ãã®å æ¬çãªã¬ã€ãã§é¢æ¥ã®æè¡ããã¹ã¿ãŒããŸããããèªä¿¡ãã€ããã¹ãã«ã磚ããäžçäžã®å€æ§ãªæåãæ¥çã®é¢æ¥å®ã«å¥œå°è±¡ãäžããŸãããã
颿¥ã®èªä¿¡ãšã¹ãã«ãé«ããããã®ã°ããŒãã«ã¬ã€ã
颿¥ã«ãã©ãçãããšã¯ããã£ãªã¢ã®éã®ãã«ãããŠéèŠãªäžæ©ã§ããããããå€ãã®æèœãã人ã ããã¹ãã«ã®æ¬ åŠã§ã¯ãªããèªä¿¡ã®æ¬ åŠãšäžååãªæºåã®ããã«å€±æããŸãããã®ã¬ã€ãã§ã¯ã颿¥ãžã®èªä¿¡ãã€ããäžçäžã®ã©ããªé¢æ¥ã§ãåªããææãåºãããã«å¿ èŠãªã¹ãã«ãç¿åŸããããã®ãå®è·µçãªæŠç¥ãšãã¯ããã¯ãæäŸããŸããæ°åè ããã£ãªã¢ãã§ã³ãžãç®æãçµéšè±å¯ãªãããã§ãã·ã§ãã«ããããã¯ã°ããŒãã«ãªå°±è·åžå Žãèªæµ·ããŠããæ¹ã§ãã£ãŠãããã®ãªãœãŒã¹ã¯ããªããæåã«å°ããŸãã
èªä¿¡ã®éèŠæ§ãçè§£ãã
èªä¿¡ã¯åãªãå é¢çãªææ ã§ã¯ãããŸãããããã¯ãèªå·±è¡šçŸãã³ãã¥ãã±ãŒã·ã§ã³ããããŠãã¬ãã·ã£ãŒãžã®å¯ŸåŠæ¹æ³ã«åœ±é¿ãäžãã匷åãªããŒã«ã§ããèªä¿¡ã®ããåè£è ã¯ãããæèœã§ãèœåããããä¿¡é Œã§ãããšèªèãããŸãã颿¥ã®å Žã«ãããŠãèªä¿¡ã¯èªåã®åŒ·ã¿ãæç¢ºã«è¿°ã¹ãé£ãã質åã«å¹æçã«å¯ŸåŠããæ°žç¶çãªå¥œå°è±¡ãæ®ãããšãå¯èœã«ããŸãã
ãªãèªä¿¡ãéèŠãªã®ã§ããããïŒ
- 奜å°è±¡ïŒèªä¿¡ã¯ãå匷ã第äžå°è±¡ãäžãã颿¥å šäœãéããŠããžãã£ããªååšæãç¶æããã®ã«åœ¹ç«ã¡ãŸãã
- æç¢ºãªã³ãã¥ãã±ãŒã·ã§ã³ïŒèªä¿¡ãããã°ãèªåã®èããã¢ã€ãã¢ãããæç¢ºãã€èª¬åŸåãæã£ãŠè¿°ã¹ãããšãã§ããŸãã
- ã¹ãã¬ã¹ç®¡çïŒèªä¿¡ã¯ãäžå®ã管çãããã¬ãã·ã£ãŒã®äžã§è¯ãããã©ãŒãã³ã¹ãçºæ®ããããšãå¯èœã«ããŸãã
- 亀æžåïŒèªä¿¡ã®ããåè£è ã¯ã絊äžãçŠå©åçã亀æžããäžã§ããæå©ãªç«å Žã«ãããŸãã
颿¥ãžã®èªä¿¡ãã€ããæ¹æ³
èªä¿¡ã¯ãæéããããŠäŒžã°ãã磚ãããšãã§ããã¹ãã«ã§ããããã§ã¯ã颿¥ãžã®èªä¿¡ãé«ããããã®å®èšŒæžã¿ã®ãã¯ããã¯ãããã€ã玹ä»ããŸãã
1. 培åºçãªæºåãæéèŠ
ç¥èã¯åã§ãããäŒæ¥ã圹è·ããããŠèªåèªèº«ã«ã€ããŠç¥ãã°ç¥ãã»ã©ãèªä¿¡ãæãŠãããã«ãªããŸããæºåã¯äžå®ãæžãããèªåã®ã¹ãã«ãšçµéšãã¢ããŒã«ããããšã«éäžã§ããããã«ããŸãã
- äŒæ¥ã調æ»ããïŒäŒæ¥ã®ããã·ã§ã³ã䟡å€èгã補å/ãµãŒãã¹ãæè¿ã®ãã¥ãŒã¹ãç«¶åä»ç€Ÿãçè§£ããŸãããŠã§ããµã€ãã蚪ããæ¥çèšäºãèªã¿ããœãŒã·ã£ã«ã¡ãã£ã¢ã¢ã«ãŠã³ãããã©ããŒããŸãããã äŸãã°ãã·ãªã³ã³ãã¬ãŒã®ããã¯äŒæ¥ã«å¿åããå Žåããã®ææ°ã®æè¡é©æ°ãåžå Žã§ã®å°äœãçè§£ããŸãããã ãžã¥ããŒãã®éå¶å©å£äœã«å¿åããå Žåããã®ããã·ã§ã³ã®ã€ã³ãã¯ããã°ããŒãã«ãªåãçµã¿ã«ã€ããŠèª¿æ»ããŸãããã
