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Empathic AI Communication and Analysis

本课程是多个项目的一部分。

位教师：John Whitworth

包含在中

了解更多

4个模块

深入了解一个主题并学习基础知识。

初级等级

推荐体验

2 小时完成

灵活的计划

自行安排学习进度

4个模块

深入了解一个主题并学习基础知识。

初级等级

推荐体验

2 小时完成

灵活的计划

自行安排学习进度

您将获得的技能

您将学习的工具

要了解的详细信息

可分享的证书

添加到您的领英档案

了解顶级公司的员工如何掌握热门技能

了解关于 Coursera for Business 的更多信息

Petrobras, TATA, Danone, Capgemini, P&G 和 L'Oreal 的徽标

积累特定领域的专业知识

此课程作为的一部分提供

在注册此课程时，您还需要选择一个特定的合作项目。

向行业专家学习新概念
获得对主题或工具的基础理解
通过实践项目培养工作相关技能
获得可共享的职业证书

该课程共有4个模块

You'll learn the LAER framework (Listen, Acknowledge, Explore, Respond)—a structured approach to empathic communication that builds trust and de-escalates conflict. You'll discover how to use ChatGPT to practice responses, analyze conversation sentiment, and identify improvement areas. Through realistic role plays and coach dialogues, you'll practice handling frustrated customers, conduct AI-assisted conversation analysis, and complete quality assessments. Most importantly, you'll develop judgment for when to follow AI suggestions versus trusting your own read. By course completion, you'll confidently apply empathic techniques, use AI tools critically for conversation analysis, and drive ongoing improvement. Essential skills for any customer-facing role in an AI-augmented workplace.

单元详情

Transform your customer communication skills by combining proven empathy frameworks with AI tools like ChatGPT and Claude. Whether you're in customer support, client services, or any people-facing role, you'll master techniques that turn difficult interactions into positive outcomes. You'll learn the LAER framework (Listen, Acknowledge, Explore, Respond)—a structured approach to empathic communication that builds trust and de-escalates conflict. You'll discover how to use ChatGPT to practice responses, analyze conversation sentiment, and identify improvement areas. Through realistic role plays and coach dialogues, you'll practice handling frustrated customers, conduct AI-assisted conversation analysis, and complete quality assessments. Most importantly, you'll develop judgment for when to follow AI suggestions versus trusting your own read. By course completion, you'll confidently apply empathic techniques, use AI tools critically for conversation analysis, and drive ongoing improvement. Essential skills for any customer-facing role in an AI-augmented workplace.

涵盖的内容

1个视频

Learn to apply the LAER framework (Listen, Acknowledge, Explore, Respond) and practice generating empathic responses with ChatGPT. Discover why structured empathy outperforms improvised approaches and master the AI-assisted practice workflow.

涵盖的内容

3个视频1篇阅读材料

Master AI-assisted sentiment analysis to evaluate conversation effectiveness, and learn to conduct quality assessments that transform individual interactions into organizational learning. Use ChatGPT/Claude to extract actionable insights and document improvement recommendations.