psychological Science in
the Public Interest. 17(3). pp.103-186.
Czaja, S. J. and Sharit, J., 2016. Designing training and instructional programs for older adults.
CRC Press.
Piquero, A. R. And et.al., 2016. A meta-analysis update on the effects of early family/parent
training programs on antisocial behavior and delinquency. Journal of Experimental
Criminology. 12(2). pp.229-248.
Kachur, S. and et.al., 2017. Impact of cardiac rehabilitation and exercise training programs in
coronary heart disease. Progress in cardiovascular diseases. 60(1). pp.103-114.
Aragones, T. and et.al., 2016. Method and system for automated personal training that includes
training programs. U.S. Patent 9,457,256.
Johnson, J. L. and et.al., 2019. Ten-Year Legacy Effects of Three Eight-Month Exercise Training
Programs on Cardiometabolic Health Parameters. Frontiers in physiology. 10. p.452.
Pierson, J. F. And et.al., 2015. Cultivating psychotherapist artistry: Model existential-humanistic
training programs.
Harries, S. K., Lubans, D. R. and Callister, R., 2015. Systematic review and meta-analysis of
linear and undulating periodized resistance training programs on muscular strength. The
Journal of Strength & Conditioning Research. 29(4). pp.1113-1125.
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