Riba:
- Ikon samar da tausayi, bayyananne da kan-samfurin daftarin martani na tallafi
- Ability don daidaita wannan bayani ga daban-daban motsin zuciyarmu da tashoshi na abokin ciniki
- Ƙarfin yin amfani da jagorar salon da ke daidaita sauti, tsabta da kuma taƙaitaccen bayani
A cikin sabis na abokin ciniki, yadda kuke faɗi yana da mahimmanci kamar abin da kuke faɗi. Haka lamarin ("za a jinkirta odar ku da kwanaki 3") yana zama ƙararrawa idan aka ba da shi cikin sanyi da harshe na hukuma, amma ya zama fahimta idan aka ba da shi cikin harshe mai tausayi da warwarewa. Wakilin tallafi ya rubuta 60-80 amsa kowace rana; Yana da gajiya don saita kowanne daga karce, tare da sautin da ya dace kuma ba tare da kurakurai ba. Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙwararren Ƙadda ) ne mai sauri da kuma daidaitawa mai yawa a nan: yana ba wa wakilin alamar tausayi, bayyananne kuma akan alamar alama; wakilin ya duba shi kuma ya aika.
A cikin wannan rukunin za ku koyi yadda za ku daidaita mafita guda ɗaya zuwa motsin zuciyar abokin ciniki daban-daban, matakan tsari daban-daban da tashoshi daban-daban; Za ku koyi yadda ake daidaita sautin a cikin muryar alamar ku. Mahimmin ra'ayi shine wannan: bayanin (abin da) ya kasance akai-akai, sautin (yadda) ya bambanta dangane da abokin ciniki.
Lura: Tsarin AI farawa ne, ba rubutu na ƙarshe da za a ƙaddamar ba. Musamman ma, ba za a aika da martanin da ke kunshe da uzuri, diyya da sadaukarwa ba tare da karantawa da amincewa da wakilin ba.
Anatomy of the Empathic Response
Kyakkyawan amsa goyan baya yawanci yana bin wannan tsari:
- Yarda / Tausayi: Gane halin abokin ciniki da motsin zuciyarsa ("Na fahimci jinkirin da kuke fuskanta, kuna da gaskiya").
- Clarity: Faɗin a fili abin da ya faru da abin da za a yi.
- Action/Mataki na gaba: Maganin Kankare ko mataki na gaba ("Mun hanzarta jigilar ku, zaku karɓi shi gobe").
- Rufewa: Samuwar da kuma taƙaitaccen fatan alheri.
Wannan kwarangwal yana daidaita tausayi da tsabta. Tausayi ne kawai ("mun yi nadama" ba tare da ƙuduri ba) fanko ne; kawai tsabta ("siyasa kenan") ba tare da tausayi ba sanyi ne.
Mataki Ta Mataki: Sarrafa sautin
- Ƙayyade muryar alamar ku. Dumi, na yau da kullun, mai sauƙi? Yi shi kankare tare da ƴan jimlolin misali.
- Ware ainihin bayanin. Bari abubuwan da ba za su canza ba (kwanaki, adadin, mataki) su bayyana a sarari.
- Karanta motsin rai. Shin abokin ciniki yana fushi, damuwa, ko tsaka tsaki?
- Daidaita sautin zuwa motsin rai. Ka ƙara yarda ga masu fushi, ƙarin tabbaci ga masu damuwa.
- Tsara ta tashar. Imel na iya zama tsayi; Ya kamata tattaunawar ta kasance gajere kuma a wargaje.
- Bita. Karanta daftarin; Cire duk wani karin magana, na zamba ko mara izini.
