{"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 mbi komunikimin me nj\u00eb klient \u201ct\u00eb v\u00ebshtir\u00eb\u201d","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p><img decoding=\"async\" alt=\"Analiza e rastit mbi komunikimin me nj\u00eb klient \u201ct\u00eb v\u00ebshtir\u00eb\u201d\" 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 ka nj\u00eb zgjedhje t\u00eb v\u00ebshtir\u00eb: t\u00eb aplikoj\u00eb modelin e dialogut \"Ne jemi p\u00ebr nj\u00eb kultur\u00eb t\u00eb lart\u00eb sh\u00ebrbimi!\" apo \"Shto n\u00eb butonin \u2013 merr rezultatin\"?<\/i><\/p>\n<blockquote><p>...Kurdoh\u00ebt nj\u00eb krah nga pambuku,<br \/>\nT\u00eb bjer\u00eb n\u00eb ret\u00eb, si n\u00eb varreza.<br \/>\nNe, poet\u00ebt, rrall\u00eb jemi t\u00eb shenjt\u00eb,<br \/>\nNe, poet\u00ebt, shpesh jemi t\u00eb verb\u00ebr.<br \/>\n(Oleg Ladyzhensky)<\/p><\/blockquote>\n<p><noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nPuna n\u00eb mb\u00ebshtetje teknike nuk \u00ebsht\u00eb vet\u00ebm histori t\u00eb qeshura p\u00ebr koh\u00ebn q\u00eb fluturon vetvetiu dhe nj\u00ebtrajt\u00ebsit\u00eb GPS, dhe madje as thjesht nj\u00eb enigm\u00eb n\u00eb stilin e Hercule Poirot. <\/p>\n<p>Mb\u00ebshtetja teknike, para s\u00eb gjithash, \u00ebsht\u00eb komunikim, dhe komunikimi n\u00ebnkupton njer\u00ebz, dhe midis klient\u00ebve tan\u00eb ka karaktere shum\u00eb t\u00eb ndryshme:<\/p>\n<ul>\n<li> Nj\u00eb gjerman q\u00eb punon nga kafeneja p\u00ebrball\u00eb zyr\u00ebs s\u00eb tij n\u00eb Berlin, zot\u00ebruese e durimit v\u00ebrtet nordik, qet\u00ebsis\u00eb perfekte, nj\u00eb rrjeti t\u00eb menduar me kujdes, nj\u00eb parku t\u00eb gjer\u00eb <a class=\"wpil_keyword_link\" href=\"https:\/\/prohoster.info\/sq\/server\/\"   title=\"server\u00ebsh\" data-wpil-keyword-link=\"linked\"  data-wpil-monitor-id=\"1349\">server\u00ebsh<\/a> dhe aft\u00ebsive kognitive p\u00ebr ta konfiguruar dhe mbajtur gjith\u00e7ka n\u00eb A+. K\u00ebrkesat prej tij zakonisht shkaktojn\u00eb nj\u00eb reagim t\u00eb till\u00eb si pelmishka e fundit n\u00eb nj\u00eb pjat\u00eb n\u00eb nj\u00eb kompani t\u00eb madhe dhe drita e fikur n\u00eb momentin e pap\u00ebrshtatsh\u00ebm.<\/li>\n<li>Nj\u00eb britanik, i cili n\u00eb pes\u00eb vitet e fundit ka ndryshuar dy kompani, por jo stilin e pun\u00ebs me mb\u00ebshtetje. Nga rastet e tij ikin si nga kolera, ose i marrin, duke parashikuar t\u00eb gjith\u00eb \"bukurin\u00eb\" e pun\u00ebs me k\u00ebt\u00eb person, sepse ai mund t\u00eb heq\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), ushtron presion mbi inxhinjer\u00ebt