Đề tài Responsible organisational policy development & capacity building

Nội dung text: Đề tài Responsible organisational policy development & capacity building

1. Unit outline Objectives Topics By the end of the unit participants will be able to: 1. Importance of policies and procedures in tourism Explain the importance of developing a company code for • 2. Analysing and developing responsible behaviour of customers organisational policies in • Explain how to develop organisational guidelines & responsible tourism procedures for Responsible Tourism 3. Developing organisational Explain the meaning and importance of developing procedures and guidelines • in responsible tourism organisational policies on sustainability 4. Disseminating policies, • Define the characteristics of knowledge and awareness procedures and guidelines raising campaigns in responsible tourism • List and explain the types and characteristics of knowledge 5. Developing a staff training and dissemination tools programme to support responsible tourism policy • Explain the importance of regular training and coaching directives programmes on sustainable tourism practices
2. The function of company policies in responsible tourism • Links company vision and values to day-to-day operations • Communicate expectations about work performance and boundaries of action Healthy • Ensures compliance with relevant communities laws & regulations and provides a defence against inappropriate actions • Promotes efficiency in operation SUSTAINABILITY and reduces need for constant management intervention Economic Natural • Helps achieve sustainable vitality environment tourism objectives
3. Company benefits of having responsible tourism policies P • Helps defend a company from legal disputes • Demonstrates company commitment to maintaining a healthy environment, building a happier society and buoyant local economy P thereby enhancing the company brand and improving sales and loyalty • Promotes the support of customers to help the company achieve its P sustainability objectives • Fosters stability and consistency in decision-making and operational P procedures resulting in fewer operational setbacks • Creates stronger and more competitive tourism destinations that have better environments, happier people and stronger local economies for the P long term benefit of business, local residents and tourists
4. UNIT 5. RESPONSIBLE ORGANISATIONAL POLICY DEVELOPMENT & CAPACITY BUILDING TOPIC 2. ANALYSING & DEVELOPING ORGANISATIONAL POLICIES IN RESPONSIBLE TOURISM
5. Process for identifying company sustainability gaps and issues 1. Assemble 3. Research 5. Research policy 2. Establish 4. Shortlist and analyse and analyse development sustainability sustainability operational identified and review criteria needs practices issues team
6. Step 2. Establish sustainability criteria • Use national sustainability criteria / standards first, e.g. Green Lotus • If none exist or they are inadequate, then examine international criteria • Ensure criteria cover environmental, social, and economic aspects
7. Step 3. Research and analyse operational practices • Use sustainability criteria to evaluate operational practices • Identify which areas are already sustainable and which areas require improvement • Create checklist and rank level of adoption of desired practice
8. Step 4. Shortlist sustainability needs • Review results • Discuss in team and agree on key areas in which responsible tourism policies are most needed • Consideration of practicality issues must be considered
9. Key components of a policy document COMPONENT DESCRIPTION Headline Policy title, date of issue, policy number, page numbers, effective date, banner “supersedes / substitute?” notifications, office of origin, policy approval authority Policy Indicates the purpose of a policy, refers to external regulations or additional statement policy discussion (if applicable), gives a summary of the importance of its content Applicability Clarifies who the policy applies to as well as consequences for non-compliance Definitions Provides a definition of any technical terms used in the policy document Cognisant Identifies office(s) to contact in case of need for help with interpretations, office(s) resolution of problems and special issues Related policies Exact reference and information about related policies or procedures and guidelines
10. The InterContinental Hotels Group’s Responsible Tourism Policy Statement Source: InterContinental Hotels Group 2014,
11. Policy areas to meet environmental responsibility Energy use Water use Waste management Conservation Environmental Sustainable responsibility development Others?
12. Policy areas to meet social responsibility in tourism Respecting local culture Community development Safety and security Social Protecting responsibility children Others?
13. Policy areas to meet economic responsibility in tourism Fair trade Responsible employment Supporting local businesses Economic Training and responsibility capacity building Others?
14. UNIT 5. RESPONSIBLE ORGANISATIONAL POLICY DEVELOPMENT & CAPACITY BUILDING TOPIC 3. DEVELOPING ORGANISATIONAL PROCEDURES & GUIDELINES IN RESPONSIBLE TOURISM
15. Effective procedures and guidelines can include diagrams, use short, flow charts, or familiar words even photographs should be written in plain and simple to understand
16. Example of a procedures document Name of organisation (If specific to a service stream or unit, name of stream or unit) Title Page x of y pages Issue Number: 1 Issue Date: 10/1999 Purpose and scope Specify purpose of procedure, area covered, exclusions. Responsibility for implementing procedure Specify who will implement the procedure. Procedure List sequentially exactly what must be done, note exceptions. Documentation List documents to be used with the procedure, attach examples of completed documentation, if appropriate. Records List any records created as a result of using the procedure, where they are stored and for how long. Name and Title of Authorising Officer Date Signed and dated by the person authorising the procedure.
