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Guests & whole brain: How are we determined by mental preferences?

first_img“Have you heard the requests of that guest”, “I do not understand why they have been coming to this hotel for 10 years” – the comments are in the tourist-hotel-catering everyday life, and we are often their authors. And have we ever wondered why we don’t understand guests and more importantly – the people around us in general?Respect, understanding, acceptance… yes, yes, it all sounds nice and makes sense, but why don’t we still demonstrate such behavior in given situations? Because we are insufficiently aware  that each individual has their own mental preferences and that we are similar or different because of them. There are centers in our mind that are more or less dominant, and the combination of centers and the intensity of dominance of some of them affect our preferences, motivation, and behavior.Tourism is the cruelest demonstration of diversity and that is why it is worth looking at the people around you precisely through the prism of diversity in mental preference. In this case, we observe people – in the role of a guest. It is a Whole rbrain model and tool that is very useful for understanding the behavior of guests (but also all the people we interact with) [1]. Geographical and cultural determinants are certainly something that affects the behavior patterns of certain groups of guests and then generalized (and stereotypically) we conclude that Germans are frugal, Italian gourmands, British demanding, Japanese restrained, etc. Mental preferences are something that determines individual behavior and whose understanding can be very useful primarily to better understand the person standing opposite us, and thus consequently increase his satisfaction, loyalty, consumption, anticipate expectations and become even better hosts. Not with the aim of manipulation, but of understanding, appreciating, accepting which, as much as we want it, is not a very natural state for us. How do mental preferences determine us?Mental preferences are preferences in a style of thinking that is conditioned by the dominance of certain centers in our mind. That does not mean; I have an opinion on this like this, and you like that, so we’re going to discuss it now. The preferred style of thinking significantly determines us – because of it we decide, organize, communicate  – overall we behave the way we behave. Photo: MeraklisWhen our preferred thinking styles are clear, for a guest who calls and asks us by phone before coming on vacation; do I pay extra for the sheets? how big is the pool? and are the beds comfortable? how far is it to the beach? is there drinking water with you? how, why, this or that? … We will no longer roll our eyes and comment “that he is as hard as going on NASA’s expedition”. We will know that such questions are typical of his structured, highly organized profile, which has an extremely high need for security and which is largely detail-oriented. We recognize, appreciate, accept and address him in a way that will be most effective and comfortable for his profile. While I was working at the reception, a visibly upset guest came to me and explained in astonishment how she had just returned from riding from a nearby estate and was overwhelmed because the horses there were neglected and malnourished and something needed to be done about it. Her tumultuous reaction mixed with crying attracted the eyes of the other guests to the reception desk. My reaction as a young receptionist was patient and I would say, bureaucratically helpful. If I had known about my preferred mindset ten years ago as I know it today, it would have been clear to me that this lady is dominated by limbic centers and that they control her behavior. Knowing that this profile of people reacts from a complete emotional center, I would dedicate a lot more time to her today, I would appreciate her care, I would ask her what can calm her down and I would talk to her about certain solutions. Yes, my reaction was professional enough, but it was not respectful enough and did not give that guest added value. What do sheets questions or reactions to malnourished horses have to do with our mental preferences? The answer is – in a significant relationship. Both behaviors are the result of the dominance of a particular center that determines whether we attach more or less importance to something, which we learn faster, and which easier, which will motivate us more, as little as possible, how we will communicate it all outwards, etc. The dominance or activity of individual centers of our mind determines our behavior and functioning with the world around us. And that is why it will be important for some to know everything in advance in detail, to have everything planned and to be 100% safe in the new environment, while for others it will be just a burden. And while someone will choose a destination / hotel / apartment / restaurant because of some original photo, concept or story, others will do it only after a rational calculation where they will get better value for the same money. The first is not reckless, nor is the second stingy, it is a matter of both behaving, in this case both deciding according to the pattern that is most natural to them. And since we are unconsciously programmed to save our energy, we will always approach people’s decision / situation / task / in the same way – which we prefer, which we know and which we are taught. And all around us who have dominant other centers, we tend to condemn and look as if they “fell from Mars.” Four centers / styles of thinking – scientific basisWhen it comes to thinking styles, the whole story begins with American researcher and HR director General Electric, Ned Herrmann [2] who, after years of observing his employees and studying people’s behavior,  in the early 80s he combined two crucial theories on the brain; The key conclusion of this complex study involving important American institutions [5] and scientists is that the human brain is guided by a set of thought styles based on four interconnected centers. These four styles of thought derive from: 1)  limbic and cortical systems consisting of three layers; reptilian or archaic part brain  (primary human needs and his first instincts: protection of the area, hunger, thirst, sleep, reproduction) [6] limbic part brain (emotions, inclinations) and cortical part brain (thoughts, thoughts, logic). 