Amasu Okubeka Imigomo Ekwelulekeni
Enkambisweni yokwelulekwa, izinguquko ezifiselekayo azenzeki ngokuzenzakalelayo "ngokuthulula isifuba" noma ngokwabelana ngezindaba. Ukwelulekwa okuphumelelayo kudinga isiqondiso esicacile, isakhiwo, kanye nezilinganiso zempumelelo. Yilapho ukubeka imigomo kuba ngenye yezindlela ezibaluleke kakhulu. Ukubeka imigomo kusiza abeluleki namakhasimende ukuba bavumelane ngokugxila emsebenzini, bathuthukise izinyathelo ezingokoqobo, futhi baqaphe inqubekela phambili kusukela kuseshini kuya kwesinye. Lesi sihloko sixoxa ngomqondo, izinzuzo, izimiso, kanye nezinyathelo zokusebenzisa amasu okubeka imigomo ekwelulekweni.
Ukuqonda Ukubeka Imigomo Ekwelulekeni
Ukubeka imigomo kuyinqubo yokubambisana phakathi komeluleki kanye neklayenti ukuze bakhe imigomo yoshintsho olufunwayo ngokusebenzisa ukwelulekwa. Le migomo ingafaka izinguquko ekuziphatheni, emaphethini okucabanga, amakhono okubhekana nezimo, ubudlelwano obuthuthukisiwe, ukuphathwa ngokomzwelo, noma ukufeza imisebenzi yokuphila evumelana nezimo kakhudlwana.
Ekwelulekeni, ukubeka imigomo akukhona nje "ukubeka imigomo," njengasekuphathweni. Imigomo yokweluleka kumele ihambisane nesimo sengqondo seklayenti, izindinganiso zomuntu siqu, umongo wezenhlalo, kanye namakhono nezinsiza ezitholakalayo. Imigomo idinga futhi ukuguquguquka ngoba inqubo yokweluleka iyashintshashintsha: lapho iklayenti liqonda izinkinga zalo kakhulu, kulapho lizothuthuka khona noma lilungise.
Kungani Ukuzibekela Imigomo Kubalulekile?
Amasu okubeka imigomo anezindima eziningana eziyinhloko:
1. Nikeza isiqondiso nokugxila
Amaklayenti amaningi eza nezikhalazo ezibanzi neziyinkimbinkimbi. Ukubeka imigomo kusiza ukunciphisa izindawo ezibalulekile ukuze izikhathi zingabi namandla kakhulu.
2. Khulisa ugqozi nethemba
Imigomo ecacile isiza amaklayenti ukuthi abone ukuthi kungenzeka kube noshintsho. Njengoba imigomo ifinyelelwa kancane kancane, kuvela umuzwa wokuzikhandla.
3. Kusiza ekuhloleni inqubekela phambili
Ukwelulekwa akuyona inqubo "engacacile". Ngemigomo elinganisekayo, abeluleki namakhasimende bangaqapha ukuthi ukungenelela kuyasiza noma kudinga ukulungiswa.
4. Ukuqinisa ubumbano lokwelapha
Uma imigomo ihlanganyelwe, amaklayenti azizwa eyigugu futhi elawula inqubo yokwelulekwa. Lokhu kuqinisa ukubambisana.
5. Vimbela ukuncika
Ukwelulekwa kuhlose kahle ukuzimela kweklayenti. Ukubeka imigomo kusiza ekwakheni amakhono okuxazulula izinkinga, kunokuthembela nje esimisweni njengendlela yokuphunyuka.
Izimiso Eziyisisekelo Zokubeka Imigomo Ekwelulekeni
Ukuze ukuzibekela imigomo kuphumelele, abeluleki kudingeka balandele lezi zimiso ezilandelayo:
- Ukubambisana, hhayi ukufundisa
Imigomo ayinqunywa “ngumeluleki”, kodwa ihlelwa ndawonye. Umeluleki usiza, acacise, futhi asize ekuthuthukiseni amasu.
- Kusekelwe emandleni
Esikhundleni sokugxila enkingeni nje kuphela, umgomo kufanele futhi ube ukusebenzisa amandla, amanani, kanye nezinsiza iklayenti elinazo kakade.
- Ongokoqobo futhi kancane kancane
Imigomo emihle iyinselele kodwa ingafinyeleleka. Uma inkulu kakhulu, amakhasimende angakhungatheka kalula.
- Okuqondene nokuziphatha kanye nomongo
Imigomo evamile kakhulu efana “nokufuna ukujabula” kunzima ukuyifinyelela. Kungcono ukugxila ekuziphatheni okuqondile, ezimweni ezithile, kanye nezinkomba zentuthuko.