- è·åèšè¿°æžãåæããïŒè·åèšè¿°æžã«æŠèª¬ãããŠããäž»èŠãªã¹ãã«ãè³æ Œã責任ãç¹å®ããŸãããããã®èŠä»¶ã«åèŽããèªåã®å®çžŸãšçµéšã®ãªã¹ããäœæããŸãã
- ãããã颿¥ã®è³ªåã«åããïŒãããã颿¥ã®è³ªåãäºæž¬ããææ ®æ·±ããããæ§æãããåçãæºåããŸããSTARã¡ãœããïŒSituation, Task, Action, ResultïŒç¶æ³ã課é¡ãè¡åãçµæïŒã䜿ã£ãŠãèªåã®å®çžŸã®å ·äœçãªäŸãæããç·Žç¿ãããŸããäŸãšããŠã¯ãã倱æããçµéšã«ã€ããŠæããŠãã ãããããæå€§ã®ææã説æããŠãã ããããããªããã®åœ¹è·ã«èå³ãããã®ã§ããïŒããªã©ããããŸãã
- ç·Žç¿ãç·Žç¿ããŸãç·Žç¿ïŒå人ãå®¶æããŸãã¯ãã£ãªã¢ã«ãŠã³ã»ã©ãŒãšæš¡æ¬é¢æ¥ãè¡ããŸãã質åã«çããèªåãé²ç»ããæ åãèŠçŽããŠæ¹åç¹ãèŠã€ããŸãã声ã«åºããŠåçãç·Žç¿ããããšã§ãå®éã®é¢æ¥ã§ãããªã©ãã¯ã¹ããèªä¿¡ãæã£ãŠèšããããã«ãªããŸãã
2. èªåã®åŒ·ã¿ãšå®çžŸãç¥ã
æéããããŠèªåã®ã¹ãã«ãå®çžŸãçµéšãæ¯ãè¿ããŸããããèªåã®ç¬èªã®äŸ¡å€ææ¡ãšãã©ã®ããã«äŒç€Ÿã®æåã«è²¢ç®ã§ããããç¹å®ããŸããèªåã®äž»èŠãªåŒ·ã¿ã®ãªã¹ããäœæããããããã®äž»åŒµãè£ä»ããå ·äœçãªäŸãæããŸããäŸãã°ããç§ã¯åªãããªãŒããŒã§ãããšèšã代ããã«ããç§ã¯5人ã®ãšã³ãžãã¢ã®ããŒã ãçããŠãéèŠãªãããžã§ã¯ããæééãã«äºç®å ã§æåè£ã«å®äºãããå¹çã15%åäžãããŸããããšèšããŸãã
- å®çžŸãæ°å€åããïŒå¯èœãªéããæ°åãããŒã¿ã䜿ã£ãŠå®çžŸãæ°å€åããŸããããã«ãããããªãã®ã€ã³ãã¯ãã®å ·äœçãªèšŒæ ãæäŸãããå®çžŸããã説åŸåã®ãããã®ã«ãªããŸããäŸãã°ãã6ã¶æã§å£²äžã20%å¢å ãããããã顧客ãµãŒãã¹ã®æ¹åæŠç¥ã«ããã顧客é¢åçã10%åæžããããªã©ã§ãã
- é¢é£ã¹ãã«ã匷調ããïŒè·åèŠä»¶ã«çŽæ¥é¢é£ããã¹ãã«ã«çŠç¹ãåœãŠãŸããèªåã®ã¹ãã«ãšçµéšãäŒç€Ÿã®ããŒãºã«ã©ã®ããã«åèŽãããã瀺ãããã«ãåçã調æŽããŸãã
- 匱ç¹ã«æŠç¥çã«å¯ŸåŠããïŒèªåã®åŒ±ç¹ã«ã€ããŠæ£çŽãã€å»ºèšçã«å¯ŸåŠããæºåãããŸãã匱ç¹ãæé·ãšçºå±ã®æ©äŒãšæããæ¹åããããã«åã£ãŠããã¹ãããã匷調ããŸããäŸãã°ãã人åã§è©±ãããšã¯å¿ ãããåŸæã§ã¯ãããŸãããããã¬ãŒã³ããŒã·ã§ã³ã¹ãã«ãåäžãããããã«ããããªãã¯ã¹ããŒãã³ã°ã®ã³ãŒã¹ãåè¬ããŠããŸããã
3. æåãèŠèŠåãã
èŠèŠåã¯ãèªä¿¡ãã€ããäžå®ãæžããããã®åŒ·åãªãã¯ããã¯ã§ãã颿¥ã®åã«ãæ°åéãèªåãæåããå§¿ãèŠèŠåããŸããããèœã¡çããŠèªä¿¡ãæã£ãŠé¢æ¥å®€ã«å ¥ããæç¢ºãã€å¹æçã«è³ªåã«çãã颿¥å®ã«å¥œå°è±¡ãæ®ããŠããèªåãæ³åããŠãã ããã
- å¿è±¡é¢šæ¯ãäœãïŒé¢æ¥ã§åªããããã©ãŒãã³ã¹ãçºæ®ããŠããèªåãèŠèŠåããŸããèªä¿¡ãæã£ãŠè³ªåã«çãã颿¥å®ãšããžãã£ããªäŒè©±ã亀ãããæºè¶³ã®ããããã©ãŒãã³ã¹ã§é¢æ¥ãçµããèªåãèŠãŠãã ããã