dhe menaxhimentin p\u00ebr \u00e7\u00ebshtje t\u00eb vogla dhe, n\u00eb fund, ashtu si papritur mbyll rastet me komentarin \"DUPLIKAT\". <\/li>\n<li>Nj\u00eb indian me nj\u00eb mbiem\u00ebr shum\u00eb t\u00eb gjat\u00eb dhe t\u00eb pazakont\u00eb, q\u00eb hedh posht\u00eb t\u00eb gjitha mitet p\u00ebr IT-indian: i sjellsh\u00ebm, i qet\u00eb, kompetent, lexon dokumentacionin, d\u00ebgjon k\u00ebshillat e inxhinierit dhe gjithmon\u00eb e b\u00ebn vet\u00eb gjith\u00e7ka, zot\u00ebron nj\u00eb turban t\u00eb mrekulluesh\u00ebm (po, ne e gjet\u00ebm n\u00eb Facebook) dhe nj\u00eb shqiptim t\u00eb p\u00ebrkryer n\u00eb Oxford. <\/li>\n<\/ul>\n<p>\nT\u00eb till\u00eb \"klient\u00eb em\u00ebror\u00eb\" \u00e7do inxhinier mund t\u00eb kujtoj\u00eb pes\u00eb njer\u00ebz, pa u menduar shum\u00eb. Disa prej tyre i trembim t\u00eb rinjt\u00eb tan\u00eb (\u00abn\u00ebse ke sjellje t\u00eb keqe n\u00eb lab \u2013 vjen babayka dhe!..\u00bb), disa mburremi (\u00abdhe un\u00eb kam mbyllur tashm\u00eb 5 k\u00ebrkesa nga N.\u00bb). Dhe shpesh ne madje e kujtojm\u00eb dhe e kuptojm\u00eb se shembujt pozitiv\u00eb dhe negativ\u00eb jan\u00eb vet\u00ebm percepcioni yn\u00eb, dhe ai vjen nga komunikimi, nga ne me klient\u00ebt dhe klient\u00ebt me ne.<\/p>\n<p>Dhe ky komunikim \u00ebsht\u00eb shum\u00eb i ndrysh\u00ebm.<\/p>\n<p>Nj\u00eb her\u00eb kemi shkruar p\u00ebr <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/veeam\/blog\/252019\/\">\u00abdemon\u00ebt\u00bb q\u00eb pengojn\u00eb inxhinier\u00ebt t\u00eb punojn\u00eb me klient\u00ebt<\/a><\/noindex>, dhe tani dua t\u00eb tregoj se si ndodhin k\u00ebto, me nj\u00eb shembull t\u00eb gjall\u00eb.<\/p>\n<p>Ja nj\u00eb shembull dy vjet m\u00eb par\u00eb: reagimi i klientit ndaj hapave \u00abtradicional\u00eb\u00bb t\u00eb zgjidhjes s\u00eb problemeve nga inxhinieri dhe reagimi i inxhinierit ndaj stilit t\u00eb t\u00eb folurit t\u00eb klientit.<\/p>\n<h3>Rasti mbi fragmentimin<\/h3>\n<p>\nPra, rasti: nj\u00eb klient shum\u00eb i kualifikuar dhe teknikisht i aft\u00eb hap nj\u00eb k\u00ebrkes\u00eb n\u00eb mb\u00ebshtetje dhe b\u00ebn nj\u00eb pyetje t\u00eb drejtp\u00ebrdrejt\u00eb, duke dh\u00ebn\u00eb shum\u00eb detaje p\u00ebr t\u00eb p\u00ebrshkruar situat\u00ebn.<\/p>\n<p>Mora guximin ta riformulloj bised\u00ebn n\u00eb nj\u00eb dialog, duke ruajtur ve\u00e7orit\u00eb stilistike.<\/p>\n<p><i>Klienti (K): \u2014 Mir\u00ebdita, zot\u00ebri. M\u00eb quajn\u00eb Marko Santino, ne e kemi ndjekur best practices tuaj dhe kemi instaluar teknologjin\u00eb m\u00eb t\u00eb re, t\u00eb rekomanduar nga ju, 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, ju lutem?