{"id":37126,"date":"2019-10-31T22:15:53","date_gmt":"2019-10-31T19:15:53","guid":{"rendered":"https:\/\/prohoster.info\/blog\/razbor-kejsa-pro-obshhenie-s-tyazhelym-klientom\/"},"modified":"2019-10-31T22:15:53","modified_gmt":"2019-10-31T19:15:53","slug":"razbor-kejsa-pro-obshhenie-s-tyazhelym-klientom","status":"publish","type":"post","link":"https:\/\/prohoster.info\/sq\/blog\/administrirovanie\/razbor-kejsa-pro-obshhenie-s-tyazhelym-klientom","title":{"rendered":"Analiza e rastit p\u00ebr komunikimin me nj\u00eb klient \"t\u00eb v\u00ebshtir\u00eb\"","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p><img decoding=\"async\" alt=\"Analiza e rastit p\u00ebr komunikimin me nj\u00eb klient &quot;t\u00eb v\u00ebshtir\u00eb&quot;\" src=\"\/wp-content\/uploads\/2019\/08\/824fdbb6ccb9e743b0d425faec1d6fa0.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n<i>Ndonj\u00ebher\u00eb, inxhinieri i mb\u00ebshtetjes teknike p\u00ebrballet me nj\u00eb zgjedhje t\u00eb v\u00ebshtir\u00eb: t\u00eb aplikohet modeli i dialogut \u201cNe jemi p\u00ebr nj\u00eb kultur\u00eb t\u00eb lart\u00eb sh\u00ebrbimi!\u201d ose \u201cShtypni butonin \u2013 merrni rezultatin\u201d?<\/i><\/p>\n<blockquote><p>\u2026Thyer krahun e pambukut,<br \/>\nDo t\u00eb flijojm\u00eb n\u00eb re, si n\u00eb varreza.<br \/>\nNe, poet\u00ebt, rrall\u00eb t\u00eb shenjt\u00eb,<br \/>\nNe, poet\u00ebt, shpesh t\u00eb verb\u00ebr.<br \/>\n(Oleg Ladyzhensky)<\/p><\/blockquote>\n<p><noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nPun\u00eb n\u00eb Mb\u00ebshtetje Teknik \u00ebsht\u00eb jo vet\u00ebm histori qesharake p\u00ebr koh\u00ebn q\u00eb vet\u00ebk\u00ebrkohet dhe nj\u00eblloj si nj\u00eb GPS-unicorn, dhe madje as vet\u00ebm enigmat detektiv\u00eb n\u00eb stilin e Hercule Poirot. <\/p>\n<p>Mb\u00ebshtetje Teknike \u00ebsht\u00eb, mbi t\u00eb gjitha, komunikim, dhe komunikimi n\u00ebnkupton njer\u00ebz, dhe mes klient\u00ebve tan\u00eb ka karaktere shum\u00eb t\u00eb ndryshme:<\/p>\n<ul>\n<li> Nj\u00eb gjerman, q\u00eb punon nga nj\u00eb kafene p\u00ebrball\u00eb zyr\u00ebs s\u00eb tij n\u00eb Berlin, me nj\u00eb vet\u00ebkontroll t\u00eb v\u00ebrtet\u00eb nordik, qet\u00ebsi t\u00eb p\u00ebrsosur, nj\u00eb rrjet t\u00eb mir\u00eb-p\u00ebrpunuar, nj\u00eb park t\u00eb gjer\u00eb <a class=\"wpil_keyword_link\" href=\"https:\/\/prohoster.info\/sq\/server\/\"   title=\"servera\" data-wpil-keyword-link=\"linked\"  data-wpil-monitor-id=\"1349\">servera<\/a> dhe aft\u00ebsi kognitive p\u00ebr t\u00eb gjitha k\u00ebto t\u00eb konfiguroj\u00eb dhe mbaj\u00eb n\u00eb A+. K\u00ebrkesat prej tij zakonisht shkaktojn\u00eb t\u00eb nj\u00ebjt\u00ebn reagim si nj\u00eb pizz\u00eb e fundit n\u00eb nj\u00eb tavolin\u00eb t\u00eb madhe dhe ndri\u00e7imi i fikur n\u00eb koh\u00eb t\u00eb gabuar.<\/li>\n<li>Nj\u00eb britanik, i cili n\u00eb pes\u00eb vitet e fundit ka nd\u00ebrruar dy kompani, por jo stilin e tij t\u00eb pun\u00ebs me mb\u00ebshtetje. Nga rastet e tij ikin, si nga kolera e bubonit, ose i marrin, me parashikimin e t\u00eb gjitha \u201cbukuris\u00eb\u201d s\u00eb pun\u00ebs me k\u00ebt\u00eb person, sepse ai mund t\u00eb marr\u00eb kontrollin n\u00eb nj\u00eb sesion t\u00eb larg\u00ebt pa paralajm\u00ebrim (p\u00ebr t\u00eb kontrolluar post\u00ebn e tij, ndonj\u00ebher\u00eb personale), t'i b\u00ebj\u00eb presion inxhinier\u00ebve dhe menaxhmentit p\u00ebr