- ããžãã£ããªçµæã«çŠç¹ãåœãŠãïŒä»äºãåŸãããŸãã¯é¢æ¥å®ãšåŒ·ãç¹ãããç¯ããªã©ãéæãããããžãã£ããªçµæã«çŠç¹ãåœãŠãŸãã
- 宿çã«å®è·µããïŒé¢æ¥ã«è³ããŸã§ã宿çã«èŠèŠåãå®è·µããŸããç·Žç¿ããã°ããã»ã©ããã®å¹æã¯é«ãŸããŸãã
4. ããžãã£ããªã»ã«ãããŒã¯ãå®è·µãã
ããªãã®å ãªã察話ã¯ãèªä¿¡ã®ã¬ãã«ã«å€§ããªåœ±é¿ãäžããŸãããã¬ãã£ããªèããèªå·±äžä¿¡ããããžãã£ããªè¯å®ã«çœ®ãæããŸããããèªåã®åŒ·ã¿ãå®çžŸãå¯èœæ§ãèªåã«èšãèãããŸããäŸãã°ãããã®é¢æ¥ã§å€±æããã ããããšèãã代ããã«ããç§ã¯ååã«æºåãã§ããŠããŠãæèœã§ãããæåãå°œããããšèããŸãã
- ãã¬ãã£ããªèããç¹å®ããïŒé¢æ¥ã®ååŸã«çãããã¬ãã£ããªèãã«æ³šæãæããŸãã
- ãã¬ãã£ããªèãã«ææŠããïŒãã¬ãã£ããªèãã®åŠ¥åœæ§ã«ææŠããŸãããããã¯äºå®ã«åºã¥ããŠããŸããããããšãæ¶æž¬ã§ããïŒåœ¹ç«ã¡ãŸããããããšãæå®³ã§ããïŒ
- ãã¬ãã£ããªèãã眮ãæããïŒãã¬ãã£ããªèããããžãã£ããªè¯å®ã«çœ®ãæããŸããäŸãã°ããç§ã«ã¯ååãªèœåããªããããç§ã«ã¯ãã®äŒç€Ÿã«å©çããããã䟡å€ããã¹ãã«ãšçµéšããããã«çœ®ãæããŸãã
5. ããã£ã©ã³ã²ãŒãžã«éäžãã
ããªãã®ããã£ã©ã³ã²ãŒãžã¯ãèšè以äžã«å€ããèªããŸããè¯ãå§¿å¢ãä¿ã¡ãã¢ã€ã³ã³ã¿ã¯ããåãã埮ç¬ã¿ãèªä¿¡ã«æºã¡ããžã§ã¹ãã£ãŒã䜿ããŸããããããããããããç«èã«ãªã£ãããè ãçµãã ãããããšã¯ãç¥çµè³ªããèªä¿¡ã®ãªããäŒããå¯èœæ§ããããããé¿ããŸããããçŽæ¥çãªã¢ã€ã³ã³ã¿ã¯ããåºãæ¡æãæ®éçã«åãå ¥ãããããšã¯éããªããããæåçãªèŠç¯ã調æ»ããŸãããã
- è¯ãå§¿å¢ãä¿ã€ïŒèçã䌞ã°ããè©ãåŸãã«åŒããé ãé«ãä¿ã¡ãŸãã
- ã¢ã€ã³ã³ã¿ã¯ããåãïŒé¢æ¥å®ãšã¢ã€ã³ã³ã¿ã¯ããä¿ã¡ãé¢å¿ãšèªä¿¡ã瀺ããŸãã
- 埮ç¬ãïŒåŸ®ç¬ã¿ã¯æž©ãããšèŠªãã¿ããããäŒããŸãã
- èªä¿¡ã«æºã¡ããžã§ã¹ãã£ãŒã䜿ãïŒãã³ããžã§ã¹ãã£ãŒã䜿ã£ãŠèŠç¹ã匷調ããç±æã瀺ããŸãã
- ããããããªãããã«æ³šæããïŒããããããããšã¯æ³šææ£æŒ«ã«ãªããç¥çµè³ªããäŒããå¯èœæ§ããããããé¿ããŸãã
6. æåã«ãµããããæè£ ïŒã°ããŒãã«ã«é©åãªïŒ
ããªãã®æè£ ã¯ãèªä¿¡ãšä»è ããã®èªèã«å€§ãã圱é¿ããŸããäŒæ¥æåãšç¹å®ã®åœ¹è·ã«ãµããããããããã§ãã·ã§ãã«ãªæè£ ãããŸããããäŒæ¥ã®ãã¬ã¹ã³ãŒãã調æ»ããå¿«é©ã§èªä¿¡ãæãŠãæè£ ãéžã³ãŸããåœã«ãã£ãŠã¯ã¹ãŒããå¿ é ã§ãããããžãã¹ã«ãžã¥ã¢ã«ã蚱容ãããå ŽåããããŸããæè£ ã身ã ããªã¿ã«é¢ããæåçãªé æ ®ãèæ ®ããŸãããã
- äŒæ¥ã®ãã¬ã¹ã³ãŒãã調æ»ããïŒäŒæ¥ã®æåã«é©ããæè£ ã倿ããŸãã
