Knowledge Based Scripting

blessinghomoeopathAI and Robotics

Nov 30, 2013 (3 years and 6 months ago)

64 views

Knowledge Based Scripting


“ Effective communication
requires not only that
people share knowledge
but also that they know
they share knowledge."

2

What is a
script?

A little on
language

Message
planning/
Mini scripting

Self
Observation


Adopting the
continuous
learning

perspective.


Pay attention to each
conversation as an
opportunity to grow in skill.


Over learn.


Do what comes naturally?


Embrace trial and error.





Words, phrases,
or entire
conversational
passages that
you have used in
similar
interactions

5


Hello.


Goodbye.


Good Morning.


211 San Diego, may I help
you?


Is there anything else I can
help you with?



Language is the method of
human communication,
either spoken or written,
consisting of the use of
words in a structured and
conventional way.

Linguistic
Knowledge

“Rules offer one explanation
for the use of language. They
account for the ways people
decide to use or not use certain
words, compose sentences,
enact discourse as a series of
words and sentences in a form
we call conversation.”


Language occurs in

rule
-
bound patterns


Grammar


Syntax


Discourse


Semantics


Sociolinguistics


Pragmatics






Cybernetics


In addition to rules,
cybernetics can help explain
the choices and processes
of conversation. People
have goals and select (or
avoid) words, create
sentences, and weave
discourse to achieve those
goals.


“Greek word
meaning "the art
of steering".

10

Linguist say: The most important
parts of communication are
probably those that result from
more active planning and
processing

Goals

Procedures

Scripted

Planned

Unique
Ideas

WHEN WE SEEK TO:


Know what others
know.


What are other goals
are in conversation.


Know how others
process information.


Impart new
knowledge.



THE ABILITY TO:


To select one goal or
outcome instead of
others.


To separate issues.


To integrate efforts.



Recognize the
communicative roles
people take as they
produce message.


Each communication situation has many
features that allow choices regarding
strategic responses .



Which are augmented by the choices
communication partners select, each person
is confronted with making quick strategic
choices.




What words and
phrases?


How is a question
asked?


Is it a statement ,
question or
response?





Information you
want to include.


What is it’s purpose?


Where is it placed?



Facts

Set goals

Message
Design

Weave
message

Assess and
adjust

14



Where can we use planned scripting

in Information and Referral?


The more involvement a conversation is going
to require, the more you will benefit by sharing
your conversational goal and inviting the
conscious cooperation of your conversation
client





Giving your listeners all the information they
need for understanding more clearly.





Listeners mentally reconstruct a speakers
experience.






When asking questions use powerful
language tools to focus conversational
attention and guide interaction with others.






Discourse

Sociolinguistics

Pragmatics





USDA redesigned and
reintroduced Food
Stamps in October 2008.


The name Food Stamps
has a stigma attached to
it
.


Only 65 % of those
eligible actually receive
nutrition assistance
.




Only 34% of elderly that
are eligible for nutrition
assistance, participate.


71% of people are more
inclined to apply if they
are prescreened.


Low income families
pay a greater share of
income to dependant
care.




The USDA has recently redesigned the
nutrition assistance program, these changes
include some eligibility criteria would you
like may ask you a few questions to see if
your eligible?


Nutrition assistance/Food S tamps is an
effective way to help your family purchase
healthy food. Would like you see if your
household is eligible?



The new federal nutrition assistance program
has recently made changes that effect
working families, would you like me to go
over some of those changes to see if you
might be eligible?




First 5 of San Diego
offers resource for
children and families
with children under the
age of six.


90% of a Childs brain
develops by age 6.


Physicians recommend
all children receive
developmental
screenings.


The American Academy of
Pediatrics recommend
children receive regular
developmental
screenings.


If detected early many
children developmental
issues can be corrected.


All children grow and
develop at different rates
.





You mentioned you have a child under the
age of 6, would you like information on other
services available for your child, such
Healthy Developmental Screening or School
Readiness?





The American Academy of Pediatrics
recommends all children receive routine
developmental check ups would, would you
like someone to contact you about a free
check up?






It sounds like you like you’re concerned
about your child’s development, all children
grow and develop at different rates. You are
able to receive a free healthy development
check. Would you like someone to contact
you?






Facts

Set goals

Message
Design

Weave
message

Assess and
adjust

27


Adopting the
continuous
learning

perspective.


Pay attention to each
conversation as an
opportunity to grow in skill.


Over learn.


Do what comes naturally?


Embrace trial and error.



William York

Service Design Coordinator


211 San Diego

858
-
300
-
1237

wyork@211sandiego.org