nevoja t\u00eb pavler\u00eb dhe, p\u00ebrfundimisht, gjithashtu papritur t\u00eb mbyll\u00eb k\u00ebrkesat me nj\u00eb koment \u201cDUPLIKAT\u201d. <\/li>\n<li>Nj\u00eb indian me nj\u00eb mbiem\u00ebr t\u00eb p\u00ebrb\u00ebr\u00eb dhe t\u00eb pap\u00ebrshkruesh\u00ebm, q\u00eb m\u00ebkatar\u00eb t\u00eb gjitha mitet p\u00ebr IT-indian: i sjellsh\u00ebm, i qet\u00eb, i aft\u00eb, q\u00eb lexon dokumentacionin, d\u00ebgjon k\u00ebshillat e inxhinier\u00ebve dhe gjithmon\u00eb b\u00ebn gjith\u00e7ka vet\u00eb, me nj\u00eb turban t\u00eb mrekulluesh\u00ebm (po, e gjet\u00ebm at\u00eb n\u00eb Facebook) dhe shqiptim t\u00eb p\u00ebrs\u00ebritur britanik. <\/li>\n<\/ul>\n<p>\nT\u00eb till\u00eb \u201cklient\u00eb me emra\u201d \u00e7do inxhinier mund t\u00eb kujtoj\u00eb rreth pes\u00eb persona, madje pa reflektuar shum\u00eb. Disa prej tyre i trembim fillestar\u00ebve tan\u00eb (\u201cn\u00ebse s\u2019do t\u2019i biesh n\u00eb lab, vjen babai dhe!..\u201d), disa na b\u00ebjn\u00eb krenar\u00eb (\u201ceh, un\u00eb kam mbyllur tashm\u00eb 5 k\u00ebrkesa me N.\u201d). M\u00eb shpesh ne madje mbajm\u00eb mend dhe kuptojm\u00eb se shembujt pozitiv\u00eb dhe negativ\u00eb jan\u00eb thjesht perceptimi yn\u00eb, dhe ai vjen nga komunikimi, nga ne me klient\u00ebt dhe klient\u00ebt me ne.<\/p>\n<p>Dhe ky komunikim mund t\u00eb jet\u00eb shum\u00eb i ndrysh\u00ebm.<\/p>\n<p>Nj\u00ebher\u00eb tashm\u00eb kemi shkruar p\u00ebr <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/veeam\/blog\/252019\/\">\u201cdemon\u00ebt\u201d, q\u00eb pengojn\u00eb inxhinier\u00ebt t\u00eb punojn\u00eb me klient\u00ebt<\/a><\/noindex>, dhe tani dua t\u00eb tregoj si ndodh, me nj\u00eb shembull t\u00eb drejtp\u00ebrdrejt\u00eb.<\/p>\n<p>Ja nj\u00eb shembull nga dy vjet m\u00eb par\u00eb: reagimi i klientit ndaj hapave \"tradicional\u00eb\" t\u00eb zgjidhjes s\u00eb problemeve nga ana e inxhinierit dhe inxhinieri ndaj stilit t\u00eb komunikimit t\u00eb klientit.<\/p>\n<h3>Rasti p\u00ebr fragmentimin<\/h3>\n<p>\nPra, rasti: nj\u00eb klient shum\u00eb i p\u00ebrvojsh\u00ebm dhe teknikisht i pajisur hap k\u00ebrkes\u00eb p\u00ebr mb\u00ebshtetje dhe b\u00ebn nj\u00eb pyetje t\u00eb drejtp\u00ebrdrejt\u00eb, duke ofruar shum\u00eb detaje p\u00ebr t\u00eb p\u00ebrshkruar situat\u00ebn.<\/p>\n<p>Mora guximin t\u00eb riformuloj korrespondenc\u00ebn n\u00eb nj\u00eb dialog, duke ruajtur tiparet stilistike.<\/p>\n<p><i>Klienti (K): \u2014 Faleminderit, zot\u00ebri. M\u00eb quajn\u00eb Marko Santino, ne kemi p\u00ebrdorur praktikat tona m\u00eb t\u00eb mira dhe kemi instaluar teknologjin\u00eb m\u00eb t\u00eb re q\u00eb rekomandoni, por shohim se funksionaliteti i sistemit po b\u00ebhet kritikisht i ul\u00ebt p\u00ebr shkak t\u00eb fragmentimit t\u00eb lart\u00eb. A \u00ebsht\u00eb kjo normale, lutem?<\/p>\n<p>Inxhinieri (I): \u2014 P\u00ebrsh\u00ebndetje, Marko! M\u00eb quajn\u00eb Ignat dhe do t\u00eb ndihmoj. A e shihni k\u00ebt\u00eb gjithmon\u00eb? A keni provuar t\u00eb defragmentoni?<\/p>\n<p>(K): \u2014 I dashur Ignat! Po, kjo ndodh gjithmon\u00eb. Kemi provuar t\u00eb defragmentojm\u00eb, por, fatkeq\u00ebsisht, kjo merr shum\u00eb koh\u00eb n\u00eb nj\u00eb ndales\u00eb t\u00eb plot\u00eb t\u00eb sistemit dhe p\u00ebr k\u00ebt\u00eb arsye nuk \u00ebsht\u00eb e mundur.