- ãããã§ãã·ã§ãã«ãªæè£ ãéžã¶ïŒæž æœã§ããµã€ãºãåãããããã§ãã·ã§ãã«ãªæè£ ãéžã³ãŸãã
- å¿«é©ããåªå ããïŒå¿«é©ã§èªä¿¡ãæãŠãæè£ ãéžã³ãŸãã
- 现éšã«æ³šæãæãïŒéŽã磚ãããŠããããšã髪åããã¡ããšæŽããããŠããããšãã¢ã¯ã»ãµãªãŒãé©åã§ããããšã確èªããŸãã
7. ã¢ã¯ãã£ããªã¹ãã³ã°ïŒåŸèŽïŒãå®è·µãã
ã¢ã¯ãã£ããªã¹ãã³ã°ã¯ã广çãªã³ãã¥ãã±ãŒã·ã§ã³ãšä¿¡é Œé¢ä¿ãç¯ãããã®éèŠãªã¹ãã«ã§ãã颿¥å®ãèšã£ãŠããããšã«æ³šææ·±ãè³ãåŸããæç¢ºã«ããããã®è³ªåãããææ ®æ·±ãåçãæäŸããŸããç©æ¥µçã«èããŠããããšã瀺ãããšã§ãããªããç±å¿ã§ãèå³ããããæ¬æãæã£ãŠããããšã瀺ããŸãã
- 泚æãæãïŒé¢æ¥å®ã®èšèãšããã£ã©ã³ã²ãŒãžã«éäžããŸãã
- æç¢ºã«ããããã®è³ªåãããïŒé¢æ¥å®ã®èŠç¹ãçè§£ããŠããã確èªããããã«è³ªåãããŸãã
- ææ ®æ·±ãåçãæäŸããïŒé¢æ¥å®ã®è³ªåã«ãææ ®æ·±ããæç¢ºã«è¡šçŸãããåçã§å¿ããŸãã
- å ±æã瀺ãïŒé¢æ¥å®ã®èŠç¹ãçè§£ããŠããããšã瀺ããŸãã
8. äžå®ã管çãã
颿¥ã®åã«äžå®ãæããã®ã¯æ®éã®ããšã§ããããããé床ã®äžå®ã¯ããã©ãŒãã³ã¹ã劚ããå¯èœæ§ããããŸããæ·±åŒåžãçæ³ããšã¬ãªã©ã®ãªã©ã¯ãŒãŒã·ã§ã³ãã¯ããã¯ãå®è·µããŠãç¥çµãèœã¡çãããå¿ãéäžãããŸããããæ¥ãã®ãé¿ããããã颿¥å Žæã«æ©ãã«å°çãããªã©ãã¯ã¹ããŠæºåããæéã確ä¿ããŸãããªã³ã©ã€ã³é¢æ¥ã®å Žåã¯ã¿ã€ã ãŸãŒã³ãçè§£ããããã«å¿ããŠæºåããŸãããã
- æ·±åŒåžïŒæ·±åŒåžã®ãšã¯ãµãµã€ãºãå®è·µããŠç¥çµãèœã¡çãããŸãã
- çæ³ïŒã¹ãã¬ã¹ã軜æžããéäžåãé«ããããã«çæ³ããŸãã
- ãšã¬ïŒãšã¬ãå®è·µããŠäœãšå¿ããªã©ãã¯ã¹ãããŸãã
- æ©ãã«å°çããïŒæ¥ãã®ãé¿ããããã颿¥å Žæã«æ©ãã«å°çããŸãã
äž»èŠãªé¢æ¥ã¹ãã«ãç¿åŸãã
èªä¿¡ã®ä»ã«ã颿¥ã§æåããããã«ã¯ç¹å®ã®ã¹ãã«ãäžå¯æ¬ ã§ãããããã®ã¹ãã«ã«ã¯ãã³ãã¥ãã±ãŒã·ã§ã³ãåé¡è§£æ±ºãããŒã ã¯ãŒã¯ãé©å¿æ§ãå«ãŸããŸããåçãæ åºŠãéããŠãããã®ã¹ãã«ã瀺ãããšã§ãä»äºãåŸãå¯èœæ§ãå€§å¹ ã«é«ãŸããŸãã
1. è¡å質åã«å¯ŸããSTARã¡ãœãã
è¡å質åã¯ãéå»ã«ç¹å®ã®ç¶æ³ã«ã©ã®ããã«å¯ŸåŠããããè©äŸ¡ããããã«èšèšãããŠããŸããSTARã¡ãœããã¯ããããã®è³ªåã«å¹æçã«çããããã®æ§é åãããã¢ãããŒããæäŸããŸãã
- Situation (ç¶æ³): æéãå Žæãé¢é£ãã詳现ãå«ãç¶æ³ã®æèã説æããŸãã
- Task (課é¡): çŽé¢ãã課é¡ãææŠã説æããŸãã
- Action (è¡å): ç¶æ³ã«å¯ŸåŠããããã«åã£ãå ·äœçãªè¡åã説æããŸãã
- Result (çµæ): ããªãã®è¡åã®çµæãšãããããã圱é¿ã説æããŸãã
äŸïŒ