<\/p>\n<p>Inxhinieri (I): \u2014 P\u00ebrsh\u00ebndetje, Marko! M\u00eb quajn\u00eb Ignat, dhe do t'ju ndihmoj. A ndodh kjo gjithmon\u00eb? E keni provuar t\u00eb defragmentoni?<\/p>\n<p>(K): \u2014 I nderuar Ignat! Po, kjo ndodh gjithmon\u00eb. E kemi provuar t\u00eb defragmentojm\u00eb, por, fatkeq\u00ebsisht, kjo merr shum\u00eb koh\u00eb gjat\u00eb nj\u00eb q\u00ebndrimi t\u00eb plot\u00eb t\u00eb sistemit, dhe k\u00ebshtu q\u00eb nuk \u00ebsht\u00eb e mundur.<\/p>\n<p>(I): \u2014 D\u00ebgjo, por un\u00eb nuk mund ta gjej k\u00ebt\u00eb best practices. Ku e gjet\u00ebt ju? Dhe, ndoshta, do t\u00eb ishte mir\u00eb t\u00eb b\u00ebni defragmentimin, a?<\/p>\n<p>(K): \u2014 I nderuar Ignat! Duke e kuptuar se nuk e merrni seriozisht problemin ton\u00eb dhe duke u p\u00ebrmbajtur me v\u00ebshtir\u00ebsi nga nj\u00eb p\u00ebrgjigje t\u00eb drejtp\u00ebrdrejt\u00eb, por jo politikisht korrekte, do t\u00eb p\u00ebrpiqemi t\u00eb ju p\u00ebrgjigjemi. Ne nuk kemi p\u00ebrvoj\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 p\u00ebr t\u00eb na ndri\u00e7uar. Best Practices na i kan\u00eb dh\u00ebn\u00eb Menaxher\u00ebt tuaj t\u00eb Produkteve gjat\u00eb nj\u00eb darke n\u00eb Barcelon\u00eb, dhe ju kam d\u00ebrguar nj\u00eb lidhje p\u00ebr to. Ne, Ivan, po ju pyesim drejtp\u00ebrdrejt: \u00ebsht\u00eb kjo situat\u00eb normale? N\u00ebse nuk keni d\u00ebshir\u00eb t\u00eb bisedoni me ne, ju lutemi, 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 best practices. M\u00eb duhen log-e, dhe do t'ia kaloj problemin nj\u00eb inxhinieri tjet\u00ebr. M\u00eb lejoni t'ju them k\u00ebt\u00eb: n\u00ebse e shihni fragmentimin dhe nuk e defragmentoni \u2014 kjo \u00ebsht\u00eb budallall\u00ebk dhe e pap\u00ebrgjegjshme. Dhe gjithashtu, si arrit\u00ebt ta ngat\u00ebrrosh emrin fisnik \"Ignat\" dhe t\u00eb m\u00eb quani Ivan? <\/p>\n<p>(K): \u2014 Mjaft! Un\u00eb, Ignat, nuk jam v\u00eblla, as mik, q\u00eb t\u00eb m\u00eb th\u00ebrrisni me em\u00ebr, prandaj lutem drejtojuni me G. Santino! N\u00ebse nuk mund t\u00eb gjeni dokumentin, nuk po ja dilni me nj\u00eb detyr\u00eb kaq t\u00eb thjesht\u00eb, at\u00ebher\u00eb ose jepuni dor\u00ebheqjen nga kompania, ose pyesni autorin e tij, ai q\u00eb na e dor\u00ebzoi k\u00ebt\u00eb dokument! Sa p\u00ebr log\u00ebt, ne nuk mund t'ju japim ato pa nj\u00eb miratim t\u00eb ve\u00e7ant\u00eb, pasi punojm\u00eb me dokumente sekrete. Indinjata juaj p\u00ebr gabimin tim tregon injoranc\u00ebn dhe mosp\u00ebrshtatjen tuaj. M\u00eb vjen shum\u00eb keq p\u00ebr ju. Dhe e