Abubuwan Kwafi
Daftarin martani na asali wanda ya dace da halin da ake ciki:
Matsayi: Kai ne mataimakin rubutu na ƙungiyar goyon bayan "Aydın Elektronik". Sautin: dumi, mai sauƙi, bayani-daidaitacce; gajerun jimloli. Zana martani bisa bayanin da ke ƙasa. Bi wannan tsarin: (1) tausayawa/karɓa, (2) bayyananniyar bayani, (3) ƙarami mataki na gaba, (4) taƙaitaccen rufewa. Kada ku yi alkawura (rangwamen, ainihin kwanakin) fiye da ikon ku. Halin da ake ciki: {{ abokin ciniki_fitilar }}Gaskiyar da muke da ita: {{sanannen_bayanin }}Tsarin abokin ciniki: {{ fushi / damuwa / tsaka tsaki}}
Gaggauta daidaita mafita iri ɗaya zuwa motsin rai daban-daban guda uku:
Ba tare da canza ainihin bayanan da ke ƙasa ba, samar da martani daban-daban guda uku: A) Ga abokin ciniki mai fushi (ƙarin yarda da ɗaukar nauyi), B) Don abokin ciniki mai damuwa (ƙarin tabbaci da tsabta), C) Ga abokin ciniki mai tsaka tsaki (taƙaitaccen da kai tsaye). Bayani mai mahimmanci: {{kwanan wata/adadi/mataki}}
Ƙaddamar da cewa yana haɓaka rubutun na yau da kullun / na robot:
Sanya martanin mai zuwa ya zama ɗan adam da dumi; Fassara jumlolin bureaucratic ("za'a sanar da ku") zuwa Turkawa bayyananne. Ma'ana da adana bayanan lambobi, kar a tsawaita. Rubutu: {{ daftarin aiki}}
Samar da cewa yayi nazarin martanin kuma yana aiki azaman tacewa na tsaro:
Duba wannan daftarin amsa kafin a aika. Duba waɗannan abubuwan: - Shin akwai ƙarin alkawari (raguwa, ainihin ranar bayarwa, garantin dawo da kuɗi)? - Shin akwai bayanan da ba a tabbatar da su ba / ƙirƙira? - Shin akwai sautin karewa ko zargi fiye da kima? - Akwai rashin tausayi? Ba da shawarar gyaran jumla ɗaya ga kowace matsala. Rubutun: {{ daftarin aiki}}
Rauni Mai Sauƙi / Ƙarfi Mai ƙarfi
Rawanin hanzari
Ƙarfi mai ƙarfi
"Amsa abokin ciniki"
Sautin alama + tausayi-tsarar-tsare-tsarin aiki + iyakar iko
Generic, mara sauti, wani lokacin rubutu mai sanyi
Mai amsawa cikin motsin rai, daftarin alama
Iya alkawari fiye da iko
Yana kiyaye iyakar sadaukarwa
Yayi watsi da motsin rai
Da farko ya gane motsin rai, sannan ya warware shi
Bambanci shine cewa ƙaƙƙarfan hanzari yana kwatanta sautin, tsari da iyaka a lokaci guda. Don haka, daftarin yana da dumi da aminci.
Mini Cases guda uku
Case 1 - Gaskiya iri ɗaya, duniyoyi biyu. "Abin nawa ya yi jinkiri kwana 2," wani abokin ciniki ya rubuta. Daftarin farko: "An jinkirta odar ku saboda cunkoson kayan aiki." Daftarin na biyu da aka samar tare da jin daɗin jin daɗi: "Abin takaici ne cewa samfurin da kuke tsammanin ya jinkirta, yi hakuri. Mun ba da fifiko ga kayan ku; za ku karɓi shi gobe a ƙarshe, lambar bin diddigin ku shine: ...". Abokin ciniki wanda ya sami amsa na biyu ya gode masa kuma sakamakon binciken ya kasance 5/5.
Hali na 2 - Karɓar fushi. "Na rubuta shi sau uku, har yanzu ba a warware ba!" Saƙon, motsin motsin rai guda uku ya haifar da nau'in "fushi": da farko ya ɗauki alhakin jumlar "Laifinmu ne da kuka rubuta sau da yawa, na yi nadama akan hakan", sannan ya ba da cikakkiyar bayani. Wannan buɗewa, wanda bai sanya laifi a kan abokin ciniki ba, ya kawar da ƙarar zance.
Case 3 - Tacewar tsaro tayi aiki. "Tabbas za mu warware matsalar ku a yau kuma za mu ayyana rangwamen 20%," in ji wani wakilin AI sketch. Binciken da aka yi ya nuna waɗannan kalamai guda biyu a matsayin " sadaukarwa fiye da iko ". Wakilin ya cire "yau" da "20%" kuma ya maye gurbinsa da "za mu warware shi kuma mu dawo gare ku da wuri-wuri"; Ya tsira daga yin alkawarin da ya kasa cikawa.
Tukwici: Haɗa jerin sunayen “kalmomi da jimlolin da aka haramta” a cikin hanzari: maganganu kamar “tabbatacce”, “babu matsala”, “Na ba da garantin” gayyata zuwa cika alkawuran. Maimakon haka, ba da shawarar maganganun da za a iya sarrafawa kamar "muna yin iyakar ƙoƙarinmu," "mun ɗauki wannan matakin," "za mu dawo gare ku zuwa wannan kwanan wata."