<\/p>\n<p>(I): \u2014 D\u00ebgjoni, un\u00eb di\u00e7ka nuk mund ta gjej k\u00ebt\u00eb praktik\u00eb m\u00eb t\u00eb mir\u00eb. Ku e gjete at\u00eb? Dhe ndoshta, megjithat\u00eb, t\u00eb b\u00ebni defragmentimin, apo jo?<\/p>\n<p>(K): \u2014 I dashur Ignat! Duke kuptuar se nuk po e merrni seriozisht problemin ton\u00eb dhe duke mbajtur veten n\u00eb kontroll nga nj\u00eb p\u00ebrgjigje e drejtp\u00ebrdrejt\u00eb, por jo politike, n\u00eb fund do t\u00eb p\u00ebrpiqemi t\u00eb p\u00ebrgjigjemi. Ne nuk kemi eksperienc\u00ebn tuaj (ne jemi n\u00eb IT q\u00eb nga viti 1960) dhe jemi shum\u00eb mir\u00ebnjoh\u00ebs p\u00ebr pun\u00ebn dhe p\u00ebrpjekjet tuaja n\u00eb ndri\u00e7imin ton\u00eb. Praktikat m\u00eb t\u00eb mira na u treguan nga Menaxher\u00ebt tuaj t\u00eb Produkteve gjat\u00eb nj\u00eb darke n\u00eb Barcelon\u00eb, dhe ju kam d\u00ebrguar nj\u00eb link p\u00ebr to. Ne, por, Ivan, po pyesim ju qart\u00eb: a \u00ebsht\u00eb kjo situat\u00eb normale? N\u00ebse nuk \u00ebsht\u00eb e interesuar t\u00eb flas\u00eb me ne, lutem, gjeni dik\u00eb q\u00eb mund t\u00eb na ndihmoj\u00eb.<\/p>\n<p>(I): \u2014 Marko, un\u00eb nuk e kam gjetur k\u00ebt\u00eb praktik\u00eb m\u00eb t\u00eb mir\u00eb. K\u00ebtu m\u00eb duhen logjet dhe do t'ja \u00e7oj\u00eb problemin nj\u00eb inxhinieri tjet\u00ebr. Ndonj\u00ebher\u00eb po ju them: n\u00ebse shihni fragmentimin dhe nuk e defragmentoni, kjo \u00ebsht\u00eb budallall\u00ebk dhe e pandershme. Dhe si arrit\u00ebt t\u00eb ngat\u00ebrroheni emrin fisnik \u201cIgnat\u201d dhe t\u00eb m\u00eb quani Ivan? <\/p>\n<p>(K): \u2014 Mja, mja mja! Nuk jeni v\u00eblla, as kush\u00ebri, q\u00eb t\u00eb m\u00eb th\u00ebrrisni me emrin tim, prandaj ju lutem tregoni respekt dhe m\u00eb thoni Z. Santino! N\u00ebse nuk mund t\u00eb gjeni dokumentin, nuk po e menaxhoni nj\u00eb detyr\u00eb kaq t\u00eb thjesht\u00eb, at\u00ebher\u00eb ose dor\u00ebzohuni nga kompania, ose pyesni autorin e tij, i cili na dor\u00ebzoi k\u00ebt\u00eb dokument! Sa i p\u00ebrket log\u00ebve, nuk mund t'ua japim pa nj\u00eb miratim t\u00eb ve\u00e7ant\u00eb pasi po punojm\u00eb me dokumente sekrete. Zem\u00ebrimi juaj p\u00ebr gabimin tim tregon injoranc\u00ebn dhe munges\u00ebn tuaj t\u00eb edukat\u00ebs. M\u00eb vjen shum\u00eb keq p\u00ebr ju. Dhe e fundit: n\u00ebse themi se ne 'provua t\u00eb defragmentojm\u00eb' dhe kjo '\u00ebsht\u00eb e pamundur', at\u00ebher\u00eb ne e provuam dhe \u00ebsht\u00eb e pamundur. Igna, lutem, ndalni me budallall\u00ebqet dhe meruni me pun\u00ebn tuaj \u2014 ose na jepni nj\u00eb p\u00ebrgjigje, ose gjeni dik\u00eb q\u00eb mund t\u2019ua jap\u00eb at\u00eb!<\/i><\/p>\n<p>Pas k\u00ebsaj, k\u00ebrkesa u d\u00ebrgua n\u00eb nj\u00eb nivel m\u00eb t\u00eb lart\u00eb, ku vdiq pa l\u00ebvizur - klienti nuk ofroi log\u00ebt, testimi gjith\u00ebp\u00ebrfshir\u00ebs nuk dha asgj\u00eb dhe problemi thjesht nuk u arrit t\u00eb konfirmohej.<\/p>\n<p>Pyetja: \u00e7far\u00eb mund t\u00eb kishte b\u00ebr\u00eb inxhinieri p\u00ebr t\u00eb shmangur acarimin e situat\u00ebs dhe eskalimin e konfliktit?<\/p>\n<p>(Provoni t\u00eb p\u00ebrgjigjeni n\u00eb k\u00ebt\u00eb pyetje vet\u00eb para se t\u00eb lexoni m\u00eb tej).<\/p>\n<p>Nj\u00eb shk\u00ebputje teknike lirike<br \/>\nP\u00ebr t\u00eb dashuruarit pas zgjidhjeve t\u00eb mistereve dhe pyetjes \"kush \u00ebsht\u00eb vras\u00ebsi?