fundit: n\u00ebse ne themi se \u201ckemi provuar t\u00eb b\u00ebjm\u00eb defragmentimin\u201d dhe kjo \u201c\u00ebsht\u00eb e pamundur\u201d, do t\u00eb thot\u00eb se ne kemi provuar dhe kjo \u00ebsht\u00eb e pamundur. Ignat, ju lutem, ndaloni s\u00eb vuajturi me palidhje dhe merruni me pun\u00ebn tuaj\u2014ose na jepni nj\u00eb p\u00ebrgjigje, ose gjeni at\u00eb q\u00eb na jep p\u00ebrgjigjen!<\/i><\/p>\n<p>Pas k\u00ebsaj, k\u00ebrkesa u transferua n\u00eb nj\u00eb nivel m\u00eb lart, ku vdiq\u2014klienti nuk e ofroi logun, testimi i plot\u00eb nuk dha asgj\u00eb dhe problemi thjesht nuk mund t\u00eb konfirmohej.<\/p>\n<p>Pyetja: \u00e7far\u00eb mund t\u00eb kishte b\u00ebr\u00eb inxhinieri p\u00ebr t\u00eb shmangur intensifikimin e pasioneve dhe eskalimin e konfliktit?<\/p>\n<p>(Provoni t\u00eb p\u00ebrgjigjeni n\u00eb k\u00ebt\u00eb pyetje vet\u00eb p\u00ebrpara se t\u00eb vazhdoni t\u00eb lexoni).<\/p>\n<p>Nj\u00eb devijim teknik liriko<br \/>\nP\u00ebr ata q\u00eb p\u00eblqejn\u00eb zgjidhjen e mistereve dhe p\u00ebrgjigjen n\u00eb pyetjen \"kush \u00ebsht\u00eb vras\u00ebsi?\": problemi ishte shum\u00eb m\u00eb serioz: fragmentimi i ReFS jo vet\u00ebm q\u00eb kishte ndikim n\u00eb operacionet diskike, por n\u00eb disa raste rrisnin konsumimin e CPU dhe RAM deri n\u00eb dhjet\u00eb her\u00eb, dhe jo vet\u00ebm tek klient\u00ebt e Veeam \u2013 t\u00eb gjith\u00eb p\u00ebrdoruesit e ReFS mund t\u00eb vuajn\u00eb.<\/p>\n<p>Microsoft i duhej m\u00eb shum\u00eb se nj\u00eb vit, me mb\u00ebshtetje nga shum\u00eb furnizues, p\u00ebr t\u00eb korrigjuar k\u00ebt\u00eb gabim (n\u00eb t\u00eb cilin ne shohim edhe merit\u00ebn ton\u00eb \u2013 jan\u00eb thyer shum\u00eb kopje mbi mb\u00ebshtetje t\u00eb k\u00ebtij gjigandi n\u00eb t\u00eb gjitha nivelet).<\/p>\n<p>Un\u00eb, duke iu p\u00ebrgjigjur pyetjes \"\u00e7far\u00eb mund t\u00eb ishte b\u00ebr\u00eb?\", dua t\u00eb b\u00ebj nj\u00eb pyetje tjet\u00ebr, t\u00eb p\u00ebrjetshme: \"Kush \u00ebsht\u00eb fajtor?\"<\/p>\n<p>Nga solidaritet profesional, shum\u00eb do t\u00eb doja t\u00eb thosha: \"Fajtorin \u00ebsht\u00eb klienti\", \u2014 dhe t\u00eb filloj t\u00eb mbroj inxhinierin. Si drejtues, q\u00eb vazhdimisht vler\u00ebsoj pun\u00ebn e inxhinier\u00ebve t\u00eb mi, shoh gabime q\u00eb Ignat ka b\u00ebr\u00eb. Kush \u00ebsht\u00eb n\u00eb t\u00eb drejt\u00eb?<\/p>\n<h3>T\u00eb shohim gjith\u00e7ka sipas rendit<\/h3>\n<p>\nKy rast \u00ebsht\u00eb shum\u00eb i ashp\u00ebr, ka m\u00eb shum\u00eb pyetje sesa p\u00ebrgjigje.