質åïŒå°é£ãªã¯ã©ã€ã¢ã³ãã«å¯Ÿå¿ããçµéšã«ã€ããŠæããŠãã ããã
STARã¡ãœããã«ããåçïŒ
Situation (ç¶æ³): ãç§ã¯éä¿¡äŒç€Ÿã§ã«ã¹ã¿ããŒãµãŒãã¹æ åœãšããŠåããŠããŸãããã¯ã©ã€ã¢ã³ãã®äžç€Ÿã§ãã倧æå€åœç±äŒæ¥ããé »ç¹ãªãµãŒãã¹äžæãçµéšããŠãããããã圌ãã®äºæ¥éå¶ã«åœ±é¿ãäžããŠããŸãããã
Task (課é¡): ãç§ã®èª²é¡ã¯ãããžãã£ããªé¢ä¿ãç¶æããªãããã¯ã©ã€ã¢ã³ãã®ãµãŒãã¹åé¡ãè¿ éãã€å¹ççã«è§£æ±ºããããšã§ãããã
Action (è¡å): ãç§ã¯ããã«ã¯ã©ã€ã¢ã³ãã«é£çµ¡ãåãã圌ããçŽé¢ããŠããå ·äœçãªåé¡ãçè§£ããŸããããã®åŸãæè¡ããŒã ãšååããŠåé¡ã蚺æãã解決çã宿œããŸãããããã»ã¹å šäœãéããŠã¯ã©ã€ã¢ã³ãã«é²æç¶æ³ãç¥ããã宿çã«ææ°æ å ±ãæäŸããŸãããã
Result (çµæ): ãç§ã®åªåã®çµæã24æé以å ã«ã¯ã©ã€ã¢ã³ãã®ãµãŒãã¹åé¡ã解決ããããšãã§ããŸãããã¯ã©ã€ã¢ã³ãã¯ç§ãã¡ã®å¯Ÿå¿ã«éåžžã«æºè¶³ããç§ã®ç®èº«ãšãããã§ãã·ã§ããªãºã ã«æè¬ã®æã衚ããŸãããããã«ãããç§ãã¡ã¯è²Žéãªã¯ã©ã€ã¢ã³ããç¶æãã圌ããšã®é¢ä¿ã匷åããããšãã§ããŸãããã
2. ãããã颿¥ã®è³ªåã«çãã
èããããã¹ãŠã®è³ªåãäºæž¬ããããšã¯äžå¯èœã§ãããæ§ã ãªæ¥çãæåã®é¢æ¥ã§äžè¬çã«äœ¿çšãããç¹å®ã®è³ªåããããŸãããããã®è³ªåã«äºåã«åããããšã§ãããèªä¿¡ãæã£ãŠå¹æçã«åçãè¿°ã¹ãããšãã§ããŸãã
- èªå·±ç޹ä»ãããŠãã ããïŒããã¯ãããªãã®çµæŽãã¹ãã«ãçµéšã®ç°¡åãªæŠèŠãæäŸããæ©äŒã§ããè·åèŠä»¶ã«é¢é£ããæ å ±ã«çŠç¹ãåœãŠãããªãã®ç¬èªã®äŸ¡å€ææ¡ã匷調ããŸãã
- ãªããã®åœ¹è·ã«èå³ãããã®ã§ããïŒïŒãªããã®ç¹å®ã®åœ¹è·ã«èå³ãããã®ãããããŠãã®æ©äŒã®äœã«è奮ããŠããã®ãã説æããŸããè·åèŠä»¶ã«åèŽããããªãã®ã¹ãã«ãšçµéšã匷調ãããã®ä»äºãžã®æ ç±ã瀺ããŸãã
- ãªããã®äŒç€Ÿã«èå³ãããã®ã§ããïŒïŒäŒç€Ÿã調æ»ãããã®ããã·ã§ã³ã䟡å€èгãæåãçè§£ããŠããããšã瀺ããŸãããªããã®äŒç€Ÿã«æ¹ãããã®ãããããŠã©ã®ããã«ãã®æåã«è²¢ç®ã§ãããšä¿¡ããŠããã®ãã説æããŸãã
- ããªãã®åŒ·ã¿ã¯äœã§ããïŒïŒäž»èŠãªåŒ·ã¿ãç¹å®ããããããã®äž»åŒµãè£ä»ããå ·äœçãªäŸãæããŸããè·åèŠä»¶ã«é¢é£ãã匷ã¿ã«çŠç¹ãåœãŠããã®åœ¹è·ã§åªããèœåãçºæ®ã§ããããšã瀺ããŸãã
- ããªãã®åŒ±ã¿ã¯äœã§ããïŒïŒåŒ±ç¹ã«å¯ŸåŠããéã¯ãæ£çŽãã€å»ºèšçã§ããããšã匱ç¹ãæé·ãšçºå±ã®æ©äŒãšæããæ¹åããããã«åã£ãŠããã¹ãããã匷調ããŸãã
- 5幎åŸã®èªåãã©ãèŠãŠããŸããïŒïŒããªãã®ãã£ãªã¢ç®æšãšããã®åœ¹è·ãé·æçãªé¡æãšã©ã®ããã«åèŽãããã説æããŸããæé·ãšçºå±ãžã®éå¿ãšã³ãããã¡ã³ãã瀺ããŸãã