17. Purpose of guidelines • Support day-to-day decision-making • Describe best practice based on evidence and standardised actions that are commonly accepted within the industry • Provide detailed instructions on how to undertake more complex procedures
18. Example: Complex procedure requiring guidelines 1/2 Procedures: 1. A "Personnel Requisition Form" will be completed and the necessary authorisations will be secured prior to the search. 2. An electronic posting of the position will be posted on the Human Resources web site. 3. Appropriate outside advertising will be coordinated by the Human Resources Office, including postings with the veterans organizations, and state unemployment agencies. 4. The hiring department will conduct campus interviews and special effort should be made to consider candidates from under-represented groups. 5. Reference and background checks will be conducted on final candidates whom are being considered for a position with the College. 6. The oral offer of employment by the hiring department should be followed up by a written confirmation. 7. Rejected candidates will be promptly contacted and the communication process should be coordinated with the Human Resources Office. 8. The hiring supervisor will complete a "Status Form" to authorize placing the new employee on the payroll system. The form needs to be sent to the Human Resources Office. 9. Hiring supervisors will complete a performance appraisal for the new staff member within the first 30- 90 days of employment. Early detection of performance problems is very important.
19. The key components of a guidelines document COMPONENT DESCRIPTION Subject area Setting up scope the guideline serves for (e.g. defining guidelines for a particular topic) Background analysis Information on the purpose of the guideline Explanation of Introduce positive impacts of a guideline as well as indicate necessity results of not-following the guideline Sequence of steps Summary of steps to implement action overview Steps in detail Steps are broken down into smaller activities, following a logical order for implementing the actions into day-to-day operations.
20. UNIT 5. RESPONSIBLE ORGANISATIONAL POLICY DEVELOPMENT & CAPACITY BUILDING TOPIC 4. DISSEMINATING POLICIES, PROCEDURES AND GUIDELINES IN RESPONSIBLE TOURISM
21. What to disseminate? Full copy Purpose Background •The original policy / •Importance about why •Explanation of procedures / guidelines the policy / procedure / comprehensive in full guideline is needed development process adopted Target audience Benefits Implementation plan •Indication about who the •What the direct and •What the company will policy / procedure / indirect benefits of do next to instigate the guideline affects adoption will be policy / procedures / guidelines Further information •Where to obtain further information (or from who) and how
22. Dissemination through newsletters, brochures and flyers • Inform staff and others about the • Pros: new or amended policy through – Can be supported by images and the organisation newsletter illustrations – Can be passed on to other stakeholders – Can be read whenever convenient • Cons: – Relatively less detailed explanation – 100% readership not assured – Readers less likely to follow-up if they need clarification on the policy – Time intensive to write – Less likely to gain widespread commitment towards action – Relatively high cost
23. Dissemination by email • Create a section in the company • Pros: website or intranet to – Direct delivery to target audience communicate responsible – Relatively quick and easy to develop tourism policies and actions – Accessible 24 hours / day – Can be linked to web resources – Can be forwarded to other stakeholders – Highly inexpensive • Cons: – Less conducive for in-depth explanations – Doesn’t support images / illustrations well – 100% readership not assured – Readers less likely to follow-up if they need clarification on the policy – Less likely to gain widespread commitment
24. Principles of effective awareness messages • Speak directly to the key audience; language should be direct Grab attention and reflective of the audience; use images, illustrations, diagrams and colour to bring information to life Cater to the heart & the • Messages should not only deal with business matters but explain the importance at a human level head • Urge audience to not just read or become aware about an Call to action issue but to take the next step and become active participants of change. • Motivate the audience to implement action by Communicate benefits communicating benefits that are clear, direct and relevant to the audience • Messages should be consistent to reinforce their principles Convey a consistent message and generate greater trust from the audience in the management’s policy direction
25. Importance of staff training to achieve responsible tourism policy goals • Introduces new required activities and reinforces existing activities • Instils performance expectations and standards and better ensures consistency • Provides practical “hands-on” learning • Provides opportunities for staff to ask questions and feel comfortable with actions required • Increases employee motivation and adoption
26. Developing an effective workplace training programme using A-D-D-I-E • ADDIE is a popular generic 5-step framework used to develop courses • ADDIE is the basis of most of today’s Instructional Systems Design (ISD) methodologies • ADDIE helps ensure learning does not occur in a haphazard way • ADDIE is designed to ensure: – learners will achieve the goals of the course; – learner needs are properly considered; – effective and relevant training materials are designed and developed; and – effectiveness of the training program may be evaluated with specific, measurable outcomes.