<\/p>\n<p>Formalish, Ignat e b\u00ebri gjith\u00e7ka mjaft mir\u00eb: <\/p>\n<ul>\n<li>ndiqte nj\u00eb nga vlerat bazike t\u00eb Veeam: Biseda nga zemra;<\/li>\n<li>u drejtua klientit me em\u00ebr;<\/li>\n<li> sqaroi situat\u00ebn p\u00ebrpara se t\u00eb ofronte nj\u00eb zgjidhje.<\/li>\n<\/ul>\n<p>\nA mund t\u00eb kishte shmangur nj\u00eb p\u00ebrplasje t\u00eb till\u00eb?<\/p>\n<p>Po: mund t\u00eb v\u00ebrej\u00eb se z. Santino komunikon (vet\u00ebm me Ju dhe me mbiemrin), t\u00eb heq\u00eb dor\u00eb nga \"pyetje bazike\", 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 ata tashm\u00eb do t\u00eb kishin ndihmuar \"t\u00eb shuajn\u00eb\" situat\u00ebn. Por edhe n\u00ebse kjo \u00ebsht\u00eb humbur - thjesht \"mos t\u00eb b\u00ebsh\" do t\u00eb kishte ndihmuar pak.<\/p>\n<p>Duket e qart\u00eb: t\u00eb mos e marr\u00ebsh nj\u00eb gabim shtypi p\u00ebr vete, t\u00eb mos ofendohesh nga nj\u00eb klient ironik (edhe n\u00ebse gjith\u00e7ka flet p\u00ebr nj\u00eb egon t\u00eb tepruar), t\u00eb mos e transferosh bised\u00ebn n\u00eb personal, t\u00eb mos biesh n\u00eb provokime... K\u00ebtu ka kaq shum\u00eb \"mos\", dhe t\u00eb gjith\u00eb jan\u00eb t\u00eb r\u00ebnd\u00ebsish\u00ebm, dhe t\u00eb gjith\u00eb flasin p\u00ebr komunikimin.<\/p>\n<p>Po \u00e7far\u00eb ndodhi me klientin? E-mailet jan\u00eb shkruar \"n\u00eb stil t\u00eb lart\u00eb\", p\u00ebrmendje t\u00eb vazhdueshme t\u00eb njohjeve t\u00eb veta n\u00eb maj\u00eb, ofendime t\u00eb maskuara dhe inat nga dukja e munges\u00ebs s\u00eb respektit? Po, ne mund ta kuptojm\u00eb k\u00ebt\u00eb pik\u00ebrisht k\u00ebshtu. Edhe nga ana tjet\u00ebr - a \u00ebsht\u00eb z. Santino n\u00eb t\u00eb v\u00ebrtet\u00eb i gabuar n\u00eb zem\u00ebrimin e tij?<\/p>\n<p>Megjithat\u00eb, \u00e7far\u00eb mund t\u00eb ishte b\u00ebr\u00eb nga t\u00eb dyja pal\u00ebt? Un\u00eb e shoh k\u00ebshtu:<\/p>\n<p>Nga ana e inxhinierit:<\/p>\n<ul>\n<li>t\u00eb vler\u00ebsoj\u00eb shkall\u00ebn e formalizmit t\u00eb klientit;<\/li>\n<li>t\u00eb ndjek\u00eb m\u00eb pak \"izolimin bazik\";<\/li>\n<li>(tani do t\u00eb jet\u00eb subjektiv) t\u00eb lexoj\u00eb e-mailet m\u00eb me kujdes;<\/li>\n<li>t\u00eb p\u00ebrgjigjet n\u00eb pyetje, e jo t\u00eb shmang\u00eb ato;<\/li>\n<li>dhe, p\u00ebrfundimisht, t\u00eb mos bjer\u00eb n\u00eb provokime dhe t\u00eb mos kaloj\u00eb n\u00eb personal.