\": problemi u d\u00ebshmua t\u00eb jet\u00eb shum\u00eb m\u00eb serioz: frgmentimi ReFS nuk vet\u00ebm q\u00eb ndikonte n\u00eb operacionet diskore, por n\u00eb disa raste rritte p\u00ebrdorimin e CPU dhe RAM deri n\u00eb dhjet\u00eb her\u00eb, dhe jo vet\u00ebm te klient\u00ebt e Veeam \u2014 t\u00eb gjith\u00eb p\u00ebrdoruesit e ReFS mund t\u00eb ndiheshin.<\/p>\n<p>Microsoft i duhej m\u00eb shum\u00eb se nj\u00eb vit me mb\u00ebshtetje nga shum\u00eb shit\u00ebs p\u00ebr t\u00eb p\u00ebrmir\u00ebsuar k\u00ebt\u00eb gabim (n\u00eb t\u00eb cilin ne shohim edhe kontributin ton\u00eb - shum\u00eb kopje u thyen mbi mb\u00ebshtetje ndaj k\u00ebtij gjiganti n\u00eb t\u00eb gjitha nivelet).<\/p>\n<p>Un\u00eb, duke iu p\u00ebrgjigjur pyetjes \u201c\u00e7far\u00eb mund t\u00eb ishte b\u00ebr\u00eb?\u201d, dua t\u00eb b\u00ebj nj\u00eb pyetje tjet\u00ebr, pyetjen p\u00ebrjet\u00ebsore: \"Kush \u00ebsht\u00eb fajtor?\"<\/p>\n<p>Nga ndjenja e solidaritetit profesional, m\u00eb vjen shum\u00eb t\u00eb them: \"Fajtor \u00ebsht\u00eb klienti\", \u2014 dhe t\u00eb filloj t\u00eb mbroj inxhinierin. Si drejtues, duke e vler\u00ebsuar vazhdimisht pun\u00ebn e inxhinier\u00ebve t\u00eb mi, shoh gabimet q\u00eb Igna b\u00ebri. Kush e ka t\u00eb drejt\u00eb?<\/p>\n<h3>Le t\u00eb shqyrtojm\u00eb gjith\u00e7ka n\u00eb rendin e duhur<\/h3>\n<p>\nKy rast \u00ebsht\u00eb shum\u00eb i ashp\u00ebr, ka m\u00eb shum\u00eb pyetje se sa p\u00ebrgjigje.<\/p>\n<p>Formalizisht Igna b\u00ebri gjith\u00e7ka mir\u00eb: <\/p>\n<ul>\n<li>ndiqte nj\u00eb nga vlerat themelore t\u00eb Veeam: Biseda nga zemra;<\/li>\n<li>i drejtohej klientit me em\u00ebr;<\/li>\n<li> sqaronte situat\u00ebn p\u00ebrpara se t\u00eb ofronte nj\u00eb zgjidhje.<\/li>\n<\/ul>\n<p>\nA mund t\u00eb kishte shmangur nj\u00eb acarim t\u00eb till\u00eb?<\/p>\n<p>Mund: t\u00eb v\u00ebrej\u00eb se Z. Santino komunikon (vet\u00ebm me ju dhe me mbiemrin), t\u00eb heq\u00eb dor\u00eb nga \"pyetjet themelore\", t\u00eb tregoj\u00eb interes p\u00ebr problemin dhe t\u00eb premtoj\u00eb t\u00eb zbuloj\u00eb n\u00ebse kjo \u00ebsht\u00eb nj\u00eb sjellje normale.<\/p>\n<p>Hapat minimale, pa pjes\u00ebn teknike - dhe ato do t\u00eb ndihmonin \"t\u00eb fiknin\" situat\u00ebn. Por edhe n\u00ebse kjo e kalon - thjesht \"mos b\u00ebni\" do t\u00eb ndihmonte pak.<\/p>\n<p>Duket e qart\u00eb: mos e merrni gabimin personalisht, mos u ofendoni nga klienti ironi (edhe n\u00ebse gjith\u00e7ka tregon nj\u00eb egocentriz\u00ebm t\u00eb lart\u00eb), mos e kaloni bised\u00ebn n\u00eb individ\u00eb, mos provokoheni... Ja sa \"nuk\", dhe jan\u00eb t\u00eb gjitha t\u00eb r\u00ebnd\u00ebsishme, dhe jan\u00eb t\u00eb gjitha p\u00ebr komunikimin.<\/p>\n<p>Po \u00e7far\u00eb me klientin? Letra shkruhen \"n\u00eb nj\u00eb stil t\u00eb lart\u00eb\", referenca t\u00eb vazhdueshme n\u00eb njohurit\u00eb e tij n\u00eb nivelin m\u00eb t\u00eb lart\u00eb, ofendime t\u00eb p\u00ebrmaskedhura dhe ofendim nga duksh\u00ebm mungesa e respektit? Po, ne mund ta lexojm\u00eb sakt\u00ebsisht k\u00ebshtu. Dhe nga ana tjet\u00ebr - a \u00ebsht\u00eb Z. Santino n\u00eb t\u00eb v\u00ebrtet\u00eb gabim n\u00eb zem\u00ebrimin e tij?<\/p>\n<p>Dhe megjithat\u00eb, \u00e7far\u00eb mund t\u00eb b\u00ebheshin nga t\u00eb dyja an\u00ebt? Un\u00eb e shoh k\u00ebt\u00eb k\u00ebshtu:<\/p>\n<p>Nga ana e inxhinierit:<\/p>\n<ul>\n<li>vler\u00ebsoni shkall\u00ebn e formalizmit t\u00eb klientit;<\/li>\n<li>ndjekini m\u00eb pak \"izolimin themelor\";<\/li>\n<li>(tani do t\u00eb jet\u00eb subjektive) lexoni m\u00eb me kujdes emalet;<\/li>\n<li>p\u00ebrgjigjuni pyetjeve, dhe jo t\u00eb devijoni nga to;<\/li>\n<li>dhe, m\u00eb n\u00eb fund, mos u provokoni dhe mos kaloni n\u00eb individ\u00eb.