27. Step 1. Analysis • Learner profile: Age group, level of experience, education background, cultural elements, gender • Job analysis: Tasks and skills of job relevant to the responsible tourism policy or procedure • Training models: Training models, teaching methods, learning environment, training duration • Design and development decisions: Responsible person/s for designing training plan, instructional materials, writing content, delivering training.
28. Using active learning approaches in training APPROACH DESCRIPTION Discussion A meeting specifically called to discuss the policy and/or procedures. Increases participation and allows different perspectives on a topic. Group activities Small-group problem-solving or collaborative learning activities that relate to the policy or procedure/s Multimedia Audio-visual presentations (e.g. videos, audio tape, overheads) or use of computers and the internet to help disseminate information on the policy and / or procedures Physical activities Movement and / or manipulation of materials Quiz Can be fun and interactive. Can be held after training has been provided to reinforce learning. Individual problem- Learning activities that are undertaken by individual staff members solving Role plays, simulations Learners are required to act out a situation to demonstrate their understanding of the procedure/s & demonstrations Guest speaker Inviting a guest speaker who has a good reputation or considerable knowledge in the topic area. Site visits Taking trainees on a visit to a local place of interest to provide practical examples and case studies of principles in practice.
29. Step 4. Implementation • Train trainers (if required) • Select, invite and register beneficiaries • Deliver training • Assess trainees • Conduct post-training evaluations
30. Example: Hotel training plan for protection of children in tourism workshop 1/3 TRAINING PLAN [Company Name] policy and procedures training in child protection TIME The workshop is planned for 4 hours – with a mix of classroom and practical activities. Schedule is shown below in the training plan OBJECTIVES By the end of the learning program, the learner will be able to: • Understand the basics issues and impacts of child labour and sexual exploitation • Understand the role and responsibility of staff in child protection • Apply techniques to identify potential child protection violations and to react appropriately TRAINING MODEL Class room based training using high impact learning methods which include power point slides, flashcards, case studies, role plays and quiz Optional field trip to experience responsible tourism practices in one destination. VENUE BRIEF Training room with sufficient space, tables, chairs and facilities to accommodate a group of 30 learners with a trainer RESOURCES • Presentation pack (Presenter or Powerpoint); • Trainee Guide and checklists • A1 paper (flip chart) & markers • Flash cards • Video clips of child protection situations • Case study hand-outs on child protection situations CONTENT See following table
31. Example: Hotel training plan for protection of children in tourism workshop 3/3 Topic 3: Identifying child protection violations (60 minutes) Learning outcomes: By the end of this session, trainees should understand the importance of child protection in tourism, be able to identify violations in child protection and apply correct reporting and emergency response strategies. TEACHING METHODS / LEARNING ACTIVITIES TIMING RESOURCES 1. Introduction Introduction to • Computer with Powerpoint • Aims, outcomes, key content, assessment etc workshop and session (5 presentation • Welcome participants to the workshop – introduce yourself, review the aims and outcomes, explain the schedule / content. minutes) • Projector • Explain the assessment requirements and how this will take place, and the award of the certification of participation • White board or flip chart; • Deal with any practical arrangements – phones, washrooms, breaks, smoking etc • Markers; 2. Warm-up activity Warm-up activity (5 • Flash cards of situations of • What do you understand by child exploitation? minutes) child violation and non- • Why is child protection important in tourism? violation situations • Discussion: Have you ever witnessed exploitation of a child? What did you feel? How did you react? Do you think you helped • Case study hand-outs of solve the problem? What more could you have done? situations involving • Put key points onto flipchart potential violations of child 3. Presentation Presentation on protection • What are the rights of children? identifying child • Video clips of potential • What is meant by a violation in child protection? protection violations (15 child protection violations • Types of child protection violations: (i) Labour (ii) Sexual exploitation minutes) • Impacts of child protection violations • How to identify a child protection violation 4. Case study Demonstration (10 Learners split into small groups and read a case study of a situation involving a potential child protection violation and discuss the steps minutes) they would follow in order to further confirm if a violation of child protection has been made. Groups present their case study and explanation of recommendations back to the class. 5. Practice Practice session – Short video clips are shown of situations involving potential child protection violations and pauses the video after each clip to ask identifying child participants to explain what they saw and heard which makes them believe there could be a violation in child protection and the further protection violations (15 steps they would take to confirm if there has been a violation or not. minutes) 6. Review Review (10 minutes) • Review of main points of session and answer any questions • Note assessment requirements