<\/li>\n<\/ul>\n<p>\nNd\u00ebrsa klienti:<\/p>\n<ul>\n<li>t\u00eb sqaroj\u00eb qart\u00eb pyetjen n\u00eb e-mailin e par\u00eb, pa e fshehur at\u00eb n\u00eb detajet teknike (nuk \u00ebsht\u00eb e drejtp\u00ebrdrejt\u00eb nga dialogu, por m\u00eb besoni, detajimi ishte mahnit\u00ebs);<\/li>\n<li>t\u00eb jet\u00eb pak m\u00eb tolerant ndaj pyetjeve - jo t\u00eb gjith\u00eb mendojn\u00eb nj\u00ebsoj, dhe nganj\u00ebher\u00eb duhet t\u00eb pyes\u00ebsh shum\u00eb p\u00ebr t\u00eb kuptuar thelbin e problemit;<\/li>\n<li>ndoshta t\u00eb frenoj\u00eb d\u00ebshir\u00ebn p\u00ebr t\u00eb treguar r\u00ebnd\u00ebsin\u00eb dhe njohjet \"n\u00eb nivelin m\u00eb t\u00eb lart\u00eb\";<\/li>\n<li>dhe, si p\u00ebr Ignatin - t\u00eb shmang\u00eb kalimin n\u00eb personal.<\/li>\n<\/ul>\n<p>\nP\u00ebrs\u00ebris - kjo \u00ebsht\u00eb vet\u00ebm vizioni im, vler\u00ebsimi im, i cili n\u00eb asnj\u00eb m\u00ebnyr\u00eb nuk \u00ebsht\u00eb rekomandime apo udh\u00ebzime \"si duhet t\u00eb jetosh dhe punosh\". Kjo \u00ebsht\u00eb nj\u00eb nga mund\u00ebsit\u00eb se si mund t\u00eb shohim situat\u00ebn, dhe do t\u00eb isha i lumtur n\u00ebse do t\u00eb ofronit mendimet tuaja.<\/p>\n<p>Nuk po mbroj inxhinierin - ai \u00ebsht\u00eb nj\u00eb Buraqino i eg\u00ebr p\u00ebr vete. Nuk po akuzoj klientin - ai ka t\u00eb drejt\u00eb t\u00eb komunikoj\u00eb ashtu si\u00e7 e sheh t\u00eb arsyeshme, madje edhe n\u00ebse ky komunikim \u00ebsht\u00eb m\u00eb shum\u00eb i fshehur n\u00eb nj\u00eb lidhje delikate t\u00eb nj\u00eb fyerjeje pothuajse t\u00eb rafinuar (nj\u00eb imazh i mir\u00eb i nj\u00eb idalgu modern, q\u00eb nuk merret me mercenariz\u00ebm dhe luft\u00eb, por me IT - megjithat\u00eb...).<\/p>\n<p>\u00abGjeta kos\u00ebn n\u00eb gur\u00bb \u2013 pik\u00ebrisht k\u00ebshtu mund ta p\u00ebrmbledh k\u00ebt\u00eb bised\u00eb, ose madje t\u00eb shprehem ndryshe, n\u00eb t\u00eb v\u00ebrtet\u00ebn e t\u00eb cil\u00ebs besoj sinqerisht: \u00abn\u00eb \u00e7do konflikt zakonisht jan\u00eb fajtor\u00eb t\u00eb dy\u00bb.<\/p>\n<p>Mund t\u00eb them me fjal\u00ebt e trajnerit ton\u00eb t\u00eb biznesit: \u00abkomunikimi i suksessh\u00ebm pengohet nga p\u00ebrvoja e kaluar, zakonet e komunikimit dhe pamjet e ndryshme t\u00eb bot\u00ebs\u00bb. Mund t\u00eb kujtojm\u00eb rregullin e art\u00eb t\u00eb moralit: \u00abB\u00ebj me t\u00eb tjer\u00ebt ashtu si do t\u00eb doje q\u00eb ata t\u00eb b\u00ebnin me ty\u00bb.<\/p>\n<p>Ose mund ta themi thjesht: n\u00eb \u00e7do komunikim gjithmon\u00eb marrin pjes\u00eb dy persona, dhe nga ana tjet\u00ebr e telefonit ose monitorit je ti \u2013 nj\u00eb njeri i gjall\u00eb, i cili gjithashtu ndjen frik\u00eb, g\u00ebzim, hidh\u00ebrim ose di\u00e7ka tjet\u00ebr. Po, \u00ebsht\u00eb e njohur se emocionet dhe biznesi jan\u00eb t\u00eb papajtueshme, por ku mund t\u00eb shkojm\u00eb nga emocionet? Ato kan\u00eb qen\u00eb, jan\u00eb dhe do t\u00eb jen\u00eb, dhe madje