研究管理者如何用AI模拟对话训练沟通能力。
How Managers Perceive AI-Assisted Conversational Training for Workplace Communication
- 设计对话角色扮演系统CommCoach，探索管理者对AI训练的期待。
- 管理者看重低风险、自适应模拟，能练习棘手职场对话。
- 适合关注AI辅助培训、人机协作与个性化学习的从业者。
有效的职场沟通对管理成功至关重要，但许多管理者缺乏定制化且持续的培训机会。尽管AI辅助沟通系统可能提供可扩展的培训方案，但人们对管理者如何设想AI在提升沟通技能中的作用仍知之甚少。为此，我们设计了名为CommCoach的对话角色扮演系统，作为功能探针，探究管理者对未来使用AI练习沟通技能的预期。通过半结构化访谈发现，参与者强调了自适应、低风险模拟在练习困难职场对话中的价值。他们还指出潜在机遇，包括人机协同、透明且情境感知的反馈，以及对AI生成角色的更大控制权。AI辅助沟通训练应平衡个性化、结构化学习目标与不同用户风格和情境的适应性。然而，实现这一目标需谨慎处理自适应与一致反馈之间的张力、真实感与潜在偏见之间的矛盾，以及开放式对话与结构化职场话语之间的冲突。
原文摘要 · Abstract (English)
Effective workplace communication is essential for managerial success, yet many managers lack access to tailored and sustained training. Although AI-assisted communication systems may offer scalable training solutions, little is known about how managers envision the role of AI in helping them improve their communication skills. To investigate this, we designed a conversational role-play system, CommCoach, as a functional probe to understand how managers anticipate using AI to practice their communication skills. Through semi-structured interviews, participants emphasized the value of adaptive, low-risk simulations for practicing difficult workplace conversations. They also highlighted opportunities, including human-AI teaming, transparent and context-aware feedback, and greater control over AI-generated personas. AI-assisted communication training should balance personalization, structured learning objectives, and adaptability to different user styles and contexts. However, achieving this requires carefully navigating tensions between adaptive and consistent AI feedback, realism and potential bias, and the open-ended nature of AI conversations versus structured workplace discourse.
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