Forums | ENG302 Interpersonal Communication in the Workplace

24 April 2025, 4:19 PM

Dear All:

Thank you to those who took part in the workshop today. For those not present, we tried to simulate conversations using online chat facilities offered by commercial organisations, facilities ostensibly for customer service. Specifically, we tried to play the role of customers with needs which customer service providers could not meet (e.g. choice of product/services, as opposed to information about products/services). In one case, we were confined to interaction with a non-human chatbot. In another case, we also started by interacting with another chatbot, but were eventually re-directed to a human service provider. The simulation showed, among other things, limited ability by chatbots in processing natural language in colloquial forms, and also the concerns with reducing costs incurred by using human customer service providers.

In view of difficulties of initiating such interactions on open web-based platforms, do take a look past records of simulations in previous years. All these are available from the page for Topic 10. In particular, "Interaction 3" from <LNG302 Past Simulations (Banking).pdf> was particularly revealing of the tensions between institutional roles played by customer service providers and transactional goals of customers. Take a look at these records, bearing in mind the uses (and misuses) of strategies by providers and customers alike.

Looking ahead, we are near the end of the lecture series. Do prepare ahead by referring to materials for Topic 11 in Slides and Readings. As the next scheduled workshop falls on Labour Day, a public holiday, there will be alternative arrangements. Details to come.

My next message will be concerned with Assignment 2.

Best regards,

Paul