Uhlu Lwezidingo lukaMaslow Ekukhangiseni: Amazinga, Izibonelo, kanye Nesu

Ikhaya » Amabhokisi » Uhlu Lwezidingo lukaMaslow Ekukhangiseni: Amazinga, Izibonelo, kanye Nesu

Uma uqonda ukuthi yini eshukumisa abantu, uyaqonda ukuthi kungani bethenga. Uhlu lwezidingo zikaMaslow olusetshenziswa ekukhangiseni luyindlela emfushane yokuchaza izisusa kanye nokwenza imiyalezo, okunikezwayo, kanye nokuhlangenwe nakho okuhambisana ngempela nalokho ikhasimende elikudingayo nganoma yisiphi isikhathi.

Ngaphezu kwengxenye yazo zonke izinhlobo zemikhiqizo ziphinda kabili imizamo yazo yokuxhumana kangcono nezithameli zazo, kodwa imikhankaso eminingi isahluleka ngoba ayihlangabezani nesidingo esifanele ezingeni elifanele . Nansi indlela yokusebenzisa le modeli ukuthola amathuba, ukuklama amasu, nokuthuthukisa amazinga okuguqulwa ngezibonelo zangempela nezinyathelo ezicacile.

Iyini iphiramidi kaMaslow futhi kungani ifanelana njengegilavu ​​​​ekukhangiseni?

Uhlu lwezidingo luka-Abraham Maslow luhlela lokho okuqhuba ukuziphatha kwethu kube amazinga amahlanu, kusukela kokuyisisekelo kuya kokufisayo. Ekukhangiseni, lesi sakhiwo sisiza ukuvumelanisa umkhiqizo, umyalezo, kanye nesiteshi nesisusa esikhulu sekhasimende . Uma weqa isisekelo, konke okunye kuyasilela; uma ubona ukuthi izithameli zakho zikuphi, uxhumana ngokushesha.

UMaslow (1908–1970) wayenza yathandwa le ndlela ngawo-1940 futhi wayinweba emisebenzini yakhe yakamuva. Umqondo wakhe oyinhloko ukuthi sivame ukugcwalisa izidingo zomzimba nezokuphepha ngaphambi kokufisa ukuba ngumuntu, ukuhlonishwa, kanye nokuzibona. Nakuba egxekwa ngokwenza kube lula kakhulu kanye nokubandlulula okungaba khona ngamasiko, ukusebenza kwayo okusebenzayo ebhizinisini nasekuxhumaneni akunakuphikwa: kusiza ukubeka phambili imiyalezo nokuklama okuhlangenwe nakho okubalulekile.

Amazinga amahlanu kaMaslow nokuthi ungawasebenzisa kanjani emasu akho

1) I-physiological: okubalulekile okungavumeli izaba

Sikhuluma ngokudla, ukuphuza, ukuphumula, ukuphefumula, ukuhlala uphilile, nokuba nendawo efanelekile. Ngamagama abathengi, lokhu kuhunyushwa njengezidingo eziyisisekelo kanye nemiyalezo egxile ekutholakaleni , ukufinyeleleka, kanye nokusebenza ngokushesha.

Izibonelo ezijwayelekile: izitolo ezinkulu eziqinisa uhla lwezinto ezibalulekile ngentengo enhle; izinhlobo zamanzi ezixhumene nemikhuba enempilo; imikhankaso ekhanga indlala noma ukuphumula ngamahlaya noma ngezithembiso ezicacile zokukhululeka kanye nenhlalakahle yomzimba.

• Isihluthulelo sokuxhumana: ukugqamisa inzuzo eqondile yokusebenzaintengo ethembekile kanye nokufinyeleleka kalula.
• I-UX kanye nokuguqulwa: amakhasi asheshayo, angenamikhuhlane, ane izingcingo ezibonakalayo esenzweni kanye nesitoko esiqinisekisiwe.

2) Ukuphepha: ukwethembana, ukuzinza kanye nokungamangazi lutho

Ngemva kokumboza izisekelo, sifuna isivikelo: impilo, umsebenzi, ukuzinza kwezezimali, ubumfihlo, kanye nezindawo eziphephile. Yilapho imilayezo edlulisa ukuthembeka, ukuphepha, kanye nokulawula kwesikhathi eside ikhanya khona.