- åžæçµŠäžé¡ã¯ãããã§ããïŒïŒåæ§ã®åœ¹è·ãšå°åã«ãããæ¥çæšæºã調æ»ããŸããããªãã®çµéšãã¹ãã«ããããŠäŒç€Ÿã«ãããã䟡å€ãåæ ãã絊äžç¯å²ãæç€ºããŸãã亀æžããæºåãããŠãããŸããããç°ãªãåœã§çµŠäžã«ã€ããŠè©±ãéã¯ãçæŽ»è²»ã®éããèæ ®ããŠãã ããã
3. èãããããã質åããã
颿¥ã®æåŸã«èãããããã質åãããããšã¯ãããªãã®é¢äžãèå³ããããŠæ¹å€çæèã¹ãã«ã瀺ããŸããäºåã«è³ªåã®ãªã¹ããæºåããŸãããäŒè©±ã«åºã¥ããŠãã©ããŒã¢ããã®è³ªåãããæºåãããŠãããŸããããäŒç€Ÿãè·åèšè¿°æžã調æ»ããã°ç°¡åã«çãããã質åã¯é¿ããŸãã質åããã®å°åã«ãšã£ãŠæåçã«é©åã§ããããšã確èªããŠãã ããã
- 圹è·ã«é¢ãã質åïŒããã®åœ¹è·ãçŽé¢ããæå€§ã®èª²é¡ãšæ©äŒã¯äœã§ããïŒãããã®ããžã·ã§ã³ã®äž»èŠæ¥çžŸè©äŸ¡ææšïŒKPIïŒã¯äœã§ããïŒã
- äŒç€Ÿã«é¢ãã質åïŒãäŒç€Ÿã®é·æçãªç®æšãšæŠç¥ã¯äœã§ããïŒããäŒç€Ÿã®äŸ¡å€èгã¯äœã§ããããã¯è·å Žæåã«ã©ã®ããã«åæ ãããŠããŸããïŒã
- ããŒã ã«é¢ãã質åïŒãæ¥åžžçã«èª°ãšäžç·ã«åãããšã«ãªããŸããïŒããããŒã å ã§ã®å°éèœåéçºãšæé·ã®æ©äŒã¯ãããŸããïŒã
4. é£ãã質åã«å¯ŸåŠãã
äžéšã®é¢æ¥ã®è³ªåã¯ãããªãã®æ¹å€çæèã¹ãã«ãåé¡è§£æ±ºèœåããããŠãã¬ãã·ã£ãŒã«å¯ŸåŠããèœåã詊ãããã«èšèšãããŠããŸãããããã®è³ªåã¯ãäºæãã¬ãã®ãææŠçãªãã®ããããã¯äžå¿«ãªãã®ãããããããããŸããããããã®è³ªåã«çããéã«ã¯ãå·éã§ãèœã¡çããŠããããã§ãã·ã§ãã«ã§ããç¶ããããšãéèŠã§ãã
- ã倱æããçµéšã«ã€ããŠæããŠãã ãããïŒæ£çŽã«ãèªåã®è¡åã«è²¬ä»»ãæã¡ãŸãããããã®çµéšããäœãåŠãã ãããããŠãã®æèšãã©ã®ããã«ããã©ãŒãã³ã¹åäžã«æŽ»ããããã説æããŸãã
- ããªãè§£é/ã¬ã€ãªããããã®ã§ããïŒãïŒæ£çŽã«ãä»äººã責ããããšã¯é¿ããŸããããè§£éã«è³ã£ãç¶æ³ã説æãããã®çµéšããäœãåŠãã ãã«çŠç¹ãåœãŠãŸãã
- ãåžæçµŠäžé¡ã¯ãããã§ããïŒãïŒæ¥çæšæºã調æ»ãã亀æžããæºåãããŸããåžæçµŠäžé¡ãããããªãå Žåã¯ã颿¥å®ã«ç¯å²ãæç€ºããããäŸé ŒããŸãã
- ããã®åœ¹è·ã«ã€ããŠæžå¿µã¯ãããŸããïŒãïŒæ£çŽã«ã圹è·ãäŒç€Ÿã«ã€ããŠæ£åœãªæžå¿µãããã°è¿°ã¹ãŸãããã ããåŠå®çãªåŽé¢ã«åºå·ããã解決çãèŠã€ããããšã«çŠç¹ãåœãŠãŸãã
ã°ããŒãã«é¢æ¥ãä¹ãåã
仿¥ã®çžäºæ¥ç¶ãããäžçã§ã¯ãå€ãã®æ±è·è ãã°ããŒãã«åžå Žã§ã®æ©äŒã远æ±ããŠããŸããåœéçãªä»äºã®é¢æ¥ã¯ãåœå ã®åœ¹è·ã®é¢æ¥ãšã¯ç°ãªãã¢ãããŒããå¿ èŠã§ããã°ããŒãã«é¢æ¥ãä¹ãåãããã®ããã€ãã®éèŠãªèæ ®äºé ã以äžã«ç€ºããŸãã
1. æåçæåæ§