Ma'auni na Ƙarfafawa da Tsara
Tausayi baya nufin tsayi. Abokin ciniki yana son a warware matsalarsa; Gabatarwar sakin layi na motsin rai yana komawa baya saboda yana jinkirta ƙuduri. Kyakkyawan shaci: jin daɗin jimla ɗaya, jimla ɗaya ko biyu cikakkun bayanai, jimla ɗaya mataki na gaba. Bayar da samfurin ƙayyadaddun ƙayyadaddun ƙayyadaddun bayanai, kamar “babu fiye da jimloli 5-6” ko “ba fiye da kalmomi 90 ba,” yana haɓaka iya karantawa da kuma saurin bita na wakili.
Tsanaki: Yawan tausayin da AI ke samarwa wani lokaci yana zuwa a matsayin karya ("Ina jin zafin ku da zuciya ɗaya"). Abokin ciniki yana jin karin gishiri kuma an rasa amana. Tsayar da sautin mai kyau amma auna; Neman uzuri na gaske ya fi tasiri fiye da jimloli goma masu ban sha'awa.
Breaking Labari Mai Kyau
Lokacin mafi wahala a cikin goyan baya yana faɗin "a'a": babu maida kuɗi, abu ya ƙare, buƙatu daga manufofin. Akwai dabara don isar da mummunan labari, kuma AI na iya amfani da shi akai-akai. Tsarin tsari matakai uku ne: (1) ba da labari a fili kuma a gaskiya, kada ku ba da bege na yaudara; (2) bayyana dalilin da ya sa a taƙaice, ba tare da yin zargi ba; (3) tabbatar da bayar da madadin ("ba za mu iya samar da wannan samfurin ba, amma wannan samfurin irin wannan yana cikin hannun jari a yau"). Mutane suna karɓar "a'a" da sauƙi lokacin da aka bar kofa a buɗe. Umarnin AI don "ba da labari mara kyau amma koyaushe yana ba da shawarar aƙalla madadin ɗaya ko mataki na gaba" yana sa rashin jin daɗi ya iya sarrafa. Jinkirta mummunan labari ko barin shi a bayyane ("bari mu gani, watakila") shine mafi muni; Abokin ciniki duka yana tsara abubuwan da ake tsammani kuma ya ƙare har ya fi jin kunya. Tsabtace alheri ne a cikin dogon lokaci.
Kuskuren gama gari
- Ba a bayyana sautin alamar ba da kowane amsa yana fitowa da murya daban.
- Kawai ba da tausayi da tsallakewa da kankare bayani/mataki na gaba (lalata mara kyau).
- Bayar da bayanai kawai da tsallake tausayawa (sanyi).
- Barin alkawuran da suka wuce iko (rangwame, kwanan watan ƙarshe, garanti) a cikin daftarin.
- Aika daftarin aiki ba tare da duba shi ba, tare da wuce gona da iri/jin tausayi.
- Manna dogon saƙon imel a cikin hira ba tare da la'akari da tashar ba.
A takaice
- Kyakkyawan amsa yana da matakai huɗu: tausayawa / yarda, bayyanannen bayani, tabbataccen mataki na gaba, taƙaitaccen rufewa.
- Babban ilimin (abin da) ya kasance koyaushe; Sautin (yadda) ya dace da tunanin abokin ciniki.
- Ba da yarda da alhaki ga masu fushi, tabbatarwa da bayyanawa ga masu damuwa.
- Tsaftace alkawurran ba da izini tare da matakin tantancewa; Kada ku yi alkawuran da ba za ku iya cikawa ba.
- Tausayi dole ne a daidaita tare da takaice; Sautin aunawa da gaskiya yana da tasiri fiye da wuce gona da iri.
Aikin aikace-aikace
Zaɓi korafin abokin ciniki na gaske (ko misali) kuma rubuta ainihin bayanan (abin da ya faru, abin da za a yi) a cikin jumla ɗaya. Sa'an nan kuma samar da nau'ikan fushi, damuwa, da tsaka tsaki tare da faɗakarwar motsin rai uku. A ƙarshe, gudanar da kowane juzu'i ta cikin hanzarin binciken kuma cire duk wani harshe mai kutse, tausayin ƙarya, ko sautin zargi. Rubuta, a cikin jumla ɗaya, wane nau'in za ku iya aikawa zuwa abokin ciniki na gaske kuma me yasa.
jerin abubuwan dubawa
- [ ] Na ayyana sautin alamar a cikin jimloli na kankare.
- [ ] Na yi amfani da tsarin tausayi-tsara-aiki-rufe tsarin.
- [ ] Na daidaita sautin zuwa motsin rai ba tare da karkatar da ainihin bayanin ba.
- [ ] Na share wuce gona da iri da aka yi tare da matakin tantancewa.
- [ ] Na zaɓi tsayin da ya dace da tsari don tashar.
- [ ] Na kawar da tausayi mai yawa / karya kuma na kiyaye shi da gaske kuma na auna.