edhe n\u00ebse ne jemi Sh\u00ebrbimi Teknik dhe zgjidhim detyra t\u00eb caktuara, puna jon\u00eb kryesore p\u00ebrcaktohet 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>A e mbani mend, e kam shkruar dy her\u00eb q\u00eb jan\u00eb fajtor\u00eb dy? Pra, n\u00eb realitet p\u00ebrtej k\u00ebsaj \u2013 konkretisht n\u00eb k\u00ebt\u00eb situat\u00eb, jan\u00eb fajtor\u00eb t\u00eb tre. Pse? Sepse inxhinieri nuk \u00ebsht\u00eb nj\u00eb gj\u00eb n\u00eb vetvete, 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 p\u00ebrmes situatave t\u00eb ngjashme. Ne p\u00ebrpiqemi t\u00eb m\u00ebsojm\u00eb nga gabimet tona \u2013 dhe t\u00eb ndihmojm\u00eb punonj\u00ebsit tan\u00eb t'i shmangen atyre.<\/p>\n<p>A \u00ebsht\u00eb gjithmon\u00eb e mundur t\u00eb shmangen k\u00ebto situata? Jo gjithmon\u00eb. Sa i mir\u00eb t\u00eb jet\u00eb inxhinieri hipotetik Ignat, \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 ngrohur situat\u00ebn.<\/p>\n<p>Por bukuria e pun\u00ebs n\u00eb Sh\u00ebrbimin Teknik t\u00eb Veeam, nj\u00eb nga vlerat me t\u00eb cilat jemi krenar\u00eb \u2013 \u00ebsht\u00eb puna n\u00eb ekip. \u00cbsht\u00eb shum\u00eb e r\u00ebnd\u00ebsishme t\u00eb kujtojm\u00eb: \u201cNuk je vet\u00ebm\u201d, \u2013 dhe ne b\u00ebjm\u00eb gjith\u00e7ka q\u00eb t\u00eb jet\u00eb k\u00ebshtu.<\/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>E dim\u00eb, e duam, e praktikojm\u00eb \u2014 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 t'i jepim form\u00eb. Gjat\u00eb dy viteve e gjysm\u00eb q\u00eb kan\u00eb kaluar nga situata e p\u00ebrshkruar, kemi punuar seriozisht n\u00eb programin ton\u00eb t\u00eb trajnimit \u2014 dhe tani aktivisht p\u00ebrdorim raste, modelojm\u00eb situata, grumbullojm\u00eb dhe gjithmon\u00eb kthehemi te gabimet tona dhe analizojm\u00eb nuancat e komunikimit.<\/p>\n<p>Ne besojm\u00eb se djemt\u00eb tan\u00eb tani dalin \u201cn\u00eb terren\u201d shum\u00eb m\u00eb t\u00eb p\u00ebrgatitur p\u00ebr \u00e7do situat\u00eb, dhe n\u00ebse ndodh di\u00e7ka p\u00ebr t\u00eb cil\u00ebn ata nuk jan\u00eb t\u00eb p\u00ebrgatitur \u2014 ne jemi k\u00ebtu dhe gati p\u00ebr t\u00eb ndihmuar, dhe m\u00eb pas p\u00ebr t\u00eb plot\u00ebsuar kurset tona me shembuj t\u00eb rinj.