<\/li>\n<\/ul>\n<p>\nP\u00ebr klientin:<\/p>\n<ul>\n<li>shkruani qart\u00eb pyetjen n\u00eb let\u00ebr e par\u00eb, pa e fshehur at\u00eb n\u00eb detaje teknike (nga dialogu kjo nuk mund t\u00eb kuptohet drejtp\u00ebrdrejt, por besoni, detajet ishin t\u00eb jasht\u00ebzakonshme);<\/li>\n<li>pak m\u00eb tolerant\u00eb ndaj pyetjeve - nuk t\u00eb gjith\u00eb mendojn\u00eb n\u00eb t\u00eb nj\u00ebjt\u00ebn m\u00ebnyr\u00eb, dhe ndonj\u00ebher\u00eb \u00ebsht\u00eb e nevojshme t\u00eb pyesni shum\u00eb p\u00ebr t\u00eb kuptuar thelbin e problemit;<\/li>\n<li>ndoshta t\u00eb ndaloni d\u00ebshir\u00ebn p\u00ebr t\u00eb treguar r\u00ebnd\u00ebsin\u00eb tuaj dhe lidhjet 'n\u00eb nivel t\u00eb lart\u00eb';<\/li>\n<li>dhe, ashtu si p\u00ebr Ignan, t\u00eb shmangni kalimin n\u00eb individ\u00eb.<\/li>\n<\/ul>\n<p>\nT\u00eb p\u00ebrs\u00ebris - ky \u00ebsht\u00eb vet\u00ebm nj\u00eb vizion i imi, nj\u00eb vler\u00ebsim q\u00eb n\u00eb asnj\u00eb m\u00ebnyr\u00eb nuk \u00ebsht\u00eb rekomandim ose udh\u00ebzim \"si duhet t\u00eb jetosh dhe punosh\". Ky \u00ebsht\u00eb nj\u00eb nga m\u00ebnyrat se si mund t\u00eb shohim situat\u00ebn, dhe do t\u00eb isha i lumtur n\u00ebse do t\u00eb propozoni t\u00eb gjitha sugjerimet tuaja.<\/p>\n<p>\u042f \u043d\u0435 \u0437\u0430\u0449\u0438\u0449\u0430\u044e \u0438\u043d\u0436\u0435\u043d\u0435\u0440\u0430 \u2013 \u043e\u043d \u0441\u0430\u043c \u0441\u0435\u0431\u0435 \u0437\u043b\u043e\u0431\u043d\u044b\u0439 \u0411\u0443\u0440\u0430\u0442\u0438\u043d\u043e. \u042f \u043d\u0435 \u043e\u0431\u0432\u0438\u043d\u044f\u044e \u043a\u043b\u0438\u0435\u043d\u0442\u0430 \u2013 \u043e\u043d \u0432 \u0441\u0432\u043e\u0435\u043c \u043f\u0440\u0430\u0432\u0435 \u043e\u0431\u0449\u0430\u0442\u044c\u0441\u044f \u0442\u0430\u043a, \u043a\u0430\u043a \u0441\u0447\u0438\u0442\u0430\u0435\u0442 \u044d\u0442\u043e \u043d\u0443\u0436\u043d\u044b\u043c, \u043f\u0443\u0441\u0442\u044c \u0434\u0430\u0436\u0435 \u044d\u0442\u043e \u043e\u0431\u0449\u0435\u043d\u0438\u0435 \u0431\u043e\u043b\u044c\u0448\u0435 \u0441\u043f\u0440\u044f\u0442\u0430\u043d\u043e \u0432 \u0438\u0437\u044f\u0449\u043d\u043e\u043c \u043a\u0440\u0443\u0436\u0435\u0432\u0435 \u043f\u043e\u0447\u0442\u0438-\u0443\u0442\u043e\u043d\u0447\u0435\u043d\u043d\u043e-\u0432\u0435\u0436\u043b\u0438\u0432\u043e\u0433\u043e \u043e\u0441\u043a\u043e\u0440\u0431\u043b\u0435\u043d\u0438\u044f (\u0445\u043e\u0440\u043e\u0448\u0438\u0439 \u043e\u0431\u0440\u0430\u0437 \u0441\u043e\u0432\u0440\u0435\u043c\u0435\u043d\u043d\u043e\u0433\u043e \u0438\u0434\u0430\u043b\u044c\u0433\u043e, \u043f\u0440\u043e\u043c\u044b\u0448\u043b\u044f\u044e\u0449\u0435\u0433\u043e \u043d\u0435 \u043d\u0430\u0435\u043c\u043d\u0438\u0447\u0435\u0441\u0442\u0432\u043e\u043c \u0438 \u0432\u043e\u0439\u043d\u043e\u0439, \u0430 \u0418\u0422 \u2013 \u0445\u043e\u0442\u044f&#8230;).<\/p>\n<p>\u00abGjeta kas\u00ebn n\u00eb gur\u00bb \u2013 k\u00ebshtu mund ta p\u00ebrmbledh k\u00ebt\u00eb bised\u00eb, ose ndryshe, me fjal\u00ebt n\u00eb t\u00eb cilat un\u00eb besoj sinqerisht: \u00abn\u00eb \u00e7do konflikt zakonisht jan\u00eb t\u00eb dy pal\u00ebt t\u00eb fajtshme\u00bb.