- Kuyazwela amasiko nezindinganiso
Izindinganiso "zempumelelo" zamakhasimende zingahluka. Abeluleki kudingeka baqinisekise ukuthi imigomo ihambisana nezinkolelo zamakhasimende kanye ngokoqobo oluphilayo.
Uhlaka lwe-SMART kanye Nokuzivumelanisa Kwalo Nokwelulekwa
Uhlaka olusetshenziswa njalo yi-SMART:
– S (Okuqondile): kucacile futhi akunankinga
– M (Engalinganiswa): ingalinganiswa noma ibonwe
– A (Okungenzeka): okungokoqobo nokungenzeka
– R (Okubalulekile): okuhlobene nezinkinga kanye namanani eklayenti
– T (Isikhathi esiboshiwe): inomkhawulo wesikhathi
Ekwelulekeni, i-SMART ingashintshwa ukuze ibe yelaphayo kakhudlwana: elithi "Measurable" alisho njalo izinombolo; kungaba ukuvama kokuziphatha, ubukhali bemizwa, noma amakhono okuxhumana nabantu abonakalayo. Izikhathi nazo zidinga ukuguquguquka: zibekwe ngokwesakhiwo, kodwa zingashintshwa njengoba intuthuko iqhubeka.
Izibonelo zokushintsha imigomo engasebenzi kahle ibe yi-SMART:
– Akusebenzi kahle: “Ngifuna ukuzethemba kakhudlwana.”
– OKUHLAKANIPHILE: “Emasontweni amabili azayo, ngizoveza umbono wami okungenani kanye emhlanganweni weqembu, noma ngabe umfushane, bese ngibhala phansi imizwa yami ngemva kwalokho ukuze ngixoxe ngawo esimisweni esilandelayo.”
Izinyathelo Zokubeka Imigomo Yobuchwepheshe Ekwelulekeni
1. Hlola izinkinga zamakhasimende kanye nokulindelwe kwawo
Esigabeni sokuqala, umeluleki uhlola isikhalazo esiyinhloko seklayenti, abangele izimo, umthelela empilweni yeklayenti, kanye nalokho iklayenti elinethemba lokukuthola ngokwelulekwa. Imibuzo ewusizo ifaka:
– “Yini ekwenze wanquma ukuza manje?”
– “Uma lokhu kwelulekwa kusiza, yiziphi izinguquko ongathanda ukuzibona?”
2. Thola izinto eziza kuqala
Amaklayenti avame ukuba nezinkinga eziningi ngesikhathi esisodwa. Abeluleki bayabasiza ukuba bakhethe into yokuqala abazogxila kuyo. Izinto eziza kuqala zinganqunywa ngokusekelwe ku:
– izinga lokuphuthuma (isib. ukuphepha, ingozi),
- umthelela omkhulu emisebenzini yokuphila,
- ukulungela kwamakhasimende ukushintsha,
– amathuba empumelelo yesikhashana.
3. Yakha imigomo yesikhathi eside neyesikhathi esifushane
Imigomo yesikhathi eside ichaza indlela ebanzi (isib. ukuthuthukisa ubudlelwano, imizwa ezinzile). Imigomo yesikhathi esifushane yizinyathelo eziqondile ezingasetshenziswa esikhathini esifushane. Lesi sakhiwo sibalulekile ngoba amakhasimende adinga "ukunqoba okuncane" ukuze abakhuthaze.
Isibonelo:
– Isikhathi eside: “Ukukwazi ukuphatha ukukhathazeka komphakathi ukuze ukwazi ukuxhumana ngaphandle kokukugwema.”
– Isikhathi esifushane: “Kuleli sonto bingelela osebenza nabo ababili bese uqhubeka nengxoxo okungenani imizuzu emibili.”
4. Thola izithiyo kanye nezinsizakusebenza
Abeluleki basiza amaklayenti ukuthi abone izithiyo ezingaba khona kanye nokusekelwa. Izithiyo zingabandakanya ukucabanga (“Ngizolahlwa”), imizwa, imikhuba, indawo ezungezile, noma ukuntuleka kwamakhono. Izinsiza zingafaka ukwesekwa okuvela emndenini, kubangani, emphakathini, amakhono akhona, noma okuhlangenwe nakho okuphumelelayo kwangaphambilini.
5. Lungisa uhlelo lokusebenza
Uhlelo lokusebenza luhumusha imigomo ibe yizinyathelo zokusebenza: okufanele ukwenze, nini, kuphi, nobani, nokuthi ungabhekana kanjani nezinselele. Abeluleki bangafaka izivivinyo ezifana nokubhala imibiko, ukuqeqeshwa kokuxhumana okuqinile, amasu okuphumula, noma ukuvezwa kancane kancane, kuye ngendlela yokweluleka esetshenzisiwe.