<\/p>\n<p>Dhe kjo k\u00ebthehet n\u00eb investim. Ja, p\u00ebr shembull, nj\u00eb vler\u00ebsim nga nj\u00eb nga klient\u00ebt tan\u00eb p\u00ebr pun\u00ebn ton\u00eb:<\/p>\n<p><i>\u201cKemi punuar n\u00eb industrin\u00eb IT p\u00ebr m\u00eb shum\u00eb se 20 vjet, dhe t\u00eb gjith\u00eb jemi dakord se asnj\u00eb ofrues nuk ofron nivelin e mb\u00ebshtetjes teknike q\u00eb ofron Veeam. \u00cbsht\u00eb k\u00ebnaq\u00ebsi t\u00eb flas\u00ebsh me stafin teknik t\u00eb Veeam sepse ata jan\u00eb t\u00eb ditur dhe zgjidhin problemet shpejt. Mb\u00ebshtetja nuk duhet t\u00eb n\u00ebnvler\u00ebsohet kurr\u00eb. \u00cbsht\u00eb nj\u00eb mas\u00eb e angazhimit dhe suksesit t\u00eb nj\u00eb kompanie. Veeam \u00ebsht\u00eb #1 p\u00ebr mb\u00ebshtetje.\u201d <\/i><\/p>\n<p><i>\u201cNe punojm\u00eb n\u00eb industrin\u00eb IT p\u00ebr m\u00eb shum\u00eb se 20 vjet, dhe ne pohojm\u00eb se asnj\u00eb ofrues tjet\u00ebr nuk siguron nj\u00eb nivel t\u00eb till\u00eb mb\u00ebshtetjeje teknike si Veeam. \u00cbsht\u00eb shum\u00eb k\u00ebnaq\u00ebsi t\u00eb punosh me inxhinier\u00ebt e Veeam, pasi ata e din\u00eb pun\u00ebn e tyre dhe mund t\u00eb zgjidhin problemet shpejt. Mb\u00ebshtetja teknike kurr\u00eb nuk duhet t\u00eb n\u00ebnvler\u00ebsohet. Ajo \u00ebsht\u00eb nj\u00eb mas\u00eb e p\u00ebrgjegjshm\u00ebris\u00eb dhe suksesit t\u00eb nj\u00eb kompanie. Veeam ka mb\u00ebshtetje t\u00eb shk\u00eblqyer.\u201d<\/i><\/p>\n<p>***<\/p>\n<p>\u00c7do komunikim \u00ebsht\u00eb nj\u00eb terren p\u00ebr eksperimentime, gabime, qoft\u00eb ne t\u00eb duam apo jo. Dhe opinioni im \u00ebsht\u00eb se gabimi \u00ebsht\u00eb normal, p\u00ebr m\u00eb tep\u00ebr, thirrja ime do t\u00eb ishte: gaboni! \u00c7\u00ebshtja nuk \u00ebsht\u00eb se a keni ngecur, por se a keni m\u00ebsuar t\u00eb vini k\u00ebmb\u00ebn fort.<\/p>\n<p>Ndonj\u00ebher\u00eb \u00ebsht\u00eb e v\u00ebshtir\u00eb t\u00eb kujtojm\u00eb t\u00eb gjitha udh\u00ebzimet dhe recetat q\u00eb ndahen bujarisht nga \u201cguru\u201d t\u00eb komunikimit me klient\u00ebt ose koleg\u00eb t\u00eb p\u00ebrvojsh\u00ebm. Shum\u00eb m\u00eb e leht\u00eb \u00ebsht\u00eb t\u00eb kujtojm\u00eb vetes: \u201cpo flas me nj\u00eb Njeri\u201d.<\/p>\n<p>***<\/p>\n<p>Nuk pretendoj p\u00ebr dije t\u00eb lart\u00eb ose standard t\u00eb ve\u00e7ant\u00eb cil\u00ebsie n\u00eb komunikimin me klient\u00ebt. Lista e vet\u00ebm gabimeve t\u00eb mia do t\u00eb mjaftonte p\u00ebr nj\u00eb udh\u00ebzues t\u00eb plot\u00eb.<\/p>\n<p>Q\u00ebllimi q\u00eb e kam vendosur p\u00ebr veten time: t\u00eb tregoj se si mund t\u00eb jet\u00eb n\u00eb Mb\u00ebshtetje t\u00eb Klient\u00ebve dhe t\u00eb filloj nj\u00eb diskutim mbi at\u00eb q\u00eb mund t\u00eb konsiderohet e pranueshme n\u00eb raste t\u00eb ngjashme, dhe \u00e7far\u00eb nuk \u00ebsht\u00eb.<\/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 5.0.2.1 - aioseo.com -->\n\t<meta name=\"description\" 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