The Psychology of Waiting in Line
Navbat kutish psixologiyasi
Sarlavha va pastdagi so‘zlarga qarang. Matn nima haqida bo‘lishi mumkin? Bir daqiqa o‘ylab ko‘ring — bu miyani o‘qishga tayyorlaydi.
Nega navbat kutish bizni asabiylashtiradi va kompaniyalar buni qanday yengillashtiradi.
Kalit so‘zlar
Bu so‘zlar matnda uchraydi va matnda ajratib ko‘rsatiladi. Bosing — talaffuzini eshitasiz.
⏱ O‘qish boshlanganda vaqt o‘lchanadi — oxirida tezligingizni ko‘rasiz.
👆 Istalgan so‘zni bosing — tarjimasi yoki lug‘atga havola chiqadi.
The average person spends a surprising amount of their life waiting in queues: at supermarkets, banks, airports, government offices and, increasingly, on the phone or online. Estimates vary, but some researchers suggest it may add up to several months over a lifetime. It is hardly surprising, then, that queuing has become a subject of serious study, not only for mathematicians who try to make lines move faster, but also for psychologists interested in why waiting makes us feel the way it does.
O‘rtacha inson hayotining hayratlanarli darajada ko‘p qismini navbatda kutib o‘tkazadi: supermarketlarda, banklarda, aeroportlarda, davlat idoralarida va tobora ko‘proq telefonda yoki internetda. Hisob-kitoblar turlicha, lekin ba’zi tadqiqotchilar bu umr davomida bir necha oyga yetishi mumkinligini taxmin qilishadi. Shunday ekan, navbat kutish nafaqat navbatlarni tezlashtirishga harakat qiladigan matematiklar, balki kutish nega bizni shunday his qildirishiga qiziquvchi psixologlar uchun ham jiddiy tadqiqot mavzusiga aylangani ajablanarli emas.
One of the most important discoveries in this field is that the time we actually spend waiting often matters less than how long the wait feels. In a famous example, passengers at an airport in Houston complained constantly about the long wait for their luggage. The airport hired more staff, reducing the wait to around eight minutes, but the complaints continued. When managers investigated, they found that passengers spent only one minute walking from the plane to the baggage area and then seven minutes standing and waiting.
Bu sohadagi eng muhim kashfiyotlardan biri shuki, aslida kutishga sarflagan vaqtimiz ko‘pincha kutish qanchalik uzoq tuyulishidan kamroq ahamiyatga ega. Mashhur bir misolda Xyustondagi aeroport yo‘lovchilari yuklarini uzoq kutishdan doimiy ravishda shikoyat qilishgan. Aeroport ko‘proq xodim yollab, kutishni taxminan sakkiz daqiqagacha qisqartirdi, lekin shikoyatlar davom etdi. Rahbarlar tekshirganda, yo‘lovchilar samolyotdan yuk zonasigacha atigi bir daqiqa yurishlari, keyin esa yetti daqiqa tik turib kutishlari aniqlandi.
The solution was surprisingly simple. The airport moved the arrival gates further from the main terminal and sent the luggage to the most distant carousel. Passengers now had to walk for six minutes to collect their bags, and they waited for only two. The total time was the same, but complaints almost disappeared. The lesson was clear: occupied time feels shorter than unoccupied time.
Yechim hayratlanarli darajada oddiy edi. Aeroport kelish eshiklarini asosiy terminaldan uzoqroqqa ko‘chirdi va yuklarni eng uzoqdagi lentaga yubordi. Endi yo‘lovchilar sumkalarini olish uchun olti daqiqa yurishlari kerak edi va atigi ikki daqiqa kutishardi. Umumiy vaqt bir xil edi, lekin shikoyatlar deyarli yo‘qoldi. Saboq aniq edi: band vaqt bo‘sh vaqtdan qisqaroq tuyuladi.
This is why many businesses try to keep customers busy while they wait. Hotels place mirrors next to lifts, because people waiting for a lift like to look at themselves. Restaurants hand out menus to customers waiting for a table, and theme parks entertain people in line with videos and decorations. Even the music played when you are on hold on the phone is designed to make the wait feel shorter, although, as anyone who has been on hold for half an hour knows, this does not always work.
Shuning uchun ko‘plab korxonalar mijozlarni kutish paytida band qilishga harakat qiladi. Mehmonxonalar lift yoniga oyna qo‘yadi, chunki lift kutayotgan odamlar o‘zlariga qarashni yoqtirishadi. Restoranlar stol kutayotgan mijozlarga menyu tarqatadi, attraksionlar bog‘lari esa navbatdagi odamlarni video va bezaklar bilan ovuntiradi. Hatto telefonda kutish rejimida qo‘yiladigan musiqa ham kutishni qisqaroq his qildirish uchun mo‘ljallangan, garchi yarim soat kutish rejimida o‘tirgan har bir kishi bilganidek, bu har doim ham ish bermasa-da.