<\/p>\n<p>Mund ta themi me fjal\u00ebt e trajnerit ton\u00eb t\u00eb biznesit: \u00abkomunikimi i suksessh\u00ebm pengohet nga p\u00ebrvoja e kaluar, zakonet e komunikimit dhe p\u00ebrfytyrimet e ndryshme t\u00eb bot\u00ebs\u00bb. Mund t\u00eb p\u00ebrmendim rregullin e art\u00eb t\u00eb etik\u00ebs: \u00abSillemu me t\u00eb tjer\u00ebt ashtu si do t\u00eb d\u00ebshironim t\u00eb na silleshin neve\u00bb.<\/p>\n<p>Ose thjesht mund t\u00eb themi: n\u00eb \u00e7do komunikim gjithmon\u00eb marrin pjes\u00eb dy persona, dhe nga ana tjet\u00ebr e telefonit apo monitorit ka nj\u00eb person t\u00eb gjall\u00eb, i cili gjithashtu ndjen frik\u00eb, g\u00ebzim, trishtim ose di\u00e7ka tjet\u00ebr. Po, besohet se emocionet dhe biznesi jan\u00eb t\u00eb papajtueshme, por si mund t\u00eb ikim nga emocionet? Ato kan\u00eb qen\u00eb, jan\u00eb dhe do t\u00eb jen\u00eb, dhe madje edhe n\u00ebse jemi Sh\u00ebrbim Technik dhe zgjidhim detyra mjaft t\u00eb caktuara, puna jon\u00eb kryesore p\u00ebrkufizohet nga fjala e dyt\u00eb: \u00abmb\u00ebshtetje\u00bb.<\/p>\n<p>Mb\u00ebshtetje \u2013 kjo \u00ebsht\u00eb p\u00ebr njer\u00ebzit.<\/p>\n<p>***<\/p>\n<p>Mos e harroni, tashm\u00eb e kam shkruar dy her\u00eb se jan\u00eb t\u00eb dy t\u00eb fajtsh\u00ebm? K\u00ebshtu q\u00eb, n\u00eb fakt, konkretisht n\u00eb k\u00ebt\u00eb situat\u00eb jan\u00eb t\u00eb fajtsh\u00ebm t\u00eb gjith\u00eb tre. Pse? Pasi inxhinieri nuk \u00ebsht\u00eb nj\u00eb objekt n\u00eb vete, por nj\u00eb pjes\u00eb e sh\u00ebrbimit teknik, dhe kjo \u00ebsht\u00eb puna jon\u00eb dhe p\u00ebrgjegj\u00ebsia jon\u00eb \u2013 t\u00eb m\u00ebsojm\u00eb punonj\u00ebsin t\u00eb kaloj\u00eb n\u00ebp\u00ebr situata t\u00eb ngjashme. Ne mundohemi t\u00eb m\u00ebsojm\u00eb nga gabimet tona \u2013 dhe t'i ndihmojm\u00eb punonj\u00ebsit tan\u00eb t'i shmangen atyre.<\/p>\n<p>A mund t\u00eb shmangen gjithmon\u00eb k\u00ebto situata? Jo gjithmon\u00eb. Sa do q\u00eb Inxhinieri hipotetik t\u00eb jet\u00eb i mir\u00eb, \u201cnga ana tjet\u00ebr\u201d mund t\u00eb jet\u00eb nj\u00eb person q\u00eb do t\u00eb b\u00ebj\u00eb gjith\u00e7ka p\u00ebr t\u00eb ngjeshur situat\u00ebn.<\/p>\n<p>Por bukuria e pun\u00ebs n\u00eb Sh\u00ebrbimin Teknik Veeam, nj\u00eb nga vlerat q\u00eb ne krenojm\u00eb, \u00ebsht\u00eb puna n\u00eb ekip. \u00cbsht\u00eb shum\u00eb e r\u00ebnd\u00ebsishme t\u00eb kujtoni: \u201cNuk jeni vet\u00ebm\u201d, dhe ne b\u00ebjm\u00eb gjith\u00e7ka q\u00eb ashtu t\u00eb jet\u00eb.<\/p>\n<p>A mund t\u00eb m\u00ebsohet t\u00eb jetosh dhe t\u00eb punosh n\u00eb k\u00ebto situata? Po.<\/p>\n<p>Ne dim\u00eb, e duam, praktikojm\u00eb \u2013 p\u00ebr k\u00ebt\u00eb e kemi nd\u00ebrtuar formimin ton\u00eb t\u00eb brendsh\u00ebm dhe vazhdojm\u00eb ta p\u00ebrmir\u00ebsojm\u00eb dhe ndreqim. N\u00eb dy vjet e gjysm\u00eb q\u00eb kaluan nga situata e p\u00ebrshkruar, kemi punuar shum\u00eb mbi programin ton\u00eb t\u00eb trajnimit \u2013 dhe tani aktivisht p\u00ebrdorim raste, modelojm\u00eb situata, grumbullojm\u00eb dhe gjithmon\u00eb kthehemi n\u00eb gabimet tona dhe shqyrtojm\u00eb nuancat e komunikimit.<\/p>\n<p>Ne besojm\u00eb se ekipi yn\u00eb tani del \u201cn\u00eb terren\u201d shum\u00eb m\u00eb i p\u00ebrgatitur p\u00ebr \u00e7do situat\u00eb, dhe n\u00ebse gjendet ndonj\u00eb gj\u00eb p\u00ebr t\u00eb cil\u00ebn ata nuk jan\u00eb t\u00eb gatshme \u2013 ne jemi pran\u00eb dhe t\u00eb gatsh\u00ebm p\u00ebr t\u00eb ndihmuar, dhe m\u00eb pas p\u00ebr t\u00eb shtuar kursin ton\u00eb me raste t\u00eb reja.