Izinkampani zomshuwalense, izinhlobo zezimoto ezigxile ekuphepheni, izinsizakalo eziqinisekisiwe, izinqubo ezicacile, kanye nezinqubomgomo zokubuyisa impahla ezisobala konke kungena emakethe. Ukubonisa izinhlelo zokuqinisekisa umphakathi kanye nezipele (ukusekela, ukunakekela, ukuthobela imithetho) kusebenza kahle kakhulu.

• Ukuxhumana okubalulekile: izitifiketi, iziqinisekiso, idatha yokuphepha kanye izinqubo ezisobala.
• I-UX kanye nokuguqulwa: izimbozo zokuthembela, ukubethela okubonakalayo, Imibuzo Evame Ukubuzwa Ngengozi kanye nokuqhathaniswa kokuvikelwa.

3) Ukuzibandakanya noma ukuba yingxenye: umphakathi kanye nobudlelwano bangempela

Singabantu abaxhumana nabantu: sifuna uthando, ubungane, kanye nokuba yingxenye yamaqembu anezindinganiso ezifanayo. Imikhiqizo ephumelelayo lapha yakha imiphakathi esebenzayo , ikhuthaza ukuxhumana, futhi idale okuqukethwe okukhuthaza ukuhlanganyela.

Izinto ezisebenza kahle kakhulu: izinhlelo zokwethembeka, amaqembu anentshisekelo, izinselele zezokuxhumana, imicimbi, kanye nokusebenzisana okuqinisa umuzwa womphakathi . Imikhankaso eminingi yeziphuzo noma yezemidlalo edumile incike ngqo kulesi sici semizwa.

• Isihluthulelo sokuxhumana: izindaba "zokuba ndawonye", okuqukethwe okwenziwe umsebenzisi, ubulungu ekilabhini.
• UX kanye nokuguqulwa: izikhala zokuphawula, izindlela zokuxhumana kanye izinzuzo zokubamba iqhaza.

4) Ukuqashelwa noma ukuhlonishwa: isimo, impumelelo kanye nokuqinisekiswa

Ufisa ukwaziswa, ukuzizwa uhlonishwa nguwe kanye nabanye. Yilapho-ke iziphakamiso zenani ezigcizelela ubuhle, impumelelo, kanye nokwehluka zisebenza khona . Sikhuluma ngemfashini, ubuchwepheshe obunezifiso, imfundo yabaphathi, kanye namapulatifomu ochwepheshe.

Izindlela zokupheka ezisebenzayo: izindaba zempumelelo, imiklomelo, ubufakazi obuvelele, izinhlelo ezilinganiselwe, kanye nezinhlelo zemiklomelo yokusebenza . Konke okwenza intuthuko kanye nokufaneleka kubonakale.

• Izinto ezibalulekile zokuxhumana: ikhwalithi ebonwayo, ukukhetheka, izimpawu zesimo kanye nemininingwane.
• UX nokuguqulwa: amasayithi okuqhathanisa aphezulu, izilungiseleli namaphakheji "ochwepheshe" anezinzuzo ezicacile.

5) Ukuzazisa: injongo, ukukhula, kanye nokudlula konke

Ingxenye ephezulu yephiramidi igxile ekuthuthukiseni amandla nokuphila ngenhloso. Ixhumanisa imikhiqizo exhumanisa ukubaluleka kwayo nobuciko, ukusimama, umthelela emphakathini , noma ukusungula izinto ezintsha okuthuthukisa izimpilo.

Izibonelo ezivamile zifaka phakathi imfundo ethuthukisiwe, amathuluzi okudala, amaphrojekthi obuchwepheshe aqhutshwa yimisebenzi, kanye nemikhiqizo ekhuthaza ukusetshenziswa okunesibopho nokuqaphela . Umyalezo ugxile ezifisweni zomuntu siqu.

• Isihluthulelo sokuxhumana: inhloso, umnikelo, ukuguqulwa komuntu siqu noma ochwepheshe
• I-UX kanye nokuguqulwa: izindaba zokuguqulwa, izindlela zokufunda kanye izilinganiso zomthelela.