2) right and left hemispheres, where the right hemisphere is “irrational”, “destructured”, and the left hemisphere is rational, “structured.” Ned Herrmann created these “overlapping” theories WHOLE BRAIN model (whole brain model), and for easier understanding of profiles, four colors (blue, green, red and yellow) are used metaphorically in their comparison. Why should understanding these four styles of thinking be useful to us? First because we have the ability to become aware of an essential source of our behavior. Second, we have the ability to raise awareness of an important source of behavior of people around us (including our guests). Third, when we understand, it is much easier to demonstrate appreciation and acceptance when it is most needed. No more excuses! Dino like this, Dino like thatThe good news is that we are all born from all four centers. And a balanced center, that is, equally active, as small children prove to us every day. You know when they cry like it’s the end of the world because you cut their boiled egg in half, and they wanted the whole (red), when they stack cars by color, size in the right drawer / box without anyone’s instructions (green), when you 87689867 times they want ice cream again after you explain that dinner is coming soon (blue) and when they give the explanation for the fog “the air is shivering outside”, they cut half of her head because they are experimenting or smearing television with cream to nourish her skin (yellow). Depending on the situation, the child uses emotions (intuitive emotive), loves discipline and order (reasonable pragmatist), when he wants something he focuses on until he gets (rational realist) and is extremely imaginative and creative (cognitive idealist). Ideally, we would maintain this way of functioning through our growing up and schooling, but it happens that interactions, activities and stimuli from our primary environment stimulate, ie unequally stimulate only some of these centers, which confirms the fact that only 3% of people are whole brain – that is, that all four centers are situationally balanced. A reasonable pragmatistIf, for example, we grew up with a mother who has an elaborate system of putting dishes in the machine and only such is acceptable, who records every kuna spent, who prepared lunch for 13 pm and without apology expects that we are all at the table, who reads small letters on every contract , for you stores a vessel that you returned 2cm away from the intended place… it is very likely that we were required to behave in this way and so our most active was the left limbic structured rational center (green) in charge of organization, control, details and discipline. All this is manifested in our behavior in adulthood.  In any role. Even when we are guests ourselves. When Green goes on a trip, he will need to explore every detail, work out all the itineraries, book all the trips in advance, get well-informed about everyone and everything – because this profile doesn’t like surprises. Control is important to this profile because it gives it a sense of security. When he packs his suitcase, it looks like a pharmacy, everything is neatly arranged and a piece of goods is taken more “because you never know”.  This guest profile wants you to explain everything in detail when asked, and that you are accurate and stick to the plan and program. Cognitive idealistIf we grew up with, for example, parents “my own master”, “home innovators”, artists, freelancers, entrepreneurs, it is very likely that we will prefer unfetteredness, non-structure, innovation and that we will constantly need new ideas. In an environment where we were demonstrated and encouraged to create something new, where creativity was encouraged, our upper right destructured center (yellow) was most stimulated, which is why as adults we strive for creativity and experimentation. Unlike our green counterpart, yellow details are tiring because it is important for him to first see the “bigger picture” and then go into action. If something is not challenging and innovative enough for him – yellow does not move. This is true for any life or professional role. And when we have a guest who is predominantly yellow, we recognize him by his often unconventional way of dressing, unstructured way of communication, questions about some extreme videos, “shifted” concepts – he will be delighted only by what is original, something he will be the first, or maybe the way the employee ingeniously solved some of his situation.  He doesn’t prepare much for the trip, but it’s crucial for him to come home with  a new experience.  If he has a suitcase with him, he is most likely packed “AdHoc” before departure.  Yellow doesn’t want you to bother him with some hotel content that everyone is visiting, you’ll get him if you refer him to something unusual. Rational realistIf we grew up in an environment where the language of numbers, analysis and facts was spoken, in a mathematically-scientific-analytical-financial-medical-legal environment, our communication will also very often be in percentages, ratios, facts – without us aware. In such an environment, decisions were made only when all the facts were presented, the goal and steps (strategy) for their realization were determined. Speaking the language of Whole Brain, we are mostly encouraged by the left upper cortical structured rational center (blue) and what will be important to us throughout life is to achieve set goals, that someone addresses us in a logical and clear way, and that what we do it gives us value (financial, promotional, status). If this is our only dominant center, we will act “too cold” to others because we are rational and relationships often just tire us out. Both private and business. As a guest, this profile will look for destinations / hotels / restaurants / arrangements where they will get the most value for money. In the pizzeria, he will easily study the menu with different dimensions of pizza and put the price and diameter of the pizza in a ratio, calculating that it is more worthwhile to take a large pizza for two.  than that everyone orders for themselves because the bigger pizza was 30% bigger and only 17% more expensive. When he has a calculation, it is easy to decide. When packing a suitcase, he is pragmatic – he takes what he needs, if he needs something – he will buy where he goes.  