arXiv:2609.04350cs.CLcs.AI2026-09

通过分析咨询师应对困难对话的适应能力,预测其长期沟通技能提升潜力。

Adapting from Downturns: Prediction of Long-Term Conversational-Skill Development in Mental-Health Crisis Counselors

论文配图:Adapting from Downturns: Prediction of Long-Term Conversational-Skill Development in Mental-Health Crisis Counselors
图 1 · 摘自论文原文
  • 识别咨询师初期应对特定对话困境的模式,追踪其后续调整行为。
  • 基于早期适应表现,可准确预测数月到数年后的沟通能力提升。
  • 适合需要早期识别高潜力或需支持的志愿者心理咨询师群体。

人们如何学会成为更优秀的对话者?这一问题在心理健康危机咨询中尤为关键——沟通技巧至关重要,但志愿咨询师往往缺乏监督和结构化反馈。理解咨询师如何逐步引导对话走向积极结果,并及早识别哪些人(或哪些人不)具备持续改进潜力,有助于优先支持最需要帮助的个体。本文提出一项新任务:在咨询师职业生涯早期,预测其未来是否能提升引导对话至积极结果的能力。核心洞察是:个人可能在特定对话情境中挣扎,而其未来能否进步,关键在于如何随时间调整应对这些情境的方式。我们设计了一种方法,先识别咨询师初始阶段的困难对话类型,再捕捉其在后续对话中重遇相似情境时的回应变化,并学习哪些早期适应模式可预测数月甚至数年后的改善。尽管该未来预测任务具有挑战性,但相比直接从对话文本中学习的基线方法,本研究提出的咨询师适应分析方法表现更优。

原文摘要 · Abstract (English)

How do people learn to become better conversationalists? This question is especially important in the context of mental-health counseling, where conversational skills are essential, yet volunteer counselors often have limited access to supervision and structured feedback. Understanding how counselors develop their ability to steer conversations toward positive outcomes -- and identifying early which counselors are (not) on track to improve -- can help prioritize support for the counselors who need it most. In this work, we introduce the task of predicting, early in a conversationalist's career, whether they will eventually improve at steering conversations toward positive outcomes, and demonstrate the feasibility of this task in the case of volunteer mental-health crisis counselors. Our central insight is that people may struggle with particular kinds of moments in a conversation, and that what is especially revealing of their likelihood of future improvement is how they learn to handle those moments over time. We operationalize this insight by designing a method that identifies the types of moments a counselor initially struggles with, captures how they adapt their response when they re-encounter similar moments in subsequent conversations, and learns which early adaptations predict improvement months or even years later. While this future-prediction task is challenging, our counselor-adaptation approach yields better results than baselines that learn directly from the conversation transcript.

心理辅导对话预测技能发展

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