Izibonelo ngomkhakha kanye nangaphakathi kwenkampani

Akukhona konke okuphathelene nezici zangaphandle. Ngaphakathi kwenhlangano yakho, ungasebenzisa futhi imodeli yephiramidi ukuthuthukisa isiko kanye nokusebenza, ubhekane nezidingo zabasebenzi kuzo zonke izigaba ngezinyathelo eziqondile.

Embonini yamahhotela, isibonelo, ubuholi benkonzo bungakhuthazwa, umsebenzi ungaqashelwa ngezikhuthazo ezibonakalayo, futhi kungadalwa amandla eqembu aqinisa ukungenisa izihambi njengenani elihlanganyelwe . Ngaphezu kwalokho, izinqubo zokuphepha kanye namashejuli okushintsha anempilo kuqeda isisekelo.

Emafektri, amaphrojekthi ayinselele kanye nokuqeqeshwa kobuchwepheshe kukhuthaza ukuzazisa, kuyilapho imiklomelo yokusebenza kahle kanye nokusebenza ngokubambisana kukhulisa ukuzethemba kanye nomuzwa wokuba yingxenye. Ukuphepha kokusebenza akunakuxoxiswana ngakho.

Ekuthengiseni, imibono emisha yesitolo, ukubonakala kokusebenza, kanye nemicimbi yangaphakathi kukhuthaza amazinga aphezulu; izinzuzo eziphelele kanye ne-ergonomics kunikeza isisekelo sethimba ukuthi lisebenze futhi lihlale.

Iphiramidi esikhathini sedijithali: kusukela ku-inthanethi kuya kokungaxhunyiwe ku-inthanethi ngaphandle kokulahlekelwa yintambo

Namuhla, uhambo lwamakhasimende lushintshashintsha phakathi kweziteshi: ingxenye enkulu icwaninga ku-inthanethi bese igcina ithenga esitolo, kanti enye iqedela yonke inqubo yedijithali. Ukuqonda izinga labo lesidingo kusiza ekunqumeni ukuthi bagxile yini ekwenzeni ngcono izinjini zokusesha , okuqukethwe komphakathi, noma ukubambisana nabadali.

Izinhlelo zokusebenza zihambisana nephiramidi: izinhlelo zokusebenza zezempilo kanye nokuphila kahle zibhekana nezidingo zomzimba; izinhlelo zokusebenza zokugcina kanye nokumaka zibhekana nokuphepha; kanye namanethiwekhi abonakalayo athuthukisa ukuqashelwa kanye nokuzazisa. Iphuzu elibalulekile ukuthi umkhiqizo ngezinye izikhathi ungathinta amazinga amaningi ngesikhathi esisodwa , okuyinzuzo uma uphathwa kahle.

Indlela yokusebenzisa iphiramidi isinyathelo ngesinyathelo kusu lakho

Okokuqala, chaza umnikelo wakho ngekamu elinobuthi. Yisiphi isidingo osanelisa ngempela, futhi ngokulandelana kwaso? Umkhiqizo owodwa ungasebenza emazingeni amabili (isibonelo, ijazi elivikela emakhazeni futhi linikeze isimo noma isitayela ). Gwema ukuthumela imiyalezo ehlose izinga umkhiqizo wakho ongalisekeli.

Okwesibili, buyekeza lokho osuvele ukhuluma ngakho. Ingabe ikhophi yakho, izimpahla zokudala, kanye nezimangalo zakho ziyahambisana nesidingo esiyinhloko somthengi wakho? Uma kungenjalo, zilungise. Izisekelo ziyanqoba uma umsebenzisi efuna ukuxazulula inkinga ngokushesha.

Okwesithathu, gxila kumakhasimende: cwaninga ukuthi yini ayifunayo, ukuthi yiziphi izinkinga zawo, nokuthi yini emshukumisayo. Yakha ubuntu obuphelele bomthengi (izibalo zabantu, izintshisekelo, imikhuba, kanye nezithiyo) bese uqinisekisa imibono ngezimiso zezomnotho ezincane kanye nedatha yangempela.