æåçãªèŠç¯ãæåŸ ã¯åœã«ãã£ãŠå€§ããç°ãªããŸãã颿¥ãåããåœã®æåçãªèŠç¯ã調æ»ããããã«å¿ããŠã³ãã¥ãã±ãŒã·ã§ã³ã¹ã¿ã€ã«ãé©å¿ãããŸããç¹å®ã®æåã§ã¯äžé©åãšèŠãªãããå¯èœæ§ã®ããããã£ã©ã³ã²ãŒãžãã¢ã€ã³ã³ã¿ã¯ããã³ãã¥ãã±ãŒã·ã§ã³ã¹ã¿ã€ã«ã«æ³šæããŠãã ãããäŸãã°ãçŽæ¥çãªã¢ã€ã³ã³ã¿ã¯ãã¯äžéšã®æåã§ã¯æ¬æã衚ããšèŠãªãããŸãããä»ã®æåã§ã¯å€±ç€ŒãšèŠãªãããããšããããŸãã
2. ã³ãã¥ãã±ãŒã·ã§ã³ã¹ã¿ã€ã«
ã³ãã¥ãã±ãŒã·ã§ã³ã¹ã¿ã€ã«ãæåã«ãã£ãŠç°ãªããŸããäžéšã®æåã¯ããçŽæ¥çã§æå®çã§ãããä»ã®æåã¯ãã鿥çã§åŸ®åŠã§ãããããã®éããèªèãã颿¥å®ã®å¥œã¿ã«åãããŠã³ãã¥ãã±ãŒã·ã§ã³ã¹ã¿ã€ã«ã調æŽããŸãã声ã®ããŒã³ãããã£ã©ã³ã²ãŒãžãªã©ã®éèšèªçãªåå³ã«æ³šæãæããããªãã®åçã«å¯Ÿãã颿¥å®ã®åå¿ã枬ããŸãã
3. èšèªèœå
颿¥ãæ¯åœèªä»¥å€ã®èšèªã§è¡ãããå Žåã¯ããã®èšèªãååã«äœ¿ãããªããããšã確èªããŠãã ãããæµæ¢ãã€æ£ç¢ºã«ãã®èšèªã話ãç·Žç¿ãããŸããããªãã®èšèªã¹ãã«ã«é¢ãã質åã«çãããããã§ãã·ã§ãã«ãªå Žé¢ã§ãã®èšèªãã©ã®ããã«äœ¿çšãããã®äŸãæäŸããæºåãããŸããå Žåã«ãã£ãŠã¯ãèšèªèœå詊éšãå¿ èŠã«ãªãããšããããŸãã
4. ã¿ã€ã ãŸãŒã³ãšããžã¹ãã£ã¯ã¹
ç°ãªãã¿ã€ã ãŸãŒã³ã®äŒç€Ÿãšãªã³ã©ã€ã³é¢æ¥ãã¹ã±ãžã¥ãŒã«ããéã¯ãæå·®ã«æ³šæããåæ¹ã«ãšã£ãŠéœåã®è¯ãæéã«å©çšå¯èœã§ããããšã確èªããŸãã颿¥äžã«æè¡çãªåé¡ãçºçããªãããã«ãäºåã«æè¡ïŒã€ã³ã¿ãŒãããæ¥ç¶ããŠã§ãã«ã¡ã©ããã€ã¯ïŒããã¹ãããŸãããããã§ãã·ã§ãã«ãªèæ¯ãæºåããç §æãååã§ããããšã確èªããŸãã
5. 絊äžãšçŠå©åçã®äº€æž
絊äžãšçŠå©åçã®æåŸ ã¯åœã«ãã£ãŠå€§ããç°ãªããŸãã颿¥ãåããåœã®çæŽ»è²»ãšæ¥çæšæºã調æ»ããŸããããªãã®ã¹ãã«ãçµéšããããŠçŸå°ã®åžå Žç¶æ³ã«åºã¥ããŠã絊äžãšçŠå©åçããã±ãŒãžã亀æžããæºåãããŸããçºæ¿ã¬ãŒããçšæ³ãå»çè²»ãªã©ã®èŠå ãèæ ®ããŠãã ããã
ãªã³ã©ã€ã³é¢æ¥ããã¹ã¿ãŒãã
ãªã¢ãŒãã¯ãŒã¯ã®å°é ã«äŒŽãããªã³ã©ã€ã³é¢æ¥ã¯ãŸããŸãäžè¬çã«ãªã£ãŠããŸãã仿¥ã®ç«¶äºã®æ¿ããåžå Žã§æ±è·è ã«ãšã£ãŠããªã³ã©ã€ã³é¢æ¥ã®æè¡ããã¹ã¿ãŒããããšã¯äžå¯æ¬ ã§ãããªã³ã©ã€ã³é¢æ¥ã§åªããææãåºãããã®ããã€ãã®ãã³ãã以äžã«ç€ºããŸãã
1. ãã¯ãããžãŒã®ã»ããã¢ãã
颿¥ã®åã«ããã¯ãããžãŒãæ£åžžã«æ©èœããŠããããšã確èªããŸããã€ã³ã¿ãŒãããæ¥ç¶ããŠã§ãã«ã¡ã©ããã€ã¯ãã¹ããŒã«ãŒããã¹ãããŸããå¿ èŠãªãœãããŠã§ã¢ããã©ã°ã€ã³ãããŠã³ããŒãããŠã€ã³ã¹ããŒã«ããŸãã颿¥ã劚ããå¯èœæ§ã®ããäžèŠãªã¢ããªã±ãŒã·ã§ã³ã¯ãã¹ãŠéããŸãã
2. ãããã§ãã·ã§ãã«ãªç°å¢