Uncertainty also makes waiting much worse. A wait of unknown length feels longer and more stressful than a wait whose length we know, even if it is longer. For this reason, many companies now display estimated waiting times, and studies show that this increases customer satisfaction, especially if the estimate is slightly pessimistic, so that people are pleasantly surprised when they are served earlier than expected.
Noaniqlik ham kutishni ancha yomonlashtiradi. Davomiyligi noma’lum kutish, hatto u uzoqroq bo‘lsa ham, davomiyligini biladigan kutishdan uzoqroq va asabiyroq tuyuladi. Shu sababli ko‘plab kompaniyalar endi taxminiy kutish vaqtini ko‘rsatadi va tadqiqotlar bu mijozlar mamnunligini oshirishini ko‘rsatadi, ayniqsa taxmin biroz pessimistik bo‘lsa, odamlarga kutilganidan oldinroq xizmat ko‘rsatilganda yoqimli hayratlanishadi.
Perhaps the strongest emotion connected with queuing, however, is our sense of fairness. Most people are far more upset by someone pushing in front of them than by the length of the wait itself. Research has shown that people in a single long line, where everyone is served in order, are often happier than people in several shorter lines, even when the single line takes longer. In multiple lines, we constantly compare our progress with others, and we feel cheated when the line next to us moves faster, which, according to simple mathematics, it usually will.
Biroq navbat kutish bilan bog‘liq eng kuchli his-tuyg‘u, ehtimol, adolat tuyg‘umizdir. Ko‘pchilik odamlarni kutishning uzunligidan ko‘ra kimningdir oldiga o‘tib olishi ko‘proq xafa qiladi. Tadqiqotlar hammaga navbat bilan xizmat ko‘rsatiladigan bitta uzun navbatdagi odamlar, hatto bitta navbat ko‘proq vaqt olsa ham, bir nechta qisqaroq navbatdagilarga qaraganda ko‘pincha baxtliroq ekanini ko‘rsatgan. Bir nechta navbatda biz doimo o‘z siljishimizni boshqalarniki bilan solishtiramiz va yonimizdagi navbat tezroq yursa, aldangandek his qilamiz, oddiy matematikaga ko‘ra esa odatda shunday bo‘ladi.
Attitudes to queuing also vary between cultures. In some countries, forming an orderly line is considered an important social rule, and people who break it face strong disapproval. In others, queues are looser, and getting served may depend more on confidence than on when you arrived. Understanding these differences can save travellers a great deal of frustration and, sometimes, a few awkward arguments.
Navbat kutishga munosabat madaniyatlar o‘rtasida ham farq qiladi. Ba’zi mamlakatlarda tartibli navbat hosil qilish muhim ijtimoiy qoida hisoblanadi va uni buzganlar qattiq norozilikka duch keladi. Boshqalarida navbatlar erkinroq va xizmat olish qachon kelganingizdan ko‘ra o‘ziga ishonchingizga ko‘proq bog‘liq bo‘lishi mumkin. Bu farqlarni tushunish sayohatchilarni ko‘p asabiylashishdan va ba’zan bir nechta noqulay janjallardan qutqarishi mumkin.
Tushundingizmi?
Javob topa olmasangiz, «O‘qish» bosqichiga qaytib, matnga qarang — bu ham mashq.
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Asosiy g‘oya
1 What is the main topic of the article?
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2 Why did passengers in Houston keep complaining after more staff were hired?
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3 How did the airport solve the problem?
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4 Why do hotels put mirrors next to lifts?
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5 Why might people prefer a single long line?
True / False / Not Given
True — matnda aynan shunday deyilgan. False — matn aksini aytadi. Not Given — matnda bu haqda ma’lumot yo‘q.
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1 Houston airport is the busiest in the United States.
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2 After the change, Houston passengers walked for six minutes.
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3 Most companies show estimated waiting times.
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4 Queues are shorter in Asian countries than in Europe.
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5 The Houston airport reduced the total waiting time to two minutes.
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6 People are more upset by long waits than by someone pushing in.
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7 Restaurants give menus to people waiting for a table.
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8 A slightly pessimistic estimate can make customers happier.
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9 Attitudes to queuing differ between cultures.
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10 According to the writer, the line next to you will usually move faster.
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11 Waiting may add up to several months over a lifetime.
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12 A wait of unknown length feels shorter.
So‘zni ma’nosi bilan juftlang
Chapdan so‘zni, o‘ngdan uning ma’nosini tanlang. Hammasi juftlansa, natija chiqadi.