Okwesine, kuthatha ukuhlaziywa okujulile ngokuhlukanisa okusekelwe ezidingweni. Kuhlanganisa izethameli ngokwe-physiology, ukuphepha, ukuzibandakanya, inhlonipho, kanye nokuzazisa, futhi kudala uhambo oluthile ngemiyalezo kanye nezipesheli ezenzelwe wena.

Okwesihlanu, phinda ngokungaphezi. Izinto eziza kuqala ziyashintsha ngomongo: izinkinga, izitayela, noma ubuchwepheshe obusha kungashukumisa imakethe yakho kusukela "entengo nokusebenza" iye "emananini kanye nokusimama" ezinyangeni ezimbalwa. Gcina ukuqapha okuqhubekayo.

Yenza okuqukethwe kube ngokwakho ngokwezinga

• I-Physiology: iqokomisa ukutholakala, isivinini, intengo nokusebenza (Ukwenyuka kwentengo kuyisithiyo esikhulu kwabaningi).
• Ukuphepha: kugcizelela ukuthembeka, iziqinisekiso, ubumfihlo kanye nokusekelwa.
• Ubulungu: bukhuthaza umphakathi, buhlanganyela ezingxoxweni kanye Nika amakhasimende akho izwi.
• Ukuqagela: bonisa impumelelo, izindaba zempumelelo, izinhlelo ze-premium noma izinzuzo.
• Ukuzazisa: xhumanisa isiphakamiso sakho nokukhula komuntu siqu kanye propósito.

Okuhlangenwe nakho komsebenzisi: uhlu lwezikhundla oluyiphiramidi futhi

Umkhiqizo kanye newebhusayithi kumele kube okusebenzayo (kufeze injongo yakho), okuthembekile (ngaphandle kwesikhathi sokungasebenzi), okusebenzisekayo (okulula ukukuqonda), futhi, ekugcineni, okujabulisayo. Insizakalo enhle yamakhasimende, ekwazi ukuphendula imibuzo ngokushesha nangokucacile , yandisa kakhulu ukwethenjwa.

Linganisa ukwaneliseka bese ufunda

Sebenzisa izinhlolovo ze-CSAT ukuhlola ukwaneliseka kwamaphuzu kanye ne-NPS ukukala ukwethembeka (ukuzimisela ukuncoma). Chaza imigomo ye-SMART, imibuzo ecacile, kanye nenqubo yokulandelela. Engeza ngokuhlaziywa kwedatha yabantu, ukuziphatha, kanye nokuthengiselana ukuze uthole amaphethini ngokwezinga lesidingo.

Mepha uhambo lwamakhasimende ngokwephiramidi

Phenya usebenzisa amasu okuhlola nokulinganisa, hlukanisa izidingo ngezinga, bese uxhumanisa iphuzu ngalinye lokuxhumana nesidingo esihambisanayo. Uzobona ukuthi inani elibonwayo lincike kanjani ekubhekaneni nesisusa esifanele ngaphambi kokuxoxa ngentengo.

Amaqembu okugxila, izingxoxo ezijulile, kanye nokuhlaziywa kokuziphatha kwewebhusayithi kusiza ekutholeni izizathu ezingenza abasebenzisi bangazisho ngokusobala. Ngalolu lwazi, beka phambili imiyalezo ngesigaba kanye nezinga.

Amaphutha avamile lapho usebenzisa i-Maslow (nokuthi ungawagwema kanjani)

Ukungazi kahle ikhasimende lakho: ukwenza izibikezelo ngaphandle kwedatha kuwukugembula. Cwaninga, qhathanisa, bese uhlukanisa ngokusekelwe ezidingweni zangempela. Lokhu kuzokusiza ugweme imiyalezo engazwakali.

Ukungafani komyalezo: Ukuthengisa ukukhethekile kulabo abafuna ukusebenza kuyindlela engabonakali. Qondanisa ithoni, izithembiso, nobufakazi nesisusa esiyinhloko sesigaba .

Ukwehluleka ukuthuthuka ngomthengi: izinto eziza kuqala ziyashintsha. Qapha izitayela kanye nempendulo ukuze ulungise umkhiqizo kanye nokuxhumana.

Ukwehluleka ukuzehlukanisa: uma wonke umuntu esho into efanayo, akekho ogqamayo. Thola futhi uveze inzuzo yakho yokuncintisana ngaphakathi kwezinga lakho lokuncintisana.