6. Ukuqapha nokuhlola ngezikhathi ezithile
Esifundweni ngasinye, umeluleki umema iklayenti ukuthi libukeze inqubekela phambili: ukuthi yini esebenze kahle, ukuthi yini engasebenzi, nokuthi kungani. Inhloso yokuhlola akukhona ukusola, kodwa ukufunda enkambisweni. Uma umgomo unzima kakhulu, ungahlukaniswa ube yizicucu ezincane. Uma kulula kakhulu, ungandiswa.
7. Buyekeza izinhloso kanye nokuhlanganiswa kwazo
Njengoba amaklayenti ethuthuka, imigomo ivame ukudinga ukubuyekezwa. Ngaphezu kwalokho, abeluleki basiza amaklayenti ukuthi ajwayele amakhono kwezinye izimo ukuze izinguquko zihlale isikhathi eside, hhayi nje "egumbini lokwelulekwa."
Isibonelo Sokusetshenziswa Kokubeka Imigomo (Umfanekiso Wesibonelo)
Isibonelo, iklayenti lifika likhononda "ngokucindezeleka emsebenzini" futhi lizizwa lingakwazi ukubhekana nomphathi walo. Ngemva kophenyo olwengeziwe, kutholakale ukuthi ukucindezeleka kuvela enkingeni yeklayenti yokuthi "cha" futhi livame ukuthatha umthwalo womsebenzi omningi. Umgomo wokuqala ovame kakhulu "ukungabi nokucindezeleka."
Umeluleki ube esesiza ekubekeni imigomo eqondile:
– Umgomo wesikhathi esifushane: “Ngesonto elilodwa, iklayenti lizobona izimo ezintathu lapho lizofuna ukwenqaba isabelo bese libhala isigwebo sokwenqaba ngenhlonipho.”
– Umgomo wokuziphatha: “Emasontweni amabili, iklayenti lizozama ukwenqaba umsebenzi owodwa owengeziwe ngesigwebo sokuziphendulela esiphindaphindwayo.”
– Ukuhlola: “Iklayenti lilinganisa izinga lokukhathazeka ngaphambi nangemva kokwenqatshwa (isb., esikalini esingu-0–10) bese lixoxa ngalokhu esimisweni.”
Lo mgomo wenza ushintsho lugxile kakhulu futhi lusize iklayenti ukuthi lithole ubufakazi bokuthi liyakwazi ukwenza okuthile.
Izinselele Ekubekeni Imigomo Nokuthi Ungazinqoba Kanjani
Ezinye izithiyo ezivamile zifaka:
– Iklayenti alikakulungeli noma lididekile ngokunquma imigomo
Abeluleki bangasebenzisa imibuzo esekelwe ezixazululweni njengokuthi “Uma kwenzeka isimangaliso kusasa, yisiphi isibonakaliso sokuqala sokuthi inkinga izothuthuka?” ukuze baveze umuzwa wenhloso.
– Imigomo mikhulu kakhulu futhi ibeka ingcindezi kumthengi
Hlukanisa kube yizinyathelo ezincane, gxila enkambisweni, bese ugubha intuthuko encane.
– Imigomo ithonywa yingcindezi evela kwabanye
Abeluleki kudingeka bahlole isisusa: ukuthi imigomo ingeyeklayenti ngempela noma imane nje iwukuhlangabezana nezidingo zomndeni/zomlingani.
- Intuthuko ayiqondile
Yenza kube ngokwejwayelekile ukuthi kukhona ukubuyela emuva. Sebenzisa ukuhlola ukuze uqonde izimbangela futhi uthuthukise amasu.
I-Penutup
Amasu okubeka imigomo ekwelulekeni ayisisekelo senqubo yoshintsho oluqondisiwe. Ngemigomo ecacile, engokoqobo, nethuthukiswe ngokubambisana, abeluleki namakhasimende bangakha umhlahlandlela: kusukela ezinkingeni ezingacacile kuya ezinyathelweni eziqondile nezisebenzayo. Ukubeka imigomo akukhona nje "ukufeza imigomo," kodwa futhi kumayelana nokusiza amakhasimende ukuba aziqonde, athole imithombo yamandla, futhi athuthukise imikhuba emisha nenempilo. Uma imigomo ibekwa ngendlela efanele futhi ihlolwa njalo, ukweluleka kuba ngcono, kulinganiswe, futhi kube nenjongo ekuphileni kwamakhasimende.
Uma ufisa, ngingavumelanisa lesi sihloko nesimo esithile (isikole, umsebenzi, umndeni, noma ukwelulekwa kwezokwelapha), ngifake uhlu lwezincwadi, noma ngenze inguqulo enesakhiwo sezemfundo (isingeniso-izindlela-ingxoxo-isiphetho).