<\/p>\n<p>Dhe kjo shp\u00ebrblehet. Ja nj\u00eb shembull, komenti i nj\u00ebrit nga klient\u00ebt tan\u00eb p\u00ebr pun\u00ebn ton\u00eb:<\/p>\n<p><i>\u201cNe kemi punuar n\u00eb industrin\u00eb e IT p\u00ebr m\u00eb shum\u00eb se 20 vjet, dhe t\u00eb gjith\u00eb bien dakord se asnj\u00eb furnizues nuk ofron nivelin e mb\u00ebshtetjes teknike q\u00eb ofron Veeam. \u00cbsht\u00eb nj\u00eb k\u00ebnaq\u00ebsi t\u00eb flas\u00ebsh me stafin teknik t\u00eb Veeam sepse jan\u00eb t\u00eb ditur dhe zgjidhin problemet shpejt. Mb\u00ebshtetje nuk duhet kurr\u00eb t\u00eb n\u00ebnvler\u00ebsohet. \u00cbsht\u00eb nj\u00eb mas\u00eb e p\u00ebrkushtimit dhe suksesi t\u00eb nj\u00eb kompanie. Veeam \u00ebsht\u00eb numri 1 p\u00ebr mb\u00ebshtetje.\u201d <\/i><\/p>\n<p><i>\u201cNe punojm\u00eb n\u00eb industrin\u00eb e IT p\u00ebr m\u00eb shum\u00eb se 20 vjet, dhe ne pohojm\u00eb se asnj\u00eb tjet\u00ebr ofrues nuk ofron nj\u00eb nivel t\u00eb till\u00eb mb\u00ebshtetje teknike si Veeam. \u00cbsht\u00eb nj\u00eb k\u00ebnaq\u00ebsi t\u00eb punosh me inxhinier\u00ebt e Veeam, pasi ata e njohin pun\u00ebn e tyre dhe mund t\u00eb zgjidhin problemet shpejt. Mb\u00ebshtetja teknike nuk duhet kurr\u00eb t\u00eb n\u00ebnvler\u00ebsohet. Ajo \u00ebsht\u00eb nj\u00eb shenj\u00eb e sa p\u00ebrgjegj\u00ebse dhe e suksesshme \u00ebsht\u00eb nj\u00eb kompani. Veeam ka mb\u00ebshtetje t\u00eb par\u00eb.\u201d<\/i><\/p>\n<p>***<\/p>\n<p>\u00c7do komunikim \u00ebsht\u00eb nj\u00eb fush\u00eb eksperimenti, gabimesh, dua ta pranojm\u00eb apo jo. Dhe mendimi im \u00ebsht\u00eb se gabimi \u00ebsht\u00eb normal, madje, thirrja ime do t\u00eb ishte: gabohuni! Nuk ka r\u00ebnd\u00ebsi n\u00ebse keni b\u00ebr\u00eb nj\u00eb gabim, por n\u00ebse keni m\u00ebsuar t\u00eb vendosni k\u00ebmb\u00ebn tuaj fort.<\/p>\n<p>Ndonj\u00ebher\u00eb \u00ebsht\u00eb e v\u00ebshtir\u00eb t\u00eb kap\u00ebsh veten dhe t\u00eb mbash mend t\u00eb gjitha udh\u00ebzimet dhe recetat q\u00eb ndahen bujarisht nga \u201cguru\u201d t\u00eb komunikimit me klient\u00ebt ose koleg\u00eb me p\u00ebrvoj\u00eb. M\u00eb e leht\u00eb \u00ebsht\u00eb shpesh t\u00eb kujtojm\u00eb: \u201cpo flas me nj\u00eb Njeri\u201d.<\/p>\n<p>***<\/p>\n<p>Nuk e k\u00ebrkoj standardin m\u00eb t\u00eb lart\u00eb t\u00eb njohurive ose cil\u00ebsin\u00eb e ve\u00e7ant\u00eb n\u00eb komunikimin me klient\u00ebt. Lista e gabimeve t\u00eb mia do t\u00eb mjaftonte p\u00ebr nj\u00eb lib\u00ebr t\u00eb plot\u00eb.<\/p>\n<p>Q\u00ebllimi q\u00eb kam vendosur p\u00ebr vete: t\u00eb tregoj se si mund t\u00eb jet\u00eb n\u00eb Sh\u00ebrbimin Teknik dhe t\u00eb nxis nj\u00eb diskutim mbi at\u00eb se \u00e7far\u00eb mund t\u00eb konsiderohet e pranueshme n\u00eb raste t\u00eb tilla dhe \u00e7far\u00eb jo.<\/p>\n<p>\u00c7far\u00eb mendoni?<br \/>\n<br \/>Burimi: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/veeam\/blog\/463307\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u041f\u043e\u0440\u043e\u0439 \u043f\u0435\u0440\u0435\u0434 \u0438\u043d\u0436\u0435\u043d\u0435\u0440\u043e\u043c \u0442\u0435\u0445\u043d\u0438\u0447\u0435\u0441\u043a\u043e\u0439 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u0441\u0442\u043e\u0438\u0442 \u043d\u0435\u043b\u0435\u0433\u043a\u0438\u0439 \u0432\u044b\u0431\u043e\u0440: \u043f\u0440\u0438\u043c\u0435\u043d\u0438\u0442\u044c \u043c\u043e\u0434\u0435\u043b\u044c \u0434\u0438\u0430\u043b\u043e\u0433\u0430 \u201c\u041c\u044b \u2014 \u0437\u0430 \u0432\u044b\u0441\u043e\u043a\u0443\u044e \u043a\u0443\u043b\u044c\u0442\u0443\u0440\u0443 \u043e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u043d\u0438\u044f!