Ukunganaki okuhlangenwe nakho: akwanele ukuthembisa; kufanele ukwenze kubonakale. Nakekela yonke imininingwane, kusukela ekuvakasheni kokuqala kuya ensizeni yangemva kokuthengisa.

Amathuluzi awusizo kanye nokuhlela

Ukuze usebenzise ngempela, sebenzisa ama-CRM kanye nama-suites e-automation: bamba ama-lead anokuqukethwe okufanele, zenze ukuthengisa kanye nemihlangano ibe ngokuzenzakalelayo, unikeze isevisi ye-omnichannel ngamathikithi, wenze okuqukethwe kube ngokwakho ngezigaba, futhi uxhume ukumaketha, ukuthengisa, kanye nensizakalo yamakhasimende epulatifomu ehlanganisiwe . Umgomo uwukuthi wonke amaqembu abhekane nesidingo esifanayo samakhasimende ngendlela efanayo.

Amacala okusetshenziswa ngesiteshi

Uma uthengisa imikhiqizo eyisisekelo, sebenzisa usesho kanye nezimakethe ezigxile entengo nasekutholakaleni . Ukuze ube ngumuntu ofanele futhi uhlonipheke, tshala imali kumanethiwekhi omphakathi, emiphakathini, nakubadali abanomqondo ofanayo. Ukuze uthole ukuphepha, sebenzisa amakhasi okufikela e-SEM plus aneziqinisekiso, ukuqhathanisa, kanye nokusekelwa okubonakalayo. Ukuze uzenze utholakale, nikeza okuqukethwe okuwusizo (iziqondiso, amakilasi) kanye nezinhlelo zobulungu ezihloselwe intuthuko.

Izibonelo zangempela ngokwezinga (imikhiqizo nemiyalezo esebenzayo)

I-Physiology: iziteshi zokudla eziqinisa uhlobo lwazo ukuze ziqinisekise izisekelo; izinhlobo zamanzi ezihlotshaniswa nenhlalakahle yansuku zonke ; imikhankaso ehlekisa ngendlala ukuze ikhumbuleke.

Ukuphepha: abahlinzeki bomshuwalense abafingqa isithembiso sabo ezicelweni eziqondile; abakhiqizi bezimoto abahola ngobuchwepheshe bokuvikela ; izinsizakalo ezigcizelela ubumfihlo nokulawulwa kwedatha.

Ukuba yingxenye: iziphuzo ezidumile eziphikelela ekwabelaneni nasekuhlanganeni; izinhlobo zemidlalo ezakha imiphakathi yokuzithuthukisa futhi zihlele izinselele ezihlangene.

Ukuqashelwa: amawashi noma amadivayisi afanekisela impumelelo; amapulatifomu ochwepheshe agubha ubuhle futhi akusize ubonise imiphumela.

Ukuzazi: izinkampani zobuchwepheshe ezisekela ukusungula izinto ezintsha kanye nokusimama; imikhiqizo yangaphandle ekhuthaza ukusetshenziswa okunesibopho kanye nendlela yokuphila ehambisana nezindinganiso.

Ithempulethi yengqondo yokwakha iphiramidi yomkhiqizo wakho

Cwaninga imakethe yakho, ngokwezigaba ngamaphrofayili nezidingo, beka phambili izithameli zakho ezikhona ngaphambi kokwandisa, chaza imiyalezo yezinga ngalinye, bese uyisebenzisa ngezenzo eziqondile zesiteshi ngasinye. Bese, kala futhi uthuthukise. Lo mjikelezo ukuvumela ukuthi ulungise ukufaneleka kokunikezwa kwakho njengoba izisusa zezithameli zishintsha.

Iphuzu lokugcina okufanele ugxile kulo: isu elihle lenza umkhiqizo ubonakale uhlakaniphile; isu elihle lenza ikhasimende lizizwe lihlakaniphile. Uma uhlela izinhlelo zakho usebenzisa imodeli yephiramidi, uzobona ukuthi umsindo uyancipha kanjani, ukuxhumana kwangempela kuyanda, kanye namazinga okuguqulwa athuthuka ngaphandle kokumemeza kakhulu.