The blue guest does not like chatter and unnecessary “jackals”. When he asks something, he looks for logical and concise answers. Intuitive emotiveIf there has been a lot of hugging, long conversations about feelings and in your primary environment  preferences, if you have often witnessed all the spectra of emotional outbursts in your loved ones, it is very likely that your behavior will be the same – extremely people-oriented. Through life  relationships and atmosphere will be most important to you, that is, it is very likely that you are the one who will  “Gather and hold” people. Both privately and commercially.  If you are an extrovert you will need to talk about it constantly, and if you are an introvert all emotional amplitudes will be visible through non-verbal communication. In such an environment, the right destructured irrational limbic part (red) is mostly encouraged, and interpersonal relationships are something that is at the top of all priorities for this profile. When deciding on a destination / hotel / restaurant / arrangement, the most important thing will be a recommendation from a friend and that there is a “good feeling” about the whole story. This guest profile is guided by intuition, a  the most important thing about service is that he is experienced as a human being. When he packs his suitcase, he collects things that will be good memories for him and that will make him feel good on the trip. He is most quickly recognized by his initiative to talk and to share his experiences with you. It will be easy to bond with an employee / host who is accommodating and shows empathy. Lost in Translation Human behavior is the eternal inspiration and motivation of research. Psychology but also spiritual practice have made a very significant contribution to this and while man is there will be a need for a better understanding of his behavior. This way of observing reveals to us what a person prefers, what he is oriented towards, what his needs are, and the greatest value of this approach is its applicability in all spheres of life and business, in a way that encourages mutual respect.  The first test was conducted on a sample of 8.000 respondents, and eminent institutes and universities participated in the entire process, and so far over 100 doctoral dissertations on this topic have been written. This article focused on explaining one-dominant profiles that make up only 5% of the population, while among us two-dominant (58%) and then three-dominant (34%) profiles dominate. Some are extroverts and some are introverts and that makes a significant difference. There are no bad profiles, the goal is to raise awareness of what we individually prefer and why. And when it comes to the profession, from this perspective we have to ask ourselves how things work in the field when “frontline” employees who are proven green-red (N = 8191) [7] serve guests of all other combinations. And without being aware of their own and their preferences, needs and expectations?… To be continued…Author: doc. dr. sc. Marinela Dropulic Ruzic, Meraklis, www.meraklis.hr.  Attachment: HERRMANN BRAIN DOMINANCE INSTRUMENT Sourcescenter_img [1] https://www.herrmann-europe.com/en/.[2] Herrmann, N. (1996). The whole brain business book: Unblocking the power of whole brain thinking in organizations and individuals. New York, San Francisco, Washington DC, Auckland, Bogota, Caracs, Lisbon, London, Madrid, Mexico City, Milan, Montreal, New Delhi, San Juan, Singapore, Sydney, Tokyo, Toronto: McGraw-Hill, 6-19. [3] https://en.wikipedia.org/wiki/Paul_D._MacLean. [4] https://en.wikipedia.org/wiki/Lateralization_of_brain_function.[5] Berkeley Collage, General Electric Corporation, University of Texas, WICAT Education Institute, WICAT Systems, Education Testing Services, Edumetrics Institute, Brigham Young University. [6] The reptilian part of the brain is the smallest part and it was not considered as part of the behavioral Whole Brain model because it has been proven that  we cannot influence primary instincts by behaviors.[7] according to the Herrmann International Europe database. Front line employees are: receptionists, waiters, bartenders, chief chefs, concegilerei, hotel managers.last_img read more

Govt commits to full BPJS Kesehatan coverage for COVID-19 patients

first_imgThe government has announced that it is providing full medical coverage for COVID-19 patients through the national health insurance provider, the Health Care and Social Security Agency (BPJS Kesehatan).Coordinating Human Development and Culture Minister Muhadjir Effendy said the decision was made because of BPJS Kesehatan’s coverage capacity. “All costs for hospital treatments for COVID-19 patients will be handled by BPJS Kesehatan, because it has extensive experience in verifying claims from hospitals,” Muhadjir said in a statement on Monday as reported by kompas.com.Read also: COVID-19: Inadequate medical supplies take toll on lives of Indonesian medical workersMuhadjir said that this would also allow the government to accelerate payments to hospitals that were treating COVID-19 patients. He added that he had asked the BPJS Kesehatan president director, Fachmi Idris, to implement the measure in coordination with his office, the Health Ministry, the Finance Ministry, and the National Disaster Mitigation Agency (BNPB).”The funds used [to cover] COVID-19 treatments does not come from either BPJS Kesehatan or the social security fund [DJS]. It is a dedicated fund [for COVID-19 prevention and control],” he stressed, and that BPJS Kesehatan would distribute the funds immediately.Read also: Indonesia’s latest COVID-19 figures”BPJS Kesehatan is ready to support the [COVID-19] payment policy,” Fachmi said separately, and that BPJS Kesehatan would verify all claims from hospitals treating COVID-19 patients in an “accountable” manner before distributing the funds.Earlier, the government designated 132 referral hospitals across the country for treating COVID-19 patients. (nal)Topics :last_img read more