\u201d \u0438\u043b\u0438 \u201c\u041d\u0430\u0436\u043c\u0438 \u043d\u0430 \u043a\u043d\u043e\u043f\u043a\u0443 \u2014 \u043f\u043e\u043b\u0443\u0447\u0438\u0448\u044c \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u201d? \u2026\u041d\u0430\u0434\u043b\u043e\u043c\u0438\u0432 \u043a\u0440\u044b\u043b\u043e \u0438\u0437 \u0432\u0430\u0442\u044b, \u041b\u044f\u0436\u0435\u043c \u0432 \u043e\u0431\u043b\u0430\u043a\u0430, \u043a\u0430\u043a \u0432 \u0441\u043a\u043b\u0435\u043f\u044b. \u041c\u044b, \u043f\u043e\u044d\u0442\u044b, \u0440\u0435\u0434\u043a\u043e \u0441\u0432\u044f\u0442\u044b, \u041c\u044b, \u043f\u043e\u044d\u0442\u044b, \u0447\u0430\u0441\u0442\u043e \u0441\u043b\u0435\u043f\u044b. (\u041e\u043b\u0435\u0433 \u041b\u0430\u0434\u044b\u0436\u0435\u043d\u0441\u043a\u0438\u0439) \u0420\u0430\u0431\u043e\u0442\u0430 \u0432 \u0422\u0435\u0445\u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0435 \u2014 \u044d\u0442\u043e \u043d\u0435 \u0442\u043e\u043b\u044c\u043a\u043e \u0441\u043c\u0435\u0448\u043d\u044b\u0435 \u0431\u0430\u0439\u043a\u0438 \u043f\u0440\u043e \u0441\u0430\u043c\u043e\u043f\u0440\u044b\u0433\u0430\u044e\u0449\u0435\u0435 [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":27836,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-37126","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.0.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u041f\u043e\u0440\u043e\u0439 \u043f\u0435\u0440\u0435\u0434 \u0438\u043d\u0436\u0435\u043d\u0435\u0440\u043e\u043c \u0442\u0435\u0445\u043d\u0438\u0447\u0435\u0441\u043a\u043e\u0439 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u0441\u0442\u043e\u0438\u0442 \u043d\u0435\u043b\u0435\u0433\u043a\u0438\u0439 \u0432\u044b\u0431\u043e\u0440: \u043f\u0440\u0438\u043c\u0435\u043d\u0438\u0442\u044c \u043c\u043e\u0434\u0435\u043b\u044c \u0434\u0438\u0430\u043b\u043e\u0433\u0430 \u201c\u041c\u044b \u2014 \u0437\u0430 \u0432\u044b\u0441\u043e\u043a\u0443\u044e \u043a\u0443\u043b\u044c\u0442\u0443\u0440\u0443 \u043e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u043d\u0438\u044f!\u201d \u0438\u043b\u0438 \u201c\u041d\u0430\u0436\u043c\u0438 \u043d\u0430 \u043a\u043d\u043e\u043f\u043a\u0443 \u2014 \u043f\u043e\u043b\u0443\u0447\u0438\u0448\u044c \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u201d? \u2026\u041d\u0430\u0434\u043b\u043e\u043c\u0438\u0432 \u043a\u0440\u044b\u043b\u043e \u0438\u0437 \u0432\u0430\u0442\u044b, \u041b\u044f\u0436\u0435\u043c \u0432 \u043e\u0431\u043b\u0430\u043a\u0430, \u043a\u0430\u043a \u0432 \u0441\u043a\u043b\u0435\u043f\u044b. \u041c\u044b, \u043f\u043e\u044d\u0442\u044b, \u0440\u0435\u0434\u043a\u043e \u0441\u0432\u044f\u0442\u044b, \u041c\u044b, \u043f\u043e\u044d\u0442\u044b, \u0447\u0430\u0441\u0442\u043e \u0441\u043b\u0435\u043f\u044b. 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Ne, poet\u00ebt, rrall\u00eb jemi t\u00eb shenjt\u00eb, Ne, poet\u00ebt, shpesh jemi t\u00eb verb\u00ebr. 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