颿¥ã«ã¯ãéãã§æããç°å¢ãéžã³ãŸããæ°ãæ£ãããã®ãæå°éã«æããèæ¯ããããã§ãã·ã§ãã«ã§æŽé ãããŠããããšã確èªããŸããå¿ èŠã«å¿ããŠãä»®æ³èæ¯ã®äœ¿çšãæ€èšããŸãã颿¥äžã«éªéãããªãããã«ãåå± äººãå®¶æã«äŒããŠãããŸãã
3. ããã£ã©ã³ã²ãŒãžãšã¢ã€ã³ã³ã¿ã¯ã
è¯ãå§¿å¢ãä¿ã¡ãã«ã¡ã©ãšã¢ã€ã³ã³ã¿ã¯ããåããŸããèŠç·ããããããããããããããããã®ã¯é¿ããŸãã埮ç¬ã¿ãèªä¿¡ã«æºã¡ããžã§ã¹ãã£ãŒã䜿ã£ãŠç±æãšé¢äžãäŒããŸããã«ã¡ã©ã¯äžå身ããæããªãããšã念é ã«çœ®ããé¡ã®è¡šæ ãšäžå身ã®åãã«éäžããŸãã
4. æè£
察é¢ã®é¢æ¥ãšåãããã«ããªã³ã©ã€ã³é¢æ¥ã«ããããã§ãã·ã§ãã«ãªæè£ ã§èšã¿ãŸããäŒæ¥æåãšç¹å®ã®åœ¹è·ã«é©ããæè£ ãéžã³ãŸããæ°ãæ£ãããããªæãå®é£Ÿåã®ççšã¯é¿ããŸãã
5. ãšã³ã²ãŒãžã¡ã³ããšç±æ
ãªã³ã©ã€ã³é¢æ¥å šäœãéããŠããšã³ã²ãŒãžã¡ã³ããšç±æã瀺ããŸããææ ®æ·±ã質åããã詳现ãªåçãæäŸããŸãã声ã®ããŒã³ãšããã£ã©ã³ã²ãŒãžã«æ³šæããŸãããã®åœ¹è·ãšäŒç€Ÿãžã®æ ç±ã瀺ããŸãã
颿¥åŸã®ãã©ããŒã¢ãã
颿¥ããã»ã¹ã¯ã颿¥å®€ãåºããšãïŒãŸãã¯ãªã³ã©ã€ã³é話ãçµäºãããšãïŒã«çµããããã§ã¯ãããŸããã颿¥åŸã®ãã©ããŒã¢ããã¯ãããªãã®é¢å¿ãå確èªããæ°žç¶çãªå°è±¡ãæ®ãããã«äžå¯æ¬ ã§ãã
1. ã瀌ç¶ãéã
颿¥åŸ24æé以å ã«ã颿¥å®ã«ã瀌ç¶ãéããŸããæéãå²ããŠããã£ãããšãžã®æè¬ã衚æãããã®åœ¹è·ãžã®é¢å¿ãå床äŒããŸãã颿¥ã®èŠç¹ã匷調ããããªãã®è³æ Œãå確èªããŸãã颿¥å®ãšäº€ãããç¹å®ã®äŒè©±ãåæ ããããã«ãããããã®ã瀌ç¶ãããŒãœãã©ã€ãºããŸãã
2. ã¿ã€ã ã©ã€ã³ã«ã€ããŠãã©ããŒã¢ãããã
颿¥å®ã決å®ãäžãããã®ã¿ã€ã ã©ã€ã³ãæäŸããå Žåãæå®ãããæ¥ãŸã§ã«é£çµ¡ããªãå Žåã¯ãã©ããŒã¢ããããŸãããã®åœ¹è·ãžã®ç¶ç¶çãªé¢å¿ã衚æããå¿åç¶æ³ã«ã€ããŠåãåãããŸããã³ãã¥ãã±ãŒã·ã§ã³ã¯äžå¯§ã§ãããã§ãã·ã§ãã«ã§ããããšã
3. èªåã®ããã©ãŒãã³ã¹ãæ¯ãè¿ã
æéããããŠé¢æ¥ã®ããã©ãŒãã³ã¹ãæ¯ãè¿ããæ¹åç¹ãèŠã€ããŸããäœãããŸããããŸãããïŒäœããã£ãšããŸãã§ããã§ããããïŒãã®ãã£ãŒãããã¯ãå°æ¥ã®é¢æ¥ã®æºåã«åœ¹ç«ãŠãŸããä¿¡é Œã§ããå人ãã¡ã³ã¿ãŒã«ããã©ãŒãã³ã¹ã«ã€ããŠã®ãã£ãŒãããã¯ãæ±ããããšãæ€èšããŠãã ããã
çµè«
颿¥ã®èªä¿¡ãšã¹ãã«ãæ§ç¯ããããšã¯ãç®èº«ãæºåããããŠå®è·µãå¿ èŠãšããç¶ç¶çãªããã»ã¹ã§ãããã®ã¬ã€ãã§æŠèª¬ãããæŠç¥ãšãã¯ããã¯ã«åŸãããšã§ã倢ã®ä»äºãåŸãå¯èœæ§ãå€§å¹ ã«é«ããããšãã§ããŸããèªåããããèªä¿¡ãæã£ãŠããããŠããªãã®ç¬èªã®äŸ¡å€ææ¡ãã¢ããŒã«ããããšãå¿ããªãã§ãã ããã幞éãç¥ããŸãïŒ